B-53319 ERP Production Support RFP ~2.docx

Department of Innovation and Technology Request for Proposal ERP Production Support

26-448DOIT-INFOT-B-53319

Section A. SCOPE OF WORK

A.1. OVERVIEW AND PURPOSE

The State of Illinois Department of Innovation and Technology (DoIT) seeks proposals from qualified Offerors who can provide continuous support to monitor, maintain, and enhance (as necessary) all SAP applications and modules as listed in Attachment A – Applications List. At the conclusion of this solicitation, a single agency specific contract will be awarded by DoIT, encompassing all services and requirements outlined within this RFP, as well as any subsequent Enhancement Release SOWs, which will be governed by the terms of the resulting Contract. While the contract will be awarded through DoIT, the awarded Vendor will work with DoIT, End User Agencies, and Third- Party Vendors to provide the requested services. The goals of the resultant contract are:

A.1.1. To award a maintenance and operations (M&O) and enhancements services contract for a ten 10 year term, which covers all services as indicated within this RFP. The State desires a fixed monthly rate for all services with the exception of Enhanced Process Improvement (EPI) Project Support.

A.1.2. To ensure that the services, staffing, and resources required to manage Maintenance and Operation Support; troubleshoot and address defects; identify, design, build, and deploy enhancement releases; administer and document testing; identify and document requirements are provided effectively throughout the contract life cycle; manage infrastructure operations; provide oversight in management of operations; monitoring performance to ensure stable and usable system; identifying value added opportunities. Services shall be aligned with State of Illinois processes and functionality utilized by ERP Applications – see Attachment B - Customizations.

A.1.3. To ensure that the services, staffing, and resources required to identify, design, build, and deploy Enhanced Process Improvement (EPI) Support are provided according to the terms of the resulting contract, throughout the entire contract life cycle.

Please note, a list of EPI has not yet been formally conceived, see section A.5 for details. DoIT ERP team will identify and work in collaboration with the selected Vendor to identify appropriate and necessary EPI. Resources may be needed for various EPI Support purposes, including but not limited to further enhance existing modules, implement S/4 for Finance, upgrade BODS for analytics and reporting, and to ensure data integrity and prepare for future HCM modular utilization (full payroll roll out). EPI can be identified at any point during the contract term depending on the functional and technical needs of DoIT.

A.2. DESIRED OUTCOMES OF THIS PROJECT/ENGAGEMENT

DoIT requests proposals from qualified Offerors to provide routine and standardized M&O services as well as development of Enhanced Process Improvements (EPI) as identified throughout the contract term. Offerors shall leverage the included attachments and exhibits of this RFP to gain a full understanding of the scope, scale, and complexity of the Services for which this RFP applies.

Services:

The scope of this Request for Proposal (RFP) is broken down by Service Domains, as well as associated subsections. The below sections identify overall responsibility coverage for the awarded Vendor.

Section

Service

The below sections include summary level of service activities identifying where overall Lead responsibility falls. Offerors shall leverage the included attachments and exhibits of this RFP to gain a full understanding of the scope, scale, and complexity of the Services for which this RFP applies. Additional expanded detail level (by Service/by Subservice/by Activity/by Resource Type) can be found in Attachment C – Requirements and Responsible, Accountable, Supportive, Consulted, Informed (RASCI) Matrix.

A.2.1 Administration

Service Delivery Management

Service Delivery Management The awarded vendor shall cover the contract in alignment with ERP State Processes.

The awarded vendor shall provide a program manager to ensure successful management throughout the contract life cycle. As part of project management services, the program manager will be responsible for overseeing deliverables management, change management, staff management, governance, contract management, and document management. Program manager will communicate and coordinate with the DoIT ERP Director, or designee, to satisfy all the services and service level requirements of the resulting contract.

The awarded vendor will be responsible for oversight and assignment of Production Support resources providing M&O services. This will include ensuring production support activities are efficiently, effectively, and timely completed. Training shall be coordinated for all Production Support resources in accordance with State/ERP procedures and processes. Program management shall be maintained in connection with State ERP Program Managers to provide quality service to the State ERP program.

