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Request for Proposal - ServiceNow ITBM and ITOM ImplementationQuestions Submitted to SERSQuestion 1:Will legacy data need to migrate to ServiceNow?Answer:There is no legacy data related to the ITOM or ITBM modules that willneed to be migrated.Question 2:Are there set project target dates for each release? Any other timelimitations/considerations that we should consider in ourproposal?Answer:SERS operates on a July to June fiscal year. All work proposed in theRFP needs to be completed and deployed into production no later thanJune 30th. The two phases cannot run concurrently due to resourceconstraints.Question 3:Do you have an internal change management/communicationsteam or is that something your partner will completely own?Answer:SERS has specialists in the IT and Communications departments whowill manage the change management and communications of the project.Question 4:Do you have an outsourcing model that we need to consider orthird-party providers you are working with?Answer:No.Question 5:What release of the platform will development take place in?Answer:SERS is currently on the Madrid release.Question 6:How many instances will you have in your organization? (example:DEV, TEST, PROD)Answer:SERS has two instances - Development and Production.Question 7:Do you have internal resources trained on ServiceNow or will theybe before the project kicks off? If so, how many?Answer:There are two staff members trained in ServiceNow in terms ofdevelopment and administrative work. The entire IT staff is trained inutilizing the tool for managing their assigned tickets.Question 8:What type of projects is the group managing? Are they IT projectslike infrastructure or operations or more strategic in nature liketransforming the overall business?Answer:SERS primarily manages IT-related projects, including IT operations anddevelopment.

RFP/RFQ NAMEQuestions Submitted to SERSPage 2 of 19Question 9:What are the types of projects IT will be managed withinServiceNow? IT or Organization level?Answer:SERS primarily manages IT-related projects, including IT operations anddevelopment. The management of these types of projects will be thefocus of this effort.Question 10:How would you rate your overall PPM process maturity (thinkGartner scale 1-5) and what tools do you use today to manageyour portfolios and projects?Answer:SERS’ current PPM maturity is a 1. SERS uses a combination ofSharePoint, MS Project, Excel, and other Word templates to manageprojects.Question 11:What project success metrics do you currently track / wish totrack?Answer:SERS is in the process of identifying and incorporating critical successfactors into the project management methodology. While these are notcurrently in play, we anticipate tracking metrics related to taskscompleted on time, estimated resource hours versus actual, andremaining within budget. SERS will work with the vendor to incorporatethem into the project design once they have been solidified.Question 12:Do you relate risks and issues to projects?Answer:While not currently in place, SERS would like to begin using risk registersand issues logs for identifying and relating risks and issues to projects.Question 13:Are most of your projects waterfall? Agile? Hybrid?Answer:SERS uses the waterfall methodology to manage projects.Question 14:Are you managing financials in the system?a. Are you currently/planning on interfacing with financialsystems?Answer:SERS does not currently manage financials in ServiceNow, and we donot intend to interface with any financial systems as part of the project.Question 15:Are you tracking CapEx/OpEx labor costs?Answer:No.Question 16:What is your annual planning process?a. Who owns the budget? Does IT fund the projects, businessfunded, or mixed?b. How do you budget currently? Target based? 0 based withbenefit justification?

RFP/RFQ NAMEQuestions Submitted to SERSPage 3 of 19Answer:Each year SERS sits with selected staff from each department todetermine their needs for the next fiscal year. These projects are thenprioritized by the organization to determine what is budgeted for in thenext fiscal year. IT presents a budget each fiscal year to the Executiveteam that includes funding for all IT projects and any required funding forthe departmental projects. SERS uses zero based budgeting whencoming up with the annual budget.Question 17:Will all tracked time be focused on project work or will it alsoinclude other tasks in ServiceNow?Answer:SERS wants to track time on Incidents, Changes, Tasks, and Requestsin addition to anything related to project work. SERS will have variousoverhead categories that it will need to track time against, as well.Question 18:Will time management need to integrate with any other 3rd partytime management solutions?Answer:No.Question 19:How are resources currently allocated? Can you explain theprocess and planning?Answer:SERS does not utilize dedicated, full-time project teams, so resourcesmust be balanced with day-to-day and project work. Resources areallocated based on skills required for the project, as well as availabilityand workload during the anticipated timeline. Typically, resources areestimated to have 10 hours/week to work on projects.Question 20:Will discovery of cloud servers be in scope (AWS/Azure)? If so,what providers and to what extent?Answer:SERS currently has Active Directory and Exchange in an Azure cloud.SERS would like these assets to be part of the discovery process.Question 21:Will infrastructure components be part of the discovery process(routers, switches, wireless APs)? If so, what vendors?Answer:SERS wants to discover all components that make up the networkinfrastructure in the data center. This includes routers, switches, servers,firewalls, etc. These include various vendors, including but not limited to,HP, VMware, Qualys, Palo Alto, cisco, CommVault.Question 22:What vendors should be expected for the following components:1.2.3.4.5.Answer:Servers (and OSs)StorageVMsDatabasesWeb Servers

