Experienced RfP Writer – Brussels, Belgium

Experienced RfP Writer

start date : 1/10/2017
Mission duration : Deliverable expected on end of March 2018

The IT department is one of the support services of our client, with the responsibility to build and manage:

  • A comprehensive suite of business information systems.
  • Underlying network computing systems, personal computing systems and support services.

Customer Services at our client
The IT department is divided into several services, which are then constituted of divisions. One division of service Customer Services (CS) is dedicated to the Service Management (CSSM).
This CSSM division includes

  • An IT desk: physical desk where employees can come to get the devices they order, the new passwords they need, or to explain issues they may have with IT services:
  • A Service Desk: responsible for dealing with incidents and requests coming from business users by phone, e-mail or through the Service Management Tool;
  • A team dedicated to Endpoint Support, responsible for orders, initial configuration and installation, and support of all the endpoint devices (desktops/laptops, phones, printers, etc.)
  • A team dedicated to Incident Management (follow-up, assignation, reporting, escalation);
  • A team dedicated to Problem and Change Management (follow-up, reporting, escalation);
  • The Head of Division and his backup.

The implemented processes follow ITIL2011 Best Practices and ServiceNow acts as the central Service Management Tool.
ServiceNow currently holds the following processes:

  • Incident management
  • Problem management
  • Change management
  • Knowledge management
  • Configuration management
  • Asset Management
  • Service Catalog

Outsourcing of services

In line with the strategy and with the objective of maximizing focus on core services and maximizing the efficiency and effectiveness of support services; the CSSM division plans to outsource the functions of IT desk, Service Desk and possibly (part of) Endpoint Support. This outsourcing should be done in a Managed Services mode and driven by performance.
Purpose and objectives of the outsourcing

  • Strategic focus: Off-loading of non-strategic (commodity) IT processes and services to enable focus on strategic processes and initiatives.
  • Service improvement: Improve efficiency and effectiveness of IT services leveraging the skills & capabilities of professional vendors.
  • Service flexibility: Use flexible sourcing models that will enable the IT department to effectively cope with rapid growth in its products, services and client base.
  • Cost reduction and cost transparency.
  • Remediation of current service issues and improvement of user satisfaction levels.
  • Global responsibility of the activities, with management against clear objectives and KPIs.

Scope of work

Organizational perspective
The GSSM division currently provides a wide range of technical services for end users on the site, remotely and over the phone. Following is a list of key roles and responsibilities:
Service Desk

  • First point of contact for IT related queries & IT related Support issues
  • Receive incident reports and service requests from Users via telephone, e-mail or ticket in the Service Management Tool (currently ServiceNow)
  • Record all required incident/service request details in ServiceNow
  • Link the incident/service request record to the User ID and configurations
  • First level support to attempt to resolve the incident, use remote control if necessary for incident resolution
  • Execute service requests that have passed the business assessment and approval procedures.
  • When the incident/service request required functional escalation, assign it to the appropriate 2nd or 3rd level of support.
  • Track the incident/service request until closure.
  • Perform functional and/or hierarchical escalation in case the incident resolution times are close or exceed the agreed service levels.
  • Selective quality checks on incidents & service requests closure,
  • Notify Users about major system/network outages. In most cases, the outage notification template is filled in by the incident management and emailed by the Service Desk staff to the appropriate distribution list,
  • Feed the knowledge base with input from experience, 2″*^ and S”‘ level support.

IT desk

  • Point of delivery for the end user (managed by service requests), regarding:

    • Passwords
    • Device provisioning / company-wide device roll outs
    • Device rentals
  • Provide information sessions upon first use of material,
  • Provide 1st level of support for end user devices.

Endpoint Support

  • Stock management & ordering.
  • Asset management:
    • Reception
    • Inventory
    • Removal
  • Preparation of new PCs (desktops/laptops) for deployment, including the unpacking, installation of the specific build (operating system + applications) prepared internally, as per the user requirements, setting of operating system, user profiles & PC BIOS parameters as per policies.
  • Testing of new builds.
  • Testing of new end user devices.
  • Onsite installation of locally attached peripherals such as printers.
  • Upgrade of PC hardware as required such as increase of memory or hard disk size.
  • Troubleshooting of hardware and software for PCs, peripherals and mobile devices.
  • Relocation of PCs & peripherals as required by users.
  • Follow-up of the mobile subscriptions.
  • Provide 2nd line support to the IT desk.

The way the winning vendor organizes to deliver the required services may differ from the current organization. The performance evaluation will be result-driven.
System perspective
From a systems perspective, the support responsibilities (currently) include the following device types:

  • Desktop computers
  • Laptop computers
  • iPhones and iPads
  • Printers
  • USB attached desktop devices
  • Other desktop peripherals like barcode readers, speakers, hard disks/USB sticks etc.
  • Desktop applications (MS Office, etc.) and utilities (Internet Explorer, Adobe Acrobat, etc.)
  • Structured cabling system – user side
  • Desktop management systems and tools
    • Incident
    • Problem
    • Service Requests
    • Configuration
    • Software distribution
    • Remote Control
    • Cloning and OS deployment

Process perspective
From a process perspective, the variety of support related responsibilities fall under the following processes:

  • Incident management
  • Service request management
  • Problem management
  • Change management
  • Configuration management
  • Service Level management

Service levels
Our client aims for SLA based provision of services. The list of SLA metrics, KPIs and terms of usage will be detailed in the outsourcing Request for Proposal and will cover the following aspects:

  • On-site presence coverage hours
  • User call registration
  • Answering response time and unattended calls
  • Ticket updates and communication to users
  • Processing of service requests
  • Change communication
  • Incident resolution time/rate
  • Service Level reporting
  • User satisfaction

Description of the mission

Main part
The main goal of the mission is to write the Request for Proposal (RfP), following the standards and templates, for the outsourcing of:

  • The Service Desk;
  • The IT Desk;
  • (part of) The Endpoint Support.

The exact scope of the outsourced services needs to be confirmed, some areas of the Endpoint support and Service Request management remaining uncertain. The supplier will provide its expertise to define an optimal but realistic scope of outsourcing as well as a possible split in different batches. The proposed planning and phasing will take the internal constraints into account.
The expected deliverable is the complete set of documents necessary to conduct a public tendering procedure following the standards of our client. It includes, among others:

  • Administrative provisions:

    • Selection criteria
  • Technical specifications
    • Description of the scope
    • Deliverables
    • Roles and responsibilities
    • Service Levels
    • Planning and phasing
    • Cost model (including bonus/malus model)
    • Tooling

The mission will be assumed as complete when the deliverable has been approved by the Head of the Customer Services – Service Management (CSSM) division, and by the Procurement department.

Your profile

  • Languages:

    • French / Dutch : active knowledge (understanding / speaking /writing technical documentation / reading) of one language and passive knowledge (understanding / reading) of the second one.
    • English (understanding / speaking / writing technical documentation / reading): active knowledge.
  • Communication skills (verbal and non-verbal)
  • Ability to process information
  • Min 2 years’ experience in Service Desk Outsourcing (operational of implementation)
  • Min 5 years’ experience in RfP writing
  • Knowledge of ITIL V3 processes, with focus to the Service Operation ones.
  • Knowledge of ServiceNow

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