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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.