REQUEST FOR PROPOSALS (RFP) for. IT Service Management (ITSM) Software Product and Consulting Services RFP NO: RFP 1428

(1)

REQUEST FOR PROPOSALS (RFP)

for

IT Service Management (ITSM) Software Product

and

Consulting Services

RFP NO: RFP 1428

Diana K. Trahan, Procurement Officer

Office of General Services

Florida Department of Law Enforcement

2331 Phillips Road

Tallahassee, Florida 32308

Phone: (850) 410-7316

Email:

[email protected]

Failure to file a protest within the time prescribed in section 120.57(3), Florida Statutes, or failure to

post the bond or other security required by law within the time allowed for filing a bond shall

constitute a waiver of proceedings under chapter 120, Florida Statutes. Any protest must be timely

filed with the Procurement Officer listed above.

(2)

SOLICITATION INTRODUCTION

The 10 Most Critical Things to Keep in Mind When Responding to a Solicitation for the Florida Department of Law Enforcement

1. Read the entire document. Note critical items such as: mandatory requirements; sample(s)

required, supplies/services required; submittal dates; number of copies required for submittal; funding amount and source; contract requirements (i.e., contract performance security, insurance requirements, performance and/or reporting requirements, etc.).

2. Note the Procurement Officer's name, address, phone numbers and e-mail address.

This is the only person you are allowed to communicate with regarding the Solicitation and is an excellent source of information for any questions you may have.

3. Attend the pre-proposal conference. (If applicable)

4. Take advantage of the “question and answer” period. Submit your questions to the

Procurement Officer by the due date listed in the Solicitation Timeline and view the answers given in the formal “addenda” issued for the Solicitation. All addenda issued for a Solicitation are posted on the Vendor Bid System’s website (http://vbs.dms.state.fl.us/vbs/search.criteria_form) and will include all questions asked and answered concerning the Solicitation.

5. Follow the format required in the Solicitation when preparing your response. Provide

point-by-point responses to the required sections in a clear and concise manner.

6. Provide complete answers/descriptions. Read and answer all questions and requirements.

Don’t assume the Department or evaluation committee will know what your company capabilities are or what items/services you can provide, even if you have previously contracted with the Department. The proposals are evaluated based solely on the information and materials provided in your response.

7. Use the forms provided, i.e. Price Proposal forms (Section 6.0), Certificate of Drug Free

Workplace (Attachment C), etc.

8. Check the Vendor Bid System website for Solicitation addenda. Before submitting your

response, check the Vendor Bid System website to see whether any addenda were issued for the Solicitation, some addenda require that you sign and return them with the bid.

9. Review and read the Solicitation document again to make sure that you have addressed all

requirements. Your original response and the requested copies must be identical and be complete. The copies are provided to the evaluator/evaluation committee members and will be used to score your response.

10. Submit your response on time. Note all the dates and times listed in the Solicitation

Timeline and within the document, and be sure to submit all required items on time. Faxed, emailed or late proposal responses are never accepted.

(3)

SECTION A

PUR 1001 – GENERAL INSTRUCTIONS TO RESPONDENTS

1. http://dms.myflorida.com/index.php/content/download/2934/11780/version/6/file/1001.pdf The State of Florida General Instructions to Proposers (PUR 1001) are hereby referenced and incorporated in their entirety into this RFP. This section explains the General Instructions to Proposers (PUR 1001) of the solicitation process. This is a downloadable document. Please download and save this document to your computer for further review. Potential proposers to the solicitation are encouraged to carefully review all materials contained herein and prepare responses accordingly. There is no need to return this document back to the Department of Law Enforcement.

PUR 1000 – GENERAL CONTRACT CONDITIONS

2. http://dms.myflorida.com/index.php/content/download/2933/11777/version/6/file/1000.pdf The State of Florida General Terms and Conditions (PUR 1000) are hereby referenced and incorporated in their entirety into this RFP. This section explains the General Contract Conditions (PUR 1000) of the solicitation process. This is a downloadable document. Please download and save this document to your computer for further review. Potential proposers to the solicitation are encouraged to carefully review all materials contained herein and prepare responses accordingly. There is no need to return this document back to the Department of Law Enforcement.

(4)

SECTION B

SPECIAL INSTRUCTIONS FOR THE PREPARATION AND SUBMISSION OF RESPONSES

B.1 Program Office Information Technology Services (ITS) B.2 Issuing Office Diana K. Trahan, Procurement Officer

Office of General Services 2331 Phillips Road

Tallahassee, Florida 32308 Phone: (850)410-7316

Email: [email protected] B.3 Restrictions on Communication with Department Staff

Respondents to this solicitation or persons acting on their behalf may not contact, between the release of this solicitation and the end of the seventy-two hour period following FDLE posting the notice of intended award, excluding Saturdays, Sundays, and state holidays, any employee or officer of the executive or legislative branch concerning any aspect of this solicitation, except in writing to the procurement officer named above. Violation of this provision may be grounds for rejecting a response.

B.4 Solicitation Timeline

Listed below is the timeline of important actions and dates/times by which the actions must be taken or completed. If FDLE finds it necessary to change any of these dates/times, it will be accomplished by addendum. All listed times are local in Tallahassee, Florida.

Activity Date/Time Location

Solicitation Issued by

the Department April 21, 2014 http://myflorida.com/apps/vbs/vbs_www.main_menuElectronically Posted Deadline for Receipt of

Written Inquiries May 6, 2014 Address Provided in B.2 above Anticipated Date for

Department Responses

to Written Inquiries May 13, 2014

Electronically Posted

http://myflorida.com/apps/vbs/vbs_www.main_menu Proposals due to FDLE

(Public Opening of Technical Responses)

May 29, 2014 at 2:00

PM ET Address Provided in B.2 above Public Dissemination of

Scores June 13, 2014 Oral Presentations June 16, 2014 through _{June 23, 2014}

Florida Department of Law Enforcement 2331 Phillips Road

Tallahassee, Florida 32308 Room TBA

Public Dissemination of

(5)

and Open Cost

Proposals Room TBA

Anticipated Posting of Notice of Intent to Award July 18, 2014 Electronically Posted http://myflorida.com/apps/vbs/vbs_www.main_menu B.5 Addenda

The FDLE reserves the right to modify this RFP. All addenda to this RFP will be in writing with content and number of pages described to all Respondents.

