20252004_A1_IT Service Management Platform~1.pdf

Request for Information

IT Service Management Platform

Solicitation No. RFI 20252004

Due Date and Time:

Wednesday April 9, 2025

2:30pm PST

CITY OF EUGENE

Central Services Finance Division/Purchasing

500 East 4th Avenue, Suite 303 Eugene, Oregon 97401

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I. INVITATION TO SUBMIT INFORMATION

INVITATION TO SUBMIT INFORMATION

Notice to Suppliers Letters of Interest, including high-level price range information for IT Service Management Platform will be accepted by the Purchasing Office until Wednesday, April 9, 2025 at 2:30PM. This Request for Information (RFI) may directly result in a contract award.

Project Description The City of Eugene is requesting Letters of Interest from suppliers that provide a Service Management Platform that can:

• Serve as a centralized Service Desk and Asset Management solution.

• Provide robust reporting capabilities, including configurable dashboards, SLA monitoring, and customizable metrics.

• Enable seamless CMDB integration with automated data synchronization from systems like

Active Directory, SCCM, Intune and other third-party inventory tools.

• Support automated hardware and software asset management workflows, lifecycle tracking, and vendor integrations.

• Include a self-service portal for ticketing, requests, and knowledge base access, with customizable branding.

• Align with ITIL standards and provide out-of-the-box ITSM workflows for incident, change, and problem management.

The City wishes to compile information about suppliers who can provide these services and establish a budget and a list of suppliers for consideration.

After reviewing the Letters of Interest submitted in response to this RFI the City may, in its sole discretion, invite selected Offeror(s) to demonstrate the functionality of their offered software. Provide a sample demonstration agenda, including the recommended amount of time to review modules and/or core software functionalities and features.

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Solicitation Documents Solicitation documents may be examined electronically by logging in to OregonBuys. To view City of Eugene solicitations:

• Scroll to “Supplier Activities”

• Click the “Open Bids” icon

• Click the “Advanced Search” button

• Click “Select Organization”

• Select “City of Eugene”

• Click “Search”

• Click the Bid Solicitation number to view solicitation details and documents

A copy of the Solicitation may also be obtained by emailing the Purchasing Analyst shown below.

Offerors shall submit an electronic response, including Letter of Interest and accompanying information, in PDF format via email to the Purchasing Analyst referenced below.

Letters of Interest with all accompanying information shall be submitted before the due date and time specified in the Request for Information.

Dated: 2/6/2025

Drew Pryor Purchasing Analyst dpryor@eugene-or.gov https://oregonbuys.gov/bso/ mailto:Mhahn@eugene-or.gov

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II. INSTRUCTIONS TO OFFERORS

1. Fill out and return the attached Standard Request for Information Form with Offeror Letter of

Interest and responses to the questions outlined in Section IV. Questions for Offerors.

2. Offerors shall submit an electronic response, including Letter of Interest and accompanying information, in pdf format by emailing the City’s Purchasing Analyst.

Letters of Interest with all accompanying information shall be submitted before the due date and time specified in the RFI. Offeror shall bear all risks associated with delays in email or file sharing services.

3. Letters of Interest may be withdrawn by written notification on company letterhead signed by an authorized person and received prior to the deadline for submitting Letters of Interest.

4. This RFI does not commit the City to pay any costs incurred by any Offeror in the submission of Letters of Interest.

5. PUBLIC RECORDS: This RFI and one copy of each Letter of Interest received in response to it, shall be kept by the City of Eugene Purchasing Office and made a part of a file or record which shall be open to public inspection, excepting any information that is considered trade secret under ORS 192.501(2), each sheet of such information must be marked with the following legend:

“This data constitutes a trade secret under ORS 192.501(2), and shall not be disclosed except in accordance with the Oregon Public Records Law, ORS 192.”

