PUR1308/14

Request for Proposal

Request for Proposals

PUR1308/12

------------------------------------------------------------Provision of a Service Management Tool

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PUR1308/12

1.0 INTRODUCTIONThe European Bank for Reconstruction and Development (the "EBRD") is an international financial institution. The EBRD was established by treaty in 1990 to foster the transition towards open market oriented economies and to promote private and entrepreneurial initiatives in Central and Eastern Europe, the Baltic States and the Commonwealth of Independent States that are committed to and applying the principles of multiparty democracy, pluralism and market economics. The EBRD has 63 members (61 countries, the European Community and the European Investment Bank). Further information about the EBRD's roles and activities can be found on the EBRD's website: www.ebrd.com.

1.1 Definitions:

The terms ‘EBRD’ and ‘The Bank’ shall mean the European Bank for Reconstruction and Development.

The term ‘Supplier(s)’ shall mean a party that submits a proposal in accordance with this RFP.

The term “Tender” shall mean the process by which the Bank evaluates and selects a Supplier to provide the Services described herein.

The term ‘RFP’ shall mean Request for Proposal. The term ‘Proposal’ shall mean a combination of the documents defined in section 4.4

of this RFP. Specifically the Technical Proposal and the completed Quotation File.

2.0 PROJECT BACKGROUND

2.1 Background and ObjectivesThe EBRD has a requirement for an on premise or SaaS service management software tool (the “Tool”). The Tool is intended to provide a consolidated support delivery platform and support better alignment of its ITIL processes. It is the Bank’s intention to deploy the Tool for use at its London headquarters (and its 39 Resident Offices) by the Information Technology (“IT”) and the Human Resources (“HR”) departments.

The objective is to procure and implement an appropriate Tool that will assist with the introduction of best practice IT policies and process (e.g. ITIL) to the Bank. In outline, the selected Supplier will be required to:

supply the Tool to the Bank; provide expertise to assist with the installation and configuration of the Tool to the Bank’s

requirement; provide training to Bank staff in the configuration and operation of the Tool; provide professional services to migrate certain existing integration features into the Tool; and provide on-going support for the Tool.

The definition of the Tool and the the scope of requirements are explained in Annex B and Annex C.

3.0 EBRD CONTACT DETAILSYour sole contact for the purposes of the RFP is:

Darren Fox – Procurement ManagerCorporate Procurement UnitEBRDOne Exchange SquareLondonEC2A 2JNTelephone: 020 7338 7283Email: fox@ebrd.com

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4.0 DESCRIPTION OF THIS RFP

4.1 OverviewSuppliers wishing to participate in this Tender will be required to make a submission (the ‘Submission’) comprising of the following documents in accordance with the timetable outlined in section 4.2:

a technical proposal (the ‘Technical Proposal’) consisting of the Minimum Requirements Checklist (the ‘Checklist’), a technical response (the ‘Technical Response’) and the additional information (the ‘Additional Information’) defined in section 4.6.

a completed quotation file (the ‘Quotation File’).

The Bank will accept proposals based on either an on-premise deployment or as software as a service (SaaS). Suppliers who are able to provide the Tool via either deployment method may if they so choose make two Submissions which will be separately evaluated by the Bank. Suppliers may not combine the two deployment methods in a single Submission.

4.2 Timetable

Date or Target Date Activity

18/07/14 Publication of Request For Proposal (RFP) notice to EBRD website01/08/14 Deadline for requests for clarification08/08/14 EBRD response to requests for clarification15/08/14 Confirmation of Participation from Suppliers22/08/14 Deadline to submit proposals08/09/14 Demonstration/Presentation of Proposal at the EBRD (week commencing)01/10/14 Contract Award

The EBRD reserves the right to amend or change these dates at any time.

4.3 ClarificationsThe process for reception and resolution of queries shall be as follows:

suppliers will send queries by e-mail to the following address: foxd@ebrd.com; there will be one round of queries; the deadline for queries is shown in the timetable set out in section 4.2 of this RFP; the EBRD will circulate the responses to all queries to all participating Suppliers in accordance

with the timetable set out in section 4.2 of this RFP; and the clarification document will make no reference to which Supplier made any particular query.

4.4 Technical Proposal

4.4.1 Minimum RequirementsSuppliers wishing to participate in this Tender are required to complete the Checklist provided as Annex A to this RFP. Only those Suppliers capable of answering “yes” to all of the questions are eligible to participate. Suppliers that answer “no” to any question or that provide an incomplete will not be eligible for participation in this Tender.

4.4.2 Technical ResponseThe Technical Response shall be prepared with reference to Annex B – Background Requirements and shall be comprised of a written response to the questions contained in Annex C – Technical Response Guidelines.

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4.4.3 Additional InformationSuppliers shall provide a statement giving a brief history of their company, how it is organised, and how its available products and resources will be used to meet EBRD's requirements. The Supplier shall submit the following information.

The Supplier’s official name and address. The Supplier shall also indicate what type of entity it is — for example, a corporation or a partnership.

The name, address and telephone number of the person to receive correspondence, and who is authorised to make decisions or represent the Supplier. Please state his or her capacity within the company.

The total number of years the Supplier has been in business and, if applicable, the number of years under the present business name.