Addenda or clarifications to this RFP will be posted on the Florida VBS along with an Addendum Acknowledgement Form. The Addendum Acknowledgement Form that is issued with each posting shall be signed by an individual authorized to bind the Respondent, dated, and submitted with the response. It is the Respondent’s responsibility to monitor the Florida VBS

for any solicitation updates.

B.6 Questions (This section supersedes Section A, PUR 1001, Instruction #5, Questions)

Any questions from Respondents concerning this RFP shall be submitted in writing, identifying the submitter, to Diana K. Trahan at the address specified in Section B.4, Issuing Office, or by email to [email protected] or by facsimile to 850-410-7333 by the date and time specified in Section B.6, Solicitation Timeline. E-mail inquiries are preferred; however, a hard copy or facsimile is acceptable. All questions and/or changes to the solicitation will be posted on the Department of Management Services (DMS) Florida Vendor Bid System (VBS) as an addendum. It is the prospective Respondent’s responsibility to periodically check the VBS for any solicitation updates. FDLE bears no responsibility for any delays, or resulting impacts, associated with a prospective Respondent’s failure to obtain the information made available through the Florida Vendor Bid System. Respondent questions should be submitted in the format included in Attachment H – Technical Questions Submittal Form.

Each Respondent shall be responsible for any and all services required under this solicitation. The Respondent is required to carefully examine the specifications set forth and to be knowledgeable of any and all conditions and requirements that may in any manner affect the work to be performed as described in this solicitation. No allowances will be made to the selected Respondent because of lack of knowledge of conditions or requirements, and the selected Respondent will not be relieved of any liabilities or obligations.

INFORMATION WILL NOT BE PROVIDED BY THE TELEPHONE. Any information received

through oral communication shall not be binding on the Agency and shall not be relied upon by any Respondent.

B.7 Submission of Response (This section supersedes Section A, PUR 1001, Instruction #3, Electronic

Submission of Responses)

(6)

delivery. Electronic submission of proposal is not required and will not be accepted for this solicitation. RESPONSES SUBMITTED ELECTRONICALLY OR BY FACSIMILE WILL NOT BE

CONSIDERED.

Each response shall be prepared simply and economically, following the instructions contained herein.

It is recommended that all Responses be hand-delivered or sent via certified mail or overnight courier to ensure timely delivery. Since the FDLE Building is a secured facility, if you are hand-delivering the Response, please allow for sufficient time to gain access into the building.

RESPONSES RECEIVED AFTER THE EXACT TIME SPECIFIED WILL NOT BE CONSIDERED AND WILL BE RETURNED TO THE RESPONDENT UNOPENED.

B.8 Withdrawal of Response

A submitted response may be withdrawn, if within seventy-two hours after the response due date and time indicated in the Solicitation Timeline, the Respondent submits a signed, written request for its withdrawal to FDLE.

B.9 Response Opening (This section supersedes Section A, PUR 1001, Instruction #12, Public

Opening)

The response opening will be held at the time and date specified in Section B.4, “Solicitation Timeline” in the Office of General Services, 2331 Phillips Road, Tallahassee, Florida.

The name of all Respondents submitting responses shall be made available to interested parties upon written request to the contact person listed in Section B.4. Any person with a qualified disability shall not be denied equal access and effective communication regarding any response/proposal documents or the attendance to any related meeting or response/proposal opening.

Sealed responses received by FDLE in response to this solicitation are subject to production, disclosure, inspection and copying, in accordance with Chapter 119, Florida Statutes, once FDLE posts its decision or intended decision pursuant to s. 120.57(3)(a), F.S., or 30 days after the response opening, whichever is earlier.

B.10 Solicitation Requirements

The following requirements must be met by the Respondent in order for its Response to be considered responsive to this solicitation; however, this is not an exhaustive list of mandatory requirements. Timely responses that do not meet all mandatory requirements of this solicitation, including providing all required information, documents or materials, will be rejected as non-responsive. Mandatory requirements of the response are those set forth as mandatory, or without which an adequate analysis and comparison of responses is impossible, or those which affect the competitiveness of responses or the cost to FDLE.

(7)

MANDATORY REQUIREMENTS FOR EVALUATION

A. It is MANDATORY that the Respondent submits its response within the time frame specified in Section B.6, Solicitation Timeline.

B. It is MANDATORY that the Respondent return, in accordance with the requirements of Sections B.33 and B.35.1, one (1) original, signed and sealed Technical Response, seven (7) paper copies of the signed original, and one (1) electronic copy of the signed original Technical Response (on compact disc), which include the following required attachments:

1. Attachment A – Reference Form 2. Attachments A1-A3 – Client References

3. Attachment C – Drug Free Workplace Certification 4. Attachment D – Disclosure Statement/Conflict of Interest 5. Attachment J – List of Subcontractors

C. It is MANDATORY that the Respondent return, in accordance with the requirements of Sections B.33 and B.35.2, one (1) original, signed and sealed Attachment B, Cost Response, two (2) paper copies of the signed original and one (1) electronic copy of the signed original Cost Response (on compact disc). Attachment B must be submitted in a sealed package separate from all other attachments.

D. It is MANDATORY that the Respondent return one original, Addendum Acknowledgement Form that is included with each posting, signed and dated by an individual authorized to bind the Respondent

Warning: The list above is not exhaustive. The use of the terms “shall”, “must”, or “will” within

these solicitation documents may indicate a MANDATORY requirement or condition. Failure to meet such mandatory requirements or conditions will result in the response being rejected as non- responsive.

Responses may be rejected as non-responsible if past performance or current status do not reflect the capability, integrity or reliability to perform fully and in good faith the requirements of the contract.

B.11 Cost of Preparing Respondent’s Reply

FDLE is not liable for any costs incurred by a Respondent in responding to this RFP, including those incurred for any oral presentations, if applicable.

B.12 Disclosure and Ownership of Responses by FDLE

A Respondent’s response shall be a public record and subject to production, disclosure, inspection and copying consistent with the requirements of Chapter 119, Florida Statutes. A Respondent’s response, upon submission, and any resulting contract shall be the property of

(8)

Statutes, and FDLE, in its sole discretion, shall have the right to use, reproduce, and disseminate the response and contract.

B.13 Respondent’s Duties to Assert Exemption from Disclosure as a Public Record

Any response content submitted to FDLE which is asserted to be exempted by law from disclosure as a public record shall be set forth on a page or pages separate from the rest of the bid, and clearly marked “exempt,” “confidential,” or “trade secret” (as applicable), with the statutory basis for such claim of exemption specifically identified in writing on each and every such page. Failure to segregate and so identify any such content shall constitute a waiver of any claimed exemption as applied to the portion of the bid or other document in which the content is set forth.

