REQUEST FOR PROPOSAL

IT Service Management Solution

Issued December 28, 2018

Responses due via email

by 4:30pm CT on February 15,
2019
Table of Contents
I. Introduction ............................................................................................................................................................... 3
II. Description of SURS ................................................................................................................................................. 3
III. Services Required .................................................................................................................................................... 4
IV. Minimum Qualifications ........................................................................................................................................ 5
V. Proposal Content ...................................................................................................................................................... 5

Cover Letter .......................................................................................................................................................... 5

Statement of Minimum Qualifications ................................................................................................................. 5

Reference Checks.................................................................................................................................................. 5

Questionnaire ....................................................................................................................................................... 5

Fee Proposal ......................................................................................................................................................... 5

Addendum ............................................................................................................................................................ 6

Services ................................................................................................................................................................. 6

Product Functional and Technical Evaluation Questionnaire ............................................................................... 6

Contract ................................................................................................................................................................ 6

Project Schedule ................................................................................................................................................... 6

VI. Submission of Proposals ....................................................................................................................................... 6

VII. Evaluation Process .................................................................................................................................................. 6
Pre-Evaluation Review .......................................................................................................................................... 6

Proposal Evaluation .............................................................................................................................................. 6

VIII. Anticipated Timeline and Contact Information ............................................................................................ 8

IX. Submission Process ................................................................................................................................................. 8

Deadline ................................................................................................................................................................ 8

Withdrawal ........................................................................................................................................................... 8

Questions .............................................................................................................................................................. 8

X. General Conditions .................................................................................................................................................. 9

Freedom of Information Act Disclosure................................................................................................................ 9

Redacted Version of RFP Response ...................................................................................................................... 9

Ordinary Course of Business Communications Allowed ....................................................................................... 9

SURS Quiet Period Policy .................................................................................................................................... 10

Rights Reserved .................................................................................................................................................. 10

Equal Opportunity .............................................................................................................................................. 11

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 Terms and Conditions ......................................................................................................................................... 11

Appendix A: Statement of Minimum Qualifications ............................................................................................12

Appendix B: Questionnaire .........................................................................................................................................13

Contact and Company Information: .................................................................................................................... 13

Organization Background: ................................................................................................................................... 13

Appendix C: Fee Proposal .............................................................................................................................................15

Appendix D: Addendum to Contract.........................................................................................................................17

Appendix E: SURS’ Travel Policy ...............................................................................................................................19

Appendix F: Requirements..........................................................................................................................................21
1.1. Current State, Goals and Scope ............................................................................................................... 21

1.2. Services Required .................................................................................................................................... 22

1.3. Product Functional and Technical Evaluation .......................................................................................... 24

I. Introduction

The State Universities Retirement System (“SURS” or the “System”) is seeking an ITIL compliant IT Service
Management solution. Our desire is to procure a full-suite solution to meet SURS’ needs for IT Service
Management. This product should assist in advancing towards greater organizational maturity in IT Service
Management for SURS through a thoughtful implementation of ITIL best practices. The preference would be
for a SaaS or Hybrid solution, but on-premise products will also be considered if the product’s functionality
would best suit the expressed needs.
All forms/required documents needed for submitting a Request for Proposal (“RFP”) are available on the SURS
website at [Link].
A proposer’s preparation and submittal of a proposal or subsequent participation in presentations or contract
negotiations creates no obligation on the System to award a contract or to pay any associated costs. All
proposals and related materials will be retained by the System and will be subject to disclosure as required in
accordance with the Illinois Freedom of Information Act.

II. Description of SURS

SURS is the administrator of a cost-sharing, multiple employer, public employee retirement system that
provides retirement, survivor, disability and death benefits to employees of Illinois state universities,
community colleges, and certain other affiliated organizations and agencies. SURS was created in 1941, by an
act of the Illinois General Assembly, and is governed by the Illinois Pension Code (40 ILCS 5/15-101 et seq.).
SURS provides benefit services to over 230,000 members who work for 61 employers. SURS is responsible for
investing assets of more than $19 billion in a diversified portfolio of U.S. and foreign stocks, bonds, real estate
and alternative investments. SURS also administers a defined contribution plan, the Self-Managed Plan, which
currently has assets of approximately $2.2 billion. Northern Trust serves as SURS’ Master Trustee Custodian.

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An elected and appointed, eleven-person, Board of Trustees, governs SURS. The chairperson of the Board of
Trustees is, by statute, the chairperson of the Illinois Board of Higher Education. Five members of the Board are
appointed by the governor of the state of Illinois. The remaining six members of the Board are elected by
participating members (four individuals) and annuitants (two individuals). Our trustees serve six-year terms.
SURS is funded by participant payroll deductions and annual employer contributions provided by the state of
Illinois. By statute, SURS is defined as a “body politic and corporate” created by Article 15 of the Illinois Pension
Code.
SURS currently employs approximately 132 staff, located in 2 offices in Champaign and Naperville, Illinois. Two
SURS employees are in the Naperville office. The remaining SURS employees are situated in the Champaign
office.
A copy of SURS’ most recent Comprehensive Annual Financial Report (CAFR) is available for review, or to
download, at [Link].
The Illinois Governmental Ethics Act, 40 ILCS 420, provides guidelines for ethical practices concerning state and
local pension plans. Respondent providers should be familiar with the provisions of this Act.
Section 1-109.1(6) of the Illinois Pension Code (40 ILCS 5/1-109.1(6)) encourages Illinois public pension systems
like SURS to utilize businesses owned by “minorities”, “women”, and “persons with disabilities” for all
contracts and services, as those terms are defined in the Business Enterprise for Minorities, Women, and
Persons with Disabilities Act (“BEMWPD”,30 ILCS 575). Additionally, Section 1-109.1(10) of the Illinois Pension
Code (40 ILCS 5/1-109.1(10)) sets an aspirational goal of not less than 20% of contracts awarded to such
businesses for "information technology services", "accounting services", "insurance brokers", "architectural
and engineering services", and "legal services" as defined by the BEMWPD. Accordingly, businesses that meet
these definitions are strongly encouraged to submit responses to this RFP.
A section of the Illinois Procurement Code concerning prohibitions of political contributions for vendors, 30
ILCS 500/50-37, may or may not apply to SURS service providers. However, each service provider should be
familiar with the provisions of this section and comply with this section if the service provider deems it
appropriate.
SURS is subject to its own procurement statutes and rules. Responders should be familiar with those
procurement requirements as well. The selected responder will be paid by SURS directly.
Further legal requirements that vendors should be familiar with are contained in the Addendum to Contract
under Appendix D.

