MICROSOFT SYSTEM CENTER SERVICE MANAGER CONSULTING SERVICES RFP # ADDENDUM #1. May 23, 2012

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1 MICROSOFT SYSTEM CENTER SERVICE MANAGER CONSULTING SERVICES RFP # ADDENDUM #1 May 23, 2012 For the Request for Proposal listed above, the following are changes, clarifications and/or questions and answers: QUESTIONS AND ANSWERS 1. What are your business objectives for deploying MSCCM in your environment? Our goal is to stand up a system center environment with Configuration Manager and Service Manager deployed in a live environment for district utilization. System Center should be stood up with an understanding that Operations Manager will be implemented within the next 12 months. SCCM a. Configured to push the client agent for collection, reporting and configuration purposes. b. To deploy desktop and possible laptop images throughout the district. c. To deploy and manage Forefront Endpoint Protection on all district computers. d. To be used with WSUS to manage updates to district computing devices. SCSM a. Configured based on a consultant-provided implementation plan; ITIL v3 framework. b. Configured with Self-Service Portal for end user submission and management of work orders. c. Though no reporting requirements have been defined, reporting module needs to be configured so we can define, customize and run our own reports.

2 ADDENDUM #1 Page 2 2. Do you currently use a help desk Ticketing system? Forefront Yes, HEAT. 3. Do you have SCCM deployed in production? Version? Partially, 2007, but moving to 2012 this summer. 4. Do you have SCOM deployed in production? Version? 5. Do you currently use any other systems management/monitoring tool? If so, what? 6. Are you operating on Active Directory in production? If so, what version? Yes, 2008 R2. 7. How many users do you support in Active Directory? We support 46,000 including students. Approximately 5,000 are staff. Students will not be part of SCSM. 8. Do you have Forefront Identity Manager (FIM) implemented? 9. How many systems do you manage with SCCM? (ex. servers, workstations, laptops) We currently have about 15,000 computers in SCCM When we fully deploy SCCM 2012, we should have 20,000+ computers.

3 ADDENDUM #1 Page Will you be implementing the connectors to support AD, SCCM, & SCOM integration? Yes. 11. How do users enter tickets today? (Web, ) Web and Client based application. 12. Do you wish to implement a self service portal? (Tickets, Request Software, Password Reset) Yes. 13. How many tickets (Incidents) per month do you handle now? Monthly average is approximately 1, Do you have any specific reporting requirements? What reports do you want? If so, please list and describe Currently, we have no reporting requirements. However, we will require numerous, typical reports. 15. Do you have the necessary hardware, or do you intend to Virtualize SCSM? We plan to virtualize SCSM. 16. Will this be a Pilot, PoC, or complete implementation? This will be a complete implementation. 17. Conducting in-depth product overview including integration with other products. Which other products will be included in the integration? SCCM will also be integrated.

4 ADDENDUM #1 Page Assisting in process transition from FrontRange to Service Manager. a. How many processes are currently utilized in FrontRange today? Even though there are many people listed on the workflows, there are only two processes. One workflow is for the Help Desk and one is for the Technicians. b. Will each process be documented from FrontRange prior to the project start or will that be the responsibility of the implementer? We have all the requirements, process, procedures and workflow instructions documented before the project starts. This project involves programming them into the tool SCSM. 19. Assisting with implementation plan; internal process flow; customer portal; service catalogue; call types. a. Is the internal process flow currently documented? If so, can this be shared? Yes, please see attached SCSM incident Management Work Flow. b. Is there a service catalogue currently in use in the environment? If so, can this be documented so we can properly scope? It will follow the ITIL process identify, logging categorization prioritization, diagnosis, resolve or escalate. 20. What do you mean by Customer Portal? Does customer portal mean your self-service help desk? The customer portal is a web link used by external sites for creating incident tickets and is separate from the help desk.

5 ADDENDUM #1 Page How many staff members and for what roles, will require training? What skill level do those staff members currently have? We will be using train the trainer method, therefore a minimum of two System Administrators and three Subject Matter Experts will need to be trained. These staff members are IT level. 22. Bid with additional funding provided from Microsoft. Is this a mandatory requirement? If so, do you have POC, deployment funds or training vouchers that can be used for this? Microsoft informed us that that there was funding for gold partners. Because we have a limited budget, this is a mandatory requirement of the Offeror. Proposal closing date shall remain May 30, 2:00 p.m. (MDT). Receipt of this Addendum #1 must be acknowledged in the proposal documents. Mary Kirschmer Mary Kirschmer, CPPB Senior Buyer