Filetype Excel XLSX | Posted on 07 Jul 2022 | 3 years ago
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208x Filetype XLSX File size 0.11 MB Source: events.educause.edu
Sheet 1: Technical
| Include in RFP | Requirement | Category |
| List supported browsers and browser versions. | Installation and Upgrade | |
| Y | Ability to restrict viewing of certain data fields based on login role | Installation and Upgrade |
| Ability for tasks to be assigned and managed sequentially or in parallel. | Installation and Upgrade | |
| Y | Ability for the tool to provide multitenancy technology to reach across business units, regions and languages with a single, unified solution | Installation and Upgrade |
| Ability for workflows to execute actions based on responses to approval requests based on business rules and roles. | Integration Requirements | |
| Ability for workflows to execute approval request actions in the system based on business rules and roles. | Integration Requirements | |
| Ability for workflows to execute task assignment actions in the system based on business rules and roles. | Integration Requirements | |
| Ability to assign a task directly to a individual. | Integration Requirements | |
| Y | Ability to assign a task to a group queue. | Integration Requirements |
| Ability to audit logs and report on user account activity, rights and privileges and changes made to the application | Integration Requirements | |
| Ability to author workflow templates by authorized users. | Integration Requirements | |
| Y | Ability to author workflows that take action based on any object or data element in the system. | Integration Requirements |
| Ability to automatically escalate an Incident or Service Request based on data associated with them (i.e. customer profile --Executives = VIP status). | Integration Requirements | |
| Ability to capture audit trails of access and changes made to the application | Integration Requirements | |
| Ability to configure account expiration information and session timeouts after a predetermined amount of inactivity | Integration Requirements | |
| Ability to customize workflows globally. | Integration Requirements | |
| Y | Ability to customize workflows per each service provider unit. (e.g. HR, IT, etc.) | Integration Requirements |
| Ability to edit and display workflows graphically. | Platform / Hosting | |
| Ability to edit workflow templates by authorized users. | Platform / Hosting | |
| Ability to facilitate secure and controlled access to the Configuration Management Database to navigate, modify and extract Incident related information. | Storage and Archiving | |
| Ability to integrate with third-party tools? | Storage and Archiving | |
| Ability to manually override workflows mid-stream. | Security | |
| Ability to provide workflow visualization to depict status of tickets. | Security | |
| Ability to send an ad hoc email to a predefined email distribution group if there is a major outage? | Security | |
| Ability to store all request related emails send or received by the system | Security | |
| Ability to support automatic assignment of a record by: • Categorization/Type • Status • Severity, SLA and/or Priority • Date and Time (Calendar Routing) • Agent/Analyst Skills |
Security | |
| Ability to support both functional and hierarchical escalation. | Security | |
| Ability to support encryption and SSL including encrypted authentication | Security | |
| Y | Ability to support single sign-on | Security |
| Ability to support Unicode and multiple language support | Security | |
| Access and permission to specific functions are based on roles to which customer and IT staff user ids are assigned. | Security | |
| Access rights for Service Desk, Incident Manager, etc. to ensure data integrity is maintained. | Security | |
| Activity is logged by user ID in audit trails. | Security | |
| Administrative activities (application modifications) are logged in audit log files. | Security | |
| All menu choices are configurable. | System Administration | |
| All such changes done in the Windows client should be available in the Web User | System Administration | |
| Application supports multi-threading. | System Administration | |
| Application upgrades preserve configurations made by DOT.Comm. | System Administration | |
| Audit log files can be exported as CSV or text files and viewed using standard Office tools, e.g. MS Excel. | System Administration | |
| Audit trail records are generated showing the history of modifications to incident, service request, a change records. | System Administration | |
| Automated and deterministic Root Cause Analysis RCA (versus probabilistic RCA) to reduce MTRS and increase operator efficiency. | System Administration | |
| Bulk operations can be applied to groups of service requests and incidents, such as escalation, re-assignment, or closure. | System Administration | |
| Can a technician acknowledge a service request assignment via email? | System Administration | |
| Y | Can a technician update the status of a request via mobile device(s)? Can they add comments? | System Administration |
| Can emails sent via the system be acknowledged via email and the history stored within the request? | System Administration | |
| Can the "Reply To" and "Sent From" email address of system generated emails be configured? | General | |
| Can the proposed solution be integrated with other Disaster Recovery applications? Please specify examples. | General | |
| Can we configure different levels of access for different needs? | General | |
| Can your solution automatically create an incident via an inbound email? If so, what are the requirements? | General | |
| Can your solution create a request via IVR? Update status with IVR? | General | |
| Capture comprehensive traffic data across the network for utilization and capacity planning. Reports should present this information hourly, daily and monthly. | General | |
| Y | Clearly identify if any of the solutions you are proposing rely on plug-ins, third party software. Do all the functional components exist within an integrated product suite sharing a unified user interface? | General |
| Y | Custom fields and validation rules can be added | General |
| Y | Customers can view their own service requests and incidents unless configured otherwise. | General |
| Database records can be manually transferred to and from other systems. | General | |
| Describe ability of the administration to globally control the user's home screen (functionality, etc.)+B24 | Workflow | |
| Describe ability to meet backup, restore, high-availability and disaster recovery requirements | Workflow | |
| Describe additional functionality that is planned for your solution. If any of the functionality is key to our solution, we will require a release schedule during our evaluation process. | Workflow | |
