ICT Service Management Solution for the Office of Investment Management, United Nations Joint St ...

Description of Requirements Purpose of this Request 1. The United Nations Joint Staff Pension Fund (“UNJSPF” or “the Fund”) was established by the General Assembly of the United Nations ("UN") to provide retirement, death, disability and related benefits for the staff of the UN and other international intergovernmental organizations admitted to membership in the Fund. 2. The Office of Investment Management (OIM) of UNJSPF is mostly an internally managed fund, with over US$ 65 billion under management as of 1 March 2018. 3. The Operations and Information Systems Section in OIM is responsible for ensuring the security of the Fund’s investments by enhancing business applications and information systems infrastructure, and supporting the front-to-back investment operation processes. There are currently 11 IT staff. 4. OIM adopts Information Technology Infrastructure Library (ITIL) framework to manage service strategy, design, transition, operation and continual improvement. The Service Management solution and implementation will support OIM by aligning IT services with business needs, improving service delivery and customer satisfaction, reducing cost and managing vendors, mitigating business risks and service disruption or failure, and supporting business change and growth. 5. The purpose of this Request for Information (RFI) is to provide OIM the latest knowledge of the market solutions on IT service management. It is an invitation-based RFI. Areas of Interest A. Service Asset and Configuration Management: including discovering, tracking and managing the service assets (infrastructure, applications, data, people, organization and IT knowledge) and managing a Configuration Management Database (CMDB). B. Service Desk Management: including multi-channel support and self-service support, setting up a comprehensive IT knowledge base, and integrating with CMDB and reporting tools. C. Change Management: including managing the life cycle of changes, providing the management tool for Change Advisory Board (CAB) and Emergency Change Advisory Board (ECAB) and compliance to the related ISO standards. D. Information Security Management: including providing the security analyst with visibility into the asset states and changes to CMDB, change records, reported incidents, and open problems; providing the ability to correlate and investigate operational issues with security incidents; providing security analyst with a service topology, allowing them to assess the business services and their criticality; providing visibility into the complete life cycle of a vulnerability or security incident; integrating with IOM’s security services (i.e. Nessus Professional Vulnerability scanning tool and ManageEngine/Splunk tool for Event Log Management). E. Project Management: including planning, tracking, monitoring, evaluating, reporting, team collaboration, resource allocation, documentation and dashboard to ensure project delivery; providing issue management and risk management; and integrating with change management, cost management and vendor management. F. Vendor and Contract Management: including planning and managing vendor contracts, vendor relationship and vendors, and providing the cost management. G. Service Orchestration: including automated IT and business processes for operations management for password reset, package updates and client software distribution. H. Service Catalog and Service Portfolio Management: including the creation, revision and publishing of service catalog; and the planning of service pipeline, tracking the service catalog and retiring services. I. Inventory and Asset Management: including managing the inventory of Infrastructure (i.e. Laptops, desktops, phones, mobile-phones, servers) and integrating with the CMDB. J. Service Level Management K. Incident Management and Problem Management L. User, Role, Access Management and Identity Governance M. Service Reporting and Key Performance Indicators (KPI) Metrics N. The infrastructure, availability, scalability, security, integration support, downtime and performance of the solution O. The workflow engine, user friendliness, reporting and Survey tools that the solution could provide