Statement_of_Work_(SOW).docx

Attachment A Statement of Work (SOW) ServiceNow Scoped application for Customer Devices Asset Management and Billing Table of Contents

PURPOSE AND OBJECTIVES

The Office of Information Systems Management (OISM) has a requirement to consolidate separate systems and datasets used for Mobile Device management into a single system of record as a scoped application within our ServiceNow instance (Jakarta version), and leverage the existing Cost Module within ServiceNow to generate expense lines for monthly Mobile Device usage charges, and charges incurred for foreign travel.

CONTRACTOR PERFORMANCE REQUIREMENTS / TASKS

The following functions shall be performed by contractor to manage competitively sourced services:

1. Onsite onboarding, Requirement Gathering, Solution Design, & Agile project planning (Epics, User Stories, Sprints, and Release schedule)

· The contractor shall provide key personnel onsite at the NIST Gaithersburg campus for the first two work weeks of the period of performance. During this onsite visit, the contractor shall:

· Complete contractor onboarding to receive badge, complete required training, review and sign rules of behavior, receive IT accounts/access, and Government laptop.

· Meet with the NIST ServiceNow Platform team and the NIST ServiceNow development team to review the ServiceNow software-development-lifecycle process, and understand the required approach for developing and migrating code to test and production instances. Receive access to NIST ServiceNow development and testing environments.

· Review requirements and data sets to better establish and realize further considerations and complete any additional requirements gathering needed to establish an initial solution design and set of user stories. The contractor shall coordinate with the product owner and Contracting Officer’s Representative (COR) to schedule requirements gathering sessions as needed.

· Coordinate with the product owner, the COR, NIST ServiceNow Platform team, and NIST ServiceNow development team to review and understand requirement user stories along with the drafted solution design.

· An initial design review shall be held with the NIST Mobile Service Manager, NIST ServiceNow platform admins, developers, and IT Security,

· The contractor shall use the ServiceNow Agile SDLC module to record requirements to be managed as Epics, User Stories, Sprints, and Releases.

· The contractor shall collaborate with NIST stakeholders to establish an initial sprint schedule based on prioritized requirements.

· Throughout the period of performance, the contractor shall follow an agile based development methodology to include:

· Requirements review & prioritization with stakeholders as part of Sprint Planning and establishing the overall Sprint Goal or minimally viable product

· Additional design reviews as required by the NIST ServiceNow Platform admins, developers, and IT Security.

· Daily scrum meetings with the developer(s), scrum master(s) / project manager(s), and COR

· Sprint review by development team to the product owner and other key stakeholders

· Sprint retrospectives with development(s), scrum master(s) / project manager(s), and COR

2. Scoped application in ServiceNow for “Customer Devices”

· Design and build or install and configure a scoped application for the inventory, management, and support of all customer endpoing devices, such as, but not limited to mobile devices, desktops, laptops, and telephones. The contractor shall provide best practices and expertise in designing the scoped application to best leverage, extend from, and integrate with other global scope applications within the ServiceNow platform, such as, but not limited to Asset, CMDB, and Cost Module.

· Implement roles and ACLs with varied data permissions within this custom application. Roles shall include, but not be limited to: all “Customer Devices” manager, mobile devices manager, mobile devices support team, device purchasers, billing associate (service provider side), administrative officers (customer side bill payers), managers (customer side), and employee self-service customers.

· Transfer ~2,500 mobile device records from an existing SharePoint list into a table within the “Customer Device” application. ~20 new fields currently present in the SharePoint list will need to be added to the table extended from alm_asset.

· Retain current functionality of data feeds coming from the SharePoint list into two other NIST systems.

· The contractor shall develop workflows within the scoped application to facilitate business processes for managing and support of “Customer Devices”, and also customer facing catalog items and their associated backend RITM workflows. Examples of needed scoped application workflows and catalog items shall include, but not limited to:

· request for a new device/upgrade

· process for ordering a new device

· process for preparing and deploying a new device

· process for billing

· request to go on foreign travel

· request for assistance with passwords/PINS/MaaS360

· general request for unspecified device support.

3. Import billing and mobile devices data from Verizon’s Raw Data Download (RDD) SFTP site and for manually downloaded CSV & tab delimited text files.

· Build scheduled data imports and transform maps into the “Customer Devices” scoped application tables for billing and device data files picked up by the midserver via a Verizon SFTP site, which provides for Verizon’s Raw Data Download (RDD)

· RAW data download is a zipped file containing 4 tab delimited flat text files: https://www.verizonwireless.com/businessportals/support/how_to_use/raw_data_download.html

· Build transform maps into the “Customer Devices” scoped application tables for Verizon billing and device files that are manually downloaded from the Verizon billing portal. Manually downloaded data files are in either CSV or tab delimited .txt files for easy conversion into rows and columns for the data source file import into ServiceNow.

