request for proposals


Aug 19, 2013 - ITD is currently a zero General Fund Contribution department where its budget is solely based on ...... (Note: any proposed modificatio...

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COUNTY OF MONTEREY CONTRACTS/PURCHASING DIVISION 168 W. ALISAL STREET, 3rd FLOOR SALINAS, CA 93901-2439 (831) 755-4990

REQUEST FOR PROPOSALS #10441 For INFORMATION TECHNOLOGY SERVICE MANAGEMENT SOLUTION

Proposals are due by 3:00 pm (PST) on September 18, 2013

RFP #10441: Information Technology Service Management Solution

(THIS PAGE INTENTIONALLY LEFT BLANK)

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TABLE OF CONTENTS: SOLICITATION DETAILS SECTION ..........................................................................................5 1.0 INTENT .....................................................................................................................................6 2.0 BACKGROUND .......................................................................................................................7 3.0 PRE-QUALIFYING CRITERIA.............................................................................................15 4.0 CALENDAR OF EVENTS………………………………………………………………….15 5.0 COUNTY POINTS OF CONTACT ........................................................................................16 6.0 SCOPE OF WORK..................................................................................................................16 7.0 CONTRACT TERM ................................................................................................................17 8.0 PROPOSAL/QUALIFICATIONS PACKAGE REQUIREMENTS .......................................18 9.0 PROOF OF CONCEPT……………………………………………………………………...21 10.0 SUBMITTAL INSTRUCTIONS & CONDITIONS .............................................................22 11.0 SELECTION CRITERIA ......................................................................................................23 12.0 PRICING ...............................................................................................................................25 13.0 PREFERENCE FOR LOCAL CONTRACTORS….………………………………………26 14.0 CONRACT AWARDS………………………..……………………………………………27 15.0 SEQUENTIAL CONTRACT NEGOTIATION…………………………………………...28 16.0 AGREEMENT TO TERMS AND CONDITIONS …………..……………………………28 17.0 COLLUSION………….……………………………………………………………………28 18.0 RIGHTS TO PERTINENT MATERIALS…………………………...…………………….29 19.0 INDEMNIFICATION………………………………………………………………………29 20.0 LICENSING/SECURITY REQUIREMENTS…..…………………………………………29 21.0 INSURANCE REQUIREMENTS………………………………………………………….29 SAMPLE AGREEMENT SECTION ............................................................................................33 SAMPLE AGREEMENT ..............................................................................................................34 SAMPLE RECITALS ...................................................................................................................34 S1.0 PERFORMANCE OF THE AGREEMENT .........................................................................34 S2.0 SCOPE OF SERVICE ...........................................................................................................35 S3.0 TERM OF AGREEMENT ....................................................................................................35 S4.0 COMPENSATION AND PAYMENTS...............................................................................36 S5.0 INVOICES AND PURCHASE ORDERS ............................................................................36 S6.0 STANDARD INDEMNIFICATION ....................................................................................37 S7.0 INSURANCE REQUIREMENTS ........................................................................................37 S8.0 RECORDS AND CONFIDENTIALITY ..............................................................................40 S9.0 NON-DISCRIMINATION ....................................................................................................40 S10.0 OVERRIDING CONTRACTOR PERFORMANCE REQUIREMENTS .........................41 S11.0 CONFLICT OF INTEREST................................................................................................41 S12.0 COMPLIANCE WITH APPLICABLE LAWS ..................................................................42 S13.0 DRUG FREE WORKPLACE .............................................................................................42 S14.0 TIME OF ESSENCE ...........................................................................................................42 S15.0 PERFORMANCE ASSURANCE AND WAIVER OF BREACH .....................................43 S16.0 RIGHTS AND REMEDIES OF THE COUNTY FOR DEFAULT ...................................43 S17.0 FORCE MAJEURE .............................................................................................................43 S18.0 TRAVEL REIMBURSEMENT ..........................................................................................44 3 of 65 Prepared by D. Lewelling, MAI

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S19.0 NON APPROPRIATIONS CLAUSE .................................................................................44 S20.0 DAMAGE…………………………...…………………………………………………… 44 S21.0 GUARANTEE OF MALWARE-FREE GOODS ...............................................................44 S22.0 INTELLECTUAL PROPERTY RIGHTS ..........................................................................45 S23.0 PATENT AND COPYRIGHT INDEMNITY.....................................................................45 S24.0 NOTICES ............................................................................................................................46 S25.0 LEGAL DISPUTES….…………………………………………………………………...46 ATTACHMENTS/EXHIBITS AND SIGNATURE PAGE…….……………………………….48 ATTACHMENT A: EXPERIENCE/REFERENCE……………………………………………..49 ATTACHMENT B: PRICING SHEET…………….…………………………………………...50 ATTACHMENT C: REQUIREMENTS TABLE…..…………………………………………...51 ATTACHMENT D: LOCAL DECLARATION FORM………...………………………………64 SIGNATURE PAGE…………………………………………………………………………….65 EXHIBIT A: SERVICE DELIVERY/BILLING DATA FLOW

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SOLICITATION DETAILS SECTION

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1.0

INTENT

1.1 It is the intent of this Request for Proposal (RFP) to solicit proposals for an Enterprise Information Technology Service Management (ITSM) solution which integrates to existing applications and/or provides support of the Information Technology Asset Management (ITAM), Information Technology Service Management (ITSM), ChargeBack, Labor Collection, and Billing. Prospective Proposers to this RFP, hereinafter referred to as “CONTRACTOR”, is responsible for the provision of a Proof of Concept as part of the Proposal as per the scope of work herein. 1.2 This solicitation is intended to identify the best Enterprise Solution which may result in multiple agreements which will meet the various components of the Service Management Solution Project. 1.3 County retains the ability, at its sole discretion, to add qualified CONTRACTORS at any time. 1.4 The solution will need to have the following: 1.4.1 Information Technology Information Library (ITIL) Service Operation Processes: • Event Management, • Incident Management, • Problem Management, • Request fulfillment • Service Asset and Configuration Management • Service Knowledge Management System 1.4.2

Service Catalog Management

1.4.3

Time tracking of Labor (Actuals) for chargeback (hourly or fee structured) and interfacing with Billing applications • Interfacing with Kronos for time tracking for Payroll • Interfacing (indirect) with the ERP Advantage system (County System of Record) • Interfacing with Innotas • Asset tracking to capture depreciation and replacement costs with the ability to accept annual adjustments • Capture of actual labor for Incident\Work Orders\Service Requests • Capture of actual labor against project work • Ability to produce auditable history of labor charges by area of Service • Association of Assets, labor and expenses to specific Services • Provide supporting data how specific fee structured and chargeback rates are determined and actual charges are tracked 6 of 65

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1.4.4

Provide backup supporting Information Technology Department (ITD) actual charge transactions.

1.4.5

Method and back-up for how depreciation costs will be built into the replacement cost rate and how actuals will be tracked.

1.4.6

Tracking method for individual depreciation charges will be separately accounted for equipment replacement costs.

2.0 BACKGROUND 2.1

The County of Monterey is located on the Central Coast of California, approximately 120 miles south of San Francisco. The County is approximately 3,350 square miles. There are approximately 75 County buildings throughout Monterey County which may require services. Building and property locations include but are not limited to Pajaro, Castroville, Royal Oaks, Salinas, Monterey, Carmel Valley, Marina, Seaside, Prunedale, Aromas, Soledad, King City, and as far reaching in the South County as the San Louis Obispo County border.

2.2

ITD consists of six major divisions consisting of approximately 100 staff: • • • • • •

Infrastructure Enterprise Operations Customer Support Applications Security Administration ITD DIRECTOR

Division: Infrastructure

Sr. Secretary

Division: Enterprise Operations

Division: Customer Support

Division Mgr

Division Mgr

Division Mgr

Cable

Radio

Telecom/ Phone

Network

Data Ctr Operations

Enterprise Distributed Systems

Records Retention

Procurement

Desktop

Project Management Office

Division: Applications

Financial Systems

Applications

Division: Security

Division: Administration

Fiscal

Human Resources

ITD handles approximately 10,000 service requests per year for the County of Monterey which consists of approximately 4,500 staff. ITD has an Administrative Support section which consists of executive and special project management, fiscal and personnel administration, and procurement. ITD resources are operated and maintained in a manner that supports high availability for utilization and minimizes the risk of business interruption. 7 of 65 Prepared by D. Lewelling, MAI

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ITD is currently a zero General Fund Contribution department where its budget is solely based on reimbursements from other County and outside agencies for services and goods rendered within the confines of a fiscal year. The current reimbursement structure does not factor in the critical need for a reserve fund for the capital replacement costs of the County of Monterey’s Information Technology infrastructure which is the impetus for the pursuance of becoming an Internal Service Fund (ISF). An ISF is established to account for any activity that provides goods and services to other funds, departments or agencies of the primary government and its component units, or to other agencies, on a cost-reimbursement basis. This format is appropriate for ITD where the purpose is to recoup costs through rates charged and allow the department to basically operate as a non-profit business. In addition, the ability to build in the infrastructure replacement costs into the budget in an ISF model will be beneficial to the county departments since the impact of a large infrastructure replacement will not be restricted to a fiscal year but can be spread out over the life of the capital asset. In the preparation for becoming an ISF, ITD has worked to identify the key components necessary for the transformation which is: • Develop a Product Services Catalog which provides a transparent services and delivery plan to the customer agencies; • Refine the internal processes to meet the ITIL model; • Develop a clear asset inventory/management plan; and • Find an enterprise software tool that will meet the Service Desk and ITSM requirements which will reduce redundancy, streamline the processes, and ensure accountability. One of the key goals for ITD for the Budget Year is to complete processes, gain necessary approvals and define implementation requirements to establish ITD as an ISF beginning in FY 2014-15. This will include the requirement of the enterprise solution to integrate with existing applications (per Attachment B) to enable a true profit /loss statement by each of the ITD divisions, as well as ITD as a whole. Another key goal of the Information Technology Systems Unit for the current Budget Year is to replace the outdated Service Desk software with current technology Service Desk software that integrates with service billing and timekeeping and implement an ITIL based service management model. 2.3

The ITD Organization: As outlined above, the ITD provides its Services through 5 key Units: 2.3.1 Information Technology Systems which consists of: • Customer Service Division (CSD): CSD provides the planning, acquisition, operation, technical support services, and coordinates the installation and maintenance of hardware and software functions for the Countywide information system infrastructure and applications; and provides County departments data collection, storage, and processing needs. Included are responsibilities in communicating the strategic direction and associated costs 8 of 65

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for countywide technology; establishment and implementation of best practices for efficient and cost effective standards; computer data center operations; and providing e-mail and internet access. •

Enterprise Operations Division (Data Center, Servers, Records Retention): The Enterprise Operations team provides the following services to customers comprised of the entire County of Monterey user base:  Directory Services - Microsoft Active Directory  Domain Naming Service (DNS) Services  File Transfer Protocol (FTP) Services  E-mail Services  Enterprise Software  File Services - Maintenance of Departmental Shares and User folders on hosted servers, and backup and restoration services.  Server Administration - Maintenance of Hardware, external storage connectivity, network connectivity, OS patching and primary TSM backup.  ePO - McAfee Antivirus Centralized Administration  WSUS - Windows Update Services  Data Center Operations  Tier 3 Support Services to other ITD teams  Records Retention (RRD): provides Countywide consolidated storage and retrieval of hard copy documents and secure confidential document destruction services to obtain efficiencies and cost effectiveness in storage and document destruction activities. The Records Retention Center (RRC) utilizes a Records Management computer system to manage and access storage records. The system facilitates the process by storing information, such as the description of the records, their owner, retention period, and storage location.



Security Division (SD): The SD is headed by the Chief Security and Privacy Officer and promotes best practices in the protection of critical services and information, which includes: conducting regular security vulnerability assessments and audits to evaluate compliance with the established policies and regulations governing information technology equipment, networks, and processing, forensic audits and investigations of electronic security incidents, management of the Countywide antivirus software deployment and updates, intrusion detection and analysis, and malware detection and eradication programs. The Division provides security awareness training for all County personnel.



Infrastructure Division (ID): consists of Radio Communications, Telecommunications/Phone, and Network. The ITD Infrastructure Division provides County-wide planning, acquisition, deployment, operation, support, 9 of 65

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and maintenance of communication systems and networks. Infrastructure functions include the following:  communicate the strategic direction and associated costs for County-wide technology; expand and maintain the telephone system;  supply voicemail and automated call distribution services;  operate the mobile radio and emergency services communication systems;  plan and oversee the installation and termination of communications wiring and cables;  operate and manage microwave facilities;  upgrade, expand, and maintain the Wide Area/Local Area Networks (WAN/LAN) data network;  operate and expand the Institutional Network (I-NET);  manage audio and video streaming and videoconferencing capabilities;  provide technical support services;  implement cost effective communication technologies; and  Administration, production and broadcast of County television channel programming and cable television franchises. •

2.4

Applications Division: Consists of Software Programmer Analysts supporting and maintaining three primary development areas: Geographic Information System (GIS) development, Web Development, and Application Development. This team also currently supports several Legacy mainframe applications. These applications range from project labor tracking to Public Safety and Criminal Justice related applications.

