2017065-RFP - Information Technology Service Management Solution (ITSM)

1.1       Invitation to Proponents
This Request for Proposal (“RFP”) is an invitation by the University of Ottawa (the “University”) to prospective Proponents to submit non-binding proposals for the provision of an Information Technology Management Solution (ITSM), as further described in Part 2 – The Deliverables (the “Deliverables”).
The University of Ottawa has a population of over 45,000 students, teachers and support staff. It is the largest bilingual (French-English) university in the world. The University requires a ITSM solution that meets its’ present day and future needs, and also satisifies both quality and pricing requirements. Presently, the University’s  ITSM solution is provided by ServiceNow. It is used by different faculties and services throughout the University.  Information Technology (IT) staff are the primary users and the IT Service Desk is often the first point of contact for clients, which include professors, students, support staff, researchers and others.

PART 2 – THE DELIVERABLES
This Request for Proposals (“RFP’’) is an invitation to prospective Proponents to submit Proposals for a externally hosted ITSM Solution solution for the University, in accordance with this RFP as further described in PART 2 – THE DELIVERABLES. The selection of the Preferred Proponent will be made in accordance with the evaluation process defined in this document.
2.1       Project Overview and Objectives (R)
Proponents are to address each of the following requirements. Proponents should indicate their understanding of each requirement and their ability to comply or detail the deviance from the requirement in clear, concise language.
 
The University is looking for a complete integrated ITSM solution including the software application, licensing, configuration, migration, integration, testing, implementation, training and on-going software maintenance and technical support for a SaaS arrangement.
 
The solution must be comprised of a Development, Test and Production environments. This solution should be sized to meet the specifications (users, volume, etc.) as detailed in Appendix A.
 
The end goal is to evalute the available ITSM tools on the market.  The University is looking for an ITSM tool that will meet the basic and intermediate functionalities and sized for the University’s needs.  Student and Customer Experience is top of mind and is part of this solution.
 
The Proponent could be the manufacturer (software owner) or a manufacturer with a proposed associated business partner such as an authorized re-sealer or an associated business partner (authorized re-sealer) that represents a manufacturer and also provides the professional service to consult, configure and deliver the solution. The University will sign a contract and deal only with the proponent that submits the bid.  
 
The outcome of this RFP will be to put in place a fully functional SaaS ITSM tool by April 1st, 2019.
 
Please provide a proposal and solution that meets the following requirements:
 
High Level Requirements
 
The Solution is based on Information Technology Infrastructure Library (ITIL):  The ITIL processes need to be managed separately including: Incident, Request Fulfillment with associated Service Catalogue, Service Asset and Configuration Management (Asset Management), Change Management, Problem Management, Knowledge Management, Release and Deployment Management, Event Management, Project, Service Level Management and Service Portfolio Management, and is easily customizable for future process developments.
 
Provides a bilingual (English and French) environment and interface in which a user can choose his language of preference.  Should provide the flexibility to easily switch between the two languages. Communications (emails) sent to users should be based on their language of preference.
 
Includes self-service: the system provides tailored multiple self-service options based on the University’s constituents (students, staff, external Suppliers) through branded secure web portals.
Includes mobility: Is accessible across a wide range of mobile smart devices, allowing for record consulting, manipulations, updates and approvals while working in the field and on the move.
Automates asset (software and hardware) management processes and enables efficient management of configuration items (CI’s) and their relationships.
Provides customizable workflow functionality.
Provides a full discovery for all assets and with an easy application dependency mapping.  Can be easily linked to other existing inventory tools.
Provides on demand and job scheduled reporting and dashboarding ability which can be used by a power user (not a developer) of the application to develop new reports or dashboards.
Provides the ability for a power user to customize and modify existing system forms and templates.
Provides Service Level Agreement (SLA) and Key Performance Indicator (KPI) metrics for all ITIL processes.
Intuitive for a casual user and easy to use; usability is an important component of adoption and overall success.
 
2.2       Mandatory Requirements (M)
The ITSM  solution must meet the following Mandatory Requirements:
 

1. System must be bilingual: Whole front end system (admin and Customer interface), back end values and reports must be in French and English, and the end User can easily switch languages on the fly. 
2. System must meet Web Content Accessibility Guidelines (WCAG) 2.0 Level AA in accordance with the Accessibility for Ontarians Disabilities Act (AODA). 
3. System must be compliant with Canada's Anti-Spam Legislation (CASL). 
4. System must be adaptable to the University’s brand, matching with the actual website of the University. 
5. System must have full support for mobile devices including iOS and Android based tablets and smartphones.
6. The solution must support industry standard protocols for Web Single Sign-On (Security Assertion Markup Language – SAML). 
7. The solution must be required to function with the University of Ottawa’s Web Single Sign-On solution, Active Directory Federated Services (ADFS). 
8. System must be a SaaS solution.
9. System must support major mainstream web browsers like Chrome, IE, Safari, Edge and Firefox. 
10. Proponent ‘s proposed team must have a minimum of 5 years in the ITSM business. 
11. Proponents product manufacturer and/or associated business partner such as an  authorized re-sealer must have at least 15 Saas deployments, 5 of which Saas deployments to a similar sized academic public institution 
12. Proponents must have fully completed the Security Risk Assessment questionnaire (Appendix G)