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INFORMATION TECHNOLOGY SERVICE MANAGEMENT TOOL

(contract last updated 05/16/2014)

SCOPE: Contract for the purchase of an Information Technology Service Management Tool capable of handling and integrating incident, change, and configuration management.

 

The University of Wisconsin-Madison (UW-Madison) Division of Information Technology (DoIT) needs an ITSM tool capable of handling and integrating incident, change, and configuration management. The system will need to manage approximately:

  • 150,000 incidents annually*
  • 6,000 change requests annually*
  • 25,000 Configuration Items*
  • 800 employee accounts (up to 125 employees using the system concurrently)*
  • 350,000 customers ranging from UW-Madison to the other 12 UW System schools, with an option to extend the customer base outside the UW system

*These are current values, and are expected to scale upward annually

The ITSM system will allow customers to interact with the system using a login-restricted (Shibboleth) customer portal, where they can enter new incidents, new change requests, and new service requests.  Customers will also need the ability to update all of these ticket types. Certain customers, who do not have login credentials, should be able to view the customer portal without restricted information (such as incidents, change requests, or service request).

DoIT staff will be the primary users and administrators of the system; however, it is likely that several other campus departments will use the system as their primary ITSM system.  We require an ITSM system that allows us to collaborate with these other departments by sharing incidents and data when necessary, but allows these departments the flexibility to choose what to share and to be administrators for their own departmental needs.

The ITSM system needs to be flexible to meet the needs of these external departments as well as the varying needs of the internal DoIT departments and staff.  Departments require unique information be entered into their incidents, requests, changes, etc., and the ITSM system should accommodate the need to easily customize fields, screens, and other data entry points to the specifications of each department.  In addition, the ITSM system will be a primary source of reportable data, and will need to allow departments to access the data and report on it for their own analysis.


CONTRACT # DESCRIPTION
13-5399 INFORMATION TECHNOLOGY SERVICE MANAGEMENT TOOL
CONTRACT ORIGIN: ADDITIONAL INFORMATION:
UW-Madison
Purchasing Services
21 N Park St, Ste 6101
Madison, WI 53715-1218
UW-Madison users contact:
Bruce Riley
(608) 890-3646 FAX (608) 262-4467
briley@bussvc.wisc.edu
 

Non-UW-Madison users contact: Vendor Representative

COOPERATIVE PURCHASING: YES
CONTRACT TERM:  December 19, 2013 through December 18, 2018, unless amended, cancelled or rebid.

Vendor(s)
139315
Cherwell Software
12295 Oracle Blvd
Colorado Springs  CO  80921
Canada
     
Sales Representative: PHONE # FAX #
Gail Noren 517-285-1657 719-386-7001
E-mail gail.noren@cherwell.com
  PHONE # FAX #
Ordering/Expediting: 719-434-5823 719-386-7001
Invoice Information: 517-285-1657 719-386-7001
Returns: 517-285-1657 719-386-7001
Supplier Diversity Reporting: 517-285-1657 719-386-7001
Website:www.cherwell.com
Commodity Code 208-10
208-20
208-53
208-90
Federal Employee ID # (FEIN) 20-1205782
F.O.B.

“D” F.O.B. DESTINATION

Additional campuses or agencies will likely need to purchase concurrent licenses and possibly professional services to configure the solution to their individual requirements.  A scoping session is recommended to understand the specific requirements of the campus or agency.
Terms: N/30
Delivery: Contact Vendor
Invoicing: Invoices shall reflect contract pricing
Warranty: The warranty period may begin following the successful acceptance testing.
Pricing Information:

Contact agent at (608) 890-3646 or briley@bussvc.wisc.edu for pricing.


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