The number of years that the Supplier has been providing service management technology, including the date that the specific Tool product cited in the response to this RFP first became generally available, and the product’s lineage. That is, what prior major versions of the products have been available and what previous product generations or acquisitions contributed to the current flagship product’s capabilities.

How many customers are using the specific Tool product cited in the response in terms of: 1) number of licenses sold; and 2) number of unique companies using the Tool.

The Supplier shall provide a complete set of audited financial statements for the past three years. All financial statements should be prepared to generally accepted accounting principles.

The Supplier shall provide details of two customers for reference. References should be for customers with requirements similar to those of EBRD, who also combined the implementation of the Tool with an implementation of ITIL processes. References should include information about the contract (specific products in use, date of contract execution, "go live" date, support and maintenance and any services provided), as well as contact information for the client's project manager or other senior staff members familiar with the project.

4.4.5 Technical Proposal SubmissionResponses shall be submitted:

on a CD or a USB drive and in an original hard copy by courier in a sealed envelope clearly identified as “PUR1308/12 – Service Management Tool;

in an envelope clearly bearing the Suppliers’ name; and in accordance with the timetable set out in section 4.2 of this RFP.

4.5 Demonstration/PresentationIn addition to the Technical Response, Suppliers shall be required to make a presentation at the Bank’s London Headquarters. The presentation should last no more than 120 minutes and will cover the topics identified below. The presentations are currently scheduled for the week commencing 08/09/14 and an in-dicative agenda is provided below. A detailed agenda will be circulated to Suppliers in due course.

i) Introduction to the proposed Service Management Tool:

introduction of the key features of the Tool; demonstration of how the Tool will provide the requirements the Bank has described; Suppliers will be required to demonstrate how their product deals with a number of scenarios

which will be provided by the Bank at a later date; and key benefits of the product for EBRD.

ii) Overview of the Implementation process and product support:

outline and description of the implementation process; resources, timescales, risks and back out plan

detail the quality and experience of consultants to be used for the implementation; and detail how the product is supported.

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4.6 Quotation FileAll Suppliers are required to complete the applicable quotation file (the ‘Quotation file’) attached as Annex D of this RFP. Prices are to be quoted in GBP net of VAT. All of the cells in the Excel spreadsheet shaded in yellow must be completed by Suppliers.

4.6.1 Quotation File SubmissionThe Quotation File must be submitted:

shall on a CD or a USB drive and in an original hard copy by courier in a sealed envelope clearly identified as “PUR1308/12 – Service Management Tool - Quotation File”;

in an envelope clearly bearing the Suppliers’ name; and in accordance with the timetable set out in section 4.2 of this RFP.

4.6.2 Quotation File Validity Quotes submitted shall be valid for one hundred and twenty (120) days following date of receipt.

5.0 EVALUATION METHODOLOGY

5.1 Technical EvaluationTechnical Proposals will be evaluated by a nominated Tender Evaluation Panel (TEP) of Bank staff selected from operational departments who are directly involved with the services to be provided.

The TEP will assign one of the following scores to each element of the Suppliers’ Technical Responses. Where a Supplier fails to provide a complete answer to any of the questions provided in Annex C, they shall automatically receive a score of 0.

0: Does not meet requirement.1: Partially meets requirement.2: Fully meets requirement.3: Exceeds requirement and provides a degree of innovation that differentiates the product of those of other Suppliers.

Suppliers’ Technical Responses shall consist of answers to each of the numbered paragraphs in Annex C. The Bank has set a minimum threshold for passing the technical evaluation.

A Supplier will be deemed to have passed this threshold on meeting all of the following conditions:

meets all of the minimum requirements; a majority of the TEP score the Technical Response the requisite number of points or

higher; and the mean of the combined TEP scores reaches or exceeds 80% of the points.

Only those Suppliers whose Technical Proposal passes the minimum threshold will have their Quotation Files opened and evaluated.

5.2 Financial Evaluation Following the review of the Technical Proposals, the Quotation Files of those Suppliers who have passed the technical qualification threshold will be opened.

The Bank will calculate a total bid price (the “Total Bid Price”) for each Supplier based on the costing provided. The Bank reserves the right to include into the total bid price any costs it believes may be required to implement and/or operate the SMT. These shall include the following:

internal manpower (i.e. installation, maintenance, integration effort); hardware costs (purchase, support/maintenance, running costs); third party licenses (i.e. database licenses, operating system etc.); Replication at business continuity site if required.

5.3 Financial Errors

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Mathematical errors detected by the Bank in the submitted Quotation Files will be corrected in the following manner:

if there are errors in the mathematical extension of unit price items, the unit prices prevail and the mathematical extension is adjusted accordingly; and

if there are errors in the additional of lump sum prices or unit price extensions, the bid is not rejected but the total is corrected and the correct amount reflected in the total bid price.

5.4 Preferred SupplierThe Supplier proposing the lowest Total Bid Price will be nominated as the preferred supplier (the “Preferred Supplier”).

5.5 Checking of ReferencesThe Bank may contact the two references provided by the Preferred Supplier. The Bank reserves the right to speak to any company which has dealt with the Preferred Supplier, whether provided as a reference or not, without prior notification to the Supplier.