The Oregon Public Records Law exempts from disclosure only bona fide trade secrets, and the exemption from disclosure applies only "unless the public interest requires disclosure in the particular instance." ORS 192.501(2). Therefore, non-disclosure of documents or any portion of a document submitted as part of a letter of interest may depend upon official or judicial determinations made pursuant to the Public Records Law.

6. Questions or clarification requests shall be submitted by email to the City’s Purchasing Analyst no later than 3:00PM Tuesday. April1, 2025. Contents of questions and clarifications should include a reference to the page or item being addressed, the reason and any proposed alterations. The City may limit the number of responses it provides in response to Offerors’ questions. Therefore the City asks Offerors to prioritize questions asked. Do not include questions with the response to the

RFI.

7. Statements by City staff or its representatives are not binding on City, unless confirmed by written addendum. Addenda will issue and Offerors shall receive Addenda as follows: City will not mail notice of Addenda but will publish notice of any Addenda on OregonBuys. Addenda may be downloaded from OregonBuys. Interested Offerors should frequently check OregonBuys until closing.

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III. REQUIREMENTS / SPECIFICATIONS

Introduction

The City of Eugene is evaluating potential Service Management Platforms to replace its current ITSM solution, which does not meet existing operational needs, particularly in reporting, automated workflows, and CMDB maintenance.

Project Description

The selected platform must:

• Serve as a centralized Service Desk and Asset Management solution.

• Provide robust reporting capabilities, including configurable dashboards, SLA monitoring, and customizable metrics.

• Enable seamless CMDB integration with automated data synchronization from systems like Active Directory, SCCM, Intune, and other third-party inventory tools.

• Support automated hardware and software asset management workflows, lifecycle tracking, and vendor integrations.

• Include a self-service portal for ticketing, requests, and knowledge base access, with customizable branding.

• Align with ITIL standards and provide out-of-the-box ITSM workflows for incident, change, and problem management.

The platform must be fully compatible with Microsoft environments, including Azure AD, Power BI, Teams, and Office 365 integrations. Additionally, the system must:

1. Automate asset discovery, lifecycle management, and reporting.

2. Offer integration with existing tools like Microsoft Defender, SCCM, and CrowdStrike.

3. Facilitate customization of workflows, dashboards, and ticket management processes.

Technical Environment

The City operates in a Microsoft-centric environment with:

• Over 1,800 endpoints and 350 servers.

• Microsoft Defender, SCCM, and Azure-based tools for endpoint and cloud management.

• Compliance requirements: HIPAA, CJIS, PCI.

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IV. QUESTIONS FOR OFFERORS

(Submit responses with Letter of Interest)

1. How will you monitor progress and performance on the account? What specific KPIs will you track, and how frequently will reports be provided?

2. How will you notify us of updates, new features, or upcoming changes to the platform? Will there be a dedicated communication channel or portal for these updates?

3. Will we have a dedicated account manager? What is their role in ensuring prompt resolution of escalations or urgent issues? What is the response time for high-priority escalations?

4. How do you align your platform’s roadmap with our business goals? What process is in place for gathering and addressing customer feedback?

5. What tools or processes do you use to gather post-implementation feedback and ensure continuous improvement based on our evolving needs?

6. Can your platform integrate with third-party logistics systems? What level of customization is required to support those integrations? Are pre-built connectors available? Please provide a list of vendors.

7. How do you manage and maintain multi-vendor integrations, such as with CRM, ERP, or HR systems, especially when updates are made to any of those systems?

8. Does your platform provide native integration with external asset tracking systems? How do you handle synchronization and ensure the integrity of asset data across systems? Please provide a list of vendors

9. How do you handle data mapping and synchronization across third-party platforms to ensure consistency in information? Can you describe any mechanisms that prevent data conflicts or loss?

10. Can you provide a detailed example of how automated workflows (e.g., approval processes) are customized for specific business units or departments within an organization?

11. How are external systems (e.g., monitoring or ticketing tools) used to trigger automated workflows within your platform? Are there any latency or performance considerations?