RFP/RFQ NAMEQuestions Submitted to SERS1.2.3.4.5.Page 4 of 19HP hosts running VMware with Microsoft Server OS.HP SAN and CommvaultVMwareMicrosoft SQL Server databasesIIS webserversQuestion 23:What system would we be collecting Event Management data fromin ServiceNow?Answer:SERS uses Fortisiem as the central point for collecting all log informationfrom SERS systems.Question 24:How many sites (data centers) will be in scope for Discovery?Answer:SERS has one main data center that is part of the scope of Discovery.Question 25:Is Thycotic Secret Server used for all network and servercomponents? Is it currently integrated with ServiceNow?Answer:SERS uses Thycotic Secret Server to manage any administrator levelauthentication to systems. If the discovery tool requires anadministrative level account to interface with SERS systems, thataccount will be stored and managed by Thycotic Secret Server.ServiceNow does not currently have a direct integration with ThycoticSecret Server.Question 26:What event management systems will you be integrating withServiceNow?Answer:SERS uses Fortisiem as the central point for collecting all log informationfrom SERS’ systems.Question 27:Are you planning any automated responses for Events in thisphase?Answer:SERS would like to develop a handful of base level alerts, as well as betrained on how to create new alerts so SERS staff can create them in thefuture.Question 28:What are your plans for orchestration in this phase? Passwordreset? Other automation? Can you please give some details tothat scope of expectation?Answer:SERS is not purchasing the orchestration part of ITOM at this time, so noorchestration is expected.Question 29:Are there security considerations we need to be aware of forDiscovery probes or Service Mapping patterns?Answer:SERS has a network segmented off by various VLANS. SERS usesThycotic Secret Server to manage all administrative accounts.

RFP/RFQ NAMEQuestions Submitted to SERSPage 5 of 19Question 30:Is there a centralized IT Service Management group that will beresponsible for the ServiceNow tool? Please provide a structure /descriptionAnswer:There is a Service Management team that consists of a supervisor andtwo team members. There is one resource dedicated to owning theServiceNow platform and maintaining the system. One of the membersof the Service Management team has about 20% of their time to spendon ServiceNow.Question 31:Do you have a single process owner for each Project, Portfolio,Resource Management and CMDB processes? Or is ownershipdistributed across business units?Answer:SERS has a single process owner for each project. SERS would likeCMDB ownership of the CMDB to reside at the architect level so thatthey maintain the various CIs in the system.Question 32:Are the Project, Portfolio, Resource Management and CMDBprocesses documented? Is there a need to re-engineer theprocess(es) and components? Are there procedures and trainingmaterials documented?Answer:SERS is in the process of revamping its project managementmethodology and processes. While documentation exists, it is notnecessarily up to date. We hope to have this documentation ready by thestart of the project.Question 33:Are there identified champions or super users identified acrossthe enterprise?Answer:Yes. The project team members and stakeholders have already beenidentified.Question 34:What will be the source for all reference data (Users, Groups,Locations etc.)? and is there a requirement to pull reference datareal time from external systems, or will periodic batch uploads besufficient?Answer:For project related information, SERS would prefer that users, groups,etc. be pulled from Active Directory. This can be done on a daily basis ata minimum.Question 35:What SDLC tool(s) does SERS use? Please describe. Will we beable to use ServiceNow SDLC to document and track theServiceNow implementation (recommended)?Answer:SERS uses a combination of SharePoint, MS Project, Excel, and otherWord templates to manage projects. SERS is comfortable using theirown tools or the tools of a partner, if preferred.Question 36:How many CI Classes are tracked today? Please provide a high

