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• Configuration Mapping services to applications to underpinning service assets <br />• Service based cost accumulation and cost distribution models <br />• IT service/process assessments and CSI process improvement roadmaps <br />• IT service management process development and implementation <br />• Advanced Service Configuration Management database architecture and deployment <br />• Cherwell CMS ITSM product suite implementation services <br />ServiceNow ITSM product suite implementation services <br />• Business impact analysis and disaster recovery planning <br />• Datacenter consolidation/relocation <br />• Business merger and acquisitions <br />4. Scope of Services <br />A key objective of the engagement is to deploy and implement the Cherwell tool with "Out of the <br />Box" ("OOTB") functionality as much as possible to minimize implementation costs. MITECH will <br />strive to focus on and utilize this as a guiding principal, however, some of the stated requirements <br />are not included in OOTB functionality and additional configuration will be needed. Out of the Box <br />functionality refers to tool capabilities that are configured to function within the standard Out of the <br />Box installation. Non-OOTB capabilities requirements are able to be configured to enable <br />functionality to meet non-OOTB requirements, but requires additional configuration efforts. <br />In an effort to easily identify these requirements, each requirement will be categorized as OOTB, <br />not OOTB, process related or training/documentation. If a requirement cannot be implemented <br />with OOTB functionality, the response will include the needed configuration to achieve the <br />requirement. Additionally, not all requirements are tool related, therefore the following codes are <br />being utilized. <br />O — Included in OOTB functionality, C — Not included in OOTB functionality, requires addition <br />configuration, P — Process related, T — Training/documentation <br />Cherwell ITSM System is a very robust tool and contains the needed functionality to support the <br />delivery of IT services to the organization. Additionally, Cherwell provides a capability to add-on <br />additional functionality that is not provided out-of-the-box, this capability is known as mApps, <br />mApps are modules developed to easily add additional functionality with minimal configuration. <br />Some of the requirements listed are not out-of-the-box and will require the use of mApps. When <br />an mApp is needed to provide the requirement it will he noted. <br />A. Technical Requirements <br />si °> Migration Technologies, Inc Copyright © 2016, all rights reserved Page 5 of 29 <br />25A-23 <br />Cata�ory, <br />Requirement „j:t�spgiise <br />. ,,, .. _ <br />All <br />O <br />The City has selected the Cherwell <br />MITECH has experience with preparing <br />ITSM Stem _ <br />and implementing Cherwell ITSM System. <br />72 <br />O <br />The System will reside on premise, <br />MiTECH has extensive experience <br />running on virtual servers in the <br />deploying and configuring the on premise <br />data center <br />version Cherwell ITSM. <br />si °> Migration Technologies, Inc Copyright © 2016, all rights reserved Page 5 of 29 <br />25A-23 <br />