MARION COUNTY
Information Technology
REQUEST FOR INFORMATION
Integrated IT Help Desk Client Management Software
Suite
DATE & TIME RESPONSES ARE DUE: January 2, 2015, at 2:00 PM
Envelope(s) shall be sealed and marked with Project Title.
Respondents must submit one (1) original and four (4) complete copies of their response
SUBMIT TO: Marion County Information Technology 555 Court Street NE Ste 4130
REQUEST FOR INFORMATION
Integrated IT Help Desk Client Management Software Suite
1.0 INTRODUCTION
Marion County Information Technology is requesting proposals from vendors to provide an on-premise Integrated IT Help Desk Client Management Software Suite.
MCIT currently has several dissimilar systems that do not integrate together and we desire an integrated Client Management Tool that can integrate the following:
• Application Inventory (CAI Custom Web application)
• Asset Inventory (BCP Custom MS Access application)
o Discoverable
o Non-Discoverable (Cellular Phones, etc.)
• Incident\ Change Management (Incident Monitor)
• Operating System Patching (WSUS)
• Software License Management (Custom MS Access application)
• Remote Control
• Reporting
• Service Catalog (Custom)
• Software Deployment (ZCM)
o Software packaging
• Software License Compliance (Needed) 2.0 OBJECTIVES:
The objective of this request is to obtain technical and cost proposals for a commercial-off-the-shelf (COTS) IT Client Management solution that will incorporate Desktop Client Management best practices and streamline MCIT Help Desk processes.
2.1 Current State:
Annual Ticket Count 10,000 # Service Desk Staff 8 # Assets in Inventory 15,000 Existing License Count 100 Number
Users\Customers
2,000
2.2 Technical\Software Requirements:
• Windows based or Browser-based client
• SQL Server 2014
• VMWare
• Active Directory Integration
• Novell GroupWise Integration
• Email to ticket conversion Option
• Ability to create different ticket templates
• Customizable Views, Roles and Rules
• Email notification to techs/customers/workgroups for life cycle of ticket
• Able to migrate existing data to the new software
• Multiple reporting options including automation of reports with option to auto email
• Understand what we have and where it is
• Automate IT processes
• Smart phone integration\Mobile application 2.3 Business Requirements:
This section will outline the business requirements for the replacement of the current Help Desk software. Functionality listed is categorized as either “Optional” or “Must Have” for the solution that is selected.
Requirement or Business Function Functional Requirement Description Requirement Type Priority
Asset Management • Track repair history
• Ability to tie an incident or request for change to assets
• Ability to customize assets by adding customized data attributes
• Ability to discover assets for inclusion into an Inventory with an approval process
• Asset lifecycle management
• Leased asset management tracking
• Ability to track asset location
• Ability to link assets together
• Ability to link assets to people
Must Have High
Asset Management • Bar code compatibility with smart phone
• Ability to map asset location
• Reverse lookup of asset ID by name
Optional Med
Auditing • Ability to audit who is adding, removing, or editing records
Must Have High
Auto Assignment • The ability to auto assign to a support group, or queue, based on product or a specific set of criteria (ability to customize)
• Escalation based on ticket categorizations
• Ability to set assignment rules by group or queue
• Various auto assignment criteria, such as; by queue, group,
organization, location, etc.
Automatic Escalation
• Escalation work flow for tickets that are not being addressed by staff in a timely manner
• Automated notification or escalation via reassignment to a higher tiered analyst or manager
Must Have Low
Bulk Import\Export of Data
• Groups, users, vendors and products may need to be imported on initial load and occasionally after
• Ability to export data
• Ability import data in CSV format
Must Have High
Bulk Update • Ability to change multiple CI items at the same time
Must Have High
Change Management
• Ability to create templates with discrete fields that are easily reportable
• Allows for the creation, addition, move, modification or removal of configuration items
• Approval work flow
• Ability to configure different types of change, for example, standard and non-standard change
• Ability to schedule change events
• Work flow based
• Ability to create task dependencies with assignments
• Ability to track time
Must Have High
Chat • Ability to chat via remote control tool
• Ability to log chat conversations
• Self-Help pop-up to get chat window
Optional Med
Client Manager • Feature that allows for remote control
• Ability to track\audit client changes
• Ability to log or create a change retention policy
Must Have High
CMDB • Tracking of Configuration Items (CIs) to include location, network,
interfaces, devices, software, etc.
• Also potential to track versions and release history
• Relationship models
• Accessibility via application and allows for central management of CIs
• Ability to track a budgeting element for Cis, cost or replacement cycle
• Ability to view all Assets in a single report
Customer Self-Service portal
• Ability to customize portal content
• Allows customers to create service tickets, purchase requests, and software installations
• Ability for customer to select service and they system determine
availability (e.g. software licensing)
Must Have High
Dashboard • Customizable graphical dashboard to give overview of stats such as
volume, aging, priority, etc
• System Indicators (associated incidents, problems, changes, and monitoring alerts)
• Interactive views that allow for real time ticket monitoring
• Ability to create a role based
dashboard, Customer or IT specific dashboards
Must Have High
Directory Services • Active Directory Integration
• Oracle Financials (FIMS) Optional
Must Have High
Discovery Tool • Ability to discover assets,
configuration items, and equipment on the network
• Ability to inventory non-discoverable assets, like Cellular Phones, iPads, etc.
