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ANSWERS TO QUESTIONS RECEIVED FOR THE SERVICE

MANAGER RFB# 28017-KA

Q 1 Why was the HP Master Agreement (A2335) included? Is HP theprime for the RFB?

A 1 The HP Master is a document that HP and its partnerswill agree to without additional negotiation. It saves a great

deal of State time if HP or one of their partners is thesuccessful vendor. The successful vendor for the Services partof the RFB will be the prime for this work. HP will not beinvolved unless they happen to be low bidder.

Q 2 If the answer to #1 is no, then if a respondent is a services onlybidder, will they be negotiating an independent services agreement, orare they bound by the HP Master Agreement?

A 2 The terms and conditions of the Contract are included inthe RFB and they apply to everyone. See 2.3 (b) for additionalinformation.

Q.3 If the response to #2 is no, then do you need the respondentsservices agreement included with the RFB response?

A, 4 No, See No, 2.3 (b). Submission of any standard Biddercontracts as a substitute for language in the terms andconditions is not a sufficient response to this requirement andmay result in rejection of the Bidder's bid.

Q 4 If the answer to #2 is yes, please provide clarification as to thethinking of the State requiring an independent entity to be bound byHPs Master Agreement.

A 4 The terms of the HP agreement are quite similar to theterms that we normally require. See 2.3 (b) if you have issueswith a specific term.

Q.5 On Page 48 of the RFB, reference is made to 2008 rates. What isthe intent in referencing a rate structure from 2008 given thetimeframe for this RFB?

A.5 Because the travel rates from 2008 are still valid asstated in the RFB. See section 5.15.

Q.6 Are respondents being held to the names of the consultantsprovided? Since the RFB is due on 3/17, there is no guarantee that anyspecific consultant will be available once the project starts. As aleading integrator of HP solutions, we have multiple resources whocould fulfill the roles and as a result would elect to provide the State ofWisconsin with professional bios without engineer names todemonstrate our ability to provide the required skills.

A6. Bidders are required to submit the resumes of the staffthat meet the qualifications. The Bidder can submit as many

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resumes of people who are qualified if they choose. If theBidder is the successful vendor, then when the engagementcommences, the Bidder can select the person who is availableat the time as long as the persons resume was submitted withthe RFB response and the person meets all qualifications. Besure that all resumes submitted meet the RFB specifications.

Q.7 Most organizations with successful projects are willing to be

references. However, most are guarded with their time, as Im sure theState is, and many have confidentiality agreements in place with theirservice providers that prohibit the open sharing of contact informationprior to business being awarded. Is the State willing to acknowledgethis and permit respondents to provide only generic referenceinformation, understanding that failure to provide the references oncethe bid is awarded is grounds for rejection of award?

A. 7 The State will not accept generic references. Ourpurpose in asking for references during the RFB process is togive the Bidder plenty of time to contact their references,rather than giving a Bidder only a day or two at the end of the

process to gather information.

Q.8 How did the State arrive at the estimated time for each phase ofthe project?

A.8 Current estimates are based on rough drafts of projectplans and budgetary constraints. It is expected the plans,deliverables and estimates will be revised once the Contractwith the successful vendor is finalized.

Q.9 How did the State arrive at the estimated tasks for each phaseof the project? Our current involvement is an identical project (scoped

and estimated by HP) shows strong evidence that the estimates in theRFB are inaccurate.

A.9 The States expectation is that the Consultants arementoring State staff through most of the work, so it is notexpected that Consultants will be doing all the work. Theexception is the UCMDB / Service Manager / Asset ManagerIntegration Consultant (section 4.2.b) who will do most of thework themselves. At the beginning of the engagement theexact deliverables and timelines shall be negotiated with theContractor.

Q.10,The State has provided an estimated on-site work effort for services(page 63). If the State has underestimated this work effort, is therespondent still bound by the Not-to-Exceed travel total?

A.10The Consultant is responsible for staying within the Not-to-Exceed amount for the number of weeks of travel listed inthe estimate. If the number of weeks of travel increases, theadditional travel is above and beyond the Not-to-Exceedamount but should be similar in cost as the previous weekstravel expenses. See section 5.15.

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Q.11The last paragraph of Section 4.0 states The scope of this bid is toimplement these products for DET in the summer of 2010. Once theproducts are implemented at DET. In Section 4.2., it is stated thatthe State needs HP Universal Configuration Management Database(UCMDB), HP Service Manager and HP Asset Manager Integrator.Finally, in 4.2.b, it states the State needs assistance in implementingService Manager. Please clarify.

A.11 The State cant find in the RFB the last sentence youquoted about needing assistance in implementing ServiceManager. In general the State is not looking for assistancein implementing Service Manager 7.11. The RFB is forassistance with UCMDB and Asset Manager. There are some

places where these systems integrate with Service Manager,so experience with Service Manager is listed in the SkillsRequired for some of the Consultant roles, but noConsultant is directly responsible for Service Managerimplementation.

Q.11 (a) Is the State looking for implementation and integration or

just integration?

A.11 (b) The Consultant listed in Section 4.2.b isresponsible for Integration between UCMDB, ServiceManger and Asset Manager. They are not responsiblefor Implementation of any of those tools.

Q.11 (b) If implementation and integration, is the estimate of 6weeks for that work activity still what the State thinks isfeasible?

