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STATE OF NORTH CAROLINA
NORTH CAROLINA DEPARTMENT OF TRANSPORTATION
PURCHASING DEPARTMENT
1 SOUTH WILMINGTON STREET, ROOM 412
RALEIGH, NC 27601
IMPORTANT RFP ADDENDUM
FAILURE TO RETURN THIS RFI ADDENDUM IN ACCORDANCE WITH
INSTRUCTIONS MAY SUBJECT YOUR RFP TO REJECTION
RFP Number: 54-JC-11422631
RFP Opening Date/Time: April 1, 2015/2:00 PM EST
Description: Information Technology Service Management Tool (ITSM)
Addendum Number: 4
Addendum Date: March 6, 2015
INSTRUCTIONS:
1. Return one properly executed copy of this addendum with response on or prior to the
RFP Opening Date/Time listed above.
2. Questions and Answers
Response
Number
Bid Section, Page
Number
Vendor Question
NCDOT Response
1.
Section III, Page 21
Your need to implement
service desk chat, is there a
software you're currently
using for chat? Or would you
be looking to leverage our
integrated chat solution?
The NCDOT is not currently
using chat as part of a
service desk solution.
NCDOT has Microsoft Lync
installed as an enterprise
solution and is using Bomgar
for remote support.
2.
Section III, Page 21
How about the Service Desk
Surveys? Do you currently
have a software to administer
those surveys and you'd like
to integrate with our toolset?
Or, are you looking to
leverage our survey system?
NCDOT does not have a
standard software tool to
administer surveys. NCDOT
is looking to the ITSM tool
suite to integrate with a
survey solution.
3.
Section VII, Page 41
Question 7i says, “Copy of
Vendor's License and
Maintenance Agreements, if
any”, can you please
The vendor’s response
should include any licenses
and maintenance
agreements for all
1
4.
Section VII, Page 41
elaborate on the specific
license and maintenance
agreements you are
requesting here?
software/hardware required
to implement and operate the
solution proposed.
For question 7g, Do we need
to seperately print these
statements on legal paper
and get them signed by
authorized personnel?
The vendor shall provide a
separate statement signed
by an Officer of their
company.
Or
Is it ok if we can just type
these statements in-line in the
proposal document?
5.
Section III, ID 20,
page15
…shall identify a
failed change and
calculate a warranty
period for the
change request
6.
Section III, ID 25 ,
page 16
...how the ITSM
solution supports
teams executing the
waterfall SDLC
Is it the State's expectation
that the ITSM solution will
automatically identify a failed
change, or would this be a
classification by a service
desk user that an
implemented change has
failed?
What is meant by a warranty
period for a change request?
The vendor’s response shall
describe the process of
identifying a failed change,
including manual and
automated processes. The
vendor’s response shall
discuss how the vendor’s
solution handles an SLA for
failed changes, e.g. within a
30, 60 or 90 day window.
ITIL does not specifically
address the SDLC other than
a method by which services
are designed and managed.
The integration between ITIL
Service Management and
SDLC would typically only be
at key process milestones
related to Problem, Change,
Release and Deployment
management. The SDLC
would effectively be a "black
box" process. RFP Section F
appears to expand upon this
reqmt in that the proposed
solution "shall provide for at
least but not limed to system
integration and user
acceptance testing". Please
provide a clearer definition of
the State's expectation for
SDLC support, regardless of
The DOT IT organization has
several teams of developers
working with several different
processes, most of which are
either Agile based or
versions of a waterfall SDLC
process.
2
The vendor’s response shall
describe how the solution
shall provide support and
integrate with both Agile and
waterfall SDLC software
development processes.
approach (Waterfall or Agile)
7.
Section III, ID 26,
page 16
The Vendor shall
provide a description
of how the ITSM
solution supports
multiple teams
executing Agile
development
methodologies for
software
development.
8.
Section III, ID 34,
page 17
…will comply with
ITIL v2 best
practices for Suppler
and Contact
Management
9.