Pursuant to section 215.985(16), F.S., the Department of Financial Services (DFS), has developed a web-based system that provides information and documentation about government contracts called the “Florida Accountability Contract Tracking System” or “FACTS.” An important aspect of this system is the posting of contract images on the Internet, including contract attachments, which may include all or part of your response to this solicitation.

Any claim of exemption from public disclosure is waived upon submission, unless addressed as set forth above. FDLE will attempt to afford protection from disclosure of any trade secret as defined in section 812.081(1)(c), F.S., or section 688.002, F.S., where identified as such in the reply, to the extent permitted under section 815.045, F.S., or section 288.075, F.S., and chapter 119, F.S. Each Respondent acknowledges that the protection afforded by section 815.045, F.S., is incomplete, and hereby agrees that no remedy for damages may arise from any disclosure by FDLE.

FDLE takes its public records responsibilities under chapter 119, F.S., and Article I, Section 24 of the Florida Constitution, very seriously. If a Respondent considers any portion of the

documents, data or record submitted in response to this solicitation to be exempted by law from disclosure as a public record, the Respondent must also provide FDLE with a separate Redacted Copy of its response, in hard copy and on a CD ROM, at the time of bid submission.

This Redacted Copy shall contain FDLE’s solicitation name, number, and the name of the Respondent on the cover, and shall be clearly titled “Redacted Copy.” The Redacted Copy shall be provided to FDLE at the same time the Respondent submits its response to the solicitation and must only exclude or obliterate those exact portions which are exempted by law from public disclosure.

If it is determined that the response does not contain any information which is exempted by law from public disclosure, please provide as part of the response, a written statement to that effect which is executed by an authorized representative of the Respondent’s company with legal authority to make this determination on behalf of the Respondent.

Respondent shall protect, defend, and indemnify, save and hold harmless, FDLE from any and all claims, demands, liabilities and suits of any nature arising out of, because of, or due to failure of FDLE to release information redacted by the Respondent, and to further indemnify FDLE for any other loss FDLE incurs due to any claim being made against FDLE regarding portions of its

(9)

disclosure.

If Respondent fails to submit a Redacted Copy with its response, FDLE is authorized to produce the entire document(s), data or records submitted by Respondent in answer to a public records request.

B.14 Posting of Recommended Award (This section supersedes Section A, PUR 1001, Instruction #13,

Electronic Posting or Notice of Intended Award).

The Proposal Tabulation, with recommended award, will be posted for review by interested parties at the location identified in Section B.6, “Solicitation Timeline” above and on the Department of Management Services (DMS) Florida Vendor Bid System for a period of seventy-two hours, excluding weekends and State observed holidays. Any Respondent who desires to protest the recommended award must file a protest with the Office General Services, Florida Department of Law Enforcement, 2331 Phillips Road, Tallahassee, Florida 32308, within the time prescribed in section 120.57(3), Florida Statutes, and chapter 28-110, Florida Administrative Code.

B.15 Description of Work Being Procured

FDLE is requesting proposals from qualified Respondents to provide an on premise ITSM solution which shall increase ITS efficiency and include flexibility in usage, access, customization, and reporting. The solution shall incorporate full-function, integrated ITIL framework. All work shall be performed in accordance with the Statement of Work contained in Section C.

B.16 Number of Awards

FDLE anticipates the issuance of one contract for services under this solicitation. FDLE reserves the right to issue multiple contracts if doing so is believed to be advantageous to FDLE and the State of Florida. FDLE, at its sole discretion, shall determine whether multiple contracts will be issued.

B.17 Contract Period

The contract period is expected to begin upon execution and remain in effect for a period of five (5) years following final acceptance of the proposed solution. The selected Contractor will be expected to be able to assume the responsibilities outlined herein within ten days of contract execution.

FDLE reserves the right to renew the contract resulting from this solicitation. Renewal of this contract shall be in writing and shall be subject to the terms and conditions set forth in the existing contract. Renewal shall be limited to an additional term not to exceed one year. All renewals are contingent upon satisfactory performance by the Contractor and the availability of funds.

B.18 Type of Contract Contemplated - (This section supersedes Section A, PUR 1000, Condition #2,

(10)

contract if doing so is believed to be advantageous to FDLE and the State of Florida, considering price and other factors. Contractor shall be paid for the services rendered under the contract upon satisfactory completion of these services.

Information on state procurement regulations, state statutes, and rules referred to in this solicitation, may be obtained by contacting FDLE’s Office of General Services referred to in Section B.2.

B.19 Response Acceptance Period

FDLE intends to execute the contract(s) as soon as possible after the posting of FDLE’s decision. FDLE, at its discretion, may terminate discussions with the highest ranked Respondent if a Contract is not executed within twenty days after the announcement of an award and may proceed to award the contract to the second ranked Respondent.

B.20 Firm Response - (This section supersedes Section A, PUR 1001, Instruction #14, Firm Response).

Any submitted proposal shall remain firm and valid for one hundred and eighty days after the response submission due date, or until a contract is fully executed, whichever occurs first. The Respondent shall not withdraw any response within this time period except as described in paragraph B.11. Any response that expresses a shorter duration of validity may, in FDLE’s sole discretion, be accepted or rejected.

B.21 Disclosure

Information will be disclosed to Respondents in accordance with state statutes and rules applicable to this solicitation.

B.22 Laws and Permits

Contractor(s) must comply with all local, state and federal laws, rules, regulations, and codes whenever work is being performed under this contract. All permits and licenses required for this contract must be obtained by Contractor and maintained for the duration of the contract.

B.23 Insurance

The contractor selected under this RFP shall maintain, during the life of the Contract, Workers’ Compensation Insurance for all of its employees connected with this Contract. Such insurance shall comply fully with the Florida Workers’ Compensation Law. In case any class of employee engaged in hazardous work under the contract is not protected under the Workers’ Compensation statute, Contractor shall provide adequate insurance, satisfactory to FDLE, for the protection of its employees not otherwise protected.

The contractor selected under this RFP shall maintain, during the life of the Contract, comprehensive general liability coverage with limits of not less than $100,000 per occurrence and $500,000 general aggregate for bodily injury and property damage.

(11)

insurance will not be canceled or modified for any reason except after thirty days written notice to FDLE’s Contract Manager, with the exception of ten days’ notice for non-payment of premium by the insured.