III. Services Required

The State Universities Retirement System (SURS) is requesting proposals for an ITIL compliant IT Service
Management solution. Our desire is to procure a full-suite solution to meet SURS’ needs for IT Service
Management. This product should assist in advancing towards greater organizational maturity in IT
Service Management for SURS through a thoughtful implementation of ITIL best practices. The preference
would be for a SaaS or Hybrid solution, but on-premise products will also be considered if the product’s
functionality would best suit the expressed needs. Refer to Appendix F for a more detailed description of
requirements.

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IV. Minimum Qualifications
• The responder’s key professionals and/or organization must not have material conflicts with the SURS
Board.
• A minimum of 5 years in business providing IT Service Management Products and Services.

V. Proposal Content

At a minimum, the proposal must include the following information to be considered for the engagement. For
ease of review, each requirement should be addressed separately.

Cover Letter
A cover letter, which will be considered an integral part of the proposal package, in the form of a standard
business letter, must be signed by an individual authorized to bind the proposer contractually. This cover
letter must indicate the signer is so authorized and must indicate the signer’s title or position. An unsigned
proposal will be rejected. The cover letter must also include:

a. A statement that the proposal meets all requirements of this RFP, and that the offer
tendered by the proposal will remain in full force and effect until and may be accepted by
SURS at any time prior to 30 days beyond the deadline for submittal.

b. A disclosure of any current business relationship or any current negotiations for

prospective business with SURS, or with any member of the Board of Trustees or SURS staff,
or any party currently rendering services to SURS.
c. A statement that the proposer acknowledges that all documents submitted in response to this
RFP may be subject to disclosure under the Illinois Freedom of Information Act and/or the
Illinois Open Meetings Act.

Statement of Minimum Qualifications

Proposers must complete and return the Minimum Qualifications Certification in the form contained in
Appendix A.

Reference Checks
Reference checks will be conducted for each finalist. Please include at least 3 references, public sector
experience preferred.

Questionnaire
The questionnaire contained in Appendix B to this RFP must be completed and returned as part of the proposal

Fee Proposal
Proposers must submit a proposal in the format prescribed in Appendix C. Any deviation from the prescribed
format which in the opinion of SURS is material and may result in the rejection of the proposal. The proposed
fee shall include all costs and expenses for providing the services and equipment as described in this RFP, and
any agreed-upon extended warranties that are associated with initial installation. Once finalists are selected,
fees may be subject to a “best and final” offer process to be determined at the discretion of the System.
The fee proposal must expressly state that the proposed fees are guaranteed for the term of any resulting
contract.

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 Addendum
Appendix D must be completed and returned as part of the proposal

Services
Please provide responses to service requirements as requested in Appendix F

Product Functional and Technical Evaluation Questionnaire

Please complete and return the Functional and Technical Questionnaire included with this RFP, as requested in
Appendix F

Contract
This Request for Proposal is neither a contract nor meant to serve as a contract. It is anticipated that one or
more of the proposals submitted in response to this Request for Proposal may be selected as the basis for
negotiation of a contract with the proposer. Such a contract is presently contemplated to contain, at a
minimum, the terms of the proposal submitted, as finally negotiated and approved by the System. SURS
reserves the right to negotiate additions, deletions, or modifications to the terms of proposals submitted.
However, the terms contained in Appendix D, Addendum to Contract, must be agreed to and accepted by the
candidate or organization selected to perform the work contemplated by this RFP.

Project Schedule
The submission must include a preliminary project schedule based on the number of calendar days required to
perform the work following the award of the contract.

VI. Submission of Proposals

All proposals must be received no later than the deadline stated in the Anticipated Timeline and Contact
Information section. Submissions must be made via email to the identified contact person by the stated
deadline. Only email submissions will be accepted.
The proposals become the property of SURS upon submission. All costs for developing proposals and attending
presentations and/or interviews are entirely the responsibility of the proposer and shall not be chargeable to
SURS.
Only one proposal from an individual, firm, partnership, corporation, or combination thereof, will be
considered for this assignment.

VII. Evaluation Process

Pre-Evaluation Review
All proposals will be reviewed to determine if they contain all the required submittals specified in this RFP.
Those not submitting all required information in the prescribed format will be rejected.

Proposal Evaluation
All proposals received by the SURS representative on or before the deadline listed above will be reviewed to
determine whether they meet the minimum requirements of this RFP.
All proposals received by deadline and pass the pre-evaluation review will undergo an evaluation process
conducted by SURS staff. They will be reviewed to determine whether they meet the requirements of this RFP.
SURS will consider the following factors in the evaluation process, ranked in no specific order, and will render a

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decision based on the perceived best fit and best value for the engagement. Fees will be one of the
determining factors in this decision but will not be the primary determinative. Proposals will be evaluated
based on criteria including:

• Understanding of the services requested

• Timeline for recommended solution to be implemented
• Proposed methodology and work plan to be used in the process
• Proposed deliverables (products/services)
• Relevant knowledge, experience and qualification of firm and team members including
established record of success in similar work
• Commitment to diversity
• Overall Viability (Business Unit, Financial, Strategy, Organization)
• Willingness to negotiate contract terms
• Independence
• Sales Execution
• Warranty
• Cost and overall value proposition
• Ability to scale as needs change
• References, Market Responsiveness, Record
• Customer Experience
• Operations Infrastructure
• Responses to service requirements
• Responses to the Product Functional and Technical Questionnaire
• Adherence to RFP submission requirements

Proposals that contain false or misleading statements or that provide references which do not support an
attribute or condition claimed by the proposer will be rejected. Issuance of the Request for Proposal creates no
obligation to award a contract or to pay any costs incurred in the preparation of a proposal. Nothing in this
RFP or any resulting contract shall preclude SURS from procuring services similar to those described herein
from other sources.
During the evaluation process, proposers may be requested to provide additional information and/or clarify
contents of their proposal. Other than information requested by SURS, no proposer will be allowed to alter the
proposal or add new information after the filing date.
As part of the final determination SURS may want to visit a respondent’s Security Operations Center.
Once finalists are selected, fees may be subject to a “best and final” offer process to be determined at the
discretion of the System.
Any responder selected by SURS will be subject to the terms of the SURS Travel Policy which are attached
hereto as “Appendix E.” Vendors should be familiar with these terms as they will be included in any contract
awarded by SURS. Responders may either include all expected travel costs as part of their overall “not to
exceed” cost for the work to be performed under this RFP or they must provide their best estimate for all
travel expenses they expect to incur in performing the services required by this RFP.

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VIII. Anticipated Timeline and Contact Information
Schedule Dates
Quiet Period Begins December 28, 2018
RFP Issued December 28, 2018
Deadline for Responder Questions January 25, 2019
Response to Questions January 31, 2019
RFP Responses due 4:30 p.m. CT February 15, 2019
Evaluations and Candidate Interviews February 18 – February 28, 2019
Anticipated Project Start Date March 15, 2019
SURS may extend these deadlines at its discretion. Any such extensions will be posted to the SURS website.