Section III, ID 44,
71, pages 17, 21
…describe the
ITSM' solutions
integration real time
with SAP Solution
Manager for
incident, problem,
and change
management.
ITIL does not specifically
address the SDLC other than
a method by which services
are designed and managed.
The integration between ITIL
Service Management and
SDLC would typically only be
at key process milestones
related to Problem, Change,
Release and Deployment
management. The SDLC
would effectively be a "black
box" process. RFP Section F
appears to expand upon this
reqmt in that the proposed
solution "shall provide for at
least but not limed to system
integration and user
acceptance testing". Please
provide a clearer definition of
the State's expectation for
SDLC support, regardless of
approach (Waterfall or Agile)
See response to #6 above.
We believe this is referring to
Contract management, and
not Contact Management (the
latter is not an ITIL process).
Please confirm.
Correct, the description
should read: “The Vendor
shall provide details of how
the ITSM solution will comply
with ITIL v3 best practices for
Supplier and Contract
Management.”
If the proposed solution is to
consolidate ITSM processes
for DOT, please explain the
requirement relative to
integration with comparable
processes in the SAP
Solution Manager. Which
solution (proposed ITSM or
SAP) would be the system of
record for incident, problem
and change management for
issues identified in the SAP
modules?
Regardless of which system
is the “system of record”, the
NCDOT shall require
integration of
Incidents/Problems/Change
Management between SAP
and the ITSM solution and
the integration shall work in
both directions. If a “system
of record” is a key
requirement for the solution,
then the vendor shall identify
and discuss the requirement
in the vendor’s response to
the RFP.
3
10.
Section III, ID 71,
page 21
Phase II-Implement
DMV Business Help
Desk
11.
Section III, ID 71,
page 21
Phase II-Implement
DMV IT Help Desk
and DMV Application
release and
deployment process
(a mini-SDLC
process)
Does the State anticipate that
the DMV Business Help Desk
will address non-IT as well as
IT related incidents, change
requests and problems? If so,
will these processes be
aligned with ITIL best
practices?
The DMV Business Help
Desk is not part of the IT
organization.
Does the DMV Business Help
Desk have independent IT
support responsibilities and
therefore a different ITSM
repository or will it share the
holistic enterprise solution?
Alternatively, is it the State's
requirement that the DMV
Business Help Desk will
access and enter tickets in
the enterprise ITSM solution?
Please define what is
intended by "a mini-SDLC
process"
The DMV Business Help
Desk and the DOT IT
organization shall share, use
and benefit from the
enterprise solution.
The DMV Help Desk handles
both non-IT and IT related
incidents. The DMV Help
Desk needs are centered
around Help Desk best
practices and the
requirement to easily transfer
tickets to the DOT IT
organization.
Yes, the DMV Business Help
Desk shall access and enter
tickets in the enterprise ITSM
solution.
The DMV Business Help
Desk tickets must be
separate and secure from
the IT Help Desk tickets.
“A mini-SDLC processs” is
meant to describe the
process of implementing
changes that are part of the
release and deployment
process but are not formally
managed by the Project
Management Office (PMO).
These changes shall go
through a “mini-SDLC”
process to ensure the quality
of change prior to moving
into production.
The solution shall describe
how the solution shall
support this release and
deployment process.
12.
Section III, ID 71,
page 21
Phase II- Migrate
In order to adequately
estimate level of effort for
data migration we will need a
better understanding of all
4
There are 5,000 records in
EACH of the databases in
Serena, IBM Clear Case and
local access databases that
13.
historical data from
Serena, IBM Clear
Case and local
databases to the
solution
legacy source systems as
well as the amount/types of
data that needs to be
migrated. For example, is it
the State's requirement that
the provider should only
migrate work items "in flight"
(i.e. incidents, change
requests) or all historical
data? Please identify the
specific formal and informal
systems, expected data base
sizing and classification of
data to be migrated.
shall be migrated. (These
are records, not help desk
tickets.)