In the event that the Preferred Supplier’s references prove unsatisfactory, the Bank will consider the next highest scoring Supplier to be the Preferred Supplier and will repeat the procedure described above.

5.6 NegotiationsUpon satisfactory conclusion of the reference checking, the Bank will move to negotiate a contract with the Preferred Supplier. In the event that a satisfactory conclusion to the contract negotiations cannot be agreed the Bank may consider the next highest scoring Supplier to be the Preferred Supplier and will commence the procedure described above.

5.7 Right to RejectThe Bank reserves the right to accept or reject any RFP response, or part thereof, and to annul the RFP process and reject all RFP responses at any time prior to award of contract without incurring any liability to the affected parties.

6.0 CONTRACT

6.1 Status of the EBRDThe EBRD is an international organisation established by international treaty. As such, the EBRD possesses a special status under public international law which has been confirmed under English law through statute (Statutory Instrument 1991, No. 757, The European Bank for Reconstruction and Development (Immunities and Privileges) Order 1991), available at:

http://www.legislation.gov.uk/uksi/1991/757/contents/made.

Please also refer to the aforementioned establishment treaty of the Bank ("articles of incorporation") which lays out the immunities as found in Chapter VIII. These can be found at:

http://www.ebrd.com/pages/research/publications/institutional/basicdocs.shtml

The special status of the EBRD requires it to seek specific provisions relating to such status in all contracts with external suppliers and service providers. EBRD is unable to agree to terms that expressly contradict its special status and internal policies as an international organisation.

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6.2 Contract NegotiationIn respect of any software purchase arising out of the Tender and subject to the Bank’s status, see section 6.1, the Preferred Supplier’s standard license terms shall be used. In respect of any services, the Bank’s standard contract for services shall form the basis of any contract that may ensue. EBRD reserves the right to subject each Proposal to final negotiations.

7.0 GENERAL TERMS AND CONDITIONS OF THIS RFP

7.1 AmendmentEBRD reserves the right to negotiate any or all terms and conditions, and to cancel, amend or resubmit this RFP in part or entirely at any time. None of the terms and conditions of this RFP can be revoked or amended in any way by Suppliers without the prior written agreement of EBRD.

7.2 Supplier CostsEBRD is not responsible for any Supplier costs associated with this RFP, Supplier responses or any contract discussions or negotiations. Nor is EBRD responsible for any indirectly related costs. No statement by EBRD should be viewed as a request by EBRD or justification for Suppliers to increase or change inventory, staff, facilities, business relationships with its suppliers, or internal business processes. All actions by Suppliers in response to this RFP or subsequent discussions or negotiations should be taken with the clear understanding that neither this RFP nor subsequent actions or omissions by EBRD obligate or commit EBRD to pay or reimburse Suppliers for any costs or expenses they incur. This RFP is not an offer to enter into a contract.

7.3 Professional CompetenceSuppliers shall absolutely rely on their own professional competence in evaluating and verifying the information contained in this RFP. Suppliers must take every opportunity to inspect and verify the information contained or referred to in this document or subsequent to it, subject to the confidentiality restrictions as detailed in section 7.6 of this RFP.

7.4 Intellectual Property The information contained in this RFP will remain EBRD’s intellectual property. Suppliers are granted a limited, revocable license to use the same for the purpose of responding to the RFP. By submitting a response to the RFP Suppliers grant EBRD a royalty free, irrevocable license to use the intellectual property in the proposal for its internal business purposes in relation to the procurement of the services required.

7.5 Sole ResponseSubmission of a response as part of this process shall be deemed to be the Suppliers’ only offer(s).

7.6 ConfidentialitySuppliers shall treat the RFP and EBRD's process of evaluating Suppliers as strictly private and confidential. The contents of this RFP, including specification, designs, drawings or other related documents shall be considered confidential and shall not be disclosed by the Supplier, the Supplier’s servants or agents to any persons, firm or corporation without the prior written consent of EBRD. Any such specifications, designs, drawings or other documents shall remain the property of EBRD and shall be returnable to EBRD within five (5) days of the Supplier receiving either, notification that it has been unsuccessful, or on written request from EBRD.

7.7 EBRD Logo ProtectionPlease be advised that EBRD logo is a registered service mark and as such should not be reproduced without the express written permission of the Bank.

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7.8 GeneralIncomplete or inadequate responses, lack of response to an item or items, or misrepresentation in responding to this documentation may result in rejection of a Supplier’s Proposal.

After receipt of the RFP and until the award of any contract, neither information relating to the examination, clarification, evaluation and comparison of the submissions nor recommendations concerning the award of a contract shall be disclosed to the Supplier, or to any other outside parties, until the RFP process has been concluded and a contract awarded.

Any effort by a Supplier to influence EBRD in the process of examination, evaluation and comparison of the RFP, or in decisions regarding the award of a contract, shall result in the rejection of the Supplier’s Proposal.

Ownership of documentation or other information submitted in the RFP will become the property of EBRD unless otherwise requested at the time of submission. Any materials submitted in response to the RFP, which are considered to be confidential, should be clearly marked as such by the Supplier.

