ITSM Tool

 Reference NumberAB-2019-02547 Solicitation NumberVBR 0579 - ITSM Tool Organization NameAlberta Public Sector
 Source IDPV.MN.AB.10080.C4 Associated ComponentsNo  Published2019-04-12 Revised Closing2019-04-29 01:00 PM Alberta Time  CategoryEDP Hardware and Software
 GSINSN7030: ADP SOFTWARE
 Region of DeliveryAlberta Region of OpportunityCanada Agreement Type Tender TypeRequest for Proposal (RFP) Estimated Value Solicitation MethodOpen  
ITSM Tool 2.0    SCOPE OF WORK
2.1    Background
The IT Department is in need of an ITSM tool to automate and support operational delivery of IT Services at AFSC.
Historically AFSC IT has supported only AFSC personnel who support the AFSC customer. IT interacts with the AFSC business call centers and a limited number of AFSC external customers. To better serve internal and external clients, a tool that allows for collaboration of processes/procedures among diverse groups/areas will be critical.
An ITSM tool has to be able to

support a more corporate wide ability to manage the audiences of AFSC. Currently our ITSM tool has evolved into an Enterprise Service Management tool that houses more than IT requests:
•    Incidents/Service Requests
o    HR Requests
?    Onboarding
?    Offboarding
?    On Leave Requests
?    Change of Positions
o    Facilities Management
?    Building Security Management
o    Records Management
o    Telecommunication Management
?    Mobile phones
?    Desk Phones
NOTE: The information below is to show the processes and functions expected of the implementation of an ITSM Tool (including the above list of Incident and Service Request types)
    
User Base    700
Agents    160
Processes/Functions    
    Service Level Management
    Incident Management
    Change Management
    Request Fulfillment
    Knowledge Management
    Configuration Management
    Self Service Portal
    
    
Ticket Volume Per Month     1800
Incidents     45%
Requests     55%
Configuration Items    8000+
    
Service Desk Strategy    Centralized IT
Knowledge Transfer    Vendor Implementation / Train the Trainer
2.2     Requirements
AFSC uses the ITIL framework and would like to purchase and implement an ITSM compliant tool that is ITIL certified. The tool must cover all requirements outlined in section 2.3. We are looking for a fully managed Cloud Service with the expectation of the service provider being fully responsible for the patching and upgrading of the application as well as any infrastructure that it resides on.
Please use the following Response Code Guide to complete the Requirements table below:
Response Code    Description
Y – Existing    Standard functionality and will be shown during demo.
F - Future    Not currently available but will be in a future release. Timeframe is to be indicated.
C – Customer Customization    Not included but tools are provided for customization at no additional cost.
V – Vendor Customization    Not included. Customization is available at an additional cost.
T – Third Party    Provided by a third party partnering arrangement. Please indicate any preferred partner agreement.
N- Not Available    Requirement can not be met.
Requirements     Code    Vendor Comments
Overall Solution should:        
Provide access to a fully-featured Service Catalogue via the main application and a Customer Portal        
Fully managed Cloud solution with data residing or hosted in Canada.        
Provide a means to model and automate ITSM work flows         
Provides the flexibility to easily version processes         
Provide for advanced workflow capabilities for clear definition of complex processes.        
Ensure that processes are carried out in a consistent best practice manner that allows for the segregation of duty and traceability of activities.         
Provide specialized approval tasks for a customer via a web based portal interface.        
Provide a configurable, user-friendly interface.         
Provide fully integrated ITIL processes, allowing seamless sharing of data between Incident, Change, Asset Management, Problem.        
Provide the capabilities to integrate with collaboration and dashboard solution         
Integrate with Microsoft Active Directory/Microsoft Azure         
Integrate with Microsoft Exchange/Microsoft Office 365         
Have comprehensive reporting and dashboard capabilities out of the box         
Provide ability to automate tasks that allow a request to progress without requiring user input.        
Provide the ability to schedule regular, recurring requests.        
Provide real-time visibility of progress against Service Level Agreements.        
Provide automatic notification regarding the progress of a request to stakeholders and other interested parties.        
Provide service level for support        
        
ITSM:        
Incident Management        
Provide the ability to define rules that govern the assignment of calls.        
Provide the ability to define rules that govern automatic E-mail notifications that are sent throughout the lifecycle of the call.        
Provide the ability to log and track the progress of Incidents via a customer         
Provide instant identification of potentially related Incidents, Problems and/or Known Errors.        
Clearly define treatment of Incidents, Major Incidents, Problems, Known Errors, Service Requests and Requests for Changes.        
Have the ability to publish Incident solution information to the Knowledge Management System for call reuse.        
Have the ability to “stop the clock” or freeze the SLA Target date on incidents.        
Provide automatic fill option for different fields        
Have the ability to make multiple analyst assignments         
Have the user contact information as well as location information in the call window.        
Problem Management        
Provide real-time trend analysis of Incident data for proactive Problem Management.        
Provide one-click functionality to promote an Incident to a Problem.        
Provide automatic population of associated Incidents with details of a workaround from the Problem.        
Provide automatic resolution of related Incidents when a Problem has been fixed.        
Provide Problem prioritization based on business impact and urgency, available resources and potential risk.         
Provide single-click creation of Problems and Known Errors.        
Provide real-time access to potential solutions via the Knowledge Bank.
        