Section III, ID 85,
page 22
Should we assume process
owners have a solid
understanding of ITIL
principles for these processes
or would ITIL training also be
required?
The process training shall be
focused on the specifics
relative to managing the tool
for the process defined.
Is there a requirement to
prepare and deliver Computer
Based Training for all
modules being delivered? If
so, no specific requirements
as to format or content have
been provided.
There shall be no
requirement to provide
computer based training
(cbt).
Please provide a copy (or
access to) the applicable
change management
procedures and processes
The applicable change
management processes shall
not be made available until a
contract is awarded and the
vendor has agreed to the
appropriate confidentiality
and security requirements.
The process owner
training will include
the following
processes …(all
ITSM Phase I
processes)
14.
Section III, ID 88,
page 23
The Vendor shall
provide training
resources….
15.
Section G, page 27
Requires the Vender
to use and follow all
applicable State and
NCDOT change
management
procedures and
processes
16.
Section M, Item 3,
page 34
Vendor, if required,
Process training shall not be
intended to be ITIL training.
The vendor shall assume the
NCDOT has a basic
understanding of ITIL
principles.
If cbt is used to deliver
training, it shall be provided
as one of the training
deliverables.
The vendor shall refer to the
ITIL best practices for
change management.
Assuming hosting of the
ITSM solution (including DEV,
TEST, PROD environments)
5
If the solution is for onpremise implementation, the
State shall provide the
shall be responsible
for identifying and
providing all
hardware, software
and solution
licensing
requirements.
17.
18.
Section IV: Cost
Proposal, page 35
1-c) We cannot predict what
customizations would be
required at this point. We are
1-c) Customization
assuming that none of the
required or proposed
OOTB processes need to be
addressing
customized
specification
Section IV: Cost
Proposal, page 35
1-g) Installation,
Conversion,
Integration and
Transition costs
19.
Section IV: Cost
Proposal, page 35
1-h) Training
including training
materials
20.
upon virtual servers within the
States Data Center, is the
Vendor responsible for
specifying bare metal
hardware for the underlying
infrastructure, or will the State
provide infrastructure?
Similarly should the Vendor
provide pricing for operating
system and DBMS software
licenses required for the
solution? Does the State have
any enterprise licensing
agreements in place that can
provide O/S and DBMS as a
shared licensing model?
Section IV: Cost
Proposal, page 35
hardware and software
infrastructure.
The vendor shall be required
to provide a list of all the
required hardware, software,
software licenses, operating
systems, DBMS licenses,
etc., which shall be required
to effectively operate the
solution and enable the
vendor to determine a total
cost of the proposal.
The vendor shall include the
costs to perform any
configuration and/or
customization.
The vendor shall include all
costs to meet the
requirements and the
technical specifications of the
RFP.
1-g) We would not be able to
See response #17.
cost this out without explicit
understanding of what
systems, and what data within
these system would need to
be converted?
1-h) Is Computer Based
Training required? Does it
need to be custom built to
State standards?
See response #14 and #17.
1-n) What new functionality?
This has not been defined?
See response #17.
1-n)New
6
Functionality
21.
Section IV: Cost
Proposal, page 35
1-r) All necessary
hardware and
software costs....
22.
Section IV: Cost
Proposal, page 35
1-r) Need the answer to how
systems would be deployed
(hardware, software,
virtualization?)
See response #17.
1-s) Specific customizations
have not been identified
See response #17.
Please explain the nature of
integrations expected with
these products
The solution shall include a
list of the vendor’s successful
ITSM tool implementations
and include a brief
description of successful
integrations of any of the
systems. The integrations
required are contained in the
technical specifications in
Section III.
1-s) Specific
customizations
23.
Section III, ID 36,
page 17
The Vendor shall
provide a list of
supported
integrations they
have successfully
integrated with its
ITSM solution.
Integrations include
systems such as:
Systems,
Applications &
Products in Data
Processing (SAP)
Solution Manager,
Microsoft System
Center Configuration
Manager
(SCCM)/System
Center Operations
Manager (SCOM),
Microsoft Active
Directory, e-mail,
Bomgar, Pingdom,
What’s-Up-Gold, etc.
