AFRICAN UNION UNION AFRICAINE UNIÃO AFRICANA P. O. Box 3243, Addis Ababa, ETHIOPIA Tel.: (251-11) 5517700 Fax: (251-11) 5517844 www.au.int Request for Quotations Consultancy for Provision of Training Service on: ITIL Foundation, ITIL Service Capability Operational Support & Analysis (OSA), ITIL Service Capability Release, Control & Validation (RCV), 25 th October 2018 Procurement number : AUC/AHRM/MIS/T/164 Page 1 of 7
The African Union Commission invites you to submit your quotation for providing Training services as described herein. Any resulting order shall be subject to the standard AU contract. Bidders are required to furnish the following: Registration Certificates and Business Licenses Proof of having performed similar services in the previous 3 years A firm will be selected under Quality and Cost Based Selection Method and procedures described in this EOI. Bid Submission modalities and submission deadline: This is a two envelope bidding. For manually submitted bids, bidders should ensure that the Technical and Financial proposals are enclosed in TWO separate envelopes sealed and both should be enclosed in one Outer envelope clearly indicating the title and Procurement number. For email submissions, please ensure that the technical and Financial proposals are attached as separate files. The subject of the email must clearly specify the title of the Consultancy. Proposals must be submitted no later than Tuesday, 13 th November 2018 at 15:00hrs. Address for Bid submission: The Chairperson of the Tender Board African Union Commission, Roosevelt Street, Building C, 3rd Floor, P.O. Box 3243, Addis Ababa, Ethiopia Tel+251 115517700; Email; tender@africa-union.org Clarification Requests: Clarification requests should be addressed to tender@africaunion.org, Tel+251115517700, Ext 4525 Yours Sincerely Carine Toure Yemitia (Mrs) Head of Procurement, Travel and Stores Division Page 2 of 7
Call for Expression of Interest to Design and Deliver a Training on: ITIL Foundation, ITIL Service Capability Operational Support & Analysis (OSA), ITIL Service Capability Release, Control & Validation (RCV) 1. Introduction In pursuit of its mandate to ensure the best quality of service delivery within the AU Commission, the Management of Information System (MIS) would like to conduct training sessions on a duration of one week on: ITIL Foundation, ITIL Service Capability Operational Support & Analysis (OSA), and ITIL Service Capability Release, Control & Validation (RCV) in the month of November 2018. 2. Justifications for the need for these trainings. ITIL provides a robust framework for identifying, planning, delivering and supporting IT services that can be adapted and applied to all business and organizational environments. The guidance covers the entire service lifecycle from the identification of requirements from the business and then IT, to designing and embedding a solution and to maintaining the new service through continuous review and improvement. The Successful adoption of ITIL as IT service delivery framework, will help the MIS Division to improve delivered services by providing ways of: - Implementing best practices to improve IT services - Improving the staff satisfaction - being a paradigm to measure the performance of IT services provided - Improving and developing positive relationships with the business by providing efficient services that meet the organization needs - Enhancing the Capability and productivity of IT staff within the Commission - Establishing cost-effective systems for managing demand for MIS services - Resulting in better asset utilisation - Supporting business change whilst maintaining a stable service environment. - Managing better business risk and service disruption or failure - Maintaining a stable service IT environment It is therefore, found indispensable to organize training sessions on ITIL for all MIS staff, and other IT resources disseminated in other departments, as well as other AUC staff members using /intending to use or deal with IT Service Delivery and Management. 2.1.1. Courses overview ITIL has a comprehensive certification scheme to support its guidance, which includes five levels: - - Foundation - Practitioner, - Intermediate, - Expert and Master. These different qualifications cover the ITIL framework in increasing depth and enable individuals and organizations to effectively adopt ITIL by ensuring that they have the relevant knowledge, skills and techniques. Page 3 of 7
2.1.2. The Foundation Level The AU Commission being at the initial stage of the adoption of ITIL. The management view is then, to insure that all the IT staff within the Commission, gets the basic level of awareness, by providing the ITIL foundation Course which is a prerequisite for all other ITIL certifications. This course will then provide to IT staff within the commission, an understanding of the service lifecycle and processes as well as the best and common practices for IT service management. 2.1.3. The Practitioner Level (2) Intermediate courses are also planned under this tender, as previously taken by part of the IT Staff within AU Commission. A- ITIL - Operational Support and Analysis (OSA) As one of the key ITIL Service Capability modules, the OSA Module enhances the ITIL knowledge and skills enabling IT staff to execute and implement specific ITIL processes effectively. ITIL Operational Support and Analysis (OSA) focuses on the practical application of OSA practices in order to enable event, incident, problem, access, technical, IT Operations and application management, request fulfillment and Service Desk operations. In taking this course, the IT Staff within the Commission, will gain competence in the aspects of service management that relate to OSA including, the value of OSA activities for the business, how OSA supports and interacts with other service lifecycle activities, and how OSA can deliver operational excellence. B- ITIL -Release, Control and Validation (RCV) Release, Control and Validation (RCV) focuses on the practical application of RCV practices in order to enable change, service asset and configuration, release and deployment and knowledge management, request fulfillment and service validation and testing The ITIL Release, Control & Validation (RCV) is one of four courses that form the ITIL Intermediate Capability stream and builds on the knowledge you gained in your ITIL Foundation course. It takes a detailed look at some of the processes described in the Service Transition and Service Operation books. This ITIL course will help you gain competence in the aspects of service management that relates to RCV including, a detailed understanding of the RCV processes, the principles of service transition, how RCV supports and interacts with other service lifecycle activities, and how to measure RCV including the roles and responsibilities. ITIL RCV encompasses the process activities necessary to bring new or changed services into operational use. This course will provide you with a good understanding of how to apply RCV practices in support of the service management life-cycle. 