SITA Document R3.0f (Feb 2001) - etenders.treasury.gov.za 1961... · Web viewThe solution must...

State Information Technology Agency (SOC) LTDRegistration number 1999/001899/30

Request for information

You are hereby invited to submit a proposal for the requirements of the State Information Technology Agency

RFI number: RFI 1961-2019

Closing date: 18 July 2019

Closing time: 11H00 AM

Description: Request For Information For An IT Service Management System.

Responses may be posted to: Or Deposited in the bid box situated at: Tender Office, Pongola in Apollo, 459 Tsitsa Street, Erasmuskloof, Pretoria (Head Office)

SITA (SOC) Ltd SITA Head OfficeP O Box 26100 459 Tsitsa StreetMonument Park Erasmuskloof, Pretoria0105 0181

Respondents should ensure that responses are delivered in time to the correct address. If the response is late, it will not be accepted for consideration. The bid box is generally accessible 24 hours a day, 7 days a week.

The following particulars must be furnished:

Service provider/supplier:

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Contact person

Telephone number

Fax number

E-mail address:

Postal address

physical address

On behalf of the service provider/supplier:

_____________________ Signature Date

Position Name of bidder

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CONTENTS

General terms and conditions.................................................................................................41. Introduction...................................................................................................................42. Definitions.....................................................................................................................43. Acronyms, abbreviations and technical definitions..........................................................54. Confidentiality...............................................................................................................55. Precedence of documents...............................................................................................66. Language.......................................................................................................................77. Gender..........................................................................................................................78. Headings.......................................................................................................................79. The manner for submission of the RFI.............................................................................710. Instructions for submission of the RFI.............................................................................811. Briefing sessions............................................................................................................912. Background information.................................................................................................9

12.1 Introduction.......................................................................................................................................912.1.1 Incident management:.............................................................................................................912.1.2 Problem management:............................................................................................................912.1.3 Change and Release management:.........................................................................................912.1.4 Asset Management:...............................................................................................................1012.1.5 Service Level management:..................................................................................................1012.1.6 ITIL Process Management:.....................................................................................................1012.1.7 Configuration Management Database:..................................................................................1012.1.8 Request Management:...........................................................................................................1012.1.9 Service Catalogue:.................................................................................................................10

12.2 Scope...............................................................................................................................................1113. Evaluation criteria........................................................................................................11

13.1 Overview.........................................................................................................................................1114. TECHNICAL MANDATORY...............................................................................................13

14.1 TECHNICAL MANDATORY REQUIREMENTS.......................................................................................1314.2 TECHNICAL NON-MANDATORY REQUIREMENTS..............................................................................3414.3 BID PRICING SCHEDULE...................................................................................................................36

14.3.1 PRODUCT OR SERVICE PRICING.............................................................................................37

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General terms and conditions

1. Introduction1.1 “SITA” is a company with limited liability duly incorporated in accordance with the

Companies Act of the Republic of South Africa, company registration number 1999/001899/07, and in terms of the State Information Technology Agency Act No. 88 of 1998 [Hereinafter referred to as “SITA Act”] as amended by Act 38 of 2002.

1.2 SITA is mandated in accordance with section 7(g) of the Act to render ICT services to government departments, and to act as the procurement agency of the Government.

1.3 SITA herewith invites respondents to provide information on Competency Assessment Tools for Information Technology (IT) Technical Jobs for SITA.

2. Definitions2.1 “RFI” - a request for information, which is a written official enquiry document

encompassing all the terms and conditions of the information in a prescribed or stipulated form.

2.2 “RFI response” - a written response in a prescribed form in response to an RFI.2.3 “Acceptable RFI” - any RFI, which, in all respects, complies with the specifications and

conditions of the RFI as set out in this document.2.4 “Vendors” - any enterprise, consortium or person, partnership, company, close

corporation, firm or any other form of enterprise or person, legal or natural, which has been invited by SITA to submit a bid in response to this RFI.

2.5 “Client” - Government departments, provincial and local administrations that participate in SITA procurement processes.

2.6 “Consortium” - several entities joining forces under an umbrella to gain a strategic collaborative advantage by combining their expertise, capital, efforts, skills and knowledge for the purpose of executing a tender.

2.7 “Goods” –any work, equipment, machinery, tools, materials or anything of whatever nature to be rendered to SITA or Government in terms of a bid.

2.8 “Hosting Partners” - companies who entered into an agreement with SITA in the areas of application management; application hosting, application service provision, and marketplace hosting are incorporated in this category.

2.9 “Internal Collaboration” - collaborative arrangements within a group of companies or within various strategic business units/subsidiaries/operating divisions in order to gain a strategic position whilst sharing resources, profits and losses as well as risks.

2.10 “Management” - in relation to an enterprise or business, means an activity inclusive of control, and performed on a daily basis, by any person who is a principal executive officer of the company, by whatever name that person may be designated, and whether or not that person is a director.

2.11 “Organ of State” - a constitutional institution defined in the Public Finance Management Act, Act 1 of 1999.

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2.12 “Person (s)” - a natural and/or juristic person (s).2.13 “Respondent” – any person (natural or juristic) who forwards an acceptable RFI in

response to this RFI with the intention of being the main contractor should the RFI be awarded to him.

3. Acronyms, abbreviations and technical definitions3.1 The following acronyms and abbreviations are used in this information and must be

similarly used in the information submitted in response and shall have the meaning ascribed thereto below.

Term AcronymsGITOC Government IT Officers CouncilICT Information and Communication TechnologyIMS Information Management SystemIS Information SystemsISO International Standards OrganizationIT Information TechnologyLAN Local Area NetworkOEM Original Equipment Manufacturer (see Brand owner, Legal entity)PPPFA Preferential Procurement Policy Framework ActRFI Request for InformationRSA Republic of South AfricaSITA State Information Technology Agency

4. Confidentiality4.1. The information contained in this document is of a confidential nature, and must

only be used for purposes of responding to this RFI. This confidentiality clause extends to all respondent(s) or associates whom you may decide to involve in preparing a response to this RFI.

4.2. For purposes of this process, the term “confidential information” shall include all technical and business information, including, without limiting the generality of the foregoing, all secret knowledge and information (including any and all financial, commercial, market, technical, functional and scientific information, and information relating to a party’s strategic objectives and planning and its past, present and future research and development), technical, functional and scientific requirements and specifications, data concerning business relationships, demonstrations, processes, machinery, know-how, architectural information, information contained in a party’s software and associated material and documentation, plans, designs and drawings and all material of whatever description, whether subject to or protected by copyright, patent or trademark, registered or un-registered, or otherwise disclosed or communicated before or after the date of this process.

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4.3. The receiving party shall not, during the period of validity of this process, or at any time thereafter, use or disclose, directly or indirectly, the confidential information of SITA (even if received before the date of this process) to any person whether in the employment of the receiving party or not, who does not take part in the performance of this process.

4.4. The receiving party shall take all such steps as may be reasonably necessary to prevent SITA’s confidential information coming into the possession of unauthorised third parties. In protecting the receiving party’s confidential information, SITA shall use the same degree of care, but no less than a reasonable degree of care, to prevent the unauthorised use or disclosure of the confidential information as the receiving party uses to protect its own confidential information.