A.11 (b) The State believes that for the Consultant listed in

Section 4.2.b a couple of weeks of off-site, part timepreparation meetings in early June and then beingonsite for around six weeks for the actual integrationwork should be sufficient. We wont know for sureuntil the Consultant is on board.

Q.11 (c)If integration only, has the State completed theimplementation?

A.11 (c) The State is working on Service Managerimplementation which will coincide with the workbeing done by the Consultants. The UCMDB will be in

place when the Consultant from section 4.2.b arrives,though it will be in a mostly out-of-the-box state.Same with Asset Manager.

Q.11 (d) If the implementation is complete, can the respondentsvalidate the implementation is done following best practicesso as to insure integration is possible?

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A.11 (d) The Consultant listed in 4.2.b will have a chance tovalidate the install when they are on-site but proof ofthis will not be provided before then.

Q. 12 For each of the four potential consultant roles, please indicatewhat teams at DET the consultants will interface with in gathering thenecessary information and completing their assigned tasks anddeliverables for Part II, Professional Services (i.e., Enterprise Service

Desk, Operations Support, ITIL Support, etc.). For example, forsection 4.2.a. HP DDM-A Implementer, what teams will thatconsultant depend on to receive the necessary information in orderto complete their deliverables? Please respond for 4.2.b., 4.2.c., and4.2.d.

A.12 When each Consultant starts they will need to let usknow what technical teams they require access to. A DETstaff person will act as a Coordinator to gather the requiredtechnical staff as needed. This would include networking,firewall, AD, apps/web hosting, HW/OS, Monitoring,Database, Security, etc. The Coordinator will also have

access to business users when design requirements ortesting is needed. However all resources need to be pre-

planned, which will be one of the first tasks for theConsultant to work with the Coordinator on at the beginningof the engagement.

Q.13On what team at DET does the DET Project Manager work? Is thisthe team to whom all of the consultants will report?

A.13 The Project Manager is also the Product Manager and ispart of the group responsible for implementing ITILprocesses at DET. All Consultants will report to the Project

Manager.

Q.14Will any of the consultants be responsible for directly managing DETemployees?

A.14 No. Mentoring and leading tasks, but no State staff willbe directly reporting to the Consultants.

Q.15What are the top 3 risks that DET has identified for the successfulcompletion of these projects?

A.15 This is not relevant to the RFB. The successful vendor

will be working on specific parts of the project and not responsiblefor the project as a whole.

Q.16What Project Management methodology will the DET Project Manageremploy?

A.16 This is not relevant to the RFB. The successful vendorwill be working on specific parts of the project and notresponsible for the project as a whole.

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Q.17 How will the DET Project Manager manage scope and administerchange control?

A.17 The process for changing individual Consultant deliverablesand schedules is listed in Section 4.3.1. The process formanaging scope and changes in the project as a whole is notrelevant to the RFB.

Q.18 For the weeks that a consultant is performing off-site work, will thework be full-time during those weeks? We understand the work maynot be contiguous, but will there at least be a weeks of work at atime for the off-site work?

A.18 Not likely. Much of this off-site work would be planning andpreparation meetings that would require 5-20 hours perweek. However DET can be flexible in scheduling this workduring normal business hours.

Q.19 Does the State of Wisconsin have deployment requirements such asperformance and endurance testing, specific documentation

formats, etc.?

A.19 Performance & Endurance testing is scheduled as part of thetesting plan, and some of the Consultants may be asked toadvise in these areas, but none of the Consultants aredirectly responsible for this type of testing, so it is notrelevant to the RFB. As for specific documentation formats,they will be agreed on at the beginning of the engagement.

Q.20 Please provide a brief overview of the State of Wisconsins currentchange management process.

A.20 None of the Consultant roles are responsible forimplementing Change Management so it is not relevant tothe RFB.

Q.21 Please provide a brief overview of the State of Wisconsins currentmanual problem management process.

A.21 None of the Consultant roles are responsible forimplementing Problem Management, so it is not relevant tothe RFB.

Q.22 Will the State of Wisconsin require integration with LDAP or a third

party application for authentication?

A.22 LDAP will be used for Service Manager, UCMDB and AssetManager. However that is out of the scope of most of theConsultant roles listed in the RFB. The Consultants mayadvise on utilizing LDAP, but are not directly responsible forit.

Q.23 Will the State of Wisconsin require a 24x7 High AvailabilityImplementation?

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A.23 No.

Q.24 Does the State of Wisconsins Service Manager, Asset Manager andUCMDB administrators have recent HP Training? ITIL training?

A.24 Service Manager and UCMDB training has already happened.Asset Manager training will happen when the RFB is

complete. Most Admins have ITIL training.

Q.25 Will the State of Wisconsin require migration of data from theirexisting ServiceCenter system into the new Service Managersystem? If yes, approximately how much data?

A.25 None of the Consultant positions are responsible formigrating data into Service Manager from Service Center.The Asset Manager Consultant (section 4.2.c) will assist in

planning some migration of asset data from the existingService Center environment into Asset Manager, but thedetails will not be known until a Consultant is in place.

Q.26 Does the State of Wisconsin have any other integrations that are notlisted in the RFB (i.e., Connect-It, NNM, etc.)?

A.26 NNM integration is already listed in the RFB as a neededIntegration. The State does expect to use Connect-It, thoughit is a tool to do integrations, not an actual integration.There may be other integrations we discover as Consultantsbegin working with us on implementation details.