Agenda Item
c. Incident IQ Ticketing System (Not to exceed $151,825.99)
Summary: Presented by: Ms. Monika Davis, Chief Information Officer, Division of Information & Instructional Technology
Request: It is requested that the Board of Education approve the annual subscription for the service and incident management platform from Incident IQ (IIQ) at a cost not to exceed $151,825.99.
Why: To ensure the ability to provide continuous and efficient support of the district’s incident intake and change request process.
Details: Incident IQ provides the DeKalb County School District with help desk ticketing, change control, and IT asset management support to maintain work orders and beyond. Incident IQ platform is revolutionizing how school districts provide and manage services. Incident IQ helps create Incident Help Desk tickets to assist with all district technical issues. This software allows our technicians and support staff to go into each school container and resolve the technical issues immediately.
Incident IQ Ticketing was built to support everyone in a school. It provides simple help submission for teachers, staff, and students, powerful workflows for support teams, and detailed analytics for administrators. Incident IQ is the first thing everyone in the district opens when experiencing technical issues. All incidents are logged into Incident IQ, where information on actions from creation to disposition is recorded and analytics are provided to drive support and change for the district. This system allows us to use up-to-date operational data to report where we are and historical data to determine and identify problem areas and opportunities for improvements, a holistic view of operations. Since the beginning of the school fiscal year 2023, the district has addressed and resolved over 97,400 tickets.
Pursuant to Board of Education Policy DJE, the purchase of Incident IQ services meets the policy definition of a single source. Incident IQ is a legacy system with a multitude of historical data that requires a significant implementation period (spanning multiple years) with ongoing compatibility and standardization with other systems and district processes.
Financial impact: $151,825.99
General Fund
100.1000.561200.00011.7600.9990.0308.070.0000
Contact: Ms. Monika Davis, Chief Information Officer, Division of Information & Instructional Technology, 678.676.1274
Effective: June 2024
Status: Approved by General Counsel
Quote Name DeKalb County School District (GA) - GA - Created Date 4/30/2024
[CM,T,PM] - Platform Renewal Expiration Date 6/29/2025
Company Address 750 Glenwood Ave SE Suite 320 Quote Number 38969
Atlanta, GA 30316
US
Contract Start Date 7/1/2024
Contract End Date 6/30/2025
Bill To 1701 Mountain Industrial Blvd
Stone Mountain, GA
Product Code Product Product Description Sales Price Quantity
IIQ-6400 Change Management Change management add-on product, annual subscription $18,220.71 1.00
IIQ-1000 iiQ Platform with Ticketing Incident IQ Platform with iiQ Ticketing core product, Subscription $121,459.34 1.00
IIQ-8100 iiQ Policy Manager Incident IQ Policy Manager (add-on), Subscription $12,145.94 1.00
Total Price $151,825.99
Notes
Current subscription ends June 30, 2024. Above quoted license begins July 1, 2024 and ends on June 30, 2025.
All Incident IQ products and services are purchased and delivered pursuant to the Incident IQ Cloud Services Master Subscription Agreement,
as found at https://www.incidentiq.com/legal/master-services-agreement, along with any applicable Supplements (available at
https://www.incidentiq.com/legal). All of the aforementioned are incorporated into this ordering document by reference to the maximum extent
permitted by local, state, and federal laws and regulations. For any legal questions, please contact us at legal@incidentiq.com.