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ANSWERS TO QUESTIONS RECEIVED FOR THE SERVICE MANAGER RFB# 28017-KA

Q1 Why was the HP Master Agreement (A2335) included? Is HP the prime for the RFB? A1 The HP Master is a document that HP and its partners will agree to without additional negotiation. It saves a great deal of State time if HP or one of their partners is the successful vendor. The successful vendor for the Services part of the RFB will be the prime for this work. HP will not be involved unless they happen to be low bidder. Q2 If the answer to #1 is no, then if a respondent is a services only bidder, will they be negotiating an independent services agreement, or are they bound by the HP Master Agreement? A2 The terms and conditions of the Contract are included in the RFB and they apply to everyone. See 2.3 (b) for additional information. Q.3 If the response to #2 is no, then do you need the respondents services agreement included with the RFB response? A, 4 No, See No, 2.3 (b). Submission of any standard Bidder contracts as a substitute for language in the terms and conditions is not a sufficient response to this requirement and may result in rejection of the Bidder's bid. Q4 If the answer to #2 is yes, please provide clarification as to the thinking of the State requiring an independent entity to be bound by HPs Master Agreement. A4 The terms of the HP agreement are quite similar to the terms that we normally require. See 2.3 (b) if you have issues with a specific term. Q.5 On Page 48 of the RFB, reference is made to 2008 rates. What is the intent in referencing a rate structure from 2008 given the timeframe for this RFB? A.5 Because the travel rates from 2008 are still valid as stated in the RFB. See section 5.15. Q.6 Are respondents being held to the names of the consultants provided? Since the RFB is due on 3/17, there is no guarantee that any specific consultant will be available once the project starts. As a leading integrator of HP solutions, we have multiple resources who could fulfill the roles and as a result would elect to provide the State of Wisconsin with professional bios without engineer names to demonstrate our ability to provide the required skills. A6. Bidders are required to submit the resumes of the staff that meet the qualifications. The Bidder can submit as many

resumes of people who are qualified if they choose. If the Bidder is the successful vendor, then when the engagement commences, the Bidder can select the person who is available at the time as long as the persons resume was submitted with the RFB response and the person meets all qualifications. Be sure 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 the State is, and many have confidentiality agreements in place with their service providers that prohibit the open sharing of contact information prior to business being awarded. Is the State willing to acknowledge this and permit respondents to provide only generic reference information, understanding that failure to provide the references once the bid is awarded is grounds for rejection of award? A. 7 The State will not accept generic references. Our purpose in asking for references during the RFB process is to give 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 of the project? A.8 Current estimates are based on rough drafts of project plans and budgetary constraints. It is expected the plans, deliverables and estimates will be revised once the Contract with the successful vendor is finalized. Q.9 How did the State arrive at the estimated tasks for each phase of the project? Our current involvement is an identical project (scoped and estimated by HP) shows strong evidence that the estimates in the RFB are inaccurate. A.9 The States expectation is that the Consultants are mentoring State staff through most of the work, so it is not expected that Consultants will be doing all the work. The exception is the UCMDB / Service Manager / Asset Manager Integration Consultant (section 4.2.b) who will do most of the work themselves. At the beginning of the engagement the exact deliverables and timelines shall be negotiated with the Contractor. 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 the respondent still bound by the Not-to-Exceed travel total? A.10 The Consultant is responsible for staying within the Not-toExceed amount for the number of weeks of travel listed in the estimate. If the number of weeks of travel increases, the additional travel is above and beyond the Not-to-Exceed amount but should be similar in cost as the previous weeks travel expenses. See section 5.15.

Q.11The last paragraph of Section 4.0 states The scope of this bid is to implement these products for DET in the summer of 2010. Once the products are implemented at DET. In Section 4.2., it is stated that the 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 implementing Service Manager. Please clarify. A.11 The State cant find in the RFB the last sentence you quoted about needing assistance in implementing Service Manager. In general the State is not looking for assistance in implementing Service Manager 7.11. The RFB is for assistance 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 Skills Required for some of the Consultant roles, but no Consultant is directly responsible for Service Manager implementation. 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 is responsible for Integration between UCMDB, Service Manger and Asset Manager. They are not responsible for Implementation of any of those tools. Q.11 (b) If implementation and integration, is the estimate of 6 weeks for that work activity still what the State thinks is feasible? A.11 (b) The State believes that for the Consultant listed in Section 4.2.b a couple of weeks of off-site, part time preparation meetings in early June and then being onsite for around six weeks for the actual integration work should be sufficient. We wont know for sure until the Consultant is on board. Q.11 (c)If integration only, has the State completed the implementation? A.11 (c) The State is working on Service Manager implementation which will coincide with the work being 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 respondents validate the implementation is done following best practices so as to insure integration is possible?