Coordination with other County Departments The County follows a distributed IT services model. Many of the large Departments in the County own and maintain IT applications as well as infrastructure components, in addition to leveraging ITD’s services. These applications may be custom developed, packaged solutions or cloud/web based applications. They are often hosted at ITD’s Data Center but could also be hosted at Department’s own location. Many of the large Departments have resident IT staff to support their internal IT requirements. The ITD works with other County Departments through department designated “Department Information Systems Coordinator (DISC)” or a “Department Information Systems Manager (DISM)”. The DISC/DISM is a dedicated role within various County departments and is responsible for maintenance and administration of the department’s computer automated systems. Primary duties include providing application user support to staff and resolving application and system malfunctions. Other duties include: • • •

Investigating and reporting computer problems to the computer system maintenance organization; Performing initial diagnostic and troubleshooting tasks, and working with ITD on technically complex tasks related to system operations and maintenance; Requesting improvements and modifications to systems; 10 of 65

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• • • • 2.5

Creating system documents, handbooks, templates, and macros; Preparing reports; Coordination, scheduling assistance with the installation or relocation of computer hardware; providing staff training; and Performing other related duties as required.

The ITD works through a pool of Technicians and Analysts who support the other County Departments. Their roles and responsibilities are defined as below:

Technician

 Labor cost model: Labor paid by a monthly Device (PC’s and networked printers) fee, charged to the individual Departments. The Device count X $ monthly fee is charged each month.  Customers often see them as ‘free’ labor because they do not charge an hourly labor fee, but their labor is covered by the device fee.  The Technician works primarily on PC and printer hardware issues, physical deployments, and physical network connectivity.  They install printer drivers on PC’s, but otherwise do not perform software installations.

Analyst

Labor cost model: Labor is charged at an hourly rate to the customer Departments.  Customers will often question labor charges, which a billing system that ties directly to the work performed will help address.  Analysts perform various types of software installation/configuration work on operating systems and applications.  Analysts also work with all other IT teams (Networking, Security, Telecom, EDS) and the customer departments to solve complex technical issues.  Analysts can also perform project management related work.

2.6

Current Service Desk The IT Department (ITD) hosts an internal IT service desk function which provides services to all County users including employees, volunteers and affiliates. The key characteristics are summarized below: Location

Salinas

Language Support

English

Hours of Operation

Mode of Operation

8:00 A.M. and 5:00 P.M., Monday through Friday Phone: The phone extension is 1400. The full number is 831-796-1400. There are operators who will take messages during off hours. Email: The Service Desk can also be reached via email - [email protected] Chat: Currently not supported

Team Size

2 full time agents, 1 supervisor

Number of Users

Over 4,600 County End-users Level 1 Support: Level One Support gathers information about the caller and what it is they need assistance with, and will then offer assistance or generate a ticket (Incident or Work Order) assigning it to the appropriate Analyst or Technician queue based on defined criteria. These teams carry out a number of functions including Incident Management, Request Management (IMAC), and Problem Management. It does not currently operate as a full service SPOC function as incidents are assigned to

Description of responsibilities

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resolver groups without the requirement for the Service Desk to track and close incidents. Average talk times

2.6.1

3 minutes, 20 seconds per call

Ticket Volumes and Metrics

Desktops and Client Application Support

FY2012-13 (July 1, 2012 to June 30, 2013)

FY2013 – 14 (July 1, 2013 to June 30, 2014) Expected Volumes

Incidents

2019

2692

New Enhancement work requests

4026

5370

Source: 2013-14 Recommended Budget Book

2.6.2 Tools - A number of tools exist in the ITD environment as they pertain to Service Desk operations and ITSM processes: Tool Name

Service Desk Express (SDE/Magic)

Password Station

Pinnacle

Shopware

Description The Service Desk at ITD has implemented Helpdesk software called Service Desk Express “Magic”. The Service Desk utilizes this tool to capture, assign and route tickets. The Service Desk has also implemented an automated Service Ticket generation/status through email, making it easier for County Departments to submit service requests. The ITD has implemented a Password Reset tool Password Station to assist users with self-help capabilities. The tool currently supports reset of a user’s Active Directory password. It is an Oracle based (n-1 version) parallel ticketing based tool currently utilized for billing of telecommunications work orders ONLY. The tool is not being used for incidents at this time. In addition 100% of facilities tickets (physical assets) are captured in Pinnacle system. Shopware is a Shop & Service package, specializing in the wireless communications and tower businesses helping to manage customer information, job tickets, service calls, as well as radios, towers, frequencies, and contracts. It is currently being utilized by Radio Shop at IT Department which supports wireless and wired communications and Infrastructure for 911/Public Safety/Non-Public Safety agencies. Radio Shop works as Partners with Network, Telecom and Desktop services teams. Details of service calls reside in Shopware, including Serial numbers, ID numbers of equipment, client and caller information.

Key Users Service Desk at ITD, IT Group at Department of Health also utilizes Service Desk Express as its internal tool, although it is run as a separate instance. The Department of Social Services uses the same instance of SDE Magic as ITD, but has a group level segregation at the database level. Up to 2,800 ea. end users, the current license count.

Telecom department at ITD

RadioShop at IT Department

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2.6.3 Innotas

CGI and Kronos

Other major Software Applications Cloud based solution for IT Project Portfolio Management, Resource Management, and Application Portfolio Management and has been recently implemented by ITD. CGI and Kronos are the enterprise wide finance/time keeping tools. CGI is an enterprise wide finance system that the IT Service Tools need to feed information into from a billing and accounting perspective.

IT Department

All departments

The diagram below highlights various existing tools in place and their integration points with each other. Requestor Completes Electronic Requisition Form

Employee enters Service Request Work Details Web App or Mobile Device

Employee enters Labor Web App or Mobile Device

Actual Labor

SR Details

Assets

Kronos

Serv Req Nbr Warehouse Radio Assets

Assets Radio Assets Workstation Software

All Labor For ITD/Radio/Telco

SCCM

Active Directory

Proj Nbr

Proj Labor

SR Labor

Service Delivery Tool

Innotas

Desktop Server TelCo Radio counts Userid Fee Information Phone Utilization Information TelCo Bill

Time Card Hrs ITD Billing Integration Application & Billing Portal Manual Input for ERP

Call Accounting

ERP Invoice

Current Process/Application Table 1

Existing Process: Currently the users contact Department DISCs/DISMs or Service Desk depending on their issue/ticket. The process currently varies across Departments. In some Departments, end users have to contact DISC/DISMs for all resolution who will then decide whether a ticket is warranted in the SDE system to obtain support from ITD. In other Departments, end-users contact the Service Desk directly. Some of the Departments also maintain a separate list of incidents that are resolved without involving ITD. The ticket information 13 of 65 Prepared by D. Lewelling, MAI

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provided above is only for tickets opened in the SDE Magic system and does not include other such sources of incident reports. The department DISCs typically try to perform a first level resolution if the incident is limited to applications or other IT components being managed within the Department. If not, they route the ticket to Service Desk or, at times, directly to ITD resolver groups. The departments (DSS, Health etc.) work on their own tickets, but for tickets passed onto ITD, visibility can be a challenge due to lack of integration with Service Desk tool. The current system can be too cumbersome as work/time data entry is required in multiple places. Per current estimates, 30% of tickets are probably duplicated due to reentry into other systems (Pinnacle etc.). Best practice would be to leverage one system (single instance). The diagram below provides the high level overview of stakeholders and departments.

2.7

Challenges with the Current State: • There is no prioritization or scheduling aspect to the current operational state. • There is no estimated completion time visibility to customers (no SLA). Service expectations not being set. • There is little or no continuity or visibility among IT Service Teams related to the same customer incident. 14 of 65

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3.0 PRE-QUALIFYING CRITERIA 3.1

RFP Proposals submitted by Third Party Vendors of the software solution will not be considered. RFP Proposals should be submitted by Source Vendors of the software solution only.

4.0 CALENDAR OF EVENTS 4.1

Issue RFP

August 1, 2013

4.2

Pre-Proposal Meeting (optional)

4.3

Deadline for Written Questions

4.4

Proposal Submittal Deadline

4.5

Estimated Notification of Short List

4.6

Proof of Concept Deadline

4.7

Estimated Notification of Selection

4.8

Estimated AGREEMENT Date

Monday, August 19, 2013 3:00 p.m., PST, Friday, August 30, 2013 3:00 p.m., PST, Wednesday, September 18, 2013 Wednesday, September 25, 2013 3:00 p.m., PST, Monday, October 7, 2013 Wednesday, October 23, 2013 November 5, 2013

This schedule is subject to change as necessary. 4.9

FUTURE ADDENDA: CONTRACTORS, who received notification of this solicitation by means other than through a County of Monterey mailing, shall contact the person designated in the COUNTY POINTS OF CONTACT herein to request to be added to the mailing list. Inclusion on the mailing list is the only way to ensure timely notification of any addenda and/or information that may be issued prior to the solicitation submittal date. IT IS THE CONTRACTORS’ SOLE RESPONSIBILITY TO ENSURE THAT THEY RECEIVE ANY AND ALL ADDENDA FOR THIS RFP by either informing the County of their mailing information or by regularly checking the County’s Solicitation Center web page at www.co.monterey.ca.us/admin/solicitcenter.htm. Addenda will be posted on the website the day they are released.

4.10

PRE-PROPOSAL MEETING: An OPTIONAL pre-proposal meeting will be held on August 19, 2013 at 1:30PM (PST) at the Monterey County Information Technology, 1590 Moffett Street, Salinas, CA, 93905. Those interested in submitting a proposal are 15 of 65

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highly encouraged to attend this meeting. The purpose of this meeting is to provide clarification and answer questions. No presentations are required. Please indicate your intent to attend this meeting by sending a response to the contact person listed in Section 5.1 herein.

5.0 COUNTY POINTS OF CONTACT 5.1

Questions and correspondence regarding this solicitation shall be directed to: Primary Contact for the County

DeAundra Lewelling Management Analyst I 168 W. Alisal Street, 3rd Floor Salinas, CA 93901-2439 PHONE: (831) 755-4998 FAX: (831) 755-4969 Email: [email protected]

5.2

All questions regarding this solicitation shall be submitted in writing (E-mail or FAX is acceptable). The questions will be researched and the answers will be communicated to all known interested CONTRACTOR(s) after the deadline for receipt of questions.

5.3

The deadline for submitting written questions regarding this solicitation is indicated in the CALENDAR OF EVENTS herein. Questions submitted after the deadline will not be answered.

5.4

Only answers to questions communicated by formal written addenda will be binding.

5.5

Prospective CONTRACTOR(s) shall not contact County officers or employees with questions or suggestions regarding this solicitation except through the primary contact person listed above. Any unauthorized contact may be considered undue pressure and cause for disqualification of the CONTRACTOR.

6.0 SCOPE OF WORK 6.1

Contractor Minimum Work Performance Percentage: CONTRACTOR shall perform with his own organization contract work amounting to not less than 50 percent of the original total contract price, except that any designated 'Specialty Items' may be performed by subcontract and the amount of any such 'Specialty Items' so performed may be deducted from the original total AGREEMENT price before computing the amount of work required to be performed by CONTRACTOR with its organization.

6.2

All work shall be done on a work order basis as requested by the ordering County department. 16 of 65

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6.3

The Service Delivery/Billing Data Flow is incorporated into this RFP as Exhibit A. The Diagram reflects the following: 6.3.1 Existing applications to be replaced by an enterprise solutions 6.3.2 Existing applications which need to integrate with the proposed solutions 6.3.3 Existing applications that can be replaced by the proposed solution or can remain and be integrated into the proposed solutions

6.4

The Proposal shall include a thorough response to each of the categories specified in the Information Technology Systems Management Requirements Table incorporated as Attachment C of this RFP. The responses need to be numbered according to the Requirement # and Requirement Category. Responses to each requirement must have a sufficient level of detail to explain or illustrate how your solution satisfies the requirement.

6.5

The Proposal shall include a detailed implementation plan with a scheduled go-live timeframe of July 2014.

6.7

The Proposal shall include the minimum hardware and software requirements. County shall be responsible for the provision of all hardware necessary for the project.

6.8

For critical feature functionality that the vendor does not provide, has the vendor partnered with another vendor or know of existing solutions that integrate with the proposed solution?

6.9

The proposed solution needs to include the staff level expectations necessary to support the solution.