| Describe and list the levels of permission needed for security access. Access granted to outside vendors/agencies, field offices, users, approvers, administrators. | Workflow | |
| Describe any client applications that must be installed. What are the applets used for and what is their approximately footprint? | Workflow | |
| Y | Describe any hosting options you offer; hosted by vendor or third party. If applicable, explain how solution may be migrated from a hosted to in-house environment. Explain your recommended solution. | Workflow |
| Describe any issues with support agreements if an upgrade/update not performed? | Workflow | |
| Describe any software dependencies the recommended solution requires to operate | Workflow | |
| Describe any Web Service interfaces you offer from your tools. What percentage of overall functionality accesible via your API is also available via the Web Services interface? | Integration Requirements | |
| Describe features and functionality of the administrator of the proposed application | Integration Requirements | |
| Describe how a request, incident or problem would be handled when the work completion requires more than on IT Unit's participation either sequentially or in parallel. | Integration Requirements | |
| Describe how audit records are maintained, secured and archived within the system? | Integration Requirements | |
| Describe how content security is implemented. Explain how security rights are assigned and modified. Can we configure different levels of access for different needs? | Integration Requirements | |
| Y | Describe how customers input is incorporated into your next release upgrade? | Integration Requirements |
| Y | Describe how customization of your software affects product support/maintenance agreements | Integration Requirements |
| Describe how Moves, Adds and Changes are managed in the recommendation. | Platform / Hosting | |
| Y | Describe how software maintenance is applied (full product upgrade, partial product replacement, or patches) | Platform / Hosting |
| Y | Describe how the customer is notified of an upgrade/update? | Platform / Hosting |
| Describe how the tool manages and stores authentication for users. | Security | |
| Describe how tool can be used simultaneously by IT units with different customers, services and processes. Can they interact and share tickets and processes when necessary? Describe. | Security | |
| Describe how your recommendation operates in an N_Tier firewall environment? | Security | |
| Y | Describe how your recommendation provides security event logging? | Security |
| Describe how your solution can be integrated in a portal environment. | Security | |
| Describe how your solution can support Compassions Global geography (e.g. USA, Africa, Asia, etc) | Security | |
| Describe how your solution supports role based access control for application functions? | System Administration | |
| Describe how your solution would integrate. | System Administration | |
| Y | Describe measures taken to ensure the confidentiality of data stored at vendor sites, including any audit certifications achieved by vendor and practices regarding security incident management and data compromise/breach notification procedures | System Administration |
| Y | Describe out of the box types of access via multiple methods: a). Web, b). Email, c). Self service, d). Hand held devices. | System Administration |
| Y | Describe the ability of the solution to carry forward, to new releases, the modifications and customizations created within the supported elements of the package | Workflow |
| Y | Describe the ability to accept incoming alerts from other monitoring systems. (i.e. SCOM, SolarWinds, etc.) | Workflow |
| Describe the ability to encorporate application failover to a secondary system if there is an outage | Workflow | |
| Y | Describe the administration capabilities of the product — for example, database administration. User and group administration. Backup and recovery. Cache Management. Web Recovery. | Workflow |
| Y | Describe the application development tools, programming languages and application programming interfaces (APIs) that enable users to develop and customize their applications. | Workflow |
| Describe the architecture and languages or tools used for the development of your proposed solution. | Workflow | |
| Describe the capabilities for group creation and rights assignment, if any, for user groups, individual roles. | Workflow | |
| Describe the capabilities surrounding archived content. Can the user search, report, retrieve, etc. archived content directly? | Installation and Upgrade | |
| Describe the client platforms supported. Describe the operating systems supported. List minimum hardware requirements of both computer and any peripherals. | Installation and Upgrade | |
| Describe the communication ports and protocols your recommendation requires? | Installation and Upgrade | |
| Describe the delivery mechanism of an upgrade/update (CD, FTP)? | Installation and Upgrade | |
| Describe the different file formats your application allows for data import or export (delimited text, csv, xml) | Integration Requirements | |
| Describe the directory services you support including Lightweight Directory Access Protocol (LDAP) | Integration Requirements | |
| Describe the Identity Management Systems (IMS) the solution utilizes | Integration Requirements | |
| Describe the industry standards with which your product is compliant — for example, XML, WebDAV, SOAP, BPEL and JSR 170. | Integration Requirements | |
| Describe the operating systems supported | Integration Requirements | |
| Describe the process and/or migration tools available to load content from legacy systems | Integration Requirements | |
| Describe the process of adding customizable forms with a custom workflow | Integration Requirements | |
| Describe the proposed solution's ability to support enterprise application integration | Integration Requirements | |
| Describe the server platforms supported — for example, database management systems, server operating systems, Web servers and application servers (as well as versions) | Integration Requirements | |
| Describe the solutions support of CTI integration with PBX systems | Integration Requirements | |
| Describe the solutions support of CTI integration with VOIP systems. Can your solution automatically create an incident via an inbound phone number? Can voicemail or .wav files be attached to a request. | Integration Requirements | |
| Describe the system requirements for your application, database and other required server components | Integration Requirements | |
| Describe the technical requirements for importing and exporting content. Describe any challenges due to size, type of format, limited functionality, etc. | Integration Requirements | |