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Annex A- Minimum Requirements

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Annex B – Background Requirements

1.1 The Bank has offices in multiple locations connected via a wide area network, please see below. The Bank requires a single instance of the Tool that would be accessible in all of these locations. The Bank also has business continuity provision for use in the event that the Headquarters is unavailable.

Headquarters located in London. Resident Offices located in: Astana, Ankara, Amman, Ashgabat, Almaty, Belgrade,

Baku, Bratislava, Bishkek, Brussels, Budapest, Bucharest, Cairo, Casablanca, Dushanbe, Ekaterinburg, Istanbul, Gaziantep, Kiev, Chisinau, Krasnoyarsk, Moscow, Minsk, Podgorica, Pristina, Rostov, Sarajevo, Skopje, Samara, Sofia, St. Petersburg, Tbilisi, Tirana, Tunisia, Ulaanbaatar, Vilnius, Vladivostok, Warsaw, Yekaterinburg, Yerevan and Zagreb. It is expected that deployment to these offices will be via the HQ network. The Bank has an established IP based connection from the Resident Offices to HQ.

1.2 The Bank expect the Tool to be used by the following:

Dedicated users (who will use the Tool on a daily basis) 45

Concurrent users (who will be required to be logged into Tool at any given time. This is in addition to dedicated users above)

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Portal users (business users who require intermittent access to the Tool via self-service). 2560

1.3 The Bank requires that the Tool be scalable for potential increases in dedicated, concurrent and portal users.

1.4 The Bank intends to use the Tool to support the following activities:

o Incident Management , Service Request and Problem Management which are to be utilised by the IT Service Desk and HR Helpdesk;

o Change Management;o Release Management;o Asset & Configuration Management; ando Staff Joiners, Leavers & Move processes.

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2. Current IT Infrastructure/Architecture

The Bank’s IT infrastructure is as follows:

Desktop environment: Microsoft Windows 7 (64 bit)/Office 2010 (32 bit)

Bank-wide Browser version: Microsoft Internet Explorer v9

Server OS: Microsoft Windows Server 2012 (64 bit);RedHat Enterprise Server v6

Email: Microsoft Exchange 2010

Database: Oracle Enterprise Database 11g (12c);Microsoft SQL Server 2008 (2012)

Storage System: NetApp (with OnTAP 8)

Server Hardware: HP Proliant 360/380 G8

Virtualisation Platform: VMWare ESXi 5.1 (5.5)

Mobile: Blackberry10 and Good Technology (e.g. Android , IOS and Windows 8)

Network: Cisco Layer 3 network infrastructure

Active Directory Active Directory 2008

SAP SAP ECC6 Enhancement pack 6

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ANNEX C – TECHNICAL RESPONSE GUIDELINES

Suppliers should provide a response to all points in their Technical Response with the following exceptions:

Suppliers proposing an on-premise solution should not answer questions in orange text; and Suppliers proposing a SaaS solution should not answer questions in green text.

1. TECHNICAL REQUIREMENTS

1.1 IntegrationSuppliers shall confirm that their products are compatible with the following technologies describing in each case the relevant methods of integration:

1.1.1 Java API integration capability to interface with other business enterprise applications.

1.1.2 Authentication and authorisation with Active Directory and single-sign-on capability.

1.1.3 Integrate with SAP (Module ECC6) and additional externally based HR systems.

1.1.4 Integrate with identity management platforms.

1.1.5 Integrate with MS Exchange Server 2010.

1.1.6 Mobile device's browser and/or Mobile Apps capability, as described in section 1.2.

1.1.7 API compatibility or data source access to enable access to data.

1.1.8 Integrate with market leading code versioning tools e.g., Visual Source Safe, Subversions, Serena (Dimensions), MKS, IBM and CA.

1.1.9 Integrate with collaboration unified communication platforms, e.g. Cisco Jabber, Microsoft Lync or Microsoft Yammer.

1.1.10 Integrate with Workplace Management systems, e.g., Accruent, Planon, Tririga and FM Systems

1.2 Mobile devices

1.2.1 The Bank requires that the Tool has the functionality for users to access the Tool by a mobile device to create, review, update and approved Service Requests, Incidents, Change Requests and Releases.

1.2.2 Suppliers are required to confirm the Tool is compatible with the mobile device platforms described within the table of section 2. and demonstrate how these requirements can be met.

1.2.3 The Bank requires this functionality to be available through both mobile device's browser and/or Mobile Applications. Suppliers shall provide details of how this functionality is delivered.

1.3 Security

1.3.1 The Tool will be utilised by separate business areas e.g. IT and HR. The Tool must therefore cater for security of sensitive data as well as have the ability to allocate role based security levels.

1.3.3 For Suppliers proposing a SaaS based Tool only. Please detail the how the data is managed and the physical and environmental security arrangements to be utilised, in particular the physical location of a SaaS service.

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1.4 Service ContinuityThe Bank requires that the Tool both be resilient at the primary site and available in the event of a business continuity event when the primary site is unavailable.

1.4.1 For on-premise - The Supplier must provide an overview on how resilience is achieved while identifying technical requirements, licences etc. required supporting the Bank’s processes within a business continuity scenario.

1.4.2 For SaaS – The Supplier must provide an overview of how this resilience will be achieved and provide an overview of its business continuity infrastructure, planning and testing procedures.

