Office of Contracting & Procurement. Questions & Answers RFQ Enterprise Service Management

Transcription

1 Questions & Answers RE: RFQ Enterprise Service Management 1 Q Are there any other details on this request? In particular, I m looking for actual functional or business requirements, possible user-base or teams to be deployed to, purchase timeframe and/or budget information for the purchase, and any other business information you can provide. A Functional/business requirements are outlined in the questionnaire. We estimate approximately 200 technician users for the Service Management system (ITSM) and 50 project team users for the Project & Portfolio Management system (PPM). 2 Q What are the legacy IRT service systems in place that will be consolidated into this solution? A Rowan University currently uses ServiceDesk Plus by ManageEngine for ITSM, and a combination of tools including Google Docs, Basecamp, and Microsoft Project for PPM. 3 Q What specific "enterprise shared services" need automation? A Enterprise shared services that the IRT offers include voice services, computer services, application services, digital media, /calendar, networking, printing, file storage, and training. The objective in the RFQ that is being referred to is listed as Optimize the IRT service model and evolve it to automate enterprise shared services and line-of-business service delivery. With this project, the service model will be automated further as possible, not the services themselves. 4 Q What devices will IRT use to access this solution? (ipads, Windows or Android tablets, Laptops, Phones?) A All of the above 5 Q My question is if the documents requested on page 15 of the RFQ (see below screenshot) are really all needed at this phase. A No. Throughout the RFQ document are requests for documentation, specifically on pages 10 & 15 6 Q What is the requirement for agent desktop quantity? How many? A For desktop agents, the quantity would be This would include desktops, laptops, and servers. 7 Q How many different departments will be using the system? A The entire University would be using this system to submit requests. All of the users in Information Technology & Resources (~150), along with an additional ~50 users would need access to the various modules as technicians, to service tickets (requests, incidents, changes, etc.).

2 9 Q Is there a requirement for a Knowledge base for agents and student? A Yes, we will need a Knowledge Management component to store information related to various modules, including Problem Management, Change Management, Lessons Learned from Projects, etc. 10 Q Is there a need for Chat? A Chat is a functionality that is being considered. Vendors are encouraged to respond to this capability in section 4.1 of the questionnaire. 11 Q Is there a need for marketing? A Not at this time 12 Q How many integrations are needed and to what systems? A For CMDB, Clearpass and RANCID. For license management, Snow. For application development, JIRA, Bugzilla, Git, and CVS. For ERP, Banner. For reporting, Cognos, Tableau, and Crystal Reports. General applications include MS Exchange, Active Directory / LDAP, and Confluence. 13 Q Total number of end users that would access the system to make requests? A 42,000 end users (~16,000 students, ~4,000 staff/faculty, and ~22,000 other end users that primarily engage support via ) 14 Q For IT Service Management we need the number of employees, student workers, contractors, and executives that would need to have access to the environment to perform their daily work (fulfilling end user requests, reporting, etc.) A We estimate approximately 200 technician users for the Service Management system (ITSM) and 50 project team users for the Project & Portfolio Management system (PPM). 15 Q For Project Portfolio Management, we need the number of employees, student workers, contractors, and executives that would need to have access to the environment to perform project-related work A We estimate approximately 200 users for the Service Management system (ITSM) and 50 users for the Project & Portfolio Management system (PPM). 16 Q Total number of IT users that will be creating and/or supporting the custom applications developed. Note please give both of these numbers independently we understand some users will need access to both. Those users will require both licenses A ~25 creating custom applications, ~50 supporting custom applications

3 17 Q General idea as to planned scope for initial phase for example be live on a Service Catalog offering 10 services, live on Incident, Problem, Change, within first 90 days. 18 Q A list of legacy/redundant applications Rowan plans on retiring as a part of this consolidation project. A Rowan University currently uses ServiceDesk Plus by ManageEngine for ITSM, and a combination of tools including Google Docs, Basecamp, and Microsoft Project for PPM. 19 Q How many authorized users will have access to the system - Users include 1st level, 2nd level technicians etc., and other users who log into the application? Of those, how many are concurrent users? A We estimate approximately 200 technician users for the Service Management system (ITSM) and 50 project team users for the Project & Portfolio Management system (PPM). 42,000 end users (~16,000 students, ~4,000 staff/faculty, and ~22,000 other end users that primarily engage support via ). We do not have statistics at this time for concurrent users. 20 Q Our proposed product is based on Concurrent Licenses. How many maximum concurrent users anticipates to be logged in to the Application at any given time. A We do not have statistics at this time for concurrent users. 21 Q What is the current Service Desk software in use? A Service Desk Plus by ManageEngine 22 Q What are the reasons for changing the software in use? Any Current pain points or financial obligations. A We are looking for an integrated ITSM/PPM solution that can meet the needs of our IT staff, as outlined in the requirements. 23 Q When does the maintenance on the current system expire? 24 Q Does the project involve any kind of data migration of existing tickets from the current system to the new system? A Asset import from our current service management system (ServiceDesk Plus) is mandatory; a migration path for open and historical Change and Service Request history from Service Desk is highly desirable but not required.