The selected Contractor shall be required to submit insurance certificates, evidencing such insurance coverage, prior to the execution of a contract with FDLE. The insurance certificate must name FDLE as an additional insured and identify FDLE’s Contract Number. Copies of new insurance certificates must be provided to FDLE’s Contract Manager with each insurance renewal.

B.24 MyFloridaMarketPlace Vendor Registration

Each vendor desiring to sell commodities or contractual services as defined in Section 287.012, F.S., to the State through the on-line procurement system is prequalified to do so and shall register in the MFMP system, unless exempted under subsection 60A-1.030(3), F.A.C. Information about the registration process is available, and registration may be completed, at the MFMP website (link under Business on the State portal at www.myflorida.com). Interested persons lacking Internet access may request assistance from the MyFloridaMarketPlace Customer Service at (866) FLA-EPRO {(866) 352-3776)} or from State Purchasing, 4050 Esplanade Drive, Suite 300, Tallahassee, Florida 32399. A vendor not currently registered in the MFMP system shall do so within 5 days after posting of after posting of intent to award.

B.25 MyFloridaMarketPlace Transaction Fee

This procurement may be subject to the MyFloridaMarketPlace Transaction Fee, pursuant to Rule 60A-1.031, Florida Administrative Code. Vendors desiring to sell commodities or contractual services as defined in Section 287.012, F.S., to the state through the on-line procurement system must register pursuant to Rule 60A-1.030, Florida Administrative Code. All vendors who desire to use the on-line procurement system, must go to http://vendor.myfloridamarketplace.com and complete the on-line registration, or call 1-866-352-3776 for registration assistance.

The State of Florida has instituted MyFloridaMarketPlace, a statewide eProcurement System (“System”). Pursuant to section 287.057(22), Florida Statutes, all payments shall be assessed a Transaction Fee of one percent (1.0%), which the Contracting Party shall pay to the State, unless exempt pursuant to 60A-1.032, F.A.C.

B.26 Vendor Registration

Prior to entering into a contract with FDLE, the selected contractor must be registered with the Florida Department of Management Services (DMS) MyFloridaMarketPlace Vendor Registration System. Information about the registration process is available, and registration may be completed, at the MyFloridaMarketPlace website (link available under “Business” at http://www.myflorida.com/. Respondents who do not have Internet access may request assistance from MyFloridaMarketPlace Customer Services at (866) 352-3776.

(12)

252-150 COMPUTER SOFTWARE: DATA BASE MANAGEMENT 991-149 COMPUTER DATA BASE DEVELOPMENT SERVICES

991-155 COMPUTER SOFTWARE DEVELOPMENT AND MAINTENANCE SERVICES 991-430 INTERNET DESIGN, PROGRAMMING, AND CONSULTING SERVICES A list of Commodity Codes can be found here:

http://www.floridajobs.org/generalservices/docs/commodity_codes.doc but if you need assistance, the purchasing office can help.

B.27 Florida Department of State Registration Requirements

All entities identified under chapters 607, 608, 617, 620, 621 and 865, Florida Statutes, seeking to do business with FDLE shall, prior to award of a contract, be appropriately registered with the Florida Department of State.

B.28 Diversity

The State of Florida is committed to supporting its diverse business industry and population through ensuring participation by minority-, women-, and service-disabled veteran business enterprises in the economic life of the state. The State of Florida Mentor Protégé Program connects minority-, women-, and service-disabled veteran business enterprises with private corporations for business development mentoring. We strongly encourage firms doing business with the State of Florida to consider this initiative. For more information on the Mentor Protégé Program, please contact the Office of Supplier Diversity at (850) 487-0915.

B.29 Contractors and Subcontractors

Contractor will be allowed to subcontract for any of the services to be provided through the resulting Contract, however, Contractor must obtain FDLE’s prior written approval. Contractor will be the prime service provider and shall be responsible for all work performed and all Contract deliverables. Therefore, the proposed use of subcontracts should be included in the Respondent’s response. Requests for use of subcontractors received subsequent to the RFP process are subject to review and approval by FDLE based on the terms described in Section C.15 of this RFP.

FDLE supports diversity in its procurement program and requests that all subcontracting opportunities afforded by this Contract embrace diversity enthusiastically. The award of subcontracts should reflect the full diversity of the citizens of the State of Florida. Prospective contractors can contact the Office of Supplier Diversity at 850-487-0915 for information on minority vendors who may be considered subcontracting opportunities.

B.30 Conflict of Interest

The Respondent covenants that it presently has no interest in and shall not acquire any interest, direct or indirect, which would conflict in any manner of degree with the performance of the services required to be performed under the contract resulting from this solicitation. The selected contractor shall be required to provide written notification to FDLE within five working days of the discovery of a potential conflict of interest. FDLE shall have the authority to

(13)

B.31 Rights to Data and Copyright

Writings, publications, films, videos, technical reports, equipment, computer hardware and software, recordings, computer programs, computerized data bases, data processing programs, pictorial reproductions, maps, drawings, specifications, graphical representations, and works of similar nature (whether copyrighted or not copyrighted), which are submitted with a bid or specified to be delivered under a project contract shall be maintained by FDLE and may be released as public records. Additionally any writings, publications, films, videos, technical reports, equipment, computer hardware and software, recordings, computer programs, computerized data bases, data processing programs, pictorial reproductions, maps, drawings, specifications, graphical representations, and works of similar nature (whether copyrighted or not copyrighted), which are developed or produced and paid for in whole or in part by contract funds become the property of FDLE except as may otherwise be provided in the contract.

B.32 Submittal Requirements

A signed original technical response and seven (7) copies thereof shall be bound, enclosed and sealed individually. The original shall be labeled “Original Technical Response” and all copies shall be labeled “Technical Response Copy.” The original and copies may then be submitted together.

A signed original cost response and two (2) copies thereof shall be bound, enclosed and sealed individually. The original shall be labeled “Original Cost Response” and all copies shall be labeled “Cost Response Copy.” The original and copies may then be submitted together.

The Respondents should also submit an equal number of electronic copies of the response. The electronic format shall be submitted on CD, DVD-ROM or USB thumb drive. The software used to produce the electronic files must be Adobe Acrobat, Microsoft Word 97 and/or Excel 97 or greater. These electronic files must be logically named and easily mapped to the hard copy submittal. The electronic media should be clearly labeled in the same manner as the hard copies. If a Respondent fails to submit the electronic, signed copies (on compact disc) with its

response, FDLE reserves the right to contact the Respondent by telephone for submission of this document via email. This right may be exercised when the response has met all other requirements of the solicitation.