SURS RFP Contact Information

Procurement Officer
Procurement_Officer@[Link]
SURS
1901 Fox Drive
Champaign, IL 61825-2710

IX. Submission Process

Deadline
To be considered for selection, proposals must be received via e-mail in Adobe Acrobat format at
Procurement_Officer@[Link] no later than 4:30 p.m. CT, February 15, 2019. Please reference the “IT Service
Management RFP Response - Name of Responder” in your communications. An email confirmation will be sent
confirming receipt of the proposal.

Withdrawal
A proposal may be withdrawn any time prior to the deadline by written notification signed by the individual
applicant or authorized agent of the firm and received at Procurement_Officer@[Link] no later than the
deadline of 4:30 p.m. CT, February 15, 2019. Please reference the “IT Service Management RFP Response -
Name of Responder” in your communications. An email confirmation will be sent confirming withdrawal of
the proposal. The proposal may be resubmitted with any modifications no later than the deadline.
Modifications offered in any other manner will not be considered.

Questions
To clarify any issues in this Request for Proposal, SURS will respond only to questions that are presented in
writing via e-mail to Procurement_Officer@[Link]. All questions should be submitted to SURS by 4:30 p.m.
CT, January 25, 2019. Please reference the “IT Service Management RFP Response - Name of Responder” in
your communications. These questions will be consolidated into a single Q&A document and responded to by

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SURS on, or about, January 31, 2019. The Q&A document will be posted on the SURS web site at
[Link]/rfp without indicating the source of the query.

X. General Conditions

Freedom of Information Act Disclosure

All materials submitted in response to the RFP become property of SURS. Proposals remain confidential during
the selection process. However, upon completion of the selection process, all responses, including that of the
individual, vendor or firm selected, will be a matter of public information and will be open to public inspection
in accordance with the state of Illinois Freedom of Information Act (FOIA).
If, in response to this RFP, trade secrets or commercial or financial information are furnished under a claim that
they are proprietary, privileged or confidential and that disclosure of the trade secrets or commercial or
financial information would cause competitive harm to the person or business responding to this RFP, such
claim must be clearly made, and such information must be clearly identified. (5 ILCS 140/7 and 7.5) Responses
to this RFP with every page marked as proprietary, privileged or confidential will not satisfy this
requirement. Bidders are required to make a good faith attempt to properly identify only those portions of the
response that are truly furnished under a claim that they are proprietary, privileged or confidential and that
disclosure of the trade secrets or commercial or financial information would cause competitive harm to the
person or business responding to this RFP.

Redacted Version of RFP Response

In the event Responder believes and claims that certain materials or information contained in the submitted
response are exempt from public disclosure under the Illinois FOIA, Responder is required to provide a
redacted version of the response it believes will be suitable for release under the Illinois Freedom of
Information Act. (5 ILCS 140/7 and 7.5)
A RESPONDER’S FAILURE TO PROVIDE A REDACTED VERSION OF THE RFP WILL RESULT IN SURS DISCLOSING
THE RESPONDER’S ENTIRE RFP RESPONSE IF THE SAME IS REQUESTED UNDER THE ILLINOIS FOIA AND
NEITHER THE RESPONDER NOR ANY THIRD PARTIES SHALL HAVE ANY RECOURSE AGAINST SURS FOR ITS
DISCLOSURE OF THE NON-REDACTED RFP RESPONSE.
However, any claim of privilege from disclosure is not definitive. SURS has the right and legal obligation to
determine whether such information is exempt from disclosure under the Illinois Freedom of Information Act
and no information will be considered or determined by SURS to be proprietary, privileged or confidential
unless it is identified and separated as indicated herein. (5 ILCS 140/7 and 7.5)

Ordinary Course of Business Communications Allowed

Other than existing normal business matters, respondents, potential respondents, or their representatives
should not contact anyone at SURS (including SURS staff, members of the SURS advisory committees and
members of the SURS Board) other than the listed RFP contact. In addition, respondents must not discuss this
RFP with any employee of SURS, trustee of SURS, employee of SURS’ custodian, managers, legal counsel, or
other advisors or persons/entities having contracts or other affiliations with SURS.

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SURS Quiet Period Policy
Please note the following Quiet Period Policy establishing guidelines by which the SURS Board of Trustees and
SURS Staff will communicate with prospective vendors or service providers during a search process. The Quiet
Period for this RFP began on the date the RFP was issued: December 28, 2018.

1. The quiet period shall commence upon Committee action (or Board action if the selection is not initiated
through a Committee) to authorize a search for a service provider and end once a selection has been made
by the Board and accepted by the service provider;

2. Initiation, continuation and conclusion of the quiet period shall be publicly communicated via the SURS
website ([Link]) to prevent inadvertent violations;

3. All Board members, and SURS staff not directly involved in the search process, shall refrain from
communicating with potential service providers regarding any product or service related to the search
offered by the provider throughout the quiet period and shall refrain from accepting meals, travel, hotel, or
other value from the providers;

4. Throughout the quiet period, if any Board member or SURS staff member is contacted by a potential service
provider, the Board member or SURS staff member shall refer the provider to the SURS staff member
directly involved in the search process;

5. All authority related to the search process shall be exercised solely by the relevant Committee or Board as a
whole, and not by individual Board Members;

6. All information related to the search process shall be communicated by SURS staff to the relevant
Committee or Board as a whole, and not to individual Board Members;

7. The quiet period does not prevent Board approved due diligence, client conference attendance, or
communications with an existing service provider that happens to be a provider in the ordinary course of
services provided by such service provider; however, discussions related to the pending selection shall be
avoided during those activities;

8. The provisions of this policy will apply to potential service providers throughout the quiet period and shall
be communicated to providers in conjunction with any competitive proposal process; and

9. A potential service provider or vendor may be disqualified from a search process for a violation of the Quiet
Period or any portion of this policy.

Rights Reserved
SURS reserves the right to amend any segment of the RFP prior to the announcement of a selected
vendor/contractor. In such an event, all respondents will be afforded the opportunity to revise their proposals
to accommodate the RFP amendment.
SURS reserves the right to remove any or all services from consideration for this contract. At its discretion,
SURS may issue a separate contract for any service or groups of services included in this RFP. SURS may
negotiate additional provisions to the contract awarded pursuant to this RFP.
SURS may request additional information from any or all bidders to assist in the evaluation of proposals, and
SURS reserves the right to conduct background investigations of selected individuals or firms prior to awarding
a contract under this RFP.
SURS does not bear any obligation to complete the RFP process or to select any individual(s) or firm(s). SURS
also reserves the right without prejudice to reject any or all proposals submitted.
SURS will NOT reimburse any expenses incurred in responding to this RFP.
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Equal Opportunity
SURS does not discriminate because of race, color, religion, creed, sex, sexual orientation, age, marital status,
military status, certain unfavorable discharges from military service, political affiliation, citizenship, ancestry,
national origin, physical or mental handicap or disability or any other characteristic protected by law. It is the
System’s intent to comply with all state, federal, and local equal employment and opportunity laws and public
policies.

