I would agree with Bob. I would shy away from bogging it down in deep process information as most of the tools handle the basics pretty well.  Focus on what is a game changer or show stopper for your area.  As an example, are you going to be able to get everyone headed a common direction on a single tool, or will the ability to integrate with key groups and their tools going to be important.  

 Keep in mind that licensing (or subscriptions in many situations) are different across platforms as well as within functionality of the same platform.  One module might be based on head count and another might be based on device or IP address and yet another might be based on number of vendors.  If nothing else, be reallly clear about what your organization can realistically accomplish (and needs to accomplish) within the next 3-5 years.  This will help you hone in on the class of tool you need and often clarifies if you are looking for a strong "ticket system" or more of a full spectrum system to manage business operations.


On Tue, Jul 31, 2018 at 8:29 AM Bob Gribben <[log in to unmask]> wrote:
Licensing...Is there a different price for part time student workers vs. full time? Congruent licensing?
Uptime? Payback model for when the system is down?
Professional Services added on? Get some for free.
Just a few that come to mind

Bob Gribben

On Tuesday, July 31, 2018, 7:49:27 AM EDT, Evans, Michael David <[log in to unmask]> wrote:

As our University looks to a new ITSM tool, is there anything that those of you who when through this RFP process would give as advice?


Business/technical requirements you would recommend including, and prioritizing, in an RFP?

Something that should be/have been included in the scope of work, expectations of support, etc…?


Thanks in advance,




Michael David Evans


Director of Computing Operations

University of Delaware

Lerner College of Business & Economics

034 Purnell Hall

Newark, DE 19716


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