• Should interact with CMDB
• Ability to capture information about the entire application infrastructure through discovery, including physical servers, network devices, virtual LANs, host configuration, deployed software components, application configuration, and host data used in the environment
Must Have High
Email Integration • Ability to send email via corporate Novell GroupWise system
• Email can automatically append or create a ticket based on Rule Based Email (RBE)
• Ability to communicate with users via ticket/incident and have replies captured in the ticket/incident
• Ability to access the native email system
• Email can be configured both independently from and to local network email Accepts attachments
Event Management • Event driven notifications trigger automatic tickets via web services, Application Programming Interface (API) or email
Must Have Low
Incident Management
• Manages incoming requests
• Easy creation of incidents via templates
• Manages service interruptions
• Distinguish between an Incident and Work Order
• Ability to track the number of related incidents to a specific asset
• End user portal that allows for self-service ticketing and tracking
• Ability to track time spent on ticket resolution
• Ability to search incidents\tickets
Must Have High
Integration with Applications
• Novell GroupWise Must Have High Intuitive User
Interface
• Intuitive Workflow from Incident to Task then back to Incident
• Ease of use for both end users and IT
Must Have High
Knowledge Base • Ability to use knowledge base to resolve a ticket
• Ticket resolution to create an entry into knowledge base
• Keyword searchable knowledge base with real-time updates
• Allows for real time knowledge access from within the application (from within a ticket)
• Web based public side - Public and private documents
• Ability to add key words for searching
• Ability to publish articles to public facing site
Must Have High
License Management
• Ability to track licenses for all software purchases
• Ability to track license utilization
• Application Metering
• Track software versions and downgrade rights
• Assign licenses to individual users
• Auditing installations against licenses owned
Must Have High
Mobility • Ability to view and update ticket via portable devices, including Android,
iPhone, BlackBerry, etc.
Multi-tenant • Allows for independent company and/or department configurations (IT, HR, etc.)
• Customizable permissions based on tenancy
• Auditing of multi-tenant environment for security
Must Have High
Notifications • Provide multiple methods of notifications including email, text messages, banners, and
announcements
• Ability to customize notification formats
• Ability to create distribution lists based on types of notifications and users impacted
• Ability to send notifications when SLA violations occur (email, page, text, etc.)
Must Have High
Solution Ownership • Full administrative control of databases
• On-premise solution
• Data portability required
• Perpetual license
Must Have High
Problem Management
• Easy creation of problem management tickets
• Ability to link and report on recurring incidents and underlying problems
• Ability to link to Event Management
Optional Med
Reporting Services • Stock and custom reporting; aging, volumes, change, problem, incident, reoccurring problems, etc.
• Easy interface for report building
• Ability to integrate with SSRS
• Must have a stable reporting and analytics module with the ability to select unlimited records
Must Have High
Security • Automated authentication; LDAP integration
• Customization of authorization (i.e. Cross tenant access, ticket
reassignment, etc.)
• Customizable permissions and roles
• Ability to log change and enforce records retention policy
Must Have High
Agreement / Operational Level Agreement
• OLA - Operational Level Agreements
• Key Performance Indicators built out for escalation
Software
Deployment and Packaging
• Ability to deploy packaged software
• Patch
• Remove installed software
• Ability to track image updates, software upgrades, etc.
• Track the differences and/or details with regard to the changes/updates
• Ability to package software for deployment
• Inventory packaged software
• Ability to reconcile installations with licenses owned
Must Have High
Surveys • Feature that contacts end users for feedback about service experience
Must Have High
Task Management • Ability to use single incident to create multiple individual and/or group tasks
• Sequencing of tasks and a task overview
Must Have High
Template Building • Customizable templates/workflows
• Feature that allows for the creation and resolution of prepopulated tickets
Must Have High
Training • Vendor must provide initial end user and system administrator training
• Vendor must provide training
materials / videos that MCIT can use to train its own staff
Must Have High
Test Environment • Ability to make a copy of production system into a test system for testing, changes, and production deployment testing.
Must Have High
Web Self Service • Customizable templates
• Ability for users to enter their own non urgent requests
• Ability for users to add attachments
• Ability to link to public and intranet web pages for self-help
Must Have High
Work Order • Ability to track orders to handle installs, moves, adds and changes
• Ability to track a purchase work flow
• Ability to track expenses against work orders
• Ability to track time and materials against work orders
3.0 VENDOR RESPONSE REQUIREMENTS
Interested responders should provide the following information:
3.1 Cover Letter:
a) A cover letter on the Respondent’s letterhead. The cover letter should designate the individual who will be the Respondent’s primary contact for all communications regarding its response. Provide the individual’s Name, Title, Company, Mailing Address, E-mail Address, and Telephone Number.
b) Demonstrated specific experience.
c) List technologies/products/solution available to meet the County’s requirements.
