PUR1308/12 - Service Management Tool Minimum Requirements

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1 PUR1308/12 - Service Tool Minimum Requirements No. General Requirements The Supplier organisation must have 10 years or more experience in 1. developing Service software The Supplier organisation must be able to provide the Tool as an on premise or SaaS solution. The product must have the capability to maintain asset inventory and record allocation of fixed and moveable assets. The product must have the ability to deliver all ITIL V3 core es without customisation: 1. Availability 2. Capacity 3. Change 4. Event 5. Financial 6. Incident 7. IT Service Continuity 8. Knowledge 9. Problem 10. Release & Deployment 11. Request Fulfilment 12. Service Asset & Configuration 13. Service Catalogue 14. Service Level 15. Service Portfolio The product must be able to verify that it has been objectively assessed against ITIL terminology, definitions, functionality and workflow requirements for the above 15 ITSM es detailed above in question 4. The product must have out of the box capability to support Contract and Supplier management es. The product must have out of the box capability to support an ITIL Financial and integrate with financial tools for purchasing, accounts payable, and accounts receivable/billing functions. The product must have the capability to support a Software Development Lifecycle (SDLC) as outlined below. Requirements Design Build Test es Deployment Application Maintenance 9. Do you have a Business Continuity (BCP/DR) facility, policy and regularly tested DR plan? Page 1

2 Technical Requirements The Bank requires the Tool to have the following functionality: Java API integration capability to interface with other business enterprise applications. Authentication and authorisation with Active Directory and single-sign-on capability. Integrate with SAP (Module ECC6) and additional externally based HR systems Integrate with identity management platforms. Integrate with MS Exchange server Mobile device's browser and/or Mobile Apps. Capability. API compatibility or data source access to enable access to data. Integrate with market leading code versioning tools e.g., Visual Source Safe, Subversions, Serena (Dimensions), MKS, IBM and CA. Integrate with collaboration unified communication platforms, e.g. Cisco Jabber, Microsoft Lync or Microsoft Yammer. Integrate with Workplace systems, e.g., Accruent, Planon, Tririga and FM Systems. The Bank requires that the Tool has the functionality for users to access the Tool by a mobile device to create, review, update and approved Service Requests, Incidents, Change Requests and Releases. The Bank requires this functionality to be available through both mobile device's browser and/or Mobile Apps. As the Tool will be utilised by separate business areas e.g. IT and HR, the Tool must cater for security of sensitive data as well as have the ability to allocate role based security levels. The Bank requires full technical support during UK office hours (09:00-17:00, Mon-Fri). The Tool s forms must have the ability to auto-populate user information from Active Directory, contain mandatory fields and identify possible clashes with data captured from SAP or Active Directory, e.g. two users with same desk location or user ID. The Bank requires the Tool generate tasks to multiple teams/users in different business units, each of them responsible for different elements of the. The Bank will require that the Tool actively monitors ongoing es to ensure that all requests in the end to end are completed by due date. The Bank requires to be able to clearly identify from an Incident, Service Request or Problem record, all assets (e.g. hardware, software, mobile devices etc.) assigned to an individual. The Bank requires that the Tool be able to create new and amend existing forms, templates or workflows. Service Desk/Support Requirements Page 2

3 The Bank requires the Tool to be able to differentiate all Incident, Service and Problem request based on the originating business unit. The Bank requires the Tool to have a 'quick logging' facility for repeat logging of incidents or service requests. The Bank will require an Incident record to be converted to a Change record without the need for re-entry of data. The Bank requires that the Tool will automatically create an Incident or Service Request from receipt of an , send confirmation of the Incident or Service Request record number to the Requestor and assign the record to the appropriate resolver group. The Bank will require the Tool to send notifications to resolver groups or individuals when an Incident or Service Request is assigned to them and allow viewing the status of an Incident or Service Request record without having to open each individual record. The Bank will require the Tool to have the functionality to create and send an directly from within the Incident, Service Request, and Change or Release records. This functionality should also allow access to pre-defined templates. The Bank requires the Tool to capture and maintain a full audit history for all Incident, Service Request, Problem, Change and Release records. This audit trail must include information pertaining to activities performed by individuals as well as time spent. The Bank requires the Tool to hold the status value for each stage of an Incident or Service Request record and generate notifications of status updates to pre-defined users, e.g. User or Service Desk Manager. The Bank requires that the Tool allows for Incidents to be linked to a Change or Release. The Incidents, Service Requests, Problem, Change and Release records will be required to support free text, screen captures and files attachments. The Tool must allow mandatory fields within the Incident, Service Request, Problem and Change records. The Tool must allow the status value of an Incident, Service Request, Problem, Change or Release record to be viewed without having to open each individual record. The Bank requires the Tool to be able to differentiate all Incident, Service and Problem request based on the originating business unit. The Bank requires the tool to be able to link Incidents, Service Requests, Problems, Known Errors, Workarounds, Change Requests and Releases. The Bank requires that the tool has functionality to support matching of similar incidents. Asset & Configuration Requirements Page 3