A.2.2 Artifact Management

Subservice for A.2.2 Artifact Management

Lead

Training Materials

The ERP Program has numerous artifacts that have been developed over the life of the Program that will be required to be updated as part of any changes made via the Incident Management and Application Enhancement processes. If necessary, new artifacts will have to be created. The awarded Vendor shall collaborate with appropriate State ERP Managers, State Functional Experts, and when applicable End User Agencies to conduct the activities necessary to develop, document, and manage applicable application requirements. These activities include but are not limited to:

· Developing the general concepts and associated goals of the change request;

· Developing relevant and appropriate high-level requirements;

· Developing detailed requirements (including user stories, test cases, etc.);

· Reviewing and revising requirements based on stakeholder (e.g., end-user) feedback; and

· Ensuring consistent and uniform application and compliance with the expectations identified by State ERP Policy.

Artifacts are owned by the State of Illinois but maintained by the vendor, and are as follows:

Formal Documentation The awarded vendor will be responsible for creation and updates to formal documentation. Formal documentation changes must follow ERP Change and Documentation guidelines.

· Business Process Documents (BPD)

· maintain and update documentation for Finance Business Processes followed in production.

· Configuration Rationale Documents (CRD)

· maintain and update documentation for Finance Configurations in production.

· Functional Specification Documents (FSD)

· update documentation for all Finance and HCM RICEFW objects that are in production.

· Configuration Workbooks

· maintain and update documentation of configuration for all HCM modules in production.

· Security Matrix

· maintain and update documentation for HCM and Finance permissions, roles and groups.

· Data Dictionary

· maintain and update documentation for all HANA views and respective fields with definitions for both Finance and HCM.

· Technical Specification Documents (TSD)

· maintain and update documentation for all Finance and HCM technical components in production.

· Data Analysis Report (DAR)

· maintain and update documentation for all Finance and HCM interface build components in production.

Operations Runbooks The awarded vendor shall develop and maintain a comprehensive, step-by-step procedural guide that outlines the tasks and their dependencies for managing, supporting, and operating the technology infrastructure and applications. The Runbook shall also detail the actions that need to be taken in response to specific events, alerts, or incidents. The Runbook will be expected to be updated when necessary, so that it always reflects the current state. The Runbook shall identify Production Support, Maintenance and Change Control procedures in alignment with State ERP processes.

Training Materials The ERP Program also has a significant inventory of training materials. The awarded Vendor shall assist ERP staff for preparation of/updates to training materials.

A.2.3 Application Enhancement

Subservice for A.2.3 Application Enhancement

State Initiated Changes

State Initiated Changes

The awarded Vendor shall investigate, research, build detailed specs, develop, test, promote, document and support application enhancement activities.

State Initiated Changes The awarded Vendor shall support the design and development/configuration of any enhancements as requested by DoIT. Specific activities include but are not limited to:

· Collaboration with State ERP on required changes, maintain/update formal documentation, and provide PMO oversight for change request LOE (contract hours alignment).

· Coordinate/Work/Test/Document

· Administer Development

· Administer Configuration

· Perform Table Updates

· Perform Workflow Updates

· Perform Business Rule/Code Updates

· Conduct and Document Testing

· Maintain and Document Required Approvals

· Administer Release Management

· Manage Application Transports and Changes

· Load Vendor Patches and Upgrades

· Perform Post Validation for Vendor Patches, Upgrades, and Releases

The awarded Vendor will be responsible to support changes made to the SuccessFactors modules and ensure they meet State accessibility requirements.

Upgrades and Patches The awarded Vendor will be responsible for identification and administration of SAP application software updates and patches. The awarded vendor’s responsibility will include:

· Researching to determine relevance to ERP Program,

· Providing recommendations to improve system functionality,

· Updating documentation for changes implemented,

· Moving changes through all environments,

· Testing and troubleshooting (as necessary).