| Describe the use of message services (including version) and any proprietary extensions, specifically JMS, IBM MQ, Oracle AQ and Microsoft MSMQ | Integration Requirements | |
| Describe the use of web services to interface with the solution | Integration Requirements | |
| Describe the user configurable parts of your recommendation | Platform / Hosting | |
| Describe the user-configurable components for your solution | Platform / Hosting | |
| Describe the Workflow - Approval and Escalation functionality of the system. | Storage and Archiving | |
| Describe you solutions different hosting options [SAAS (dedicated hosting, Virtual Hosting,…), On Site Hosting] | Storage and Archiving | |
| Y | Describe your backup and recovery processes and tools. | Storage and Archiving |
| Describe your multiple language capabilities. Are the administrator modules as well as the user modules available in multiple languages? If so, please list. | Security | |
| Describe your recommendation method for data backup and restore? | Security | |
| Describe your recommendations standard schedule for new software version releases? | Security | |
| Describe your security practices regarding human resource controls (i.e. non-disclosure agreements, separation of duties, etc.) and data access, usage, and ownership. | Security | |
| Describe your system security strategy including virus protection. Unauthorized access. Service attacks. | Security | |
| Discovery and monitoring of VMware ESX virtual machines and the physical network connections that support them. | Security | |
| Does your recommendation support SNMP (simple network management protocol) traps? | Security | |
| Does your solution support acknowledgements via text messages? | Security | |
| Does your solution support IVR integration? Provide a summary of your capabilities. Can your solution create a request via IVR? Update status with IVR? | Security | |
| Does your solution support sending SMS text messages? Provide details. | Security | |
| Does your system support sending ad-hoc emails? Are the emails kept within the request history? | Security | |
| DOT.Comm can configure the fields in an incident/service request which are defined as mandatory. | System Administration | |
| DOT.Comm can control the entry/tab sequence of fields on each screen. | System Administration | |
| DOT.Comm can create templates for frequently logged calls and actions. | System Administration | |
| DOT.Comm can define time, money, and other constraints that escalated service requests for additional approval or priority. | System Administration | |
| End-to-end diagnosis of network faults. | System Administration | |
| Explain how security rights are assigned and modified. | System Administration | |
| Explain your solution's archiving strategy. Can data be archived in a separate database or portion of a database. (Relates to "expired" items that need to be retained for a certain amount of time. See Issue ID7) | System Administration | |
| Extended path visualization such as equal cost multipath visualization. | System Administration | |
| Failed login attempts are logged and used as the basis for lockout after a number of consecutive repeated failed attempts. | General | |
| For each logical component, please provide a description containing following information; name, purpose, technology, and any additional and relevant characteristics | General | |
| Has your solution been integrated with a). Lotus Notes? Provide details. b). Lotus Sametime? Provide details. c). Laserfiche? Provide details. d). Solarwinds? Provide details. | General | |
| Has your solution been integrated with Active Directory? Provide details. | General | |
| Has your solution been integrated with Instant Messenger? Provide details. | General | |
| Has your solution been integrated with Microsoft Outlook/Exchange? Provide details. | General | |
| Y | How does your solution notify power users of major events? Scrolling banner on main page? Global billboard? | General |
| If the email contains images (e.g., bmp, jpg or gif screen shots), can it be saved within the incident? If yes, provide details including where it's saved and how to open it, etc. | General | |
| Incidents and service requests can be associated to customers by name, department, or GL code. | Workflow | |
| Incidents and service requests can be automatically assigned to the correct group or individual based on criteria defined by DOT.Comm. | Workflow | |
| Incidents and service requests can be easily sorted and filtered based on a variety of customizable criteria including assignment, status, priority, age, customer, etc. | Workflow | |
| Integration with ERP applications? Please describe. | Workflow | |
| Interface as well, without the need for doing it separately for the Web UI. | Workflow | |
| Is historical/archived information purging supported? Explain. | Workflow | |
| Is your solution OLAP/ODBC compliant? | Workflow | |
| Y | IT staff can make private notes on incident/service request records which are not viewable by customers. | Workflow |
| IT staff can specify manually how much time they have spent on a service ticket. | Workflow | |
| IT staff can view all service requests and incidents unless configured otherwise. | Workflow | |
| Key incidents can be aligned with our environment, allowing SEHA to define relevant, service impacting events. | Workflow | |
| List minimum hardware requirements of both computer and any peripherals. | Workflow | |
| List supported browsers and browser versions. | Workflow | |
| Multiple configuration items can be associated with a single incident. | Workflow | |
| Multiple IT staff members can log time to the same service ticket at different billing rates. | ||
| Must not rely on proprietary hardware or software for operation. Describe supported OS and DB. | ||
| Must provide for on-screen, field level validation of data elements through referencing tables and databases, prompting the operator with a list of approved responses. | ||
| Must provide support for load balancing and support failovers through N-Tier architecture. Please describe. | Network fault, Availability and Performance Management | |
| Must allow end-users to personalize their interface. | Network fault, Availability and Performance Management | |
| Must allow users to create sophisticated or detailed maintenance tasks. | Network fault, Availability and Performance Management | |
| Must monitor a wide range of network protocols and devices. Monitored elements include LAN/WAN interfaces, MPLS routers, devices, etc. | Network fault, Availability and Performance Management | |