The Respondent’s technical response shall be packaged separately from its cost response or the response will be rejected.

If Respondent considers any portion of its technical response or cost response to be confidential, the Respondent shall submit a compact disc containing one copy of the signed, original response with the confidential information redacted. This compact disc shall be titled “Redacted Copy.”

B.33 Elaborate Responses

(14)

prepared in accordance with the instructions herein.

B.34 Instructions for Preparation of the Proposal

The instructions for this solicitation have been designed to help insure that all responses are reviewed and evaluated in a consistent manner, as well as to minimize costs and response time. ANY AND ALL INFORMATION SUBMITTED IN VARIANCE WITH THESE INSTRUCTIONS

MAY NOT BE REVIEWED OR EVALUATED. B.34.1 Technical Proposal Format

The technical response package shall be prepared by each Respondent utilizing 8.5” x 11” paper. Using the description of work outlined in Section B.18 above and Section C, Respondents shall prepare their technical response packages in the order outlined below, with the sections tabbed for ease of identification and review.

The Respondent’s technical proposal shall be packaged and sealed separately from its cost proposal. Failure of the Respondent to provide any of the information required in the technical response portion of the response package shall result in a score of zero for that element of the evaluation which will result in the response being deemed non-responsive and rejected. The technical proposal will consist of the following and follow the format listed:

• Tab 1 – Firm Qualifications

The Respondent shall describe their qualifications to deliver the products and services specified in FDLEs statement of work.

o Executive Overview

Include a synopsis of the proposal in such a way that it demonstrates an understanding of the Department’s requirements and a sound method of providing the required products and services.

o Company Profile

The purpose of this section is to provide the Department with a basis for determining the Respondent’s financial strength and experience for undertaking a project of this type or size. The Department is not interested in a voluminous description of all contracts. A concise but thorough description of relevant experience is desired.

 Respondents must include the following in their proposals:

 Financial Information - A corporate balance sheet and statement of income for the applicable legal entity(s) for each of the last three fiscal years must be provided.

 Date established - The Department requires that Respondents have been in business for at least five (5) years.

(15)

 Ownership (public company, partnership, subsidiary, privately held etc.);  Primary line of business;

 Total number of employees;

 Number of personnel engaged in activities relevant to this ITN. o Relevant Experience

Describes the firm’s prior experience on information technology projects similar to that described in this Request for Proposal. Respondent should include at least three and no more than five projects and limit descriptions to no more than two pages per project. Projects should have been worked in the last five (5) years.

o References See Section B.35.

o Project Approach and Methodology

The Respondent should explain the approach, methods, and techniques it proposes to use to accomplish the tasks in the Scope of Work outlining specific details as to how the work will be accomplished. Include a preliminary schedule for completion of the project.

o Key Staff

Respondents must provide the names and background information of key personnel that will be assigned to this project.

• Tab 2 – Proposed Solution

Respondent must describe their proposed solution and explain how it meets FDLE’s requirements.

o System Overview

Provide an overview of your ITSM solution and how it addresses the Department’s objectives and key business functions.

o ITSM Product

 Provide a description of the ITSM product and explain how it meets FDLE’s requirements.

(16)

 Describe the proposed approach for handling necessary configuration and customizations to the ITSM product to support the requirements without compromising the architecture or maintenance of the product.

 Describe how the System will scale to meet increases in transaction levels / work load.

 Provide a list of the hardware recommended for the proposed System. The Department will provide all hardware for the System.

 Provide a list of the software (other than the ITSM product) recommended for the proposed System. The Department will provide this software for the System.

o Information Security

 Describe how the proposed ITSM product meets FDLE’s information security requirements.

o Implementation & Training Services

 Describe the approach for completing requirements validation.

 Describe the activities that will be undertaken to deliver, install, configure, and test the proposed solution.

 Describe the activities that will be undertaken to deliver documentation deliverables (such as the system architecture, project management plan, test plan, and server configuration instructions).

 Describe the proposed testing approach and methodology for this project.  Describe the proposed training approach and methodology for this project.  Describe the system administration and user documentation that will be

provided.

o Maintenance and Technical Support Services

 Describe the proposed maintenance support services for the ITSM product. • Tab 3 – Attachments

Proposal responses to this RFP must include the following documents and certifications: o Reference Form (Attachment A)

(17)

o Drug-Free Workplace Certification (Attachment C)

o Disclosure Statement/Conflict of Interest Disclosure (Attachment D) o List of Subcontractors (Attachment J)

o CMBE Certification; if applicable. Attach a copy of your Certified Minority Business Enterprise (CMBE) Certification; if certified with the Florida Department of Management Services.

o Respondent’s Standard Agreements, License Agreements, Warranty documentation or other agreements typically used in business transactions.

B.34.2 Cost Response Submittal

Each Respondent shall use the forms provided as Attachment B, “Cost Response”, to provide rates for the services requested in this solicitation. The Respondent’s “Cost Response” shall be packaged and sealed separately from its Technical Response. Failure by the Respondent to submit the “Cost Response” sealed separately from the Technical Response shall result in the response being deemed non-responsive and therefore, the response will be rejected.

The rates provided shall include the cost of all things necessary to accomplish the services outlined in Section C and the Respondent’s response hereto, including, but not limited to Respondent’s furnishing the necessary personnel and, labor, supplies, equipment, services, insurance, MyFloridaMarketPlace transaction fees miscellaneous expenses and the application of all multiples (i.e. overhead, fringe benefits, etc.), travel and incidental expenses. Failure by

the Respondent to provide a cost on Attachment B shall result in the response being deemed non-responsive and therefore, the response will be rejected. Footnotes, notations, and exceptions made to Attachment B shall not be considered.

Failure to complete and submit Attachment B, “Cost Response”, will result in the response being deemed non-responsive and therefore, the response will be rejected.

B.35 Past Performance References

In the space provided on Attachment A, “Reference Form”, the Respondent must list all the names under which it has operated during the last five years from the issuance date of this solicitation. FDLE will review its records to identify all contracts that the Respondent has undertaken with FDLE, where the Respondent was the prime contractor, during this period. Also, in the spaces provided on Attachments A1-A3, the Respondent must provide the required information for a minimum of three separate and verifiable clients. The Respondent’s work for the clients listed must be for work similar in nature to that specified in this solicitation. Confidential clients shall not be included. Do not list FDLE as a client reference (as explained

below, if Respondent has performed work as a prime contractor of FDLE during the timeframe specified above, FDLE will be one of the two clients selected for contact).