2.1.4. Prerequisites For the Foundation Level: Entry Level, no specific requirement Page 4 of 7
For the Intermediate Level: Certification on ITIL Foundation 2.1.5. Expected Outcomes Staff who will have completed this course are expected to: For the ITIL- Foundation: - To understand the importance of service management, both to the IT service provider, and to it s customers - To have an overview of the service lifecycle, it's processes, and the functions which carry out those processes - To know how the ITIL best practice framework can be used to improve the quality, effectiveness and efficiency of service management in every type of organization For the ITIL- Operational Support and analysis (OSA), on: - Event Management - to ensure CIs and services are constantly monitored and aims to filter and categorize Events in order to decide on appropriate actions if required - For Incident Management - Ensure management of the life-cycle of all Incidents and return IT services to users as quickly as possible - Access Management to ensure authorized users are granted the right to use a service, while preventing access to non-authorized users - Problem Management to ensure management of the life-cycle of all Problems, preventing Incidents from happening, and to minimize the impact of incidents that cannot be prevented - Technical Management - to provides technical expertise and support for the management of the IT infrastructure - Request Fulfilment - to fulfilling Service Requests or requests for information - IT Operations Management to ensure management of IT services and their underlying infrastructure, executing day-to-day routine tasks related to the operation of infrastructure components and applications - Application Management to Ensure management of applications throughout their life-cycle including design, test, operation and improvement of IT services, as well as developing the skills required to operate the IT organization's applications - the Service Desk to ensure receipt and processing of Service Requests, assisting users, and for coordinating Incident Resolution with Specialist Support Group For the ITIL- Release, Control and Validation (RCV) on: - Change Management to enable beneficial Changes to be made, with minimum disruption to IT services - Service Asset & Configuration Management to maintain information about Configuration Items required to deliver an IT service, including their relationships - Release and Deployment Management to insure that the integrity of the live environment is protected and that the correct components are released and deployed - Knowledge Management to improve efficiency by reducing the need to rediscover knowledge - Request Fulfilment to Fulfil Service Requests or requests for information Page 5 of 7
- Service Validation & Testing to ensure that deployed Releases and the resulting services meet customer expectations, and to verify that IT operations is able to support the new service 3. Target Participants The training will target: - fifteen (15) staff members for the ITIL Foundation - eighteen (18) staff members for the ITIL OSA - fifteen (15) staff members from for the ITIL RCV 4. Objective of the training The objective of this training is to expose participants to the knowledge of ITIL best practices to efficiently and effectively improve the delivery of IT services within the Commission. 5. The African Union Commission will: a. Provide the venue, flip charts, and projector. b. Provide administrative support, assist the trainer for trainees full participation in the training 6. Qualification and Experience of the training Provider The Trainers/Team members need to have International relevant experiences and wide ranges of practical work and teaching experiences in ITIL and ITSM. The company should be an authorized trainer of Axelos. They must have a minimum of 5-7 years related experience. Excellent English language is mandatory. Knowledge of French will be an added advantage/asset. Page 6 of 7
7. Deliverables Producing a team of ITIL AU experts oriented to improve the IT service delivery with a customer oriented mind to help the AU Organization to have: Predictable service level for all the IT services provided by MIS Division Improve efficiency. Consistency in processes. Better risk management. And Effective change management. 8. Training Schedule 1 2 3 Course Name ITIL Foundation (2 days) ITIL Service Capability - Operational Support & Analysis (3 days) ITIL Service Capability - Release Control & Validation (3 days) Proposed Date Dec 2018 Dec 2018 Dec 2018 Effective Date Location Available Onsite (AU Premises) Onsite (AU Premises) Onsite (AU Premises) Number of Participants 15 18 15 9. Evaluation criteria a - Relevant international experiences in ITSM - 30%; b - Relevant experiences in training on ITIL Modules - 30%; c - Diplomas and certifications of the trainer(s) ITIL Experts, ITSM Experts and ITIL Masters- 20% d - Methodology and approach (agenda and detailed program of training) - 20% On the basis of the above combined evaluation factors, the technical evaluation will have a total weight of 70% and then the financial proposals will be considered with a weight of 30%. 10. Financial Proposals Firms must submit detailed breakdown of the financial proposal entailing but not limited to: a) Professional fees b) Training/content preparation c) Reimbursables (e.g travel, DSA etc) Page 7 of 7