11954_Questions and Answers_Vo1.docx
DOCX document 30 KB Posted
- Attached to
- ITSM Replacement RFI
- Solicitation number
- S-73000-00011954
- Issued by
- Marion County, Oregon
About this file
This is a Questions and Answers document from the Oregon Department of Transportation (ODOT) Procurement Office regarding RFP #730-73000-0001954 for ITSM Replacement Software, issued on January 31, 2025. The document addresses questions about the system's 230 resolver group users, who perform Level 1-3 support tasks including managing service requests, incidents, work orders, asset records, change requests, and knowledge articles.
The document provides detailed usage patterns, indicating that 30% of resolvers will use the system full-time, while the remaining 70% are split between 50% and 10% daily usage. System activity is primarily expected between 6:00 AM and 6:00 PM Pacific, Monday through Friday. The document also clarifies that all questions and answers will be posted in ORBUYS for all interested parties to access.
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Other files
| File | Type | Posted |
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| 11954_Final RFI_Posted.docx | DOCX document | |
| 11954_RFI_Addendum1_Bid Open Date Changed.docx | DOCX document | |
| 11954_Vol.9_Questions and Answers__Final Posted.docx | DOCX document | |
| 11954_Questions and Answers_Vol.3~1.docx | DOCX document | |
| 11954_Questions and Answers_Vol.6_Final.docx | DOCX document | |
| 11954_Questions and Answers_Vol.7_Final.docx | DOCX document | |
| 11954_RFI_Addendum 3_Final.docx | DOCX document | |
| 11954_Questions and Answers_Vol.2~1.docx | DOCX document | |
| 11954_RFI_Addendum 2_Final.docx | DOCX document | |
| 11954_Vol.8. Questions and Answers__Final Posted.docx | DOCX document | |
| Bid Cancellation Notice - 24-175-S.pdf | ||
| 11954_Questions and Answers_Vol.4 POSTED.docx | DOCX document | |
| 11954_Questions and Answers_Vol.5_POSTED.docx | DOCX document |
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ODOT Procurement Office
ODOT Procurement Office 355 Capitol St. NE Salem, OR 97301 Telephone: 503-986-2710 Email: katie.bighill@odot.oregon.gov
| Date: | January 31, 2025 |
| RE: | RFP #730-73000-0001954 / ITSM Replacement Software |
This Questions and Answers document is ODOT’s response to questions asked by parties interested in this Request for Information (RFI). The responses are being made available to all parties interested in this RFI. This Questions and Answers document does not change or otherwise modify the RFI documents; the RFI documents can only be changed by Addendum issued on ORBUYS.
Questions and Answers, Vol #1 Q1. RFI mentions 230 users in the Resolver group (page 3).
0. What types of tasks do these folks perform and how often would they be in the system, every day, all day?
0. If not, how much of each day would they be logged in?
Response:
1.
1. Resolver groups are level 2 and level 3 support, as commonly defined in the industry, though some members operate at level 1. Members perform tasks including, but not limited to, the following:
1. Working service requests, incidents, and work orders through their lifecycle
1. Managing asset records through their lifecycle
1. Submitting, reviewing, approving, and managing change requests through their lifecycle (once change management is implemented)
1. Submitting, editing, reviewing, approving, and managing knowledge articles through their lifecycle (once knowledge management is implemented)
1. An estimated 30% of resolvers will be in the system 100% of their workday. The remaining resolvers (70%) are estimated to be split evenly between spending 50% and 10% of their day in the system.
Additional context on time of day: the use of the system is expected primarily, though not exclusively, to occur between the hours of 6:00 AM and 6:00 PM Pacific, Monday through Friday.
Q2. What is the protocol for sharing questions asked? Are we able to see questions asked by other proposers?
Response:
0. All questions and answers will be posted in ORBUYS for all to access and view.
***End of Document*** Page 2 of 3 Q & A #1 RFI S-73000-0001954 image1.wmf
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