2. MAINTENANCE AND SUPPORT

2.1 For an on-premise tool only. The Bank requires that the tool have a well-defined and supported upgrade/patching release policy providing deployment flexibility to the Bank. At a minimum Suppliers shall provide the following information :

the date of the most recent major release; the planned date of the next major release; the frequency of major releases; how many major releases back does the Supplier provide support for if the cost of upgrading to the next major version included in the Support costs

provided in the Quotation File; the quality assurance/testing processes to be followed; and how upgrades are supported.

2.2 For a SaaS tool only. The Bank requires that the tool have a well-defined and supported upgrade/patching release policy requiring a minimum amount of downtime. At a minimum Suppliers shall provide the following information :

the date of the most recent major release; the planned date of the next major release; the frequency of major releases; the quality assurance/testing processes to be followed how are upgrades supported? frequency of planned outages; notice given to customers in respect of planned outages; and the ability for customers to challenge the timing of planned outages.

2.1 The Bank requires that the Tool have a well-defined product roadmap. The roadmap should detail:

commitment to product development; commitment to support and maintenance for old versions; and upgrade options;

2.2 The Bank requires that the Supplier maintain a user forum/network and/or are their alternative methods by which a customer may request specific changes or enhancements to be introduced to the Tool. The Supplier should detail whether these methods are available.

2.3 The Bank requires that the Supplier allow customers to take part in beta testing and contribute input during the development process. Suppliers shall provide details on how they meet this requirement

2.4 The Bank requires full technical support during UK office hours (09:00-17:00, Mon-Fri). The Supplier must provide the details of its support offering options and outline which option most closely matches this requirement. The Supplier shall identify whether any support will be

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provided by a third party and if so how this will be delivered in accordance with the Bank’s requirements.

2.5 The Bank requires that the Supplier have a well-defined and documented support process. Suppliers shall describe at an overview level the complete lifecycle of a support call – from the point the Bank initiates the call to its resolution, specifically indicating.

the method of call logging; standard SLAs; integration of SLAs into the call logging system; internal escalation procedures; external escalation procedures; remote support capability; and capability to provide onsite resources as requested (indicate time to attend site).

2.6 The Bank requires that Suppliers have appropriate Service Level Agreements (SLAs) for their support provision. Suppliers are requested to outline the appropriate SLAs for responding to a customer message, acknowledgement of error and resolution times.

2.7 The Bank requires that Suppliers provide compensation (e.g. service credits) in the event of unplanned outages and failure to comply with their SLAs. Please provide details.

2.8 For providers of SaaS solutions only. At the end of the contract the Bank may require assistance migrating the data and configuration held in the tool. Suppliers shall detail the termination assistance which they offer.

3. IMPLEMENTATIONIn addition to the Tool, the Bank requires professional services to assist with the configuration of the product for its specific use. Suppliers shall provide the information described below.

3.1 The proposed approach and high-level implementation plan to deploy the proposed Tool. This should include a proposed methodology and project governance.

3.2 A description of the Suppliers’ proposed deployment model.

3.3 CVs of the project team which the Supplier is proposing to deliver the implementation, identifying their experience of implementation of (e.g. a “lead” consultant), their contract status (permanent or subcontracted staff), and their length of time with the Supplier.

3.4 Project plans, work plans and team assignment, detailing key milestones.

3.5 The Bank is currently using Visual QSM service management portal v7.40.05 as their service management tool. All IT asset information is recorded and maintained within QSM and the Bank will require this data be migrated to the new Tool. Suppliers are requested to describe the migration process that would be used during deployment and in the event of a back out situation.

3.6 Suppliers shall describe any commitments that would be made to address a situation where a key member of the Supplier’s implementation team unexpectedly became unavailable and an outline of the capacity to draw on resources when necessary from other areas of the Supplier’s organisation.

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4.0 USAGE CASESFor each of the following usage cases, the Supplier shall demonstrate how the Tool can most effectively be deployed to meet the Banks requirements. Suppliers shall include as a minimum:

step-by-step descriptions of processes including screenshots indicating where appropriate the number of “clicks” required;

a high-level description of the development effort required highlighting where customisation of the base-product is required; and

In addition, Suppliers shall be prepared to upon the Bank’s request provide a live demonstration of each Usage Case as part of its presentation at the Bank.

4.1 New Joiners/Leavers/Movers Cross Department Process

4.1.1 The Bank intends to use the Tool to facilitate a process to manage new joiners, leavers and users moving within the organisation. The Supplier shall demonstrate how the Tool can generate specific forms for New Joiners, Leavers and Staff Moves. The Tool’s forms must have the ability to auto-populate user information from Active Directory, contain mandatory fields and identify possible clashes with data captured from SAP or Active Directory, e.g. two users with same desk location or user ID. It would be very useful if the Tool has the ability to stop the action of a task, before a specified date, e.g. not action a request to remove a Leaver’s PC until a specified date.