| Must notify the entry operator if an open problem already exists on the failed component being recorded or on a "higher level" component. Should also close all lower level tickets when higher level ticket is closed. Lower level tickets should include work log and instructions from higher level ticket. | Network fault, Availability and Performance Management | |
| Must operate in a high availability environment with scalability and fault tolerance. | Network fault, Availability and Performance Management | |
| Must provide comprehensive audit trail capabilities. | Network fault, Availability and Performance Management | |
| Must support field level encryption. | Network fault, Availability and Performance Management | |
| Online help for customers is integrated into the customer self-service portal. | Network fault, Availability and Performance Management | |
| Online help for IT staff is integrated into the application. | Network fault, Availability and Performance Management | |
| Out-of-the-box groupings for critical interfaces and nodes | Network fault, Availability and Performance Management | |
| Passwords used in application are encrypted. | Network fault, Availability and Performance Management | |
| Please describe your recommendations ability to control/enforce password complexity requirements (i.e. length, expiration, complexity, max failed attempts, etc.) | Network fault, Availability and Performance Management | |
| Please describe your security practices regarding secure application development. | OS, DB and Application Management | |
| Please provide any document and diagram describing logical architecture of application proposed. Please name all components such as workflow, transaction and reporting and interfaces between components. | OS, DB and Application Management | |
| Priorities can be automatically assigned based on criteria defined by DOT.Comm. | OS, DB and Application Management | |
| Privileges associated with roles are configurable by DOT.Comm | OS, DB and Application Management | |
| Problem records can be linked to CIs and incidents | OS, DB and Application Management | |
| Problems can be escalated after DOT.Comm defined thresholds have been reached. | OS, DB and Application Management | |
| Proposed Solution should dynamically and automatically discover and correlate event data that indicates infrastructure or service-impacting issues, and topology data that ties the IT infrastructure to the business services that rely on it. | OS, DB and Application Management | |
| Proposed Solution should apply advanced logic to determine the real cause of an incident, provide advice on the likely business impact, and make recommendations on how to prioritize remediation activities. | OS, DB and Application Management | |
| Proposed Solution should consolidate IT event management activities into a single operations bridge that reduces duplication of effort, allows quick identification of the causes of IT incidents, and decreases the time it takes to rectify IT issues. | Service Management | |
| Proposed Solution should provide a GUI service model which facilitates a complete and up-to-date picture of the managed environment including the relationships and dependencies between business services and IT infrastructure. | Service Management | |
| Y | Provide details on how tool enables confidential tickets to be segregated (e.g., for HIPAA requirements, FERPA requirements, etc.). | Service Management |
| Provides security controls for data protection; meets standards for regulatory requirements, such as HIPAA | ||
| SaaS: Describe connectivity options to vendor site. | ||
| Y | Saas: Describe how local processing can continue if network connectivity to the vendor site fails. | |
| Y | SaaS: Describe measures taken to ensure the confidentiality of data stored at vendor sites, including any audit certifications achieved by vendor. | |
| SaaS: Please describe your security practices regarding human resource controls (i.e. non-disclosure agreements, separation of duties, etc.) and data access, usage, and ownership. | ||
| SaaS: Please describe your security practices regarding security incident management and data compromise/breach notification procedures. | Security | |
| Scalability - Proposed Solution should be able to support today’s application as well as future applications that will be released. | Security | |
| Security granted individually and group levels to different modules/levels of software (can view software availability but not software key, etc.) | Security | |
| Security should be role-based and define access to application modules, functionality within modules, and underlying data. | Security | |
| Should be able to generate out-of-the-box and web-based reports. | Customization | |
| Should be capable of supporting flexible architecture - e.g. Manager of Managers, message forwarding and synchronization between different management stations. | Customization | |
| Should be possible to capture solutions and re-use them when issues recur. | Customization | |
| Should have automated service discovery, policy deployment and actions to enable busy IT personnel to focus on more strategic initiatives. | Customization | |
| Should provide built-in historical reporting and near real-time graphing capabilities out of box and must provide ability to customize the reports. | ||
| SLA performance data can be aggregated from individual service events to report on summary performance of teams and the entire IT service organization. | ||
| SLA timers can be set at the level of service tickets as well as component activities within the life cycle of service tickets. | ||
| Solution allows administrators to define rules associated with passwords. | ||
| Solution integrates with Active Directory/LDAP | ||
| Solution integrates with Google Apps for Government? Provide details for each app including mail, drive, site, calendar. | ||
| Solution is compatible with Android based devices both technicians and end users | ||
| Solution is compatible with IOS (Apple) based devices (iPad App) for both technicians and end users | ||
| Solution is OLAP/ODBC compliant | ||
| Y | Solution must allow IT management staff to manage business-critical application services from the end-user perspective, and to be immediately aware of the business impact of lower level component failures or performance degradations. | |
| Y | Solution provide the ability to notify users of major events. Describe how this is accomplished. | |
| Solution should support monitoring of router redundancy groups (HSRP and VRRP). | ||
| Solution supports acknowledgements via text messages | ||
| Solution supports sending SMS text messages | ||
| Support enterprise single sign-on? | ||
| Support for port aggregation (PAgP, SMLT, and MLT). | ||
| Supports SNMP (simple network management protocol) traps | ||
| System supports sending Google Mail | ||
| The tool should provide a facility to help SEHA define, schedule, and perform recurring maintenance tasks. | Security | |