The same client may not be listed for more than one reference (for example, if the Respondent has completed a project for the Florida Department of Transportation – District One and one project for the Florida Department of Transportation – District Two, only one of the projects may be listed because the client, the Florida Department of Transportation, is the same).

(18)

as Past Performance references under this solicitation.

In the event that the Respondent has had a name change since the time work was performed for a listed reference, the name under which the Respondent operated at the time the work was performed must be given at the end of the project description provided on Attachment A.

In the event that Respondents submit a response as a joint venture, at least one past performance client must be listed for each member of the joint venture. However, the total minimum number of clients to be listed remains three.

References should be available to be contacted during normal working hours. FDLE will choose, at its own discretion, two of the Respondent’s references to contact in order to complete an evaluation questionnaire as provided in Attachment E. In the event that the Respondent has performed work as a prime contractor for FDLE within the timeframe specified above, FDLE shall attempt to contact one Department and one non-Department reference. In the event that the Respondent has not performed work as a prime contractor for FDLE within the timeframe specified above, FDLE shall attempt to contact two non-Department references.

FDLE will attempt to contact each selected reference by phone or email up to three times. In the event that the contact person cannot be reached following the specified number of attempts, the Respondent shall receive a score of zero for that reference evaluation. FDLE will not attempt to correct incorrectly supplied information and will not select a replacement for a non-responding reference.

Failure to provide the required information for a minimum of three separate and verifiable clients in the spaces provided on Attachments A1-A3 or failure to provide the required information for each reference shall result in the Respondent receiving a score of zero for the Past Performance section of the evaluation criteria.

B.36 Evaluation Criteria

1. General.

a. FDLE reserves the right to accept or reject any or all proposals received and reserves the right to make an award without further discussion of the responses submitted. b. Non-responsive proposals include, but are not limited to, those that:

- Are irregular or are not in conformance with the requirements and instructions contained herein;

- Fail to utilize or complete prescribed forms; or - Have improper or undated signatures

A NON-RESPONSIVE PROPOSAL WILL NOT BE CONSIDERED UNLESS, IN FDLE’S DISCRETION, THE DISCREPANCY DOES NOT PREVENT REVIEW OF THE RESPONSE BY FDLE AND CAN BE EASILY AND QUICKLEY REMEDIED.

c. Only responsible Respondents may be considered for award of a contract. A responsible Respondent means a Respondent who has the capability in all respects to

(19)

fully perform the contract requirements and the integrity and reliability that will assure good faith performance. In determining whether a Respondent is responsible, FDLE may consider any relevant and reliable information or evidence which comes to its attention and which reflects upon a Respondent’s capability to fully perform the contract requirements and/or the Respondent’s demonstration of the level of integrity and reliability which FDLE determines to be required to assure good faith performance of the Contract. Based upon such information or evidence, FDLE may deem the Respondent as responsible or non-responsible.

d. Presentations

The three (3) highest rated respondents (based on ratings of technical proposals) will be invited to participate in presentations. The Presentation portion of the evaluation process must be designed to be presented within a two (2) hour timeframe. Presentations will take place at FDLE headquarters in Tallahassee, Florida.

Respondents are limited to no more than four (4) individuals in attendance at the presentation.

1. ITSM Product

Demonstrate and describe the ITSM product, the advantages of this systems’ architecture, the proposed approach for handling necessary configuration and customizations, and how the system will scale to meet increases in transactions levels/work load.

2. Project Timeline / Implementation Schedule

Describe the timeline and plan to address all tasks associated with completing requirements validation, activities to be undertaken to deliver documentation deliverables, proposed testing approach and methodology, training approach and methodology and system administration and user documentation.

2. Scoring.

Each proposal will be reviewed by at least three evaluators who will independently score the proposal based on the criteria contained in Attachment F. The Issuing Office identified in Section B.2, will collect all of the completed evaluation scoring forms from the evaluators at the completion of the evaluation period, and will attempt to contact references via telephone to obtain the past performance reviews. The scores for the past performance reviews and the evaluators score sheets will be tabulated for inclusion on the summary score sheets for calculation of the total numerical rating. The Procurement Office will average the total point scores to convert to average rank, for each proposal for all evaluators. The Procurement Office shall present the average rankings to program area Division Director, or his or her designee, who will then determine the recommended contract award.

(20)

For example: Firm Raw Points Received Rank Company A 90 2 Company B 100 1 Company C 80 3.5* Company D 75 5 Company E 80 3.5*

*In the event that multiple Respondents have the same raw point score, the rank positions needed to cover those Respondents are averaged and each Respondent receives that rank. In this case the third and fourth ranks are tied so 3 + 4 = 7; 7 divided by 2 = 3.5. Each Respondent receives a rank of 3.5.

B.37 Award

FDLE will conduct a comprehensive, fair, and impartial evaluation of all proposals received in response to this RFP that are deemed to be responsive. An Evaluation Team will be established by FDLE and the team members will independently review the technical portion of the proposals of all responsive Proposers. The cost proposals will be sealed and held by FDLE’s Office of General Services/Contracts until the technical evaluation process is completed. In the event that FDLE finds it necessary to seek clarification of information submitted in Technical Proposals, FDLE may do so by submitting written questions to all or selected Proposers. The Proposers’ responses to these questions shall be submitted to FDLE in writing.

Members of the Evaluation Team will assign individual ratings to the Technical Proposals based upon information developed during the evaluation process. The Evaluation Team will then meet to discuss their individual ratings, make any changes to their individual ratings as may result from discussions, and then calculate final technical scores for each of the Technical Proposals.

Evaluation Team meeting is considered to be a public meeting and will be held on the date, time and location specified in the RFP TIMELINE.

Upon assignment of final scores for the Technical Proposals, the Contract Officer will open the sealed Cost Proposals. Scores from each Technical and Cost Proposal will be used to derive a single grand score for each Proposal. Based on the results of this evaluation process, the Evaluation Team will prepare a recommendation and present it to the Special Agent in Charge (SAC) of Information Technology Services (ITS). Upon completion of the review of the evaluations, scores, oral presentations, the Evaluation Team recommendation and pertinent supporting materials, the SAC will render a decision regarding the selection and proposed intended award. The SAC’s decision will be proposal determined in writing to be the most advantageous to the state, taking into consideration the price and other criteria set forth in this request for proposals. FDLE reserves the right to award any or all parts of the solicitation to a single or multiple Respondents.