4. Replace existing IBM BigFix data imports into CMDB tables with new transform maps to the “Customer Devices” scoped application tables

· Webservices: https://docs.servicenow.com/bundle/jakarta-servicenow-platform/page/integrate/web-services/reference/r_AvailableWebServices.html

· Federate “Customer Devices” data from multiple sources: IBM BigFix, internally developed asset tracking system, and Verizon billing data into a single source of record within the “Customer Device” scoped application.

· Realign data imports from existing data sources to simplify data integration and identify authoritative sources for the “Customer Devices” scoped application fields.

· Replace 5 existing SOAP based scheduled script execution imports from the IBM BigFix reporting zone, with simpler transform maps that write into tables within the new “Customer Devices” scoped application instead of the current global scope CMDB tables. Complexity of the current data import includes 3 transform maps, where most source data fields are scripts. The contractor shall simplify this data import based on NIST requirements by removing source scripts where possible:

· Current transform map “Mobile Devices” = 16 field mappings (3 source fields are scripts)

· Current transform map “Apple OS Devices” = 21 field mappings (14 source fields are scripts)

· Current transform map “Windows OS Devices” = 24 field mappings (10 source fields are scripts)

· Replace 1 existing JDBC data view based import from an internally developed asset tracking system, with simpler transform maps that write into tables within the new “Customer Devices” scoped application instead of the current global scope CMDB tables. Complexity of the current data import includes 3 transform maps, where most source data fields are scripts. The contractor shall simplify this data import based on NIST requirements by removing source scripts where possible:

· Current transform map “Mobile Devices” = 15 field mappings (7 source fields are scripts)

· Current transform map “Apple OS Devices” = 17 field mappings (8 source fields are scripts)

· Current transform map “Windows OS Devices” = 17 field mappings (8 source fields are scripts)

5. Update reference field on global task table and Bomgar UI Actions to use new “Customer Devices” scoped application record

· The contractor shall update the current reference field “u_asset” on the global task table to reference the new “Customer Devices” scoped application table instead of the current reference to cmdb_ci_hardware, or develop an approved design to accomplish the same purpose.

· The contractor shall update any reference field icons and UI Macros presented on forms such as Incident and Requested Item; the updates shall enable existing functionality using the new “Customer Devices” table reference.

· The contractor shall update any Bomgar UI Actions, UI Macros, and Scripts, so that the Bomgar Jump icons next to the reference field enable all the existing functionality using the new “Customer Devices” table reference. https://www.bomgar.com/docs/remote-support/how-to/integrations/servicenow/configuration-servicenow.htm

6. Cleanup existing data references and delete existing CMDB table data

· The contractor shall update ~10 existing Catalog Items that present the user with a variable reference field to CMDB tables to select their customer device, this variable should be updated to reference the new “Customer Devices” scoped application table; any field mappings to the RITM or SCTASK records shall also be updated. The contractor shall coordinate with Catalog Item owners to fully test/validate existing functionality with new reference.

· The contractor shall update existing active Incident (~100 records) and RITM (~200 records) reference field values to point to new “Customer Device” table record instead of the CMDB table record.

· If no match is found in the new “Customer Device” table, then populate the Incident or RITM worknotes with the current Asset tag, and then blank out the “u_asset” reference value.

· The contractor shall update existing inactive Incident (~6,000 records) and RITM (~8,000 records) reference field values to point to new “Customer Device” table record instead of the CMDB table record. If no match is found in the new “Customer Device”

· If no match is found in the new “Customer Device” table, then populate the Incident or RITM worknotes with the current Asset tag, and then blank out the “u_asset” reference value.

· The contractor shall delete the legacy asset data records (~39,000) from the following tables including but not limited to: alm_asset, alm_hardware, cmdb_ci_computer, and cmdb_ci_hardware.

7. Configurations to the “Cost Management” module and SLT file generation

· The Cost Management module available on NIST’s Jakarta version instance is described here: https://docs.servicenow.com/bundle/jakarta-it-business-management/page/product/cost-management/reference/r_CostManagement.html

· Collaborate with other NIST ServiceNow developers currently operating and maintaining the Cost Module to establish a finalized design for using this module to create expense lines the resulting Summary Level Transfer (SLT) files for Mobile Device billing. Determining the best place of functionality (scoped app or global Cost Module) to provide an interface to customers for bill review, billing decisions based on status (pay, reject, hold, etc), and assignment of bank account at individual devices levels and also for groups of devices.

