A04_SOO.pdf
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- Attached to
- 7A--ServiceNow Professional Services Federal contract opportunity
- Solicitation number
- 140A1623Q0081
About this file
This Statement of Objectives (SOO) outlines requirements for implementing a ServiceNow Strategic Portfolio Management module for the Department of the Interior Bureau of Indian Affairs. The contractor shall provide professional services including project management, business process analysis, module configuration, testing, training, and knowledge transfer. Key deliverables are to configure the ServiceNow SPM module to automate project planning, task management, resource management, scheduling, monitoring and reporting, risk management, customization capabilities, dashboards, role-based security, communication and collaboration features. Additional objectives include establishing a project management plan, developing workflows, configuring a self-service portal, enabling demand and project portfolio management, and developing reports and dashboards. The solicitation associated with this opportunity is for ServiceNow professional services for the Bureau of Indian Affairs and has a solicitation number of 140A1623Q0081.
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Other files for this federal contract opportunity
| File | Type | Posted |
|---|---|---|
| Sol_140A1623Q0081_Amd_0002.pdf | ||
| Revised_SOO_0001.pdf | ||
| Q_A_140A1623Q0081_0001.docx | DOCX document | |
| Sol_140A1623Q0081_Amd_0001.pdf | ||
| Attachment_1_JOFOC_Brand_Name.pdf | ||
| Sol_140A1623Q0081.pdf |
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Statement Of Objectives (SOO) ServiceNow Strategic Portfolio Management
I. Background
Indian Affairs (IA) relies on manual processes to manage its portfolio of IT investments, projects, and assigned resources. This approach has proven to be ineffective. IA implemented ServiceNow, a modern IT Service Management (ITSM) and IT Business Management (ITBM) solution, several years ago to reduce costs, improve performance, and enable standardization of processes and procedures. This platform provides access to several business management capabilities/modules, which would greatly enhance services across IA, including Strategic Portfolio Management (SPM).
The Office of Information Management Technology (OIMT) utilizes the Bureau of Trust Fund Administration’s (BTFA) ServiceNow instance.
II. Purpose
The purpose of this Statement of Objectives (SOO) is to convey the functional requirements and support expectations. The document enables IA to prioritize their objectives in order to implement a modern project management solution, which provides an ability to manage the status and health of individual projects. The IA boundary includes the Bureau of Indian Affairs (BIA), the Bureau of Indian Education (BIE), and the Assistant Secretary – Indian Affairs (AS-IA). Although the Bureau of Trust Funds Administration (BTFA) is under Indian Affairs, it will be out of scope for this SOO.
The OIMT Division of Program Management and Business Services (DPMBS) is seeking to obtain additional ServiceNow licenses, along with Training and Professional Services, in order to configure the SPM Module. The implementation of the SPM module will provide a modern, robust, scalable, and secure project and resource management solution. This would also allow DPMBS to effectively align and manage connected, interrelated, and dependent projects and programs.
These services shall allow IA the ability to:
1. Operate a single system to automate and manage IT services;
2. Consolidate legacy, redundant systems to a single system of record;
3. Standardize Project Management services and processes across the enterprise;
4. Implement automation to replace manual, redundant tasks;
5. Provide a modern and intuitive UI to define, plan, and manage team work.
6. Make decisions faster to improve the velocity of projects & service delivery
7. Provide intuitive, approachable, and consumer-like service experiences for IA users;
8. Implement an intuitive web-based interface, which is easily configured to adapt to a several Project Management service workflows and processes.
9. Ensure application upgrades are delivered automatically, and designed to be efficient and compatible with configuration changes causing minimal disruption to ongoing operations.
III. Scope
The contractor shall provide all necessary services, tools, and expertise to support the implementation of the ServiceNow SPM project/resource management tool. This includes, but is not limited to project management, business process analysis, mapping, module configuration, testing and validation, training, and knowledge transfer.
During bureau onboarding and build out phases, IA will utilize the full extent of services and capabilities within the ServiceNow SPM module and focus on out of the box solutions. Overlays and customizations are not generally supported. Integrations require approval and support from the OIMT enterprise team following the DPBMS review and governance change management process.
IV. Business Objectives
This section outlines both overall and specific objectives to be performed. Deliver the configured ServiceNow SPM module to replace spreadsheets and word documents for project tracking in alignment with these Overall objectives:
Project Planning & Management Use built-in templates to plan projects through timelines and task schedules. Keep track of project progress and upcoming milestones using reports such as burndown charts
Track milestones to stay on track to hit project goals deliverables
Task Management; to easily view and allocate tasks across every team member
Resource Management: To Effectively and efficiently plan, allocate and utilize various resources required to complete a project.
Scheduling and planning: Creation of efficient timelines, dependencies and workflow.
Keep track of project progress and upcoming milestones.
Monitoring and reporting – The systematic tracking and assessment of project process and performance
Risk Management: Identify risk, evaluate and monitor. Ability to create risk schedule
Customization capability
Dashboard: Ability to create ad-hoc dashboard for a high-level view of project statuses
Role-based security document sharing: Centralize where teams can access and share documents using granular role-based security controls.
Communication and collaboration; The ability to create ad hoc alerting based upon the needs of the project manager
Ease of use; User friendliness and simplicity of the project management tool
Project Management
Establish and maintain a project management plan, which includes a detailed schedule, resource allocation, and risk mitigation strategies. The contractor shall interface with the IA DPMBS Program Team and provide regular progress updates and reports to the team.
Services and Workflow development
Configure ServiceNow SPM to meet the needs of DPMBS, including implementing any necessary program specific workflows, forms, and reporting. In addition, the developer(s) will be responsible for Training and knowledge transfer
Provide comprehensive training and knowledge transfer to the DPMBS program team to ensure they can effectively utilize and manage the ServiceNow SPM applications. Also, managing roles, access, permissions within the SPM applications.