RFP/RFQ NAMEQuestions Submitted to SERSPage 6 of 19level list and rough counts by classAnswer:SERS does not currently track and store any CI information.Question 37:Is there a centralized configuration management team or is theresponsibilities decentralized to workgroups?Answer:SERS does not have a centralized configuration management team.SERS would prefer a selected partner recommend effective ways tomanage and maintain the created CMDB going forward.Question 38:Are Cloud assets, BYOD devices and virtual components trackedtoday? In scope for this project?Answer:SERS currently has Active Directory and Exchange in an Azure cloud,and we would like these assets to be part of the discovery process.SERS also has company-owned iPads that we would like to be included.Question 39:How are CMDB Relationships captured and maintained today?Answer:SERS does not currently have a CMDB. Part of the deliverables istraining SERS on how to perform these activities.Question 40:Which infrastructure vendor technologies exist today for server,network, storage? E.g HP, EMC, Cisco, etcAnswer:Please see the answer to Question 22.Question 41:Is data certification/audit capability required?Answer:No.Question 42:Will SERS provide QA & UAT resources for this project?Answer:Yes.Question 43:Do you require the vendor to create test cases/scripts for QA andUAT and managing UAT?Answer:SERS requires the vendor to create test cases for QA and UAT as part ofthe documentation. QA and UAT can be managed jointly by SERS andthe vendor.Question 44:Does SERS expect vendor to train all end users or conduct limitednumber of "train-the trainer" sessions on the new processes?Answer:SERS is looking to receive train-the-trainer sessions.Question 45:Is there a standing, established PMO function that will oversee thiswork that will prescribe specific Project Management practicesand/or provide the Project Manager role for this engagement?Answer:SERS has a Project Manager for these projects and can work with aselected partner on the project management practices to be used on the

RFP/RFQ NAMEQuestions Submitted to SERSPage 7 of 19project.Question 46:What are the current dashboards/metrics that SERS leadershiptracks?Answer:See the answer to question #11.Question 47:What trending thresholds and targets for ESM are currently inplace?Answer:SERS does not currently have these in place.Question 48:How often are the Dashboards viewed by executive leadership?Answer:SERS’ executive leadership has access to a dashboard that provides aview into ITSM related information. SERS does not currently have aproject related dashboard in place.Question 49:What version of ServiceNow is your current environment?Answer:SERS is on the Madrid release.Question 50:Are there any other groups or organizations currently using yourServiceNow instance?Answer:There are no outside groups or organizations that are currently using ourinstance. We have internal employees in other departments outside of ITthat access the system.Question 51:Have previous upgrades of ServiceNow been relatively easy withno issues?Answer:Yes.Question 52:Can you expand on the requirements for the integration withThycotic Secret Server?Answer:SERS uses Thycotic Secret Server to manage any administrator levelauthentication to systems. If the discovery tool requires anadministrative level account to interface with SERS’ systems, thataccount will be stored and managed by Thycotic Secret Server.Question 53:Can you expand on the requirements for the ‘Customization ofSERS’ overhead items for Timecard reporting’?Answer:SERS has some overhead items that they want to track time to using thetimecard module. Things such as time off, meetings, training, etc. Userswould need to be able to enter time to those items just like a task inServiceNow.Question 54:What is the current version of ServiceNow used at SERS?Answer:Madrid.

RFP/RFQ NAMEQuestions Submitted to SERSPage 8 of 19Question 55:What are the current state tools or systems in use today tosupport ITBM and ITOM?Answer:SERS does not have any aspects of ITBM and ITOM implemented yet tohave tools or systems in place.Question 56:Is there a dependency on upgrading ServiceNow to a specificversion to support this project?Answer:SERS is unaware of any specific requirements to upgrade ServiceNow toimplement any aspects of this project. Unless a vendor recommendsotherwise, no upgrade is planned.Question 57:Are there any desired or required integrations needed to supportthe requirements of ITBM?Answer:SERS is not aware of any specific integrations needed to support ITBM.Question 58:Do you currently have a set of standardized project templates thatyou use to start most projects? If so, what file format are thosetemplates in?Answer:Yes, they are in Word format.Question 59:Are there established KPIs for measuring and managing projectsand resource utilization?Answer:SERS does not currently measure KPIs for projects; however, in an effortto strengthen the project management methodology, we are planning toidentify and implement KPIs in the near future, so these may becomerequirements for the project.Question 60:Do projects, time cards or other historical data need to bemigrated to ServiceNow?Answer:SERS is currently tracking time in MS Project. At this point, SERS doesnot see importing that time into ServiceNow.Question 61:Are there any specific expectations with respect to the use of ITBMor time cards by end users or workers via Mobile Devices?Answer:SERS doesn’t anticipate having users access the ITBM module via atraditional mobile device.Question 62:Does SERS expect to be tracking billable rates for resourcesassigned to project tasks?Answer:No.Question 63:Does SERS expect to be using skills-based task assignments forResource Management?Answer:SERS does not anticipate using this at this time.