4.5. Any documentation, software or records relating to confidential information of SITA, which comes into the possession of the receiving party during the period of validity of this process or at any time thereafter or which has so come into its possession before the period of validity of this process:

4.5.1 Shall be deemed to form part of the confidential information of SITA,4.5.2 Shall be deemed to be the property of SITA;4.5.3 Shall not be copied, reproduced, published or circulated by the receiving

party unless and to the extent that such copying is necessary for the performance of this process and all other processes as contemplated in; and

4.5.4 Shall be surrendered to SITA on demand, and in any event on the termination of the investigations and negotiations, and the receiving party shall not retain any extracts.

5. Precedence of documents5.1 This RFI consists of a number of sections. Where there is a contradiction in terms

between the clauses, phrases, words, stipulations or terms and herein referred to generally as stipulations in this RFI and the stipulations in any other document attached hereto, or the RFI submitted hereto, the relevant stipulations in this RFI shall take precedence.

5.2 Where this RFI is silent on any matter, the relevant stipulations addressing such matter and which appears in the SITA Procurement Policy and Procedures shall take precedence. RFI shall refrain from incorporating any additional stipulations in its RFI submitted in terms hereof other than in the form of a clearly marked recommendation that SITA may in its sole discretion elect to import or to ignore. Any such inclusion shall not be used for any purpose of interpretation unless it has been so imported or acknowledged by SITA.

5.3 It is acknowledged that all stipulations in the SITA Procurement Policy and Procedures are not equally applicable to all matters addressed in this RFI. It however remains the exclusive domain and election of SITA as to which of these stipulations are applicable and to what extent. The vendors are hereby acknowledging that the decision of SITA in

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this regard is final and binding. The onus to enquire and obtain clarity in this regard rests with the vendors. The vendors shall take care to restrict its enquiries in this regard to the most reasonable interpretations required to ensure the necessary consensus.

6. Language6.1 Responses shall be submitted in English.

7. Gender7.1 Any word implying any gender shall be interpreted to imply all other genders.

8. Headings8.1 Headings are incorporated into this RFI and submitted in response thereto, for ease of

reference only and shall not form part thereof for any purpose of interpretation or for any other purpose.

9. The manner for submission of the RFI9.1 Vendors shall submit RFI response in accordance with the prescribed manner of

submissions as specified below.9.2 Vendors shall submit one (1) original copy, 1 (one) hard copy and 1 (one)

electronic copy (on a single CD/DVD) in DOC or PDF format.9.3 The original copy must be signed IN INK by an authorised employee, agent or

representative of the respondent and initialised on each and every page of the information.

9.4 Respondents are requested to complete their responses in electronic format, in the spaces provided for answers within this document.

9.5 The CD / DVD must be marked with the responding organisation’s name and RFI number. The CD / DVD must be enclosed in a cover that is also marked with the responding organisation’s name and RFI number.

9.6 All additions to the information documents i.e. appendices, supporting documentation, photographs, technical specifications and other support documentation covering suggested solutions etc. shall be neatly bound as part of the schedule concerned. No product information or company profiles will be considered.

10. Instructions for submission of the RFI10.1 RFI responses must be submitted in a prescribed format herewith reflected as

Response Format, and be sealed in an envelope addressed as follows:

RFI number: RFI 1961-2019

RFI description: Request for Information for an IT Service management system.

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Addressed to: Supply Chain ManagementSITA Head Office459 Tsitsa StreetErasmuskloofPretoria0105

10.2 Vendors shall submit information responses in accordance with the prescribed manner of submissions as specified above.

10.3 RFI Responses must be deposited into SITA’s Tender box on or before 18 July 2019 not later than 11h00 South African Time. The Tender Box is situated at Tender Office, Pongola in Apollo, 459 Tsitsa Street, of SITA Head Office in Erasmuskloof, Pretoria.

10.4 The physical size of the RFI Response must be limited to 750mm x 300mm x 90mm as the Tender Box aperture cannot accommodate larger sizes.

10.5 All responses in this regard shall only be accepted if they have been placed in the tender box before or on the closing date and stipulated time.

10.6 RFI responses sent by post or courier must reach this office at least 36 hours before the closing date to be deposited into the information box. Failure to comply with this requirement will result in your information being treated as “late response” and will not be entertained. Such responses will be returned to the respective vendors.

10.7 No information shall be accepted by SITA if submitted in any manner other than as prescribed above.

10.8 SITA will not disqualify any vendor for purposes of this Request for Information.10.9 There will be NO PUBLIC OPENING of the RFI responses received and; however, the list

of bids received may be published on the SITA website.10.10 Unless specifically provided for in the information document, responses submitted by

means of telegram, telex, facsimile or similar means will not be considered.10.11 No response from any vendor with offices within the RSA will be accepted if sent via

the Internet or e-mail. However responses from international vendors with no office or representation in the RSA will be accepted if received via the Internet or E-mail before the closing date and time.

10.12 SITA will not be liable for any costs incurred by the respondents in the preparation of response to this RFI. The preparation of responses will be made without obligation to accept any of the suggestions included in any response, or to discuss the reasons why such suggestions were accepted or rejected.

10.13 Responses are non-binding on both SITA and the respondent.10.14 Respondents may respond only to selected parts of the document, should they choose

to do so.10.15 All questions in respect of this RFI must be forwarded to [email protected] or

[email protected]

11. Briefing sessions11.1 No briefing session will be held for this RFI.

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mailto:[email protected]

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12. Background information

12.1 Introduction

As part of governance and due process, SITA would like to poll industry to assess and evaluate whether the ITSM technology is still the most efficient and cost effective solution. The primary criteria of this validation will be to assess the economic viability and efficiency of the solution. As a guideline, SITA will evaluate functional performance of the solutions against the appropriate Information technology Information technology Information technology Service management system dimensions as measured by Gartner. The primary requirements for the solution include:

12.1.1 Incident management:

System functionality that will drive the process to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, ensuring that agreed levels of service quality are maintained.

12.1.2 Problem management:

System functionality that will drive the process to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented. The Information Technology Infrastructure Library defines a problem as the cause of one or more incidents.

12.1.3 Change and Release management:

System functionality is required that will drive the Change process. While Change Management is intended to be used with most minor, individual and general changes, Release and Deployment Management is primarily aimed at being used with large sets of grouped changes (also known as a release).

12.1.4 Asset Management:

System functionality that will drive the process of developing, operating, maintaining, upgrading, and disposing of assets in the most cost-effective manner (including all costs, risks and performance attributes).

12.1.5 Service Level management:

System functionality is required to will drive SLM (Service Level Management) Service Level Management (SLM) includes monitoring and service quality management on the basis of defined quality indicators (SLA) that are among basic key performance indicators (KPI) in the organization. Service Level Management, the abbreviation SLM is usually used.

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12.1.6 ITIL Process Management:

System functionality that will assist with ITIL and ITSM process modelling.

12.1.7 Configuration Management Database:

System functionality is required that will drive the process to do Configuration Management. Configuration Management (CM) is an Information Technology Infrastructure Library (ITIL) version 2 and an IT Service Management (ITSM) process that tracks all of the individual Configuration Items (CI) in an IT system which may be as simple as a single server, or as complex as the entire IT department.

