To: Board of Supervisors
From: Marla Stuart, Employment and Human Services Director
Report Title: 20-554-1 Purchase Order for Licenses for ServiceNow Software
?Recommendation of the County Administrator ? Recommendation of Board Committee
RECOMMENDATIONS:
APPROVE and AUTHORIZE the Purchasing Agent or designee, to execute on behalf of Employment and Human Services Department, a purchase order and related agreement with AlxTel, Inc., in an amount not to exceed $241,558, for the purchase of ServiceNow licenses, for the period October 1, 2025 through September 30, 2026.
FISCAL IMPACT:
54% Federal, 38% State, and 8% County; all of which will be budgeted in FY 25-26.
BACKGROUND:
The Employment and Human Services Department (EHSD) utilizes an Information Technology (IT) help desk ticketing system to log, distribute, track and complete service requests from EHSD staff and social workers. These requests include repairing computer equipment, adding software, and correcting errors in State and other data systems.
EHSD is in the process of replacing the system purchased in 2014 with ServiceNow's cloud-based help desk software. The software is accessed using licenses. This purchase order is to request renewal of the licenses. The Terms of Service Agreement includes a limitation of liability capping damages at the amount of fees paid in the prior 12 months. This vendor was selected per procurement requirements outlined in Administrative Bulletin 600.3.
CONSEQUENCE OF NEGATIVE ACTION:
The County will not be able to access ServiceNow's IT help desk software and will not be able to leverage its automated ticketing system to reduce errors and improve service request resolution time.
CHILDREN'S IMPACT STATEMENT:
This purchase order supports all the third the community outcomes established in the Children's Report Card: (1) "Children Ready for and Succeeding in School"; (2) "Children and Youth Healthy and Preparing for Productive Adulthood"; (3) "Families that are Econom...
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