SOURCES SOUGHT
D -- Automate an Enterprise Services Catalog
- Notice Date
- 5/5/2009
- Notice Type
- Sources Sought
- NAICS
- 443120
— Computer and Software Stores
- Contracting Office
- Department of Energy, Pacific Northwest National Laboratory - Battelle (DOE Contractor), PNNL Contracts, PO Box 999, Richland, Washington, 99352
- ZIP Code
- 99352
- Solicitation Number
- ch3388
- Archive Date
- 6/4/2009
- Point of Contact
- Donna M Hutzelman,, Phone: 5093752214
- E-Mail Address
-
donna.hutzelman@pnl.gov
- Small Business Set-Aside
- N/A
- Description
- Sources Sought PNNL is looking for a low maintenance solution to easily automate an Enterprise Services Catalog in order to provide a centralized front-end to a well-defined set of services with clear service levels, pricing and support services requests. Description Utilizing the Wikipedia definition a service catalog (or catalogue), as defined in ITIL Service Delivery, is a list of services that an organization provides, often to its employees or customers. Each service within the catalog typically includes: • A description of the service • Timeframes or service level agreement for fulfilling the service • Who is entitled to request/view the service • Costs (if any) • How to fulfill the service A User's Perspective A user goes to a website to search for a specific service, such as a requesting a new laptop, requesting a change in benefits, or adding a new employee to a department. The service catalog site groups services by category and allows for searching (especially when hundreds or thousands of services are available). The user selects a desired service and sees the description and details. The user enters any pertinent information (contact information, service-specific questions) and submits the request for service. The request requires approval, and goes through routing, service-level management, and other processes necessary to fulfill the request. The user may return to the site later to check on the status of a request, or to view overall metrics on how well the organization is performing the services it provides. Required Features • groups services by category • allows for searching (especially when hundreds or thousands of services are available) • select a desired service and sees the description and details • enters any pertinent information (contact information, service-specific questions) and submits the request for service Desired Features • approvals and routing - service-level management, and other processes necessary to fulfill the request • allows user to check on the status of a request • provides view of overall metrics on how well the organization is performing the services it provide Summary PNNL desires a solution which is clear to the user, easy to maintain, and simple to automate including automation via integration with our enterprise building blocks. The goal is to achieve an easy way to build, duplicate, maintain, and control services by leveraging tools, processes, and mechanisms that reduce the effort in the creation and maintenance of each service. The service catalog concept must be extended beyond typical IT services to include other services offered by each of the functional support areas. User Stories The following user stories provide insight into how an Enterprise Service Catalog would be implemented at PNNL. General 1. As an employee I would like to provide the necessary information to have a logon account for a server setup 2. As an employee I would like to set up a video meeting. 3. As an employee I would like to request access to data so that I don't have to chase down people in order to complete my reports. 4. As an employee I would like to have the temperature changed in my office. 5. As an employee I would like to order software. 6. As an employee I would like to see the status of services requested so that I can review all of my pending requests and see where they are in the process. Research Staff 7. As a research employee I would like to request equipment be calibrated each month to prevent my research from being interrupted. 8. As a research employee I would like to request access to a restricted lab. System Administrator 9. As a system administrator I would like to reorganize how services appear in the catalog. 10. As a system administrator I would like to upgrade the system. Managers 11. As a facilities manager I would like to arrange for construction of a new building. 12. As a manager I would like to have the office door re-keyed. (restricted visibility to this request) 13. As a facilities manager I would like to have trees removed or trimmed. Service Provider 14. As a service provider I would like to provide a new service via the catalog. 15. As a service provider I would like to integrate with existing role based access control system for my new service. 16. As a service provider I would like to integrate with existing routing and approval system for my new service. 17. As a service provider I would like to collect data from the requestor and pass it on via web service to my existing business system. 18. As a service provider I would like to limit access to particular services to prevent foreign nationals from requesting access for other foreign nationals. 19. As a service provider I would like to stop providing a service. 20. As a service provider I would like to modify how a service is provided. 21. As a service provider I would like to override the standard service workflow and route for additional approval. 22. As a service provider I would like to override the standard service workflow and reassign the work. Example Services Examples include but are not limited to the following types of services. These are not limited to just IT services, but rather include business office, facilities, communications and other business units. • Access Requests o Access Control Enterprise System o Badge Request o Classified Visit Request o Clearance Request o Data Access Request o Foreign National Visits and Assignment Request o Identity and Account Management • Business Services o Advance Travel Request o Cell Phone Request System o Request For Foreign Travel • Facility Services o Electronic Craft Turndown System o Facilities Electronic Service Request o Move Request System • Collaboration Services o Instant Messaging Account Request o Live Meeting Accounts o Streaming Video Services • IT Services o Configuration Management Board Request o Help Desk Service Request o Information Technology Review Board o Managed Hardware Program o Managed Software Program o Request for site/share o Risk Assessment Sensitivity Determination o Software Change Request o Web Site Hosting Request o Workstation Backup and Restore • Other Services o Chemical Request System o Duplicating Requests o Electronic Records and Information Capture Architecture o Radiological Control Technician Scheduling
- Web Link
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- Place of Performance
- Address: United States
- Record
- SN01809051-W 20090507/090505220724-04a23925002c6a37401e99ff4c8f3bde (fbodaily.com)
- Source
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