A.2.4. Application Testing

Subservice for A.2.4 Application Testing

Testing Administration The awarded Vendor will provide testing services for all approved changes and releases. To support these services, the Vendor is responsible to develop, update, maintain, and execute test scripts aligned with ERP State system processes. The awarded Vendor will perform and document the testing aligned with the methodology set forth by ERP program management based on the type of testing.

Defects and Changes/Enhancements – Functional/Technical/Security The awarded Vendor will be responsible to coordinate, execute and manage all testing for custom code changes, defects and application changes/enhancements. Testing is required to go through two cycles (i.e. environments).

· The first cycle of testing shall be completed in the Development Environment. The awarded vendor is responsible to document, complete and approve the testing.

· The second cycle of testing shall be completed in the Quality Environment. The awarded vendor will document and complete testing and then send for State ERP Functional Experts (or designee) for review and approval.

Note: Robotic Process Automation Bots do not have a development environment. Therefore, testing is completed in Quality environment only, unless performance issues are identified. When performance issues are identified testing is also required in Verification environment.

Patches and Upgrades Finance Monthly Maintenance and Patch Updates The awarded Vendor will be responsible to coordinate with SAP to identify needed/ recommended patches and system updates, and upon systems availability performs system validation checks. The awarded Vendor is responsible to identify the patches and apply them during the State of Illinois’ already existing management process, timelines and outage windows.

· First weekend of the month for all non-prod systems and third weekend of the month for all Production systems. The awarded Vendor will inform State ERP Systems Program Manager of scheduled outage times for production patching.

· Aligned with monthly maintenance, the awarded Vendor will be responsible to execute monthly regression tests to ensure changes have not disrupted production environment. All smoke tests are loaded for review by State ERP Program Manager.

SuccessFactors Semi Annual Releases SAP/NS2 has a pre-defined schedule for Semi Annual Releases. SAP will release changes to Commercial prior to NS2 releasing to STIL. NS2 conducts testing of the changes then sends to Preview (STIL Lower Environments). The awarded Vendor will be responsible for reviewing the release notes from SAP/NS2, assessing impact to STIL design in all modules as well as accessibility, and preparing presentation for State ERP Program Managers and State Functional Experts to align on the changes and identify testing required.

· The awarded vendor will be responsible to prepare a Release Plan – Calendar to identify activities, roles/owners, and track dates for completion for each Semi Annual Release.

· The awarded vendor will be responsible for documenting and executing testing, and State ERP Functional Experts will approve prior to release time identified for changes to be moved by NS2 into Production. Testing for Semi Annual Releases follow a script layout to be executed and tracked by awarded Vendor.

SuccessFactors Maintenance Patch Updates SAP/NS2 has routine patches and upgrades. Patches could come on a weekly basis – Preview on Tuesday and Production on Friday. The awarded Vendor will be responsible to review listing for Impact to functionality/configuration and perform Impact Analysis to help determine areas needing tested. Testing will depend on changes being moved.

The awarded vendor will be responsible for documenting and executing testing. All documented smoke tests are loaded by awarded vendor for review by State ERP Program Manager.

Regression Testing The awarded Vendor will be responsible for monthly regression testing. The awarded Vendor shall document and execute testing, and State ERP Functional Experts will approve. Regression tests follow a script layout to be created, executed, and tracked by awarded vendor.

Smoke Testing Monthly Smoke Tests The awarded Vendor will perform monthly smoke tests. The awarded vendor will be responsible for document and executing testing. All documented smoke tests are loaded by awarded vendor for review by State ERP Program Manager.

System Refresh Smoke Tests The awarded Vendor will handle system refreshes in accordance with State ERP Refresh Plan. The awarded Vendor will perform smoke tests to perform checks after system refreshes. The awarded vendor will be responsible for document and executing testing. All documented smoke tests are loaded by awarded vendor for review by State ERP Program Manager.

