Scope of Service
* Service Catalog and Category Optimization
o Review and redesign the existing FreshService service categories, subcategories, and request types to
accurately reflect the IT services currently provided.
* Workflow and Ticket Routing Optimization
o Review existing ticket workflows, assignment rules, automations, and routing configurations.
o Identify opportunities to automate ticket assignment based on category, service request type, location,
or other relevant criteria.
o Reduce manual ticket reassignment and improve first-touch routing to the appropriate support team.
o Recommend and implement workflow improvements that improve efficiency and reduce ticket
resolution times.
* SLA Assessment and Optimization
o Review CHA’s existing Service Level Agreement (SLAs), including response and resolution targets, to
determine whether they are reasonable, achievable, and aligned with industry ITSM best practices.
o Recommend and implement an appropriate SLA framework including service-specific targets, priority
definitions, escalation rules, and applicable SLA conditions.
o Develop reporting and dashboards that allow CHA management to monitor SLA compliance, identify
recurring SLA breaches, and evaluate service performance.
o Provide recommendations for ongoing SLA governance.
* Reporting and Analytics Enhancements
o Develop or enhance reporting capabilities to allow management to analyze ticket volume by category,
service, department, location, assignment group, priority, resolution time, SLA and other relevant
measures.
o Ensure the redesigned category structure supports accurate and actionable reporting.
* Service Catalog/User Experience
o Review the current service catalog and request forms from the end-user perspective.
o Simplify and improve the user experience so employees can quickly identify the appropriate service or
request type.
o Recommend improvement to forms and prompt to capture the information needed by IT to resolve
requests efficiently.
o Create new form (Change Management) to capture all necessary data upfront, streamline approvals, and
align with CHA’s Change Management Process.
* ITSM Best Practices and Platform Optimization
o Assess the current FreshService configuration against FreshService capabilities and recognize ITSM best
practices.
o Identify functionality that CHA is currently underutilizing and recommend opportunities to improve the
platform.
o Provide hands-on configuration and implementation support rather than recommendations alone.
o Establish sustainable configuration and governance practices that CHA IT staff can maintain after the
engagement.
* Knowledge Transfer and Staff Training
o Provide knowledge transfer to designated CHA IT staff throughout the engagement.
o Develop appropriate documentation for configurations, workflows, categories, automations, reports,
and administrative processes.
o Provide training to CHA staff responsible for ongoing FreshService administration and management.
* Asset Management Data Quality and Process Optimization
o Review and assess the current FreshService asset management configuration and data to identify
inaccurate, incomplete, outdated or duplicate asset records.
o Cleanse and standardize asset data to establish a reliable and accurate asset inventory.
o Develop recommended procedures and standards for asset creation, assignment, updates, transfers and
retirement to ensure data remains accurate and consistent.
o Review the relationship between assets, users, locations, and other relevant records to improve asset
tracking and accountability.
o Develop or enhance asset management reports and dashboards to provide CHA with accurate visibility
into its technology inventory, ownership, location, lifecycle status, and other key asset information.
o Provide recommendations for ongoing asset data governance and periodic data quality reviews to
prevent duplication and maintain the integrity of the asset data.
Deliverables:
* Current-State Assessment
o Assessment of the existing FreshService configuration.
o Identification of gaps, inefficiencies, duplicate data and opportunities for improvement.
o Recommendations prioritized by business impact and effort.
* Service Catalog and Category Redesign
o Redesigned category/subcategory structure.
o Updated service catalog and request types.
o Updated routing and assignment rules.
o Reduction of inappropriate use of “Other.”
o Documentation of the new category structure.
* SLA Framework
o Assessment of existing SLA configurations.
o Recommended service-specific SLA targets.
o Updated priority/urgency definitions and escalation rules.
o Configured and tested SLA workflows.
o SLA performance reporting.
* Asset Management
o Cleaned and standardized asset records.
o Identification and resolution of duplicate records.
o Recommended asset management procedures.
o Updated asset reports/dashboards.
o Documentation of ongoing asset management practices.
* Reporting and Dashboards
o Review and enhancement of existing reports.
o Development of management level dashboards.
o Reports supporting ticket trends, categories, SLA performance, workload, and asset management.
* Workflow and Automation
o Configuration and testing of approved workflows and automations.
o Automated routing and assignment were appropriate.
o Reduction of manual processes and ticket reassignment.
* Documentation and Knowledge Transfer
o Configuration documentation.
o Administrative procedures.
o Training for designated CHA staff.
o Knowledge transfer to ensure CHA can maintain the environment after the consultant’s engagement.
Required Qualifications:
* Must demonstrate extensive experience in the successful implementation and administration of FreshService
platform with complex IT environments that serve multiple departments.
* Provide a minimum of two (2) client references from comparable organizations where the vendor has
implemented or managed FreshService.
* Describe the vendor’s methodology for implementing and aligning FreshService with ITIL best practice.
* Must have a strong technical knowledge of the FreshService software including significant experience with
workflow and process automation, ticket routing and assignment rules, SLA configuration and management.
* Must have experience implementing FreshService asset and configuration management capabilities.
* Must demonstrate the ability to design and implement custom forms, fields, ticket templates to meet specific
business requirements.
* Must demonstrate the ability to report on SLA compliance and trend analysis.
* Must have excellent communication skills, including the ability to produce high-quality documentation.
Flexible work from home options available.
— Sarah J.
·
Marketing Manager
★★★★★
Verified