· The contractor shall leverage existing functionality with the Cost Module, and configure/develop new or enhanced functionality to handle two billing scenarios for Mobile Devices:

· Consistent monthly mobile device service plan charges can be implemented using the Cost Module’s baseline CI Rate Cards (parent) and Cost Cards (child) that allow the FMCostProcessor to generate the output Expense Lines.

· Varied costs incurred for loaner devices and usage charges while on Foreign Travel. The varied usage charges will be made available from the monthly Verizon bill import, and charges associated with loaner devices will be made available through a Catalog Item created RITM that associates the mobile device with foreign travel.

· The contractor shall setup Summary Level Transfer (SLT) files for both the consistent monthly service plan charges and a separate SLT file for the varied foreign travel charges.

· NIST currently uses the Cost Module to generate SLT files from expense line records for other billable services, and has setup an easy to use interface to create and configure new SLT files. The contractor shall collaborate with other NIST ServiceNow developers on using this functionality to build the Mobile Device SLT files needed.

8. Dynamic “My Devices” page/widget using the “Service Portal” user interface framework module

· The Service Portal module available on NIST’s Jakarta version instance is described here: https://docs.servicenow.com/bundle/jakarta-servicenow-platform/page/build/service-portal/concept/c_ServicePortal.html

· The contractor shall develop or provide/configure using the Service Portal application a page and widgets to be placed on other pages to present Customer Devices. The page and widgets shall be dynamic in nature to return a list of Customer Devices relevant to the end-user view the page or widget. Based on the user’s permissions/roles, the page and/or widgets may display:

· Customer Devices assigned to that user (ESS and other normal rolled users)

· Available filter to allow customer side Administrative Officers, Division Secretaries, Division Chiefs, Team Leads, and other Organizational Unit leaders to view Customer Devices assigned to their respective business unit. In addition, these customer side users shall have a display of the costs and usage details for each device.

· The contractor shall review and validate the meta-data needed to be displayed upfront to the users on the page and widgets for each customer device.

· The contractor shall implement the new widgets onto existing Service Portal pages as required per stakeholder requirements.

9. Sprint Closure Documentation & Scoped Application Release Preparation

· Prior to closing each Sprint, the contractor shall complete 2 sets of system documentation including screenshots for all the functionality and system configurations completed within the sprints.

· The first set of documentation shall include technical implementation details for the intended audience of NIST ServiceNow administrators and developers.

· The 2nd set of documentation shall be a user manual with instructions for each role within the custom application.

· Prior to the final scoped application release to Production, the contractor shall complete:

· Update set / scoped application release review with NIST ServiceNow platform admins

· a “soft-walk through” release on a TEST instance that is a cloned image of PRD.

· a finalized version of system documentation drafted along the completion of each sprint

10. Post Go-Live Support for 10 business days

· 10 business days of dedicated post-go live support

· Resolve any defects/issues identified following production rollout within 10 business days of production rollout date

11. Ongoing Support, Upgrade Assistance, Application Updates (not to exceed 160 hours)

· The contractor shall provide ongoing support as needed for application issue troubleshooting and resolution design and implementation.

· The contractor shall provide support and assistance needed during upgrades of the ServiceNow platform, this includes troubleshooting defects found during upgrade regression testing and designing and implemented their resolutions.

· The contractor shall, for any commodity-off-the-shelf pre-developed scoped applications, provide routine scheduled updates according to ServiceNow application requirements, and assistance in the application/installation of these updates.

12. Optional Services: Ongoing Support, Upgrade Assistance, Application Updates (not to exceed 160 hours)

· The contractor shall provide ongoing support as needed for application issue troubleshooting and resolution design and implementation.

· The contractor shall provide support and assistance needed during upgrades of the ServiceNow platform, this includes troubleshooting defects found during upgrade regression testing and designing and implemented their resolutions.

· The contractor shall, for any commodity-off-the-shelf pre-developed scoped applications, provide routine scheduled updates according to ServiceNow application requirements, and assistance in the application/installation of these updates.

PERFORMANCE START DATE

Once a contract award is made, the contractor shall provide information for each key-personnel, which includes but is not limited to, OPM’s online e-QIP submission. Once all key-personnel are cleared, the COR will coordinate with the contractor to schedule the period of performance start with a 2-week onsite initiation at the NIST Gaithersburg campus.