Automated Testing The awarded Vendor will support automation testing within the program. Creation, validation, execution, reporting, scheduling and maintenance of automated test scripts will be included in the solution. All scripts, documentation and automations will be managed by the awarded Vendor and reviewed by State Systems Program Manager.

Disaster Recovery (DR) Testing The awarded Vendor will perform an annual Disaster Recovery test in coordination with the client and other applicable parties to document that the DR strategy works and will be able to be executed if necessary.

A.2.5 Application Maintenance and Support

Subservice for A.2.5 Application Maintenance and Support

Change Management

Change Management

Data Management

Data Management

Data Management

Data Management

Incident Management

Incident Management

Monitoring

Subject Matter Expertise

The awarded Vendor will be responsible for developing a Production Support Plan to cover all services of the contract, aligned to ERP activities to ensure all ERP applications run smoothly and meet the business and user requirements and encompasses the following (this is not all inclusive):

Access Management Access to the State’s information technology environment requires an Active Directory ID and password (provided by State through Onboarding process). Password security parameters have been established and configured to ensure access to resources is appropriate. The awarded Vendor will support and manage all application access granted for all ERP related applications. Most ERP specific access is granted and managed by an SAP ID and each user shall only have one SAP ID that they maintain throughout their work experience with the State of Illinois. There are manual interventions that regularly occur to maintain this unique alignment that the awarded vendor will be responsible for. Single sign-on with Okta has been established as each user must authenticate thru Okta to access ERP functionality. The awarded vendor is responsible for populating the SAP ID in Okta for all users. Other access management activities coordinated/completed by the awarded vendor include (but are not limited) to the following:

· Coordination of semiannual user access review exercise

· Managing OSS access granted to SAP

· Locking inactive users weekly

· Facilitate emergency management access to authorized users

· Manage Service ID types which facilitate an agency’s ability to connect its databases to the HANA database without an expiring password.

· Manually provisioning access to SuccessFactors based on requests received via workflow in GRC.

· Weekly reporting of deltas for the Enterprise Dashboard Role to DoIT Data Management group providing three listings showing newly provisioned, deprovisioned and full comprehensive listing of users from the prior business week so DoIT team can sync with Tableau app accordingly.

The ERP Program is also in progress on connecting SuccessFactors with SailPoint in order to automate some of the manual interventions. The awarded Vendor will be expected to participate in all testing and implementation activities for this effort.

Change Management New functionality or enhancements to systems require alignment and approval in ERP Change Request Process. The awarded Vendor will be responsible to assist identifying requirements for changes, providing LOE and document artifact updates required on the change request. Monthly prioritization of change requests will be completed by the State and aligned with the awarded Vendor to be worked based on allocated monthly hours by functional area. All Change Request shall be completed in alignment with Change Request procedures, including; Testing, Artifact Management, and Release Management.

The awarded Vendor will allocate set Monthly Hours by Functional Area for change requests prioritized by State ERP. Attachment D – Change Request Resource Hours (monthly) identifies minimum monthly coverage the awarded Vendor will provide.

Data Management The awarded Vendor will be responsible to validate and load non-transactional data, and/or mass data updates with State approval. The data loads will be performed following the creation of an incident and the successful execution of the Incident Management process.

The awarded Vendor will manage and ensure data integrity of existing data migrated in or out of the existing solutions to other State Agency ‘Legacy’ managed or external solutions. The awarded Vendor will support all data integration needs identified for Production Support. The awarded vendor will be responsible for daily monitoring and error troubleshooting of interfaces. The awarded vendor will maintain listing of all incoming and outgoing interfaces. See section B.2.3 for current listing.

As part of the Finance, HCM and Analytics workstreams the awarded Vendor will be responsible for conducting and managing necessary backups and recovering of data. Backups shall be conducted and documented as follows:

· FULL data backups are to be performed weekly which include everything, regardless of whether it has changed.

· DIFFERENTIAL data backups are to be performed daily; these only include objects/data that has ‘changed’ since the last FULL backup has been taken.