Terms and Conditions

Following a review of submitted materials, if requested, selected individuals or organizations must be prepared
to make a presentation or otherwise participate in an in-person interview in Champaign, IL or in Chicago, IL
with SURS staff members and/or members of the SURS board of trustees at a date and location to be
determined by SURS. SURS will not provide reimbursement for any costs incurred by the individuals or
organizations associated with this presentation. Prior to the award of a contract pursuant to this RFP, selected
individuals or firms must provide all requested documentation.

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Appendix A: Statement of Minimum Qualifications

(Firm Name) certifies that it meets the following

minimum qualifications.

Please initial each as applicable.

1. _________ The responder’s key professionals and/or organization has no material conflicts with the SURS
Board.
2. _________ A minimum of 5 years in business providing IT Service Management products and services.

Signed: Date:

Title:

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Appendix B: Questionnaire

The following questionnaire must be completed and included with your response to this RFP. Type your
responses in the same order as the questionnaire, listing the question first followed by your answer.

Contact and Company Information:

Name of Individual / Organization:

Mailing Address:

City: State: Zip Code: Phone:

Fax:

Federal Employer Identification Number:

Contact Person(s):
Name: Phone: Title:

Fax: Email:
Website:

Organization Background:
1. Please provide a general description and history of the organization, its operations (please include any history
of mergers and/or acquisitions), year founded, ownership structure, biographies of the principals and percentage
ownership by current employees.

2. Provide a brief, descriptive statement detailing evidence of the respondent’s ability to deliver the goods or
services sought under this RFP.

3. Is Respondent a “Minority owned business,” meaning a business which is at least 51% owned by one or more
minority persons, or in the case of a corporation, at least 51% of the stock in which is owned by one or more
minority persons; and the management and daily business operations of which are controlled by one or more of
the minority individuals who own it? If so, please provide a detailed explanation.

4. Is Respondent a “Female owned business,” meaning a business which is at least 51% owned by one or more
females, or, in the case of a corporation, at least 51% of the stock in which is owned by one or more females; and
the management and daily business operations of which are controlled by one or more of the females who own
it? If so, please provide a detailed explanation.

5. Is Respondent a “Business owned by a person with a disability,” meaning a business that is at least 51% owned
by one or more persons with a disability and the management and daily business operations of which are
13
controlled by one or more of the persons with disabilities who own it? A not-for-profit agency for persons with
disabilities that is exempt from taxation under Section 501 of the Internal Revenue Code of 1986 is also
considered a "business owned by a person with a disability". If so, please provide a detailed explanation.

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Appendix C: Fee Proposal

Please include detail regarding scope and cost of services, deliverables and timeframe for completion of the
project.
FIRM NAME: _______________________________________________________

ADDRESS: _______________________________________________________

____________________________________________________________________

TELEPHONE: _______________________________________________________

REPRESENTATIVE: __________________________________________________

1. Provide cost of Services and Products that meet the requirements as noted in Appendix F
2. If applicable, describe any additional ways to differentiate your company from other companies in
providing services requested under this RFP, including any additional value-added goods and/or
services that can be provided. If practical, the costs associated with any such value-added goods
and / or services shall be included in the Proposal as a separate cost. Proponent should also state
any opportunities that provide additional immediate or subsequent future savings from
efficiencies gained through a proposed value added good or service.
Indicate project duration and frequency of visits below.

___________________________________________________________________

___________________________________________________________________

___________________________________________________________________

___________________________________________________________________

Item Hourly Cost Not to Exceed

Rate Amount
Software Licensing
Project Management Services
Implementation Design and Planning Services
System Implementation Services
Training
Support
Other Consulting/Professional Services
Cost for additional meetings, if requested by SURS

Please check and complete one of the following statements as it pertains to travel related expenses:

15
_________ The above costs DO include all expected travel expenses and said expenses will not be billed
separately to SURS.

__________ The above costs DO NOT include all expected travel expenses and said expenses will be billed
separately to SURS in compliance with the SURS Travel Policy attached hereto as “Appendix E.”
Responder has read the SURS Travel Reimbursement Policy attached hereto as “Appendix E” and estimates
that travel expenses to be incurred for work to be performed relative to this RFP per the terms of said policy
will total an amount not to exceed: $ _______________.

I, _________________________________________, an authorized representative of the above-indicated

firm, have reviewed and understand the ______________________ Request for Proposals, and I/we am/are
prepared to provide the required services for the above costs.

__________________________________

(SEAL)

ATTACH A MINIMUM OF THREE PROJECT REFERENCES, SIMILAR IN DESIGN AND SCOPE.

ATTACH LIMITS OF COVERAGE FOR PROFESSIONAL LIABILITY INSURANCE.

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Appendix D: Addendum to Contract

ADDENDUM TO CONTRACT

In consideration of SURS entering into such contract, the Vendor/Contractor also agrees to the following:

1) If the Contractor is an individual, he or she certifies that he or she is not in default on an educational
loan as provided in Section 3 of the Educational Loan Default Act, 5 ILCS 385/3.

2) The Contractor certifies that it is not barred from being awarded a contract or subcontract because of a
conviction or admission of guilt for bribery or for bribing an officer or employee of the State of Illinois or
any other state in that officer or employee’s official capacity as provided in Section 50-5 of the Illinois
Procurement Code, 30 ILCS 500/50-5.

3) The Contractor certifies that it will provide a drug free workplace by engaging in the conduct
prescribed in Section 3 of the Drug Free Workplace Act, 30 ILCS 580/3.
4) The Contractor certifies that it is not barred from contracting with SURS because of a violation of either
Section 33E-3 (bid-rigging) or 33E-4 (bid rotating) of Article 33E of the Criminal Code of 1961, 720 ILCS
5/33E.

5) The Contractor certifies that neither it nor any substantially owned affiliated company is participating or
shall participate in an international boycott in violation of the provisions of the
U.S. Export Administration Act of 1979 or the regulations of the U.S. Department of Commerce
promulgated under that Act.

6) The Contractor certifies that no fees, commissions, or payments of any type have been or will be paid to any
third party in connection with the contract to which this is an addendum, except as disclosed in the contract
or an exhibit thereto as provided in 30 ILCS 500/50-25 and in 40 ILCS 5/1-
145. The Contractor shall promptly notify SURS if it ever has reason to believe that this certification is no
longer accurate.