| The administrator or any user with the appropriate authorization should be able to modify workflows or create new workflows. | Security | |
| The agent should be capable of storing events / data locally if communication to the management server is not possible due to some problem. This capability will help SEHA avoid losing critical events. | Security | |
| The application accepts formatted emails allowing integration of messages from other monitoring applications to trigger service events and incidents. | Security | |
| The application integrates with Active Directory and LDAP for single signon and user account setup. | Security | |
| The application is built on a standard, non- proprietary ODBC-compliant database, e.g. MSSQL, MySQL, etc. | Security | |
| The application supports the creation, modification, and closure of problem records. | Security | |
| The application supports the use of contractors and outsourcers in the service fulfillment process. | Security | |
| The interface for systems administration is browser based. | Security | |
| The solution should have form based tools to add database and Web / GUI fields without the need for scripting. | Integration Requirements | |
| The tool application and its user licenses structure should support high-availability mode. | Integration Requirements | |
| The tool interface for end users and IT teams should be completely web based. | Integration Requirements | |
| The user interface for IT staff and management is browser based. | Integration Requirements | |
| Time and costs associated with incident and service requests can be tracked based on time, billing rate and materials/parts used. | Integration Requirements | |
| Unified polling to reduce network and device loads – collecting of fault, availability, and performance data through the same polling process. | Integration Requirements | |
| URLs are supported within data fields. | System Administration | |
| Y | User authentication is performed using SSL between the server and the browser session. | System Administration |
| User roles and node/interface grouping. | System Administration | |
| Users can delegate authorization rights. | System Administration | |
| Users must be able to open multiple records simultaneously without the need to open multiple user sessions. | System Administration | |
| What are the minimum and optimal bandwidth requirements? | System Administration | |
| What percentage of overall functionality accessible via your API is also available via the Web Services interface? | System Administration | |
| What tools are available in your application for traffic balancing. Upload/download optimization. Network segmentation by format type. Can routing be optimized based on format type? | System Administration | |
| Y | Will your solution auto-populate user detail into request based on sender's email address? | System Administration |
| Include in RFP | Requirement | Category |
| Ability to acknowledge a service request assignment via email | ||
| Ability for the solution to provide simple, Web-based graphical user interface | ||
| Ability of the solution to enable rapid deployment of new users and administration of existing users | ||
| Ability to configure the graphical user interface based on individual, group or role-based preferences (colors, layout, etc.) | ||
| Ability to configure the graphical user interface by using drag and drop for windows and fields | ||
| Y | Ability to provide industry and ITIL best-practice processes, categorization and templates embedded in tool | |
| Ability to record activities and time spent across all functional areas: IT Service Desk, Incident, Problem, Change, Release, Configuration, Service Level, etc.. | ||
| Ability to support hot topic or news flash window within the graphical user interface | Overview | |
| Ability to support object-specific pop-up menus in the graphical user interface | Overview | |
| Ability to track Vender Information, support staff contact numbers and email addresses, ftp site, etc. | Best Practices | |
| Ability to upload a file with the size of up to 100MB. | Best Practices | |
| Ability to work with external reporting tools such as Oracle Reports, Crystal reports, etc. Proposed system must carry a portfolio of tightly integrated products (for our future roadmap) for application quality management and project and portfolio management. | Best Practices | |
| Aging of the tickets (30/60/90). | Architecture | |
| Aging reminders based strictly on age of case and priorities. | Architecture | |
| Are all of your ITSM solutions built on the same platform? | Architecture | |
| Are the same features available between the native and the web clients | Architecture | |
| Are there any architectural designs that would limit the number of users? | Architecture | |
| Are there separate modules/GUI depending on the users role? | Architecture | |
| Are your backup, recovery, and alternate locations geographically dispersed? Please provide the physical locations of your data centers. | Architecture | |
| Auto ticket creation from outside applications/interfaces/monitoring tools. | Architecture | |
| Can the UI be customized? Please explain. | Architecture | |
| Central repository for escalation contacts. | Architecture | |
| Clearly identify if any of the solutions you are proposing rely on plug-ins, third party software. Do all the functional components exist within an integrated product suite sharing a unified user interface? | Administration | |
| Dashboard solution provides incident or problem escalation monitoring. | Administration | |
| Y | Describe an implementation scenario for updates to your application. How are clients notified? | Administration |
| Y | Describe how the components of your ITSM solution are integrated (are separate technologies utliized, etc.)? | Administration |
| Describe how your current CMDB offering was developed. | GUI | |
| Describe how your current ITSM offering was developed. | GUI | |
| Describe the applications implementation and maintenance process. | GUI | |
| Describe the architectural requirements when Service Desk, Asset Management and Configuration Management are deployed (e.g. same platform? Same backend datastore?, etc.) | Availability, Scalability and Performance | |
| Describe the architecture of the proposed solution. | Availability, Scalability and Performance | |
| Describe the availability, scalability and recoverability of the proposed application. | System Updates | |
| Describe the encryption capabilities for communication through web services and other interfaces. | Integration | |
| Describe the Service Catalog functionality of the sytem including how it is maintained and integrates with the various modules of the sytem | Integration | |