12.1.8 Request Management:

System functionality is required to configure a Request fulfilment is the process. This process is responsible for managing the life cycle of all service requests from the users. It is the process for dealing with service requests, many of them are actually smaller or low risk. The purpose needed to fulfil a request will vary depending upon exactly what is being requested.

12.1.9 Service Catalogue:

System functionality is required for a Service Catalogue. This is the only part of the ITIL Service Portfolio published to Customers, and is used to support the sale and delivery of IT Services. The Service Catalogue includes information about deliverables, prices, contact points, ordering and request Processes.

12.1.9.1 Knowledge Management:

System functionality is required for Knowledge management. This is the systematic management of an organization's knowledge assets for the purpose of creating value and meeting tactical & strategic requirements; it consists of the initiatives, processes, strategies, and systems that sustain and enhance the storage, assessment, sharing, refinement, and creation of Knowledge articles.

12.2 ScopeThe scope of this RFI comprises the following:

Provide information regarding an Information Technology Service management solutions to ensure that SITA can select the most appropriate and economically viable option;

Provide responses and associated budgetary costs for the Procurement and Implementation of an Information Technology Service management solutions. The associated budgetary costs should also include maintenance and ad hoc support services to maintain the system at its full, functional and operational level.

The system must be maintained and supported in a secure VPN specifically built for the service management technologies, or

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The solution must have the capability to be hosted in a VPN - static or cloud. The cloud server infrastructure (farm) must reside in South Africa.

13. Evaluation criteria

13.1 OverviewThe following criteria will be used to evaluate the RFI responses. The evaluation criteria will assist SITA in selecting the most appropriate IT Service Management solution.The evaluation criteria will be based on the following:

The Gartner IT Service Management solution magic quadrant in which the technology resides;

Costing for the development and implementation of the solution (as per the RFI costing/pricing model under point 13.3.1);

Technical capability (as per the functional/technical specifications under point 13.2); Costing for the training of 6 technical resources and 1 technical manager to ensure SITA

has the knowledge and capability to maintain and support this technology. Specify the cost for classroom (off-site), in-house classroom training (on-site) and over the shoulder training.

Information technology service management systemSolution 1

Information technology service management systemSolution 2

Information technology service management system Solution 3

Information technology service management system Solution 4

The Gartner Information technology service management system magic quadrant in which the technology residesScore 1: Not included in IT Service management quadrant; Score 2: included in IT Service management quadrant; Score 3: Top of IT Service management quadrantGartner IT Service management Magic QuadrantCosting for the on-boarding of a new customer (as per the RFI costing model)

Score 1: Most expensive customer on-boarding; Score 2: between most and least expensive customer on-boarding; Score 3: Least expensive customer on-boardingCosting (on-boarding new customer)Technical capability (as per the technical bid specification template)

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Score 1: Less than 90% mandatory technical requirements met (< 90%); Score 2: equal to and greater than 90% mandatory technical requirements met (=> 90%); Score 3: 100% of mandatory technical requirements met (= 100%)Technical CapabilityCosting for the training of 6 technical resources and 1 technical manager to ensure SITA has the knowledge and capability to maintain and support this technology. Specify the cost for classroom (off-site), in-house classroom training (on-site) and over the shoulder training.Score 1: Most expensive SITA resource training; Score 2: between most and least expensive SITA resource training; Score 3: Least expensive SITA resource trainingTraining of SITA resourcesTotal

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14. TECHNICAL MANDATORYINSTRUCTION AND EVALUATION CRITERIA:The bidder must comply with ALL the requirements by providing substantiating evidence in the form of documentation or information, failing which it will be regarded as “NOT COMPLY”. The bidder must provide a unique reference number (e.g. binder/folio, chapter, section, page) to locate substantiating evidence in the bid response. During evaluation, SITA reserves the right to treat substantiation evidence that cannot be located in the bid response as “NOT COMPLY”. The bidder must complete the declaration of compliance by marking with an “X” either “COMPLY”, or “NOT COMPLY” with ALL of the technical mandatory requirements, failing which it will be regarded as “NOT COMPLY”. The bidder must comply with ALL the TECHNICAL MANDATORY REQUIREMENTS in order for the bid to proceed to the next stage of the evaluation.

14.1 TECHNICAL MANDATORY REQUIREMENTS

TECHNICAL MANDATORY REQUIREMENTS Substantiating evidence of compliance(used to evaluate bid)

Evidence reference(to be completed by bidder)

1) BIDDER CERTIFICATION / AFFILIATION REQUIREMENTS

The bidder must provide full particulars regarding agreements and partnerships with vendors for supplying IT Service management products;The bidder must have support resources that have completed official training from the relevant IT Service management solution OEM.

Provide a copy of a valid letter from OEM or OSM indicating, (a) the bidder name, (b) the bidder is an OEM or OSM partner/vendor, (c) date the partnership was established, and (d) information stating that the partnership is valid at time of bid.

Provide a copy of the certification from the OEM or OSM obtained for support resources that will be assigned to SITA.

Note: All letters, certificates or licenses must be in writing, dated, signed and on a letterhead of the entity that issued the letter.

Provide unique reference to locate substantiating evidence in the bid response

2) BIDDER EXPERIENCE AND CAPABILITY REQUIREMENTS

Provide 2 letters of affirmation from

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The bidder must have provided the relevant IT Service management solution to at least 2 customers during the past five (5) years.

Business or Government customers to whom the project or service was delivered. Each letter must be dated, signed and on a letterhead of the customer and indicate:(a) The customer Company name and physical address;(b) Customer contact person’s name, telephone number and email address;(c) For a Business customer, the Company Registration Number as registered with Companies and Intellectual Property Commission (CIPC);(d) Project scope of work;(e) Product scope;(f) Project Start and End Date.

3) BIDDER COMPLIANCE REQUIREMENTSThe bidder and software needs to comply with security standards around the protection of sensitive information similar to those addressed through the Protection of Personal Information Act.4) INCIDENT MANAGEMENTThe bidder must supply an IT Service management solution with the following capabilities:

(a) The solution must facilitate the creation, modification and closure of Incident records.

(b) The solution must support the input of free text for the recording of Incident descriptions and resolution activities.

(c) The solution must provide role-

Provide the product specification brochure or technical documentation indicating how the proposed product or solution complies with the technical requirements for an Information Technology Service management

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based access to users who can open, modify and close Incident records.

(d) The solution must automate the rapid classification and recording of Incidents.

(e) The solution must facilitate customizable thresholds for automated escalation.

(f) The solution must enable priority, impact, and urgency indicators to be allocated to Incident records.

(g) The solution must support the automated routing (alerting) of Incidents to selected support staff or groups. For example the Service Desk, Network Operations, etc.

(h) The solution must facilitate flexible report generation.

(i) The solution must facilitate the production of management reports from historical Incident records.

(j) The solution must facilitate the analysis of Incident and call data to identify trends.

(k) The solution must be able to generate reports on outstanding (unresolved) Incidents.

(l) The solution must provide a secure historical audit log of all Incident updates and resolution activities.