24.
Section III, ID 64,
page 19
The Vendor shall
describe how the
ITSM solution meets
The link provided does not
work. Please provide correct
link or appropriate supporting
documentation.
Statewide IT Policies and
Standards:
https://www.scio.nc.gov/missi
on/itPoliciesStandards.aspx
Direct link to Statewide
7
NCDOT’s
Information Security
requirements
located at this
address:
https://www.scio.nc.
gov/Mission/Informat
ion
SecurityManual.aspx
Information Security Manual
- January 2015:
https://www.scio.nc.gov/librar
y/pdf/SISM-1-2015.pdf
25.
Section III, Number
4, Page 13
Can it be expected that the
state will provide resources
and services to work with the
contract to integrate the new
solution with the NCID
service?
The state shall provide
resources to work with the
vendor to integrate the new
solution with the NCID
service.
26.
Section III, Number
9-a-2, Page 14
Does the state have SLAs in
place for remote administrator
support or should the
respondee indicate in its
response the SLAs for the
remote administration
support?
The state does not have
SLAs in place for remote
administrator support.
Please provide additional
detail as to what the state
defines as “modern
technologies”
The state does not have a
formal definition for “modern
technologies.”
27.
Section III, Number
9-a-5, Page 14
The vendor shall include the
proposed SLAs for remote
support.
The vendor shall describe
technologies the solution is
built on, uses, or enables.
Any emerging technologies,
not generally utilized in State
or commercial organizations,
shall be identified.
28.
Section III, Number
9-b-7, Page 14
This indicates integration with
MS AD for authentication.
However on page 13,
Section III, Number 4 and in
Section III, 9-b-8, it is implied
that the solution may be
required to integrate with
NCID. For the initial
implementation, what is
required?
8
The solution shall
authenticate with an external
service such as Microsoft
Active Directory and/or
NCID.
NCDOT has not made a final
decision for the
authentication service,
whether it will use Microsoft
Active Directory and/or
NCID.
29.
Section III, Number
9-e-20, Page 15
What is meant by “warranty
period for Change request”?
Is this the same as “Early
Life Support” as described in
ITIL V3?
See question response #5,
30.
Section III, Number
9-k-47, Page 18
Can the state provide a
current count of tickets they
wish to be migrated as well
as an average count of open
tickets per day?
No help desk tickets shall be
migrated to the solution.
Functionally, what does the
state require in the integration
with the Avaya phone
system?
The vendor shall describe
how the solution intetegrates
with the Avaya 9609 phone
system enabling the solution
to do analytic reporting on
Avaya call records.
31.
Section III, Number
9-k-48, Page 18
The help desk currently
handles over 80,000 tickets
per year.
The solution shall link Avaya
call records to help desk
tickets for process
performance reports and
SLA reports.
32.
Section III, Number
9-u-7 -, Page 20
Has the state had an ITIL
Maturity Assessment or a
readiness assessment to
evaluate their ability to
comply or adopt ITIL v3 best
practices? Is all process
documentation (SOPs,
workflow diagrams etc.) in
place?
The state has not perfromed
a ITIL maturity assessment
or readiness assessment to
evaluate the ability to comply
or adopt ITIL.
In 2008, the DOT IT
organization participated in
ITIL foundations training.
The vendor shall assumethat
the NC DOT IT organization
has a very low ITIL maturity
rating.
There are very few
processes or Standard
Operating Procedures
documented at the NCDOT
IT which is why the NCDOT
is requesting a Phase I
implementation focusing on
ITIL compliant processes
‘out-of-the-box ‘.
Phase II shall focus on the
processes that require more
9
configuration and/or
customization, dependent on
vendor’s proposal.
33.
Section III: Technical The first 8 sub sections,
Specifications,
numbered 1 - 8, appear to be
pages 14 instructions and/or
descriptions. Sub-sections 9
& 10 appear to be the
sections that vendors need to
reply to; Should Vendors
respond to sub sections 1 - 8
of Section III ?
