CLARIFICATION QUESTIONS
Queries or requests for clarification on any aspect of the published tender documentation should be emailed to anna.mcgee@trustmarque.com
using the below template before 5.00pm on WEDNESDAY 24th FEBRUARY 2016. We will endeavour to respond to any questions within 2-4
hours. A public log of all questions and responses will be maintained and available to all tenderers for download via
http://www.trustmarque.com/itt/
Appendix B ID
(if applicable)
e.g. R370
R151
R164
R213
R461
R465
Question
Trustmarque Response
e.g. Does the email template also need to be
configurable for different users within the different
companies?
Please provide further detail for this requirement such as detailed use
cases/stories
A customisable scrolling list is proposed to be a list of information
running across the bottom of the system (similar to a news ticker on
24 news channels). This would provide information to Trustmarque
users on major incidents or new customers for example.
Please provide use case explaining the development environment
context
Following review, we have decided to remove this from the scoring.
Please provide details of the DML (on line access etc)
We don’t have a DML at present but may wish to set one up in the
future.
Not sure we understand the question, please elaborate with a specific
use case example
A Trustmarque user should be able to have more than 1 log in for the
system (if required) e.g. Administrator log in and general user log in.
Isn’t this the function of the Eng House application?
UPDATE - the actual call recording would be the function of Eng
House application, but we’d want the ability for a link to the recording
to be held against the relevant ticket in the ITSM system.
Isn’t this functionality instigated by the Eng House application?
In part, we would need the vendor to work with EngHouse to deliver
this.
R552
Please provide integration options for Hydra (e.g. web services, email,
direct DB) and use cases
As long as your ITSM system can integrate via web services, email or
direct DB with our third party systems, this would meet this
requirement successfully.
R553
Please provide integration options for OpsMgr (e.g. web services,
email, direct DB)
As long as your ITSM system can integrate via web services, email or
direct DB with our third party systems, this would meet this
requirement successfully..
R554
Please provide integration options for Cascade (e.g. web services,
email, direct DB) and use cases
As long as your ITSM system can integrate via web services, email or
direct DB with our third party systems, this would meet this
requirement successfully.
R557
Please provide integration options (e.g. web services, email, direct
DB) and use cases
As long as your ITSM system can integrate via web services, email or
direct DB with our third party systems, this would meet this
requirement successfully.
R558
Please provide integration options (e.g. web services, email, direct
DB) and use cases
As long as your ITSM system can integrate via web services, email or
direct DB with our third party systems, this would meet this
requirement successfully.
R560
Please provide integration options (e.g. web services, email, direct
DB) and use cases
As long as your ITSM system can integrate via web services, email or
direct DB with our third party systems, this would meet this
requirement successfully.
Please provide details of integration requirements (e.g. use cases)
As long as your ITSM system can integrate via web services, email or
direct DB with our third party systems, this would meet this
requirement successfully.
Please provide details of integration requirements (e.g. use cases)
As long as your ITSM system can integrate via web services, email or
direct DB with our third party systems, this would meet this
requirement successfully.
Please provide details of integration requirements (e.g. use cases)
As long as your ITSM system can integrate via web services, email or
direct DB with our third party systems, this would meet this
requirement successfully.
R466
R561
R565
R566
What is Trustmarque’s preferred method of license acquisition e.g.
Purchased Perpetual Licenses or Annual Subscription?
It would depend on the cost – I don’t believe we have a company
standard for this.
What is Trustmarque’s deployment preference e.g. Trustmarque
hosted of vendor hosted?
No preference, as long as the system meets the IL3 security
requirements. We are expecting to host the system but would not
discount or penalise a cloud based system.
What technology is this? And export capabilities? Does Trustmarque
require bi-directional integration or unidirectional from Cascade into
the system?
Winrep and Deskrep are in house built web based systems. Data can
be extracted from both of them to export. Both bi-directional and
unidirectional integration would be considered depending on the third
party system. As long as your ITSM system can integrate via web
services, email or direct DB with our third party systems, this would
meet this requirement successfully.
Can you please define ‘resolvers’ as this will determine how this is
priced? Do you mean people working on 1st, 2nd/3rd line support i.e.
people who will be actively working on tickets to resolution stage?
Resolvers are users who will be actively working and updating tickets.
Not all Trustmarque users will necessarily be ‘resolvers’ though.
Please see answer to Section 6 for licensing breakdown.
Section 5
What is the preferred implementation approach? Is it a phased
approach that adds ITIIL maturity through iterative build and release
cycles or a big bang approach all functionality live on day 1
envisaged?
We are happy to consider both options depending on cost, as some of
our processes are more mature than others. So a phased approach
wouldn’t be treated as a negative, but we wouldn’t want to spend
much more than on a big bang approach.
General
What is the budget for the new ITSM system?
This hasn’t been confirmed by the SMT yet.
General
Trustmarque mentions concurrent users. Is Trustmarque open to
other licensing models? Such as named user?
Yes – we estimate to have 400 users who would need to have a
named licence (who actively use the system all the time) and another
200 users who could share pooled licences.
What is the intended/projected Go Live date for the new system?
Still to be confirmed – it would depend if this was a big bang or
phased implementation approach. Interviews/further demos are to be
held in March.
How many vendors have been invited to participate in this RFP? Who
are they?
We are choosing not to reveal this at this stage.
Cost Breakdown
Deployment
Options
R555
Section 1.1 Exec
Summary
General
General
What are the key business drivers for the project?
To replace our current in house ticketing system, to improve
Trustmarque service management processes and to improve our
customers experience.
Is Trustmarque open to transacting on Vendor paper rather than the
SECTION 8 TRUSTMARQUE SOLUTIONS – IT SERVICE
MANAGEMENT SYSTEM PROVIDER AGREEMENT?
I would have to consult with our legal team on this.
General
General