12. Is your platform fully compatible with Microsoft Active Directory for managing single sign-on and user provisioning? How is group-based access control implemented in your system?

13. What specific Microsoft Azure services (e.g., Azure AD, Power BI, Microsoft Teams) does your platform integrate with, and how does it leverage these services to enhance its capabilities?

14. How does your platform perform in hybrid environments where both on-premises Microsoft infrastructure (e.g., Windows Server) and cloud services (e.g., Office 365) are in use? Can you share any case studies?

15. What measures are in place to ensure that changes to the Microsoft environment (e.g., security patches, feature releases) do not disrupt platform performance? How is compatibility tested?

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16. Can the self-service portal be branded to match our organizational identity, including custom logos, colors, and layouts? Is this possible across multiple departments?

17. Can the self-service portal dynamically suggest knowledge base articles or categorize incidents based on user input? What machine learning or AI capabilities are in place to support this?

18. How does your platform visualize relationships between configuration items (CIs) in the CMDB, and how does it assess the impact of changes or incidents on these items?

19. What mechanisms are in place to ensure knowledge articles remain up-to-date and relevant? Can end-users provide feedback or report outdated information on knowledge articles?

20. Does the platform use assets as the center of support workflows? Provide examples of how asset-centric support is implemented.

21. What customization options are available for the email templating system? Provide examples of pre-built templates and customizable workflows.

22. How does the platform determine pathways for ticket assignment via SNMP or email? Include examples of configuration workflows and supported automation.

23. What is the migration process for transitioning to the platform? Provide step-by-step details and examples of successful migrations.

24. How does search work in the platform? Include details on indexing, advanced filtering, search optimization, and limitations.

25. Does the platform support OCR for documents? Provide examples of supported formats and use cases, including integrations with other tools.

26. Provide a comprehensive list of available APIs and integrations, along with relevant documentation or use cases.

27. Who can create tickets within a project? Describe role-based permissions and workflows that govern this capability.

28. What external project management tools does the platform integrate with? Provide examples of successful integrations and scope.

29. Is the platform’s iconography customizable? Provide examples of flexibility for branding or UI customization.

30. How does the platform support change management for multiple CIs in a single submission? Provide workflow and approval process examples.

31. What does the workflow for change request creation entail? Include detailed steps or visuals.

32. What ad hoc query capabilities are available in the platform? Provide examples of query tools, configurations, and outputs.

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33. What methods does the platform support for data export? Include examples of export formats and tools used for integration.

34. What tools does the platform integrate with to map assets and CIs? Provide a detailed list and examples of successful integrations.

35. How does the platform manage 1:1 and 1:Many asset relationships? Provide examples and data structure details for these scenarios.

36. How does the platform handle dependencies between CIs? Include examples of dependency tracking, alerts, and impact analysis tools.

37. How does the platform generate and manage automated alerts for system downtime? Include examples of alert types and escalation paths.

38. Does the system include a vendor database? Provide details on initial population (e.g., bulk upload) and ongoing maintenance automation.

39. How does the platform support ticket generation from system alerts? Provide workflow descriptions and examples of use cases.

40. How does the platform manage bulk actions (e.g., employee departures)? Provide examples of workflows and outcomes.

41. What built-in dashboards are available, and how can users create their own? Provide examples of customization capabilities.

42. What advanced customization options are available for reporting? Provide examples of tailored reports and configurations.

43. How does the platform support log and ticket searches? Include details on search functionality, filters, and known limitations.

44. How does the platform integrate with Office 365 and Azure? Provide examples of workflows or use cases for these integrations.

45. Does the platform integrate with Office apps (e.g., Outlook, Teams) to attach communications automatically? Provide examples of automated workflows.

46. Is there an Outlook plug-in for support functionality? Include details on configuration and features.

47. What ticketing systems does the platform integrate with? Provide examples of integrations and their capabilities.

48. Does the platform support EntraID for authentication? Provide examples of configurations and environments.

49. Does the platform support SAML integration with Azure? Provide examples of deployment scenarios and configurations.

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50. What is the level of granularity for access permissions within the platform? Provide examples of permission configurations and roles.