For the Finance and Analytics workstreams the awarded Vendor will be responsible to maintain setup for automation of daily operation reports documenting the success/failure of the backup process in Azure. The awarded Vendor will be responsible to address any issues noted and report to ERP Program Manager for review. **SuccessFactors backup processes are managed by SAP NS2 within the CRE environment.

For SuccessFactors, the awarded Vendor will manage requests sent to SAP NS2 for instance and data refreshes. The awarded vendor will also perform the refreshes and conduct post refresh validation.

Analytics Reporting The awarded Vendor will be responsible for development and maintenance of analytics reporting platform. The ERP program currently utilizes HANA Enterprise, SAP BI Suite applications (BOBJ) and Tableau. The awarded Vendor will be responsible for maintaining listing of HANA universe (i.e. views, reports, jobs). See Attachment I – SOIL Master BOBJ Reports, HANA Views and BODS Jobs List.

Robotic Process Automation The ERP Program has an existing Robotic Process Automation (RPA) Bots solution built and hosted by current M&O Vendor on the technology as identified below. The awarded Vendor will be responsible for handling any necessary solution build and migration from the existing solution platform and provider to their own. The awarded Vendor will be responsible for hosting and maintaining three (3) environments: development, quality, and production. The awarded Vendor will be responsible for development, testing, documentation, and maintenance of RPA Bots.

The awarded Vendor will be responsible to re-develop and test existing RPA Bots at beginning of contract (timeframe for completion to be mutually determined based on start date of contract). The awarded Vendor will:

The awarded Vendor will be responsible for maintaining listing of Bots and technical structure. See Attachment K – RPA Bots Summary for current listing. Applications and Tools for RPA Bots structure utilized currently are as follows:

Hardware and Software

1. Required Software Licenses

· Automation Anywhere (A360):

· Control Room License (Production and Development)

· Bot Creator Licenses (per developer) - (Production and Development)

· Bot Runner Licenses (per bot instance) (Production and Development)

· Microsoft Office:

· Per user or per machine, depending on licensing model

· SQL Server (RDS):

· Appropriate SQL Server licensing for production and development environments

· Exchange Server/AWS SNS:

· For outbound email functionality

2. Microservices and Supporting Tools

· Splunk:

· For log management, monitoring, and analytics

· Trend Micro:

· For endpoint and server security

· Tenable:

· For vulnerability scanning and management

The awarded Vendor will be responsible for build of additional RPA Bots as identified by the State throughout the term of this contract.

Incident Management The awarded Vendor will be responsible to perform as ERP “Helpdesk.” The awarded Vendor will triage ERP incidents in ServiceNow (SNow) and collaboratively work with end users and/or State ERP team to resolve. The below activities will be covered under incident management (this is not all inclusive), and are expected to follow the defined Service Level Requirements:

· Provide technical and functional support

· Fixing system bugs/addressing defects

· Making minor modifications

· Performing Table Updates

· Performing Workflow Updates

· Validating and loading data

· Monitoring batch jobs and troubleshooting issues

· Monitoring daily interface processing and troubleshooting errors

· Monitoring system performance

· Answering user queries and fulfilling knowledge gaps

· Providing workarounds/solutions and service diagnostics

· Resolving user access issues (including tasks resulting from service requests)

The awarded Vendor will be responsible for managing incidents within State identified service level requirements and performance definitions, at a minimum as defined in Attachment C – Requirements and RASCI Matrix – tabs Service Level Requirements and Performance Definitions.

Monitoring The awarded Vendor will be responsible for oversight, reporting, and handling for network and system performance, and all monitoring job(s) execution, completion, errors utilizing logging tools. See Attachment J - Interfaces for interface and job lists.

Continuous monitoring activities are identified in Attachment C: Requirements and RASCI Matrix under Services Domain: Application Maintenance and Support with Subcategory under Services Doman: Monitoring; and under Services Domain: Infrastructure Management with Requirement Description that identifies ‘Monitor’ requirement.

