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[State Entity Name] Ramsey County [Description of Work] Service Center Implementation Evaluation and Recommendations The Ramsey County Department of Information Services (IS) develops and maintains the organizations technology infrastructure and establishes enterprise (County-wide) standards and policies to promote a strong, efficient and secure IT environment. IS provides direct technical support to a majority of Ramsey County Departments and delivers enterprise services that include data compliance, records management and technology procurement oversight. As part of an ongoing IT Service Management effort, IS is consolidating its IS and Telecom Help Desks into a common Service Center. The Service Center will be the first point of contact for all incidents and tasks originating from IS supported departments. Dedicated technical staff with the ability to support a high percentage of first contact resolution will staff the Service Center. The existing process is shared by three IS divisions technical staff (Level 2-3; approximately 15) on a rotating basis. Consistent procedures for managing, reporting, follow-up and closeout of customer incident/task requests will be developed as part of the Service Desk consolidation. We are seeking a high level evaluation and recommendations, aligned with industry standards and practice for advancing IT maturity level, to achieve 2013 deployment. This includes review of work completed, identification of and recommendations for addressing gaps, and a road map for 2013 deployment. [Deadline for Vendor Response] 10/2/2013 [Publication Date] 9/23/2013 [Document links] 
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