RFP/RFQ NAMEQuestions Submitted to SERSPage 9 of 19Question 64:To what degree, if any, does SERS expect to leverage Agile and/orTest Management?Answer:SERS does not plan on using either of those two. The main focus is onthe PPM component.Question 65:Is SERS licensed for the Agile Development 2.0 plugin?Answer:No.Question 66:Will SERS be licensing the Service Mapping feature for ITOM?Answer:Not at this time.Question 67:Are there supplementary discovery or infrastructure managementtools that could be integrated into ServiceNow to aid in buildingCMDB relationships (Ex/ Microsoft SCCM, etc)?Answer:SERS has Fortisiem, Qualys, and Crowdstrike that can all potentially aidand supplement the ServiceNow discovery tool, if needed.Question 68:Approximately how many applications would be mapped toinfrastructure components?Answer:SERS has approximately 35 business applications that could bemapped. Preferably, the selected vendor would train the appropriatestaff on how to map a few critical business applications, and then SERSwill use that knowledge to map the remainder.Question 69:Have ITSM applications been configured to remove CMDB fieldsand out of the box relationships?Answer:SERS has removed the CMDB fields from the forms but has notintentionally broken any of the relationships.Question 70:Is discovery isolated to one data center or would there bemultiple?Answer:SERS has one data center.Question 71:Is there a preferred project methodology to use for this project?For example: Agile, Waterfall, Hybrid?Answer:SERS primarily uses the waterfall method when managing projects.Question 72:Are the ITBM and ITOM phases expected to be sequential, or isthere a desire for them to run in parallel? If sequential, is there adesire to have a gap in between phases?Answer:SERS expects the phases to be sequential based on internal resourceavailability. Phases can be run back to back or with a gap in betweendepending on the availability of vendor resources to conduct the work.

RFP/RFQ NAMEQuestions Submitted to SERSPage 10 of 19Question 73:Are there any target end dates or durations for the phases?Answer:SERS operates on a July to June fiscal year. All work proposed in theRFP needs to be completed and deployed into production by no laterthan June 30, 2020.Question 74:How is technology training typically conducted? Is it typicallyclassroom, via CBT or some combination?Answer:SERS typically uses classroom training. SERS anticipates a vendorconducting train the trainer education.Question 75:Does SERS have an assigned training department that would likelyperform the end user training for the ITBM and ITOM rollout?Answer:Yes.Question 76:What are the expectations from SERS regarding onsite time duringimplementation?Answer:SERS recognizes the flexibility that remote work provides. If the vendorhas a well-crafted communications plan and thoroughly documentedapproach to getting work completed, location should not be an issue.Question 77:What are the technical documentation requirements for thisproject?Answer:SERS expects the vendor to provide complete and thoroughdocumentation for all work done as part of the RFP.Question 78:Does SERS support offshore work arrangements, where offshoreworkers are employees of the system integrator? Offshorelocation of interest is India.Answer:SERS prefers not to use offshore workers for this particular project.Question 79:ITBM - Is SERS legacy data migration to ServiceNow in the Scopeof this RFP?If yes, for the below set of assumed data migration element needs,what are the tools, data formats, storage locations, and volumesfor each? Also if other data needs are to be considered, pleaseadd those to the list as well. Answer:Active Project Data, Custom Fields, and AttributesApplication Management DataResource Management DataFinancial Management DataCritical ReportingSERS does not believe that data migration will be a part of this particulareffort. If needed, Project data is stored in SharePoint and MicrosoftProject.