4.1.2 The Bank requires the Tool to generate tasks to multiple teams/users in different business units, each of them responsible for different elements of the process. For the purposes of this usage case the Supplier shall demonstrate how the Tool would be used to achieve the following tasks:

Task - New Joiner TeamCreate new joiner request Human Resource/ IT CoordinatorAssign a staff number Human Resource/ IT CoordinatorDefine role requirements Human Resource/ Line Manager/ / IT

CoordinatorAssign user IT assets Information TechnologyDesk allocation process AdministrationTelephone allocation process Telecoms

Task - Leaver TeamCreate Leaver request Human Resource / IT CoordinatorConfirm end date Human Resource/ IT CoordinatorIdentify user IT assets * Information TechnologyConfirm to leaver assets to be returned Human Resource/ Information Technology/

IT CoordinatorLeaver to return IT assets Information TechnologyConfirm receipt of IT assets Information TechnologyDesk reallocation process AdministrationTelephone reallocation process Telecoms

* denotes configuration items assigned to individual

Task - Staff Move TeamCreate staff move request Human Resource / IT CoordinatorConfirm relocation date Human Resource/ IT CoordinatorDefine role requirements Human Resource/ Line Manager /

IT CoordinatorIdentify assigned user IT assets */ access rights etc.

Information Technology

Confirm change and/or return of IT assets Information Technology

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Update new IT assets/ access assigned Information TechnologyDesk reallocation process AdministrationTelephone reallocation process Telecoms

* denotes configuration items assigned to individual

4.1.3 The Bank will require that the Tool actively monitors ongoing processes to ensure that all requests in the end to end process are completed by due date. Please demonstrate how the Tool would achieve this in reference to the above, as per 3.1 and 3.2. The Supplier is also requested to demonstrate how the process can be automated and display a rolling forecast view.

4.1.4 The Bank requires to be able to clearly identify from an Incident, Service Request or Problem record, all assets (e.g. hardware, software, mobile devices etc.) assigned to an individual.

4.1.5 The Bank will need to run reports on the following processes, and requires that reports also be available through a “dashboard”. Please demonstrate how the Tool will achieve these reports:

new joiner setups; leavers; staff moves; and IT hardware moves.

4.1.6 The Bank requires that the Tool be able to create new and amend existing forms, templates or workflows. Please demonstrate how to create a new form and then amend the form.

4.2 Service Desk/Support RequirementsThe Bank intends to use the Tool to record Incidents and Service Requests to support the Service Desk functions within the Information Technology and Human Resource departments. The Bank also intends to use the Tool to record Problems to support the Information Technology department’s problem management process.

4.2.1 The Bank requires the Tool to be able to differentiate all Incident, Service and Problem request based on the originating business unit. For the purposes of this usage case please demonstrate how the Tool facilitates this.

4.2.2 The Bank requires the Tool to have a 'quick logging' facility for repeat logging of incidents or service requests, so that a record can be created with minimum clicks. Please provide a demonstration based around a user requesting a password reset and include the number of “clicks” required.

4.2.3 The Bank will require an Incident record to be converted to a Change record without the need for re-entry of data. The Suppliers shall demonstrate how the Tool will can achieve this and include the number of “clicks” required.

4.2.4 The Bank requires that the Tool will automatically create an Incident or Service Request from receipt of an email, send confirmation of the Incident or Service Request record number to the Requestor and assign the record to the appropriate resolver group. Please demonstrate how the Tool will achieve this.

4.2.5 The Bank will require the Tool to send notifications to resolver groups or individuals when an Incident or Service Request is assigned to them. Please demonstrate how the Tool sends notifications and also how the resolver groups can view the status of an Incident or Service Request record without having to open each individual record.

4.2.6 The Bank will require the Tool to have the functionality to create and send an email directly from within the Incident, Service Request, and Change or Release records. This functionality should also allow access to pre-defined email templates. Please demonstrate how the Tool achieves this.

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4.2.7 The Bank requires the Tool to capture and maintain a full audit history for all Incident, Service Request, Problem, Change and Release records. This audit trail must include information pertaining to activities performed by individuals as well as time spent. The Supplier is requested to demonstrate this functionality.

4.2.8 Please demonstrate how the Tool is able to assign Requests to an appropriate resolver group based on the information entered. The Bank is particularly interested in seeing how the Tool can identify keywords and how it handles predefined categories.

4.2.9 The Bank requires the Tool to hold the status value for each stage of an Incident or Service Request record and generate notifications of status updates to pre-defined users, e.g. User or Service Desk Manager.

4.2.10 The Bank requires that the Tool allows for Incidents to be linked to a Change or Release. Please also demonstrate how the tool matches similar Incidents.

4.2.11 Please demonstrate the automated functionality within the Tool to support users. The Bank is specifically interested in the following areas:

the ability to search a knowledge base and recommend pre-defined fixes as a resolution to Incidents or Service Requests;

the ability to automatically populate a knowledge article into an incident; the ability to embed web links, images and objects into knowledge articles (e.g., screen

shots, etc.); spell checking for free-form text and entry fields; the ability to tailor the type of knowledge available based on the audience, i.e. IT users

or users of the self-service portal; version control of content within knowledge base; and metrics available on usage of knowledge base.

4.2.12 Please demonstrate how the Tool maintains a record of known errors and workarounds and how these can be assigned to specific Problems through the problem management process.

