RFI 2017-26 Service Management.docx

ITSM Master Service Agreement RFI

State of Colorado Governor’s Office of Information Technology

Request for Information

RFI 2017000026

Service Management Dell 1IDM and CA Technologies Integration

THIS IS A REQUEST FOR INFORMATION ONLY

THIS IS NOT A FORMAL SOLICITATION

NO AWARDS WILL RESULT

Responses Due: March 22, 2017 at 2:30 pm

Submit to:

Judy Giovanni, Purchasing Manager OIT_Purchasing@state.co.us

TABLE OF CONTENTS

Executive Summary In order to provide more efficient and better customer service to the customers of the State of Colorado Governor’s Office of Information Technology, the department is interested in expanding its current capabilities of the current enterprise Service Management program.

This RFI is issued as a means of technical discovery and information gathering. This RFI is for planning purposes only and should not be construed as a solicitation nor should it be construed as an obligation on the part of the State of Colorado (OIT) to make any purchases. This RFI should not be construed as a means to pre-qualify vendors. The State of Colorado (OIT) may utilize the results of this RFI in drafting a competitive solicitation (RFP) for the subject services/products/equipment. Any future contract that may be awarded must comply with State of Colorado (OIT) procurement requirements.

Based on the information provided by the respondents to this RFI, a determination will be made regarding any actual contracting through a procurement process which, at the State of Colorado’s (OIT) option, could include but not be limited to: a formal bid process, using an existing State of Colorado (OIT) contract, procurement via Federal GSA contract(s), or a piggyback of a contract established as a result of the public bid of another public agency.

Participation in this RFI is voluntary and the State of Colorado (OIT) will not pay for the preparation of any information submitted by a respondent or for the State of Colorado to (OIT) use that information.

Agency Overview The Governor’s Office of Information Technology (OIT) serves the executive branch agencies and, by extension, the residents of Colorado. OIT employs more than 900 people at 71 locations across the state. Together, we provide IT infrastructure, network services, telecommunication tools, cloud computing, application development and support, and provisioning for more than 28,000 state agency employees across 1,300 locations. We also serve Colorado first responders via the public safety communications network, and our security team proactively protects the state’s information systems and data for all three branches of state government.

In Fiscal year 2015 the department was allocated additional funding to implement a comprehensive enterprise service management system. This project required bringing the existing Service Desk Management system on premise, install and configure the other components (Portal, Service Catalog, Asset Management, Process Automation, and Reporting). Recognizing the need to further expand and grow this program and suite of tools, the department would like to further expand the capabilities and be more efficient by integrating the Service Management tools with the Identity Management tool.

Project Overview Objectives The purpose of this RFI is to get an estimated cost, scope, and expertise of resources required to implement and maintain these efforts.

The IT Service Management Ecosystem Program at the State of Colorado is looking to further expand the capabilities of the Service Management suite of tools by building an integration interface between CA Service Desk Manager (SDM)/ Customer Service Portal (CSP) and Dell One Identity Manager (D1IM) used by the department to share access control information between these systems. The department has listed the following requirements, but not limit to:

1. Gathering Business Requirements from stakeholders and incorporate into the design

2. Creation of a SDM Web Services client to manage and conduct data transfer to and from the Dell One Identity Manager (D1IM) Connector Framework

3. Creation of a new template(s) for the CSP for each service provided, e.g. provisioning, de-provisioning, and access request.

4. Collaborate with multiple teams to define the exact data elements and their attributes required for the data transfer

a. Access Request data required by D1IM

b. Status/ changes/update data required by SDM

5. Review and finalize interface standards between the D1IM Web Service Connection document and the CA SDM Web Services to create one interface standard

6. Test and validate functionality

Assumptions

· It is expected that industry best practices would be implemented.

· When possible the department would like to use “out of the box” functionality to minimize customization.

· It is preferred to have the appropriate certified staff in the respected areas.

· It is expected that there will be a period of time in which staff will be requested onsite. Otherwise, work can be completed remotely.

· It is expected that the following systems would be impacted by this work effort:

· Dell One Identity Manager (D1IM)

· Service Desk Manager (including the Unified Self Service portal) (SDM/CSP)

· IT Asset Manager

· Service Catalog

· XTraction

· Clarity on Demand

· The Vendor's resource(s) will work with the Department teams to maximize knowledge transfer and jointly develop working solutions, such that the Department’s staff will possess the skill and knowledge to support the on-going needs of these systems. The Department will retain full ownership of all software and documentation, with the ability to modify them in the future; and may allow other vendors to work on them as well.

RFI Requirements Process To respond to this RFI, please use this link to the Governor’s Office of Information Technology (OIT) Purchasing mailbox at OIT_Purchasing@state.co.us to answer the inquiries and/or submit comments and suggestions. These responses will automatically be submitted to OIT Procurement and Vendor Services.

Written comments are requested for consideration, and may be submitted using the questions posed format, at a minimum (Appendices A and B), or may be in the respondent's own format if desired. All comments should identify the specific section number to which the comment is addressed.

OIT welcomes responses on any portion of the RFI - a response to all questions is not required. Respondents may comment on only those sections, which are relevant to its business interests and experience.