7) To the extent Illinois law is applicable to Contractor, pursuant to 775 ILCS 5/2-105, Contractor agrees to:
a) Refrain from unlawful discrimination and discrimination based on citizenship status in employment and
undertake affirmative action to assure equality of employment opportunity and eliminate the effects
of past discrimination;

b) Comply with the procedures and requirements of the Illinois Department of Human Rights’
regulations concerning equal employment opportunities and affirmative action;
c) Provide such information, with respect to its employees and applications for employment, and
assistance as the Illinois Department of Human Rights may reasonably request; and

d) Have written sexual harassment policies that shall include, at a minimum, the following
information:
i) The illegality of sexual harassment;
ii) The definition of sexual harassment under State law;

17
 iii) A description of sexual harassment, utilizing examples;
iv) Contractor’s internal complaint process including penalties;
v) The legal recourse, investigative and complaint process available through the Illinois
Department of Human Rights and the Illinois Human Rights Commission;
vi) Directions on how to contact the Illinois Department of Human Rights and the Illinois Human
Rights Commission; and
vii) Protection against retaliation as provided by Section 6-101 of the Illinois Human Rights Act. A
copy of the policies shall be provided to the Illinois Department of Human Rights upon request.

8) To the extent it applies to Contractor and this contract, Contractor agrees to comply with the Illinois
Prevailing Wage Act, 820 ILCS 130/1, et seq.

9) Contractor shall maintain, for a minimum of five (5) years after the completion of the contract, adequate
books, records, and supporting documents to verify the amounts, recipients, and uses of all disbursements
of funds passing in conjunction with the contract. Contractor shall further make all such books, records, and
supporting documents related to the contract available for review and audit by the internal auditor of SURS
and by the Illinois Auditor General and shall cooperate fully with any audit conducted by the internal auditor
of SURS and the Illinois Auditor General and will further provide the internal auditor of SURS and the Illinois
Auditor General full access to all relevant materials.

10) Contractor agrees to notify the SURS Ethics Officer if it solicits or intends to solicit for employment any of
the employees of SURS during the term of the contract.
11) Contractor understands that SURS and this contract are subject to the provisions of the Illinois Open
Meetings Act (5 ILCS 120/1, et seq) and the Illinois Freedom of Information Act (5 ILCS 140/1, et seq).

12) Counterparts. This Agreement and Addendum may be executed in counterparts, each of which shall be
deemed to be an original, but all of which, taken together, shall constitute one and the same agreement.
The counterparts of this Agreement and Addendum may be executed and delivered by facsimile or other
electronic signature by any of the parties to any other party and the receiving party may rely on the receipt
of such document so executed and delivered by facsimile or other electronic means as if the original had
been received.
Under penalties of perjury, Contractor certifies that is
its correct Federal Taxpayer Identification Number.
Contractor is doing business as a(n) (please circle applicable entity):

• Individual • Sole Proprietorship • Partnership

• Corporation • Not-for-Profit • Medical and Health Care

Corporation Services Provider
Corporation

• Real Estate Agent • Governmental Entity • Tax Exempt Organization

(IRC 501(a) only)

• Trust or Estate • Other: _____________

18
Appendix E: SURS’ Travel Policy

SURS TRAVEL REIMBURSEMENT POLICY TERMS FOR APPROVED TRAVEL EXPENSES OF VENDORS
If Responder’s personnel are required to travel to perform work on behalf of SURS, any reimbursement
for said travel expenses will be as allowed, in part, by the travel requirements outlined by the Illinois Higher
Education Control Board as found in Title 80, Public Officials and Employees, Chapter 4, Travel Regulation
Counsel, Part 3000, Illinois Administrative Code as noted below. Accordingly, any expected travel must be
pre-approved by SURS and said travel reimbursements will be restricted to the following:
NOTE: actual cost receipts for the same must be provided before SURS may reimburse travel expenses.

Travel by Air. SURS will reimburse travel expenses for airfare at the price of a standard coach ticket. All
travel must be via the most direct route. Expenses incurred due to deviations for convenience shall be borne
by the traveler. No reimbursement above this amount will be allowed unless extenuating circumstances
exist to support an exception to this travel policy. Any exceptions to this policy must be approved by SURS in
advance of travel, in writing, by a duly authorized representative of SURS.

Travel by Rail. SURS will reimburse travel expenses for train travel at the price of a standard coach
ticket. All travel must be via the most direct route. Expenses incurred due to deviations for convenience
shall be borne by the traveler. No reimbursement above this amount will be allowed unless extenuating
circumstances exist to support an exception to this travel policy. Any exceptions to this policy must be
approved by SURS in advance of travel, in writing, by a duly authorized representative of SURS.

Travel by Automobile.
i. Rental Cars
SURS will reimburse travel expenses for the use of a rental car at the rate
of $60.00 per day. The collision damage waiver and personal accident
insurance on rented vehicles are not reimbursable. All travel must be via
the most direct route. Expenses incurred due to deviations for
convenience shall be borne by the traveler. No reimbursement above this
amount will be allowed unless extenuating circumstances exist to support
an exception to this travel policy. Any exceptions to this policy must be
approved by SURS in advance of travel, in writing, by a duly authorized
representative of SURS.

ii. Private Vehicles - Mileage Reimbursement

If an individual chooses to drive a private vehicle, reimbursement for
use of a vehicle shall be on a mileage basis and shall be at the applicable
rate identified by the Illinois Higher Education Travel Control Board
which is based on the rate promulgated pursuant to 5 USC 5707(b)(2) in
effect at the time of travel. All travel must be via the most direct route.
No reimbursement above this amount will be allowed unless extenuating
circumstances exist to support an exception to this travel policy.
19
 Any exceptions to this policy must be approved by SURS in advance of
travel, in writing, by a duly authorized representative of SURS.

Hotel Accommodations. SURS will reimburse hotel expenses at a maximum rate of $150.00 per day. No
reimbursement above this amount will be allowed unless extenuating circumstances exist to support an
exception to this travel policy. Any exceptions to this policy must be approved by SURS in advance of travel,
in writing, by a duly authorized representative of SURS.

Per Diem for Meals. SURS will pay a maximum of $45.00 per day for a full day of per diem meal
reimbursements with limits of $10.00 for breakfast; $10.00 for lunch and $25.00 for dinner. No
reimbursement above this amount will be allowed unless extenuating circumstances exist to support an
exception to this travel policy. Any exceptions to this policy must be approved by SURS in advance of travel,
in writing, by a duly authorized representative of SURS.

20
Appendix F: Requirements

1.1. Current State, Goals and Scope

The State Universities Retirement System (SURS) is seeking an ITIL compliant IT Service Management
solution. Our desire is to procure a full-suite solution to meet SURS’ needs for IT Service
Management. This product should assist in advancing towards greater organizational maturity in IT Service
Management for SURS through a thoughtful implementation of ITIL best practices. The preference would
be for a SaaS or Hybrid solution, but on-premise products will also be considered if the product’s
functionality would best suit the expressed needs.