Release Management The awarded Vendor will be responsible for management of changes made to production. This includes planning, designing, scheduling, testing, deploying, and controlling software and application updates. The awarded vendor needs to follow ERP Change Policy and ensure changes requiring testing and State approvals are aligned with the ERP Centralized Release Management process.

Changes begin with either the submission of an Incident Ticket via SNow service management system (break-fix) or a Change Request (new design) via the ERP Change Request system. A single request may be a body of work containing multiple tasks, some of which necessitate a change to code, configuration, or application of maintenance patches to ERP.

The awarded vendor will be responsible to make changes in development environment, quality, and production (in that order) once all testing and approvals have been completed. Testing results and changes and/or transport movement activities are tracked in the Hewitt Packard Quality Control (HPQC) tool by the awarded Vendor.

SAP Governance, Risk and Compliance (GRC) Administration The ERP Program uses SAP’s GRC Access Control and GRC Process Control modules. The SAP GRC Access Control module is utilized to provision access to all users for the following applications: (SAP ECC, SAP SRM, SAP BOBJ, SAP GRC, SAP NetWeaver Portal, SAP Hana Enterprise Dashboard, SAP SuccessFactors). The GRC Process Control module is used to manage all internal controls monitoring. The awarded vendor is responsible for administering, maintaining and supporting both GRC modules.

Stakeholder Relationship Management The awarded Vendor will be responsible to coordinate and manage Maintenance and Operation activities with all responsible stakeholders, to include but not limited to:

· SAP

· DOIT Okta Team

· DOIT SailPoint team

· Future Implementation System Integrators

· ERP Program Management Office (PMO) Vendor

· Hosting Vendor

· State Governance Entities

· End User Agencies (when applicable)

Subject Matter Expertise The awarded Vendor shall be proficient in application functionality and design; and will be required to learn the State customized functionality and processes, becoming familiar with all access permissions associated by module. The awarded Vendor will be responsible to provide advanced training to SFE for handling new functionalities and complex technical issues when needed. The awarded Vendor will perform demos of system functionality as requested.

A.2.6 Infrastructure Management

Application Management

Application Management

Application Management

Server/Virtual Machine (VM) Management

Server/Virtual Machine (VM) Management

Disaster Recovery Oversight

Storage/Database Management

Storage/Database Management

Disaster Recovery Oversight

The awarded Vendor will be responsible for maintenance and management of application technology and infrastructure components including application servers, operating systems, databases, file servers, business software, middleware, web servers, load balancers, cloud services, and other business supporting solutions. The awarded Vendor will also be responsible for leading and execution an actual Disaster Recover (DR) failover and eventual recovery if ever needed within the State of Illinois. The ERP Program’s Finance business solution’s infrastructure is hosted within MS Azure environment. The awarded Vendor will manage all activities for the operating system, database and server/virtual machines. The awarded Vendor will manage:

Application Management The awarded vendor will be responsible for ensuring all ERP applications run efficiently and at peak performance, monitor performance, manage/apply updates/patches, manage access (in coordination with Security staff), transport/code management, job schedule management, and ensure that applications are prepared for disaster recovery.

Server/Virtual Machine (VM) Management The awarded vendor will administer and control virtualized servers and machines including, but not limited to provisioning, migrating and load balancing, OS management, memory and CPU allocation, server performance monitoring and management, patch level support and replication / back-up and restore services (as needed). The awarded vendor will perform monitoring of overall services for all VM's including but not limited to: technical resource allocation and performance (processors, memory, etc.), assign of access to the VM’s as needed and provide reports on the active and past state of the server / VM environment on a regular basis (as determined by the ERP Program). Vendor will maintain system certificates as required and ensure VMs are prepared for disaster recovery.

Network Management The awarded Vendor will monitor and maintain network devices to ensure network is performing well and protected from unauthorized access and is prepared for disaster recovery

Storage/Database Management The awarded Vendor will manage structure, organization, capacity, performance, and data redundancy to ensure data accessibility and integrity and preparation for disaster recovery shall it be needed.

