RFQ GUIDELINES SAWS requests that all pricing furnished include delivery/freight (i.e., F.O.B. Destination). Each item listed shall be awarded to the bidder providing the overall lowest qualified bid, base year and extensions considered, if applicable. SAWS reserves the right to award this RFQ to one source. Terms and conditions of this RFQ and resultant contract shall be in accordance with DIR, DIR Participation is Required. If not submitting a DIR quote, Terms and Conditions of this RFQ and resultant Purchase Order will be in accordance with the Terms and Conditions document contained on the "Attachments Tab". Electronic quotes can not be accepted after the specified date/ time. Quotes received late will not be considered in the evaluation. SCOPE: The San Antonio Water System is soliciting quotes for Ivanti hosted (cloud) Ivanti Neurons (45) subscription/licenses, Ivanti Learning Subscription Package, Professional Migration Services for Cherwell to Ivanti Neurons ITSM. Details for Scope of Work for Professional Migration Services for Cherwell to Ivanti Neurons ITSM: SAWS is looking for a near like for like migration of existing reports, dashboards, open incidents, service requests, problems, change requests, and existing CMDB assets that are in use in production today. This will be a collaborative effort where vendor and SAWS resources will perform specific configuration items. Vendor will perform the technical setup, core configuration work, review and provide updates of progress, and provide support for production and test environments, go-live support, and mentoring and support for various configuration items. Platform Transition: Plan and execute the migration from the on-premise Cherwell ITSM platform to the Ivanti Neurons ITSM. Coordinate with relevant stakeholders to ensure a seamless transition with minimal disruption to business operations. Data Migration: Transfer existing data, configurations, and workflows from Cherwell to Ivanti Neurons while maintaining data integrity and consistency. (Including all Configuration Items/Assets, open non-resolved Incidents, problems, service requests, and all Change Management tickets. Develop migration scripts and procedures to facilitate the efficient transfer of data between platforms. Infrastructure Transition: Transition from on-premise Cherwell infrastructure to Ivanti Neurons cloud environment, ensuring compatibility and integration with existing network architecture and security protocols. User Access and Permissions: Define user access roles and permissions in Ivanti Neurons based on existing Cherwell configurations. Implement appropriate access controls to safeguard sensitive information and ensure regulatory compliance. Integration with Other Systems: Assess and establish integration points between Ivanti Neurons and other systems within the company's IT ecosystem including, Email, AD / LDAP, SAML, and Ivanti End Point Manager. Coordinate with stakeholders to ensure seamless data flow and interoperability between systems. Change Management and Communication: Develop a change management plan to communicate migration timelines, impacts, and benefits to all stakeholders. Provide ongoing communication and support to users throughout the migration process to minimize disruption. Backup and Disaster Recovery: Implement backup and disaster recovery procedures for Ivanti Neurons data and configurations. Ensure resilience and availability of ITSM services in the event of unforeseen incidents or outages. Performance Monitoring and Optimization: Establish monitoring tools and metrics to track the performance and usage of Ivanti Neurons. Continuously optimize system performance and resource utilization to meet evolving business needs. Initial configuration and setup, followed by support and mentoring to SAWS needs of out-of-box applications including Incidents, Problems, Service Requests, Change Requests, Dashboards, Reports, CMDB/Configuration Items/Assets. Initial configuration and setup, followed by support and mentoring for custom forms, Incidents, Service Requests, and Change Management Workflows. Initial configuration and setup, followed by support and mentoring for customer portal. Initial configuration and setup, followed by support and mentoring for SLA’s for Incidents, Problems, and Service Requests. Initial configuration and setup, followed by support and mentoring for any automated processes or job scheduling (such as repots). Initial configuration and setup, followed by support and mentoring for customer surveys. Accelerated Support: Provide 24/7 emergency support services for immediate assistance in case of critical issues or disruptions following the implementation of Ivanti Neurons. Ensure rapid response times and resolution of emergency incidents to minimize downtime and maintain business continuity. Additional Considerations: Ensure data security and compliance during and after migration, adhering to relevant regulatory requirements and industry standards. Define integration points with other systems and applications used within the organization to facilitate seamless data exchange. Develop a comprehensive change management plan to address user training, communication, and adoption of the new ITSM platform. Establish backup and disaster recovery procedures to mitigate risks and ensure business continuity. Implement monitoring and optimization strategies to maintain optimal performance and reliability of the Ivanti Neurons platform. We highly recommend online submission. This expedites the process and reduces errors for both buyer and supplier. For technical assistance, please contact Ion Wave's Customer Success Team: 1-866-277-2645 x 4 or email [email protected]. To report suspected ethics violations impacting the San Antonio Water System, please call 1-800-687-1918.

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