PERIOD OF PERFORMANCE

Base Period of Performance – One Year from date of award Option 1 – Ongoing Support as described (task 12) for one (1) year beyond the base period of performance Option 2 – Ongoing Support as described (task 12) for one (1) year beyond option period 1

BACKGROUND INVESTIGATIONS, CLEARANCE, AND U.S. CITIZENSHIP

FIN 10-06, Position Designation Requirements Personnel shall contain an active FIN 10-06 Tier 2 Designation level for a “Moderate Risk” position and a favorable MBI investigation (OMB standard form “SF 85P”), or are able to be cleared for this designation level within 30 days of the contract award date. The COR will provide the appropriate forms after contract award.

PLACE OF PERFORMANCE

System development may be performed either virtually or on-site by key personnel meeting the background investigation requirements described above. Any virtual personnel will still require an initial 2-week onsite visit to the NIST Gaithersburg campus. The contractor shall detail in their technical proposal, elements that are suggested to be completed virtually or onsite at the NIST Gaithersburg campus.

GOVERNMENT FURNISHED FACILITIES AND EQUIPMENT

The following will be made available for the contractor to manage competitively sourced services:

· NIST will provide access to the NIST ServiceNow Development, and Testing instances where required.

· NIST will provide a Government laptop for key personnel serving as system developers and requiring access into the NIST network to complete tasks.

CONTRACTOR SPECIALIZED EXPERIENCE & PROPOSED PERSONNEL

The contractor shall have specialized experience:

· Documented evidence of the offeror’s successful performance within the last three (3) years, of the same or substantially similar services as those required in the Statement of Work.

· At least 1 documented evidence of the offeror’s successful performance within the last year, of the same or substantially similar services as those required in the Statement of Work for a US Government (federal) customer.

Proposed Personnel The labor categories designated for this task order are consistent with a ServiceNow Administrator/Developer that has:

Minimum experience levels:

Resume(s) Shall be submitted for all personnel assigned to the project. Personnel are subject to approval by the COR before acceptance as participating staff on the project.

DELIVERY, INSPECTION AND ACCEPTANCE CRITERIA

As duties and responsibilities are completed, the Contractor shall request review and acceptance by the COR. Tasks completed in an unacceptable manner may require corrective action by the contractor.

· Initial solution design review and approval with NIST stakeholders

· Completed set of Epics, User Stories, Sprints, and Releases entered in the ServiceNow SDLC module

· Initial sprint and release project schedule

· Mobile Device asset records from an existing SharePoint list are imported into the new “Customer Devices” table set and are successfully tested and validated on TEST and ready for Production release.

· Scoped application workflows and customer facing catalog items are created per requirements facilitate the lifecycle of Mobile Devices, and are successfully tested and validated on TEST and ready for Production release.

· New data imports from various systems are federated into a single consolidated “Customer Devices” table set.

· The global task table’s reference field “u_asset” has been updated to reference the new scoped application table “Customer Devices” and is successfully tested and validated on TEST and ready for Production release.

· All existing Bomgar functionality is present with the new asset reference field and is successfully tested and validated on TEST and ready for Production release.

5. Update reference field on global task table and Bomgar UI Actions to use new “Customer Devices” scoped application record

· Updates to pre-existing catalog items are successfully tested and validated on TEST and ready for Production release.

· Script to update existing Incident and RITM records asset references are successfully tested and validated on TEST and ready for Production release.

· Script to delete no longer needed CMDB and Asset table records is successfully tested and validated on TEST and ready for Production release.

6. Cleanup existing data references and delete existing CMDB table data

· The existing cost module is updated to identify varied costs incurred for foreign travel and generate Expense Lines and an output SLT file for foreign travel charges, and is successfully tested and validated on TEST and ready for Production release.

· A new Service Portal page “My Devices” is complete and dynamically pulls data from the “Customer Devices” table sets is successfully tested and validated on TEST and ready for Production release.

· New Service Portal widgets to present “My Devices” on existing CMS/Portal pages are integrated and successfully tested and validated on TEST and ready for Production release.

8. Develop a dynamic “My Devices” page/widget using the “Service Portal” user interface framework module

· Update set / scoped application release review and approval by NIST ServiceNow platform admins

· Successful “soft-walk through” release on a TEST instance that is a cloned image of Production.

· Finalized Microsoft word documents for 2 system documentation sets (user manual and technical implementation details) approved by the Product Owner and COR.

9. Sprint Closure Documentation & Scoped Application Release Preparation

10%

· The scoped application release including any data import changes and scripts for data cleanup are successfully deployed into the PRD environment.

· Implemented resolutions/fixes to any identified defects / issues

10. Post Go-Live Support for 10 business days

· Monthly review of completed support actions.

INVOICING

The Contractor shall invoice four times based on the completion of each milestone and associated deliverables, detailing the DELIVERY, INSPECTION AND ACCEPTANCE CRITERIA.

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