34.
Section III Technical
Specifications,
Question 9a-3,
pages 14-23
NCDOT points out if the
vendor's solution is offered
On-Prem, SaaS or
both/either.
For the response of this RFP,
can NCDOT clarify if it has a
preference for this ITSM
solution be On-Prem or
SaaS?
The vendor shall include a
response to all subsections
in Section III Technical
Specifications.
DOT IT does not have a
preference for On-Prem or
SaaS solutions.
The proposed solution shall
be evaluated on the criteria
listed on page 11.
Cost Effectiveness and
Value is weighted at 20%.
The Total Cost of Ownership
listed shall include the cost of
DOT IT to support an OnPrem solution or an SaaS
proposal.
If vendor provides an
Alternate Bids (both OnPremise and SaaS) refer
Section II, B, Item 13 on
Page 9 of the RFP.
35.
Section III Technical
Specifications,
Question 9a-3,
pages 14-23
What has been NCDOT's
experience with SaaS
projects? Are there any areas
that have caused challenges
that NCDOT would like the
potential vendors to address
?
Although NCDOT has limited
experience with SaaS
projects, NCDOT does not
anticipate any problems
using a SaaS solution as
long as the solution complies
with the state security
manual and meets the
requirements of this RFP.
36.
Section III, Question
9a-2
NCDOT is requesting 10
hours per month of remote
access administrative
support.
Yes, VPN access shall be
provided for remote support
if the solution is On-Prem.
Will the vendor be allowed
VPN access to provide
10
remote support?
37.
Section III, Question
9a-2
NCDOT is requesting 10
hours per month of remote
access administrative
support.
Remote administrative
support shall provide:
Can NCDOT elaborate on the
scope of activities to be
included in this managed
services agreement?
 Support enhancements or
technical configuration
services for release
upgrades
 Guidance and advice on
technical questions
 Maintenance assistance
on customer
configurations
 Perform day-to-day
administration work
 Observations regarding
current configurations
against best practices
 A single point of contact
to the vendor.
38.
RFP Cover Page, The cover page of the RFP
Page 1 and Section states “…the provisions of the
VI-7-j, Page 41
special terms and conditions
specific to this Request for
Proposal, the specifications,
and the State's General
Terms and Conditions shall
then constitute the written
agreement between the
parties.” However, Section
VI-7-j contemplates the
inclusion of Vendor’s License
and Maintenance
Agreements. How should
Vendor’s respond to ensure
that those agreements
become part of the final
contract?
Refer to Section V.3 (Other
Requirements and Special
Terms of the RFP.
39.
General Question
Refer to Section III.2
Technical Specifications of
the RFP.
If the parties already have a
negotiated master agreement
in place, can that agreement
serve as the license and
services agreement for the
products and services
contemplated for purchase
under the RFP? If so, how
11
should Vendors respond to
reference the existing
agreement?
40.
General Question
Certain of the contractual
provisions contained in the
RFP are not market standard
contract terms for the
purchase of commercial-offthe-shelf software licenses
and related services, how do
Vendors take exception to
those terms in their
response?
Refer to Section VI.4
(Proposal Content and
Organization) of the RFP.
41.
General Question
Vendors may propose a
SaaS product in response to
the RFP. However, the
contractual provisions
contemplate a more
traditional software license
model and does not include
the specialized SaaS terms
that would be required (and
be required to take
precedence). How should
Vendors respond to the RFP
to propose the appropriate
SaaS contract terms?
Refer to Section V.3 (Other
Requirements and Special
Terms of the RFP.
42.
Section III - a)
General - ID 1, page
14
“The DOT IT help desk
currently generates over
80,000 help desk tickets per
year.” Please provide a
breakdown of types of tickets
(SR, Incident, Change, etc.).
