Supply & Implementation of a SaaS Enterprise (IT) Service Management (ITSM) Tool Tender

Procurement Summary

Country : Kenya

Summary : Supply & Implementation of a SaaS Enterprise (IT) Service Management (ITSM) Tool

Deadline : 24 Apr 2023

Other Information

Notice Type : Tender

TOT Ref.No.: 81897145

Document Ref. No. :

Financier : Other Funding Agencies

Purchaser Ownership : Public

Tender Value : Refer Document

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Tender Details

Tenders are invited for Supply & Implementation of a SaaS Enterprise (IT) Service Management (ITSM) Tool.

Closing Date: 24 Apr 2023

Type: Consultancy

TERMS OF REFERENCE

Supply & Implementation of a SaaS Enterprise (IT) Service Management (ITSM) Tool

Background
Médecins Sans Frontières (MSF) is an international independent medical humanitarian action-driven organization, which offers assistance to populations in distress, to victims of natural or man-made disasters and to victims of armed conflict, without discrimination and irrespective of race, religion, creed or political affiliation. 26 associations, 23 sections, and 16 branch offices make-up the international movement and work in partnership around 6 operational entities.

MSF Eastern Africa came into being in 2021, growing out of the Nairobi Branch Office (MSF Spain). The section is the regional institutional office for MSF in Eastern Africa and focuses on representation and networking, including with humanitarian organizations and authorities, recruiting and supporting staff from the region, communications and fundraising, as well as on other dossiers of importance to MSF such as Diversity, Equality and Inclusion (DEI), mutualization, trainings, medical operational support and environmental health. MSF EA has identified key transversal areas of focus in its two-year strategic plan 2022-2023. This will enable the Section to grow and provide strategic support to the operations while building its capacity for future operational ambitions. You can learn more about MSF on our website or via our digital channels - Facebook, Instagram, Twitter and LinkedIn.

Project Overview
MSF EA-s current service management approach is siloed with each department/business function literally ‘figuring it out themselves-. Whereas IT and Facilities tried an automation that resulted in partial automation of their service desk, other departments- services remained manual. The result is that Quality and speed of these services is not guaranteed, thereby affecting employee productivity.

On the other hand, our IT Assets are managed and allocated manually. IT issues them without proof of user acknowledgement. Most are not tagged, while the few that are tagged, their tag information/number has faded. Monitoring compliance with cyber security and other best practices is an uphill task. We can-t imagine the size of this problem when the number of assets doubles within the 12 months according to our projections.

Therefore, MSF EA is accepting proposals to adopt a SaaS Enterprise Service Management (ESM) or IT Service Management (ITSM) that meets our requirements.

Sourcing Approach
MSF EA generally prefers a “cloud first” deployment approach where the convenience and cost containment aspects of adopting a SaaS solution for ESM are very clear to MSF EA.

Therefore, MSF EA will involve the market leader vendors (as per major market analysts- publications) operating in the market segments of SaaS ESM and ITSM platforms.

The bidders are encouraged to submit financials for a SaaS deployment.

The shortlist of Bidders will be defined by MSF EA, at its sole and absolute discretion.

Project Objectives
The strategic objective is to potentially extend the service management and tools discipline to non-IT services, in order to establish a Single Stop Shop for business support and a better and more integrated experience for both internal and external customers.

The specific objectives are to:

Reach higher levels for the quality of the services offered and set the basis for a continuous improvement philosophy.
Increase the level of automation and self-service provisioning in the organization, in order to minimize execution times and improve customer satisfaction.
Set the foundation for a more robust and better-established service-oriented culture across the enterprise.
Improve visibility and control over IT and other assets, leading to better decision-making regarding asset utilization, replacement, and retirement.
Reduce manual effort and errors in asset tracking, reporting, and budgeting, leading to cost savings and increased efficiency.
We are committed to achieving these objectives and look forward to working with a qualified vendor to achieve our goals.

