Technical Support

The City of Atlanta is seeking a staff augmentation engagement to support the Service Delivery division

of the Department of Atlanta Information Management (AIM). This engagement will augment existing

AIM staff by supporting the functions of the service desk, end user support, and asset management.

Scope of work

Proactive management and prioritization of service requests and incidents leveraging

ServiceNow ticketing system.

Provide a tiered resolution model for satisfying service requests.

Work with subject matter experts for tier 3 requests requiring specific domain knowledge.

Provide service desk support for end-users via phone, email, chat, and ServiceNow. Note :

operational enhancements will be implemented to reduce / end the need for call center support

and introducing a technology-first model including an interactive voice response (IVR) system.

Provide technical support to :

o Diagnose and resolve complex hardware and software issues.

o Provide end-user support for desktops, laptops, printers, and other peripherals.

o Install, configure, and upgrade operating systems and software.

o Setup users' accounts and permissions after imaging process.

Work with AIM leadership to improve the efficiency and reliability of IT services through

problem management.

Leverage ServiceNow to ensure knowledge base and asset management modules are utilized

appropriately.

Deliverables

Identify and onboard 3 individuals as proof of concept supporting staff augmentation model for

a six-month period.

Provide weekly reporting documenting the number of tickets received, resolved by tier, time to

resolution, problems identified, and any other mutually agreed upon data points.

Work with the appropriate teams identified by AIM to provide an analysis of ServiceNow's usage

of knowledge and asset management, followed by a roadmap to ensure maximum utilization.

Once agreed, support the efforts to deliver strategy identified within the roadmap.

Work with the appropriate teams identified by AIM to provide a roadmap to identify problem

management leveraging ServiceNow. Once agreed, support the efforts to deliver strategy

identified within the roadmap.

Responsibilities

The City of Atlanta will provide necessary access to all equipment, resources, and information

needed to complete this effort.

Both the City of Atlanta and the selected vendor will assign resource managers to oversee the

initiative.

The City of Atlanta will work with the selected vendor to ensure all City personnel are engaged and

responsive.

Acceptance Criteria

The SOW will be considered successful if it meets the following acceptance criteria :

All deliverables outlined above are received and accepted by the City of Atlanta.

Project Timeline

The project will commence as soon as possible and end once all deliverables have been received and

approved by the City of Atlanta, in a time not to exceed six months from commencement. The City shall

determine whether there is a need for an extension beyond the six-month period.

Billing

This project will be billed as deliverable-based.

20% at the start of the engagement.

10% over each month with the successful delivery of weekly reporting requirements.

10% upon delivery and acceptance of the ServiceNow roadmap.

10% upon delivery and acceptance of problem management roadmap.

NAity

The contracted resources will be required to sign policies in agreement to protect sensitive City

information.

Amendments

Any changes to this SOW must be documented in writing and mutually agreed upon by both parties

Number

Name

Deliverables

Description

Start Date

End Date

Weekly Reporting

Provide a Weekly Data Report

Report must include number of tickets received, resolved by tier, time to resolution, problems identified, and any other mutually agreed upon data points.

10 / 14 / 2024

04 / 11 / 2025

ServiceNow Analysis

ServiceNow Optimization Roadmap

Work with the team identified by AIM to provide an analysis of ServiceNow's usage of knowledge and asset management, followed by a roadmap to ensure maximum utilization.

Once agreed, support the efforts to deliver strategy identified within the roadmap.

10 / 14 / 2024

04 / 11 / 2025

ServiceNow Problem Management

ServiceNow Problem Management Roadmap

Work with the appropriate teams identified by AIM to provide a roadmap to identify problem management leveraging ServiceNow.

Once agreed, support the efforts to deliver strategy identified within the roadmap.

10 / 14 / 2024

04 / 11 / 2025

Budget Information

Critical Hire Code (Assigned by Approver)

Background Verification (Suppliers shall use Info Cubic (IC) for background verifications.)

Instructions

The completed Background Verification will be attached (via an automated feed) to the candidates user profile under the Attachments Section.

Please make sure to always include the applicable proposal ID, contract ID, or requisition ID in the reference field when ordering.

It is also very important to double check that the name on the order being requested matches the candidate's name in the Covendis system.

Otherwise, the completed report will not be successfully uploaded to the candidates profile.

Additional Background Verification Services (City of Atlanta)

To be completed upon candidate selection :

Global Monitor Check

State Criminal Record verification (past 7 years covering each State in which the candidate has resided)

Social Security Number Verification

Federal Criminal Records Verification (past 7 years)

Any additional requirements stated by the Agency on the requisition

Education Verification

Employment Verification

Drug Screening

Suppliers Only)

To order, click on the link to the right :

Order Additional Background Verification services

Instructions (If Applicable)

The completed Background Verification will be attached (via an automated feed) to the candidates user profile under the Attachments Section.

Please make sure to always include the applicable proposal ID, contract ID, or requisition ID in the reference field when ordering.

It is also very important to double check that the name on the order being requested matches the candidate's name in the Covendis system.

Otherwise, the completed report will not be successfully uploaded to the candidates profile.

Agency Certification(s)

Please read and understand the following statement carefully :

I understand that a person who enters into an agreement in restraint of trade or in restraint of free and open competition in any transaction with the state may, upon conviction thereof, be punished by imprisonment for not less than one nor more than five years pursuant to OCGA 16-10-22.

I further agree that when there is a prior agreement or understanding between a vendor and a state agency or state employee regarding the acceptance of any offer, such conduct is collusive, fraudulent and in restraint of trade and in restraint of free and open competition on the part of both the vendor and the state agency or state employee.

Do you agree with the above statement?

I Agree

Break Out Invoice By

Breakout Invoice By PO

Type

Qualification

Description

Competency

Experience

Required