The cost for this software purchase will be split equally over the three (3) year period and a portion of the cost will be shared with the Employment and Human Services Department and recovered through the department’s billing system. DoIT’s portion of the first-year payment of is budgeted in the FY 20-21 approved budget.   

The purchase of Remedyforce software will significantly enhance DoIT and EHSD's Help Desk’s ability to assist customers. The current ticketing system requires extensive manual effort to sort and triage tickets and is very labor intensive. Remedyforce software is a cloud-based system that provides comprehensive IT service management, including incident, problem, change, self-service, configuration and asset management. The best practice pre-built templates and out of the box content offers short time to value and fast Return on Investment (ROI).  
  
The County may only terminate the agreement during the initial three year term if BMC breaches its obligations, or the County fails to appropriate funds to make payments under the contract in the fiscal year.  
  
The Cloud Services Master Agreement obligates the County to indemnify BMC for third party claims arising out of County data in the hosted system and County's violation of the terms of the agreement. BMC's liability under the contract is capped at the amount the County pays under the contract, except for infringement claims, bodily injury, and gross negligence.

If this Software and Services Agreement is not approved, both departments will continue to use outdated systems to track and assist customers with Helpdesk requests.