Provide for seamless integration with Known Error and Change Management processes
        
Change Management        
Provides the ability to automatically assess assets affected by a Change based on Asset information         
Provide the ability to assess potential collisions of a Change        
Provide visual representation of the various tasks required to complete a request.        
Able to Identify stakeholders involved in a change        
Able to prioritize Changes
        
Able to have Change Categories (ie. Normal, Standard, Emergency, Expedite)
        
Provide visibility of a Forward Schedule of Change        
Knowledge Management        
Have Industry best practice Knowledge Center Support (KCS) verification.        
Provide Knowledge Management with seamless integration with other service management processes.        
Provide automatic alerts to relevant articles to assist with call resolution.        
Provide Self-Service Knowledge Management access via the Customer Portal.        
Provide Support for semantic searching.        
Provide automated keyword mining from linked articles.        
Request Fulfillment        
Provides workflow templates for employee on-boarding / off-boarding        
Provides a base set of workflows for standard requests        
Provide automatic notification of request details to stakeholders in the organization.        
Provide the ability to log and track the progress of Requests via a customer        
Have the ability to have multiple assignments made for different support teams as well as individual action items for each support team all within the same request.        
Provide the ability to automatically log calls from web browsers using self service
        
Service Level Management        
Provides service level management templates         
Provides service catalogue templates         
Provides operating level agreement templates        
Provides vendor underpinning contract templates        
Provide a comprehensive Service Catalog listing all of the services currently being provided.        
Provide the application of Service Level Agreements, Operational Level Agreements and Underpinning Contracts across the full range of ITIL service support and service delivery processes.        
Service targets that can be configured to meet business needs. It would be good if this configuration included visual identification (E.g. color-coding) for the different SLA levels as they are reached (E.g. yellow for 75%, red for 100%, etc).        
Provide integrated notification support for internal escalation and breach of service alarms.        
Provide automated agreement identification when an Incident is logged or details are updated.        
Provide real-time monitoring to track the progress of calls and requests against Service Level Agreements        
Asset Management        
Allow for costs associated with asset information        
Allow for procurement information for the asset (PO number, date of acquisition)        
Provide chain of custody as well as lifecycle information by allowing assets to be associated to Incidents, Service Requests, Problems, Changes         
Provide the ability to specify who can view and update Assets        
Provide fully federated, easily deployed CMDB        
Provide out of the box integrations with best of breed asset discovery, monitoring systems and management tools.        
Allow for the tracking of multiple types of assets with default attributes that can be configured as needed        
Allow for the capture of disposal information on an asset        
2.3    Value Add
The Vendor may describe two (2) significant value added services provided relative to the scope of work provided to other clients including the Vendor’s commitment for future support.
The Proposal should contain a description of value added services provided by the Vendor and the strategy that the Vendor would employ in proposing a similar type of service to AFSC.
Below is a table of additional value add components that AFSC may consider please advise if they are available through your solution.
Value-Add     Code    Vendor Proposal
Future Expansion capabilities        
Availability Management        
Event Management        
Release Management        
Configuration Management        
IT Financial Management        
Contract Management        
Vendor Management
        
Remote Desktop capability         
Software Compliancy        
Health and Safety        
Online Chat function for analysts to use with clients
        
2.4     Demo Criteria
AFSC will use the method of requesting demonstrations from vendors who submit a response and will use the above list of requirements as a criteria for evaluating them.
Upon closing of the VBR, the vendors will be asked to do a presentation of the product, providing a live demonstration of the product functionality using the Vendors’ equipment based on the tables above
All demonstrations will be scheduled and evaluated based on the requirements in the tables above and expected to be approximately 1 hour in length.
Please ensure that you have the appropriate resources available for the demos. Demos can be presented via Webex and conference call.
From these demonstrations, a shortlist of vendors will be chosen where the products will be evaluated further using a 3-week trial for AFSC and must fulfill the requirements in the table in Appendix D.
2.5    Shortlist Vendors
Vendors that reach the shortlist will be evaluated based on the Trial Test Script in Appendix D.
2.5.1    Trial Access
The shortlisted vendors will be asked to pilot their solution for up to 3 weeks.
The Vendor will be asked to provide the SaaS in such a manner that AFSC can use real data on a day to day basis for up to 3 weeks.
AFSC will work with the Vendor to provide information for configurations and test data (to simulate a volume of information/activity in the tool) needed for the pilot.
Please include your methodology for preparing a trial environment. As well include if particular resourcing from AFSC is required.
2.6     Implementation Requirements for successful vendor
Please provide your methodology and approach for implementation which includes the following requirements:
a)    Configuration and user Training – To be negotiated with successful Vendor.Install and configure the ITSM software and ensure it works for AFSC requirements.
b)    Provide a recommended approach for adding a test environment
c)    Provide training materials/manuals.
d)    Provide a user guide.
e)    Provide hands on training to AFSC personnel during configuration of ITSM software
f)    Ensure that there is a repeatable, tested process to rebuild the environment from ground up. This is critical for DRP purposes.
g)    Provide data model with clearly defined primary keys and table relationships.
Please note that the identified scope of work is an overview of the requirements.    
Respondents may identify any additional tasks, based on their previous experience of similar nature and scope that may be of relevance to AFSC.
2.7    Resources
Included as part of the scope of this VBR, AFSC expects to implement and configure the initial deployment and maintain a relationship with a vendor that has qualified personnel to assist with future configuration needs.
These will be engaged on an as needed basis beyond the initial implementation and configuration.
There would be assigned resources that would be provided to work with internal AFSC employee(s) for the requirements needed. AFSC would be invoiced based on the resources hourly rate as specified in section 4.0 Pricing.
2.8    Technology Information
(Up to date information or the current technology that is utilized within AFSC that would impact the Vendor)
AFSC currently has Windows 10 with IE and Chrome browsers.
http://vendor.purchasingconnection.ca/Opportunity.aspx?Guid=E81D231D-F791-4866-B073-1503A615626E    NameMichelle Yurko Address City State / Province Country Postal Code Phone4037828549 Fax Email Website URL