6321 - Implementation of Cherwell IT Service Manager Software, 3.Statement of Work/ SpecificationsRFP # 6321
Scope of Work/Technical Specifications
Implementation of Cherwell IT Service Manager Software
EXHIBIT 3
RFP # 6321 – Exhibit 3 Page 1 of 5
The scope of work shall be finalized upon the selection of the Firm. The respondent’s submission
shall have accurately described your understanding of the objectives and scope of the requested
products and services and provided an outline of your process to implement the requirements of the
Scope of Work and Services. It is anticipated that the scope of work will include, at a minimum,
the following:
Implementation Overview
The City plans to implement Cherwell Service Manager in an onsite configuration supporting up
to 15 concurrent Technology Services users. The City prefers to use the subscription model
instead of a perpetual license. This environment will be built in to the existing VMWare virtual
infrastructure. The City plans to support the client port internally to the corporate systems and
do not plan to extend it outside the City’s walls. The only exception to this would be the
integration of the Cherwell smart phone application for the support personnel.
City of Denton Information
Location: Denton, Texas
Employees: Approximately 1,400
Desktops Supported: Approximately 1,800
Technology Services Staff: 38
Desktop Support Staff: 8
Training Requirements
The City plans to send two employees to the Cherwell Administrators class in Colorado Springs
that will be responsible for the ongoing administration and configuration of Cherwell. To
prepare the internal Technology Services staff to use Cherwell on a daily basis, the City desires
to put together an internal training class that our administrators would teach. The City desires to
receive some assistance from our implementation partner to develop this internal training.
RFP # 6321
Scope of Work/Technical Specifications
Implementation of Cherwell IT Service Manager Software
EXHIBIT 3
RFP # 6321 – Exhibit 3 Page 2 of 5
Implementation Plan to cover the following areas:
The City is seeking an implementation plan that includes multiple phases, i.e.; system
installation, requirements gathering, system configuration, user acceptance testing, and Go Live
support. Below is a breakdown of the requirements, however, they are not limited to the
following categories:
Installation and Configuration of Core Components
Confirm and validate Microsoft SQL environment
Confirm and validate Cherwell Server environment
Confirm and validate Cherwell server software
Confirm and validate Cherwell browser server
Configure Cherwell software services
Configure Cherwell Auto-deploy
Test Cherwell software installation the core product components
Setup connectivity to Exchange email.
Configure Email Monitor to receive incoming e-mail
Email notification of assignment to relevant group or
Email notification to customers when required.
Configure integration with Active Directory to load employee/customer table.
Configure Cherwell Users (Technicians) logins for single sign-on.
Configure scheduler for scheduled processes
Configure Auto-deploy to install client software
Set up City of Denton users and applicable security.
Coach City of Denton resources on configuration and maintenance of security settings
including users, roles, teams, and security groups as identified in the design workshop.
Configure Cherwell to utilize SAML federated single sign-on authentication
Install certificates and keys in the Cherwell infrastructure
Requirements Design
Conduct Requirements Analysis and Solution Design Workshop
Lead interactive design workshops with City of Denton process teams to define the
Cherwell configuration specifications.
Define System wide process / form standardization requirements to support required
reporting.
Define data capture requirements, business rules, objects, searches, one-steps, security,
dashboards etc., to support processes
RFP # 6321
Scope of Work/Technical Specifications
Implementation of Cherwell IT Service Manager Software
EXHIBIT 3
RFP # 6321 – Exhibit 3 Page 3 of 5
Define integration approach with Active Directory, Cisco Call Manager and Microsoft
System Center Configuration Manager.
Creation of Solution Design Document
Incident Management & Service Request Fulfillment
Provide guidance to ensure the design and configuration is feasible and can be
accomplished within amount of time scoped
Configure support for priority driven Service Level Agreements (SLAs) for Response,
resolution, and escalations, including support for VIP SLAs
Configure Cherwell Forms, Relationships, Searches, One-steps, Specifics, routing, and
Business Rules according to the items communicated during the design sessions
Key Goals
Provide Ownership, monitoring, tracking, and communications
Submit incidents via: phone, email, and user portal
Automated Approval Routing
Establish SLAs based on department, job function, and category of request
Time to Completion of Service Goals
Reporting
Number of incidents opened, closed, and pending
Percent of incidents closed with automated responses against manual responses
Percent of incidents against SLAs
First Call Resolutions
Service Catalog & Self Service Portal
Configure system to support Incident and Service Request submission and ticket status
updates via the portal for internal customers.
Configure Service Catalog
Knowledge Management
Configure system to support knowledge management workflow from draft submission to
review, publication, and retirement.
Configure system for knowledge management integration with other Information
Technology Infrastruction Library (ITIL) processes.
RFP # 6321
Scope of Work/Technical Specifications
Implementation of Cherwell IT Service Manager Software
EXHIBIT 3
RFP # 6321 – Exhibit 3 Page 4 of 5
Configure up to five external knowledge sources.
Problem Management
Configure system to support Problem Management workflow, including the grouping of
Incidents sharing a common root cause.
Configure system to support publication of known errors to knowledgebase and self-
service portal.
Key Goals
Utilize Problem Management to coordinate communications and resolutions to
common incidents
Proactively identify problems and resolve before incidents occur.
Reporting
Number of Problems for a specified time period, or type.
Problem Resolution Time
Number of Unresolved Problems
Number of Incidents per known Problem.
Change Management
Implement Change Management with configurations identified in design sessions,
including risk assessment
Configure supporting business rules, approvals, workflows, and routing rules
Service Asset & Configuration Management
Configure system to support City of Denton common asset types (e.g., servers,
workstations, software, network devices, telephony equipment, printers, mobile devices).
Configure system business objects with integrated external data sources and update forms
to display data.
Schedule the import of configuration items (CI) from System Center Configuration
Manager
Customer Satisfaction Surveys
Installation of Survey Template mApp
RFP # 6321
Scope of Work/Technical Specifications
Implementation of Cherwell IT Service Manager Software
EXHIBIT 3
RFP # 6321 – Exhibit 3 Page 5 of 5
Configuration of Survey Template mApp
Configure up to 5 questions on 1 customer satisfaction survey
Configure business rules to send surveys upon closure of every ticket
Integrations with External Systems
Configure system to consume data from external systems via direct database connection,
web services, or email consumption.
Configure system to Open Cherwell when called by Cisco Call Manager (desktop
edition)
System Center Configuration Manager Integration
Setup of Cherwell smart phone application integration
Dashboards and Reporting
Configure dashboards and reports defined during the Design Sessions
User Acceptance Testing (UAT)
Provide UAT guidance to ensure that all functional areas are tested thoroughly.
Implement any necessary modifications to configurations based on the UAT feedback
and agreed specifications.
Go Live Support
Provide guidance to promote our testing/QA system to production.
Be available for early support of the system during the first week of Go Live.
Travel Expenses
Provide within your proposal, on Question #14 of the Business Overview Questionnaire
(Attachment A of the main RFP document), the estimated travel expenses related to the
scope of work, which should include, but not limited to, the following expenses:
transportation, lodging, meals, and sundries.
Clearly identify, on Item 4 of Exhibit 1- Pricing Sheet, how many days you propose to
work onsite versus remote for each phase of the project.