4 25 Q Is there any Asset Management tool in place currently and does the project involve any integration with any asset management systems? A Yes. There are two tools in place. One is the Asset Management piece to the Management Engine software and the other is the SLM Tool called Snow License Manager. This project will include integration with the SLM Snow License Manager tool. 26 Q Is there any allocated budget for this project? 27 Q Is there any time frame for implementing the project? Estimated dates for selection of the product and implementation. Anticipated Go Live date. 28 Q Does the project involve integrations with other 3rd party tools? Please explain the possible system integrations? A For CMDB, Clearpass and RANCID. For license management, Snow. For application development, JIRA and Bugzilla. For ERP, Banner. For reporting, Cognos, Tableau, and Crystal Reports. General applications include MS Exchange, Active Directory / LDAP, and Confluence. 29 Q How many technicians (1st, 2nd, 3rd Level Support, anyone who works on tickets) do you anticipate using this tool concurrently? ` A 42,000 end users (~16,000 students, ~4,000 staff/faculty, and ~22,000 other end users that primarily engage support via ). ~200 technicians. We do not have statistics at this time for concurrent users. 30 Q Do you currently have a Configuration Management Database (CMDB) in place and, if so, which CMDB? a) Will legacy data from the existing CMDB (if it exists) be transferred to the new CMDB? A Currently Clearpass and RANCID log all changes for network devices. Legacy data will not be transferred to the new CMDB. 31 Q Do you currently have a Knowledge Management tool in place? If so, which tool are you using? A It is a component of the Solutions feature of our Service Management system (ServiceDesk Plus), and we also use Atlassian Confluence. 32 Q Does the project involve any asset discovery and inventory? Does George Mason University has any tools currently in use for Asset discovery? A Yes. This project will involve asset discovery and inventory. There are two tools currently in

5 place. One is the Asset Management piece to the Management Engine software and the other is the SLM Tool called Snow License Manager. This project will include integration with the SLM Snow License Manager tool. 33 Q Is integration with any Network Management tools in scope for the project? If so to what extent. A Integration with Solarwinds is preferred; automatic notification on changes including device down/up notification. 34 Q Does the project have any established time frame for the implementation of the project? 35 Q What is the current facilities management software in use? A SchoolDude 36 Q Are there any other stakeholders besides the IT department that would be involved in the decision making process? A The decision will be made by the IT department, however we will be soliciting feedback from other stakeholders such as Purchasing, Finance, Human Resources, and Facilities. 37 Q We offer both On-premise and SaaS models. Which one these are you looking for? A As stated in the RFQ, we are evaluating both models. If a vendor has both models, the vendor should outline differences in functionality, supportability, and other criteria when responding to the RFQ. 38 Q How many end users or staff will have access to the system? A 42,000 end users (~16,000 students, ~4,000 staff/faculty, and ~22,000 other end users that primarily engage support via ) ID Requirement Follow Up Question User facing view with approval - validation by end user Monitor configuration with devices Can you please clarify this requirement? What do you mean by "Validation by end user"? This refers to a screen that could be provided to the end user to allow them to confirm or validate the assets that the system has reported are in their possession, such as a laptop or a mobile phone. Can you please elaborate on this requirement? What do you mean monitor with devices? This refers to the Assess Management system that would be able to monitor the configuration of devices, to recognize and

6 Discussion tracker for defining data standards with clients Should be able to identify with and receive user data from internal Identity Management System S-src portal (Supplier Sourcing) - Client specific web based portal designed so Client Organization can rapidly deploy and commence sourcing arrangements specific to their business requirements Priority SCA (Service Component Architecture) Quality controls, duplicate article notification Plan for knowledge transfer for specialized staff Integration with testing software Provide meeting schedule with automated invites report changes that have been made to the configuration. Can you please elaborate on this requirement? This refers to an ability of the system to record discussions made by technicians and clients on a specific issue, for example when gathering requirements for a request or project relating to data standards. Can you advise which Identity Management System you are looking to integrate with? Information is unavailable at this time. This refers to a web based portal to publish products/services from approved suppliers, to allow our customers to purchase these items through our defined procurement process. This refers to the architecture of the ITSM/PPM systems. Has the product being offered by the vendor been developed using a Service Component Architecture? SCA provides a model for composing applications that follow service-oriented architecture principles. This refers to a quality control feature where the system would be able to identify and notify the user if there is a duplicate article in the system. This is generally found in a request, problem, or knowledge management database. Does the product being offered by the vendor come with a documented plan on how to train specialized staff that would use the product, or does the end user have to figure out how to use the product and develop their own training plan? Are you referring to automated testing tools? you advise which testing software are you looking to integrate with? Yes, this refers to automated testing tools. Information on the testing software is unavailable at this time. This refers to the PPM system s ability to integrate with a calendar tool such as Microsoft Outlook/Exchange, to allow project meetings to be scheduled and invitations to be sent out automatically.

7 21.14 Lynne Ltype tool, white board, SHANE desktop or document or program, on-line meetings This refers to embedded collaboration tools that would be used during project meetings, as described in the requirement, for on-line web meetings, showing a white board or sharing documents from a user s desktop (MS Windows or Macintosh). If you submitted questions for this project by the due date, but they were not received and addressed here, please contact: Alexis Jones Office of Contracting & Procurement jonesal@rowan.edu Thank you, Christine Brasteter Senior Director Contracting and Procurement