(m) The solution must facilitate Incident closures by utilizing customizable Incident closure codes.

(n) The solution must provide search capabilities for closed Incidents.

(o) The solution must enable access requests and password resets to be performed via the incident management console.

(p) The solution must facilitate master-slave relationships between incidents to indicate duplicate incidents.

(q) The solution must have a Contact field in addition to a Customer field.

solution.

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(r) The solution must allow the quick selection of a customer.

(s) The solution must provide access to service level targets from Incident requests.

(t) The solution must provide multi-tenancy technology to reach across business units, regions and languages with a single, unified solution.

(u) The solution must have business service awareness.

(v) The solution must have "My Search" capability.

(w)The solution must have "Watch List" capability.

(x) The solution must have best practice process flow capability down to work instructions.

(y) The solution must have mobile applications.

(z) The solution must provide mobile apps available both online and offline.

(aa) The solution must provide mobile apps enforce ITIL compliance.

(bb) The mobile apps must provide smart menus to manage long lists of data, such as assets and employees.

(cc) The solutions mobile apps must be able to receive alerts when new events occur.

(dd) The solutions mobile apps must be able to handle conflict resolution when multiple users access the same record in the field.

(ee) The solutions mobile apps must be able to facilitate Incident matching. For example, listing all possible Problem matches keyed on the categorization tree.

(ff) The solutions mobile apps must be able to enable and maintain the relationships between Incident, Known Error, and Problem records.

(gg) Does to tool facilitate the production of reports from Incident data that can be used by

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Problem Management to identify any degradations to Service(s) or unavailability.

(hh) The solution must be able to integrate with password management solutions to automatically track password changes performed through self-service.

(ii) The solution must be able to integrate with a Knowledge Management module.

(jj) The solution must be able to facilitate access to the CMDB to navigate, modify and extract Incident related information.

(kk) The solution must be able to integrate access to CMDB data

(ll) The solution must be able to integrate and facilitate native access to Change Management information such as Change schedules and Change history.

(mm) The solution must support an interface with the Change Management tool to determine whether scheduled Changes provide a solution to an existing Incident.

(nn) The solution must be able to facilitate the recording of categorization codes in terms of affected Service or CI type.

(oo) The solution must be able to facilitate Incident Management to notify and assign high priority Incidents to multiple destinations.

(pp) The solution must facilitate the dissemination of information to the user community. For example, an interface that allows users to check the status of requests or view outage information. Or broadcast messages to IT support and end users.

(qq) The solution must be able to facilitate the automatic prioritization, assignment, and escalation of Incidents based on the record categorization.

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(rr)The solution must be able to facilitate the automatic escalation of Incidents based on affected users and pre-determined time intervals or milestones.

(ss) The solution must be able to facilitate the use of knowledge and or support scripts for Incident diagnosis and resolution.

5) PROBLEM MANAGEMENT(a) The bidder must supply an IT

Service management solution with the following capabilities:

(b) The solution must facilitate the creation, modification, and closure of Problem records.

(c) The solution must support the ability to distinguish between an Incident, Problem, and Known Error.

(d) The solution must facilitate the matching of Incidents to Problems and Known Errors.

(e) The solution must support the ability to route and assign Problem records to pre-defined support staff or groups.

(f) The solution must enable impact and urgency codes to be assigned to Problem records.

(g) The solution must facilitate progress tracking and monitoring of Problems. For example, tracking ownership and responsibility for resolving the Problem.

(h) The solution must provide historical data on Problems and Known Errors for use by support staff during the investigation process.

(i) The solution must facilitate the generation of customizable management reports. For example, can the tool facilitate trend analysis reports to identify potential Problems before they occur.

(j) The solution must facilitate the entry of free text for the recording of Problem descriptions and resolution activities.

Provide the product specification brochure or technical documentation indicating how the proposed product or solution complies with the technical requirements for an Information Technology Service management solution.

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(k) The solution must provide a secure historical audit log of all Incident updates and resolution activities.

(l) The solution must facilitate Incident closures by utilizing customizable Incident closure codes.

(m) The solution must provide multi-tenancy technology to reach across business units, regions and languages with a single, unified solution.

(n) The solution must have best practice process flow capability down to work instructions.

(o) The solution must have business service awareness.

(p) The solution must make relevant problems accessible to end users.

(q) The solution must have native access to Change Management information such as Change schedules and Change history.

(r) The solution must have access to Change Management data require any type of integration, or is Change Management built on the same platform as Problem Management.

(s) The solution must facilitate the association and maintenance of the relationships between Known Error records and RFCs.

(t) The solution must facilitate secure and controlled access to the CMDB to navigate, modify, and extract Problem Management related information. For example, the use of historical CI audit logs.

(u) The solution must differentiate between the criticality of CIs to assist Problem Management staff in classifying Problem records.

(v) The solution must have access to CMDB data require any type of integration, or is the CMDB built on the same platform as Problem Management.

(w)The solution must be able to facilitate links with the CMDB to

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enable the updating of Problem records with Configuration information. (Including CI components, relationships, and dependencies).

(x) The solution must be able to facilitate the association and maintenance of the relationships between Incident and Problem records.

(y) The solution must be able to facilitate the automation of escalation procedures from Incident Management to Problem Management. For example, contact staff, department, and actions required.

(z) The solution must enable the Problem Management team to communicate status and progress reports, as well as temporary solutions and workarounds to the Service Desk staff.

(aa) The solution must be able to increase the severity or impact rating of a Problem according to the number of associated Incidents and/or the number of End Users affected.

(bb) The solution must be able to facilitate the dissemination of information to the user community. For example, an interface that allows users to check the status of requests or view outage information. Or broadcast messages to IT support and end users.

6) CHANGE AND RELEASE MANAGEMENT

The bidder must supply an IT Service management solution with the following capabilities:

(a) The solution must be able to facilitate the monitoring and tracking of the life cycle of a Change request. For example, tracking a Change through the different stages of authorization, coordination, and implementation and final review.

Provide the product specification brochure or technical documentation indicating how the proposed product or solution complies with the technical requirements for an Information Technology Service management

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(b) The solution must be able to facilitate the ability to control, read, write, and modify access for Change Management staff, Change builders, implementers, testers, etc. to update Change records throughout the Change lifecycle.

(c) The solution must be able to facilitate the routing of RFCs to the appropriate authorization bodies as defined within the ITIL Change Management Process. For example, Category 1 – Change Manager, Category 2 – Change Advisory Board, Category 3 – IT Executive.

(d) The solution must be able to facilitate the configuration and routing of multiple approval processes for a Change Request to the appropriate authorization bodies. Examples: Level based approval, sequenced approvals, approvals based on the Impacted Area or Service affected.

(e) The solution must be able to facilitate the ability to reject Changes. For example: Status of reject, ability to record reason for rejection, notification to the Service Desk and End Users.

(f) The solution must be able to facilitate the recording of risk and impact assessment information within the Change record in order to support the Change authorization process. For example, the embedding of attachments such as technical reviews and reports.

(g) The solution must be able to facilitate the production of Change schedules. For example, build, testing, and implementation schedules.

(h) The solution must be able to facilitate the recording of back-out procedures within the Change record.

(i) The solution must be able to

solution.

