Attachment L12 - Service Category 12 Response.docx

Digital Security Solutions RFP No. 24-43230000-RFP Attachment L12 – Service Category 12: IT Service Management (ITSM)

Respondent Name: Respondent Name Goes Here Solution Name: Solution Name Goes Here

Respondent Instructions:

· Respondents shall use this Attachment as provided to respond. Altering character count limits or any other restriction or control may result in a Respondent being found non-responsive.

· Names. Respondents must provide their name and the proposed Solution name in the spaces above.

· Section 1 Prompts. Section 1 of this attachment provides prompts. The Respondent shall provide a response to prompt 1 and should provide responses to prompts 2 through 8. Prompts are indicated by red text followed by a response block.

Prompt 1 has a maximum of 3000 characters. Prompts 2 through 8 have a maximum character limit of 500. Respondents who submit responses outside of the maximum character limit may be deemed non-responsive. Any additional files, links, or other information provided outside the response block will not be considered for evaluation.

Scores will be assigned by each individual evaluator in accordance with Attachment C, Evaluation Criteria. Prompt 1 is worth a total of 5 points. Prompts 2 through 8 are worth a maximum of 4 points total. An individual Evaluator’s score of the technical response for a proposed Solution will be calculated by the following:

Evaluator’s Prompt 1 score + (Sum of the Evaluator’s Scores for Prompts 2-8 / 7) = Evaluator’s Technical Response Score .

· Section 2 Terms and Conditions. Section 2 of this attachment provides a space for the Respondent to include any Service Level Agreements (SLA) or additional terms and conditions that apply to the proposed Solution. Neither the SLAs nor the additional terms and conditions will be considered for evaluation.

· Definitions. Definitions contained in Attachment A, Statement of Work, are incorporated by reference.

Section 1. Prompts.

Prompt 1: ITSM Solutions are designed to streamline the delivery and management of IT services by providing a structured approach to incident management, problem resolution, change control, and service request fulfillment. The Solution should support automation, self-service capabilities, and detailed reporting on service levels.

Please describe how Respondent’s proposed Solution meets the above prompt in the field below.

Prompt 1 Response Goes Here

For the prompts below (indicated by red text followed by a response block), the Respondent should provide details on if and how the Solution meets the identified technical capabilities and features.

Prompt 2: Automated Incident Management Workflows – Solution should detect, categorize, and prioritize IT incidents based on predefined rules. The system should support automatic escalation and notification of incidents to the appropriate teams.

Please describe if and how Respondent’s proposed Solution meets this above prompt in the field below.

Prompt 2 Response Goes Here

Prompt 3: Self-Service Portal – Solution should enable end-users to submit service requests, track the status of requests, and access knowledge base articles for self-help. The portal should integrate with automated fulfillment workflows, reducing the need for manual intervention.

Please describe if and how Respondent’s proposed Solution meets this above prompt in the field below.

Prompt 3 Response Goes Here

Prompt 4: Change Management Tools – Solution should include request and approval workflows, risk assessment for changes, and automated enforcement of change windows and rollback plans.

Please describe if and how Respondent’s proposed Solution meets this above prompt in the field below.

Prompt 4 Response Goes Here

Prompt 5: Configuration Management Database (CMDB) – Solution should track all configuration items (CIs) within the IT infrastructure, including hardware, software, networks, and cloud assets. The CMDB should map dependencies between CIs and provide insights into potential impact during incident resolution or change requests.

Please describe if and how Respondent’s proposed Solution meets this above prompt in the field below.

Prompt 5 Response Goes Here

Prompt 6: Service Level Management – Solution should define, monitor, and report on Service Level Agreements (SLAs). The system should automatically calculate performance metrics such as response time, resolution time, and service availability, and provide real-time dashboards.

Please describe if and how Respondent’s proposed Solution meets this above prompt in the field below.

Prompt 6 Response Goes Here

Prompt 7: Pre-Buit Integrations – Solution should include monitoring tools, security platforms, and asset management systems to provide full visibility into the health and performance of IT services.

Please describe if and how Respondent’s proposed Solution meets this above prompt in the field below.

Prompt 7 Response Goes Here

Prompt 8: Integration of CTI Data Feeds – provide insights into security incidents or vulnerabilities that could affect IT service delivery, allowing ITSM platforms to correlate service disruptions with known global security threats.

Please describe if and how Respondent’s proposed Solution meets this above prompt in the field below.

Prompt 8 Response Goes Here

Section 2. Service Level Agreement or Additional Terms and Conditions.

Respondent shall include any Service Level Agreements (SLAs) or additional terms and conditions that apply to the proposed Solution in the following text boxes. The text boxes below have a maximum character limit of 32,672 characters. The information provided in the text boxes below will not be scored but will be incorporated into the final Term Contract documents as an exhibit.

Any Applicable SLA Goes Here Any applicable Addtional Terms and Conditons Goes Here