A copy of the score tabulation(s) and FDLE’s intended award decision will be posted for seventy- two business hours on the VBS at the following website URL address: http://vbs.dms.state.fl.us/vbs/search.criteria_form.

(21)

A copy will also be available upon written request to the Office of General Services. Telephone requests will NOT be accepted. Each written request must contain a self-addressed, stamped envelope (unless an e-mail response is being requested) and must reference the solicitation title and number.

B.38 Identical Tie Responses

In the case of a tie between two or more Respondents, the Respondents with a certified Drug Free Workplace will be given preference.

In the event that all tied vendors submitted the Drug Free Workplace Certification, award shall be determined by using Rule 60A-1.011, F.A.C., Identical Evaluations of Responses.

B.39 Employment of FDLE Personnel

The Contractor shall not knowingly engage, on a full or part-time basis, any personnel who are in the employment of FDLE, without prior written approval of FDLE.

Further, the Contractor shall not knowingly engage any former employee of FDLE where such employment conflicts with the requirements of section 112.3185, Florida Statutes.

B.40 Respondent’s Responsibility

It is understood and the Respondent hereby agrees to be solely responsible for obtaining all materials and determining the best methods that will be utilized to meet the intent of the requirements of this solicitation.

B.41 Accessible Electronic Information Technology

Respondents submitting replies to this solicitation must provide electronic and information technology resources in complete compliance with the accessibility standards provided in Rule 60-8.002, F.A.C. These standards establish a minimum level of accessibility.

B.42 Definitions

• Florida Department of Law Enforcement (FDLE).

• Department Business Hours: Typically 8:00 A.M. through 5:00 P.M., Monday through Friday, during which time FDLE conducts routine business.

• Department Non-Business Hours: Typically holidays, weekends, and night time frames in which FDLE is closed to conducting routine business.

• Department Observed Holidays: The following holidays are currently observed by FDLE. If any of these holidays fall on a Saturday, the preceding Friday is observed. If any fall on a Sunday, the following Monday is observed.

(22)

 New Year’s Day  Martin Luther King Day  Memorial Day

 Independence Day  Labor Day

 Veteran’s Day

 Thanksgiving Day and the following day  Christmas Day

• Confidential Information: Information which is protected from disclosure as a public record by law including information which is named as “confidential” or “confidential and exempt” from disclosure as a public record under the Florida Statutes.

• Contract: A written agreement between FDLE and the Contractor, including all documents, exhibits and attachments specifying services to be performed or provided by the Contractor, billing rates for these services and the manner in which the Contractor shall be compensated for these services, executed by both the Contractor and FDLE.

• Contract Manager: The person designated by FDLE who is charged with monitoring a contract through the term of the Contract and who is specifically responsible for enforcing performance of the contract terms and conditions, and maintaining all financial information, i.e., payment history, payment method, payment tracking, etc. The Contract Manager serves as the liaison between FDLE and the Contractor regarding performance issues contained in the contract.

• Contractor: The person or entity that enters into a contract to sell commodities or contractual services to FDLE.

• Invoice: Contractors itemized document stating prices and quantities of goods and/or services delivered, and sent to FDLE for verification and payment.

• Respondent: The person or entity submitting a proposal in response to a Request for Proposal.

• Response: The offer extended to FDLE in response to a Request for Proposal.

• Responsive Bid: A bid submitted by a responsive and responsible vendor that conforms in all material respects to the solicitation.

• Responsible Vendor: A vendor who has the capability in all respects to fully perform the contract requirements and the integrity and reliability that will assure good faith performance.

• Responsive Vendor: A vendor that has submitted a bid, proposal, or reply that conforms in all material respects to the solicitation.

• Subcontractor: A person or entity contracting to perform part or another’s entire contract, upon Department approval.

(23)

• Vendor: A person or entity that sells or offers to sell commodities or contractual services. • Vendor Bid System (VBS): The system which allows all state agencies to advertise bids and

exceptional purchases on MyFlorida.com. It also permits registered vendors to receive automatic email notification of bid advertisements, addendums to bids, and exceptional purchases.

B.43 Strict Enforcement

(24)

SECTION C

Florida Department of Law Enforcement

Information Technology Services

Statement of Work

IT Service Management (ITSM) Software Product

and

Consulting Services

(25)

C.1 Overview

26 C.2 Acronyms / Definitions

27 C.3 FDLE Requirements

28 C.4 Contractor Responsibilities

33 C.5 Project Schedule

40 C.6 Compensation and Payment Provisions

40 C.7 FDLE Responsibilities

42 C.8 Facilities

44 C.9 Issue Management

44 C.10 Change Management

44 C.11 Maintenance and Support Services

46

(26)

C.1 Overview

C.1.1 Introduction

Florida Department of Law Enforcement’s (FDLE) Office of Information Technology Services (ITS) provides enterprise technology services critical to Florida’s law enforcement community within FDLE, to other law enforcement entities, and Florida’s citizens.

The Office of Information Technology Services (ITS) currently operates an on-premise IT Service Management (ITSM) product that was originally acquired in the late 1990s. That product (BMC Service Desk Express or SDE) has undergone a number of name changes over the years as part of company acquisitions. Maintenance support for BMC SDE was scheduled to end in 2015. After the sale of BMC to a financial group in Spring 2013, maintenance support is now scheduled to end in May 2014.

The BMC Service Desk Express (SDE) product is licensed for 60 concurrent users for approximately 159 ITS employees. ITS currently supports approximately 1829 FDLE employees (internal customers), 1300 state and federal law enforcement entities (external customers), and the public. Approximately half of the FDLE internal customers are headquartered within Tallahassee, FL. The remaining FDLE employees are located throughout 7 regions within Florida: Pensacola, Jacksonville, Ft. Myers, Miami, Orlando, Tampa, and Tallahassee. All ITS support staff is located within Tallahassee with the exception of approximately 11 second level analysts (approximately 1-2 second level analysts per region).

ITS operates a centralized 24 hours/7 days a week first level support Help Desk (known as the Customer Service Center or CSC). CSC receives requests for assistance by phone, email, and self-service (internal customers only) via the FDLE Intranet. Currently tickets are created by both manual input by CSC analysts and self-service (internal employees only). The Help Desk assigns tickets to second level support teams (network, server, programming, etc.). All second level analysts within the specified team are notified via email when a ticket is assigned to their team. The appropriate second level analyst within the specified team that will work on the ticket then retrieves the ticket from the queue and re-assigns the ticket to her/himself.