1.1.1. INFORMATION TECHNOLOGY OVERVIEW

Technology at SURS is divided into two primary areas: Application Development and
Infrastructure/Operations.
1.1.2. CURRENT STATE
SURS is currently using Zoho’s ManageEngine Service Desk Plus, Desktop Central and ADAudit
Plus. Currently all incidents and requests are handled through Service Desk Plus. SLAs are not
being utilized and helpdesk requests are submitted only via email. No user portal is being
utilized. Application Development change requests are handled in a separate in-house
developed application. WiseTrack is used for Asset Management.

1.1.3. GOALS AND OBJECTIVES TO BE ACHIEVED

• Provide a single-pane of glass view into all project, facilities, incident, change and knowledge
management activities throughout the IT organization.
• Implement new ITIL-compliant processes, tools and best practices.
• Implement a solution that will allow for configurable workflows with managed SLAs.
• Provide a tool to manage changes in order to reduce the number of incidents and unplanned
changes.
• Provide seamless integration across ITSM processes and key existing data sources.
• Implement a tool that supports entire organization in IT process maturation as it relates to
the ITIL framework.

1.1.4. PRODUCT SCOPE

The product provided by the vendor should include at a minimum the following:
MANDATORY:

• Incident Management (SLA Management, Reporting Dashboards, Workflows for

handling/approval)
• Problem Management
• Change Management (CAB Dashboard, Approval Workflow, Denial Handling, Calendar of
Change events, notifications)
• Project Management (Status Dashboards, project initiation/approval workflow, resource
tracking, financial tracking)
• Reporting (automatic conditional emails, critical alerts, dashboards)
• Surveying (CSATs, Ad Hoc)
• Online (paperless) collaboration and workflow

OTHER DESIRED:

21
 • Self-Service Portal/Catalog
• Knowledge Management (knowledge lifecycle workflow, expiration of content)
• Problem Management (CI tracking, reporting, notifications)
• Extensible APIs for integrations (for example, Solarwinds, O365, AD, ManageEngine,
WiseTrack, barcode scanning, SIEM solutions)
• Mobile Portal (either app or HTML5 adaptive website)
• Facilities Mgmt. (Building issues, support services requests)
• Contract Mgmt. (Vendor dashboards, contract lifecycle, workflow)
• Asset Mgmt. (single pane of glass for all items)
• IT Financials (track budgets, costs)

WON’T IMPLEMENT AT THIS TIME:

• GRC (Governance-Risk-Compliance, Audit Tracking)
• Self-Healing/Automation (auto-ticketing and resolution based on machine-based
learning)

1.2. Services Required

The Vendor will be required to provide a variety of services as part of implementing the ITSM solution.
The services provided will vary depending on the nature of the ITSM Toolset solution proposed by the
Vendor. Please provide responses with your RFP submission, as noted in each section. Services are to
include the following, dependent upon solution provided:

1.2.1. PROJECT MANAGEMENT (CORE REQUIREMENT)

• Vendor is to provide a Project Manager.
• The Project Manager is to serve as single point of contact and coordinate all tasks with the
SURS Project Manager.
• Vendor Project Manager is to develop project schedule and plans.
• Vendor Project Manager is to provide quality assurance and oversight for all vendor services.
• Vendor Project Manager is to identify and schedule Vendor resources to meet project
deliverables and timelines.
• Vendor Project Manager is to provide a detailed implementation plan.
• Vendor Project Manager is to provide status reports including, but not limited to, work
completed, work underway, upcoming planned work, scheduled changes and delays.

[Link] Provide a brief description about your company’s ability to provide all the services
listed above in section 1.2.1. If unable to provide any of the services, indicate what
you are not able to provide or where your services deviate from what is listed.
Include response with RFP proposal

1.2.2. ITSM IMPLEMENTATION DESIGN AND PLANNING (CORE REQUIREMENT)

• Detailed design documents and diagrams for all components of the proposed system,
whether On Premises or SaaS.
• For On-Premises systems, server hardware recommendations for initial planned
implementations and expanded implementations.
• Storage hardware recommendations for initial planned implementations and expanded
implementations.
• Recommendation on best approach for process implementation, and definition of
implementation phases, if phases are applicable.
22
 • Recommendation on SURS personnel required to support the system.
• Recommended conversion and migration approach (e.g., from various currently implemented
solutions to proposed solution).
• Recommended test plans and procedures.
• Standard Operating Procedures conducive to an institution of our size.
• Recommended best business practices for use of the ITSM solution.
• Product documentation.

[Link] Provide a brief description about your company’s ability to provide all the services
listed above in section 1.2.2. If unable to provide any of the services, indicate what
you are not able to provide or where your services deviate from what is listed.
Include response with RFP proposal

1.2.3. ITSM SYSTEM IMPLEMENTATION SERVICES (CORE REQUIREMENT)

• For On-Premise systems, supply and install the application software on hardware provided by
SURS.
• Complete system implementation.
• Setup and configuration of all integrations fully supported in the current release of the
product including, but not limited to Active Directory and single sign-on.
• Provide support staff during configuration acceptance tests.
• Selected vendor will be subject to SURS’ travel policy as noted in Appendix E.

[Link] Provide a brief description about your company’s ability to provide all the services
listed above in section 1.2.3. If unable to provide all of the services, indicate what
you are not able to provide or where your services deviate from what is listed.
Include response with RFP proposal

1.2.4. TRAINING (CORE REQUIREMENT)

• The selected Vendor shall provide all technical, operational, and administrative knowledge
transfers required for SURS personnel to successfully conduct activities related to the
deployed solution.
• Technical training materials and classes including both onsite and distance/online delivery.
• End user training materials and classes including both onsite and distance/online delivery.
• Selected vendor will be subject to SURS’ travel policy as noted in Appendix E.

[Link] Provide a brief description about your company’s ability to provide all the services
listed above in section 1.2.4. If unable to provide all of the services, indicate what
you are not able to provide or where your services deviate from what is listed.
Include response with RFP proposal

1.2.5. SUPPORT (CORE REQUIREMENT)

• Ongoing application maintenance and support.
• Warranty support for all system software.
• A detailed Service Level Agreement (SLA) as agreed upon by both SURS and the selected
vendor.

23
 [Link] Provide a brief description about your company’s ability to provide all the services
listed above in section 1.2.5. If unable to provide all of the services, indicate what
you are not able to provide or where your services deviate from what is listed.
Include response with RFP proposal

1.2.6. CONSULTING/PROFESSIONAL SERVICES (OPTIONAL)

• Technical consulting and development of system integrations.
• Documentation of custom development and integrations.
• Data conversion and migration (e.g., from various currently implemented solutions to
proposed solution).
• Technical consulting services on integrations with external systems (e.g., web services,
external workflow, etc.).
• Process design and improvement.

