Information Technology Service Management (ITSM)

Information Technology Service Management (ITSM)

RFP 2023-24 ATTACHMENT A: RFP FORMS

Table of Contents

WCPS RFP 2023-24 Information Technology Service Management (ITSM)

Attachment A: RFP Forms

1.0 Instructions .............................................................................................................................................. 2 2.0 Pricing...................................................................................................................................................... 3 3.0 Requirements and Functionality.............................................................................................................. 4 4.0 References ............................................................................................................................................. 16 5.0 Information ............................................................................................................................................ 17

1.0 Instructions

1.0 Instructions Responses:

This vendor response questionnaire will be used to evaluate the functionality of the vendor's offering and its ability to meet the needs of WCPS. It is imperative that vendors provide full and accurate responses to the questions below so that the WCPS evaluation team can have a full understanding of the capabilities of the vendor's product. Vendors' responses will be verified during the interview and platform demonstration. It is also assumed that the vendor will provide full proof of the capabilities declared in this questionnaire. Failure by a vendor to provide honest responses will be grounds for disqualification from the RFP process. The WCPS evaluation committee will make the final determination of the score for each response based on the rating criteria below.

Rating Criteria:

0 -- Functionality not provided: Not included in the proposed IT Service Management Platform.

1 -- Minimal functionality provided out of the box: The vendor provides the functionality in a minimal way. No additional product, customization, or work-around can provide the full functionality.

2 -- Partial functionality provided out of the box; however, it does not fully satisfy the requirement. Additional functionality may be provided using an additional product, customization, or work-around.

3 -- Significant functionality provided out of the box; however, minor aspects of the requirement are not satisfied. Full functionality can be provided using an additional product, customization, or work-around.

4 -- Full functionality provided out of the box. The vendor provides the functionality from its own code base. No additional product, customization, or work-around is required.

2.0 Pricing

WCPS RFP 2023-24 Information Technology Service Management (ITSM)

Attachment A: RFP Forms

Al2l .p0riPcirnigcisnhgould include all costs for the platform to meet all finalized requirements, including any licensing, hosting fees, support and maintenance fees, setup, installation, and configuration fees, etc.

If the pricing model includes costs based on the number of service agent users, end users, inventory items, etc. those costs should be detailed on a per-license basis, along with any quantity discounts, and if an "unlimited" option is available the pricing for the "unlimited" option should also be included in the proposal.

If the platform allows for the licensing of specific modules the pricing should include information on the cost to license each module, as well as any bundling discounts available

If paid training options are available for administrators and/or service agent users the pricing should include information on the cost for that training, as well as any training included in the base price

If there are multiple support options available, the pricing should detail the various tiers of support available and the costs for each

Include any other miscellaneous costs to implement the solution in order to meet the finalized requirements

Pricing should be guaranteed for the proposed initial two-year length of the contract. If pricing will change for the optional two-year renewal periods those changes should be detailed in the proposal. Pricing will be evaluated on the full six-year term.

3.0 Requirements and Functionality

WCPS RFP 2023-24 Information Technology Service Management (ITSM)

Attachment A: RFP Forms

R4.a0tRinegfeTreynpceess:3.0 Requirements and Functionality

R 4?.0ThReseefeqrueenstcieosns address a feature or functionality that is required for the system to meet the minimum functionality requirements of WCPS. Systems that do not sufficiently address these items will not be considered by W5.0CPInSformation4.0 References3.0 Requirements and Functionality

O ? These questions address a feature or functionality that is optional. WCPS may choose to exclude any or all o4p.0tioRneaflefreeantucreess3a.0ndRfeuqncutiiroenmalietinetssfaronmdtFheunevcatliuoantiaolnit,yif it does so then the items excluded will be excluded for all vendors in order to make a fair comparison. If WCPS chooses to include an optional requirement, then vendors who do not offer that feature will receive a 0 score for that Req ID.

A ? These questions request additional information on the product in order to assist WCPS in evaluating the vendor's capabilities, and the product. If they relate to optional functionality that WCPS chooses to exclude from the evaluation then the additional information related to that optional functionality will also be excluded from the evaluation.

Vendor Responses:

Vendors shall Copy the Req ID, Type, and Product and System Information to a Word Document and provide a Vendor Response to each Req ID. Vendors shall print a hard copy out to submit with their proposal and the file shall be saved as a Word Document on the Electronic Version submitted on a USB Flash Drive.

Req ID

Type

Product and System Information

Describe the history of your IT Service Management tool offerings, including the Initial Release

1.1

A Date and Development Roadmap items for the next 3 years

Describe third-party software packages that are required for your IT service management tool to

1.2

A

function correctly (for example, application servers, Web servers, business intelligence (BI), databases, agents or clients for backup, or software distribution and security.

Describe the hosting model of your IT Service Management platform (on-premise or cloud-

1.3

R based, cloud platform used, etc.)

Describe the client model of your IT Service Management platform as used by service agents

1.4

A and end users (web-based, installed application, etc.)

Describe any inventory agents used to collect hardware, software, and user information from

1.5

R various devices

Describe the Schedule and process for updating the environment (either hosted or on-premises)

1.6

A and any installed software that is part of your platform

Detail any additional languages supported by the interface to your platform, as well as any

1.7

O translation functionality provided

Detail any functionality your platform provides to store and track IT Contracts (service, support,

1.8

O maintenance, etc.) and provide alerts on upcoming expirations

Detail any functionality your platform provides to link maintenance contracts to specific devices

1.9

O or hardware and alert on devices whose maintenance contract is pending expiration

WCPS RFP 2023-24 Information Technology Service Management (ITSM)

Attachment A: RFP Forms

1.10

O Detail any functionality your platform provides to generate invoices for chargeable services

Req ID

Type

Security

Describe your security model including protection for data in motion, data at rest, and if your

2.1

R solution is multi-tenant how tenants are isolated from one another. Please include information on

any audit certifications you have received

Describe the methods of Single Sign On you support for user network credentials, including any

2.2

R differences between how service agents and end users would sign on to the system

Describe the functionality of your system for stand-alone users who are not part of the

2.3

O authentication system (third-party vendors etc.)

Describe your security practices regarding security incident management and data

2.4

A compromise/breach notification procedures.

Req

ID

Technical

Provide details on any functionality of your ITSM solution that is dependent on a device's

3.1

A operating system

3.2

A Provide details on the minimum hardware requirements for any system components

Describe any archiving of records the system performs (Are incidents archived after a certain time

3.3

A

etc.?) If the system implements some form of archiving functionality, what functionality exists to view, search, report on, and otherwise access archived records

Describe the user and group security model of the solution. What different levels of access are

3.4

R available by default or through configuration?

Describe the methods of accessing the data stored in the solution (web-based exports, APIs, direct

3.5

O database access, etc.)

Please provide any document and diagram describing logical architecture of the application

3.6

A

proposed. Please name all components such as workflow, transaction and reporting, and interfaces between components.

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