RFP for IT Service and Knowledge Management

1. RFP for IT Service and Knowledge Management

2. General Selection Criteria • Capability to implement change, problem, incident and knowledge management based on ITIL v3 • Ability to aggregate new and existing data feeds from a wide variety of sources • Provide a platform for the visualization of relationships and dependencies between technologies, users, systems, and services • Ability to successfully create a proof of concept demonstration based on MnSCU data sources

3. General Selection Criteria (Continued) • Provide a highly reliable and secure platform-as-a-service (PaaS) or software-as-a-service offering, eliminating the administrative burden of hosting, patching and upgrading system and application software • Ability to use and work seamlessly with one of MnSCUsexisiting authentication systems, preferably Active Directory • Provide support and training services needed to ensure success • Provide client references specific to the product and services required • Overall price

4. Selection and Implementation Timeline

5. Vendor Requirements • ITIL v3 based change, problem, knowledge and incident management capabilities • Ability to automate change, problem, and incident management processes • Ability to create and customize workflows • Knowledge management capabilities must include ability to incorporate data from a wide variety of applications including but not limited to: Microsoft software including SharePoint, Visio, Outlook, Word, Excel and Lync; Best Practical RT: Request Tracker; XMPP instant messaging (e.g. Jabber)

6. Additional Proposal Requirements • Provide a sample license agreement. • Provide a demo and a minimum of 20-days of sandbox access to the platform or software based on a business case provided by MnSCU and populated with MnSCU data • Does your company have an annual user conference for your product? Please provide conference details for the past 3 years. • Does your company support a user group for your product? What is your company's role in the user group?

7. Response Evaluation • Expressed understanding of proposal objectives and complete vendor profile (Pass/Fail); • Vendor’s ability of solution to meet minimum qualifications (30%); • Ability to meet MnSCU technical requirements (10%); • Capacity of the vendor and its personnel to implement the solution (experience of personnel who are committed to work on the contract will be given greater weight than that of the company) (10%);

8. Vendor Requirements (Continued) • Collaborative platform built for social knowledge management with an easy to use interface that conforms to existing social media models • Platform-as-a-service (PaaS) or Software-as-a-service (SaaS) solution • Integration with Active Directory and LDAP authentication • Standards-based encryption of sensitive data • Redundant, secure data center environments • Data center, data and backup locations in United States

9. Response Evaluation (Continued) • Training and support provided by vendor as reflected by the proposal’s discussion and coverage of all elements of work listed above (10%); • Product history, references and roadmap of the proposed solutions to meet the System Office present and future needs (15%); • Cost proposal (25%); and • Submission of required documents (Pass/Fail).

10. Contact Information • Name: Dan Duffy • Title: ITS Contracts and Purchasing Administrator • Address: 30 Seventh Street East, Suite 350 St. Paul, MN 55101-7804 • Telephone: 651-201-1524 • E-mail address: Dan.Duffy@so.mnscu.edu • Name: Andrea Kodner-Wenzel • Title: System Director of Enterprise Services • Address: 30 Seventh Street East, Suite 350 St. Paul, MN 55101-7804 • Telephone: 651-201-1688 • E-mail address: Andrea.Kodner-Wenzel@so.mnscu.edu