RFP/RFQ NAMEQuestions Submitted to SERSPage 11 of 19Question 80:ITBM - Within the Scope of the RFP, does SERS want the vendor toprovide both Process Re-Engineering & Organization ChangeManagement Consulting?Answer:SERS recognizes that certain processes will need to change based onthe new module. SERS expects the selected vendor to provide coachingand guidance on how to adapt to the new way of doing work.Question 81:Will SERS provide training of their staff around the changesassociated with this RFP to the organization?Answer:SERS will use knowledge gained via train the trainer sessions from thevendor to train the rest of SERS’ staff.Question 82:ITBM - What is the total number of Reports that need to beconfigured?Answer:It is unknown at this time how many reports SERS will need. SERSwould expect the vendor to help define the number of reports neededbased on requirements.Question 83:ITBM – Custom Reportsa. What is the total number are Custom Built Reports?b. Has SERS business stakeholder provided specificjustification/purpose for the Custom Reports? If yes, pleaseprovide for each Report.Answer:See the answer to question #82.Question 84:ITBM - Please provide the details on all of the field attributes anddata elements that need to consider as part of Timecard Reporting.Answer:It is unknown at this time how many field attributes and data elementsSERS will need. SERS would expect the vendor to help define what isneeded based on requirements.Question 85:ITBM – MS Project Reportinga. What are the reports in Microsoft (MS)Project Reporting?b. For the scope of this RFP, does SERS want integration ofMS Project Reporting (Office 365) and ServiceNow?Answer:Monthly work hour totals and year-end work hour totals. There is not aneed to integrate MS Project and ServiceNow.Question 86:ITOM - Does SERS require implementation of Data Certification tovalidate information in ServiceNow?Answer:No.Question 87:ITOM - Is there any upstream applications/tools from whereConfiguration Items (CMDB element) will be sourced into

RFP/RFQ NAMEQuestions Submitted to SERSPage 12 of 19ServiceNow?Answer:See the answer to Question 67.Question 88:ITOM - Would Discovery be the only Data Source or any additionalset(s)? Please explain specifically the data source(s)?Answer:SERS believes that Discovery will be able to be the data source. SERSdoes have other tools (See the answer to Question 67) if they areneeded to complete the CMDB.Question 89:ITOM - In case of any existence of upstreams Application(s), kindlymention each Application(s) considered and the mode ofintegration expected (Mid-Server, REST, or SOAP WebserviceCalls, etc.) for each.Answer:SERS does not anticipate any additional integrations. If integrations areneeded, they would be mostly accomplished through API calls. Thepotential services would be Fortisiem, Qualys, and Crowdstrike.Question 90:ITOM - What are all of the ITSM Applications currently beingutilized by SERS?Answer:SERS uses Incident, Problem, Change, and a custom Request module.The Request module is a clone of Incident.Question 91:ITOM - Define the CMDB CI Data Governance carried out at yourend, such as do you have Configuration Managers / CI SupportGroups for CI Data Sanity Checks and/or Maintenance on a Day-toDay basis.Answer:SERS does not currently have any of this in place.Question 92:ITOM – ITSM and CMDB Integrationa. In the RFP response, is the vendor to consider ServiceNowITSM modules to be bridged to ServiceNow CMDB or are isthe need to integrate with 3rd party ITSM Application?b. What will be the mode of integration expected (Midserver/REST, or SOAP Webservice Calls, etc.)?Answer:a. Yes, SERS would like the ITSM modules of ServiceNowintegrated with the CMDB.b. SERS would like the vendor to recommend a method for utilizingthe CMDB in ServiceNow.Question 93:ITOM - Would there be process harmonization required for CMDB?Answer:SERS has no CMDB processes in place currently; there is more of aneed for standardization than harmonization.Question 94:ITOM - Would SERS be interested in utilizing the OOTB (COTS)

RFP/RFQ NAMEQuestions Submitted to SERSPage 13 of 19Configuration Item lifecycle?Answer:Yes.Question 95:ITOM - What is the volume of Add / Modify / Change ofConfiguration Items (CMDB elements) that is expected on amonthly basis? What is your volume currently?Answer:SERS may add around five items per month. There are not a lot ofchanges outside of major projects or upgrade efforts. There is no dataon current monthly volume.Question 96:ITOM - What is the current Event Management Tool used bySERS?Answer:Fortisiem is the current event management tool.Question 97:ITOM - What are the event triggers that need to be recorded inServiceNow?Answer:SERS anticipates working with the vendor to determine the best eventtriggers to configure based on requirements gathered and best practices.Question 98:ITOM - Does SERS currently have a well-defined, configurated.,and documented Event Management Process?a. If YES, can SERS provide/post a copy?b. If NO, how is Event Management being done currently atSERS?Answer:SERS does not currently have a formal process in place. Events areidentified in Fortisiem through pre-configured email alerts. Those areacted upon based on the alert.Question 99:Will SERS consider vendors who do not meet the RFP statedcounts around: 3 references for ITBM and 10 deployments asminimum qualifying criterion?Some vendors will have large implementations of SNOW andvarious configuration, but may not align to the qualifying criterion,hence the question.Answer:SERS will select the most qualified vendor. SERS will consider vendorswho do not meet the referenced counts; however, an inability to meetthese requirements will likely be reflected in the vendor’s overall score.Question 100: What build of ServiceNow is currently used in production?Answer:Madrid.Question 101: Is the sub-production instance stack based on a recent clone ofproduction?Answer:The clone is from April 1, 2019.