7.0 CONTRACT TERM 7.1

The term of the AGREEMENT(s) will be for a period of three (3) years with the option to extend the AGREEMENT for two (2) additional one (1) year period(s). 7.1.1

7.2

If the AGREEMENT includes options for renewal or extension, CONTRACTOR must commence negotiations for any desired rate changes a minimum of ninety days (90) prior to the expiration of the AGREEMENT. 7.2.1

7.3

County is not required to state a reason if it elects not to renew.

Both parties shall agree upon rate extension(s) or changes in writing.

The AGREEMENT shall contain a clause that provides that County reserves the right to cancel the AGREEMENT, or any extension of the AGREEMENT, without cause, with a thirty day (30) written notice, or immediately with cause. 17 of 65

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8.0 PROPOSAL/QUALIFICATIONS PACKAGE REQUIREMENTS 8.1

CONTENT AND LAYOUT: 8.1.1

CONTRACTOR shall provide the information as requested and as applicable to the proposed goods and services. The proposal package shall be organized as per the table below; headings and section numbering utilized in the proposal package shall be the same as those identified in the table. Proposal packages shall include at a minimum, but not limited to, the following information in the format indicated: Proposal or Qualifications Package Layout; Organize and Number Sections as Follows:

Section 1 Section 2 Section 3 Section 4 Section 5 Section 6 Section 7 Section 8

COVER LETTER (INCLUDING CONTACT INFO) SIGNATURE PAGE RECEIPT OF SIGNED ADDENDA (IF ANY) TABLE OF CONTENTS PROJECT EXPERIENCE AND REFERENCES (ATTACHMENT A) SCOPE OF WORK : RESPONSE, PROJECT IMPLEMENTATION INFORMATION TECHNOLOGY SYSTEMS MANAGEMENT REQUIREMENTS TABLE (ATTACHMENT C) PRICING/RATE SHEET (ATTACHMENT B) ENVIRONMENTALLY FRIENDLY PRACTICES EXCEPTIONS APPENDIX

Section 1, Requirements: Cover Letter: All proposals must be accompanied by a cover letter not exceeding two (2) single-sided pages and should provide firm information and Contact information as follows: Contact Info: The name, address, telephone number, and fax number of CONTRACTOR’s primary contact person during the solicitation process through to potential contract award. Firm Info: Description of the type of organization (e.g. corporation, partnership, including joint venture teams and subcontractors) and how many years it’s been in existence. All office/studio locations shall be indicated.

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Signed Signature Page and Signed Addenda (if any addenda were released for this solicitation). Proposal packages submitted without this page will be deemed non-responsive. All signatures must be manual and in BLUE ink. All prices and notations must be typed or written in BLUE ink. Errors may be crossed out and corrections printed in ink or typed adjacent, and must be initialed in BLUE ink by the person signing the proposal. Table of Contents Section 2, Project Experience & References: Key Staff Persons: CONTRACTOR shall identify key staff and their qualifications and experience proposed for the service identified herein. Unless otherwise specified, staff listed by CONTRACTOR will perform the work as required herein solely without assistance from others not listed in the proposal. Experience & References: CONTRACTOR shall describe experience working on similar Information Technology Infrastructure Library (ITIL) and Information Technology Service Management (ITSM) projects. The Proposals shall include four (4) references with at least three (3) references to be a local, state, or federal agency. CONTRACTOR shall complete and submit ATTACHMENT A attached hereto in which contact information of former clients is included. Please include phone number and email address if possible as the County will conduct reference checks using this information. Violations: CONTRACTOR shall submit copies of all notices of violations, corrective action notices, enforcement actions or orders, warning notices, writings, or other forms of permit violation/non-compliance documentation (such as OSHA) received by CONTRACTOR, or any business organization owned or operated by the CONTRACTOR which are its parent company and/or subsidiaries, from any public agency during 2005 up to and including the present day. Section 3, Scope of Work: CONTRACTOR will provide a thorough response in a table format. The numbering for each response shall correspond with the Scope of Work section. Section 4, Information Technology Systems Management Requirements Table: CONTRACTOR shall provide a thorough response to all the numbered items on ATTACHMENT C – INFORMATION TECHNOLOGY SYSTEMS 19 of 65 Prepared by D. Lewelling, MAI

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MANAGEMENT REQUIREMENTS TABLE attached hereto. The responses shall be numbered to correspond with the item and category. Section 5, Pricing: CONTRACTOR shall complete and submit pricing as per ATTACHMENT B – PRICING/RATE SHEET attached hereto. All applicable taxes shall be included in the rates stated. The Proposal shall include the rates based upon the hosted scenario vs. the local management scenario. Pricing and rates will be a competitive factor. The Proposal shall include the Pricing Sheet. Section 6, Environmentally Friendly Practices: CONTRACTOR shall summarize all environmentally friendly practices it adheres to in the course of doing business as relevant to County’s Climate-Friendly Purchasing Policy (Reference: www.co.monterey.ca.us/admin/policies.htm). CONTRACTOR shall indicate whether or not it is a ‘Green Certified’ Business and state which governing authority administered the certification. Section 7, Exceptions: Submit any and all exceptions to this solicitation on separate pages, and clearly identify the top of each page with “EXCEPTION TO MONTEREY COUNTY SOLICITATION #10441” (indicate the applicable solicitation number). Each Exception shall reference the page number and section number, as appropriate. CONTRACTOR should note that the submittal of an Exception does not obligate the County to revise the terms of the RFP or AGREEMENT. Section 8, Appendix: Appendices: CONTRACTOR may provide any additional information that it believes to be applicable to this proposal or qualifications package and include such information in an Appendix section.

8.2

ADDITIONAL REQUIREMENTS: To be considered “responsive,” submitted proposal packages shall adhere to the following: 8.2.1

Six (6) hardcopy sets of the proposal or qualifications package (one original proposal marked “Original” plus five copies) shall be submitted in response to this solicitation. Each copy shall include a cover indicating the company name 20 of 65

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submitting, and reference to “RFP #10441”. Additional copies may be requested by COUNTY at its discretion. 8.2.2 Proposals or qualifications packages shall be prepared on 8-1/2” x 11” paper, preferably duplex printed and stapled together without binder or plastic enclosure (environmentally friendly). Fold out charts, tables, spreadsheets, brochures, pamphlets, and other pertinent information or work product examples may be included as Appendices. 8.2.3 Reproductions of the Monterey County Seal shall not be used in any documents submitted in response to this solicitation. 8.2.4 CONTRACTOR shall not use white-out or a similar correction product to make late changes to their proposal or qualifications package but may instead line out and initial in BLUE ink any item which no longer is applicable or accurate. 8.2.5 To validate your proposal or qualifications package, submit the SIGNATURE PAGE (contained herein) with your proposal. Proposals or qualifications packages submitted without that page will be deemed non-responsive. Proposal signature must be manual, in BLUE ink, and included with the original copy of the proposal. Photocopies of the Signature Page may be inserted into the remaining proposal copies. All prices and notations must be typed or written in BLUE ink in the original proposal copy as well. Errors may be crossed out and corrections printed in BLUE ink or typed adjacent, and must be initialed in BLUE ink by the person signing the proposal. 8.3

CONFIDENTIAL OR PROPRIETARY CONTENT: Any page of the proposal or qualifications package that is deemed by CONTRACTOR to be a trade secret by the CONTRACTOR shall be clearly marked “CONFIDENTIAL INFORMATION” or “PROPRIETARY INFORMATION” at the top of the page.

9.0 PROOF OF CONCEPT 9.1

After the initial evaluation of the vendor proposals, the County shall shortlist vendors to provide a Proof of Concept (PoC) of their software. This PoC shall be based upon the functionalities required by the County and the County will provide a PoC Guide to help the shortlisted vendors prepare the PoC. The PoC Guide will contain a list of requirements and Use Cases that the vendors can use to show the software features and functionalities.

9.2

The PoC is envisaged to be web based and have all functionalities that are proposed in the vendor proposal, except where integration is required with another County or 3rd party system. The County would prefer that the vendor has an onsite solution expert walk the County team through the PoC. Thereafter, the PoC should provide access to County representatives for testing the system features and functionalities. The vendor solution expert should be available to help guide and answer questions.

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9.3

CONTRACTOR will need to allocate time with County for an onsite meeting, video conference call, web meeting, or audio conference to introduce the test instance prior to County testing the application.

10.0 SUBMITTAL INSTRUCTIONS & CONDITIONS 10.1

Submittal Identification Requirements: ALL SUBMITTALS MAILED OR DELIVERED CONTAINING PROPOSAL OR QUALIFICATIONS OR QUOTATION PACKAGES MUST BE SEALED AND BEAR ON THE OUTSIDE, PROMINENTLY DISPLAYED IN THE LOWER LEFT CORNER: THE SOLICITATION NUMBER RFP #10441 and CONTRACTORS COMPANY NAME.

10.2

Mailing Address: Proposal packages shall be mailed to County at the mailing address indicated on the Signature Page of this solicitation.

10.3

Due Date: Proposal packages must be received by County ON OR BEFORE the time and date specified, at the location and to the person specified on the Signature Page of this solicitation. It is the sole responsibility of the CONTRACTOR to ensure that the proposal package is received at or before the specified time. Postmarks and facsimiles are not acceptable. Proposals received after the deadline shall be rejected and returned unopened.

10.4

Shipping Costs: Unless stated otherwise, the F.O.B. for receivables shall be destination. Charges for transportation, containers, packaging and other related shipping costs shall be borne by the shipper.

10.5

Acceptance: Proposals are subject to acceptance at any time within 90 days after opening. Monterey County reserves the right to reject any and all proposal packages, or part of any proposal package, to postpone the scheduled deadline date(s), to make an award in its own best interest, and to waive any informalities or technicalities that do not significantly affect or alter the substance of an otherwise responsible proposal package and that would not affect a CONTRACTOR’S ability to perform the work adequately as specified.

10.6

Ownership: All submittals in response to this solicitation become the property of the County of Monterey. If a CONTRACTOR does not wish to submit a Proposal package but wishes to acknowledge the receipt of the request, the reply envelope shall be marked “No Bid”.

10.7

Compliance: Proposal or qualifications packages that do not follow the format, content and submittal requirements as described herein, or fail to provide the required documentation, may receive lower evaluation scores or be deemed non-responsive.

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10.8

CAL-OSHA: The items proposed shall conform to all applicable requirements of the California Occupational Safety and Health Administration Act of 1973 (CAL-OSHA).

11.0 SELECTION CRITERIA 11.1

The selection of CONTRACTOR and subsequent contract award(s) will be based on the criteria contained in this Solicitation, as demonstrated in the submitted proposal. CONTRACTOR should submit information sufficient for the County to easily evaluate proposals with respect to the selection criteria. The absence of required information may cause the Proposal to be deemed non-responsive and may be cause for rejection.

11.2

The selection of CONTRACTOR will be in two (2) Phases. 11.2.1 Phase I will be the review of the Proposal Package. The Proposal Package requirements will be based on: • Responses to the requirements contained in Section 6.0, SCOPE OF WORK • Responses to ATTACHMENT A, PROJECT EXPERIENCE AND REFERENCES • Responses to ATTACHMENT C, INFORMATION TECHNOLOGY SERVICE MANAGEMENT REQUIREMENTS • Response to ATTACHMENT B, PRICING SHEET 11.2.2 A Short List of Vendors will be chosen and will be notified to provide a test instance of the proposed software solution to County. 11.2.3 Phase II will be the set-up, presentation of the test instance of the software solution by vendor, and interactive testing of the application by designated County staff.

11.3

CONTRACTOR should submit information sufficient for County to easily evaluate proposals with respect to the selection criteria. The absence of required information may cause the Proposal to be deemed non-responsive and may be cause for rejection.

11.4 Criteria

Response (Yes/No)

11.4.1

Proposed Vendor facilities providing services to the County shall be located within the United States and shall be staffed by U.S.-located resources 11.4.2 The Vendor’s average gross annual revenue from the ITSM software sales over the last three (3) fiscal years is in excess of USD Ten Million ($10,000,000) per year 11.4.3 The Vendor must have at least Five (5) Government & Public sector clients The Vendor must have entered into at least Four (4) North America based Service Desk & IT Service Management software contracts within the last three (3) years where the following is true: 11.4.4 The average annual contract value of each was at least $250,000

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Criteria

Response (Yes/No)

11.4.5

Each contract included the provision of IT Service Management software and at least the following software modules: • Service Desk • Incident Management • Change Management • Release Management • Configuration Management Database (CMDB) • Asset Management 11.4.6 The reference must be utilizing more than 100 concurrent licenses or 300 named licenses. 11.4.7 Each contract included an integration or information exchange with project management, time keeping and billing systems 11.4.8 Each contract must be a reference account 1.4.9 Will Vendor’s organization act as a prime contractor if subcontractors are required to provide in scope services? Can you certify to the best of your knowledge that your organization or any of its officers: 11.4.10 Are not presently debarred, suspended, proposed for debarment, and declared ineligible or voluntarily excluded from covered transactions by any federal or state department or agency? 11.4.11 Have not within a five (5) year period preceding this RFP been convicted of or had a civil judgment rendered against them for commission of fraud or criminal offense in connection with obtaining, attempting to obtain, or performing a public (Federal, State, or local) transaction or contract under a public transaction; violation of Federal or State antitrust statutes or commission of embezzlement, theft, forgery, bribery, falsification or destruction of records, making false statements, or receiving stolen property? 11.4.12 Have not within a three (3) year period preceding this RFP had one or more contracts terminated for cause or default?