51. How does the platform enable workflow management and editing? Provide examples of common workflow changes, tools used, and any customization limitations.

52. What features does the backend interface for workflow management offer? Provide detailed descriptions or screenshots.

53. Does the vendor offer pre-built workflows? Provide a list of workflows and examples of environments where they have been successfully implemented.

54. How do the vendor’s pre-built workflows align with workflows in organizations similar to ours?

Provide examples or case studies.

55. How does the platform align with ITIL standards? Provide specific examples of ITIL processes that are built into the platform.

56. How customizable is the front end for controlling services presented to end users? Provide examples of customization scenarios.

57. How are user permissions configured to limit ticket types and service requests? Provide examples of granular role-based setups.

58. How does the platform track approval processes? Include details on notifications, escalation mechanisms, and visibility for pending approvals.

59. How does the platform manage stuck or unactioned approvals? Provide examples of workflows for resolving such scenarios.

60. What mechanisms (e.g., reports, alerts) does the platform provide to ensure tickets don’t get stuck?

Provide examples.

61. What reporting and dashboard capabilities are available to track stuck tickets? Provide examples of visualizations.

62. What SLAs are pre-configured in the system, and how are they tracked? Can custom SLAs be created?

63. How are custom reports created to tie into SLAs or customer SLAs? Provide examples of configurations and processes.

64. What customization options are available for end-user views? Provide examples of configurations and any usability limits.

65. What channels are available for end users to check ticket status? Include examples of automation features and user experiences.

66. How does the platform support automation for ticket status updates? Provide examples of notifications and delivery channels.

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67. Can the system export incident and asset data directly to Power BI for dashboard creation? Provide an example use case.

68. What pre-built export connectors and supported data formats are available? Provide a detailed list and examples of successful implementations.

69. Describe the data validation workflow, including error detection and correction processes, and provide examples of validation rules.

70. Does the platform support financial code validation? If so, can validation rules be customized? Provide examples of configurations supporting financial audits.

71. Can the platform present granular asset assignments by department or employee via dashboards or reports? Describe how the data is updated (e.g., manually or via automation).

72. What standard metrics are included in the reporting system? Provide a complete list with definitions and examples of customizable metrics configurations.

73. How are TTR metrics calculated and displayed in dashboards? Provide examples of visualizations and use cases.

74. How does the system enforce consistent hardware terminology? What mechanisms (e.g., standard libraries, validation rules) are used?

75. Can the platform identify and present software hosting details (e.g., server name, on-premises, endpoint)? Provide examples of the data and visualization format.

76. What is the reporting capability for the asset lifecycle? Include examples of built-in reports for different user groups.

77. Can you describe the specific encryption methods used for data at rest and data in transit, and how are encryption keys managed? Are you able to provide encryption standards (e.g., AES-256)?

78. Besides SOC-2 compliance, which additional security certifications (e.g., ISO 27001, HIPAA) does your platform adhere to, and how often are audits performed to maintain compliance?

79. How quickly are critical security vulnerabilities patched in your platform, and what is the average time between identifying a vulnerability and releasing a fix? Can you provide past examples?

80. Does your platform generate granular security event logs? How are these logs integrated with third-party SIEM solutions, and how configurable are they to meet specific security monitoring needs?

81. How does the company manage platform security? Include details on data protection measures, access controls, and relevant certifications.

82. Where is platform data stored? Provide details on data residency, geographic locations, and compliance with regulatory standards.

83. Are there any terms in our standard SaaS agreement (provided in the RFP) that you are unable to comply with? Please specify these terms and provide any necessary redlines.

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84. In scenarios where data is shared with third-party systems, how do you ensure that we retain full ownership and control of that data? What steps are taken to prevent unauthorized access?

