Proposal No. P18/9978L Information Technology Service Management Solution

Transcription

1 Proposal No. P18/9978L Information Technology Service Management Solution Answers to Vendor Questions Questions are in black, Answers are in red 1. Question: Whether companies from Outside USA can apply for this? (like, from India or Canada) Answer: Yes 2. Question: Whether we need to come over there for meetings? Answer: Yes during RFP process, during contract execution we would like some tasks performed on-site. 3. Question: Can we perform the tasks (related to RFP) outside USA? (like, from India or Canada) Answer: Yes during RFP process, during contract execution we would like some tasks performed on-site. 4. Question: Can we submit the proposals via ? 5. Question: Can you please provide a Word version of the RFP more easily enabling the completion of the required forms? 6. Question: Does PCC have concurrent or named licenses of Footprints? How many? Answer: 100 named 7. Question: Pg. 4, Section 2 states that PCC is intending to replace BMC Footprints. Can you provide additional input as to what capabilities that PCC requires that the current solution is not providing? Answer: The capabilities we require are described in the RFP 8. Question: Pg. 4, Section 2, #1 states that PCC has approx. 100 Agents. Does PCC utilize students as transient ServiceDesk staffers? If so, what % of the team are students? Answer: While we don t have students staffing our service desk we do have part time Rev. Oct

2 employees that make up approximately 20% of our agents. 9. Question: Pg. 4, Section 2, #2 Background documents ERP support functions. Many colleges and universities desire to integrate to their ERP system. Is there a desire or requirement to integrate the proposed Service Management solution to PCC s ERP system? If so, what is the ERP system? Answer: We don t desire to integrate with our ERP system at this time. 10. Question: Pg. 4, Section 2, #2 Background states that another business unit utilizes a different ticketing system for Incident and Request. Can you disclose the name of that tool? Answer: FreshDesk 11. Question: Pg. 8, Question #29 asks about integration capability for remote control support. Does PCC have a remote-control tool in place today, or one that they are considering? Answer: We currently use the Microsoft supplied remote control features built into System Center Configuration Manager. 12. Question: Pg. 12, #56 asks the vendor to describe their products ability to auto-discover assets. A) Does PCC have Discovery tools in place now? B) Is PCC interested in acquiring a discovery tool as part of this project? Answer: We have a network based discover tool that is focused on network vulnerability scanning but no asset management discovery tools in place. While we would be interested in evaluating asset discovery features we consider it optional. 13. Question: Pg. 14, Questions #67 and #68 ask about mobile capability: a) Does PCC currently have mobile capability in place? How important is mobile capability in the new solution? Answer: Our current ITSM supports mobile platforms, it is a desirable feature for us. 14. Question: Pg. 15, #85 asks about the products integration capabilities with Chat/IM tools: a) Does PCC have an existing chat tool and if so what is it? Answer: Google Hangouts/Meet 15. Question: Pg. 17, #2 Proposal form, paragraph 2 beginning with Proposal Form must contain is cut off. Can you please provide the rest of that sentence/paragraph? Answer: Paragraph should read.. By signing the Proposal Form the offeror certifies that the submission of the proposal did not involve collusion or other anti-competitive practices; that the offeror has not given, Rev. Oct

3 offered to give, nor intends to give at any time hereafter any economic opportunity, future employment, gift, loan, gratuity, special discount, trip, favor, or service to a public servant in connection with the submitted proposal. The Offeror also certifies whether it is a small business under the federal regulations, and if so, the category of eligible small business. 16. Question: Pg. 17, paragraph 5 documents the requirement for the vendor to submit, along with 1 original copy of the proposal a digital.pdf copy of the proposal. Does PCC prefer physical media such as a USB drive or is (which meets the requirement of being suitable for copying and distributing) acceptable? Answer: USB (we will not accept ) 17. Question: Pg. 26 Cost Proposal Form - The RFP does not specifically state whether PCC would prefer an on-prem or a SaaS solution however the Cost proposal form mentions Maintenance which is normally indicative of an on-prem purchase of a tool. a. Does PCC have a preference? b. If vendor has multiple pricing and deployment options, should we make copies of the Cost Proposal Form and provide multiple options? Answer: We don t have a preference for on-prem vs hosted. We would like to see the proposal include multiple options. 18. Question: Pg. 29, General Terms and Conditions a. 16a Depending on whether PCC is interested in a SaaS solution is PCC able to enter into a 3-yr. agreement, which is the standard in the industry? Yes b. In addition to vendor agreeing to PCC s General Terms and Conditions, is PCC able to execute vendor s standard software license agreement? Yes 19. Question: Many Colleges and Universities are providing end-user support via multiple languages. Would multi-lingual capability via the end-user self-service portal be beneficial to PCC? Question: Many Colleges and Universities are providing end-user support via localized content. Would multi-lingual capability via the end-user self-service portal be beneficial to PCC? 20. Question: Does PCC currently have an end-user portal in place? Rev. Oct