[Link] Provide a brief description about your company’s ability provide all the services
listed above in section 1.2.6. If unable to provide all of the services, indicate what
you are not able to provide or where your services deviate from what is listed.
Include response with RFP proposal

1.3. Product Functional and Technical Evaluation

Vendor must complete and return the Functional and Technical Evaluation Questionnaire, indicating
how the proposed solution will comply with the stated functional or technical specifications. Provide a
capability rating (0-4) and provide responses to the questions as they relate to the CURRENT release of
the product. If this functionality is planned for a future release, include the expected date for each
question. This is a key component of Vendor proposal evaluation.

24
Vendor Instructions
Vendors should complete the following capabilities questionnaire by indicating the level to which the stated criteria is
supported, based on the five possible answers below.
Rating Definition
Functionality not provided.
0 The software does not meet the requirements. If the required functionality is planned for a future release, please indicate the
timescale (month and year) in the Comments column.
Functionality provided; requires customized integration with third-party solution.
The vendor has established a relationship with a business partner to provide this functionality, but it needs customizing or
1 working around in order to be deployed as an integrated solution. Identify any areas where modification will impact the
application upgrade path.

Functionality provided by the vendor, but requires customization or PaaS extension.

The functionality can be accomplished with the vendor's products, but some customizing or working around is required. For
2 ERP applications delivered as cloud services (which therefore cannot be customized), the functionality would be provided by
building an extension using platform as a service (PaaS) capabilities provided either by the vendor or a third party. Identify any
areas where customization, modification or extension will affect the application upgrade path.

Functionality provided by seamless integration with third-party solution.

The vendor has established a relationship (e.g., as an OEM) with a business partner to provide this functionality, which is fully
3 integrated (in terms of data, process and application) with the proposed solution and requires no customization or integration
development. Give the name of the recommended application.
Functionality provided as standard.
The software fully supports the requirements, and the vendor provides the functionality from its own codebase. No
4 customization or work-around is required. Some configuration may be required, but this should not be significant or complex,
should not add significantly to the implementation timescales, and should not affect future upgrades.

The Comments column is provided for clarification, when necessary.

By answering a question affirmatively, the vendor agrees to support such capabilities within the product.
Functional and Technical Evaluation
Capability
Area Question (0-4) Comments

Product Functionality
Describe your product’s ability to facilitate Availability
1 Availability Management Management.
Describe your product’s ability to facilitate Capacity
2 Capacity Management Management.
CAB Dashboard, Approval Workflow (QA/Testing
confirmation & audit trail), Denial Handling, Calendar of
3 Change Management Change events, notifications.
Describe your product’s ability to facilitate Change
4 Change Management Management.
How does your Change Management process area support
5 Change Management workflows?
How would your Change Management process area
support multiple and distinct groups of approvers possibly
6 Change Management following multiple change processing paths?
7 Change Management How does your product facilitate emergency changes?
Tell us how your product identifies duplicate Requests for
8 Change Management Change (RFC).
How does your product allow for defining dependencies
9 Change Management between change requests?
Describe your product’s ability to send change notifications
10 Change Management to staff outside the change process.
Describe how your product facilitates Contract
Management, including Vendor Dashboards, contract
11 Contract Management lifecycle
Describe your product’s ability to facilitate Event
12 Event Management Management.
Describe if/how your product is adaptable to manage
13 Facilities Management building issues, support services requests.
Describe how your product provides a single pane of glass
14 Financial Management for asset management
Describe your product’s ability to facilitate Financial
15 Financial Management Management.

16 Financial Management Describe how your product facilitates Vendor Management.

 Capability
Area Question (0-4) Comments
Describe how your product integrates with third-party
17 Financial Management vendor product catalogs, such as Dell, Apple, CDWG, etc.
Describe your product’s ability to track and manage
18 Financial Management purchases.
Describe your product’s integration between Financial and
19 Financial Management Asset Management.
Describe how your product captures costs and tracks to
20 Financial Management budget
What process areas support prioritization within your
21 General product?
Which fields within your product support rich text editing
and can images/screenshots be inserted inline in text
22 General boxes?
Does your product support the ability to add attachments?
23 General Which processes support this feature?
Describe your product’s reporting capabilities and how
users are able to create ad-hoc reports. Also indicate if
automatic, conditional emails and critical alerts are part of
24 General the reporting mechanism.
Describe how your product supports role-based access as
25 General it applies to reporting.
Describe how your product supports report scheduling and
26 General automation.
Describe your product’ s dashboard capabilities and if
27 General users can customize? If so, describe.
Include a screenshot of two sample dashboards. One
should include a stock dashboard that comes with the
product and the second should be a customized
28 General dashboard.
Describe the workflow capabilities of your product, and how
29 General they are created.
What chat functionality does your product offer (for end
user and internal support) and is chat communication
30 General captured? If so, please describe.
What capabilities does your product have to send
communications to any user or group and have the
31 General message and response tracked in the product?
Describe your product’s ability to customize forms and
32 General templates and for which ITIL processes they are available.
 Capability
Area Question (0-4) Comments
Do you have an integrated ITIL and ITSM process
33 General modeling technology available? If so, describe.
Discuss the alignment of Vendor’s product plans with the
direction of the industry, providing information detailing the
34 General Vendor’s intent to comply with industry standards.
Is your product certified for ITIL compliance by Pink
Elephant and/or another certification agency? If so, list
35 General processes certified and by which agency.
Describe how your product supports online (paperless)
36 General collaboration and workflow
What provisions does your product have for GRC
37 General (Gevernance-Risk-Compliance), Audit Tracking
How does your product offer ticket prioritization based on
38 Incident and Problem Mgmt impact / urgency matrix?
Can the priority matrix be configured for different units /
39 Incident and Problem Mgmt support groups? If so, describe.
How does your solution offer integration for remote control
40 Incident and Problem Mgmt support?
41 Incident and Problem Mgmt Describe your product’s ability to link and/or merge tickets.
How is Knowledge Management integrated with Incident
42 Incident and Problem Mgmt Management in your tool?
Describe your product’s ability to conduct user surveys. Ad-
43 Incident and Problem Mgmt hoc, CSAT's. How are they customizable?
Describe your product’s ability to facilitate Incident and
Problem Management, including how your product handles
individual tasks within Incident Management and Request
44 Incident and Problem Mgmt Fulfillment.
45 Incident and Problem Mgmt CI tracking, reporting, notifications
SLA Mgmt, Reporting Dashboards, Workflows for
46 Incident and Problem Mgmt handling/approval
47 Knowledge Management Knowledge lifecycle workflow, expiration of content
48 Knowledge Management Describe your product’s Knowledge Management Solution.
How does your product support multiple knowledge bases
49 Knowledge Management (i.e. both internal and public facing)?
Describe how your product utilizes roles and permissions in
50 Knowledge Management Knowledge Management.