3.2 Business Information:
a) Include the length of time your company has been in operation.
b) Indicate the number of similar projects you have completed on the solution you are proposing.
c) Indicate any experience with Public Sector clients.
d) Indicate how long the specific options you are proposing have been on the market or how long a similar solution you have developed has been in use by a similar customer.
e) Provide three references that are current customers using the proposed option or are using similar solutions you have developed using the technologies described, including the name and phone number of contact person.
3.3 Cost Estimate:
Provide your best estimate on what your proposed option would cost the County. If possible break out the costs separately of the option(s) proposed.
3.4 Technical Requirements:
Provide clear technical requirements that the County may need in order to use the solution.
3.5 Functionality:
Indicate how the proposed option would meet the needs of the County. Include:
a) Describe and identify any provided proprietary components or plans to include proprietary components in the proposed solution.
b) Infrastructure and Logistics. Indicate what infrastructure and logistic would be required to carry out the proposed option.
c) Provide any additional information that summarizes the capabilities, features, and desirability of your equipment such as brochures or general literature, which you believe will help the evaluation committee better understand your product.
A functionality demonstration may be requested of selected vendors based upon the information received from this RFI.
If a demonstration is requested, the demonstration will be conducted at a site where the proposed equipment is installed at a time and date to be mutually agreeable between the County project manager and the responder.
4.0 INSTRUCTION TO VENDORS
4.1 Anticipated Uses of this RFI:
The purpose of this RFI is for informational use only. The County anticipates conducting a two phase process for identifying potential beneficial use solutions and developing a budget decision package. In Phase 1, the County will review written responses received in response to this RFI to determine what options may be feasible. In Phase 2, the County will issue a RFP to find a solution or may choose to take no further action.
Responding to this RFI is not a condition for eligibility to respond to any subsequent RFP issued by the County. Further, submitting a response to this RFI does not create any rights or privileges with respect to any subsequently issued RFP.
4.2 Schedule:
The County reserves the right to modify this schedule at the County’s discretion. Proper notification of changes will be made to all interested parties.
RFI Release Date – Advertisement: December 17, 2014
Deadline for Questions: December 26, 2014, 4:30 PM Written Responses Due: January 2, 2015, 2:00 PM
4.3 Submission of Responses
One (1) original and four (4) copies (one of the copies must be unbound) of the vendor's response must be submitted by 2:00 p.m., January 2, 2015 to Marion County
Information Technology Department. The name and address of the responder should appear on the outside of the envelope. The outside lower left-hand corner should state the RFI title and number and the RFI due date and time.
Reponses shall be submitted as follows:
All responses to this request must be made between Marion County’s normal business hours of 8:00 AM and 5:00 PM. Proposals submitted by hand delivery, mail or couriers are to be delivered to:
Marion County Public Information Technology Attn: Gary Christofferson
555 Court St NE Ste 4130 Salem, OR 97301
Responses by facsimile or email will not be accepted.
4.4 Questions
All questions or requests for clarification regarding this RFI should be submitted in writing to Gary Christofferson at:[email protected]. Answers to all questions and any additional information the County may wish to communicate shall be posted on the Oregon Procurement Information Network System (ORPIN). Agency is not required to mail the RFI, its Addenda or Attachments. Notification of any
substantive clarifications provided in response to any question will be provided and published at the ORPIN web site below. For complete RFI documentation please go to the ORPIN web site: http://orpin.oregon.gov/open.dll/welcome and view Marion County Opportunity number C25102-IT HELP DESK CMS-14.
7.0 PUBLIC RECORDS
Respondents should be aware that any records they submit to the County shall become the property of the County and a public record, subject to public disclosure as provided under Oregon’s Public Records Law.
If it is necessary to submit trade secrets or other confidential information in order to comply with the terms and conditions of this RFI, Responders shall label any
information that it wishes to protect from disclosure to third parties as a trade secret under ORS 192.501(2) with the following: "This material constitutes a trade secret under ORS 192.501(2) and is not to be disclosed except as required by law." Each page containing the trade secret or other confidential information must be so marked.
The County shall take reasonable measures to hold in confidence all such labeled information, but shall not be liable for release of any information when required by law or court order to do so, whether pursuant to the Oregon Public Records Law or
otherwise and shall also be immune from liability for disclosure or release of information under the circumstances set out in ORS 646.473(3).
In submitting a response, each respondent agrees that the County may; (a) reveal any trade secret or other confidential materials contained in the proposal to City staff and to any outside consultant or third party who is hired by the County and (b) post the
response on the County’s intranet for purposes related to its evaluation. Furthermore, each proposer agrees to indemnify and hold harmless the County and each of its officers, employees, and agents from all costs, damages, and expenses incurred in connection with refusing to disclose any material that the respondent has designated as a trade secret and/or as confidential information. Any respondent that designates its entire response as a trade secret may be disqualified.
8.0 DISCLAIMER