11.5

Evaluation criteria, used to establish a “short-list” for submittal of Proof of Concept (PoC), will include, but are not limited to the following: 11.5.1 PoC requirement will be acquired by the Scope of Work section herein 11.5.2 PoC shall include the ability for County to have web access to application 11.5.3 County shall submit questions to CONTRACTOR(s) during the PoC review period. CONTRACTOR(s) must respond within 48 hours and prior to the PoC review deadline for County. 11.5.4 ITD Technical contact will be as follows: Duane Wood ITD Change Manager/PMO 24 of 65

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County of Monterey, Information Technology 1590 Moffett Street Salinas, CA 93905 Phone: (831)759-6640 Fax: (831)759-6910 Email: [email protected] 11.6

AGREEMENT award(s) will not be based on cost alone.

11.7

To the extent of personnel and equipment to be provided under this agreement, CONTRACTOR, if so requested, shall afford the County an opportunity to inspect CONTRACTOR’S equipment prior to award of the agreement.

11.8

The award(s) resulting from this RFP will be made to the CONTRACTOR(s) that submit a response that, in the sole opinion of the county, best serves the overall interest of the County.

11.9

The award made from this RFP may be subject to approval by the County Board of Supervisors.

12.0 PRICING 12.1

CONTRACTOR(s) will complete ATTACHMENT B - PRICING SCHEDULE for the provision of services as outlined within this RFP.

12.2

CONTRACTOR prices stated in ATTACHMENT B - PRICING SCHEDULE shall be effective from the date the proposal is submitted to the day the AGREEMENT is awarded and through the initial term of the AGREEMENT.

12.3

Prior to the start of each project, the County department and CONTRACTOR(s) will mutually agree upon the budget for the project. 12.3.1 County will provide a defined scope 12.3.2 Pricing may be based upon an hourly rate or by the project, based upon the direction of the user department.

12.4

Prices quoted for work assignments must remain in effect for a minimum of thirty (30) days.

12.5

Invoicing by CONTRACTOR(s) will clearly itemize, but is not limited to the following: 12.5.1 the County Department receiving services; 25 of 65

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12.5.2 the purchase order number under which the invoice is to be charged; 12.5.3 the services provided; 12.5.4 the dates of services; 12.6

Proposals should include any early discounts and/or incentives offered.

13.0 PREFERENCE FOR LOCAL CONTRACTORS 13.1 Local Preference Policy: The County desires, whenever possible, to contract with qualified Local Vendors to provide goods and services to the County. A five percent (5%) preference will be applied to the scoring evaluation for a firm that qualifies as a Local Vendor. Local Vendor is defined as: 13.1.1 Vendor either owns, leases, rents or otherwise occupies a fixed office or other commercial building, or portion thereof, having a street address within Monterey County, Santa Cruz County, or San Benito County (the “Area”). Vendor possesses a valid and verifiable business license, if required, issued buy a city within the Area or by one of the three counties within the Area when the address is located in an unincorporated area within one of the three counties; and 13.1.2 Vendor employs at least one full time employee within the Area, or if the business has no employees, the business shall be at least fifty percent (50%) owned by one or more persons whose primary residence(s) is located within the Area; and 13.1.3 Vendor’s business must have been in existence, in Vendor’s name, within the Area for at least two (2) years immediately prior to the issuance of either a request for competitive bids or request for qualifications for the County; and

13.1.4 Newly established businesses which are owned by an individual(s) formerly employed by a Local Vendor for at least two (2) years also qualifies for the preference; and 13.1.5 If applicable vendor must possess a valid resale license from the State Franchise Tax Board showing vendor’s local address within the Area and evidencing that payment of the local share of the sales tax goes to either a city within the Area or to one of the three counties within the defined Area. A firm seeking to be recognized as a Local Vendor for purposes of this procurement shall register as a local vendor with the County via the Vendor Registration Link: Vendor Self Service (VSS) located at http://www.co.monterey.ca.us/admin/vendorinfo.htm, and submit the Local Business Declaration Form with their SOQ (Attachment B) 26 of 65 Prepared by D. Lewelling, MAI

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13.2

Small Local Business Outreach Program: The County has implemented a policy to promote utilization of local businesses which are small or minority-owned such as Disadvantaged Business Enterprises, Minority Business Enterprises, Woman Business Enterprises, and Disabled Veteran Business Enterprises. A “small business” as defined by Government Code section 14837(d)(1) means an independently owned and operated business that is not dominant in its field of operation, the principal office of which is located in California, the officers of which are domiciled in California, and which, together with affiliates, has 100 or fewer employees, and average annual gross receipts of ten million dollars ($10,000,000) or less over the previous three years, or is a manufacturer, as defined in subdivision ( c ), with 100 or fewer employees. The County offers online Self-Certification specifically for these types of businesses to formulate partnerships which create an environment of inclusion in county procurement and contracting.

Up to an additional five percent (5%) preference will be applied to the scoring evaluation for a firm that submits documentation of participation from small local businesses for outside services needed for this Project. 13.3

Climate-Friendly Purchasing Policy: The County is committed to procuring climatefriendly goods and services that meet its performance standards and requirements at a competitive cost. As such, it is the policy of the County, if applicable, practicable, and economically feasible, to purchase services from businesses’ which have been certified “Green” by reputable agencies, and which adhere to environmentally-friendly practices in the performance of its business. Up to an additional five percent (5%) preference will be applied to the scoring evaluation for proposals which submit documentation the firm is a ‘Green Certified’ Business, indicting which governing authority administered the certification, and which document all environmentally friendly practices the firm adheres to in the course of doing business as relevant to the County’s Climate-Friendly Purchasing Policy(Ref:http://www.in.co.monterey.ca.us/admin/pdfs/ClimateFriendlyPurchasingPolicy.pdf).

14.0 CONTRACT AWARDS 14.1

Multiple Award(s): County has the option to award a portion or portions of this contract to multiple successful CONTRACTOR(s) at the sole discretion of and benefit to County.

14.2

No Guaranteed Value: County does not guarantee a minimum or maximum dollar value for any AGREEMENT or AGREEMENTS resulting from this solicitation.

14.3

Board of Supervisors: The award(s) made from this solicitation may be subject to approval by the County Board of Supervisors.

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14.4

Interview: County reserves the right to interview selected CONTRACTOR before a contract is awarded. The costs of attending any interview are the CONTRACTOR’S responsibility.

14.5

Incurred Costs: County is not liable for any cost incurred by CONTRACTOR in response to this solicitation.

14.6

Notification: All CONTRACTORS who have submitted a Proposal or Qualifications Package will be notified of the final decision as soon as it has been determined.

14.7

In County’s Best Interest: The award(s) resulting from this solicitation will be made to the CONTRACTOR that submit(s) a response that, in the sole opinion of County, best serves the overall interest of County.

15.0 SEQUENTIAL CONTRACT NEGOTIATION 15.1

County will pursue contract negotiations with the CONTRACTOR who submit(s) the best Proposal or is deemed the most qualified in the sole opinion of County, and which is in accordance with the criteria as described within this solicitation. If the contract negotiations are unsuccessful, in the opinion of either County or CONTRACTOR, County may pursue contract negotiations with the entity that submitted a Proposal which County deems to be the next best qualified to provide the services, or County may issue a new solicitation or take any other action which it deems to be in its best interest.

16.0 AGREEMENT TO TERMS AND CONDITIONS 16.1

CONTRACTOR selected through the solicitation process will be expected to execute a formal AGREEMENT with County for the provision of the requested service. The AGREEMENT shall be written by County in a standard format approved by County Counsel, similar to the “SAMPLE AGREEMENT SECTION” herein. Submission of a signed bid/proposal and the SIGNATURE PAGE will be interpreted to mean CONTRACTOR HAS AGREED TO ALL THE TERMS AND CONDITIONS set forth in the pages of this solicitation and the standard provisions included in the SAMPLE AGREEMENT Section herein. County may but is not required to consider including language from the CONTRACTOR’S proposed AGREEMENT, and any such submission shall be included in the EXCEPTIONS section of CONTRACTOR’S proposal.

17.0 COLLUSION 17.1

CONTRACTOR shall not conspire, attempt to conspire, or commit any other act of collusion with any other interested party for the purpose of secretly, or otherwise, 28 of 65

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establishing an understanding regarding rates or conditions to the solicitation that would bring about any unfair conditions.

18.0 RIGHTS TO PERTINENT MATERIALS 18.1

All responses, inquiries, and correspondence related to this solicitation and all reports, charts, displays, schedules, exhibits, and other documentation produced by the CONTRACTOR that are submitted as part of the submittal will become the property of the County when received by the County and may be considered public information under applicable law. Any proprietary information in the submittal must be identified as such and marked “CONFIDENTIAL INFORMATION” or “PROPRIETARY INFORMATION”. The County will not disclose proprietary information to the public, unless required by law; however, the County cannot guarantee that such information will be held confidential.

19.0 INDEMNIFICATION 19.1

CONTRACTOR shall indemnify, defend, and hold harmless the County, its officers, agents, and employees, from and against any and all claims, liabilities, and losses whatsoever (including damages to property and injuries to or death of persons, court costs, and reasonable attorneys’ fees) occurring or resulting to any and all persons, firms or corporations furnishing or supplying work, services, materials, or supplies in connection with the performance of this Agreement, and from any and all claims, liabilities, and losses occurring or resulting to any person, firm, or corporation for damage, injury, or death arising out of or connected with the CONTRACTOR’s performance of this Agreement, unless such claims, liabilities, or losses arise out of the sole negligence or willful misconduct of the County. “CONTRACTOR’s performance” includes CONTRACTOR’s action or inaction and the action or inaction of CONTRACTOR’s officers, employees, agents and subcontractors.

20.0 LICENSING/SECURITY REQUIREMENTS 20.1

CONTRACTOR is required to ensure that all services, costs, and materials must, at minimum, meet the specifications for State of California and CAL/OSHA regulations, as applicable.

20.2

CONTRACTOR is to ensure that the insurance and required licenses under both state and local jurisdictions are current during the full term of the AGREEMENT.

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21.0 INSURANCE REQUIREMENTS 21.1

Evidence of Coverage: Prior to commencement of this Agreement, the Contractor shall provide a “Certificate of Insurance” certifying that coverage as required herein has been obtained. Individual endorsements executed by the insurance carrier shall accompany the certificate. In addition, the Contractor upon request shall provide a certified copy of the policy or policies. This verification of coverage shall be sent to the County’s Contracts/Purchasing Department, unless otherwise directed. The Contractor shall not receive a “Notice to Proceed” with the work under this Agreement until it has obtained all insurance required and the County has approved such insurance. This approval of insurance shall neither relieve nor decrease the liability of the Contractor.

21.2

Qualifying Insurers: All coverage’s, except surety, shall be issued by companies which hold a current policy holder’s alphabetic and financial size category rating of not less than A- VII, according to the current Best’s Key Rating Guide or a company of equal financial stability that is approved by the County’s Purchasing Manager.

