P21-059 - Service Desk Ticketing System

Address:
York University
Procurement Services
4700 Keele Street
Toronto, Ontario
Canada, M3J 1P3
 
Description:
York is soliciting Proposals from experienced and qualified Proponents for the supply, delivery, implementation, support and maintenance of a ticketing system.
The system must provide a platform that is:
 

• Flexible enough to enable different departments to self-manage and configure their unique service desk including their service catalogue;
• Built following Information Technology Infrastructure Learning (“ITIL”) standards and guidelines; and
• Extensible using APIs and connectors, thus allowing it to: o Integrate with existing systems within York’s environment:
  • Connect to external applications and data sources
  • Connect to external cloud services using Representational State Transfer (REST) protocol

• Executive Summary and Qualifications (Sections 4.1 and 4.2)(File type: .pdf) – Required
• Methodology & Timetable/Work Plan (Sections 4.3.1 and 4.3.2)(File type: .pdf) – Required
• System Mandatory Requirements (Section 4.3.3 and 10.0 Schedule B)(File type: Excel) – Required
• System Desirable Requirements (Section 4.3.4 and 11.0 Schedule C)(File type: Excel) – Required
• Proposed System License Agreement (Section 4.3.5) (File type: .pdf) – Required
• Financial Considerations (Sections 4.4)(File type: .pdf) – Required
• Price Schedule (Section 9.0 Schedule A)(File type: Excel (unlocked)) – Required
• Acknowledgement (Section 4.7 and Section 13.0) (File type: .pdf) - Required
• Alternative Proposals and Joint Proposals (Section 4.8 and 4.9)(File type: .pdf) – Optional

1. Qualifications, Experience and References;
2. Methodology;
3. Timetable/Workplan;
4. Mandatory System Requirements;
5. Desirable System Requirements; and
6. Financial Evaluation.