1.5.1-BrandNameSSJ_REDACTED Final ServiceNow_Final to post 091126_Redacted2.pdf

This is a Sole Source Justification document for a federal supply schedule order issued by the Department of Homeland Security, U.S. Immigration and Customs Enforcement (ICE).

ICE's Office of Acquisition Management intends to procure ServiceNow commercial software subscriptions and associated manufacturer support through a Firm-Fixed Price Blanket Purchase Agreement (BPA) call order under the GSA Multiple-Award Schedule (MAS) program. The order will be placed with Carahsoft Technology Corporation, identified as the sole authorized distributor and GSS MAS source holder for ServiceNow products. The manufacturer is ServiceNow, Inc., headquartered in San Diego, California. The contract period runs from August 31, 2026, through August 30, 2027, for a 12-month base period. The procurement covers comprehensive software solutions including the core application engine, IT service management, customer service management, IT operations visibility, strategic portfolio management, workflow data fabric, API management, and AI-assisted functionality. The requirement encompasses both DHS enterprise-share ServiceNow licenses (CLIN 0001) and ICE-unique ServiceNow products (CLIN 0002). Specific pricing and product details are redacted in this document.

The justification for sole source procurement centers on several critical factors: ICE's existing accredited ServiceNow environment since approximately 2014 with integrated applications and data; the requirement to maintain interoperability and integrated data architecture; federal security and GCC compliance requirements; DHS enterprise standardization initiatives; and the determination that alternative products (Salesforce, Appian, and other platforms) cannot serve as compatible drop-in replacements within the required timeline and cost parameters without necessitating extensive rehosting, redesign, and security reauthorization. The document certifies that only ServiceNow, through Carahsoft as the authorized distributor, can provide the proprietary subscriptions, cloud entitlements, platform updates, and OEM support required under GSA MAS Contract No. 47QSWA18D008F.