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
DATE RECEIVED: ______________
MATTER ASSIGNED TO: _________
Request for Legal Assistance
DCSD Office of Legal Affairs
ATTORNEY – CLIENT COMMUNICATION
PLEASE SUBMIT COMPLETED REQUEST FORM TO
DCSD OFFICE OF LEGAL AFFAIRS.
*** This request is a confidential communication and should be treated as such ***
DESCRIPTION OF REQUEST
Title of Item/Topic:
Incident IQ Ticketing System
________________________________________________________________
(e.g., contract review, policy matter, etc.)
1/7/25
Date of request: ___________ Due Date: ___________ (Allow 3 to 5 business days)
Renew Incident IQ and approve implementation of modules to
Background information/Detail: __________________________________________________________
support IT Asset management and Facilities Operations
_____________________________________________________________________________________
PROCUREMENT DETAILS (if applicable)
Include details confirming that all applicable DCSD procurement policies and requirements have been
adhered to: ____________________________________________________________________________
______________________________________________________________________________________
SUPPORTING DOCUMENTATION
Please attach/include any additional supporting documentation that are relevant to your request.
Description of supporting documentation, if any ____________________________________________
REQUIRED AUTHORIZATION
LaKeisha Brooks
Requested by: _____________________________________________________________________
lakeisha_brooks@dekalbschoolsga.org
Email: __________________________ 678-676-1274
Telephone: ____________________________________
DIIT
Department: _______________________________________________________________________
Kermit Belcher
Cabinet Member authorizing the request: _______________________________________________
LEGAL APPROVAL
Approved as to form by the DCSD Office of Legal Affairs? ☐ Yes ☐ No
-OR- (check one only)
Approved as to form by Outside Legal Counsel? ☐ Yes ☐ No
*Referrals to Outside Legal Counsel must be coordinated and approved by the DCSD Legal Dept.
H. Eric Hilton, Esq.
Approving Attorney (and law firm if Outside Counsel ____________________________________
Comments: __________________________________________________________________________
______________________________________________________________________________________