A.2.7 Meeting Coordination and Participation

Meeting Expectations The awarded Vendor will be responsible for scheduling, presenting and/or participating in meetings, as identified by ERP team, to provide coverage and assistance for incident resolution, confirm/test requirements, and support overall operational activities and coverage. The awarded Vendor will provide availability on a re-occurring and/or ad hoc basis to meet ERP program needs. The expectation is a fully collaborative working relationship which will require much interaction, with meeting scopes and cadences identified at the beginning of the working relationship. Some illustrative examples are: recurring weekly meetings with ERP module owners to review open incidents, whole-team weekly release meetings, ad-hoc meetings to gather requirements for change requests, and testing status meetings.

A.2.8 Reporting and Deliverables

Subservice for A.2.8 Reporting and Deliverables

The awarded Vendor will be responsible for preparation and distribution of reporting and deliverable needs identified throughout the contract term. The awarded Vendor will be responsible for the development and tracking of operation activity, updates, metrics, and service level statistics. The awarded vendor will prepare and distribute reports as identified by the ERP team.

Routine or Ad Hoc Reporting The awarded Vendor will fulfill reporting requests as they are identified by the ERP team. Reporting may be established on a routine or ad hoc basis to be available for review by the ERP team and may be aligned with meetings as identified in section A.2.7.

Program Deliverables The awarded Vendor will adhere to deliverable reports as identified below.

Monthly Operations Report The awarded Vendor will be responsible to prepare, maintain, and distribute a monthly operations report identifying:

· Key Highlights by Workstream – ongoing activities being worked by awarded Vendor

· Staffing Updates – changes in resources providing maintenance and support under contract

· Issues/Challenges – potential roadblocks for resolution of ongoing activities being worked by awarded Vendor

· Incident Metrics - Created vs Closed by Workstream and Functional Area (including Security and HANA) for the month

· Incident Trend by Agency – volume opened by Agency during the month

· Closed Incident Trend by Resolution Category – type of work performed to resolve incidents in the month

· Aging Incident Analysis – study of incidents open in aging brackets and by functional area

· Azure Task Metrics – Created vs Closed by Environment

· Aging Azure Task Analysis – reflection of aging tasks and status

· Change Request Status – by CR#, Total LOE, planned effort for month, actual effort for month, resources assigned, CR work stage/comments on status

· Interface Trend – count of run by Successes/Failures for month

· RPA Bots Trend – count of run by Successes/Failures for month

· Vendor Tickets Open – status of SAP, NS2, or Azure vendor tickets open, description of ticket, and summary of activity status

· Service Level Requirement Metrics – service performance levels met vs. exceeded, cause for overages

· Availability (Production)

· Performance – Average Response Time

· Performance – Maximum Response Time

· Disaster Recovery Restoration Timelines

· Critical and High Severity Incident Resolution Time

· Contract Hours – burn down metrics for hours incurred working incidents, CRs, Azure tasks, P2S tasks, Security tasks by awarded Vendor resource

· Any Root Cause Analysis documents finalized during the month shall be embedded in the report.

The monthly operations report will be delivered in coordination with monthly maintenance and support contract invoice.

A.3 Platforms and Software The ERP Program utilizes multiple software applications to maintain and operate our ERP program systems on a daily, weekly, monthly, or annual basis. Attachment A – Applications List captures a comprehensive list of software expected to be used by the Offeror, as well as procurement and management responsibility.

All applications listed are utilized to support existing procedures and controls of the ERP Program. The awarded Vendor is expected to utilize and/or administer existing applications for continued support.

A.4 Offeror/Staff Specifications The awarded Vendor is responsible to maintain staff resources necessary to support all aspects of the resulting contract in a timely manner for the duration of the term, ensuring that all support is uninterrupted. The awarded vendor shall provide operational coverage and end user support during State operating hours (Central Time 8:00AM – 5:00PM), as well as 24/7 on-going support for continued system monitoring and operations as defined within the scope of this RFP.

