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1. Introduction Currently the City of Santa Ana has three departments that have IT staffing and provide IT services, (Police, Public Works and the Library). These services include helpdesk, desktop and applications. The City's IT department consists of 29 centralized members and a dozen decentralized IT staff. The IT department provides the City's Infrastructure, Enterprise Applications, Specialized Applications and Technology Support. The decentralized departments have a dotted -line reporting to the City's CTIO. The combined IT staff supports approximately 1,500 City employees in 12 departments. It is the desire to move to a more centralized IT management. There currently are three Instances of an existing service desk tool (SpiceWorks) being used to track service tickets. Asset tracking is currently being performed with spreadsheets and does not include tagging of assets. The City would like to establish a process where assets are tagged, tracked in a system and be able to assign assets to users. Additionally, the City has a desire to establish foundational ITSM processes to support the delivery of IT services and its employees in the 12 City departments. In order to support the City's goals of establishing foundational ITSM support processes, establishing an Asset Management inventory process and system, and moving to a more centralized service desk, the City has chosen the Cherwell ITSM System to replace the existing service desk tool and provide a centralized ITSM system. 2. Scope The primary focus of the engagement is to prepare for and implement on premise, the Cherwell ITSM System so that it supports increasing efficiency and delivering value to the City. A key objective of the engagement is to deploy and implement the Cherwell ITSM System with "Out of the Box" ("OOTB") functionality as possible. In order to provide the most effective and successful implementation, proper preparation and pre -work needs to be completed. To ensure the City's goals and objectives are achieved the following components are considered to be in scope of the engagement. • Creation and document high level ITSM services and processes to support the in -scope Cherwell modules. These services and process include: o Incident Management o Request Management o Change Management o Knowledge Management o Asset Tracking • Support the documentation of consistent operating procedures to be utilized between City departments for IT management • Establish and implement the Cherwell environments (Dev, Stage, Test, and Production) • Establish interfaces into the City's systems, databases, network, LDAP/AD and designated 3'" party vender as needed to support the implementation and operation of the Cherwell tool • Enable the Cherwell mobile application and self-service portal so that it can be accessible from inside and outside the City's network with proper authentication • Cherwell ITSM modules within scope: o Incident/Request Management o Problem Management o Change Management Wtl Migration Technoloqies, Inc, CopVrlght © 2016, all rights reserved Page 3 of 29 25A-21