Agenda Item
b. Incident IQ Ticketing System (Not to exceed $522,300.75)
Summary: Presented by: Dr. Kermit Belcher, Chief Information Officer, Division of Information and Instructional Technology
Request: It is requested that the Board of Education approve the contract renewal for the Incident IQ Ticketing System (Not to exceed $522,300.75). This represents a spending increase of $370,474.76 and covers the licensing of additional modules, including a one-time implementation cost. This is a one-year agreement.
High-Level Breakdown of Cost
Existing
Product
Description
Cost
IIQ Ticketing with current add-on
Current Functionality with Asset Management and additional advanced features
$151,825.99
New
Product
Description
Cost
IIQ IT Enterprise
Asset Management and Advance Feature to support DCSD's growing needs
$187,174.01
IIQ Facilities
Work Order - Supports all aspects of Facilities
$135,803.04
On-Boarding (one-time cost)
Implementing the new functionality/modules
$47,497.71
Why: The purpose of this agenda item is to renew Incident IQ and approve the purchase and implementation of additional modules to support IT Asset management and Facilities Operations. The district is currently utilizing Incident IQ for the purpose of help desk ticketing and change control. To optimize district operations, it is proposed to expand the platform's functionality by incorporating modules for IT asset management, facilities operations, and advanced features designed to support business operations. This expansion will effectively transform Incident IQ into a centralized hub for the management of all work requests, leading to the streamlining of processes and the enhancement of communication across departments.
Details: The DeKalb County School District is currently utilizing Incident IQ for the purpose of help desk ticketing and change control. To optimize district operations, it is proposed to expand the platform's functionality by incorporating modules for IT asset management, facilities operations, and advanced features designed to support business operations. This expansion will effectively transform Incident IQ into a centralized hub for the management of all work requests, leading to the streamlining of processes and the enhancement of communication across departments.
Incident IQ offers a user-friendly interface for the submission and tracking of support requests, empowering teachers, staff, and students to easily report issues. Its robust workflows and detailed analytics facilitate efficient task management and data-driven decision-making for support teams and administrators. By centralizing all work requests within Incident IQ, we can ensure the timely resolution of issues, improve resource allocation, and gain a holistic view of district operations. This comprehensive system has already proven effective, enabling us to address and resolve over 103,200 tickets last fiscal year.
The integration of Incident IQ Ticketing with the Facilities module offers significant advantages. This unified approach streamlines operations by establishing a single point of contact for all maintenance and support needs, thereby reducing confusion and preventing requests from being overlooked. The centralized system provides a comprehensive overview of ongoing work, enabling better resource allocation, improved progress tracking, and data-driven decision-making. This fosters greater collaboration between departments, enhances transparency, and ultimately improves responsiveness to the needs of our students, teachers, and staff.
Furthermore, the integration of Incident IQ with Asset Management increases visibility and provides principals and support staff with real-time data on student devices. This tool has the potential to assist site coordinators in their daily duties and provide their leadership with insights into technical devices.
This is an increase in spending of $370,474.76. Included in the requested approval is a one-time cost of $47,497.71 for implementation of the additional modules.
Breakdown of Additional Costs
Product
Description
Cost
IIQ IT Enterprise
Asset Management and Advance Features to support DCSD growing needs
$187,174.01
IIQ Facilities
Work Order - Supports all aspects of Facilities
$135,803.04
On-Boarding (one-time cost)
Implementing the new functionality/modules
$47,497.71
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: $522,300.75
General Funds
100.1000.561200.00011.7600.9990.0308.070.0000
Contact: Dr. Kermit Belcher, Chief Information Officer, Division of Information & Instructional Technology, 678.676.1274
Effective: March 2025
Status: Upon Legal Approval
Quote Name Dekalb County Renewal + Add-ons Created Date 12/17/2024
Company Address 750 Glenwood Ave SE Suite 320 Expiration Date 12/11/2025
Atlanta, GA 30316 Quote Number 45392
US
Contract Start Date 7/1/2025
Contract End Date 6/30/2026
Bill To Name DeKalb County School District (GA) Ship To Name DeKalb County School District (GA)
Bill To 1701 Mountain Industrial Blvd Ship To 1701 Mountain Industrial Blvd
Stone Mountain, GA 30083 Stone Mountain, GA 30083
United States United States
Product Code Product Product Description Sales Price Quantity
iiQ-6700 iiQ Enterprise Service Management Incident IQ Enterprise Service Management, Subscription $339,000.00 1.00
IIQ-6300 iiQ Facilities Incident IQ Facilities product (add-on), Subscription $135,803.04 1.00
IIQ-9000 iiQ Launchpad On-boarding Services Implementation of Incident IQ Cloud Services, one-time fee $47,497.71 1.00
Total Price $522,300.75
Notes
Dekalb County will receive their Facilities and Enterprise licenses for a no charge period of 3/31/2025 - 6/30/2025.
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.