The Offeror must commit to the following mandatory Key Staff Roles for the duration of the project (responsibilities noted in Requirements Matrix Administration category):

· Service Delivery Director: Responsible for overseeing and streamlining service and delivery operations; including, but not limited to, managing budgets and schedules, monitoring team performance, providing leadership and direction, developing and maintaining relationship with DoIT leadership and ERP Program Director. The Offeror Service Delivery Director shall have at least ten (10) years of experience with SAP and/or SuccessFactors.

· Service Delivery Manager(s): Responsible for ensuring that services are delivered effectively and efficiently to meet the needs of the ERP Program; including, but not limited to, service delivery oversight, team coordination, monitoring and reporting of operations, providing leadership and direction, maintaining relationship with ERP Director and ERP Production Support Manager. The Offeror Service Delivery Managers shall have at least ten (10) years of experience with SAP and/or SuccessFactors.

· Service Delivery Lead(s): Responsible for ensuring services are delivered effectively and meet the needs of the ERP Program and End Users; including, but not limited to, service delivery process coordination, monitoring service performance metrics, managing service delivery team, maintaining relationship with ERP Program Managers. The Offeror Service Delivery Leads shall have at least ten (10) years of experience with SAP and/or SuccessFactors.

· Process Area Leads: Responsible for overseeing and managing activities within each Process Area. The Process Area Lead shall be the subject matter expert for functional or technical specifications for their Process Area. Chart below identifies roles in which Leads (by Process Area) are required. The Offeror Process Area Leads shall include coverage for the below listed staff roles, and each shall have at least five (5) years of experience, unless otherwise defined, with SAP and/or SuccessFactors and the Workstreams/Process Area(s) of coverage.

· Architects: Responsible for designing, planning, and implementing strategies and systems across platforms and cross modular impacts ensuring best practices to ensure operational continuity and efficiencies. The Architects shall be expert for functional or technical specifications for their workstream and/or process area(s). The Offeror Architects shall include coverage for the below listed staff roles, and each shall have at least eight (8) years of experience, unless otherwise defined, with SAP and/or SuccessFactors and the Workstreams/Process Area(s) of coverage.

· Engineers: Responsible for designing, planning, and implementing strategies and systems across platforms and cross modular impacts ensuring best practices to ensure operational continuity and efficiencies. The Engineers shall be expert in technical specifications for the entire business workstream and/or process area(s). The Offeror Engineers shall include coverage for the below listed staff roles, and each shall have at least eight (8) years of experience, unless otherwise defined, with SAP and/or SuccessFactors, HANA DB, Sybase DB, SAP integration solutions and the Workstreams/Process Area(s) of coverage.

The awarded Vendor shall administer services here within as one team where resources work together by Workstream (i.e. Finance or HCM). It is understood the awarded Vendor may have separate entities or groups to provide specialized services/coverage and the awarded Vendor is asked to ensure all subsequent or lateral processes (i.e. Basis, PI, HANA, Security, etc.) shall be coordinated under each Workstream and Service Delivery Leads shall be aligned to ensure services are coherently administered.

Below is a list of Process Area Leads and additional staff roles and descriptions, for which the awarded Vendor shall provide coverage. DoIT recommends for support of the Services to be provided for the entirety of the contract duration. Review the roles, responsibilities, experience, and qualifications desired below; it is understood that role titles may vary between organizations and the Offeror is asked to reference the title below if/when presenting the same role with a different title in the response.

The Offeror staff level roles shall have at least two (2) years of experience, unless otherwise defined, with SAP Workstreams/Process Area identified below.

SAP SuccessFactors Business Analyst(s)

SAP Business Intelligence Consultant(s)

BODS tool developer, SQL coding expert, HANA Enterprise knowledge; peer review expert for quality coding

BODS tool developer, SQL coding expert, HANA Enterprise knowledge; peer review expert for quality coding