FDLE ITS plans to acquire a new IT Service Management product, services to help implement and operate the product, and maintenance services.

C.1.2 Objectives and Scope

The objectives of this project are:

• To acquire an ITSM suite that meets FDLE’s requirements,

• To obtain planning, configuration, implementation, production deployment services, • To obtain user training for FDLE’s Customer Support Center,

• To obtain system administration training for FDLE’s IT support staff, and • To establish a maintenance and technical support program for the ITSM suite.

(27)

C.1.3 Scope

The following elements are considered to be within the scope of this project: • ITSM software product

• System architecture diagram

• Business analysis assistance with regard to impact analysis, gap analysis and data analysis

• Workflow Analysis and Diagrams for Incident Management

• Assistance to develop the Incident Management configuration and implementation timeline

• Training on Incident Management for technical support team, help desk, and system administrator(s)

• Product installation, configuration and implementation

• Assistance with data integration activities including but not limited to testing, data scrubbing, interface build, and importation of Active Directory or flat file data.

• Documentation that meets FDLE standards and best practices (data dictionary, process flow diagrams, implementation specifications, etc.)

• Define, develop and produce automatic reports for Incident Management key performance indicators

• Define, develop and produce automatic customer notifications and surveys upon ticket closures

• Test plan that incorporates but is not limited to software testing, stress testing and user acceptance testing

Equipment and third-party software required to host and operate the ITSM software is

not in scope for this engagement. FDLE plans to acquire equipment and third-party

software through other suppliers.

C.1.4

Contract Type

The contract resulting from this Statement of Work will be firm fixed price. FDLE agrees to pay fees for Services performed by Contractor in accordance with the schedule of fixed fees included in the contract resulting from this Statement of Work. FDLE does not agree to pay attorney fees, late charges, service fees and/or costs of collection. Except as required by Section 215.422, Florida Statutes, or as otherwise required by law, FDLE shall not be liable for interest.

C.2 Acronyms / Definitions

C.2.1 Acronyms

The following acronyms are used throughout this Statement of Work: FDLE: Florida Department of Law Enforcement

ITS: Office of Information Technology Services CSC: Customer Support Center

ITSM: Information Technology Service Management BSE: Business Systems Engineering

SME: Subject Matter Expert

(28)

C.2.2 Definitions

The following terms and definitions are used in this Statement of Work:

Information Technology Service Management (ITSM) tools: A software suite of tools which enables an enterprise to manage their customer support center/help desk, incidents, problems, request for changes, service requests, assets, service level agreements, etc.

The tools include, but are not restricted to:

Incident Management The processes of documenting an incident and resolving the incident and restoring

functionality as quickly as possible. Knowledge Management Helps to channel raw data into meaningful

information and provides the CSC with tools to continually improve customer Satisfaction. Asset Management A process for monitoring IT assets. Records

include the purchase price, purchase date, customer name, property tag, serial number, business unit and location.

Service Level Management (SLM) The process of defining, agreeing, documenting and managing the levels of service that are required and are cost justified. Service Request A request from a user for support, delivery,

information, advice or documentation, which is not related to a failure in the IT infrastructure. Problem Management Process that minimizes the effect on

Customers of defects in services and within the infrastructure, human errors and external events.

Change Management Process of controlling Changes to the infrastructure or any aspect of services, in a controlled manner, enabling approved Changes with minimum disruption.

Service Level Management Written agreement between a service provider and the Customer(s) that documents agreed service levels for a service.

C.3 FDLE Requirements

C.3.1 The Information Technology Services (ITS) seeks an on-premise ITSM solution which shall increase ITS efficiency and include flexibility in usage, access, customization, and reporting. The solution shall incorporate full-function, integrated ITIL framework.

The IT Service Management (ITSM) solution shall include the following critical success factors. Please see Section 3.3 FDLE Requirements Processes and Functions for a complete list of requirements:

(29)

• Must retain all current workflow capabilities as defined in Appendix A – Work Load Statistics.

• FDLE requires a commercial ITSM solution that contains the following processes and functions within an ITSM solution:

o Incident Management o Self-Service Management o Asset Management o Knowledge Management o Problem Management o Change Management, and o Service Level Management.

FDLE plans to implement ITIL processes in phases. The proposed solution must configure and implement processes and functions specified in C.3.3 FDLE Requirements Processes and Functions Phase 1. Those processes and functions specified as “TBD” in C,3.3 FDLE Requirements Processes and Functions will not be in the scope of Phase 1.

C.3.2 FDLE requires an ITSM solution that can utilize strategic partners for implementation and configuration.

Server Administrator

Application Administrator Sub-Administrator (SME) Vendor Responsibility BSE Responsibility

Server Patches Patches/Software Upgrades Create Management Reports

Software Upgrades Customization of Forms Enter/Maintain Customers Customization of work flow for automated

tasks such as surveys, template routing, email notifications on closures, alerts.

Maintain Categories Establish (create original) permissions for

customers/support staff/groups

Coordinates Vendor during establishing permissions & knowledge transfer

Maintain Support Staff & Groups

All programming or work flow support issues.

All “check box” support issues.

Software duties during implementation Coordinates Vendor with Software implementation & knowledge transfer

Assists vendor with Knowledge Transfer (training)

Planning Coordinates Vendor during planning

Assists vendor during planning sessions. Server team assist vendor with Integration

(Exchange, AD)

BSE coordinates vendor with Integration (flat files)

Test Environment Cases

Executes test cases Coordinates creation of test cases between SME & vendor

Database Work (example: installations, upgrades, patches)

Database group assist vendor with database integration (flat files)

C.3.3 FDLE requires a commercial ITSM solution that utilizes ITIL methodology and all processes and functions described in the table below must be included in the product, but those processes and functions specified as “TBD” or “Phase II” will not be configured in Phase 1.

(30)

Processes and Functions

Phase

Incident Management Phase I

Automated Manager Alert on Status of Outstanding Ticket Phase I Time spent/Time to Resolve field required Phase I Internal Customer User ID creation by import or dynamic link from Active

REQUEST FOR PROPOSALS (RFP) for. IT Service Management (ITSM) Software Product and Consulting Services RFP NO: RFP 1428