4 The Bank requires the Tool to have full asset management capability, with integration options to link with Microsoft SCCM and other Oracle based applications, e.g. SAP. The Bank requires the Tool to have the capability for asset data entry via bar codes scanning, or similar technology. Also the Bank would expect that data can also be imported into the Tool via spreadsheets or other data formats. The Bank requires the Tool to facilitate an automatic audit of assets and configuration items e.g. hardware and software on the Bank s infrastructure. The Bank requires the Tool to support similar configuration items with different model numbers, version numbers. The Bank requires the Tool to identify and display the relationships between all configuration items in a graphical format, allowing the relationships to be expanded and collapsed as required. The Tool must also have the ability to show the hierarchy of relationships between "parent" and "child" configuration items. The Bank requires the Tool to provide the functionality for collecting and reporting inventory data and have the capability to compare collected inventory information with that stored in the Configuration Database. The Bank requires that the Tool produce exception reports following identification of changes to standard build, hardware and software etc. The Bank requires the Tool to produce audit trail for all inventory items. Change Requirements The Bank requires the Tool to have the capability to manage a single Change Requests with multiple tasks where tasks can be closed independent of the parent change. The Bank requires the Tool to support pre-defined Standard Change models, and expects the Tool to also have the flexibility to allow customisation and/or relabeling of Change forms or tabs. The Bank requires the Tool to hold the status value for each stage of a Change record and generate notifications of status updates to pre-defined users, e.g. Change Requestor, Change Manager etc. The Bank expects the Tool s functionality to have the ability to filter on screen views and report Changes by status, e.g. views of changes to be reviewed, changes awaiting approval, changes in progress, changes scheduled and Changes completed. The Bank requires the Tool to have a Change Calendar, detailing all approved and nonapproved changes. The approved and non-approved changes should be clearly differentiated. It is also required that from within the Change Calendar, clicking a Change Requests will open or view the Change record. The Bank requires that the Tool s Change Calendar maintains a view of the department s maintenance, release and change freeze windows. The Bank requires the Tool to provide automatic notification of potential scheduling conflicts/clashes and/or conflicts with maintenance /freeze windows for Changes and Releases? The Bank requires that the Tool has the ability to calculate a risk and impact analysis of multiple Changes, and provide visual depictions of both upstream and downstream impact. Page 4

5 The Bank s Change requires the approval of Changes both by Information Technology users and business users. The Tool is required to automate approval workflows and route multiple approval requests to designated Approvers and record Approver responses. The Bank requires that the Tool be flexible enough allow delegation of approval responsibility. The Bank requires that the Tool s functionality will allow a closed Incident, Service Request, Change or Release record to be reopened by designated individuals. The Bank requires that the Tool allows cloning of Service Requests, Change, Release and Incident records. Release Requirements The Bank requires that the Tool allow multiple Changes to be combined into a single Release. The Bank requires the Tool hold the status value for each stage of a Release record and generate notifications of status updates, by to pre-defined users, e.g. Release Requestor, Change Manager etc. The Bank requires the Tool to capture and manage business sign-offs throughout the development lifecycle for the design, testing and deployment phases of a Release. It is expected that the Tool will allow approval and/or business sign-off from business units. Reporting Requirements The Bank requires the Tool to include real-time out of the box reporting via standard reports and standard centralised 'real time' dashboards which may be exported in other formats such as CSV or XLS. The Bank intends to utilise the out of the box reports for Incidents, Service Requests, Change & Release and Asset and Configuration. The Bank also wishes to be able to modify these reports as required. The Bank requires the Tool to have the ability to create ad hoc reports. The Bank requires the Tool to have the ability to automate and schedule standard reports and/or dashboards, for distribution via . The Bank requires the Tool s functionality to automatically report on breached Incidents and Service Requests etc. The Bank requires the Tool to have the capability to report on self-service usage by user, location department, region, etc. and FAQs. Self Service Functional Requirements The Bank expects the Tool to have the ability to allow business users to raise and monitor the status of Incidents and Service Requests via a self-service portal and mobile devices. The Tool is also expected to automatically provide status updates to users at each stage of the incident or service request? The Bank requires the Tool to generate automatic and ad-hoc requests for feedback and/or customer surveys, to a user following resolution of an Incident or Service Request. Page 5

