ITIL 4 Foundations Certification and ITIL 4 / ITSM Overview Training

The New York State Office of the State Comptroller (“OSC”) intends to procure Information Technology Infrastructure Library (“ITIL”) 4 Foundations Certification and ITIL 4 / Information Technology service management (“ITSM”) overview training pursuant to its discretionary purchasing authority under State Finance Law § 163(6). This procurement opportunity is limited to businesses certified pursuant to Article 15-A of the New York State Executive Law, and businesses certified pursuant to Article 3 of the Veterans’ Services Law.

BACKGROUND

OSC’s Division of the Chief Information Office (“CIO”) manages the technical infrastructure of OSC and develops the applications necessary to meet the business needs of OSC and its customers. CIO employees regularly work with other OSC divisions and executive staff to develop a uniform approach to identify and fulfill requirements and to plan for the implementation of new technology that improves OSC’s ability to provide services to its customers. CIO also provides daily user support for questions and technical solutions.

CIO is seeking proposals from qualified vendors (“Proposers”) to provide:

• ITIL 4 Foundations Certification training for approximately 74 employees; and
• ITIL 4/ ITSM overview training for approximately 281 employees.

Due to the nature of CIO’s customer-based, vendor-based, and interdivisional-based service model, OSC requires these training courses to ensure a common language and methodology are being applied as the foundation of CIO’s work. OSC’s IT service management model is based on the ITIL methodology, and a knowledge gap has been identified among our IT and project management professionals. CIO employees are highly skilled in their work area, but having limited understanding of the ITIL methodology can impair or delay the implementation of new strategies and/or new technology. Establishing minimum level of understanding of the framework and methodology ensures that OSC’s IT Specialists and project managers will have a common language and science to rely on for effective communication and successful outcomes.

DESCRIPTION OF REQUIREMENTS

The vendor selected for contract award (the “Contractor”) will provide the following services:

A. Development of a Training Plan

The Contractor shall deliver a training plan to OSC within 15 days after execution of the agreement resulting from this procurement. The training plan must include an agenda for both courses and address the training details and logistics necessary for OSC and its staff to be prepared for the training. OSC will be available to answer the Contractor’s questions regarding specific training requirements and logistics. Upon receipt of the Contractor’s training plan, OSC will review the plan and either approve the plan or inform the Contractor of any errors or omissions. The Contractor shall make any necessary corrections or additions to the training plan and resubmit the plan for OSC’s approval within five business days of OSC’s initial notice. Training may not begin until OSC has approved the Contractor’s training plan.

The training plan must include:

• Training details and logistics that comply with the Contract Training requirements described below.
• The dates and times the training will be conducted. Training must be performed on weekdays during standard OSC business hours, between 9 a.m. and 4 p.m. ET. The Contractor must state the total number of hours required for each training course and may propose that the training occurs over the course of full days, half days, or other period.
• Information on how the Contractor will provide virtual training, if OSC elects to allow virtual training. Virtual training must be provided via Webex, Microsoft Teams, or other videoconferencing software acceptable to OSC.
• The names and contact information for each instructor assigned to provide each training.
• A complete list of the manuals and other supplemental materials required for the training.

B. Contractor Trainings

The Contractor shall provide ITIL 4 Foundations Certification and ITIL 4 / ITSM overview training to OSC. Unless otherwise permitted by OSC, trainings must be provided in-person at OSC’s office located at 110 State Street, Albany, New York. At least one instructor assigned to each cohort must have the meet the minimum training and experience requirements described in the Minimum Qualifications section below.

The Contractor shall deliver Peoplesoft (on behalf of Axelos) approved ITIL 4 Foundations Certification training to an audience of OSC IT service management specialists, managers, and executives (approx. 74 employees).

The Contractor shall provide:

• A minimum of four cohorts with a maximum of 25 participants per cohort;
• Training manuals and supplemental materials for each participant; and
• Two ITIL 4 Foundations Certification exam vouchers per participant.

The training must comprehensively cover the following topics:

• Key concepts of ITIL service management;
• ITIL 4’s service value system model and its business relevance;
• A description and review of the ITIL guiding principles and how they can help organizations adopt and adapt ITIL service management;
• The four dimensions of ITIL service management;
• A description of the 34 ITIL 4 practices, with a focus on areas identified by OSC designees;
• The purpose and components of the ITIL service value system, the activities of the service value chain, and how they connect; and
• The key concepts of continuous process improvement.