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facilitate notification and escalation throughout the Change lifecycle should Service Levels be breached.

(j) The solution must be able to facilitate the scheduling of Change reviews for implemented Changes after definable time periods.

(k) The solution must be able to facilitate customization of reporting functions. For example, ability to build custom report types based upon multiple field, multiple record selection.

(l) The solution must be able to facilitate Risk Assessment: Evaluate Track, and Manage Associated Risk.

(m) The solution must include a Release Management Module – enabling full governance of the Operational Release Management process to support the lifecycle of the Release from initiation through planning, building, testing deploying and close down.

(n) The solution must be able to facilitate Collision Detection that identifies potential change collisions, and provides ability to managed and resolve potentially harmful conflicting Changes.

(o) The solution must contain Key Performance Indicator's (KPI's) or ROI to track and measure success of the processes.

(p) The solution must contain ROI's to measure baseline costs against actual costs that would have been incurred in effort to recover from a process failure before the tool was implemented.

(q) The solution must be able to facilitate Change Impact Management through Change Impact Analysis and Impact Simulation.

(r) For example, report through a complete set of automated, intelligent and accurate change impact assessment tools which

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may be used to proactively understand the impact of change and mitigate associated risks.

(s) The solution must contain any Best Practice Templates for the Release Management and Change Management processes.

(t) The solution must have mobile applications.

(u) The mobile apps must be available both online and offline.

(v) The mobile apps must be able to enforce ITIL compliance.

(w)The mobile apps must be able to provide smart menus to manage long lists of data, such as change managers and assets.

(x) The mobile apps must be able receive alerts when critical events occur.

(y) The mobile apps must be available handle conflict resolution when multiple change managers access the same request.

(z) The solution must be able to facilitate the closure of Known Errors, Problems and Incidents when a related Change is successfully implemented.

(aa) The solution must be able to facilitate the communication of Change information and schedules that can be distributed to the Service Desk and user groups. For example, the use of email and whiteboard communication methods.

(bb) The solution must be able to facilitate out of the box the bidirectional integrations between Change Management and operational automation processes to provision, extend and decommission VM’s. This would ensure a rapid deployment and configuration or VM's as well as a closed looped process.

(cc) The solution must be able to facilitate out of the box the bidirectional integrations between Change Management and

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operational automation processes to provide Closed-loop audit and configuration compliance workflows. For example, two-way integration users can open up a job and automatically pass critical data, which these targets will receive, change and task IDs to track the change through the closed-loop process, and approved deployment timing.

(dd) The solution must be able to facilitate Change Management out of box integrations to Configuration Automation for Networks. For example, it must be able to integrate operational automation processes with change management processes.

(ee) The solution must have the facilities exist for establishing and maintaining the logical association between Known Errors and Changes. For example, automatic linkage when a Change record is created, ability to link known Error and Problem records.

(ff) The solution must be able to facilitate the Problem Management process being kept apprised of future, current, and historic Changes.

(gg) The solution must be able to facilitate the task of updating CI information in the CMDB. For example, the Change tool integrated with the CMDB to the level that CI records can be associated to the Change record must be updated as part of the Change Management workflow.

(hh) The solution must have access to CMDB data require any type of integration, or is the CMDB built on the same platform as Change Management.

(ii) The solution must have access CI detail to assist in the assessment of Change authorization. For example, the use of impact information such as relationships

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and CI criticality when considering authorization of a Change request.

(jj) The solution must be able to enable impact assessment and resource requirement information to be drawn from all appropriate functional areas within the organization. For example, Service Level Management and Problem Management

(kk) The solution must be able to facilitate the identification of post implementation impact and resource utilization for completed Changes. For example, Incidents and Problems resulting from an implemented Change easily identified. Also, can planned vs. actual resource utilization be tracked and analysed.

(ll)The solution must be able to facilitate task management for Change Tasks and associate dependencies to Create, Track, and Manage Changes.

7) ASSET MANAGEMENTThe bidder must supply an IT Service management solution with the following capabilities:

(a) The solution must be able to Please describe your products ability to link assets to customers, users, owners, etc. Describe how device ownership changes are managed within this module.

(b) The solution must be able to provide built-in mobile asset and RFID scanning.

(c) The solution must be able to have support mobile signature capture and attachments.

(d) The solution must be able to allow mobile users to correlate incidents and change requests with specific assets.

(e) The solution must be able to allow the mobile solution to work offline.

(f) The solution must be able to support automated asset discovery.

(g) The solutions platforms must


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support for asset discovery.(h) The solution must be able to

support discovery of virtual assets. Describe how it is done.

(i) The solution support agentless discovery of IP-connected devices.

(j) The solution automatically monitors and track usage of software resources. Explain how your product handles non-network devices including phones, pagers and blackberries.

(k) The solution must be able to support a full ITIL V3 perspective of asset lifecycle management, including CI's before and after the asset is live in the operational environment.

(l) The solution must be able to provide procurement management for IT items including PO/Invoice handling. Describe the functionality of your Asset Management module including software inventory, license management and maintenance agreement management.

(m) The solution must be able to monitor software license compliance. Please explain how it is done.

(n) The solution must be able to match license entitlements/inventory to deployed licenses.

(o) The solution must be able to have license definitions out-of-the-box. Please explain if and how the definitions can be added.

(p) The solution must be able to provide an ITIL Definitive Media Library for purposes of normalizing software titles and descriptions and regularly updated

(q) The solution must support for allocation of software entitlements.

(r) The solution must have automated harvesting (removal)

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of unused/underutilized software.(s) The solution must be able to

report on software compliance. Please clarify if the report is on FAST, SIIA, or BSA.

(t) The solution must have a compliance dashboard provided.

(u) The solution must be able to manage lease, license, maintenance and warranty contracts

(v) The solution must be able to specifically support contract maintenance.

(w)The solution must be able to store copies of contracts including an archive of versions for negotiation support

(x) The solution must be able to help manage vendor lifecycle processes and related activities - evaluation, procurement, maintenance and end-of-life of assets, vendor relationships and optimization of the vendor portfolio.

(y) The solution must be able to support vendor performance score cards.

(z) The solution must be able to apply different scorecards to different types or classes of vendors.

(aa) The solution must be able to support scorecard scoring of different categories of performance.

(bb) The solution must be able to support scorecard tracking and reporting of performance over time with periodic surveys.

(cc) The solution must be able to allow distribution of surveys to multiple stakeholders. It must permit distribution of different subsets of questions based on the stakeholder role.

(dd) The solution must be able to support management of vendor portfolios, whose membership is automatically based on key criteria - for example magnitude

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of total spends, technology, provider type (services vs. asset). The solution must have portfolio analytics.

(ee) The solution must be able to provide an interactive/drillable summary screen that centralizes all critical information for a given vendor including: assets planned, purchased and retired services, associated contracts and terms, related projects, and total planned and actual vendor spending.

(ff) The solution must be able to provide vendor-level financial data and analysis, including cost summary and drill down by spending type expenditure type (capital, expense, depreciation), by fiscal period, by GL account, and cost centre.

(gg) The solution must be able to link vendors and associated assets and contracts to business processes, applications, projects, and services supported. This linkage must be based on a single data model to support consistency of information.

