OUTSOURCING OF THE WIPO IT SERVICE DESK



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Annex I

Terms of Reference

To Request for Proposals N° PCS/08/052

WIPO

IT SERVICE DESK SUPPORT

CONFIDENTIAL NOTICE

This document contains information confidential and proprietary to the World Intellectual Property Organization (WIPO). The information may not be used, disclosed, or reproduced without the prior written authorization of WIPO, and those so authorized may only use this information for the purpose of evaluation consistent with the authorization. Reproduction of any section of this document must include this legend.

WIPO IT SERVICE DESK SUPPORT

Table of Contents

GOAL OF THE TENDER 3

INTRODUCTION 3

General Information 3

Number of IT staff 3

Operating systems 3

Variety of applications 3

Basic tools used by the Service Desk 4

Desktop and User Management Environment 4

Helpdesk traffic 4

Current Helpdesk opening hours 4

Assumptions 4

Maturity level of WIPO's IT operations 5

Alternative proposals (optional) 5

Ad hoc consultancy for service improvements 5

EXPECTATIONS 5

RANGE OF IT SKILLS NEEDED 6

1 GOAL OF THE TENDER

The goal of this tender is to build a partnership agreement for staffing the Service Desk of WIPO's IT operations.

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3 INTRODUCTION

1 General Information

WIPO is a specialized agency of the United Nations. The number of its full time employees is about 1'300. The size of its IT operations is characterized by the following figures:

▪ number of users: ~1300 onsite

▪ number of workstations connected to the network: ~1500

▪ number of users of mainframe systems: ~450

▪ locations outside Geneva with very limited number of users in: New York, Washington, Tokyo, Singapore, Bruxelles (~10 persons altogether)

▪ number of teleworkers: ~30

▪ number of laptops: ~250

▪ operating system of the workstations: XP

▪ office automation company standard: Microsoft Office 2003

▪ E-mail system: GroupWise (however, WIPO is in the phase of transition to Microsoft Exchange, scheduled for January 2008)

▪ PC park (based on 2 standard models from Dell and HP)

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3 Number of IT staff

▪ ~55 for the IT Division

▪ ~20 for the PCT (Patent Cooperation Treaty) IT Service, plus approximately 10 external contractors

▪ ~10 for other units (specialized in IT-oriented work)

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5 Operating systems

▪ IBM Mainframe

▪ Unix/Linux (HP-UX, AIX; Red Hat)

▪ Novell Netware

▪ Microsoft Windows XP

6 Variety of applications

▪ ~250 items in the Desktop Application Catalogue (applications distributed by the Service Desk)

7 Basic tools used by the Service Desk

▪ SDE version 9.2 from BMC Software (migration from BMC's Magic to Service Desk Express was accomplished in 2008)

▪ Active modules: incident management, white board (crisis management)

▪ Self service not yet activated

▪ Knowledge base not yet activated

▪ ConsoleOne from Novell

▪ Other internally developed tools

8 Desktop and User Management Environment

Directory Services are based upon Novell eDirectory, the desktop application distribution is based upon Novell ZEN, the Asset and Patch management is based upon Novell ZAM and Patchlink tools. Anti-Virus and Anti-Spyware on the Desktops is based on the McAfee E-Policy Orchestrator package.

The network File System is based upon Novell NetWare and the network print services are based on Novell IPP. In connection to the migration from GroupWise to Microsoft Exchange, the use of Active Directory is foreseen. A transition from Novell Suite of products is foreseen from 2009.

9 Helpdesk traffic

▪ number of tickets / month: 1000-1200

▪ number of tickets resolved by the Helpdesk: 70-80%

▪ number of emails received: 800-1200 / month

▪ number of emails sent: 600-1000 / month

▪ number of service requests: 200 /month

▪ estimated number of phone calls: 2000 / month (including abandoned calls)

10 Current Helpdesk opening hours

▪ From 8.30 to 12.30 and from 13.30 to 18.00; Monday through Friday.

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12 Assumptions

▪ Incident and Problem management will remain under the control of the Service Desk

▪ Service Desk will be staffed with 5-7 persons as follows:

▪ 4-5 persons in the incident management, one of which would be involved in process and service improvement

▪ 1-2 persons in the problem management

▪ WIPO does not guarantee that the number of persons employed at any one time will meet or exceed the number of resources stated above;

▪ WIPO does not guarantee that it will use or keep engaged all available resources over the life of the contract.

▪ Contractor’s personnel shall not be considered employees or agents of WIPO.

The Contractor shall be solely responsible for the supervision, control, employment and payment of all salary and social charges in respect to its personnel and subcontractors as well as any other fees that arise out of their employment according to applicable law.