21.3

Insurance Coverage Requirements: Without limiting CONTRACTOR’s duty to indemnify, CONTRACTOR shall maintain in effect throughout the term of this Agreement a policy or policies of insurance with the following minimum limits of liability: Commercial General Liability Insurance, including but not limited to premises and operations, including coverage for Bodily Injury and Property Damage, Personal Injury, Contractual Liability, Broad form Property Damage, Independent Contractors, Products and Completed Operations, with a combined single limit for Bodily Injury and Property Damage of not less than $1,000,000 per occurrence. (Note: any proposed modifications to these general liability insurance requirements shall be attached as an Exhibit hereto, and the section(s) above that are proposed as not applicable shall be lined out in blue ink. All proposed modifications are subject to County approval.) Business Automobile Liability Insurance, covering all motor vehicles, including owned, leased, non-owned, and hired vehicles, used in providing services under this Agreement, with a combined single limit for Bodily Injury and Property Damage of not less than $1,000,000 per occurrence. (Note: any proposed modifications to these auto insurance requirements shall be attached as an Exhibit hereto, and the section(s) above that are proposed as not applicable shall be lined out in blue ink. All proposed modifications are subject to County approval.) 30 of 65

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Workers’ Compensation Insurance, if CONTRACTOR employs others in the performance of this Agreement, in accordance with California Labor Code section 3700 and with Employer’s Liability limits not less than $1,000,000 each person, $1,000,000 each accident and $1,000,000 each disease. (Note: any proposed modifications to these workers’ compensation insurance requirements shall be attached as an Exhibit hereto, and the section(s) above that are proposed as not applicable shall be lined out in blue ink. All proposed modifications are subject to County approval.) Professional Liability Insurance, if required for the professional services being provided, (e.g., those persons authorized by a license to engage in a business or profession regulated by the California Business and Professions Code), in the amount of not less than $1,000,000 per claim and $2,000,000 in the aggregate, to cover liability for malpractice or errors or omissions made in the course of rendering professional services. If professional liability insurance is written on a “claims-made” basis rather than an occurrence basis, the CONTRACTOR shall, upon the expiration or earlier termination of this Agreement, obtain extended reporting coverage (“tail coverage”) with the same liability limits. Any such tail coverage shall continue for at least three years following the expiration or earlier termination of this Agreement. (Note: any proposed modifications to these insurance requirements shall be attached as an Exhibit hereto, and the section(s) above that are proposed as not applicable shall be lined out in blue ink. All proposed modifications are subject to County approval.) 21.4

Other Requirements: All insurance required by this Agreement shall be with a company acceptable to the County and issued and executed by an admitted insurer authorized to transact Insurance business in the State of California. Unless otherwise specified by this Agreement, all such insurance shall be written on an occurrence basis, or, if the policy is not written on an occurrence basis, such policy with the coverage required herein shall continue in effect for a period of three years following the date CONTRACTOR completes its performance of services under this Agreement. Each liability policy shall provide that the County shall be given notice in writing at least thirty days in advance of any endorsed reduction in coverage or limit, cancellation, or intended non-renewal thereof. Each policy shall provide coverage for Contractor and additional insured’s with respect to claims arising from each subcontractor, if any, performing work under this Agreement, or be accompanied by a certificate of insurance from each subcontractor showing each subcontractor has identical insurance coverage to the above requirements. Commercial general liability and automobile liability policies shall provide an endorsement naming the County of Monterey, its officers, agents, and employees 31 of 65

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as Additional Insured’s with respect to liability arising out of the CONTRACTOR’S work, including ongoing and completed operations, and shall further provide that such insurance is primary insurance to any insurance or self-insurance maintained by the County and that the insurance of the Additional Insured’s shall not be called upon to contribute to a loss covered by the CONTRACTOR’S insurance. The required endorsement form for Commercial General Liability Additional Insured is ISO Form CG 20 10 11-85 or CG 20 10 10 01 in tandem with CG 20 37 10 01 (2000). The required endorsement form for Automobile Additional Insured endorsement is ISO Form CA 20 48 02 99. Prior to the execution of this Agreement by the County, CONTRACTOR shall file certificates of insurance with the County’s contract administrator and County’s Contracts/Purchasing Division, showing that the CONTRACTOR has in effect the insurance required by this Agreement. The CONTRACTOR shall file a new or amended certificate of insurance within five calendar days after any change is made in any insurance policy, which would alter the information on the certificate then on file. Acceptance or approval of insurance shall in no way modify or change the indemnification clause in this Agreement, which shall continue in full force and effect. CONTRACTOR shall at all times during the term of this Agreement maintain in force the insurance coverage required under this Agreement and shall send, without demand by County, annual certificates to County’s Contract Administrator and County’s Contracts/Purchasing Division. If the certificate is not received by the expiration date, County shall notify CONTRACTOR and CONTRACTOR shall have five calendar days to send in the certificate, evidencing no lapse in coverage during the interim. Failure by CONTRACTOR to maintain such insurance is a default of this Agreement, which entitles County, at its sole discretion, to terminate this Agreement immediately.

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SAMPLE AGREEMENT SECTION

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SAMPLE AGREEMENT BETWEEN COUNTY OF MONTEREY AND CONTRACTOR This AGREEMENT is made and entered into by and between the County of Monterey, a political subdivision of the State of California, hereinafter referred to as “County”, and _____________________, hereinafter referred to as “CONTRACTOR.”

SAMPLE RECITALS WHEREAS, County has invited proposals through the Request for Proposals (RFP # _____) for_______________, in accordance with the specifications set forth in this AGREEMENT; and WHEREAS, CONTRACTOR has submitted a responsive and responsible proposal to perform such services; and WHEREAS, CONTRACTOR has the expertise and capabilities necessary to provide the services requested. NOW THEREFORE, County and CONTRACTOR, for the consideration hereinafter named, agree as follows:

S1.0 PERFORMANCE OF THE AGREEMENT S1.1

After consideration and evaluation of the CONTRACTOR’S proposal, the County hereby engages CONTRACTOR to provide the services set forth in RFP # _____ and in this AGREEMENT on the terms and conditions contained herein and in RFP # _____. The intent of this AGREEMENT is to summarize the contractual obligations of the parties. The component parts of this AGREEMENT include the following: This AGREEMENT including all its attachments, Exhibits and Appendix RFP #_____ Addendum (or Addenda) #___ RFP # _____ dated ____________, including all attachments and exhibits CONTRACTOR’S Proposal dated ___________________, Certificate of Insurance Additional Insured Endorsements

S1.2

All of the above-referenced contract documents are intended to be complementary. Work required by one of the above-referenced contract documents and not by others shall be done as if required by all. In the event of a conflict between or among component parts of the contract, the contract documents shall be construed in the following order: AGREEMENT including all Attachments, Exhibits and Appendix, RFP #_____ 34 of 65

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Addendum/Addenda #__, RFP #_______ including all attachments and exhibits, Certificate of Insurance, and Additional Insured Endorsements. S1.3

CONTRACTOR warrants that CONTRACTOR and CONTRACTOR’s agents, employees, and subcontractors performing services under this AGREEMENT are specially trained, experienced, competent, and appropriately licensed to perform the work and deliver the services required under this AGREEMENT and are not employees of the County, or immediate family of an employee of the County.

S1.4

CONTRACTOR, its agents, employees, and subcontractors shall perform all work in a safe and skillful manner and in compliance with all applicable laws and regulations. All work performed under this AGREEMENT that is required by law to be performed or supervised by licensed personnel shall be performed in accordance with such licensing requirements. S1.4.1 CONTRACTOR must maintain all licenses throughout the term of the AGREEMENT.

S1.5

CONTRACTOR shall furnish, at its own expense, all materials, equipment, and personnel necessary to carry out the terms of this AGREEMENT, except as otherwise specified in this AGREEMENT. CONTRACTOR shall not use County premises, property (including equipment, instruments, or supplies) or personnel for any purpose other than in the performance of its obligations under this AGREEMENT.

S2.0 SCOPE OF SERVICE [____________________________________________________________________________________________]

S3.0 TERM OF AGREEMENT S3.1

The initial term shall commence with the signing of this AGREEMENT through and including _____, with the option to extend this AGREEMENT for _______________ additional _________ year periods. S3.1.1 County is not required to state a reason if it elects not to renew this AGREEMENT.

S3.2

CONTRACTOR shall commence negotiations for any desired rate changes a minimum of ninety days (90) prior to the expiration of this AGREEMENT in order to be considered. S3.2.1 Both parties shall agree upon rate extension(s) or changes in writing.

S3.3

County reserves the right to cancel this AGREEMENT, or any extension of this AGREEMENT, without cause, with a thirty day (30) written notice, or immediately with cause. 35 of 65

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S4.0 COMPENSATION AND PAYMENTS S4.1

It is mutually understood and agreed by both parties that CONTRACTOR shall be compensated under this AGREEMENT in accordance with the pricing sheet attached hereto.

S4.2

Prices shall remain firm for the initial term of this AGREEMENT and, thereafter, may be adjusted annually as provided in this paragraph. County does not guarantee any minimum or maximum amount of dollars to be spent under this AGREEMENT.

S4.3

Negotiations for rate changes shall be commenced, by CONTRACTOR, a minimum of ninety days (90) prior to the expiration of this AGREEMENT.

S4.4

Any discount offered by the CONTRACTOR must allow for payment after receipt and acceptance of services, material or equipment and correct invoice, whichever is later. In no case will a discount be considered that requires payment in less than 30 days.

S4.5

CONTRACTOR shall levy no additional fees or surcharges of any kind during the term of this AGREEMENT without first obtaining approval from County in writing.

S4.6

Tax: S4.6.1 Pricing as per this AGREEMENT is inclusive of all applicable taxes. S4.6.2 County is registered with the Internal Revenue Service, San Francisco office, and registration number 94-6000524. The County is exempt from Federal Transportation Tax; an exemption certificate is not required where shipping documents show Monterey County as consignee.

S5.0 INVOICES AND PURCHASE ORDERS S5.1

Invoices for all services rendered per this AGREEMENT shall be billed directly to the __________________ department at the following address: __________________________ __________________________

S5.2

CONTACTOR shall reference the RFP/RFQ number on all invoices submitted to County. CONTRACTOR shall submit such invoices periodically or at the completion of services, but in any event, not later than 30 days after completion of services. The invoice shall set forth the amounts claimed by CONTRACTOR for the previous period, together with an itemized basis for the amounts claimed, and such other information pertinent to the invoice. County shall certify the invoice, either in the requested amount or in such other amount as County approves in conformity with this AGREEMENT, and shall promptly 36 of 65

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submit such invoice to County Auditor-Controller for payment. County AuditorController shall pay the amount certified within 30 days of receiving the certified invoice. S5.3

All County of Monterey Purchase Orders issued for the AGREEMENT are valid only during the fiscal year in which they are issued (the fiscal year is defined as July 1 through June 30).

S5.4

Unauthorized Surcharges or Fees: Invoices containing unauthorized surcharges or unauthorized fees of any kind shall be rejected by County. Surcharges and additional fees not included the AGREEMENT must be approved by County in writing via an Amendment.

S6.0 STANDARD INDEMNIFICATION S6.1

CONTRACTOR shall indemnify, defend, and hold harmless County, its officers, agents, and employees, from and against any and all claims, liabilities, and losses whatsoever (including damages to property and injuries to or death of persons, court costs, and reasonable attorneys’ fees) occurring or resulting to any and all persons, firms or corporations furnishing or supplying work, services, materials, or supplies in connection with the performance of this AGREEMENT, and from any and all claims, liabilities, and losses occurring or resulting to any person, firm, or corporation for damage, injury, or death arising out of or connected with CONTRACTOR’s performance of this AGREEMENT, unless such claims, liabilities, or losses arise out of the sole negligence or willful misconduct of County. “CONTRACTOR’s performance” includes CONTRACTOR’s action or inaction and the action or inaction of CONTRACTOR’s officers, employees, agents and subcontractors.

S7.0 INSURANCE REQUIREMENTS S7.1

Evidence of Coverage: S7.1.1 Prior to commencement of this AGREEMENT, CONTRACTOR shall provide a “Certificate of Insurance” certifying that coverage as required herein has been obtained. Individual endorsements executed by the insurance carrier shall accompany the certificate. In addition CONTRACTOR upon request shall provide a certified copy of the policy or policies. S7.1.2 This verification of coverage shall be sent to the County’s Contracts/Purchasing Department, unless otherwise directed. CONTRACTOR shall not receive a “Notice to Proceed” with the work under this AGREEMENT until it has obtained all insurance required and such, insurance has been approved by County. This approval of insurance shall neither relieve nor decrease the liability of CONTRACTOR. 37 of 65

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S7.2

Qualifying Insurers: All coverages, except surety, shall be issued by companies which hold a current policy holder’s alphabetic and financial size category rating of not less than A- VII, according to the current Best’s Key Rating Guide or a company of equal financial stability that is approved by County’s Purchasing Officer.

S7.3

Insurance Coverage Requirements: S7.3.1 Without limiting CONTRACTOR’s duty to indemnify, CONTRACTOR shall maintain in effect throughout the term of this AGREEMENT a policy or policies of insurance with the following minimum limits of liability: S7.3.1.1 Commercial general liability insurance, including but not limited to premises and operations, including coverage for Bodily Injury and Property Damage, Personal Injury, Contractual Liability, Broadform Property Damage, Independent Contractors, Products and Completed Operations, with a combined single limit for Bodily Injury and Property Damage of not less than $1,000,000 per occurrence.

S7.4

S7.3.2

Business automobile liability insurance, covering all motor vehicles, including owned, leased, non-owned, and hired vehicles, used in providing services under this AGREEMENT, with a combined single limit for Bodily Injury and Property Damage of not less than $1,000,000 per occurrence.

S7.3.3

Workers’ Compensation Insurance, if CONTRACTOR employs others in the performance of this AGREEMENT, in accordance with California Labor Code section 3700 and with Employer’s Liability limits not less than $1,000,000 each person, $1,000,000 each accident and $1,000,000 each disease.