A breakdown of the help
desk tickets is as follows:
Section III - e)
Change
Management - ID
20, page 15
“The ITSM solution shall
identify a failed change and
calculate a warranty period
for a change request.” Please
clarify what this means. Does
the State require any type of
integration and automation, or
the State simply require a
mechanism for indicating
See question response #5.
43.
12
Password Reset
Incident
Service Request
Move, Add, Chg
Question
Tech/User Assist
Other
43%
26%
16%
7%
5%
2%
1%
failed changes?
44.
Section III - i)
Configuration
Management
Database - ID 32,
page 16
“For example, the Vendor will
differentiate automated and
manual procedures for
servers, network devices,
PCs and related information
from Microsoft SCCM data,
etc.” Please clarify what
additional data sources
beyond Microsoft SCCM fall
into the “etc.”
There are no additional data
sources at this time. The
vendor shall identify other
data sources and methods
for entering data into the
CMDB.
45.
Section III - i)
Configuration
Management
Database - ID 33,
page 16
“The Vendor shall provide
details as to how applications
and individual web services
level data associated with a
server Configuration Item will
be maintained when making
changes and upgrades to
applications running on
servers in the datacenter.
Identify the automated and
manual procedures.” Will the
State please clarify what is
meant by this requirement?
The vendor shall explain how
applications and web
services are kept current in
the CMDB.
46.
Section III - j)
Supplier, Contract &
Software Asset
Management - ID
34, , page 17
“The Vendor shall provide
details of how the ITSM
solution will comply with ITIL
v3 best practices for Supplier
and Contact Management.”
Please clarify if this should be
Contact or Contract (both
items can be tracked and
comply with ITIL v3).
See question response #8.
47.
Section III - k)
Integrations - ID 37,
page 17
“The Vendor shall describe
how the ITSM solution
integrates with Microsoft
Outlook Enterprise e-mail.”
Please clarify what level of
integration with Outlook is
required.
The solution shall describe
the integration capabilities
with Microsoft Outlook.
48.
Section III - k)
Integrations - ID 48,
, page 18
“The Vendor shall describe
the ITSM solution’s
integration with NCDOT’s
Avaya 9608 telephone used
by the NCDOT IT Service
Desk.” Please clarify what is
See question response #31.
13
The vendor shall explain
what processes and
procedures are automated
and what processes are
manual.
required of the integration
with the Avaya 9608
telephone system.
49.
Section III - m)
Reporting - ID 53, ,
page 18
“The Vendor shall provide a
list of reports that will be
available in Phase I – Out-ofbox Implementation and
Phase II – Configured
Implementation.” Is there a
list of reports that is required
for configuration?
NCDOT does not have a list
of required reports. The
vendor shall provide a list of
reports that shall be available
for both implementation
phases.
50.
Section III - u)
Implementation - ID
71, , page 21
Does “Integrate with CMDB
and CI Asset Discovery
(exclude MS SCCM data from
Phase I)” refer to any specific
tools?
There are no specific tools
that this statement
references. The solution
shall have integration
capability beyond SCCM and
the intent is to leverage
those capabilities where and
when feasable.
51.
n/a
Please clarify the anticipated
timeline for implementation
support (for example is it
expected implementation will
last one year and support will
last the two remaining
years)?
Remote adminstrative
support shall start
immediately upon successful
implementation of the
solution AND Acceptance
Criterial has been approved
by the NCDOT.
Remote administrative
support shall continue
through the terms of the
contract.
52.
n/a
Does the State have any
specific Milestone dates it
would like the Contractor to
meet?
Specific implementation
milestones shall be
determined on final
negotiations with the
selected vendor.
53.
n/a
Please clarify if the scope is
inclusive of all of the call
centers (NCDOT IT Help
Desk, DMV IT Help Desk,
DMV Business Help Desk).
Additionally, does each help
desk have different
requirements?
The scope of the RFP shall
include all Call Centers.
Please clarify what databases
and systems already exist for
There is no formal CMDB in
54.
n/a
14
The DMV Business Help
Desk shall have a unique
requriement of having their
data separated from IT data.
CMDB.
place.