4.3 Asset & Configuration Management RequirementsThe Bank intends to use the Tool to record and manage Information Technology Assets & Configuration Management within the Information Technology Department. The Bank’s IT assets to be managed include PCs, printers, servers, network equipment, BlackBerry’s, fax machines and software. 

The Tool is expected to support the Information Technology Department in managing, tracking and protecting the integrity of assets through their lifecycle and maintaining accurate configuration information on the historical and current state of the services and infrastructure.

4.3.1 The Bank requires the Tool to have full asset management capability, with integration options to link with Microsoft SCCM and other Oracle based applications, e.g. SAP.  For the purposes of this usage case, the Supplier shall demonstrate how IT Asset information can be recorded and tracked and how the process can be automated i.e. how an external data source can update the Tool Asset data, either instantaneously or via an overnight process. 

4.3.2 The Bank also requires the Tool to have the capability for asset data entry via bar codes scanning, or similar technology. Also the Bank would expect that data can also be imported into the Tool via spreadsheets or other data formats.

4.3.3 The Bank requires the Tool to facilitate an automatic audit of assets and configuration items e.g. hardware and software on the Bank’s infrastructure. Please demonstrate how the Tool will assist in the auditing of the Information Technology environment prior to populating the Configuration Management Database.

4.3.4 The Bank requires the Tool to support similar configuration items with different model numbers and version numbers. Please demonstrate the functionality that supports this.

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4.3.5 The Bank requires the Tool to identify and display the relationships between all configuration items in a graphical format, allowing the relationships to be expanded and collapsed as required. The Tool must also have the ability to show the hierarchy of relationships between "parent" and "child" configuration items.

4.3.6 The Bank expects the Tool to have the capability to automatically update and record configuration item’s version number, following a change to a configuration item.

4.3.7 The Bank requires the Tool to provide the functionality for collecting and reporting inventory data and have the capability to compare collected inventory information with that stored in the Configuration Management Database. Please demonstrate how the Tool will gather this information and advise whether an additional discovery tool will be required. The Supplier should also advise whether the Tool has the ability to integrate with market leading discovery tools. If so, please advise which discovery tools these are.

4.3.8 The Bank requires the Tool to produce audit trail for all inventory items. Please demonstrate how the Tool will produce this output.

4.4 Change Management Requirements

4.4.1 The Bank intends to use the Tool to record and manage Change Requests to support the change management functions within the Information Technology Department. The Tool is expected to support the change management function in managing multiple change processes covering both infrastructure and application type changes.

4.4.2 The Bank requires the Tool to have the capability to manage a single Change Requests with multiple tasks where tasks can be closed independent of the parent change. For the purposes of this usage case, the Supplier shall demonstrate how the Tool will achieve this.

4.4.3 The Bank requires the Tool to support pre-defined Standard Change models, and expects the Tool to also have the flexibility to allow customisation and/or relabeling of Change forms or tabs. Please demonstrate these capabilities.

4.4.4 The Bank requires the Tool to hold the status value for each stage of a Change record and generate notifications of status updates to pre-defined users, e.g. Change Requestor, Change Manager etc.

4.4.5 The Bank expects the Tool’s functionality to have the ability to filter on screen views and report Changes by status, e.g. views of changes to be reviewed, changes awaiting approval, changes in progress, changes scheduled and Changes completed. Please demonstrate how this is achieved.

4.4.6 The Bank requires the Tool to have a Change Calendar, detailing all approved and non-approved changes. The approved and non-approved changes should be clearly differentiated. It is also required that from within the Change Calendar, clicking a Change Requests will open or view the Change record. Please demonstrate how the Tool will achieve this.

4.4.7 The Bank requires that the Tool’s Change Calendar maintains a view of the department’s maintenance, release and change freeze windows. The Supplier shall demonstrate how the Tool will create, update and distribute/disseminate such information.

4.4.8 The Bank expects the Tool to be able to automatically produce the forward schedule of changes (FSC) in an HTML format that can be published to a Web server. Please demonstrate how the Tool will do this.

4.4.9 The Bank requires the Tool to provide automatic notification of potential scheduling conflicts/clashes and/or conflicts with maintenance /freeze windows for Changes and Releases? The Supplier shall demonstrate how the Tool will distribute/disseminate this notification.

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4.4.10 The Bank requires that the Tool has the ability to calculate a risk and impact analysis of multiple Changes, and provide visual depictions of both upstream and downstream impact. The Supplier shall demonstrate how the Tool will depict such information.

4.4.11 The Bank requires that the Tool generate an alert/notification if approved Changes are not actioned during the planned implementation window. The Supplier shall demonstrate how the Tool will generate such alerts to the Change Manager and how the Tool handles rescheduling of approved Changes.

4.4.12 The Bank’s Change Management process requires the approval of Changes both by Information Technology users and business users. The Tool is required to automate approval workflows and route multiple approval requests to designated Approvers and record Approver responses. The Supplier shall demonstrate how the Tool will manage an automated approval workflow for Changes and demonstrate how Change Approvers will be notified of Changes requesting approval. The Suppliers shall also demonstrate how the Change Manager and/or designated individuals will be notified of approved or rejected Changes.

