Immigration & Naturalization Service, Procurement Division, 425 I Street, N.W., Room 2208, Washington, DC 20536

70 -- REMEDY SERVER SOFTWARE SOL SID-6-246 DUE 043096 POC Kathleen Egbert, Computer Specialist, (202) 307-5810. INS intends to purchase software to support the Network Control Center and INS Help Desk. Support shall include a trouble ticket system for tracking all hardware, software, communications and router network, database, and system software problems for both the INS Local Area Networks and Wide Area Networks. The Trouble Ticketing System shall provide a mechanism to initiate a series of actions upon the occurrence of any outage. The Ticketing System shall receive input from the Operating Network Management Platform in order to generate a trouble ticket.The Network Management Platform and the Trouble Ticketing System must be integrated in order to alert the INS Help Desk and support personnel of Network Outages in an immediate manner to allow repair before the problem significantly impacts users. This system will be fully applied to the Help Desk, Service Request, and Service Bulletin operations. The request must be generated and appropriate personnel alerted in a timely manner to expeditiously solve the problem. The Trouble Ticket System database must have an auto-populate function for required fields to contain sufficient information for the technical staff to identify, diagnose, and resolve the problem. Numbered Note 22 Remedy Corporation (0101)

Loren Data Corp. http://www.ld.com (SYN# 0321 19960411\70-0004.SOL)