RFP/RFQ NAMEQuestions Submitted to SERSPage 14 of 19Question 102: What are the current instance upgrade plans? Date?Answer:The current instance is set to be upgraded to the Orlando release in theSpring of 2020. No other upgrades are planned unless necessary toimplement the functionality of one of the new modules.Question 103: Any planned SERS ServiceNow expansion or development notmentioned in the RFP document?Answer:SERS plans on creating a Self Service portal, Service Catalog, andKnowledge Base as well this fiscal year.Question 104: Will a Thycotic Secret Server SME be available throughout theproject?Answer:Yes.Question 105: Will SERS ensure and facilitate Thycotic support providing thevendor with an API JAR file for integration?Answer:Yes.Question 106: Are any virtual assets managed outside of Azure?Answer:No.Question 107: Please give a description of the 2-3 most common device types forphysical servers, network appliances, SAN storage.Answer:SERS uses HP EIX host servers with HP SAN storage. SERS has Cisconetwork appliances and Palo Alto firewalls. SERS uses and HP EVA forBackup storage with CommVault software.Question 108: Approximately how many devices are in discovery scope?Answer:650, including user desktops.Question 109: Please give a description of the most common applications inCMDB scope.Answer:Exchange, ImageNow, SMART (custom .NET application), MS Office,Dynamics Great Plains, and SharePoint.Question 110: How many applications are in CMDB scope?Answer:See the answer to Question 68.Question 111: Is service definition and CMDB relationship a requirement for thisdeployment?Answer:Yes.Question 112: Any deadlines envisioned for completion of the project?

RFP/RFQ NAMEQuestions Submitted to SERSPage 15 of 19(Examples: start of fall semester, before winter break, beforelicense expiration of other software)Answer:SERS operates on a July to June fiscal year. All work proposed in theRFP needs to be completed and deployed into production by no laterthan June 30, 2020.Question 113: Will each of the phases be awarded simultaneously, in licensingand/or implementation to the selected vendor(s)?Answer:Due to resource constraints, the phases cannot run concurrently. SERSplans to purchase the PPM module first and implement that phase beforepurchasing the ITOM module and implementing that phase.Question 114: What are the top 3 business outcomes and decisions will PPMsupport?Answer:a. Manage resource capacity and solve resource constraints.b. Create annual project portfolio and budget.c. Provide centralized reporting of project status and deliverables.Question 115: How will you measure success of the implementation, in terms ofbusiness outcomes?Answer:Success will be measured on the ability to design and implement asolution that meets the project requirements. For phase one, success willmean SERS is able to run and manage projects within the PPM moduleand that IT employees can track and enter time to project tasks and otherServiceNow objects (incidents, changes, etc.). Additionaly, SERSemployees will be educated and trained on how to use and maintain thenew tools. For phase two, success will mean that all of SERS computingassets are discovered and integrated into the current processes inServiceNow. Events will be collected and tickets will be properly createdbased on those events. Additionaly, SERS employees will be educatedand trained on how to use and maintain the new tools.Question 116: Are there any timelines that you are trying to meet?Answer:SERS operates on a July to June fiscal year. All work proposed in theRFP needs to be completed and deployed into production by no laterthan June 30, 2020.Question 117: Do you have an existing demand management / work intakeprocess? If yes, briefly describe the process and include anydocuments available.Answer:SERS does not currently follow a formal demand management process.This is something we are interested in developing and implementing aspart of this project.

RFP/RFQ NAMEQuestions Submitted to SERSPage 16

on ServiceNow. Question 31: Do you have a single process owner for each Project, Portfolio, Resource Management and CMDB processes? Or is ownership distributed across business units? Answer: SERS has a single process owner for each project. SERS would like CMDB ownership of the