BMC Helix Remedy License and Support, 3 Years

Background
The Department of Public Safety and Correctional Services (DPSCS) is seeking BMC Helix Remedy License, Support, and Upgrade to the current version for a period of 3 years. The purpose of the Remedy software is to provide tools that will enable the ITCD staff to meet or exceed the needs of its customers. The software allows the Service Desk to increase productivity, decrease response time to the users, provide the ability to more effectively search for information and to use the best documented practices for a better resolution rate.
The software also allows other ITCD staff members and programmers to track the problem calls and change requests that have been assigned to them. This enables better management and measurability of customer service initiatives.

Work Details
The contract includes three functional areas:
- COTS Software
- Installation and Training Services
- Manufacturer’s Software Maintenance

The COTS Software section requires BMC Helix Remedy license and support for 3 years. The Installation and Training Services section includes professional services for configuration and implementation of BMC Helix Remedy, such as initial data configuration, incident template builds, knowledge article builds, DWP creations/configurations, OOTB Helix Dashboards, asset management/CMDB configuration, integration with AD and GMail, system testing, and support agent training. The Manufacturer’s Software Maintenance section specifies the warranty/maintenance requirements for BMC Helix Custom Applications 21.3 or current version - 20 User Licenses, BMC Helix ITSM Digital Workplace Advanced - 100 Users, BMC Helix ITSM 21.3 or current version - Mailbox-1, and professional services to configure and integrate these items.

Period of Performance
The contract term is from July 1, 2024, to June 30, 2027.

Place of Performance
The services are remote with no travel expenses reimbursed.