S7.3.4

Professional liability insurance, if required for the professional services being provided, (e.g., those persons authorized by a license to engage in a business or profession regulated by the California Business and Professions Code), in the amount of not less than $1,000,000 per claim and $2,000,000 in the aggregate, to cover liability for malpractice or errors or omissions made in the course of rendering professional services. If professional liability insurance is written on a “claims-made” basis rather than an occurrence basis, CONTRACTOR shall, upon the expiration or earlier termination of this AGREEMENT, obtain extended reporting coverage (“tail coverage”) with the same liability limits. Any such tail coverage shall continue for at least three years following the expiration or earlier termination of this AGREEMENT.

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S7.4.1 All insurance required by this AGREEMENT shall be with a company acceptable to County and issued and executed by an admitted insurer authorized to transact Insurance business in the State of California. Unless otherwise specified by this AGREEMENT, all such insurance shall be written on an occurrence basis, or, if the policy is not written on an occurrence basis, such policy with the coverage required herein shall continue in effect for a period of three years following the date CONTRACTOR completes its performance of services under this AGREEMENT. S7.4.2 Each liability policy shall provide that County shall be given notice in writing at least thirty days in advance of any endorsed reduction in coverage or limit, cancellation, or intended non-renewal thereof. Each policy shall provide coverage for CONTRACTOR and additional insured’s with respect to claims arising from each subcontractor, if any, performing work under this AGREEMENT, or be accompanied by a certificate of insurance from each subcontractor showing each subcontractor has identical insurance coverage to the above requirements. S7.4.3 Commercial general liability and automobile liability policies shall provide an endorsement naming the County of Monterey, its officers, agents, and employees as Additional Insured’s with respect to liability arising out of the CONTRACTOR’S work, including ongoing and completed operations, and shall further provide that such insurance is primary insurance to any insurance or selfinsurance maintained by the County and that the insurance of the Additional Insured’s shall not be called upon to contribute to a loss covered by the CONTRACTOR’S insurance. The required endorsement form for Commercial General Liability Additional Insured is ISO Form CG 20 10 11-85 or CG 20 10 10 01 in tandem with CG 20 37 10 01 (2000). The required endorsement form for Automobile Additional Insured endorsement is ISO Form CA 20 48 02 99. S7.4.4 Prior to the execution of this AGREEMENT by County, CONTRACTOR shall file certificates of insurance with County’s contract administrator and County’s Contracts/Purchasing Division, showing that CONTRACTOR has in effect the insurance required by this AGREEMENT. CONTRACTOR shall file a new or amended certificate of insurance within five calendar days after any change is made in any insurance policy, which would alter the information on the certificate then on file. Acceptance or approval of insurance shall in no way modify or change the indemnification clause in this AGREEMENT, which shall continue in full force and effect. S7.4.5 CONTRACTOR shall at all times during the term of this AGREEMENT maintain in force the insurance coverage required under this AGREEMENT and shall send, without demand by County, annual certificates to County’s Contract Administrator and County’s Contracts/Purchasing Division. If the certificate is not received by the expiration date, County shall notify CONTRACTOR and CONTRACTOR shall have five calendar days to send in the certificate, 39 of 65 Prepared by D. Lewelling, MAI

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evidencing no lapse in coverage during the interim. Failure by CONTRACTOR to maintain such insurance is a default of this AGREEMENT, which entitles County, at its sole discretion, to terminate this AGREEMENT immediately.

S8.0 RECORDS AND CONFIDENTIALITY S8.1

Confidentiality: CONTRACTOR and its officers, employees, agents, and subcontractors shall comply with any and all federal, state, and local laws, which provide for the confidentiality of records and other information. CONTRACTOR shall not disclose any confidential records or other confidential information received from the County or prepared in connection with the performance of this AGREEMENT, unless County specifically permits CONTRACTOR to disclose such records or information. CONTRACTOR shall promptly transmit to County any and all requests for disclosure of any such confidential records or information. CONTRACTOR shall not use any confidential information gained by CONTRACTOR in the performance of this AGREEMENT except for the sole purpose of carrying out CONTRACTOR’s obligations under this AGREEMENT.

S8.2

County Records: When this AGREEMENT expires or terminates, CONTRACTOR shall return to County any County records which CONTRACTOR used or received from County to perform services under this AGREEMENT.

S8.3

Maintenance of Records: CONTRACTOR shall prepare, maintain, and preserve all reports and records that may be required by federal, state, and County rules and regulations related to services performed under this AGREEMENT.

S8.4

Access to and Audit of Records: County shall have the right to examine, monitor and audit all records, documents, conditions, and activities of CONTRACTOR and its subcontractors related to services provided under this AGREEMENT. The parties to this AGREEMENT may be subject, at the request of County or as part of any audit of County, to the examination and audit of the State Auditor pertaining to matters connected with the performance of this AGREEMENT for a period of three years after final payment under the AGREEMENT.

S9.0 NON-DISCRIMINATION S9.1

During the performance of this contract, CONTRACTOR shall not unlawfully discriminate against any employee or applicant for employment because of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, marital status, age (over 40), sex, or sexual orientation. CONTRACTOR shall ensure that the evaluation and treatment of its employees and applicants for employment are free of such discrimination. CONTRACTOR shall comply with the provisions of the Fair Employment and Housing Act (Government Code, §12900, et seq.) and the 40 of 65

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applicable regulations promulgated thereunder (California Code of Regulations, Title 2, §7285.0, et seq.). S9.2

The applicable regulations of the Fair Employment and Housing Commission implementing Government Code, §12900, et seq., set forth in Chapter 5 of Division 4 of Title 2 of the California Code of Regulations are incorporated into this AGREEMENT by reference and made a part hereof as if set forth in full.

S9.3

CONTRACTOR shall include the non-discrimination and compliance provisions of the clause in all AGREEMENTs with subcontractors to perform work under the contract.

S10.0 OVERRIDING CONTRACTOR PERFORMANCE REQUIREMENTS S10.1 Independent Contractor: CONTRACTOR shall be an independent contractor and shall not be an employee of Monterey County, nor immediate family of an employee of County. CONTRACTOR shall be responsible for all insurance (General Liability, Automobile, Workers’ Compensation, unemployment, etc.) and all payroll-related taxes. CONTRACTOR shall not be entitled to any employee benefits. CONTRACTOR shall control the manner and means of accomplishing the result contracted for herein. S10.2 Non-Assignment: CONTRACTOR shall not assign this contract or the work required herein without the prior written consent of County. S10.3 Any subcontractor shall comply with all of County of Monterey requirements, including insurance and indemnification requirements as detailed in the SAMPLE AGREEMENT.

S11.0 CONFLICT OF INTEREST S11.1 CONTRACTOR covenants that it presently has no interest, and shall not have any interest, direct or indirect, which would conflict in any manner with the performance of services required under this AGREEMENT. Without limitation, CONTRACTOR represents to and agrees with COUNTY that CONTRACTOR has no present, and will have no future, conflict of interest between providing COUNTY services hereunder and any other person or entity (including but not limited to any federal or state environmental or regulatory agency) which has any interest adverse or potentially adverse to COUNTY, as determined in the reasonable judgment of the Board of Supervisors of COUNTY. S11.2 CONTRACTOR agrees that any information, whether proprietary or not, made known to or discovered by it during the performance of or in connection with this AGREEMENT for COUNTY will be kept confidential and not be disclosed to any other person. CONTRACTOR agrees to immediately notify COUNTY in accordance with the Notices Section of this AGREEMENT, if it is requested to disclose any information made known to or discovered by it during the performance of or in connection with this 41 of 65 Prepared by D. Lewelling, MAI

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AGREEMENT. These conflict of interest and future service provisions and limitations shall remain fully effective five (5) years after termination of services to COUNTY hereunder.

S12.0 COMPLIANCE WITH APPLICABLE LAWS S12.1 CONTRACTOR shall keep itself informed of and in compliance with all federal, state and local laws, ordinances, regulations, and orders, including but not limited to all state and federal tax laws that may affect in any manner the Project or the performance of the Services or those engaged to perform Services under this AGREEMENT. CONTRACTOR shall procure all permits and licenses, pay all charges and fees, and give all notices required by law in the performance of the Services. S12.2 CONTRACTOR shall report immediately to County’s Contracts/Purchasing Officer, in writing, any discrepancy or inconsistency it discovers in the laws, ordinances, regulations, orders, and/or guidelines in relation to the Project of the performance of the Services. S12.3 All documentation prepared by CONTRACTOR shall provide for a completed project that conforms to all applicable codes, rules, regulations and guidelines that are in force at the time such documentation is prepared.

S13.0 DRUG FREE WORKPLACE S13.1 CONTRACTOR and CONTRACTOR’S employees shall comply with the COUNTY’S policy of maintaining a drug free workplace. Neither CONTRACTOR nor CONTRACTOR’S employees shall unlawfully manufacture, distribute, dispense, possess or use controlled substances, as defined in 21 U.S. Code § 812, including, but not limited to, marijuana, heroin, cocaine, and amphetamines, at any COUNTY facility or work site. If CONTRACTOR or any employee of CONTRACTOR is convicted or pleads nolo contendere to a criminal drug statute violation occurring at a COUNTY facility or work site, the CONTRACTOR shall, within five days thereafter notify the head of the COUNTY department/agency for which the AGREEMENT services are performed. Violation of this provision shall constitute a material breach of this AGREEMENT.

S14.0 TIME OF ESSENCE S14.1 Time is of the essence in respect to all provisions of this AGREEMENT that specify a time for performance; provided, however, that the foregoing shall not be construed to limit or deprive a party of the benefits of any grace or use period allowed in this AGREEMENT. 42 of 65 Prepared by D. Lewelling, MAI

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S15.0 PERFORMANCE ASSURANCE AND WAIVER OF BREACH S15.1 Assurance of Performance: If at any time County believes CONTRACTOR may not be adequately performing its obligations under this AGREEMENT or that CONTRACTOR may fail to complete the Services as required by this AGREEMENT, County may request from CONTRACTOR prompt written assurances of performance and a written plan acceptable to County, to correct the observed deficiencies in CONTRACTOR’S performance. CONTRACTOR shall provide such written assurances and written plan within ten (10) calendar days of its receipt of County’s request and shall thereafter diligently commence and fully perform such written plan. CONTRACTOR acknowledges and agrees that any failure to provide such written assurances and written plan within the required time is a material breach under this AGREEMENT. If County accepts the plan it shall issue a signed waiver. S15.1.1 Waiver: No waiver of a breach, failure of any condition, or any right or remedy contained in or granted by the provisions of this AGREEMENT shall be effective unless it is in writing and signed by the party waiving the breach, failure, right or remedy. No waiver of any breach, failure, right or remedy shall be deemed a waiver of any other breach, failure, right or remedy, whether or not similar, nor shall any waiver constitute a continuing waiver unless the writing so specifies.

S16.0 RIGHTS AND REMEDIES OF THE COUNTY FOR DEFAULT S16.1 In the case of default by CONTRACTOR, County may procure the articles or services from other sources and may recover the loss occasioned thereby from any unpaid balance due to CONTRACTOR or by proceeding against any performance bond of CONTRACTOR, if any, or by suit against CONTRACTOR. The prices paid by County shall be considered the prevailing market price at the time such purchase(s) may be made. Inspections of deliveries or offers for deliveries that do not meet specifications shall be made at the expense of CONTRACTOR.

S17.0 FORCE MAJEURE S17.1 "Force Majeure" means any cause beyond the reasonable control of a party, including but not limited to acts of God, civil or military disruption, fire, strike, flood, riot, war, or inability due to the aforementioned causes to obtain necessary labor, materials or facilities. 43 of 65 Prepared by D. Lewelling, MAI

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S17.2 If any party hereto is delayed or prevented from fulfilling its obligations under this AGREEMENT by Force Majeure, said party will not be liable under this AGREEMENT for said delay or failure, nor for damages or injuries resulting directly from the inability to perform scheduled work due to Force Majeure. S17.3 CONTRACTOR shall be granted an automatic extension of time commensurate with any delay in performing scheduled work arising from Force Majeure. CONTRACTOR agrees to resume such work within three (3) days after the Force Majeure has subsided enough to do so.

S18.0 TRAVEL REIMBURSEMENT S18.1 Travel reimbursements shall not exceed the IRS allowance rates as per County of Monterey Travel Policy. A copy of County’s Travel Policy is available on the AuditorController’s web site at: http://www.co.monterey.ca.us/auditor/policy.htm.

S19.0 NON-APPROPRIATIONS CLAUSE S19.1 Notwithstanding anything contained in this AGREEMENT to the contrary, if insufficient funds are appropriated, or funds are otherwise unavailable in the budget for County for any reason whatsoever in any fiscal year, for payments due under this AGREEMENT, County will immediately notify CONTRACTOR of such occurrence, and this AGREEMENT shall terminate after the last day during the fiscal year for which appropriations shall have been budgeted for County or are otherwise available for payments.

