Request for Information (RFI) For providing An Information Technology Services Management Solution. RFI No. R25CD14213

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1 Request for Information (RFI) For providing An Information Technology Services Solution RFI No. R25CD14213

2 RFI No. R25CD14213 Overview The Information Technology Department (ITS) at the Toronto Transit Commission (TTC) is creating a business case to evaluate and determine the direction of an Information Technology Services (ITSM) solution. The solution will be used throughout the TTC by IT and non IT staff for the various domains and capabilities described below and in Appendix 2. The ITSM solution will be used (at a high level) for: - Service - Client - Configuration / Asset - Process - Reporting and KPIs within/across all of the domains Objectives of this RFI This RFI is being issued by the TTC to obtain information about available ITSM solutions and learn about their capabilities from all companies that are interested and can supply such a solution. If requested by TTC, subsequent to the RFI closing date, companies responding to this RFI should be able to give a demonstration of their solution in order to assist the TTC to obtain a better understanding. Attached as Appendix 2 is a list of 5 key areas related to the solution, that the TTC is particularly interested in receiving information on, namely: Section 1 (General Solution Requirements.) Section 2 (Required ITSM Domains.) Section 3 (Required Capabilities.) Section 4 (Number of Potential End Users.) Section 5 (Required Technology Support.) Companies responding to the RFI should provide information on each item for all 5 sections of Appendix 2. Page 2 of 9

3 Responding to this RFI In order to respond to this, RFI companies must complete Appendix 1 and Appendix 2, and submit these Appendices prior to the Deadline to Submit a Response to the TTC Contact Person listed below by . Deadline to Submit a Response Responses to this RFI should be submitted no later than 4:00 pm Toronto Time on September 26, TTC Contact Person Submissions and any inquiries must be directed to: Anand Singh Senior Buyer PH: (416) FAX: (416) Subject to the results of this RFI, the TTC may subsequently issue a Request for Proposal/Bid in order to award a Contract to a company to provide information technology services management solution in accordance with the needs of the TTC. Page 3 of 9

4 RFI No. R25CD APPENDIX 1 CORPORATE INFORMATION FORM NAME OF COMPANY: ADDRESS: CONTACT PERSON: (Name, Tel, Fax, ) Name: Phone No. Fax: WEBSITE: _ SAMPLE LIST OF EXISTING CLIENTS: ADDITIONAL INFORMATION: Page 4 of 9

5 RFI No. R25CD APPENDIX 2 ITSM Solution Details (You may use additional pages if required.) 1. General Solution Requirements. Requirement Description Vendor Response Solution Type Does the solution provider offer onsite solutions, onsite but vendor managed solutions, SaaS based solutions or some sort of combination that will satisfy the requirements. ITIL Alignment to ITIL and/or ITIL certification is essential for any ITSM tool the TTC will consider. Roles The ability to clearly define, implement and integrate various roles required for ITSM. An example would be a Service Desk Analyst vs. a general user. Configurable Views/Access Configurable views/access/permissions based on role. Automation / Ease of Use Automation and ease of use/intuitive use. Notification Configurable notifications throughout the ITSM solution to ensure that stakeholders are kept informed of relevant information / changes. Escalation Escalations and the ability to define an escalation scheme. Routing (Assignment and Approvals) Routing (automated where possible) of a ticket (incident, request, problem, change) to the appropriate resource. Portfolio Defines IT services in business terms and ensures that it is easily understood by the end user. Cost Establish the cost of IT service IT Governance, Risk and Compliance Integration/Automation/Data Integrity delivery. Enables the enforcement of IT policies and controls throughout the domains identified below. Provides a fully integrated and automated solution (across all domains and capabilities listed below) that enforces and ensures data integrity when reporting across different domains. Integration with external systems is also required. For example integration between the Operations Monitoring solution and the ITSM solution where a ticket Page 5 of 9

6 Auditing Configuration and Upgradeability Availability could be opened based on an issue being automatically identified by the Operations Monitoring solution. Auditing of all information including fields that are added by the TTC. The solution must be highly configurable and more importantly the configuration must be upgraded along with the solution when upgrades occur. 24/7 availability is required for the solution. 2. Required ITSM Domains. Required ITSM Domains Service Client Configuration / Asset Process Reporting and KPIs Vendor Response 3. Required Capabilities. ITSM Capability High Level Requirement Vendor Response Incident Allows the end user to report an incident (service desk or self-service). Ability to apply/automatically enforce business / IT rules / policies / service level agreements (SLAs) against incidents. Solution should automatically categorize all incidents and assign for resolution. Request / Service Catalogue Allows the end user to enter a request via several means such as a self-service standardized catalogue of services/commodities (service catalogue) or via the service desk. Ability to apply/automatically enforce business / IT rules / policies / service level agreements (SLAs) against requests. Solution should automatically categorize all requests and assign for resolution. Problem Identifies and links reoccurring incidents to a single problem ticket and once resolved links / updates similar incidents with the problem resolution. Knowledge Change Captures and catalogues resolutions to known or common incidents. Enables employees to easily search for possible resolutions. Identification of duplicate knowledge articles at the time of entry would be beneficial as well. Captures proposed software and hardware changes along with rollback plans. Routes change request to appropriate approvers. Links changes to affected configuration item(s) (CIs). And, links change records to the appropriate incidents, Page 6 of 9

