IT Service Management

The WCB is inviting your firm to submit a Proposal for the following: IT Service Management (ITSM) platform, implementation and training services.Description of ServicesThe WCB requires the following:a.Solution Implementation, Ongoing Licensing and Maintenance Support:i.To procure an ITSM platform that meets all of the WCB's functional and non-functional requirements, and is compliant with the most current ITIL framework and will remain compliant throughout the term of the contract with WCB.ii.The vendor to perform a current state ITSM maturity assessment, determine target state and develop a detailed implementation roadmap including operating model, ITSM processes and enabling technology to achieve the desired maturity level within the engagement timelines. The proponent will lead the execution of the roadmap activities including measurement and reporting on maturity improvements quarterly.iii.The vendor to provide professional services for end- to-end system implementation of the ITSM platform including but not limited to design, configuration, training, rollout, technical support, and system maintenance of the selected ITSM tool.iv.The vendor to provide ongoing consulting services to guide and improve WCB's ITSM maturity and internal capabilities;v.The vendor to provide post-implementation support for the selected ITSM platform including ongoing knowledge transfer to WCB staff;b.Training:i.The vendor to provide comprehensive ITIL training including certification;ii.The vendor to provide comprehensive user and agent training for the selected ITSM platform; andc.Professional Services:i.Optional Other Services and Work (see examples in Appendix C).Each Proponent shall provide the following in its proposal:a.Overview of the proposed Services being offered, including three (3) recent and relevant examples of similar size and scope projects, where the proposed ITSM platforms were successfully implemented on time and on budget.b.A detailed description of the Proponent's proposed project plan, methodology and approach for the ITSM process development, design, configuration, training, andfull rollout of the Services. Such description shall include:i.a description of the proposed ITSM implementation approach including milestones, work packages (breakdown of the Deliverables), detailed proposed timelines in Gantt chart formatii.corresponding RACI chart, effort estimates for both the proponent and WCB team members, and the major risks and assumptions that may compromise its successiii.a description of the proposed contingency plan that identifies potential areas where issues may arise, the probability of those issues, the potential impact of those issues, and a mitigation and avoidance strategy for the identified potential issuesiv.A comprehensive go-live plan, including technical support and system maintenance support following go-live.c.Proponent's engagement team resumes and composition details, which should include at a minimum the roles of Client Engagement Lead, ITSM Architect, ITIL Trainer, and Project Managerd.A description of the proposed ITIL and end user training methodology, including the proposed services and tools that will be available to the WCB. The proponent should provide a description of different proposed training models, where the proponent would assume varying degrees of responsibility for training activities, understanding that the model may evolve over the course of the engagemente.a description of the proponent's approach to support WCB talent enablement and ITSM maturity improvements through comprehensive knowledge transfer throughout the engagement comprising of ITSM training, support documentation, and detailed handover plan. This should include details on key knowledge transfer activities, timelines, milestones, and specific techniques for measuring whether knowledge transfer has occurred and to what extent it has been successfulf.a description of proposed accelerators that can assist with ITSM implementation and user adoption as well as how these accelerators will facilitate the provision of the Deliverables.g.Completed Form 1 - Fees and Form 2 - ITSM Requirements.The consulting, functional and non-functional requirements for the ITSM platform are outlined in Form 2 - ITSM Requirements accompanying this RFP. Proponents are required to carefully read the instructions and respond to every requirement in each tab by filling in the Vendor Response column as indicated and providing additional information in the Vendor Description column.The WCB may contact Short-Listed Vendors to request virtual demonstrations of the solution(s) proposed, seek clarification on the information provided in the Vendor's Proposal, and conduct in-person interviews of resource personnel prior to awarding the ContractThe Services shall normally be performed during Business Hours. However, the WCB may request some of the Services to be performed outside Business Hours from time to time, as deemed necessary, in the unfettered discretion of the WCB. The Contractor shall not be entitled to charge overtime rates unless specified in the Fee Schedule.The WCB requires the Successful Vendor to deploy quality and seasoned resources to provide the Services. The WCB shall reserve the right to terminate the Agreement if the respective Vendor proposes or field inadequately qualified resources in providing the Services, or such other reasons in the opinion of the WCB, acting reasonably.The Contractor will not be required to have and maintain workers compensation coverage for its workers who will be providing the Services, unless required pursuant to The Workers Compensation Act.The Services shall be provided from the Contractor's facilities located in Canada and onsite at the WCB's facilities, as applicable, unless otherwise agreed in writing.The Contractor must be a single legal entity that, if selected, intends to enter into the contract with the WCB. If the proposal is being submitted jointly by two (2) or more separate entities, the proposal must identify only one (1) of those entities as the “proponent”. The proponent will be responsible for the performance of the Deliverables.It is expected the Services will be required for an initial period of four (4) years with a preferred start date of October 5, 2026. The WCB shall have anirrevocable option to further extend the Services on the same terms and conditions and fees for one (1) additional period of up to one (1) year.It is expected the Services will entail the Contractor fully performing discovery and delivering the ITSM solution implementation, configuration, and ITIL product training for IT agents and selected internal users within the first twelve (12) months of executing an Agreement. Additional ITIL and product training will continue throughout the term of the agreement.The SaaS licensing fees will commence upon contract execution and will continue throughout the entire duration of the agreement. The SaaS product licensing will be owned and maintained directly by the WCB.The Services will be structured with an Agreement that will require the parties to enter into Statements of Work (collectively the "SOWs").The full scope of work for the Optional Other Services cannot be determined by the parties at the time the Agreement is executed because it is anticipated the WCB's needs and priorities will evolve as different components of the Services are completed and further information is collected. The parties shall mutually agree upon the distinct scopes of work for the Services, including the total fees, deliverables, and completion dates for same, in writing, via the SOWs, prior to commencing work on such new components.