Added: Jun 20, 2008 2:15 pm
The Mine Safety and Health Administration is seeking sources to implement upgrades and enhancements to the existing Service Desk Express help desk software system utilized by MSHA to manage help desk calls for assistance and system change requests. The enhancements for the system include the ability to provide accountability, management, tracking, and reporting of network and other accounts. Additionally, the ability to establish an audit trail and to manage account submission and change requests needs to be added to SDE.
The following tasks will be required to be performed by the contractor at the MSHA site in Lakewood, CO:
Add the necessary enhancements to the MSHA SDE system per the included requirements
Provide an environment for testing the enhancements prior to deployment
Backup data in the production environment prior to deployment
Migrate existing production data and accounts to the new environment
Resolve problems with existing record types in the Incident module that permit any of three distinctly different types of requests from being displayed in incorrect forms. The system has been configured to store data for Help Desk tickets, System Change Requests, and a telephone call log in the Incident table. It should not be possible to view data from one request type in an inappropriate form.
Provide training for end users on the new system
Provide training for a system administrator in configuration, customization, and maintenance of the system
Provide technical documentation specific to the enhancements that are implemented that can be used by administrators in maintaining/modifying the system
MSHA is seeking sources with developer and trainer experience in Service Desk 9.0 Additionally, the contractor must possess documentation and communication skills to transfer knowledge of the system enhancements to users and administrators.
. Interested parties must describe their developer and trainer experience in comparable projects with Service Desk 9.0. Companies that meet the above criteria are requested to respond to Robert N Beaty, Contracting Officer at beaty.robert@dol.gov or by fax at 202-693-9826 by 3:00 PM EDT June 24, 2008. No telephonic responses will be accepted. Please indicate the company name and contact information on your response. This is a sources sought notice only and no contract or order may result from this notice. Original Point of Contact Robert N. Beaty, Contracting Officer, Phone (202) 693-9836, Fax (202) 693-9826, e-mail: beaty.robert@dol.gov