7 Configuration Database / Impact Analysis Release and Deployment Software Packaging and Delivery Remote Control Support Automation Hardware, Software and License Vendor and Contract Software / License Compliance Auto Discovery and CMDB Update problems and requests. Tracks and manages all CIs, all assets (currently in use and historical) along with all connectivity/dependencies. Enables detailed impact analysis to better understand the impact to existing services / systems /applications and infrastructure by one or several changes. Proactively manages the release and deployment of all new releases. Updating a central calendar with release dates and tracking all activities related to release and deployment. Packages all software (COTS or in-house) and deploys to target infrastructure/assets. Solution should support servers, workstations, laptops, tablets and mobile devices. Solution should allow for a permitted role to take remote control of an end user s device to assist will troubleshooting an incident or fulfilling a request. If possible the details regarding the session must be recorded in the incident or request. In the context of the incident or request the ability to chat in real-time or exchange content is required. All chats/exchanges must be recorded within the incident or request. Automation of the execution of script(s) on a remote end user s device and recording the occurrence and results in the incident or request. Tracks and manages the financial data associated with all infrastructure assets, whether it is owned or leased. Improves cost-related analysis and decision making by measuring and tracking costs associated with all assets. This includes that status of the asset, whether the asset is in the planning stages (of acquisition), and actively in use or retired/decommissioned. Tracks and manages all of the contracts, warranties, leases, vendor information and software licenses associated with an asset and/or CI. Mitigates/eliminates software license violations. For example a software asset (entered manually or via auto discovery) would also have licensing information (number/type etc ) entered into the ITSM asset management tool. When the software is installed or uninstalled via the ITSM software packaging and delivery tool the licensing would automatically be decreased/increased. In addition licensing would also be impacted by the results of auto discovery (number of licenses discovered in use) and should be updated automatically once approved by the Change Analyst. Auto discovery of all assets (software/hardware) is imperative as is the ability to add asset signatures to enable the auto discovery of additional assets. Page 7 of 9

8 Asset / CMDB Analytics Process Definition, Automation and Orchestration Calendar Integration Properties / Additional Information Forms and Automation Reporting (canned and ad-hoc) KPIs Analytics Discovery of all of the relationships and interdependencies between assets and CIs is also imperative. Review and approval (CMDB / asset staging area) of the auto-discovered information after which the asset portfolio and/or CMDB repositories are automatically updated is essential. Allows end user to carry out detailed, adhoc queries/analytics against the asset/cmdb repositories. Allows process managers to define/enhance and automate processes (such as incident and request management). The automation may be accomplished by workflows or something similar. The ability to define a custom calendar such as a calendar that is reflective of events and holidays and/or business hours/shifts worked at the TTC. Integration between the different domains (as defined above) and capabilities within ITSM as well as with systems external to the ITSM solution. This will enable automation and data interchange between the ITSM solution and other systems. Based on the type of incident or request additional information may be needed, hence the ability to create additional fields for additional information based on a trigger such as request subject/area. Ability to create forms to capture necessary data (for incidents or requests) and automate the approval of the forms as well as automate the parsing and consumption of the information within the forms. Canned reports and automated distribution of those reports is essential. Reports for all domains and capabilities should be available based on industry standard reporting requirements around ITSM. Reports should be executed on demand or on a scheduled basis. The ability to create ad-hoc reports and make them available to others as well as distribute them automatically is also required. Automates IT service performance and availability measurement and tracking against service levels. Provides dashboards that reflect IT service fulfilment. Ability to carry out custom, ad-hoc analytics using the data available from the entire ITSM suite is imperative. 4. Number Of Potential End Users there are 5000 potential end users of this solution. This includes 93 end user departmental representatives and 200 analysts. Typical number of concurrent connections is approximately 40. _ Page 8 of 9

9 _ 5. Required Technology Support. - The following are the target platforms for the auto discovery tool, the asset management tool and the software packaging/deployment tools Technology Vendor Response Networking devices Storage devices (SAN, NAS) Servers Mainframe Workstations Tablets Mobile devices Operating Systems such as: Windows (desktop and server) Linux Unix AIX VSE (Mainframe) BlackBerry OS VMware ESXi Application and Database technologies such as: Microsoft BizTalk IBM HTTP Server (IHS) (Apache) Microsoft Windows Server Internet Information Services (IIS) IBM Websphere JBoss Tomcat Microsoft SharePoint Microsoft SQL Server Sybase Advantage Database Computer Associates IDMS Microsoft.NET Framework Oracle Citrix Metaframe Presentation Server SAP Business Objects Enterprise Novell Novell GroupWise Page 9 of 9

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