55.
n/a
Please clarify if the BMC
Atrium and “What’s Up Gold”
tools are used exclusively for
scanning or actual discovery
as well.
BMC Atrium is not curently
used by the NCDOT. We do
have enterprise licenses
available if we decided to
use. ‘What’s Up Gold’ and
‘Pingdom’ tools are currently
used for monitoring
purposes.
56.
n/a
Please list the goals of the
mobile integration and SMS
(i.e., alerting, full use of
mobile tool for support,
mobile scanning for asset
entry/validation, etc.)
There are no specific goals
or requirements for mobile
integration.
57.
n/a
Please quantify the number of
environments the State is
seeking.
See technical requirements
ID 58.
58.
n/a
What portion of the user
community is included in the
Phase 1 implementation?
See technical requirement ID
1.
59.
Section s)
security on
page 19,
question 64
The link provided does not
seem to work. Can the state
please provide a working link.
See question response #24.
60.
General
In the effort to provide a well
thought out, comprehensive
response, would the state
please consider an extension
of at least a week to the due
date of this response?
An addendum will be posted
should the State consider an
extension.
61.
Appendix B: Service
Level Agreement
You note that the ITSM
solution will have a 99.8%
uptime availability. While our
solution promises a 99.5%.
Would this .3% difference
disqualify a response, or can
we make note of it in our
exceptions?
Responses should be
provided that meets the
requirements of the ITSM
Tool Implementation project
specified in the RFP.
15
The 0.3% will not disqualify
your response. You can
make note of it in your
exceptions and if selected,
we will work with you to
improve the 99.5%
62.
Section 1, pg. 6
Why is NCDOT looking to
replace the current tools?
How are these tools not
meeting your current and
future objectives?
NCDOT does not have a
comprehensive, integrated
ITSM tool. The current tools
are out of date and/or are not
easy to use. Our current
tools do not have the
capabilities of current ITSM
tool suites on the market.
63.
Section 3; 9)
Technical
Specifications; m)
Reporting; ID 54
Please clarify the following
requirement: “describe a
recommended approach to
implement architecture
compliance reporting.”
NC DOT has a reference
architecture defined for
hardware and software
version/release levels. The
expectation is the vendor
shall recommend an
approach to identify and
report systems and software
that are out of compliance to
the reference architecture.
64.
Execution Page,
Page 1
The RFP requires a
significant effort to respond to
the specifications in the detail
required in the RFP. To
develop a quality response to
satisfy the detailed and
multiple requirements we
believe most vendors will
need additional time. Will the
DOT consider a 2 week
extension to the due date?
See question response #60.
65.
Section 1 –
Introduction – Page
6
DOT’s stated goal is to
replace existing tools and
consolidate onto a single
platform. Are there other
goals, such as to reduce
costs of service, improve
customer satisfaction,
increase number of services,
or improve security?
Reduced costs, improvement
of service delivery, customer
satisfaction are always goals
and objectives.
66.
Section 1 –
Introduction – Page
6
Please provide details
regarding pain points that are
causing the need to replace
your current tools. What are
the key trigger points to
replace FrontRange HEAT
tool for the ticketing system
and OTRS change
management system? Is it
See question response #62.
16
more than a desire to have an
integrated system?
67.
Section 1 –
Introduction – Page
6
A change in platforms usually
entails a change in
processes. What are your
plans with regards to
implementing new processes
that will be necessary for
realization of the platform
value? Are you open to
additional services from your
vendor in this area?
Any reengineering of current
processes shall be handled
internally within NCDOT. If
the vendor proposes
additional services outside
the scope of this RFP, see
Alternate Bids Section II, B,
Item 13 on Page 9 of the
RFP.
68.
Section II – Bidding
If an alternative bid is
Information – Page 9 submitted, may it address a
subset of the RFP
requirements specific to what
the alternative bid entails? Or
must it address all of the RFP
requirements?
Proposals and alternate bids
must address all RFP
requirements.
69.
