RFP UNFPA/CPH/12/024 Questions & Answers

Transcription

1 RFP UNFPA/CPH/12/024 Questions & Answers 1. In Annex II ToR: we understand the requirement from UNFPA to find consultants to secure consulting and training support for the implementation of an ITSM based on Servicew and ITIL. However is it unclear to us how many experts are required for this assignment and what exactly will be required from them. a. Could you please specify the minimum number of Experts required? One ITIL/Servicew expert is required. b. Could you please specify the exact scope of work expected from our experts? A full Implementation proposal will be shared with all bidders on 16 May. c. What will be the commitment of UNFPA Staff during phase 1 and phase 2? UNFPA staff will be actively involved in Phases I and II. A draft Service Catalog has already been prepared. d. Could you please specify the essential skills and desirable skills needed from our experts? Expert knowledge of ITIL and Servicew implementation is required, as are standard project management skills, such as: Plan and coordinate activities to ensure that goals of the project are accomplished within prescribed time frames and funding parameters. Provide leadership and motivation to project team members throughout the project life cycle. Confer with project personnel, provide technical advice and resolve problems. Initiate, implement and monitor progress of project, manage risks to successful implementation and resolve. Develop project management strategies and work plans to keep project stakeholders focused, coordinated, informed and engaged. Follow/establish standards and procedures for project reporting and documentation. Upon completion, transition project to a supporting entity, along with relevant documentation and lessons learnt. 2. Could you please specify the targeted start date of the contract? 11 June Could you please specify the targeted duration of this contract? 11 Sep

2 4. Usually UNFPA gives a price range or price limit for such contracts. Could you please specify the targeted price for this contract? Unfortunately UNFPA would rather not share this information; however, please be advised that UNFPA has allocated a budget for these services. 5. Do you need people onsite or it can be done offsite from US or any other office The majority of work can be done offsite, though periodic face-to-face meetings and collaboration would be beneficial. 6. Do we need to send electronic response, by mail or both? UNFPA has provided two options for submissions offers can be submitted in hard copy by mail or in electronic version via either option is acceptable only one method is required; however with our green initiative we prefer the electronic version as only specific documentation is printed. 7. What is the UNFPA's expectation on where the work will primarily be performed and where is the majority of MIS staff located? The work will be performed in UNFPA s headquarters in New York. MIS staff is located in the same premises as well. 8. Does the UNFPA have an expectation or preference on where the consulting team staff would primarily be physically located? UNFPA has no preference regarding the consulting team s location, though it is important that there be at least 4 hours of business hours overlap with UNFPA HQ time (9AM to 5PM). 9. Can the UNFPA provide a listing or breakdown of general IT service areas and applications supported by the UNFPA MIS organization? Attached is a listing of categories. 10. Please describe your current IT support model, specifically, the support tiers, Service Desk support model, and how UNFPA MIS team integrates with the overall UN IT support and delivery model. UNFPA IT operates independently from other UN agencies. 11. Has the UNFPA established a general timeline to complete Phase 1 and Phase 2 of the ITSM program?, at the moment UNFPA has not established a general timeline.

3 12. Please list the current tools you are using for service management (i.e. Service Desk, Incident, Change, Configuration, etc.) and security management. Does the UNFPA plan to have all of these tools, to the extent technically feasible, replaced by Servicew? UNFPA currently has an operational Service Desk. We also have disparate tools providing some other related functions. Servicew should replace and integrate all of these. 13. Please define the primary platforms supported (e.g mainframe, UX, network, VPN, databases, windows, virtual, desktops, laptops, mobile devices, etc.) and the tools currently utilized for monitoring from an availability and capacity management perspective. Primary server platforms include: UNIX, Linux, and Windows Servers. These run applications, databases (Informix, Oracle, and MYSQL), file sharing, virtualization, and authentication. There are various tools used to monitor these. Details will be determined in Phase I of the project. 14. Please provide further clarification on the expectations pertaining to the "ITSM Tool Ready" and the "Service Desk Transitioned" Milestones. Specifically, does either milestone include data migration of data from the legacy help desk tool or integration with other tools such as event monitoring or capacity monitoring? The Servicew process should be fully populated with information and should be ready for use. Cases from the legacy held desk tool need not be ported to Servicew. 15. Are current processes for the in-scope ITSM areas documented?. 16. Is there any timeline for objectives stated for Phase 1 and Phase 2 to be met? Please refer to answer given on Question Nº Where is UNFPA s Data Center? UNFPA s Data Center is located in its headquarters office in New York. 18. Where are the 30 employees within IT located? Where is the work of this engagement to be performed? The 30 IT employees are located in the HQ offices in New York. Work should be performed there. 19. Do we have to submit both Electronic and Hard Copy responses? Please refer to answer given on Question Nº 6.