(hh) The solution must be able to support tracking of vendor relationship metadata across assets, vendor-provided services and associated contracts.

(ii) The solution must be able to govern processes / workflow for vendor evaluations, such as RFI and RFP processes.

(jj) The solution must be able to support both budget/planned costs and actual costs associated with vendor and asset spending. Does the product provide variance analysis.

(kk) The solution must be able to support management of depreciation.

(ll) The solution must be able to support tracking of vendor consulting and contractor costs.

(mm) The solution must be able

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to integrate between Asset Management and other product offerings. Clarify if it is a separate application or built on the same platform.

(nn) The solution must be able to/allow asset data be federated into a CMDB.

(oo) The solution asset solution must be able to integrate with service desk solutions.

(pp) The solution must be able to function with client management solutions.

(qq) The solution must be able to integrate with project and project portfolio solutions.

8) SERVICE LEVEL MANAGEMENTThe bidder must supply an IT Service management solution with the following capabilities:

(a) The solution must be able to facilitate the recording of Service descriptions and cataloguing of services. For example: Ability to define catalogue/list of Services, Ability to define default Service element attributes (describing quality levels that can be monitored and reported against).

(b) The solution must be able to facilitate the input of Service Level targets in terms of operational requirements. For example: Ability to record specific quantity and quality levels to be monitored.

(c) The solution must be able to manage the scheduling of the review cycle and life span of an SLA.

(d) The solution must be able to facilitate the development and monitoring of Underpinning Contracts with third party vendors as well as internal Operational Level Agreements.

(e) The solution must be able to automate Service delivery threshold monitoring against defined Service Level Agreements.


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(f) The solution must be able to provide any service target templates and the ability for users to create custom templates.

(g) The solution must be able to facilitate reporting against SLA requirements. For example, reports of Service achievements against SLAs, reports of reasons for Service Level Agreement breaches and report of Service exceptions against SLAs.

(h) The solution must be able to enable SLA measurement across distributed support centres operating in different time zones.

(i) The solution must be able to to calculate monetary impact costs, penalties and rewards to agreement compliance and service target goals.

(j) The solution must be able to monitor service support metrics and IT operations metrics.

(k) The solution must be able to integrate with IT Service Management applications.

(l) The solution must be able to provide Incident Management access to SLA information regarding IT support. For example, response and resolutions targets per Service or client.

(m) The solution must be able to provide SLA information to Problem Management.

(n) The solution must be able to provide SLA access to Change and Release Management. For example, access to Service Level Agreement details, implementation windows, Change blackout periods, and Availability requirements.

(o) The solution must be able to facilitate the linkage of CI impact attributes such as critical CI’s or VIP’s to Service Level Agreements.

(p) The solution must be able to provide SLA access to Asset

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Management.(q) The solution must be able to

facilitate the capturing of data from many sources to give a coordinated picture of end-to-end Service delivery. For example, the ability to extract from System reporting sources availability and performance statistics.

(r) The solution must be able to facilitate the production of real time graphical Service summaries, including identification of threshold breaches.

(s) The solution must be able to facilitate the customization of reports to a specific customer.

(t) The solution must be able to manage a million or more service targets and dynamically attach and detach the service multiple service targets per incident through the life cycle of the incident. If this is not an inherit capability, the solution must have the ability to develop such functionality.

(u) Administration of a million plus service targets must be achieved through low admin overhead in the form of automated uploads of external flat files.

9) CONFIGURATION MANAGEMENT DATABASEThe bidder must supply an IT Service management solution with the following capabilities:

a) The solution must support data federation. Please describe.

b) The solution must support the CMDB federation standard. Describe the products data model.

c) The solutions data model must be based on industry standards.

d) The solution must have the capabilities to do customization or modification of the data model.

e) The solution must be able to do reconcile data between automated discovery tools and the CMDB.

f) For the CMDB provide the


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following answers:What type of functionality is available for comparing data?Can it be scheduled?Can it be run continuously?How often can reconciliation occur?Deltas across data sets?Business logic for merging data?The solution must be able to reconcile the information in the CMDB with other existing sources such as Asset databases. Please explain the following:How is the information maintained over time? How do external processes impact/update the database (i.e. change and configuration management)?Does the database keep a history of changes or just a series of snapshots, and how many.Describe your approach to, and tools for, event driven actions or processes which could include rules failures, changes at multiple levels of granularity, etc.What integration methods does your product support?

g) The solution must be able to integrate to CMDB with other databases under a common access method. Please explain how.

h) The solution must be able to integrate to other disciplines such as: Incident management, service level management, asset management, if it is not built on a common shared platform.

i) The solution must have a type of visualization. Please explain if there is map visualization software.

j) The solution must be able to do reporting/analytics.

k) The solutions CMDB must include a Service Model creation capability.

l) The solutions CMDB must include a “What If” scenario/Impact

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Simulation capability. If so, is it leverage able from other applications or processes for planning purposes like Change Impact Management?

m) The solution must have a Discovery and Dependency Mapping capabilities available. How are they related/integrated with the CMDB, and what does relationship/dependency information do your discovery tool capture?

n) Describe the type of integration of the discovery and dependency mapping tools with the BMC Atrium CMDB

o) How is Discovery data normalized with the CMDB data model.

p) How often can your Discovery and Dependency Mapping tool synchronize discovered information with the BMC Atrium CMDB?

q) How does your Discovery and Dependency Mapping solution keep pace with rapid configuration and dependency changes due to movement of Virtual Machines?

r) The solution must be able to facilitate the registration and management of an organization’s Configuration Items (CIs). For example, hardware, Software, Contracts/ SLAs.

s) The solution must be able to facilitate the recording of CI attributes. For example, serial number, version, and location attribute.

t) The solution must be able to facilitate the establishment of relationships between CIs. For example, parent / child, peer-to-peer, upstream / downstream relationships.

u) The solution must be able to support customizable CI lifecycle status management. For example, planned, ordered, under development, in test,

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implementation, production, in repair/ maintenance.

v) The solution must be able to facilitate only authorized access to the CMDB for read, write, and modify activities.

w) The solution must be able to facilitate the recording of CI baseline information. For example, reverting to a previous version of CI Configuration in the event that a Change fails.

x) The solution must be able to facilitate the logging of historical Changes to the CI record for auditing purposes. For example, installation date, records of Changes, previous locations.

y) The solution must be able to facilitate the verification of the CI data with the actual physical infrastructure by automated or manual means. For example, the use of Systems management tools to validate real time vs. static

z) The solution must be able to provide flexible management reports regarding CI inventory, asset and financial information to facilitate Configuration audits.

aa)The solution must be able to facilitate the integration of CMDB data with Incident records. Is the CMDB separate from Incident Management, or built on the same platform.

bb) The solution must be able to facilitate Incident Management in providing criticality and impact indicators of failed CIs for classification of Incident records.

cc)The solution must be able to facilitate the integration of CMDB data within Problem Management records. Is the CMDB separate from Problem Management, or built on the same platform.

dd) The solutions CMDB must facilitate proactive Problem Management by identifying infrastructure components that

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are problematic or unstable. For example, does CI status accounting provide information about weak or maintenance prone Configuration Items?

ee)The solution must be able to facilitate the integration of CMDB data within the Change Management records. Is the CMDB separate from Change Management, or built on the same platform.

ff) The solution must be able to facilitate the assessment and approval of Change requests by providing information on affected CIs.

gg) The solution must be able to facilitate the identification of different RFCs that pertain to the same CIs.

hh) The solution must be able to facilitate the recording of CI status Changes when Changes are proposed or authorized Changes are implemented. For example: Nature of Change, future status, scheduled date of Change

ii) The solution must be able to facilitate the simulation of proposed changes when Changes are proposed.

jj) The solution must be able to provide a form of (graphic) display to show the relationships between CIs.

kk)The solution must be able to facilitate scheduled Configuration audits.

ll) The solution must be able to use Configuration Management information to automate the updating of the live environment. For example, integration with software Release packages for software or virus definition updates.

mm) The solution must be flexible to allow customizing the CI relationship models to meet organizational requirements.