| Y | Describe your company's core competencies and how you differentiate yourself in the market place. | Scalabiity/Performance |
| Describe your IT Service Management Solution. | Scalabiity/Performance | |
| Describe your out-of-the-box IT Service Management Solution. | Unique Benefits | |
| Y | Discuss your company's approach to Business Service Management. | Unique Benefits |
| Do you have a single administrator console that allows you to build/customize forms and business logic/workflow, or are there multiple administrative interfaces? Please describe each interface. | Unique Benefits | |
| Y | Do you have an integrated ITIL and ITSM process modeling technology available? | Unique Benefits |
| Do you provide a published API? If so, what languages? | Unique Benefits | |
| Does each application require its own high-availability architecture and fail over plan? | Unique Benefits | |
| Does the application integration with LDAP or Active Directory? | Unique Benefits | |
| Y | Does the application offer minimal implementation and maintenance? | Unique Benefits |
| Does the interface allow for some fields to be restricted from view? | Product Direction | |
| Does the proposed application have an easy to use UI which is intuitive to both novice and experienced users? Please provide screen shots with response. | Product Direction | |
| Does the proposed system have an easy to use GUI which is intuitive to both novice and experienced users? | Product Direction | |
| Y | Does the system support a HA architecture? | Product Direction |
| Does the system support section 508? | ||
| Does your application have a single administrator console that allows the administrator to build/customize forms and build business logic/workflow, or are there multiple administrative interfaces? Please describe each interface. | ||
| Does your application provide self-service password reset? | ||
| Does your application solution support self-guided navigation? | ||
| Does your application support both native and web client connections? Are the same features available between the native and the web clients? | ||
| Does your company deliver an integrated batch scheduling solution? | ||
| Y | Does your company deliver an integrated Identity Management solution (password management, user provisioning)? | |
| Does your solution have the ability to support/integrate with legacy custom applications developed on Remedy ARS. | ||
| Does your solution offer an easy way to configure the system. Please describe. | ||
| Does your solution provide the ability to split web, database, middleware and application tiers. | Overview | |
| Does your solution support multiple languages? If so, please identify those languages. | Overview | |
| Easy-to use, web-based reporting. | Best Practices | |
| Emailed images (e.g., bmp, jpg or gif screen shots) can it be saved within the request, problem, incident | Best Practices | |
| ensure that processes are carried out in a consistent best practice manner that allows for the adherence to audit and compliance requirements. | Best Practices | |
| Escalation based upon business rules, such as Service Level Agreement (SLA), response time, or level of criticality. Escalation at the team, sub-team, or individual level. | Best Practices | |
| Escalation and routing. | Architecture | |
| Explain how the CMDB integrates with other modules within your proposed solution | Architecture | |
| Facility to acknowledge escalation or routing by e-mail, SMS, etc. | Architecture | |
| Feature for putting call description while logging and closing the ticket. | Architecture | |
| Flexible ad hoc reporting including capability to extract data. | Architecture | |
| Generate an automated survey to requestor to measure satisfaction of requestor. | Architecture | |
| Have 100% web architecture. | Architecture | |
| have comprehensive reporting and dashboard capabilities out of the box | Administration | |
| How are restrictions managed depending on the user’s role? | Administration | |
| How does your application handle high-availability and fail-over scenarios? | Administration | |
| How does your solution compare to other vendor's products in the ITSM space? | Administration | |
| How many application infrastructure stacks (database, web servers, application servers) & environments (development, testing, production) in total, are included in your proposed solution? | Administration | |
| How many integration interfaces are available? | GUI | |
| How many operational CMDBs integrated with your ITSM solution does your company have deployed in customer production environments? May we schedule onsite visits with some of these clients? | GUI | |
| How much is ITSM and BSM (as a %) part of your overall business? | GUI | |
| If there are multiple applications that support the core processes of Incident, Problem, Asset Mgmt, Change, Release, SLM, & CMDB, do you need to account for multiple scalability plans? | GUI | |
| If there is more than one infrastructure stack, how do you handle high-availability and fail-over scenarios? Does each application require it's own high-availability architecture and fail over plan? | GUI | |
| In an HA environment, will there ever be a need to scheduled downtime? | Availability, Scalability and Performance | |
| integrate with Microsoft Active | Availability, Scalability and Performance | |
| integrate with Microsoft Exchange | Availability, Scalability and Performance | |
| Is programming required to modify the GUI? | Availability, Scalability and Performance | |
| Is the API library provided free of charge? | Availability, Scalability and Performance | |
| Is the architecture multi-tiered? Describe. | System Updates | |
| Y | Is the day-to-day administration and configuration performed in a single console across all modules? | System Updates |
| Y | Is your CMDB 'internal" to your ITSM application, or does it require integrations (vendor or customer built) ? | Scalabiity/Performance |
| Must allow users to create a comprehensive work queue, and access other queues defined by system administrators. | Scalabiity/Performance | |
| Pick CMDB fields in report (Example: # of tickets in last week vs. Types of Asset) | Scalabiity/Performance | |
| Please describe how the system can be scaled over time to support an increase in users. | Unique Benefits | |
| Y | Please describe your application’s ease of use (user friendly). | Unique Benefits |
| Y | Please provide a history that your company has in building and offering ITIL Information Management System solutions to clients. | Unique Benefits |
| Please provide your base Service Level Agreement (SLA) for user interface response time | Unique Benefits | |
| provide a customizable, user-friendly interface. | Unique Benefits | |
| Y | provide a means to model and automate ITSM work flows | Unique Benefits |