S20.0 DAMAGE S20.1 CONTRACTOR shall be held responsible for any breakage, loss of County’s equipment or supplies through negligence of CONTRACTOR or his employee while working on County’s premises. CONTRACTOR shall be responsible for restoring/replacing any equipment, facilities, etc. so damaged. CONTRACTOR shall immediately report to County any damages to the premises resulting from services performed under this AGREEMENT.

S21.0 GUARANTEE OF MALWARE-FREE GOODS S21.1 All software/hardware purchased must be free of malicious code such as viruses, Trojan horse programs, worms, spyware, etc. Validation of this must be written into the contract. 44 of 65 Prepared by D. Lewelling, MAI

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Malicious code or malware (short for malicious software) is defined as software (or firmware) designed to damage or do other unwanted actions on a computer system. Common examples of malware include viruses, worms, Trojan horses and spyware. Viruses, for example, can cause havoc on a computer’s hard drive by deleting files or directory information. Spyware can gather data from a user’s system without the user knowing it. This can include anything from the web pages a user visits to personal information, such as credit card numbers.

S22.0 INTELLECTUAL PROPERTY RIGHTS S22.1 All data provided by County belongs to County. All records compiled by CONTRACTOR in completing the work described in this AGREEMENT, including but not limited to written reports, studies, drawings, blueprints, negatives of photographs, graphs, charts, plans, source codes, specifications and all other similar recorded data, shall become and remain the property of County. Use or distribution of County data by CONTRACTOR is prohibited unless CONTACTOR obtains prior written consent from County. S22.2 For systems hosted or stored on equipment not owned by County, CONTRACTOR shall furnish all data to County upon request by County at any time during the term of this AGREEMENT in a useable format as specified by County and at no additional cost to County. S22.3 Notwithstanding anything to the contrary contained in this AGREEMENT, it is understood and agreed that CONTRACTOR shall retain all of its rights in its proprietary information including, without limitation, methodologies and methods of analysis, ideas, concepts, expressions, know how, methods, techniques, skills, knowledge and experience possessed by CONTRACTOR prior to this AGREEMENT.

S23.0 PATENT AND COPYRIGHT INDEMNITY S23.1 CONTRACTOR represents that it knows of no allegations, claims, or threatened claims that the materials, services, hardware or software (“CONTRACTOR Products”) provided to County under this AGREEMENT infringe any patent, copyright or other proprietary right. CONTRACTOR shall defend, indemnify and hold harmless County, from and against all losses, claims, damages, liabilities, costs expenses and amounts (collectively, “Losses”) arising out of or in connection with an assertion that any CONTRACTOR’s products or the use thereof, infringe any patent, copyright or other proprietary right of any third party. County will: (1) notify CONTRACTOR promptly of such claim, suit or assertion; (2) permit CONTRACTOR to defend, compromise, or settle the claim; and, (3) provide, on a reasonable basis, information to enable CONTRACTOR to do so. CONTRACTOR shall not agree without County’s prior written consent, to any 45 of 65 Prepared by D. Lewelling, MAI

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settlement, which would require County to pay money or perform some affirmative act in order to continue using the CONTRACTOR’s products. If CONTRACTOR is obligated to defend County pursuant to this Section 17.0 and fails to do so after reasonable notice from County, County may defend itself and/or settle such proceeding, and CONTRACTOR shall pay to County any and all losses, damages and expenses (including attorney’s fees and costs) incurred in relationship with County’s defense and/or settlement of such proceeding. In the case of any such claim of infringement, CONTRACTOR shall either, at its option, (1) procure for County the right to continue using the CONTRACTOR Products; or (2) replace or modify the CONTRACTOR’s products so that that they become non-infringing, but equivalent in functionality and performance. S23.2 County retains the right and ability to defend itself, at its own expense, against any claims that CONTRACTOR products infringe any patent, copyright, or other intellectual property right.

S24.0 NOTICES S24.1 Notices required to be given to the respective parties under this AGREEMENT shall be deemed given by any of the following means: (1) when personally delivered to County’s contract administrator or to CONTRACTOR’S responsible officer; (2) when personally delivered to the party’s principle place of business during normal business hours, by leaving notice with any person apparently in charge of the office and advising such person of the import and contents of the notice; (3) 24 hours after the notice is transmitted by FAX machine to the other party, at the party’s FAX number specified pursuant to this AGREEMENT, provided that the party giving notice by FAX must promptly confirm receipt of the FAX by telephone to the receiving party’s office; or, (4) three (3) days after the notice is deposited in the U. S. mail with first class or better postage fully prepaid, addressed to the party as indicated below. Notices mailed or faxed to the parties shall be addressed as follows:

TO COUNTY: Contracts/Purchasing Officer County of Monterey, Contracts/Purchasing 168 W. Alisal Street, 3rd Floor. Salinas, CA 93901-2439 Tel. No.: (831) 755-4990 FAX No.: (831) 755-4969 [email protected]

TO CONTRACTOR: Name Address

Tel. No.________________ FAX No._______________ Email__________________________________ 46 of 65

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S25.0 LEGAL DISPUTES S25.1 CONTRACTOR agrees that this AGREEMENT and any dispute arising from the relationship between the parties to this AGREEMENT, shall be governed and interpreted by the laws of the State of California, excluding any laws that direct the application of another jurisdiction’s laws. Any dispute that arises under or relates to this AGREEMENT (whether contract, tort, or both) shall be resolved in the Superior Court of California in Monterey County, California. CONTRACTOR shall continue to perform under this AGREEMENT during any dispute. The parties agree to waive their separate rights to a trial by jury. This waiver means that the trial will be before a judge.

--END OF SAMPLE AGREEMENT SECTION--

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ATTACHMENTS/EXHIBITS AND SIGNATURE PAGE

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ATTACHMENT A – PROJECT EXPERIENCE AND REFERENCES Organization Name

Local, County, State, Federal Agency

Project Description

Agency Contact

Agency Contact Email/Number

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ATTACHMENT B – PRICING SHEET CLOUD BASED PROPOSAL COSTS Description One Time Costs Software Project Management Implementation Other Professional Services Hourly Rate Recurring Costs Software Subscription

Subtotal

Per license

LOCAL HOSTED PROPOSAL COSTS Description

Subtotal

One Time Costs Software Project Management Implementation Other Professional Services Hourly Rate Recurring Costs Software license/support

*All hardware will be provided by County. Hardware specifications and minimum requirements will need to be provided in the Proposal under Section 5.0.

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ATTACHMENT C – REQUIREMENTS TABLE Requirement# Category

Key Functional Requirements

1

Asset Mgmt

2

Asset Mgmt

3

Asset Mgmt

4

Asset Mgmt

5

Asset Mgmt

6

Asset Mgmt

7

Asset Mgmt

8

Asset Mgmt

Ability to track all hardware and software type assets. Ability to track physical, logical, and virtual assets, including facility assets such as Air Conditioning Units, backup generators, etc. Ability to track and maintain lifecycle inventory of assets, from initial purchase through retirement. Ability to integrate asset information into request and fulfillment processes (service catalog). Ability to regularly "discover" assets and update asset repository accordingly. Ability to link assets to the individuals, department division, and/or location using the assets and reference same information in Incident records. Ability to track financial information related to assets, including the ability to track labor costs associated with labor activity related to a specific asset. For example, how many service requests were performed on a specific asset, and the associated labor cost. A history of work performed on an asset and associated costs. Ability to track contractual information (e.g., entitlements, maintenance, warranty support, EOL / EOS, etc.)

Response

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9

Asset Mgmt

10

Asset Mgmt

11

Asset Mgmt

12

Asset Tracking

13

Asset Tracking

14

Asset Tracking

15

Asset Tracking

16

Asset Tracking

17

Asset Tracking

18

Asset Tracking

19

Asset Tracking

20

Asset Tracking

21

Asset Tracking

22

Asset Tracking

23

Asset Tracking

Ability to track relationships between assets. Ability to provide tracking information (reporting, notifications, etc.) related to expiration of maintenance, warranty, etc. Ability to automatically provision assets (e.g., software, virtual environments, storage, etc.) through a Service Catalog and fulfillment process. Ability to track various assets types including software assets (licenses), hardware assets (personal computers, monitors, network printers etc.) and physical assets (chairs, tables, etc.). Ability to track by location, users, resources. Ability to track by location, users, resources. Ability to monitor and track Asset lifecycle. Ability to generate end user reports. Provision of an Online portal for service. Accessibility through mobile devices/tablets. Ability to include an Accounting string within required fields and integrate to Billing/Accounting software to support month end reconciliation. Ability to track all hardware and software type assets. Ability to track physical, logical, virtual assets. Ability to track and maintain inventory of assets. Ability to integrate asset information into request and fulfillment processes (service catalog). Ability to regularly "discover" assets and update asset repository accordingly.

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24

Asset Tracking

25

Asset Tracking

26

Asset Tracking

27

Asset Tracking

28

Asset Tracking

29

Asset Tracking

30

Availability

31

Availability

32

Availability

33

Availability

34

Availability

35

Availability

36

Availability

Ability to link assets to the individuals using the assets and reference same information in Incident records. Ability to track financial information related to assets. Ability to track contractual information (e.g., entitlements, maintenance, warranty support, EOL / EOS, etc.) Ability to track relationships between assets. Ability to provide tracking information (reporting, notifications, etc.) related to expiration of maintenance, warranty, etc. Ability to automatically provision assets (e.g., software, virtual environments, storage, etc.) through a Service Catalog and fulfillment process. Describe the minimum bandwidth/network requirements. Any “black box” components? We plan on integrating your solution with our existing tools. What integration requirements do you have? What tools, procedures and options are available for monitoring and tuning? Describe the error detection/exception handling/benchmark monitoring. What level(s) of support (email, telephone, onsite, etc.) do you have? Over what timeframes are they available and what is the pricing structure for this support? What event monitoring tools does the product integrate with and support? Are these included with the

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product? 37

Availability

38

Availability

39

Billing

40

Billing

41

Billing

42

Billing

43

Billing

44

Billing

45

Billing

46

Billing

47

Billing

Do you have event suppression built in to suppress events for planned outages? For a hosted solution, what is the platform’s data recovery and recovery time service levels? Billing needs to tie directly to the actual work performed. Inventory billing (Device/User Count/Network Connections) needs to be tied directly to Inventory/Asset database for clear visibility to customers. Work requests that are billable should include some visible form of customer approval or authorization. Billing needs to tie directly to the actual work performed. Ability to produce monthly and historic telephone bills from PBX CDR data for local, long distance, and international call traffic. Please describe the Financial/Cost, Supplier management capabilities within the product. Does the product support budget planning and allocations? Costs must roll up exactly into the ERP system cost structure: Cost Centers, Units, Subunits, Department, etc. Billing needs to tie directly to the actual work performed. Inventory billing (Device/User Count/Network Connections) needs to be tied directly to Inventory/Asset database for clear visibility to

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customers. 48

Billing

49

Billing

50

Billing

51

Billing

52

Change Mgmt

53

Change Mgmt

54

Change Mgmt

55

Change Mgmt

56

Change Mgmt

57

Change Mgmt

58

Change Mgmt

59

Change Mgmt

60

Change Mgmt

Work requests that are billable should include some visible form of customer approval or authorization. Ability to see the estimated cost of work pending for open service requests. Ability to prorate recurring charges based on installation date. Decommission date. Ability to use a priority based charge model. Immediate service is charged at a different rate than standard service. Ability to create categorization schema (e.g., Category/SubCategory/Type) for change requests. Ability to create change models. Ability to create process workflows to support various types of change requests and risk requirements. Ability to leverage different change models based on categorization and other data elements specified in the change request. Ability to update configuration management system based on actions taken in change request. Ability to design an automated risk calculation for each change request based on data in the request. Ability to assess the impact of a change request on a particular configuration item or service and those items / services affected. Ability to view a schedule of change. Ability to filter the schedule of change based on various criteria (e.g.,

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61

Change Mgmt

62

Change Mgmt

63

Config Mgmt

64

Config Mgmt

65

Config Mgmt

66

Configuration

67

Configuration

68

Configuration

69

Configuration

70

Configuration

71

Configuration

72

Configuration

73

Configuration

risk rating, target environment, by services impacted, etc.). Send advance notifications to impacted Departments, informing them of details related to the planned change. Feedback mechanism from Depts. and IT Teams within the Change Ticket. Feedback should also be available within Incidents and work requests. Provide a standard configuration item data model out of the box. Ability to customize data model, extend tables, and create new tables. Ability to link individual configuration items to other items, services, people and business processes. Ability to build rolebased access for various Active Directory users & groups. Each Dept. should be able to see its own data, but not other Dept’s. data. Each Dept., however, needs the ability to view the tickets they have assigned to ITD. Protection of configurations and customizations (no impact due to updates / upgrades). Ability to configure screens (i.e., move/add/remove fields). Ability to mandate fields; pick-lists preferred over free form entry for data integrity purposes. Ability for End User to modify views. Ability to present fields and functionality based on user privileges and/or process inputs/conditions. Ability to extend existing data tables. Ability to add data tables.