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nn) The solution must be able to facilitate the automated reestablishment of parent and child relationships when CIs are added, deleted, or updated.

oo)The solution must have the ability to customize and automate a CMDB run book.

pp) The solutions automated CMDB run book must have the following automated processes:

ADDM SITA,SMC - discoveryADDM Normalization - ITSM CMDBException ReportReconciliation

10) REQUEST MANAGEMENTThe bidder must supply an IT Service management solution with the following capabilities:

a) The solution must be able to implement a single funnel for all types of requests - incidents, changes, standard requests, and project requests alike.

b) The solution must be able to handle both IT and non-IT requests.

c) The solution must be able to provide a console specifically for end users (i.e. not simply a duplication of IT-centric incident management products).

d) The solution must be able to integrate with other ITSM suites.

e) The solution must be able ITIL compliant. Is the ITIL compliance certified by an independent organization (e.g. OGC)?

f) The solution must be available via SaaS option.

g) The solution must be available in various languages.

h) The solution must have mobile applications.

i) The solution must have mobile apps available both online and offline.

j) The solutions mobile apps must enforce ITIL compliance.

k) The solutions mobile apps must

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provide smart menus to manage long lists of data, such as assets and employees.

l) The solutions mobile apps must receive alerts when critical events occur.

m) The solutions mobile apps must handle conflict resolution when multiple change managers access the same request.

n) The solutions mobile apps must be a native UI for popular mobile devices (smart phones, pads,).

o) The solution must be able to present end users on initial screen with specific suggestions, which request able offerings are likely applicable to what they want to request.

p) The solution must be able to provide multiple options for end users to find the appropriate request able offering

q) The solution must be able to provide users with information about costs and fulfilment details (i.e. expected completion times).

r) The solution must be able to guide customers through filling out a service request.

s) The solution must be able to allow users to submit and track requests via a web-based front end.

t) The solution must be able to allow users to track the fulfilment activities (for example, a service request requires 10 steps to fulfil, and steps 2 and 3 have been completed). Does the user have visibility into this fulfilment status?

u) The solution must be able to provide end-users access to the knowledge base function via a web based front end.

v) The solution must be able to include a search and find option (rating & ranking, where rating is based on the number of occasions the knowledge item really solved the problem).

w) The solution must allow exposing

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centrally maintained configuration data (from CMDB or other sources) as selection options in request entry form. Does this capability require coding.

x) The solution must permit end-users to add and view attachments.

y) The solution must permit requesters to add questions/comments to "in-flight" requests, which are then immediately visible to IT staff. Does the solution have permit IT staff to add questions/comments, which are then immediately visible to requesters.

z) The solution must automatically display major incidents via dashboard or news scrolled.

aa)The solution must be able to provide a consistent user experience for approvals (i.e. use of a common approval console, consistent approval notifications) across multiple ITSM applications.

bb) The solution must be able to allow monitoring service levels for both fulfilments of the end-to-end request as well as fulfilment steps.

cc)The solution must be able to provide a consistent user experience for service level management (i.e. use of a common SLM console, consistent notifications) across multiple ITSM applications.

dd) The solution must be able to provide pre-defined web reports to understand demand for specific requests and to control fulfilment of requests.

ee)The solution must be able to provide a data warehouse capability for advanced analytics.

ff) The solution must have the ability to assist in the creation and maintenance of a catalogue of request able offerings.

gg) The solution must be able

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to allow creating request entry form (questionnaires) without any coding.

hh) The solution must be able to define support companies to efficiently manage which users can request what.

ii) The solution must have support companies to efficiently manage which users can submit requests on behalf of others.

jj) The solution must be able to determine approvers based on details of the request (i.e. information provided by user), of the requester, and of the request able offering.

kk)The solution must be able to define support companies to efficiently managing which users need to approve requests on behalf of others.

ll) Describe the request fulfilment workflow capabilities.

mm) The request fulfilment system must be able to define, how input data (e.g. responses provided by requester, data about the requester or request type) is to be mapped to fields of fulfilment application (e.g. Remedy ITSM Incident Management or Change Management).

nn) Describe how the service catalogue will be maintained under the auspices of the proposed solutions change management system.

oo)The solution must be able to enforce approvals, before new request able offerings can move into production.

pp) The solution must have best practice process model.

qq) Describe how the solution allows the re-use of existing artefacts when defining new request able offerings.

rr) Describe the facilities for defining service targets for request

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fulfilment, any associated SLAs, rating and billing terms, and contractual agreement templates.

ss) The solution must be able automate fulfilment of requests.

tt) The solution must be able to provide out-of-box solution to request and automatically fulfil cloud services.

uu) The solution must be able to provide out-of-box solution to request desktop SW and automatically install it.

vv)The solution must be able to provide out-of-box integration with identity management solutions to automate self-service user account management such as password reset.

ww) The solution must be architected for scalability, availability and performance.

xx)Please clarify how is the solution architected for security

11) SERVICE CATALOGUEThe bidder must supply an IT Service management solution with the following capabilities:

a) The service catalogue solution must be able to cover both IT and non-IT services.

b) The solution must be available via SaaS option.

c) The solution must be a best practice process model.

d) The solution must be available in various languages.

e) The solution must have mobile applications.

f) The solutions mobile apps must be available both online and offline.

g) The solutions mobile apps must enforce ITIL compliance.

h) The solutions mobile apps must provide smart menus to manage long lists of data, such as assets and employees.

i) The solutions mobile apps must have the ability to receive alerts when critical events occur.

j) The solutions mobile apps must be

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able to handle conflict resolution when multiple change managers access the same request.

k) The solutions must be able to facilitate the cataloguing of services, including definition and display of essential attributes of a service, such as: description, owner, provider, type, lifecycle status.

l) The solutions must be able to facilitate the cataloguing of service offerings, including definition and display of essential attributes of a service offering, such as: description, price, lifecycle status, service hours, and service level targets, related request able offerings, etc..

m) The solutions must be able to facilitate the cataloguing of request able offerings, including definition and display of essential attributes of a request able offering, such as: descriptions, request instructions, price, turnaround time, questions, approval policies, fulfilment process.

n) The solutions must be able to facilitate sharing of the service catalogue definitions (service, service offerings, service targets, request able offerings) between applications.

o) Describe the configuration management capabilities for service catalogue.

p) Describe how the solution provides information about the services in the service catalogue to end users, including title, description, service hours.

q) Describe how the solution provides and illustrates an SLA Catalogue that shows service bundles and provides price and other related information to show sets of service levels the IT organization has to offer.

r) Describe how the solution allows

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the bundling of basic service elements into a single service depiction.