| Y | provide fully integrated ITIL processes, allowing seamless sharing of data between Incident, Change, Release, Configuration, Availability, etc. | Product Direction |
| Y | Provide information describing current plans for continuing to develop proposed product line, including a product roadmap. Discuss the alignment of these plans with the direction of the industry. Also provide information detailing the Vendor’s participation in the development of industry standards and intent to comply with such standards | Product Direction |
| provide the ability to extend the workflow processes to automate IT process. | ||
| provide the capabilities to integrate with collaboration and dashboard solution from Microsoft and Oracle | ||
| provides the ability to run processes in parallel for validation and user acceptance testing | ||
| provides the flexibility ability to easily version processes | ||
| Reassign tickets to other group / individual. | ||
| Reports can be exported to other formats, such as PDF, images, Excel or text. | ||
| Routing and escalation of ticket extends to associated tickets. | ||
| Scheduled (automated) reports. | ||
| Search capability: Search by multiple criteria including topic, keyword, ticket number, and combinations of fields. | ||
| Should provide a rules-based workflow engine that spans all modules. | ||
| Solution automatically creates an incident via an inbound email | ||
| Solution auto-populates user detail into request based on sender's email address | ||
| Y | Solution includes integrated CMDB (Configuration Management Database) for managing key ITIL functions and processes including and not limited to: IT Service Desk, Incident, Problem, Change, Configuration, Service Level | |
| Solution includes integrated IT Service Operation Management, including Incident, Request, Problem, and Change Management | ||
| Solution provides Search capabilities in all ITSM processes - adhoc queries, save queries, user queries, role-based queries, shared/public queries | ||
| Y | Solution supports a web-based client for user and administrative functions | Integration |
| Solution supports ITSM process workflow between solutions users including routing of request, electronic request approvals by actionable e- mail, etc. | ||
| Standard, out-of-the-box reports. | ||
| Statistics including graphs. | ||
| System allows users to rate the quality of service. Describe the mechanism for doing this (e.g. embedded form in an email) in the Comments. Also indicate how incidents are chosen for random sampling of feedback (a percentage, a random number per day, etc.) | ||
| Solution has the ability for each user to customize their "home" page/dashboard to display appropriate information for that user. Additionally, the solution has pre-defined dashboard templates based on role. | ||
| Solution supports ITIL Version 2 and Version 3 frameworks including terms and definitions | ||
| Solution supports ITSM process workflow between solutions users including routing of request, electronic request approvals by actionable e-mail, etc. | ||
| Soution provides Search capabilities in all ITSM processes - adhoc queries, save queries, user queries, role-based queries, shared/public queries | ||
| To respond to the RFP, the application must be considered a “Software as a Service” (SaaS) or hosted application. Please describe how your application is considered a SaaS or hosted application. | ||
| Tool provides the ability to segregate tickets based on security and compliance requirements (HIPAA, FERPA, security incident information, etc.). | ||
| What are the minimal required skills to administer your solution? | ||
| What are three dominant trends in the Information System Management space, and how do you envision incorporating these trends into your products? | ||
| What differentiates your solution from other vendor products, and what benefits will it provide to us? | ||
| What is the average response time for web based clients with a customer base of 50,000 or more students? Please provide reference accounts that are in the same student base range. | ||
| What is the average response time to clients for requests for changes to the application? Please provide supporting data and explain any costs associated with these requested changes. | ||
| What is the process to have changes implemented within your application (customization)? | ||
| What is your market share within enterprise solutions? | ||
| Y | What is your strategy for strengthening your implementation of ITIL processes into your products? | |
| What makes you a leader in the ITSM space? | ||
| Y | What product enhancements are planned over the next two years? | |
| When running in a multi-server environment, how is the solution upgraded? | ||
| Will future technological changes require changes on the user side, how will it be incorporated into a migration plan? | ||
| Will want the ticket system to have an interface to other Infrastructure systems - such as Active Directory, other lookups for more detailed info regarding servers, etc |
| Include in RFP | Requirement | Category |
| Ability for customers to cancel service requests through the self-service portal (with automated email notification to assignee) | ||
| Ability for support staff to make private notes on incident/service request records which are not viewable by customers. | ||
| Ability to assign Mesa County Project Account Codes for hardware/software items purchased under a Grant. | ||
| Y | Ability to automate request routing for appropriate authorizations (e.g.: Financial, security, etc.). | |
| Y | Ability to automate the recording, reporting and billing of the ongoing costs of request management against particular cost centers or accounts. | |
| Y | Ability to automatically assign General Ledger accounting codes to requests based on user and service/item category. Ability to pull requests and configuration item reports against particular purchase order, account code, project code, department and/or date range. | |
| Y | Ability to categorize and prioritize requests. | |
| Y | Ability to generate different workflows (with different subtasks) for different types of requests. | |
| Ability to generate on request order inventory. | ||
| Ability to identify credit card purchases and credit card holders. Ability to generate reports for Credit Card purchases. | General Requirements | |
| Ability to Interface with Mesa County's Financial and Purchasing System (Eden). | General Requirements | |
| Y | Ability to Interface with Procurement and IT Financial Systems | Functional Criteria |
| Ability to limit editing requests only to authorized customers | Functional Criteria | |
| Ability to limit viewing, creating and editing requests only to authorized requestors | Functional Criteria | |
| Ability to Log and edit a Service Request | Functional Criteria | |