4.4.13 There will be occasions when a pre-defined Approver wishes to delegate this responsibility, perhaps during a period of absence. The Bank requires that the Tool is flexible enough to cater for this scenario. The Supplier shall demonstrate how the Tool will manage delegation of approval responsibility.

4.4.14 The Bank expects the Tool to be flexible enough to enable the automated approval process to either approve or rejected the Change Request based on the first response and/or to require unanimous approval from all designated Approvers. The Supplier shall demonstrate how the Tool will manage both these scenarios.

4.4.15 In the event of a record being closed accidentally, the Bank requires that the Tool’s functionality will allow a closed Incident, Service Request, Change or Release record to be reopened by designated individuals. The Supplier is requested to demonstrate how this is managed.

4.4.16 The Bank requires that the Tool allows cloning of Service Requests, Change, Release and Incident records. The Supplier shall demonstrate these areas of functionality.

4.5 Release Management Requirements

4.5.1 The Bank requires that the Tool allow multiple Changes to be combined into a single Release. For the purposes of this usage case, the Supplier shall demonstrate how the Tool will achieve this.

4.5.2 The Bank requires the Tool hold the status value for each stage of a Release record and generate notifications of status updates, by email to pre-defined users, e.g. Release Requestor, Change Manager etc.

4.5.3 The Bank requires that the Tool allows the linking of resources to a Release e.g. dedicated technical person. Please demonstrate how this is achieved.

4.5.4 The Bank requires the Tool to capture and manage business sign-offs throughout the development lifecycle for the design, testing and deployment phases of a Release. It is expected that the Tool will allow approval and/or business sign-off from business units. The Supplier shall demonstrate how the Tool will achieve this.

4.5.5 The Bank expects the Tool to have the capability to publish a Master Release Schedule. Please demonstrate how this is achieved.

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5 Reporting Requirements

5.1 The Bank requires the Tool to include real-time out of the box reporting via standard reports and standard centralised 'real time' dashboards which may be exported in other formats such as CSV or XLS. The Bank intends to utilise the out of the box reports for Incidents, Service Requests, Change & Release Management and Asset and Configuration Management. The Bank also wishes to be able to modify these reports as required. Please provide details of the standard reports for Incidents and Service Requests and show how these reports can be modified if required.

5.2 The Bank requires the Tool to have the ability to create ad hoc reports. Please demonstrate how this is achieved.

5.3 The Bank requires the Tool to have the ability to automate and schedule standard reports and/or dashboards, for distribution via email. Please demonstrate how the Tool will produce, schedule and distribute a report for all Open Changes > than 1 month.

5.4 The Bank requires the Tool to have the ability to drill down on any displayed record detailed in summary reports.

5.5 The Bank requires the Tool to allow customisation of individual dashboard views. Please demonstrate how the Tool will do this.

5.6 The Bank requires the Tool’s functionality to automatically report on breached Incidents and Service Requests etc. The Supplier shall demonstrate how the tool will achieve this.

5.7 The Bank requires the Tool to have API compatibility or data source access. Please demonstrate how the Bank can connect to the Tool data source and access/extract the data from the data tables.

5.8 The Bank requires the Tool to have the capability to report on self-service usage by user, location department, region, etc. and FAQs. The Supplier is requested to demonstrate how the Tool can support self-service reporting.

5.9 The Bank requires that the Tool produce exception reports following identification of changes to standard build, hardware and software etc. Please demonstrate how this is achieved by the Tool and advise if this can be achieved through the Tool or is achievable through an additional discovery tool. If an additional discovery tool is required, please provide associated costs.

6 Self Service Functional Requirements

6.2 The Bank expects the Tool to have the ability to allow business users to raise and monitor the status of Incidents and Service Requests via a self-service portal and mobile devices. The Tool is also required to automatically provide status updates to users at each stage of the incident or service request. Suppliers shall demonstrate how a business user will raise an incident via the self-service portal and mobile devices.

6.3 The Bank requires the Tool to generate automatic and ad-hoc requests for feedback and/or customer surveys, to a user following resolution of an Incident or Service Request. Please demonstrate how the Tool can be used for customer surveys and feedback requests.

6.4 The Bank requires the Tool to have the ability to be branded to the Bank’s own brand. Please provide screenshots demonstrating that specific branding is possible.

6.5 The Bank requires the Tool to have the ability to have a bulletin board which will allow the Bank to communicate hot topics, or planned outages etc. Please demonstrate how this will work within the Tool.

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Appendix 1 – Supplementary Information

Suppliers should note that their responses to the questions in this appendix will not be assessed as part of the Technical Evaluation. Some of this information will be used by the Bank in its calculation of the Suppliers’ Total Bid Price as defined in section 5.2 of the RFP.

a) The Supplier must identify the technical skills/training required to support both the implementation, the ongoing support and management of the Tool.

b) The Supplier should also outline the levels of training that are available for various roles e.g. tool administrator, general user, self-service portal user.

c) The Supplier must outline full technical requirements to deploy the Tool on the Bank’s infrastructure. This shall include full specification of the hardware required and details of any third-party software products that the Bank will be required to license.

d) Please detail what products your Tool supports its baseline architecture and all technical dependencies

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Annex D – Quotation File

Quotation File for on-premise:

Quotation File for SaaS:

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