Scope of Work
The scope of the project includes the implementation of an ITSM tool that will cover the following functions and processes:

Asset Management
Enterprise Asset Management
Hardware Asset Management
Software Assets Management
Cloud Infrastructure
IT Asset Offboarding
SaaS License Management
Asset Discovery
Configuration Management Database (CMDB)
Mobile App with asset tag scanning capability
Vendor/Contract Management
Incident Management with chat capability
Change Management
Problem Management
Request Fulfillment
Service Catalog Management
Service Level Management
Knowledge Management
Service Portal with unlimited user access
Agent Mobile App.
Integration capability (with other systems e.g Azure AD (this is a MUST), Dynamics 365, SharePoint and Office 365)
Reporting and Analytics
Inter-departmental Workflows e.g Employee onboarding/deboarding, travel requests, etc.
DevOps
The second part of the scope of this project is the services. We will need some implementation and training support from the vendor. The implementation will involve:

Configuration of the system and workflows for various departments.
Configuration of the dashboards and reports for various personas.
Training of the technical team
Third part of the scope is support. We need guarantee for 24hour support from the OEM. We will monitor the response and resolution timelines to ensure that we are receiving quality support.

We plan to tag all our assets using aluminium tags with bar codes. The system should support scanning of the bar codes by the mobile app.

Since all digital services are internally developed, MSF EA seeks to enhance its development processes using the latest software methodologies, such as SCRUM. We hope that this tool will provide a platform for receiving automation needs/pain points from users across the organization and enable the IT team to prioritize development/implementation of solutions while keeping users in the loop.

Since 2021, MSF EA has made an even more extensive use of cloud services, using for that matter cloud providers such as Microsoft; MSF EA believes it achieves better business resilience against disaster, and a lower TCO (Total Cost of Ownership), by using cloud services for most of the supporting services.

Security is an ongoing concern and MSF EA makes continuous reviews to its information assets platforms and to their security, designed to maintain the integrity of the assets and to ensure an environment that is free from external contamination.

Business continuity is another concern. Therefore, the ideal ITSM tool should be able to allow backup of the database to another cloud platform in an automated way.

Timeline
Implementation plan: 2nd May 2023
Software and license procurement: May 4, 2023
Asset Inventory: 24th April - 23rd May 2023
Tool configuration for Assets: 2nd May - 4th May 2023
Asset Management training for IT & Facilities: 4th May 2023
Development of Service Catalog and Requirements gathering for service workflows: 5th June - 10th June 2023
Tool configuration and customization for other services: 5th June - 20th June 2023
Agent training on service and catalog management: 20th June 2023
Technical training on other system features: 27th June 2023
Key Deliverables
The following deliverables will be provided to MSF EA as part of this project:

ITSM tool software and licenses
Implementation plan
Configuration and customization documentation
User manuals and training materials
Service level agreements and performance metrics
Reports and analytics
Technical documentation
All deliverables will be provided to MSF EA in digital format (PDF). All reports will be delivered to MSF EA within the timeline outlined in the project plan.

The vendor will work closely with MSF EA throughout the project to ensure that all deliverables meet the requirements and expectations of MSF EA.

Evaluation of Proposal and Evaluation Criteria
Overview and Timing
The evaluation process will be articulated in the following main steps:

RFP issuing and evaluation: Bidders will respond to the present RFP in the time and manner specified herein.
Proof of Concept (PoC): after carefully evaluating all the Bidders responses, MSF EA will invite a subset of Bidders to perform a “hands on” PoC session, based on provided Use Cases. The PoC will entail majorly: customization of workflows, Asset Discovery, asset movement, handling Windows patches/updates, incident management and reports. This will be done for a maximum of 2 hours for each invited bidder. It will be the Bidder-s responsibility to make the necessary provisions in order to allow MSF EA designated personnel to experience the functionalities included in the Use Cases.
Best and Final Offer (BAFO) presentation: after evaluating the PoC, MSF EA will further down-select the number of Bidders and invite the remaining to review and improve their proposals and perform an onsite BAFO presentation. The final decision and contract awarding will follow the evaluation of all the BAFO presentations.
The proposed timing for the entire evaluation process is presented here below:

Step

Start

End

RFP Issuance

17th April 2023

N/A

Submission Deadline

N/A

24th April 2023

Initial Evaluation

25th April 2023

27th April 2023

PoC

28th April 2023

28th April 2023

BAFO Meetings

2nd May 2023

2nd May 2023

Instructions to Service Providers
Communications
All communication with MSF EA must be directed to the Single Point of Contact (SPOC) for this project, as follows:

Nehemiah Abere

Coordinator, IT & Facilities Unit.

Email: Nehemiah.

Documents

 Tender Notice