4 20. Besides the 30 employees mentioned in the RFP, are there consultant/contractor resources that are expected to play roles within the processes in scope? If so how many? Some of the Service Desk support functions, specifically ERP support, are outsourced to India. 21. Are there any service providers that provide IT services to UNFPA? What kind of services do they provide? UNFPA utilizes many service providers (Internet, phone, ERP, Servicew, security, etc ). Details cannot be provided here and should be part of the scope of the project. 22. Which processes need to be documented and which processes need to be implemented within the Servicew platform? This will be determined by the full Implementation proposal which will be shared with all bidders on 16 May. 23. Is there a need to engineer processes for Service Catalog Management and Service Level Management in Phase I? Yes, both are desirable. 24. Since Vulnerability Management is not a standard ITIL function, what is its scope? Is the engineering and documentation of this process in scope? The scope of Vulnerability Management should cover the engineering of a vulnerability management process which integrates with incident and change management processes. 25. Is the engineering and documentation of a formal Outsourcing Management process part of the scope? Yes. 26. How many IT and business applications are in scope? Please refer to the attached listing of categories provides details. 27. How many servers, desktops/laptops are in the scope? UNFPA HQ has over 500 users (computers) and 90 servers (many virtualized) 28. Does the IT infrastructure include any virtualized servers? Yes.

5 29. Is the implementation of the Servicew platform restricted to the definition of the Data Model (CI types and Relationship types) or is it to include the population of the CMDB? The CMDB should be populated. 30. What tools exist to monitor infrastructure and application performance? Do they need to be integrated into the Servicew platform? UNFPA has some monitoring tools; integration with Servicew is desirable but not essential. 31. Are there unique compliance requirements placed on UNFPA for the handling of security incidents and identified vulnerabilities discovered in its IT systems?, UNFPA is standards based and prefers all systems and tools be likewise. 32. Is Problem Management part of Phase II and part of the plan for implementation within Servicew? It is not mentioned in the Phase 2 detail. Problem Management is less critical and implementation can be delayed past Phase 2, but it should be implemented in Service w. The Implementation Project Manager can decide when implementation is necessary and UNFPA will support this decision. 33. Is there an anticipated need to integrate the SNC platform with external service provider platforms for data exchange? If so, how many and for what process areas? 34. Is there an anticipated need to integrate the SNC platform with existing internal ITSM platforms for data exchange? If so, can you provide a list of those platforms and the process areas expected to be addressed? 35. Service Level Management a. Are there documented SLAs? How many? UNFPA currently is in the process of drafting 12 SLAs. b. Are there escalation procedures? c. Are any Priority based? How many? Information is not available.

6 d. Are any Service based? How many? Information is not available. e. Are there any OLAs and/or UCs? Information is not available. 36. Service Catalog Management a. Are there documented Service Catalog Items or Services? How Many? Yes, please refer to the attached list. b. Who will use the Service Catalog, ie, who are your customers? All 3,000 UNFPA staff globally will use the Service Catalog c. What Services will they be requesting? All services in the attached list will be requested. 37. Availability Management f. Is there an overall Availability goal? g. Are there Availability goals for each Business Service? h. Is Availability defined in SLAs? i. Are there defined metrics or KPIs? 38. Change Management j. Is there a documented Change Strategic Plan? k. Are there definitions for rmal/standard/emergency Changes? l. Is there a Change Manager? m. Are there defined metrics or KPIs? 39. Configuration Management n. Is there a documented plan for identifying Configuration Items? o. Is there currently a CMDB? p. How will the CMDB be populated? q. Are there defined metrics or KPIs?

7 40. Incident Management r. Is there documented plan for handling incidents? s. How many incidents on average are open per day? t. Are the categories related to assignment groups? u. Do incidents reference CIs? v. Are there defined metrics or KPIs? 41. Problem Management a. Is there documented plan for handling problems? b. Is there a Problem Manager? 42. Availability Management - See question Nº 37 above 43. Vulnerability Management - Is there a documented vulnerability assessment? Yes 44. Capacity Management - Is there a documented capacity assessment? 45. Change Management - See question Nº 38 above 46. Configuration Management - See question Nº 39 above 47. Incident Management - See question Nº 40 above 48. SLA and Outsourcing - Is there currently outsourcing? Yes, we outsource ERP, Servicew, and some helpdesk functions a. Are there documented UCs for outsourcing? 49. Antivirus - Is there a documented antivirus strategy?