A.11 (d) The Consultant listed in 4.2.b will have a chance to validate the install when they are on-site but proof of this will not be provided before then. Q. 12 For each of the four potential consultant roles, please indicate what teams at DET the consultants will interface with in gathering the necessary information and completing their assigned tasks and deliverables for Part II, Professional Services (i.e., Enterprise Service Desk, Operations Support, ITIL Support, etc.). For example, for section 4.2.a. HP DDM-A Implementer, what teams will that consultant depend on to receive the necessary information in order to complete their deliverables? Please respond for 4.2.b., 4.2.c., and 4.2.d. A.12 When each Consultant starts they will need to let us know what technical teams they require access to. A DET staff person will act as a Coordinator to gather the required technical 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 or testing is needed. However all resources need to be preplanned, which will be one of the first tasks for the Consultant to work with the Coordinator on at the beginning of the engagement. Q.13On what team at DET does the DET Project Manager work? Is this the team to whom all of the consultants will report? A.13 The Project Manager is also the Product Manager and is part of the group responsible for implementing ITIL processes at DET. All Consultants will report to the Project Manager. Q.14Will any of the consultants be responsible for directly managing DET employees? A.14 No. Mentoring and leading tasks, but no State staff will be directly reporting to the Consultants. Q.15What are the top 3 risks that DET has identified for the successful completion 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 responsible for the project as a whole. Q.16What Project Management methodology will the DET Project Manager employ? A.16 This is not relevant to the RFB. The successful vendor will be working on specific parts of the project and not responsible for the project as a whole.

Q.17 How will the DET Project Manager manage scope and administer change control? A.17 The process for changing individual Consultant deliverables and schedules is listed in Section 4.3.1. The process for managing scope and changes in the project as a whole is not relevant to the RFB. Q.18 For the weeks that a consultant is performing off-site work, will the work be full-time during those weeks? We understand the work may not be contiguous, but will there at least be a weeks of work at a time for the off-site work? A.18 Not likely. Much of this off-site work would be planning and preparation meetings that would require 5-20 hours per week. However DET can be flexible in scheduling this work during normal business hours. Q.19 Does the State of Wisconsin have deployment requirements such as performance and endurance testing, specific documentation formats, etc.? A.19 Performance & Endurance testing is scheduled as part of the testing plan, and some of the Consultants may be asked to advise in these areas, but none of the Consultants are directly responsible for this type of testing, so it is not relevant 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 current change management process. A.20 None of the Consultant roles are responsible for implementing Change Management so it is not relevant to the RFB. Q.21 Please provide a brief overview of the State of Wisconsins current manual problem management process. A.21 None of the Consultant roles are responsible for implementing Problem Management, so it is not relevant to the 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 Asset Manager. However that is out of the scope of most of the Consultant roles listed in the RFB. The Consultants may advise on utilizing LDAP, but are not directly responsible for it. Q.23 Will the State of Wisconsin require a 24x7 High Availability Implementation?

A.23 No. Q.24 Does the State of Wisconsins Service Manager, Asset Manager and UCMDB 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 their existing ServiceCenter system into the new Service Manager system? If yes, approximately how much data? A.25 None of the Consultant positions are responsible for migrating 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 existing Service Center environment into Asset Manager, but the details will not be known until a Consultant is in place. Q.26 Does the State of Wisconsin have any other integrations that are not listed in the RFB (i.e., Connect-It, NNM, etc.)? A.26 NNM integration is already listed in the RFB as a needed Integration. The State does expect to use Connect-It, though it is a tool to do integrations, not an actual integration. There may be other integrations we discover as Consultants begin working with us on implementation details.