12) ITIL PROCESS MANAGEMENTThe solution must have an integrated ITIL and ITSM process modelling technology available.13) REPORTING

a) The solution must provide Key Performance Indicators based on industry best practices.

b) Describe flexibility of visualization and degree of interactivity of displayed data, and if the data views are based on roles.

c) Describe what is required to integrate with data sources, and does this vary across vendors and data formats.

d) Describe your solution that provides both scheduled and ad-hoc reporting key of Business Service metrics

e) The solution must provide reports based on industry best practices.

f) Describe flexibility of reporting. How are reports designed and distributed.

g) The reporting/analytics component of the solution must have the ability to build on a true Business Intelligence platform that enables integration of technical and business data.

h) The solution must provide users to search on any field and be able to export the data to any available format.

14.2 TECHNICAL NON-MANDATORY REQUIREMENTS

TECHNICAL NON MANDATORY REQUIREMENTS Substantiating evidence of compliance(used to evaluate bid)


1) KNOWLEDGE MANAGEMENT(a) The bidder must supply an IT Service

management solution with the following capabilities:

(b) The solution must allow service desk agents to search knowledgebase

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directly from within the incident management screens.

(c) The solution must permit linking between documents, both inside the knowledgebase and in external locations. Must report on relationships of existing links, and broken links.a. The KM tool of the solution must

provide reports showing system usage, volume and effectiveness of user contribution.

b. The KM tool must provide tools to distribute knowledge without leaving the application (print, e-mail, copy/paste, and fax).

c. The KM tool must provide tools to support authoring, including workflow and version control for the content review and promotion process.

d. The solution must provide Scalable in terms of large volumes of data and users without impact to performance.

e. The solution must use a standard mainstream database structure as a repository for all knowledge document formats.

f. The solution must have the ability to configure/support different user groups (separate security, databases, document formats, reporting etc.).

g. The solution must be capable of searching data sources other than its own databases (web, various network file formats) and presenting a unified view of the results.

h. The solution must support self-service via the Internet / company Intranet.

i. The solution must allow embedding graphics/pictures.

j. The solution must perform spell check.

k. The solution must provide templates (data entry forms) for manual document creation.

l. The solution must contain an automated workflow component for document creation, review

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and promotion. Accommodates different processes for different document types, user groups. Customizable. Configurable from GUI.

m. The solution must provide version control, for both official documents and documents in the development / review process.

n. The solution must be able to track and show modification history.

o. The solution must align to Industry Best Practices standards - knowledge centred support (KCS)

p. The solution must be able to score/prioritize results.

q. The solution must be able to search across multiple knowledge bases and data sources.

r. The solution must have a customizable thesaurus of synonyms/acronyms/ words to ignore while searching.

s. The solution must have a powerful search engine.

t. The solution must have algorithms for determining relevancy.

u. The solution must perform Boolean-logic queries.

v. The solution must perform natural language queries.

w. The solution must have visibility of most relevant/most used solutions.

x. The solution must be able to do searches/matches by phrase.

y. The solution must have a web search capability.

z. The solution must have the tools for users to develop custom queries.

aa.The solution must interact with user in defining the search criteria.

bb.The solution must permit refinement of a search.

14.3 BID PRICING SCHEDULEa) Bidder must complete the pricing as per table below (or as per the attached spread

sheet if applicable).

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b) Line Prices are all VAT EXCLUDING, and TOTAL PRICE is VAT INCLUSIVE

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14.3.1 PRODUCT OR SERVICE PRICINGa) The costing model below must be completed for the technology hardware and software requirements in order to deploy a

system as scoped:Product/Service Description Quantity Unit Price (VAT excl.) Price Year 1 (VAT excl.) Price Year 2 (VAT excl.) Price Year3 (VAT excl.)IT Service management system Licenses for the customer IT Service management system requirementsNumber of support users 100 R R R RTotal users in the system 1000 R R R RNumber of systems deployed (Application licenses) 5 R R R RCapability modules required R R R R4a. Incident Management 5 R R R R4b. Problem management 5 R R R R4c. Change and Release management 5 R R R R4d. Asset Management 5

4e. Service Level management 5

4f. ITIL Process Management 5

4g. Configuration Management Database 5

4h. Request Management 5

4i. Service Catalogue 5

4j. Knowledge Management 5

4k. Event Known Error Data Base Functionality 5

Third Party Software and Hardware (Not Cloud based for this RFI costing)Hardware (Vendor defined) R R R RSoftware (Vendor defined) R R R RIT Service management Solution Maintenance (Maintenance must cover full scope of solution above)IT Service management Solution licenses maintenance 1 R R R RThird Party MaintenanceThird Party Hardware and Software maintenance 1 R R R RService Provider Professional ServicesImplementation of the identified IT Service management Solution 1 R R R R

Configuration of the identified IT Service management 1 R R R R

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Product/Service Description Quantity Unit Price (VAT excl.) Price Year 1 (VAT excl.) Price Year 2 (VAT excl.) Price Year3 (VAT excl.)Solution

Applicable hardware implementation and configuration 1 R R R R

Professional services (support): R R R R

Systems Architect Per hour

Developer Per hour

Administrator Per hour

IntegrationIntegration of the IT Service management Solution with all SITA and customer systems. Current integrations and method of integration: Per integration R R R R

RV Tools

Netcool

Zabbix

RTS Systems

Dynatrace

NNMi

ERP

WASP

ADDM

CA ITSM

Zenos

Subtotal (VAT Excl.) R R R RVAT (15%) R R R R

Subtotal (VAT Incl.) R R R

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Product/Service Description Quantity Unit Price (VAT excl.) Price Year 1 (VAT excl.) Price Year 2 (VAT excl.) Price Year3 (VAT excl.)Bid Total (VAT Incl.) R

b) The costing model below must be completed for the training of technical resources to ensure SITA has the knowledge and capability to maintain and support this technology. Costing must be specified according to Training of System Administrators, and Users, classroom training (off-site), in-house classroom training (on-site).

Product/Service Description Quantity Unit Price (VAT excl.) Price Year 1 (VAT excl.) Price Year 2 (VAT excl.) Price Year3 (VAT excl.)

SITA and Customer Resource Training

Per Session R R R R

Administrators R R R R

Developer

Configuration Administrator

Users: R R R R

Process modules

Onsite 10 students per class R R R R

Offsite 10 students per class R R R R

R R R R

Subtotal (VAT Excl.) R R R R

VAT (15%) R R R R

Subtotal (VAT Incl.) R R R

Bid Total (VAT Incl.) R

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SITA Document R3.0f (Feb 2001) - etenders.treasury.gov.za 1961... · Web viewThe solution must...

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Transcript of SITA Document R3.0f (Feb 2001) - etenders.treasury.gov.za 1961... · Web viewThe solution must...