85. How does your platform comply with international data residency requirements, particularly for organizations that operate in multiple countries? Can data be restricted to specific regions or data centers?

86. In the event of a platform downtime or data breach, what liability limits are outlined in your standard contracts? Are there provisions for service credits or penalties, and how flexible are these terms?

87. Does the platform offer ADA compliance for end users and back-office staff? Provide details on specific features and standards met.

88. Are end-user views ADA-compliant and optimized for various devices? Provide details on accessibility features and device compatibility.

89. How does the platform manage contract renewals and expirations? What automated alerts or dashboards are available for tracking these events?

90. What contract lifecycle management features are supported (e.g., creation, approval, monitoring, renewal)? Provide specific examples.

91. What external contract management systems does your platform integrate with? Provide details and examples of data exchange and integration outcomes.

92. What is the structure of your 24x7x365 support offering? Are there different levels (e.g., Tier 1, Tier 2, Tier 3), and how is escalation handled between these levels?

93. What is the guaranteed response time for critical issues (e.g., P1 or system-wide outages), and what percentage of issues are typically resolved within those timeframes?

94. Are there caps on the number of support tickets or phone calls we can submit per month? If so, what are the limits, and how is overage charged?

95. How does your team handle proactive monitoring of our environment? What types of alerts or notifications will we receive for potential issues, and how are these handled before they escalate?

96. What mechanisms does the platform provide to notify users of service downtime? Include examples of notifications and escalation workflows.

97. What resources does the support community for platform administration offer? Include details on forums, knowledge bases, and channels for interaction.

98. How can users interact within the support community? Are there peer-to-peer support forums, vendor-led sessions, or other interactive mechanisms?

99. Can you provide a detailed breakdown of your user/role-based pricing model, including the specific capabilities and limitations for each role? What is the price per license for each role type, and are there volume discounts?

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100. Are there any additional fees associated with integration to third-party systems (e.g., Active Directory, ERP tools, or monitoring systems)? Please provide a full list of potential add-on costs.

101. What are the annual maintenance or support fees, and how are these costs calculated (e.g., a percentage of subscription cost, fixed rate)?

102. Do you offer volume-based pricing tiers, and if so, what are the specific discount levels for different volumes? Can you provide examples of how pricing scales for 100, 500, or 1000+ users?

103. Over a five-year period, what would the total cost of ownership (TCO) include (e.g., licensing, support, implementation, training, custom integrations)? Can you provide an estimated TCO model for our organization?

104. What are the staffing requirements to support the platform? Provide examples for organizations of varying sizes and workloads.

105. What are the recommended team size, roles, and hours per role for platform management? Provide examples based on organizations of different sizes.

106. How are resource requirements for platform management calculated? Include any formulas or tools used to estimate needs based on ticket volume or user count.

After reviewing the Letters of Interest submitted in response to this RFI the City may, in its sole discretion, invite selected Offeror(s) to demonstrate the functionality of their offered software. Provide a sample demonstration agenda, including the recommended amount of time to review modules and/or core software functionalities and features.

Required Submittals Initials

Letter of Interest

Signed Standard Request for Information Form

Completed Questions For Offerors Form

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IV. STANDARD REQUEST FOR INFORMATION FORM

Due Date and Time: 4/9/2025 2:30PM

I, the undersigned, and authorized representative of ________________________________ (Firm Name) which is a sole proprietor __________, partnership __________, or corporation __________ have read and thoroughly understand the specifications, the RFI instructions, and all other conditions of the Request for Information solicitation as well as all addenda issued for this solicitation by the City of Eugene for IT Service Management Platform and agree that the information submitted is accurate and correct.

Name: Title:

Signature: Date:

Company Name:

Tax ID Number (TIN): ___________________________________________________________

Address:

Phone: Fax:

E-mail Address: ________________________________________________________________

Company contact for this project (if different from above):

Name: Title: ______

Phone: E-mail:__________________________________