OIT will accept written clarification questions through March 2, 2017 at 12pm MST

OIT will accept responses at any time. To ensure full consideration, final responses must be received on or before 2:30 pm (MST), March 22, 2017.

No direct contact should be made with any state employees in regard to this RFI. Any contact or questions should be communicated with the Purchasing Agent Judy Giovanni who can be reached at judy.giovanni@state.co.us or 303-764-7931.

Responses and information/material submitted must be non-proprietary and non-confidential. Information submitted as a response to this RFI is not considered a proposal or bid for goods or services. This RFI is to gather information as specifically requested; the State has not determined future need of any solicitation. The decision and/or need to use information gathered from this RFI to develop and solicit future goods or services has not been determined. This determination will be made at the State’s discretion. No Award will result from this RFI.

RFI schedule RFI key dates are the following:

RFI RELATED questions / clarifications / submission All questions related to this RFI should be directed to

Judy Giovanni, Purchasing Agent OIT_Purchasing@state.co.us

Any notices with respect to this RFI should also be emailed to the above Contact and Address.

Liabilities of Agency This RFI is only a request for information about potential products / services and no contractual obligation on behalf of The State of Colorado (OIT) whatsoever shall arise from the RFI process.

This RFI does not commit the State of Colorado (OIT) to pay any cost incurred in the preparation or submission of any response to the RFI.

Confidentiality & RFI Ownership RFI Ownership: All responses to the RFI will become the property of the State of Colorado (OIT) and will not be returned.

ALL RESPONSES TO THIS RFI WILL BE HELD CONFIDENTIAL THROUGHOUT THE PROCUREMENT CYCLE, INCLUDING ANY RESULTING SOLICITATION. SUBMISSION OF A RESPONSE TO THIS RFI IS NOT A PREREQUISITE TO RESPOND TO A FUTURE SOLICITATION, NOR DOES IT OBLIGATE THE STATE TO CONDUCT A SOLICITATION. IF A CONTRACT IS AWARDED AS A RESULT OF A FUTURE PROCUREMENT, THE RESPONSES TO THIS RFI WILL BE AVAILABLE ALONG WITH ALL OTHER DOCUMENTATION RELATED TO THE SPECIFIC PROCUREMENT. PLEASE DO NOT INCLUDE ANY CONFIDENTIAL OR PROPRIETARY INFORMATION WITH YOUR RESPONSE.

Consideration of Respondent’s Time and Effort

Respondents commenting are encouraged to address content that is incomplete or unclear. In addition, respondents should undertake a thorough review of the questions in section 6 to advise OIT if any requirements are too broad, or restrictive, and which will inadvertently cause significant deviations in information or cause a respondent to make a decision not to propose any solutions.

OIT understands the current demands of potential partners in this endeavor and is interested in any input an entity is capable of providing. Our goal is to encourage comments and feedback while minimizing the resources and time necessary to respond. Some results from this RFI may be integrated into a formal solicitation that is developed for the procurement of a Master Service Agreement.

Techincal Overview

Components

The State of Colorado OIT department IT Service Management Program consists of the following components:

· CA Service Desk Manager 14.1

· CA Unified Self Service Portal (aka: Portal, Customer Service Portal)

· CA Service Catalog 14.1

· CA Asset Management 14.1

· CA Software Asset Management 14.1

· CA Process Automation 4.1

· Xtraction 13.1

On Demand Components

· CA PPM

· Development

· Test

· Production Test and Production sit behind a F5 load balancer

· SCCM

· VRA

Other

· Bomgar

· Single Sign On (SSO)

· Dell IDM

· Radiant Logic

· Online Request (OLR)

The Dell One Identity Management consists of the following technical architecture:

· Dell One Identity Management 6.1

· Development

· Test

· Production

Response Format (Appendix A)

Vendor Information

Name of person responsible for the information contained in this RFI

Telephone number Fax number Email address Web page

What CA Technologies products have you implemented, configured, customized, and/or supported?

Describe any third party alliances, relationships, or dependencies.

From your experience, how long would it take to implement a project like this? (Including analysis, implements, post-production clean, training, and etc.)

Technical

What types of APIs would be recommended for this integration?

What additional technical details would you recommend to be listed for an RFP?

Training

Why types of training would you anticipate being need for this project?

Who would you recommend to the training?

What is your anticipated learning curve for end users?

What is your anticipated learning curve for Technical Administrators?

What type of transition documentation would you expect to be delivered to system administrators?

Communication

Why types of communication would you anticipate being needed for this project?

Client Capabilities & Requirements

What access is expected in order to complete work?

What experience and/or certifications should resources have with CA IT Service Management tools?

What experience and/or certifications should resources have with Dell One Identity Management tool?

What equipment is expected in order to complete work?

Third Party Integration

There are current integrations established with the current program (listed in the techincal overview area). What experience do you have with such products, if any?

Consulting Services

Have you provided consulting services on CA products in the past?

Have you provided consulting services on Dell One Identity Management product in the past?

Describe your experience with integrations?

Detailed Cost Model

Estimate of scoped requirements

Support offered? (Hours, methods of contact)

Project references -- (Appendix b) The vendor should have at least list three previous projects achieved. For those projects, please provide the following:

· Name of client including contact information.

· Size of agency

· Size of supported population

· How long?

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