STRATEGIC PRIORITY: Workforce, Education & Equity
AGENDA DATE: September 11, 2024
COUNCIL DISTRICT(S): All
DEPARTMENT: Department of Information and Technology Services
EXECUTIVE: Donzell Gipson
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SUBJECT
Title
Authorize a one-year cooperative purchasing agreement for ServiceNow, the cloud-based workflow automation platform which functions as the Department of Information and Technology Services' Service Desk, with Carahsoft Technology Corp. through Texas Department of Information Resources cooperative purchasing agreement - Not to exceed $1,974,299.84 - Financing: Data Services Fund
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BACKGROUND
This cooperative purchasing agreement will continue the subscription for ServiceNow workflow automation platform. ServiceNow is a cloud-based platform that functions as the City's Information Technology (IT) service desk to improve efficiency by streamlining and automating routine IT tasks.
ServiceNow is the application utilized for citywide IT service desk functions and enables the Department of Information and Technology Services (ITS) to catalogue and standardize routine IT service requests. The application is used to submit and track tickets for IT related requests such as access to the City network and applications, requests for hardware or software, incidents, changes, and other IT issues. The system also interfaces with Workday, the City's Human Resource (HR) management platform, to automate the workflow of HR functions and requests such as on-boarding new hires, pay changes, promotions, workers compensation claims, etc. ServiceNow is a key component in the delivery of IT services and allows ITS to improve services to customers and standardized processes with complete visibility and transparency of tickets from start to finish.
Key Benefits specific to the City:
? Streamlined workflow and transparency
? Reduced complexity of processes
? Improved efficiency of service delivery
? In...
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