▪ Service Desk staff will be bilingual: English and French

▪ Language of communication: 65% French, 35% English

▪ Service Desk staff will work on WIPO premises.

▪ Service Desk staff will be supervised by a WIPO staff member

▪ Subcontractor will be familiar with SDE, or can acquire the needed skills at its own cost

▪ Subcontractor is familiar with Novell ConsoleOne, or can acquire the needed skills at its own cost

▪ Familiarization with the WIPO technical environment will be included in the project startup phase

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14 Maturity level of WIPO's IT operations

▪ Most of the processes are repeatable, some of the processes are defined, a few processes are managed

▪ Number of procedure descriptions: 250

▪ ITIL implementation: subject of a project which is in its initialization phase

▪ ISO 20000 certification of some critical services: foreseen for 2010-2011

15 Alternative proposals (optional)

▪ Bidders may wish to propose alternative or supplementary solutions to the approach outlined in this tender, which may result in improved quality of services or overall cost savings. However, such proposals need to be presented in addition to the compulsory responses, clearly marked as optional, and linked to a corresponding costing structure.

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17 Ad hoc consultancy for service improvements

▪ WIPO may require ad-hoc ITIL and/or ISO 20000 related consultancy services for the improvement of specific services delivered and for the improvement of support services. WIPO wishes to obtain an offer (CV(s) and all inclusive daily rate) for the potential engagement of such consultant(s) on a case by case basis.

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5 EXPECTATIONS

1. WIPO intends to keep the full management control over the Service Desk operations. WIPO intends to resource its Service Desk through a partnership agreement.

2. According to WIPO’s estimates, staffing of the Service Desk requires 4-5 persons in the incident management and 1-2 persons in the problem management. Of the above, a more senior person, experienced in ITIL and Service Desk deployment, would also be involved in Service and Process Improvement activities. Conditions of changes in the employment level are subject to negotiation with the Subcontractor (successful bidder).

3. All the Service Desk staff directly reports to the Head of the Service Desk. Staff is obliged to sign, inter alia, a non-disclosure agreement (see Annexes V and VI of this RFP). Any breach of this agreement is considered as breach of the partnership agreement between WIPO and the Subcontractor. Regular (quarterly) reviews will take place to guarantee that the service is provided at WIPO's satisfaction.

4. Based upon the description above the bidders should make a proposal for staffing the Service Desk. Staff recommended for the operations should be available for up to 2 interviews. The full cost of these interviews must be borne by the Subcontractor. References for similar services must be presented, indicating the role and participation of the proposed staff in the reference sites. Bidders must submit contact details of the reference sites.

5. Subcontractor should guarantee the replacement of the staff with equal or higher seniority and skills in case of:

▪ unforeseen and unplanned absences (e.g., illness),

▪ planned absences (e.g., holidays. To be agreed to between the Service Desk staff and WIPO)

▪ WIPO dissatisfaction with the services of the staff offered.

Modalities and conditions will be elaborated in the partnership contract with the Subcontractor.

6. Working days and holidays of the delegated staff would be aligned with the WIPO working days and Official Holidays (i.e., CHRISTMAS 2008 Thursday, December 25, 2008

Friday, December 26, 2008, NEW YEAR 2009 Thursday, January 1, 2009

Friday, January 2, 2009, EASTER Friday, April 10, 2009,Monday, April 13, 2009, ASCENSION Thursday, May 21, 2009, WHITSUN Monday, June 1, 2009, JEÛNE GENEVOIS Thursday, September 10, 2009, EID al-ADHA Friday, November 27, 2009, CHRISTMAS 2009 Thursday, December 24, 2009, Friday, December 25, 2009, NEW YEAR 2010 Thursday, December 31, 2009, Friday, January 1, 2010)

6 RANGE OF IT SKILLS NEEDED

The following range of IT skills should be covered by the Service Desk staff (to be manifested in CVs, references, training certificates):

▪ Experience in user administration in a Novell NetWare, ZENWorks, e-Directory environment using ConsoleOne, NRM, Remote Control function, etc.;

▪ Advanced user level knowledge of MS Office (Word, Excel, Exchange, Access)

▪ User level knowledge of Adobe tools (Acrobat, Creative Suite) ;

▪ Advanced user level knowledge of basic Internet tools (IE6/7, Firefox 2/3, Ftp programs, RSS readers);

▪ Experience with use of social computing tools (e.g., wikis) is considered as an advantage

▪ Experience of Microsoft Active Directory environment is an advantage.

▪ Previous experience from working with international organizations (in particular with organizations of the United Nations System) or non-governmental agencies is an advantage;

▪ Previous experience from working with SDE is considered an advantage;

▪ Fluency in French and/or English with good working knowledge of the other language.

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