DEPARTMENT: Information Technology
FILE TYPE: Consent Action
TITLE
title
Authorization To Execute Contract With Cask NX LLC For Replacement Information Technology Service Management System
end
PURPOSE/ACTION REQUESTED
Authorize the Enterprise Finance and Information Services Director to execute a contract with Cask NX LLC (Cask) to implement the Information Technology Service Management (ITSM) System Replacement project.
SUMMARY
An IT Service Management (ITSM) system coordinates all IT-related requests and issues. It centralizes IT support into one place, tracks every request, monitors incidents, ensures rapid resolution of critical problems, and improves communication throughout an organization.
Dakota County has two ITSM systems that handle basic ticket processing. The first one, Epicor ITSM 2010, used by the Information Technology Department, was implemented almost 25 years ago. The manufacturer has discontinued all sales and support for this product. The second system, CSD Service Requestor, was developed internally for the Community Services Division in 2007. The developers who built this system left the County's employment several years ago. Both ITSM systems also run on outdated servers and databases that cannot be supported or upgraded.
Replacing these two ITSM systems with a single, modern ITSM environment will significantly improve service delivery, operational efficiency, and data-driven decision-making. It will scale and adapt as the County grows and technology evolves, ensuring that the needs of employees and residents are met effectively.
Dakota County published a request for proposals on this project. Of the nine vendors who submitted proposals, seven were brought in to conduct presentations for the County's solution selection team. Using a rigorous scoring matrix, the project team selected Cask's proposal to implement ServiceNow ITSM.
RECOMMENDATION
recommendation
Staff recommend the Board authorize the Enterprise Finance and Information...
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