How does your Knowledge Management support

51 Knowledge Management versioning in areas such as Knowledge Base articles, etc.?
 Capability
Area Question (0-4) Comments
Describe your product’s ability to facilitate a full Service
Knowledge Management System (SKMS) as defined by
ITIL and a list of the areas supported by your product's
52 Knowledge Management SKMS.
Describe how the SKMS within your product supports
process areas and functions within the software. Examples
include Capacity Management, Availability Management,
53 Knowledge Management Configuration Management, etc.
How quickly do knowledge articles become available for
searching (indexed) after being entered into the Knowledge
54 Knowledge Management Management system?
Describe how your product supports the Knowledge
55 Knowledge Management Centered Support (KCS) methodology.
Does your product include a mobile portal - HTML5
56 Mobile Portal adaptive or app? If so, please describe.
Describe your product's Project and Portfolio Management
capabilities, i.e. Status Dashboards, project
initiation/approval workflow, resource tracking, financial
57 Project Management tracking
Describe the relationship between Change Management
58 Release Management and Release Management within the product.
Describe your product’s ability to facilitate Release
59 Release Management Management.
How does your product support triggering a service request
60 Request Fulfillment based on a calendar?
Describe how your product’s self-service portal provides a
‘shopping cart’ approach to ordering services and
61 Request Fulfillment equipment.
Describe your product’s ability to facilitate Request
62 Request Fulfillment Fulfillment.
Does your product feature auto-ticketing and resolution
63 Self-Healing/Automation based on machine-based learning?
Describe the training programs and tools available for your
64 Service and Support product.
Service Asset and Describe your Configuration Management Database
65 Configuration Management (CMDB) in detail and what ITIL processes it supports.
Service Asset and Describe your product’s ability to track and display
66 Configuration Management relationships between configuration items.
 Capability
Area Question (0-4) Comments
Describe how your product facilitates Asset Management
Service Asset and including its ability to update configuration items based on
67 Configuration Management changes.
Describe how your Asset and Configuration Management
components tie in with your Incident and Problem
Service Asset and Management components, as well as the ability to report
68 Configuration Management on historical issues.

How does your product support the ability to track purchase

Service Asset and dates, warranties, lifecycles and other factors for purposes
69 Configuration Management of forecasting and the ability to report on this data?
Service Asset and Describe your product’s ability to support barcode readers
70 Configuration Management and how it can relate to incident and configuration items.
Service Asset and Describe your product’s ability to auto discover assets
71 Configuration Management (both using an agent and agentless).
Service Asset and Describe your licensing model and how your product tracks
72 Configuration Management software licensing?
Service Asset and Describe your product’s ability to facilitate Service Asset
73 Configuration Management and Configuration Management.

Describe the Service Catalog features of your product, and

74 Service Catalog Management how the catalog is Managed. Is there a self-service portal?
Describe your product’s ability to facilitate Service Level
75 Service Catalog Management Management.

Technical and Integration

Describe your product’s database technology platform,
76 Data data structure and ability to add custom fields

Describe how SURS will be able to directly access the raw

data contained in the product’s database(s). In addition,
77 Data does SURS own the data and retain full access to it?
List the browsers and minimum versions your product
supports and note if and how functionality is impaired on
78 General certain browsers.
Does your product have a thick client? If so, describe its
technical requirements and how it differs from web-based
79 General access your product offers.
 Capability
Area Question (0-4) Comments
Describe your product’s ability to support a multi-tenant
structure with multiple support units having different
80 General product configuration needs.
Active Directory Authentication Sync/SSO - this is a
81 Identity Management requirement for adequate security.
Multi-Function Authentication for Power Accounts Tighter
82 Identity Management control for at least power users, if not all
Workflows for permissions As people need permissions, or
no longer need them, HR and FIN leaders need to
83 Identity Management approve/remove access rights
Role-based provisioning Adding person to group provides
baseline access, based off of approvals from appropriate
84 Identity Management reseource
Infrastructure - Cloud/SaaS SOC reporting (or equivalent) System and Organization
85 Option Controls Reporting - to support auditing requirements
Infrastructure - Cloud/SaaS US-based data location(s) To be consistent with our current
86 Option cloud data practice
Infrastructure - Cloud/SaaS SLAs for Priority 1 & 2 (big outage & small outage) events
87 Option Need some sort of gurantees of service/service credits
Infrastructure - Cloud/SaaS Demonstrable Disaster Recovery/Business Continuity plan
88 Option Safeguard the environment
Infrastructure - Cloud/SaaS Controllable Upgrade Path SURS should have some
89 Option input in the manner in which upgrades are pushed
Infrastructure - On Premise
Ability to run on VMWare virtualized servers
90 Option
Describe how your product allows data to be displayed on
disparate systems via an external data feed (i.e. RSS,
91 Interfaces and Integration XML, etc.).
Describe how your workflow can integrate with third-party
92 Interfaces and Integration products / solutions.
How does your product integrate with Identity and Access
Management solutions (password management, user
93 Interfaces and Integration provisioning)?
Does the use of integrations or custom APIs affect
licensing or is the use of integrations/custom APIs limited in
94 Interfaces and Integration any way?
95 Interfaces and Integration Integration into BI Edge Data reporting/visualization tool
 Capability
Area Question (0-4) Comments
Describe your API capabilities and how they are
documented. How does your product provide integration,
i.e. Solarwinds, Office 365, Active Directory,
ManageEngine, WiseTrack w/barcode scanning, SIEM
solutions, Pinnacle, Microsoft Exchange, Chat/IM, text
Messaging/MMS. Provide a list of products and services
that your product integrates with out of the box. Also
confirm whether or not your product has open API/Web
96 Interfaces and Integration Services for custom integration.
What import capabilities does your product have for
97 Knowledge Management Knowledge Management?
How does your product support single sign-on and what
98 Security and Compliance methods are supported?
PCI/HIPPA compliance Compliant with industry standard
99 Security and Compliance security practices
100 Security and Compliance Encrypted Data At motion and at rest
Logging and reporting for administrative access events
Either via dashboard and API into our SIEM…will need to
101 Service and Support keep logs for audit purposes - is this supported?
Administrator/Power User Training - describe to what
extent we would be able to operate independently with
102 Service and Support adequate power users of our own.
Describe the support model for your product including
methods of contacts and availability. Are there tiered
support packages that allow us to choose our support
103 Service and Support level?
Do you provide a mobile app? For what platforms (include
104 User Environment specific operating systems and versions)
User Environment Geo-fencing capability Ability to lock down access via IP or
105 other capability
User Environment Support for Windows and Mac OS Desktop Platforms
106 Within 2 recent versions
At least 1 other environment, and preferred 2 QA/Dev
sandboxes to test new releases/functions/integration
107 User Environment changes
108 User Environment Mobile Application Ability to deploy via AW or MSFT MDM
Integration into O365 Could work well for workflow and
documentation processes…PowerBI for dynamic
109 User Environment reporting/visualizations