5.1.6.11 (D) Ability to print natively to Portable Document Format (PDF). 5.1.6.12 (D) Automatic recording and reporting of the ongoing costs of Request Fulfillment, such as by department, by location, against particular cost centers GENERAL SUPPORT The following requirements are related how the vendor provides support to the ITSM solution. Please respond in the table below. ID# Requirement Response Comments 5.1.7.1 Various levels of support available based on an agreed-upon service support plan. 5.1.7.2 The product is well-documented on vendor website and readily available. 5.1.7.3 Consulting and support expertise is available within the required geography (presence in U.S.) and time zone of regular business hours (M-F, 8-pm PT) 5.1.7.4 Vendor provide various levels of training venues such as in-person, webinar, online self-paced training, etc. 5.1.7.5 The vendor offers various levels of training based on the roles (e.g., expert user, tool administrator, casual user) 5.1.7.7 Product provides native and integrated help functionality, i.e., doesn’t require internet to access. 5.1.7.8 (D) Vendor hosts user communities, blogs, etc., for open discussion and support IT INFRASTRUCTURE LIBRARY The following requirements are related the ITIL Framework. Please respond in the table below. ID# Requirement Response Comments 5.1.8.1 Out-Of-The-Box (OOTB) ITIL-based workflow and form templates readily available.
(D) Ability to define failed and successful changes, As well as success-levels and conditions. RELEASE MANAGEMENT The following requirements pertain to the ITIL framework Release Management process. Please respond in the table below. ID# Requirement Response Comments Automated release management workflow. Contains a standard Release Lifecycle - tool tracks release lifecycle stage? (Design, Build, Test, Deploy). Contains tracking/scheduling of release activities -Such as training, deliveries, transition environments and staff. Build Management - control mechanisms for building different types of releases. Possesses visible stages of build w/ documented relevant policies, regulations and standards. Facilitates identification and control of aspects of a release package such as software, hardware, documentation, and training requirements Contains testing track, tailorable framework or checklists for performing structured tests against documented requirements. Contains rollback feature - facilitate management of the rollback of release packages to previous versions. Ability to document versioning of the release product. Ability to integrate with Change Management process (Requests for Change - RFC) as part of rollout. Contains Release Acceptance - Sign-off feature before distribution and installation commences. CI connectivity - tool References/Updates the CIs that are included in the release. Configuration Items (CI) visible, aiding in release implementation planning, distribution and installation
Company and product brochures and other additional information related to this RFP may be included with here. Note, however, that while inclusion of such materials is allowed, these will not be evaluated and may not be used in lieu of providing requested information. See RFP section 3.01. Other potentially relevant Information (optional).