| Y | Ability to match new requests against existing requests. | Functional Criteria |
| Ability to monitor and cancel service requests that are no longer necessary. | Functional Criteria | |
| Ability to provide access to online service catalogs when creating request. | Functional Criteria | |
| Y | Ability to provide automated status updates to requestors when a request reaches specific points in the workflow. | |
| Y | Ability to provide email notification of request completion to request owners and fulfillers. | |
| Y | Ability to provide Frequently Asked Questions support capability for requestors. | General Requirements |
| Ability to remove old or retired codes from drop down (selection) fields (for example account codes, department codes, user names, etc.). | General Requirements | |
| Ability to report on Service Request history and trends, by category/subject of Request and by Requestor. | General Requirements | |
| Y | Ability to route and assign service request records to pre-defined support staff or groups including IT, HR, Procurement or other business functions. | Functional Criteria |
| Ability to submit and store attachments as part of a service request. | Functional Criteria | |
| Ability to submit attachments as part of a service request and they are stored with service request and only delete with special rights | Functional Criteria | |
| Ability to support a multifunction service request process (example: IT, HR, Facilities) | Functional Criteria | |
| Allow for the automatic sending, receiving and logging of approvals for requests. These approvals can come from business users as well as those inside IT. The tool shall provide for manual override of automation. | Functional Criteria | |
| Allows users to submit and track tickets via a web-based front end. | Functional Criteria | |
| Allows users to track the fulfillment activities (for example, a service request requires 10 steps to fulfill, and steps 2 and 3 have been completed). Does the user have visibility into this fulfillment status? | Functional Criteria | |
| Attachments can be submitted and stored as part of service requests from the self-service portal. | ||
| Automatically displays major incidents via dashboard or a news scroller? | ||
| Customers are provided with a browser- based portal for requesting services, viewing the status of service requests, reporting service incidents, and obtaining general service information. | ||
| Customers can cancel service requests through the self-service portal. | ||
| Describe how the proposed offering provides and illustrates an SLA Catalog that shows service bundles and provides price and other related information to show sets of service levels the IT organization has to offer. | ||
| Describe how the service catalog will be maintained under the auspices of the proposed solutions change management system. | ||
| Describe how the solution allows the bundling of service elements into a single service depiction. | ||
| Describe the ability to assist in the compilation and maintenance of a service catalog. | ||
| Describe the facilities for service definition including setting up the terms of any associated SLAs, rating and billing terms, and contractual agreement templates. | ||
| Describe the hierarchy employed for grouping service elements. | ||
| Describe the service catalog capabilities, including hierarchical organized views of process, applications, and services. | ||
| Describe the service request management solution. | ||
| Does your solution guide customers through filling out a service request; i.e., explain how field help is delivered within the application | ||
| Does your solution provide customer information about costs and fulfillment details (i.e. expected completion times) in the service catalog? | ||
| Explain what fields the application is capable of auto filling for the client. | ||
| have the ability to have multiple assignments made for different support teams as well as individual action items for each support team all within the same request. | ||
| How is Service Request Management integrated with your ITSM solution? | ||
| Includes a search and find option (rating & ranking, where rating is based on the number of occasions the knowledge item really solved the problem)? | ||
| Permits end-users access to the knowledge base function via a web based front end? | ||
| Permits end-users to add and view attachments? | ||
| provide access for external suppliers to action Requests via a designated portal. | ||
| provide automatic notification of request details to stakeholders in the organization. | ||
| provide real-time visibility of progress against Service Level Agreements. | ||
| provide the ability to automatically log calls from Internet Explorer. (E.g., Security Request Form, VPN Form, etc.) | ||
| provide the ability to define rules that govern automatic notifications that are sent throughout the lifecycle of the request. | ||
| provide the ability to define rules that govern the assignment of requests. | ||
| provide the ability to log and track the progress of Requests via a customer and external supplier portals. | ||
| provides a base set of workflows for standard requests | ||
| provides workflow templates for employee on-boarding / off-boarding | ||
| Service request screens used by IT staff are optimized for rapid data capture using configurable drop down lists, automatic field completion, and pre-population of related fields. | ||
| Service request screens used by IT staff closely mirror the self-service portal, so that services requests processed by phone call, walk in, or email can be handled consistently with self-service requests. | ||
| Standard service requests are based on selections determined by a service catalog. | ||
| Y | Supports a process that takes a request and merges it into a quote, into an order, into inventory, into an installation service request attached to an asset, etc. and notifies the assigned staff that an items is in the queue for them. | |
| The customer self-service portal has an intuitive layout, configurable by DOT.Comm staff, requiring only a few screens to request most frequently used services. | ||
| Y | The self-service portal enables capture of customer satisfaction information using questions and response fields configured by DOT.Comm staff. | |
| Y | The self-service portal provides a ‘shopping cart’ approach to ordering services. | |
| Y | The self-service portal provides multiple means to find services (e.g. keyword search and category navigation) | |
| Y | The self-service portal supports both standard and non-standard requests. | |
| Y | The self-service portal supports entitlements which ensure that only the appropriate services are offered to customers based on customer profile and business rules defined by DOT.Comm. |
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