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RFP #10441: Information Technology Service Management Solution

74

Configuration

75

Feedback

76

Incident Mgmt

77

Incident Mgmt

78

Incident Mgmt

79

Incident Mgmt

80

Incident Mgmt

81

Incident Mgmt

82

Incident Mgmt

83

Incident Mgmt

84

Incident Mgmt

Ability to provide telephone system call accounting such as expense reporting, call tracking and historic call activity reporting including ongoing telephone carrier V&H updates. Ability to send service feedback surveys to customer departments and end users. End User visibility into the ticket, including ticket status, ticket assignment and an ability to create queries, analytics and reports on tickets opened by the End User or the Department. Automated feedback & escalation process in case of delays in ticket processing as well as upon change in ticket status. Ability to create categorization schema (e.g., Category/Type/Item) for support tickets. Ability to create Incident related service levels based on combination of categorization, priority, location, hours of operation, etc. Automatically notify and route Incidents based on criteria such as categorization, priority, business department, location, etc. Automatically notify and escalate when service level thresholds are exceeded (multiple levels). Customer contacted. Ability to accept Incident assignment and provide updates via email or mobile devices Ability to distribute notifications / updates via multiple channels (e.g., email, text, phone). Ability to create an

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85

Incident Mgmt

86

Incident Mgmt

87

Incident Mgmt

88

Incident Mgmt

89

Incident Mgmt

90

Integration

91

Integration

92

Integration

93

Integration

94

Integration

Incident from a Chat session. Ability to attach files and links to files to an Incident. Ability to view knowledge articles relevant to an Incident being viewed/worked directly from the Incident screen. Ability to view impacted configuration items and services directly from an Incident record. Ability to relate multiple incidents together (Parent/Child relationships). Ability to update and/or close Child Incidents via updates/closure of Parent Incident. Incoming phone calls to Service Desk automatically pop up caller information and profile data on screen (screen pops). Ability to import and export data from various sources (database, spreadsheet, etc.) Attachments within a ticket should be retrievable. Examples of import/export format: XML, CSV, XLS, MDB, ODBC, etc. Ability to integrate with Active Directory to automate authentication. Ability to integrate with other existing or future County tools (Kronos, Billing System, Innotas, ERP system). Costs must roll up exactly into the ERP system cost structure: Cost Centers, Units, Subunits, Department, etc. This is the finance category string utilized by all business and government organizations. Ability to integrate with various platform monitoring tools (Microsoft SCOM,

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SolarWinds, SNMP traps, etc.). 95

Integration

96

Integration

97

ITIL Compliancy

98

Knowledge Mgmt

99

Knowledge Mgmt

100

Knowledge Mgmt

101

Knowledge Mgmt

102

Knowledge Mgmt

103

Knowledge Mgmt

104

Knowledge Mgmt

105

Knowledge Mgmt

106

Problem Mgmt

107

Problem Mgmt

108

Problem Mgmt

109

Problem Mgmt

Ability to distribute data to external communication platforms (e.g., call center scroll boards, operations dashboard, etc.). Process telephone system call detail record (CDR) information from Aastra MD-110 telephone system via IP buffer box. Describe steps taken to become ITIL compliant. Ability to search (simple and advanced search options). Ability to design knowledge capture processes. Ability to design knowledge maintenance processes. Ability to comment on / recommend (i.e., rate) knowledge articles. Ability to archive or delete knowledge articles. Ability to present knowledge article content (whole or part) to technical and nontechnical users. Ability to report on metrics such as knowledge article submission, usage, ratings, etc. Links to third party KB tools. Ability to create categorization schema (e.g., Category/SubCategory/Priority) for problem records. Ability to design problem investigation workflows. Ability to identify and document root cause and countermeasures. Ability to review and approve/dispute root cause and countermeasures.

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110

Problem Mgmt

111

Problem Mgmt

112

Problem Mgmt

113

Problem Mgmt

114

Release Mgmt

115

Release Mgmt

116

Release Mgmt

117

Release Mgmt

118

Reporting

119

Reporting

120

Reporting

121

Reporting

122

Reporting

123

Reporting

124

Reporting

125

Reporting

126

Security

Ability to generate known error records and/or workaround records in knowledge repository directly from Problem record. Ability to track implementation status of countermeasures. Ability to update Incident records when Problem record is updated/closed. Ability to generate change requests for implementation of countermeasures. Ability to define release management processes including approval flows and quality gates. Ability to define release models for Services, products, components. Ability to provide "project delivery" view of release management processes (e.g., Gantt chart, milestones, etc.). Ability to integrate into defect tracking and software code management tools. Ability to easily define reports and dashboards. Ability for EU to modify reports and dashboards to fit their requirements. Ability to access all data fields in the tool for reporting and analytics purposes. Ability to publish dashboards and reports to defined user populations with automated distribution schedules. Ability to interact with and drill into report data. Ability to export reports and report data in Excel, pdf, etc. Ability to maintain historical view of data and reports. Real time access to monitor status and performance. Where will County’s data be stored in a Cloud proposal?

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127

Security

128

Security

129

Security

130

Security

131

Security

132

Security

133

Security

134

Security

135

Security

136

Security

137

Security

138

Service Catalog

139

Service Catalog

140

Service Catalog

141

Service Catalog

Who will have access to County data and will it be based on sensitivity? What controls do you have in place to ensure safety for County data while it is stored in your environment? What type of employee / contractor screening will you do, before you hire them? Will County data be replicated to any other datacenters around the world (If yes, then which ones)? What is your Disaster Recovery and Business Continuity strategy? Is your Cloud Computing service SAS70 compliant? Do you offer single signon for your services? How do you detect if an application is being attacked (hacked), and how is that reported to the County? Will the County have full ownership of our data? Will you provide the County full access to its data in a readable format – PDF, Excel, Access? Do you offer a way for the County to run your application locally and how quickly can the County revert to the local installation if it is required? What would be the steps involved? Ability to present a customer marketplace with service descriptions and ability to submit requests. Intuitive "shopping cart" type interface for end users. Ability to "brand" customer portal with corporate look and feel. Ability to create fulfillment processes to approve and provision services to customer (e.g., new environment

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142

Service Catalog

143

Stability

144

Stability

145

Ticket Entry

146

Ticket Entry

147

Ticket Entry

148

Ticket Entry

149

Ticket Entry

150

Usability

151

Usability

152

Usability

153

Usability

154

Usability

155

Usability

requests, storage provisioning, new hire onboarding / off boarding, mobile asset requests, etc.). Ability to provide approval workflows, notifications, etc. for defined fulfillment processes. Outline your product roadmap or strategy for next 3-5 years. How do you ensure product stability when deploying new software releases? Enter trouble tickets as well as service requests into the system via a web portal, email as well as mobile devices such as smart phones and tablets. Customizable ticket entry, based on Department’s preference – whether tickets can be entered by any end-user or by an authorized point of contact. Ability to mandate fields into the ticket entry process, so the Service Desk always has the required information for acting on it. Ability to assign criticality based on ticket category & incident management process. Ability to support trouble ticket entry as separate from service requests entry. An intuitive GUI that is easy to use and navigate. Process driven by tool (tool is adaptable to meet County processes). All functionality accessible via HTML 5 compatible web interface. Accessible via mobile devices (iOS, Windows Mobile, and Android). Intuitive user administration. Logging of all activities by User Account.

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156

Usability

157

Usability

158

Usability

159

Usability

160

Usability

161

Usability

162

Usability

163

Usability

Intuitive process workflow modeling. Intuitive form creation for service templates. Ability for authorized users within ITD and Customer Departments to graphically view the status of any process (Incident, Change, Problem, Release, etc.). Ability to provide selfhelp functionality for solving common problems. Describe (with samples where appropriate) the documentation provided with the system including user and operations manuals, troubleshooting guides, training options, knowledge transfer opportunities, user groups, etc. Does the product have knowledge management capabilities? How is it incorporated into the product? Can process flows be altered without risk to the upgrade process? How is data conversion handled during upgrades?

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RFP #10441: Information Technology Service Management Solution

ATTACHMENT D – LOCAL DECLARATION FORM COUNTY OF MONTEREY LOCAL BUSINESS DECLARATION FORM Bidders claiming to be a “Local Vendor” as defined by the “Monterey County Local Preference Policy”, adopted by the Monterey County Board of Supervisors on August 28, 2012, must certify they meet the definition of “Local Vendor” as defined and in accordance to the adopted policy. Any bidder claiming to be a local business as defined by the policy, shall so certify in writing herein that they meet all of the criteria listed within the policy, which can be accessed online at the following link: Policy Link: http://www.co.monterey.ca.us/admin/pdfs/LocalPreferencePolicy082912.pdf County shall not be responsible or required to verify the accuracy or any such certifications, and shall have sole discretion to determine if a bidder meets the definition of “local vendor” as provided herein. Any business which falsely claims a preference pursuant to Monterey County Local Preference Policy shall be ineligible to bid on county purchases or contracts for a period of three (3) years from the date of discovery of the false certification(s). Any business eligible for the local business preference who desires to have the preference applied during the award selection process shall return this completed Local Business Preference Declaration form with its proposal or qualifications package response. Upon request, bidder agrees to provide additional information to substantiate this certification. Bidder certifies under penalty of perjury they have both read and confirm they meet the requirements as outlined within the County’s Local Preference Policy for the procurement in question. Business Legal Name (and DBA name if any): ______________________________________________________________________________ Business Address: __________________________________________________________________________ City: ___________________________ State: _______________ Zip Code: ____________ Signature of Authorized Representative: ____________________________________ Date: ______________ Title of Authorized Representative: ____________________________________________________________ Telephone Number: (____) _____________ E-Mail: _______________________________________________ This form must be submitted within a bidder’s proposal or qualifications package in order for the County to apply the applicable local preference. Failure to submit this form means that the bidder is not declaring itself a local business and there will be no local preference applied. 64 of 65 Prepared by D. Lewelling, MAI

RFP #10441: Information Technology Service Management Solution

SIGNATURE PAGE COUNTY OF MONTEREY CONTRACTS/PURCHASING DIVISION

RFP # 10441 ISSUE DATE: August 1, 2013

RFP TITLE: #10441 Information Technology Service Management Solution PROPOSALS ARE DUE IN THE OFFICE OF THE CONTRACTS/PURCHASING OFFICER BY 3:00 P.M., LOCAL TIME, ON WEDNESDAY, SEPTEMBER 18, 2013

MAILING ADDRESS: COUNTY OF MONTEREY CONTRACTS/PURCHASING OFFICE 168 W. ALISAL STREET, 3rd FL. SALINAS, CA 93901-2439

QUESTIONS ABOUT THIS RFP SHOULD BE DIRECTED TO DeAundra Lewelling, [email protected], (831)755-4998 CONTRACTOR MUST INCLUDE THE FOLLOWING IN EACH PROPOSAL (1 original plus 5 copies): ALL REQUIRED CONTENT AS DEFINED PER SECTION 8.0 HEREIN This Signature Page must be included with your submittal in order to validate your proposal. Proposals submitted without this page will be deemed non-responsive.

CHECK HERE IF YOU HAVE ANY EXCEPTIONS TO THIS SOLICITATION. CONTRACTOR MUST COMPLETE THE FOLLOWING TO VALIDATE PROPOSAL I hereby agree to furnish the articles and/or services stipulated in my proposal at the price quoted, subject to the instructions and conditions in the Request for Proposal package. I further attest that I am an official officer representing my firm and authorized with signatory authority to present this proposal package.

Company Name: ______________________________________________________ Date _________________ Signature: ________________________________ Printed Name: _____________________________________ Street Address: _____________________________________________________________________________ City: ___________________ State: ______ Zip: ______________ Phone: (

) ____________________ Fax: (

) ________________ Email: ___________________________

License No. (If applicable): _____________________________ License Classification (If applicable): _____________________________________ 65 of 65 Prepared by D. Lewelling, MAI

Legend

EXHIBIT A SERVICE DELIVERY/BILLING DATA FLOW

May be replaced Will Remain – need to integrate with proposed Service Delivery Tool

Requestor Completes Electronic Requisition Form

Employee enters Service Request Work Details Web App or Mobile Device

Employee enters Labor Web App or Mobile Device

Will be replaced

Actual Labor

SR Details

Innotas

Assets

Kronos

Serv Req Nbr Warehouse Radio Assets

Assets Radio Assets Workstation Software

All Labor For ITD/Radio/Telco

SCCM

Active Directory

Proj Labor

SR Labor

Service Delivery Tool

Proj Nbr

Desktop Server TelCo Radio counts Userid Fee Information Phone Utilization Information TelCo Bill

Time Card Hrs ITD Billing Integration Application & Billing Portal Manual Input for ERP

Call Accounting

ERP Invoice