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Agreements for Information Technology Service Management System December 6, 2016 Page 2 • 24 -location wide area network, including fiber optic and microwave sections • Wireless Wi-Fi network with approximately 250 access points • Telecommunications infrastructure and network to provide communications capability to more than 1,800 extensions in 22 locations • Data center that hosts more than 250 virtual servers, plus storage and backup devices • Support for more than 175 business applications • Approximately 300 cellular phone devices • More than 2,000 PC and tablet devices • Help desk to support more than 1,500 city employees and other key personnel To more efficiently manage this complex environment, log IT help desk tickets and service requests received by users, and manage ongoing projects, it is a best practice to utilize an IT service management system (ITSM). Beginning in February 2016, a selection team consisting of staff from the IT Department, Public Works Department, and Police Department began evaluating several of the top ITSM systems on the market focusing on the mid-range government market. On June 27, 2016, a Request for Information was issued to five viable vendors. The selection team unanimously selected the Service Management system from Cherwell Software based on the functionality of the system, adherence to ITIL standards, and the low cost with which the City could acquire the system by piggybacking on the volume price agreement offered to Los Angeles County, The Cherwell Software system includes modules for the IT Service Desk, Incident Management, Change Management, Knowledge Management, IT Asset Management, Configuration Management, and Project Management. The system also includes a self-service portal to streamline interactions with end users as well as reports and dashboards to more easily manage work activities. On September 28, 2016, a Request for Proposal was posted on the City's website seeking a qualified firm to assist the City with the Implementation of the system and to help define the new business processes within the IT Department. Six firms submitted proposals, none of which were Santa Ana companies. A selection team consisting of staff from the IT Department, Public Works Department, and Police Department evaluated the proposals. Firm Location Score Rank Migration Technologies (MiTech) Camarillo, CA 30.5 1 Beyond 20 Tempe, AZ 23.0 2 Avante Solutions Chicago, IL 21.0 3 StrataCom Colorado Springs, CO 16.5 4 SigmaSoft Dallas, TX 13.0 5 GoCal San Diego, CA 7.0 6 25A-2