The Contractor shall provide ITIL 4 / IT Service Management Overview training to an IT and project management generalist audience (approx. 281 employees); and

The Contractor shall provide:

• A minimum of 12 cohorts with a maximum of 25 participants per cohort; and
• Training manuals and supplemental materials for each participant.

Training must include the following topics:

• Introduction to service management and ITIL;
• Principles and concepts of Agile service management, including the Agile methodology;
• ITSM benefits;
• Business drivers for ITSM adoption;
• ITSM and business value link;
• Overview of the structure and components of ITIL 4, including the four dimensions, service value system, and complementary practices;
• Customer focus and customer thinking;
• Process and service ownership;
• Process automation and integration considerations; and
• Continuous improvement.

OSC RESPONSIBILITIES

OSC will provide the Contractor with the following materials and support for in-person training:

• A classroom learning environment.
• Access to OSC’s wireless internet.
• Required audio-visual and presentation electronics.
• Clear directions to all classroom facilities.

OSC will provide the Contractor with a guaranteed participant count no later than 10 business days prior to the start of each cohort, along with the participants’ names, titles, and email addresses.

ADDITIONAL CONSIDERATIONS

Unless otherwise permitted by OSC, training must be provided in-person at OSC’s office located at 110 State Street, Albany New York. Proposers submitting a response to this solicitation must be prepared to provide in-person training.

The Proposer's Cost Proposal, located in Attachment A (Response Form), must be inclusive of all costs necessary to provide the services, other than travel costs. Cost Proposals must be inclusive of training plan development, instructor fees, overhead, equipment, tools, software, all course-related printing, shipping, and handling expenses for course-related materials, and all other costs necessary to provide the services. The selected Proposer must provide its own equipment, software, internet connection, and any other tools necessary to conduct virtual training, if OSC elects to receive virtual training.

MINIMUM QUALIFICATIONS

Proposers must meet the following minimum qualifications to be considered for contract award:

1. The Proposer must be accredited by PeopleSoft (on behalf of Axelos) to deliver ITIL 4 Foundations Certification training and be equipped to deliver ITIL 4 Foundations Certification training consistent with the delivery requirements for this course. Proposers should include proof of their Axelos/PeopleCert accreditation with its response.

1. At least one instructor assigned to each cohort must have the following qualifications:

• At least three years’ experience providing ITIL and ITSM training to government and public sector entities.
• Has provided at least three trainings on the ITIL methodology.
• Be Peoplesoft certified to facilitate ITIL 4 Foundations Certification training.

SUBMISSION REQUIREMENTS

Vendors responding to this solicitation should submit the following:

• Attachment A (Response Form); and
• Resumes or professional summaries for proposed instructors.

Interested vendors must submit their response to RFP@osc.ny.gov (preferred) or via hard copy mail to:

Director of Finance
Response for C001176
Office of the State Comptroller
110 State Street, Stop 13-2
Albany, NY 12236-0001

All documents related to this procurement are available on the OSC website at: https://www.osc.state.ny.us/procurement .

All documents must be received by OSC no later than the deadline contained in this advertisement.

During the qualification process, the Proposer and its instructors may be interviewed in-person or via video conference. Telephone interviews will not be permitted.

Proposers must be willing to enter into an agreement with terms materially the same as those of the Draft Contract posted to the OSC website should they be selected for contract award.

NOTE: Procurement documents may, from time to time, be amended or addenda issued. It is the Proposer’s responsibility to become aware of any such amendments and/or addenda prior to submission of a response. All amendments and/or addenda to procurements will be posted to the OSC website at https://www.osc.state.ny.us/procurement .

Proposers should review the OSC website prior to submission of a response to ensure that they have all information required to submit a complete response.

This procurement is subject to, and will be conducted in accordance with, the OSC Executive Order on Procurement Integrity and OSC’s Procurement Integrity Procedures, both of which are available in full on the OSC website noted above, or upon email request. All inquiries concerning this procurement must be addressed to the Director of Finance, via email (preferred) to RFP@osc.ny.gov or via hard copy mail to:

Director of Finance
Questions for Contract #C001176
Office of the State Comptroller
110 State Street, Stop 13-2
Albany, NY 12236-0001

Questions regarding this procurement opportunity must be received by OSC at 4:00 p.m. ET on 10/03/24. The comprehensive list of questions and responses will be posted to the OSC website on or about 10/18/24. This listing will not include the identities of the vendors submitting the questions; those vendors will remain anonymous to the extent allowed by law.