Section II – Bidding
Information – Page
10
Please provide details
regarding the tradeoff method
of evaluation that you will use
for Source Selection.
See section c. Evaluation
Process on pages 10-12 of
the RFP.
70.
Section II – Bidding
Information – Page
10
Who will be involved in the
down-select process of the
project? Is the Department of
Transportation or NCITS
making the decision? Or is it
a joint decision?
NC DOT is responsible for
the evaluation process and
selection of a vendor. NC
ITS is responsible for
approval/authorization to
award a contract.
71.
Section II – Bidding
Information – Page
12
What is the timeline to
develop the process changes
to implement the project?
There shall be no specific
initiative or timeline to rewrite
or make process changes.
Phase I is ‘out of the box’
implementation. The
solution shall implement
implement ITSM best
practices.
72.
Section III/Technical
Specifications -Page 13
Please provide additional
details regarding your
preference for either an on
premise or off premise (cloud
based) solution?
NC DOT does not have a
preference for an on-premise
or off-premise solution.
17
NCDOT shall be sensitive to
the Total Cost of Ownership,
quality of implementation and
overall availabiltiy of both.
73.
Section III/Technical
Specifications -Page 14
The RFP indicates that any
acquired licenses must be
transferrable at the time the
vendor is paid. We offer a
subscription based services
with our Service Management
platform that allows right of
use but not ownership. Does
the desire to re-use owned
licenses and HW preclude the
SaaS option?
The desire to re-use owned
licenses and hardware shall
not preclude the SaaS
solution.
NCDOT expects the solution
shall explain the
transportabilty and
transferabiltiy of the
proposed license agreement,
as per Section III Technical
Specifications, 2) Enterprise
Licensing, d.
74.
Section III/Technical
Specifications -Page 14
What are your plans to
communicate to the vendor
additional hardware needs as
they are defined (i.e. – higher
usage, additional storage,
etc.)?
The vendor shall accurately
and properly identify the
needed sizings which shall
be required in support of this
RFP.
75.
Section III/Technical
Specifications -Page 15
Is your expectation that the
solution delivered will
automatically calculate a
warranty period for each
change request
created/completed? Is this
warranty for the ITSM
solution only or for all Change
Requests (CR)? How many
CRs do you perform
annually? Further explanation
of requirements is requested?
See question response #5.
76.
Section III/Technical
Specifications -Page 19
How do you currently store
HIPPA, PCI, and PII
information in your system?
For example, are they in
special fields or in the general
text of tickets?
HIPPA, PCI and PII data is
currently not stored in help
desk tickets. Refer to
Requirement #65 for
additional information.
77.
Section III –
Technical
Specifications, u)
Implementation, ID
71, Page 21
Please share details
regarding what your target
(ideal) call volumes and/or
call time measurements
should be. What are they
currently?
The NCDOT help desk
creates over 80,000 tickets a
year.
The number of calls is
greater than 80,000; the
abandoned rate of calls is
over 20%.
See question response #42
for a breakdown of the ticket
18
types.
The NCDOT’s goal is to
improve these metrics.
78.
Section III/Technical
Specifications -Page 28
Please provide more details
regarding the specific
requirement for interfacing
with electronic payment
system. How many electronic
payment transactions of this
sort do you do in a month?
Why does the internal
helpdesk collect payments?
The NCDOT does not expect
the ITSM solution to process
or transmit electronic
payments.
The NCDOT expects any
data stored by the ITSM tool
shall be in compliance with
the standards listed in
Section III: Technical
Specifications; K) Electronic
Payments
***********************************************************************************************************************
3. Check ONE of the following options:
RFI has not been mailed. Any changes resulting from this addendum are included
in our bid.
RFI has already been mailed. No changes resulted from this addendum.
RFI has already been mailed. Changes resulting from this addendum are as follows:
_______________________________________________________________________
************************************************************************************************************************
Execute Addendum:
Bidder:__________________________________________________________________
Authorized Signature: ______________________________________________________
Name and Title (Typed):
___________________________________________________
Date: __________________
19