SERVICE DESK AND ASSET MANAGEMENT APPLICATIONS
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SERVICE DESK AND ASSET MANAGEMENT APPLICATIONS Document Transcript

  • 1. Douglas Omaha Technology Commission DOT.Comm Paul Christiani – Chief Executive and CIO 408 South 18 Street – Omaha, Nebraska Douglas Omaha Technology Commission 68102-2501 Phone (402) 444-7135 Fax (402) 444-6276 www.dotcomm.org GENERAL TERMS AND CONDITIONS FOR REQUEST FOR PROPOSAL SERVICE DESK AND ASSET MANAGEMENT APPLICATIONS The Douglas-Omaha Technology Commission, known as DOT.Comm, invites proposals for Commercial-Off-The-Shelf (COTS) Service Desk and Asset Management Applications. I. General Information This RFP is for DOT.Comm to install, operate, and maintain commercial-off-the- shelf (COTS) applications for service desk functions and to identify and manage LAN/WAN assets, such as desktops and servers. The project coordinator designated as the official DOT.Comm representative for this selection process is: Mark Gradel Client Support Manager DOT.Comm Omaha/Douglas Civic Center 1819 Farnam Street, Room 311 Omaha, NE 68183 Phone: (402) 444-1964 Please Contact Mark Gradel if you have questions, or need clarification of any material contained in this document. It is your responsibility to ensure your complete knowledge and understanding of our requirements. No pre-proposal hearing will be held to review questions regarding this RFP. However, questions may be submitted to Mark Gradel. 1
  • 2. Request for Proposal for Service Desk and Asset Management Applications II Background DOT.Comm was formed as a non-profit organization through an INTERLOCAL AGREEMENT between the City of Omaha and Douglas County in December 2001, and is not subject to state sales tax. Nebraska Tax ID: 21-8971412 City of Omaha and Douglas County shall utilize exclusively DOT.Comm as the provider of electronic information, voice and data communications services for governmental operations and public services. DOT.Comm currently has a staff of approximately 100 employees in five departments. The departments are Client Services, Business Applications, Risk Management, Controller, and Infrastructure. These applications will be used and supported by the Service Desk staff in the Client Services department. III Purpose and Objective The purpose of this Request for Proposal is to obtain technical and cost proposals for commercial-off-the-shelf (COTS) service desk and asset management applications that will provide advanced service desk and improved asset management functions. These functions are required to provide improved services to over 56 government business units, monitor service level agreements, and accurately bill for services. 2
  • 3. Request for Proposal for Service Desk and Asset Management Applications IV Scope of Work DOT.Comm is seeking proposals for commercial-off-the-shelf (COTS) service desk and asset management applications that will provide advanced service desk and improved asset management functions. These functions are required to provide improved services to the government business units, monitor service level agreements, and accurately bill for services. The Service Desk application must have the capability to monitor a service level agreement similar to the following sample: Service Metric Response Issue Response Time Level 1 Response 10 min Level 2 Response 120 min Level 3 Response 4 hours Escalation Level 1 Escalation 2 hours Level 2 Escalation 4 hours Level 3 Escalation 1 business day Definitions: Level 1 Response: Production system is completely unavailable or inoperable, or is affected such that critical business processes are completely unavailable or inoperable. Level 2 Response: Production system is available, but critical business processes and multiple users are substantially adversely impacted. Level 3 Response: Production system is available, but single user or non-critical business processes are substantially adversely impacted. Level 1 Escalation: Production system is completely unavailable or inoperable, or is affected such that critical business processes are completely unavailable or inoperable. Level 2 Escalation: Production system is available, but critical business processes and multiple users are substantially adversely impacted. Level 3 Escalation: Production system is available, but single user or non-critical business processes are substantially adversely impacted. The Vendor will demonstrate their software applications on DOT.Comm servers. DOT.Comm will provide resources to install software on DOT.Comm servers. V Additional Services Include capabilities and costs associated with programming services to augment DOT.Comm staff for limited engagements. 3
  • 4. Request for Proposal for Service Desk and Asset Management Applications VI Evaluation of Proposals Evaluation and selection of a Vendor will be based on the information submitted in the proposal and successful demonstration of the applications on DOT.Comm servers. There may be further information required for clarification purposes after the proposals are submitted. DOT.Comm reserves the right to accept or reject any or all proposals, or any part of any proposal, and to waive any defect or technicality, and to advertise for new proposals where the acceptance, rejection, waiver or advertisement would be in the best interest of DOT.Comm. DOT.Comm also reserves the right to award in whole or in part, by item, group of items, or by section where such action serves DOT.Comm best interest. Complete and accurate responses to all items are necessary for fair evaluation of proposals The City of Omaha Finance Department in conjunction with DOT.Comm will evaluate all proposals submitted in response to this RFP. VII Submittal Requirements Those Vendors interested in responding to this REQUEST FOR PROPOSAL are required to submit their proposal in the following format. Those submitting sealed proposals should indicate on the outside of the envelope in the lower left hand corner that it is a sealed proposal for the RFP – Service Desk and Asset Management. The name of the Vendor submitting the proposal should also be indicated on the outside of the envelope. One (1) original and three (4) bound and sealed copies are to be delivered to: Buster Brown, City Clerk Omaha/Douglas Civic Center 1819 Farnam Street LC-1 Omaha, NE 68183-0011 By 11:00 a.m. on December 3, 2003. Proposals received after 11:00 a.m. on December 3, 2003 will not be considered. 1. Title Page Present the subject of your proposal, the name of the Vendor, local address of the office that will be delivering the applications, name of the contact person and the date. All proposals submitted are to be valid for period of 90 days after this proposal date. 2. Table of Contents Present a clear and comprehensive identification of the contents of your proposal by section and by page number. 4