6 The Bank requires the Tool to have the capability to allow business users to be automatically directed to knowledge articles or frequently asked questions for simple fixes to incidents or service requests. The Bank requires the Tool to have the ability to be branded to the Banks own brand. Please include this in your demonstrations. SaaS Security Requirements For a SaaS solution, the Bank requires confirmation of the following: Do you have an information security policy and/or data privacy policy and/or another policy covering the services that you will be delivering to EBRD? Do you have a security policy that addresses the secure handling of sensitive and/or confidential/restricted data whether that data is commercial or personal data? Do you have procedures to safeguard EBRD data that may be transferred outside your organisation, including data transferred overseas? Can you ensure that the EBRD data never leaves the physical data centre locations assigned to it? Do you have sufficient controls, physical and logical, to prevent access to EBRD data including backups and test systems? Do you provide staff with training to ensure that they are fully aware of how to handle sensitive data securely? Do your staff/supplier contracts or terms and conditions specifically mention information security and data privacy responsibilities with respect to sensitive data? Do you have a policy for the procedures and es to deal with allocation reallocation and revocation of user privileges relating to access to EBRD data? Will information risk assessments be performed for those systems, environments, es and data relevant to your services for EBRD (e.g. SAS 70 Audit, ISO27001 certification audit, penetration test)? Minimum Contractual Terms As per section 4.0 of the RFP, the special status of the EBRD requires it to seek specific provisions relating to such status in all contracts with external suppliers and service providers. EBRD is unable to agree to terms that expressly contradict its special status and internal policies as an international organisation Suppliers are required to confirm that they would be prepared to vary the terms of any license agreements, terms of use etc. that the Bank may be required to accept through the use of their products in the following respects: The Supplier will agree to vary its license or any service agreement terms to include the Bank s standard dispute resolution clause as provided in Annex A. With specific reference to auditing, the Supplier will agree to vary its license or any service agreement terms to reflect the inviolability of the Bank s headquarters and archive as provided under UK statute and international law. Page 6

7 Annex A Dispute Resolution Clause X.1 This [Contract] shall be construed in accordance with [English] law. Any non-contractual obligations arising out of or in connection with this [Contract] shall be governed by and construed in accordance with [English] law. X.2 Any dispute controversy or claim arising out of, or relating to this [Contract] or the breach, termination or invalidity hereof or any non-contractual obligations arising out of or in connection with this [Contract] which cannot be amicably settled, shall be settled by arbitration in accordance with the UNCITRAL Arbitration Rules as in force and effect on the date of this [Contract]. There shall be one (1) arbitrator, and the appointing authority for the purposes of the UNCITRAL Rules shall be the LCIA (London Court of International Arbitration). Any provision of such rules relating to the nationality of an arbitrator shall, to that extent, not apply. The seat and place of arbitration shall be London, England and the English language shall be used throughout the arbitral proceedings. The [Parties] hereby waive any rights under the Arbitration Act 1996 or otherwise to appeal any arbitration award to, or to seek determination of a preliminary point of law by, the courts of England or elsewhere. The arbitrator shall not be authorised to grant, and the [Contractor] agrees that it shall not seek from any judicial authority, any interim measures or pre-award relief against the [Bank], any provisions of the UNCITRAL Arbitration Rules notwithstanding. X.3 Nothing in this [Contract] shall be construed as a waiver, renunciation or modification by the [Bank] of any immunities, privileges and exemptions of the [Bank] accorded under the Agreement Establishing the European Bank for Reconstruction for Development, international convention or any applicable law. Notwithstanding the foregoing, the [Bank] has made an express submission to arbitration under [Section X.2] of this [Contract] and accordingly, and without prejudice to its other privileges and immunities (including, without limitation, the inviolability of its archives), it acknowledges that it does not have immunity from suit and legal under Article 5(2) of Statutory Instrument 1991, No. 757 (The European Bank for Reconstruction and Development (Immunities and Privileges) Order 1991), or any similar provision under English law, in respect of the enforcement of an arbitration award duly made against it as a result of its express submission to arbitration pursuant to [Section X.2] of this [Contract]. X.4 Unless the [Bank] directs otherwise, the [Contractor] shall continue performing its respective obligations under this [Contract] while the dispute is being resolved unless and until such obligations are terminated or expire in accordance with the provisions of this [Contract]. Page 7

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