4 Answer: Yes 21. Question: How important is end-user adoption of a new self-service portal to the success of PCC s deployment of a new ITSM solution? Answer: We consider it very important. 22. Question: Section 2, Scope of Work 2.1: You state that Service Asset and Configuration Management are for future implementation. Can we assume that this statement, along with questions of the Product Functional Evaluation Questions are for informational purpose only and not to be priced in the implementation costs in Section 6, Cost Proposal? If you want optional pricing on SACM and any supporting ancillary tools to help automate it, please tell us how we should format that optional pricing for your review. (example of ancillary tools would be Service Discovery/Application Dependency Mapping and Visual Impact Analysis integrated with the CMDB) Answer: Your assumption is correct in that we would prefer not to have Asset and Configuration Management part of your core cost proposal. We would like to see that pricing as part of an alternate proposal. 23. Question: Section 2, Scope of Work 2.2: You state you have 100 staff users of the FootPrints System today. 1. Of those 100 users, how many need to be logged into the system more than 40% of their workday (Typically Tier Service desk and Desktop Support people who are creating/triaging/resolving Incident and Service Records) 2. Note that the remaining staff may need only be in the system to review and update records and tasks assigned to them, run occasional reports, etc. The balance of their workday is spent doing IT project/change work or actually fixing incidents and fulfilling requests. For our licensing model, we treat these users as if they need be logged into the system less than 40% of their workday. Please consider this when answering question 2.2.1, above, is it could significantly lower your overall licensing cost. 3. How many end users (those requesting service) will need access to any selfservice portal? Please include in the number anyone who will be allowed to submit an incident or request including students, faculty staff and outside vendors though this interface. Answer: 1. Approximately 30 agents would spend more than 40% of their day logged in to the system. 3. About 1,200 staff, 3,600 faculty 24. Question: Section 3 Proposal Requirements 3.7: 3.7: The College expects that all costs are included in the overall fee for services proposed, and that there will be no Rev. Oct

5 additional expenses billed to the College for any reason. Are Travel and Expense for onsite consulting to be included in the in the implementation cost? Yes Do you want it as a separate line item in the Cost Proposal? No 25. Question: (Pages 5&6) As our company supports both options, which is the preferred option? a. Hosted b. On-Premise preference. We would like to see pricing options for both. 26. Question: (Pages 6 & 14) Who is the current single sign-on / SAML provider? Answer: We use Shibboleth to provide SAML SSO 27. Question: (Pages 6& 15) What options of integrations will be required for Google GSuite? a. b. User Account Data c. Other integration options please specify Answer: While not a requirement, we are very interested in Google , calendar and hangouts. There is no requirement for user account data from GSuite. 28. Question: (Pages 13, 22 & 29) Will 508 compliance be required? Answer: Yes 29. Question: (Page 15) Multi-tenant is supported. a. Is this required? b. If so, will it be a phase 1 option or a later phase? c. What are the requirements in the multi-tenant solution? Answer: Multi-tenant support is not required 30. Question: Based on our current review of the RFP, it appears that on Out of the Box (OOTB) experience is preferred. a. Are there multiple requirements anticipated that will require modifications to OOTB system? b. Is phase 1 expected to be close to OOTB with later modifications conducted as phase 2? Answer: This will depend on the product OOTB functionality and configurability. We would Rev. Oct

6 like a fully functioning system deployed as part of this implementation. 31. Question (Page 4, Section 2) Out of the 8,000 End Points, how many PC s and Macs are there? Answer: About 400 Macs, 1,100 ios devices, the rest are Windows based PCs. 32. Question: (Section 2, pages 7-16: Will you have a Microsoft Word version of the RFP or the questions of the RFP that you have asked us for responses? 33. Question: Section 2, page 4: You mentioned that you are currently using BMC Footprints as your vendor. Will BMC be allowed to bid on this RFP? Answer: Yes. 34. Question: Is the college considering upgrading the current platform as part of this RFP? Rev. Oct