  • 5. Request for Proposal for Service Desk and Asset Management Applications 3. Letter of Transmittal A brief letter of transmittal is required. Within this letter include statements to the following: • The Vendor’s understanding of the work to be accomplished. • That upon award of this contract, the Vendor will make a positive commitment to perform the work within the scheduled time period. • A summary of the cost of license and service fee(s) to be charged for the work, and a statement that these fees are fixed, complete and inclusive. • The name of the individuals who will be authorized to make representations for the Vendor, their titles, addresses, and telephone numbers. • That the signatory of the transmittal letter has authority to bind the Vendor. 4. Company Profile A. Within the profile statement, present the following information: • Whether the Vendor is local, regional, national, or international. • The location of the office from which the applications are to be delivered and supported and a brief narration of the number of professional staff (i.e. analysts, programmers, support desk, etc.) employed at the office. • Describe the range of services provided by the office delivering the applications. • Affirmation that the Vendor is in compliance with the City of Omaha Contract Compliance regulations and have or will have completed form CC-1 on file with the City’s Human Relations Department. For information contact Director, Human Relations at 402-444-5050. B. Summary of your Vendor’s qualifications: Please denote your level of expertise in the service desk and asset management applications industry. Submission of reports from Gartner or Meta Group is encouraged. Three references of similar type service at other businesses of similar size and complexity. Highlight any and all government references. Include contact names, telephone numbers and addresses. Indicate the year and timeframe in which each reference was engaged with your organization. 5. Approach to the Project Please provide a project plan with deliverables and dates that are assigned to this contract. This will include a detailed explanation of your approach to 5
  • 6. Request for Proposal for Service Desk and Asset Management Applications completing the requirements as defined in Section IV of this REQUEST FOR PROPOSAL. 6. Proposed Costs of Applications: The Vendor will provide costs for all of the software products. Please indicate any and all discount structures. DOT.Comm qualifies for GSA pricing. Please indicate the installation options associated with the software products, such as server or desktop installation. Include the requirements for servers and desktops hardware and software for each software product. Please indicate items that are proprietary to your company and which are being delivered through a reseller agreement. If being resold through a reseller agreement, please indicate the originator of the item. Please use the following table to describe costs and deliverables for the service desk and asset management applications: Item Cost Discounts Total Cost to DOT.Comm Software Licenses Demonstration Installation Configuration for the following assets: 15 Concurrent Users 125 Windows 2000 Servers 54 Linux Servers 3 AIX pSeries Servers 2 OS 400 Servers 3100 Desktops (Windows 9x, NT, XP) Warranty Maintenance Initial Training (2 students) System Administration Education Services (2 students at customer site) Maintenance after warranty period Additional Items 6
  • 7. Request for Proposal for Service Desk and Asset Management Applications 7. Specifications: The following table provides the minimum specifications that must be met by the applications. In the analysis column, indicate by a “Yes” or “No” whether the application meets or does not meet the specification. Specification Description Analysis Platform Operate on WINTEL or Unix hardware and software platforms provided by the customer. Web Interface Present application through a browser interface (IE or Netscape) on a desktop with network access. Security Implement security policies, such as least-privilege and need- to-know. Easy Accessibility Single click navigation from a main menu allows ease of access to information. Request Manage the entire problem resolution process: End-user Management profiles, History, and Assets. Create Requests Create and manage requests. Change Order Create and manage change orders. Management Templates Use of out of the box templates to reduce setup time and facilitates training. Reports Standard reports aid problem resolution and tracking, and problem status. List assets by user defined classes. Display server details such as installed software, patch levels, and change history. Notification, User-defined notification and escalation rules, and service level Escalation, and policies. Notification methods include telephone, fax, e-mail, Service Level and pager. Management Event Definition User defined events to automatically monitor request and change orders. Intelligent Capable of solving different classes of service desk problems. Software Keyword search, Quick Find, and Frequently Asked Questions are necessary as part of problem resolution. Asset Information User profiles defined for desktops and servers. Track change orders and attributes of every asset. Discover details about software and hardware assets connected to the network. Data Partitioning System Administrators can manage user access to selected data. Automatic User defined events will generate service requests. Request Generation Version Control Manage configurations on servers and desktops. Surveys Automatically send a survey via e-mail when a request is closed (configurable). Knowledge Tools Capable of accessing and storing solutions and references for future reference. Additional Features 7
  • 8. Request for Proposal for Service Desk and Asset Management Applications 8. Application Architecture: Define the application according to the following architecture: Service Layers, Functions, and Components: SERVICE LAYERS FUCNTIONS AND COMPONENTS USERS Type of users supported: Internet, Intranet, and Extranet. ACCESS Web Browsers supported. APPLICATIONS Language: JAVA or .NET or other. DATA Relational Database Management System (RDBMS) supported: DB2, MS SQL, Oracle SYSTEMS Integration into customer Ethernet LAN using TCP/IP. WebSphere Integration capabilities. Data interface and extraction capabilities. VIII Event Schedule The following is the timeline and schedule for the RFP: RFP Published November 12, 2003 Proposal Due Date December 3, 2003 11:00 AM Vendor/s Selected December 12, 2003 Contract(s) Finalized Upon approval from DOT.Comm 8