20252004_A2_IT Service Management Platform_Addendum 2.pdf
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- Attached to
- 20252004 IT Service Management Platform
- Solicitation number
- S-KE0010-00012772
- Issued by
- Lane County, Oregon
About this file
This document is Addendum No. 2 to a Request for Information (RFI) issued by the City of Eugene Central Services Finance for an IT Service Management Platform (RFI #20252004). The addendum provides detailed responses to potential proposers' questions about the procurement, covering critical aspects such as current system capabilities, licensing requirements, and implementation expectations. Key details include the city's current environment of 1,500 employees with 75 concurrent backend licenses, using EasyVista Service Manager, Excel, and PowerBI, with approximately 2,000 active tickets and a single service catalog of 65 items.
The city seeks a new IT Service Management Platform with low customization, emphasizing integration capabilities and minimal complexity. Noteworthy requirements include high importance placed on a responsive mobile app (rated 10/10), Microsoft Teams integration (10/10), and AI capabilities (8/10). The current data migration scope is approximately 30 GB, with around 550 knowledge articles. The city is particularly interested in understanding vendors' licensing structures, implementation approaches, and solution capabilities, especially regarding asset discovery tools and proactive process identification. The RFI indicates the city is open to exploring various solution approaches without mandating a specific pricing model, instead seeking comprehensive understanding of potential vendor offerings.
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Date: Monday March 24, 2025 To: All Potential Proposers From: Drew Pryor, Purchasing Analyst Subject: RFI, 20252004, IT Service Management Platform
ADDENDUM NO. 2
The solicitation referenced above is amended as follows.
Responses received to questions and requests for more information from potential proposers are below:
• How many seats of each type (Named/Concurrent) do you have with your current solution?
o 75
• Are these numbers satisfactory as far as providing high level pricing for a proposed solution? If not, please provide.
o Yes
• On a scale of 1-10 how important is AI in your new platform?
o 8
• On a scale of 1-10 how important is a responsive mobile app o 10
• On a scale of 1-10 how big of a user of MS Teams is the City?
o 10
• Pg. 8, question #47 – Asks what ticketing systems does the platform integrate with? Do you have specific ticketing systems that you are inquiring about?
o JIRA, but that is at the department level and not currently deployed across the org. Org uses on board system in Service Manger
• Questions 59 and 60 appear to be almost identical. Just confirming that you are looking for answers to both.
o These are related but different. One is to learn about reporting and resolution processes, the other is to learn about whether the system is proactive in identifying troublesome processes.
• Question 83 refers to the City of Eugene’s standard SaaS Agreement. I do not see this agreement in the RFI document. I also went back to OregonBuys and do not see the agreement there. Also, the question itself refers to an RFP and this is an RFI. In my experience, providing redlines to agreements is super rare so I am curious if this question is not supposed to be here. If it is, how do I access the agreement?
o Correct, this is an RFI and should be responded to as such. You can ignore this question.
• Which is the currently used ITSM, Reporting, CMDB tool at CoE:
o EasyVista Service Manager, Excel, PowerBI, EasyVista Service Manger with syncs. Netbox is being explored for Network.
• What is the total user count, What is the count of support Agents:
o 1500 employees at the city. 75 concurrent licenses for backend.
• Request for Current BoQ to analyze and propose the right solution with right quantity:
o We can provide this later in the engagement process.
• Does CoE expect implementation of Asset Discovery tool:
o We would like to know your capabilities.
• Who will procure the tool licenses:
o If not internal to your company, City of Eugene.
• Knowing this is a RFI, Does CoE expect the bidders to propose fixed price or Manday rate:
o We are interested in the structure of your licensing and basic understanding of cost.
• Does COE expect the bidder to propose license quote of the OEM tools:
o N/A
• If CoE wish to migrate data from legacy system to new, kindly share the data size to be migrated as below:
o 30 GB.
• Ticket size:
o ~ 2000 active tickets.
• Service Catalogues:
o Single service catalog of 65 Catalog items.
• Knowledge Articles count:
o ~ 550.
• SLA count:
o N/A.
• What level of customizations is expected in new system:
o We are interested in low customization.
• How customized is current system:
o 4 on a scale of 1 to 5.
All other specifications, terms and conditions remain unchanged.
File details come from the government source that posted it. Updated .