5.1.6.11 (D) Ability to print natively to Portable Document Format (PDF). 5.1.6.12 (D) Automatic recording and reporting of the ongoing costs of Request Fulfillment, such as by department, by location, against particular cost centers GENERAL SUPPORT The following requirements are related how the vendor provides support to the ITSM solution. Please respond in the table below. ID# Requirement Response Comments 5.1.7.1 Various levels of support available based on an agreed-upon service support plan. 5.1.7.2 The product is well-documented on vendor website and readily available. 5.1.7.3 Consulting and support expertise is available within the required geography (presence in U.S.) and time zone of regular business hours (M-F, 8-pm PT) 5.1.7.4 Vendor provide various levels of training venues such as in-person, webinar, online self-paced training, etc. 5.1.7.5 The vendor offers various levels of training based on the roles (e.g., expert user, tool administrator, casual user) 5.1.7.7 Product provides native and integrated help functionality, i.e., require doesn’t internet to access. 5.1.7.8 (D) Vendor hosts user communities, blogs, etc., for open discussion and support IT INFRASTRUCTURE LIBRARY The following requirements are related the ITIL Framework. Please respond in the table below. ID# Requirement Response Comments 5.1.8.1 Out-Of-The-Box (OOTB) ITIL-based workflow and form templates readily available.
5.1.6.11 (D) Ability to print natively to Portable Document Format (PDF). 5.1.6.12 (D) Automatic recording and reporting of the ongoing costs of Request Fulfillment, such as by department, by location, against particular cost centers GENERAL SUPPORT The following requirements are related how the vendor provides support to the ITSM solution. Please respond in the table below. ID# Requirement Response Comments 5.1.7.1 Various levels of support available based on an agreed-upon service support plan. 5.1.7.2 The product is well-documented on vendor website and readily available. 5.1.7.3 Consulting and support expertise is available within the required geography (presence in U.S.) and time zone of regular business hours (M-F, 8-pm PT) 5.1.7.4 Vendor provide various levels of training venues such as in-person, webinar, online self-paced training, etc. 5.1.7.5 The vendor offers various levels of training based on the roles (e.g., expert user, tool administrator, casual user) 5.1.7.7 Product provides native and integrated help functionality, i.e., doesn’t require internet to access. 5.1.7.8 (D) Vendor hosts user communities, blogs, etc., for open discussion and support IT INFRASTRUCTURE LIBRARY The following requirements are related the ITIL Framework. Please respond in the table below. ID# Requirement Response Comments 5.1.8.1 Out-Of-The-Box (OOTB) ITIL-based workflow and form templates readily available.
PS16-0052F_ResponseWorkBreakdownForm_Revised_Add2.docx