Self-Service Portal
Establish service request types, workflows, and configurations, ensuring that all service request-related data and processes are maintained.
Demand Management
Enables the support of the portfolio definition, as well as producing a list of new projects to be assessed, prioritized, and concurrently taken into work with ongoing components.
Project and Portfolio Management
Enable efficient capture, evaluation, and prioritization of project demands and resource requirements. Allowing for the alignment of IT investments with organizational objectives, maximizing resource utilization, and ensuring the delivery of high-quality technology projects on time and within budget.
Resource Management
Manage resource availability, allocations, assignments, and actuals across all work.
Reports and Dashboards
Develop reports and Dashboards in ServiceNow by identifying reporting requirements, defining templates and dashboards, and configuring ServiceNow SPM Dashboards tools while streamlining and enhancing IT project management efficiency.
Post-implementation Support (Optional)
Provide post-implementation support to address any issues, questions, or concerns arising during the transition to the SPM application by the DPMBS end users.
Continuous Improvement (Optional)
Would include improvements to new service categories, changes, workflow modifications, and development/changes due to integrations with other ITSM solutions.
Requirement Summary 1.1.Initiate The purpose of the Initiate Step is to understand BIA’s business problem(s), needs, align goals and expectations, mobilize the Contactors delivery team, prepare for communication needs, and lay out the initial requirement timelines and deliverables.
The Contractors responsibilities will include activities, such as (for example):
● Perform requirements preparation and identify IA program expectations.
● Manage Contractors resource assignments based on the timeline expectations and the Contractor recommended task or deliverable sequencing, including, as appropriate, coordination with sub-contracting partners.
● Lead preparatory and discovery remote meetings with IA programs to review tasks and deliverable as needed. Discuss IA programs activities required and/or recommended to be completed prior to a requirements kickoff meeting.
● Confirm the agenda for the requirements kickoff, and in-scope requirements workshops as applicable.
● Schedule periodic requirement steering committee meetings to be facilitated by the Contractor requirements Manager and IA’s Project Manager. The agenda will be finalized and agreed upon by the Contractor requirement Manager and IA’s Project Manager.
● Conduct requirement kickoff meeting.
● Review the activities completed during the initiate step with BIA sponsor as part of ongoing requirement governance.
● Develop and deliver train-the-trainer presentations and user training materials for the developed IA SPM solution; and,
● Manage onsite schedule in order to control travel time and cost.
● The DPBMS Project team shall be keep fully informed with the work activities while the SPM Module within the existing ServiceNow installation is configured to meet the needs of IA project management program.
1.2.Prepare The Contractor shall conduct a series of workshops to demonstrate and review the available functionality and best practices for the in-scope applications and integrations with IA.
These sessions are intended to assist with documenting IA specific requirements in order to configure the instance, while identifying and addressing any gaps between IA’s requirements and best practices. The resulting use cases will be documented and reviewed in the Agile development application by IA and the Contractor prior to configuration. See Appendix A for Project Phases and expected workstreams.
APPENDIX A
Project Phases
Phase Workstream Process Task
Initiate Value Management and Analytics Align Value
Review and Validate Now Value "Envision Phase" Outputs
Initiate Value Management and Analytics Align Value Update Business Case
Initiate Project and Program Management Project Planning
Establish Project Work Breakdown Structure
Initiate Project and Program Management Project Planning Establish Project Schedule
Initiate Project and Program Management Project Planning Establish Project Resource Plan
Initiate Project and Program Management Project Planning Establish Project Budget Plan
Initiate Project and Program Management Project Planning Establish Project Organization
Initiate Project and Program Management Project Planning Establish Project RACI
Initiate Project and Program Management Project Planning
Confirm Resource Readiness for Workshops
Initiate Project and Program Management Project Planning Establish Project Charter
Initiate Project and Program Management Project Planning Establish Project Steering Committee
Initiate Project and Program Management Project Planning Establish Project RIDAC Management
Initiate Project and Program Management Project Planning Establish Change Management Process
Initiate
Management Project Planning Establish Project Reporting
Initiate Project and Program Management Project Planning Establish Project Tooling
Initiate Project and Program Management
Kick-Off Meetings Executive Team Kick-Off
Initiate Project and Program Management
Kick-Off Meetings Project Team Kick-Off
Initiate Project and Program Management
Exit Initiate Phase Gate
Manage 'Exit Initiate Phase Gate' Meeting
Initiate Architecture and Technical Governance
Review Current Environment Confirm ServiceNow Product Scope
Initiate Architecture and Technical Governance
Review Current Environment Understand Existing Architecture
Initiate Architecture and Technical Governance
Review Technical Governance Understand Technical Governance
Initiate Architecture and Technical Governance
Review Technical Governance Establish Technical Governance Team
Initiate Design, Build and Unit Test
Set Up Environment Provision Instance and Activate Plugins
Initiate Organizational Change Management
Define Change Strategy Conduct Change Enablement Kick-Off
Initiate Organizational Change Management
Define Change Strategy
Prepare Change Enablement Project Plan
Initiate Organizational Change Management
Define Change Strategy Conduct Impact Analysis
Initiate Organizational Change Management
Define Change Strategy
Conduct Pre-implementation Readiness Assessment
Initiate Organizational Change Management
Train Project Team Project Team Training Needs
Initiate Organizational Change Management
Train Project Team Plan & Execute Training Courses
Plan Value Management and Analytics Plan Value
Define Key Measures and Linkages to Value
Plan Value Management and Analytics Plan Value Draft Value Management Plan
Plan Value Management and Analytics Plan Value Design Value Measurement Tools
Plan Value Management and Analytics Plan Value Plan Value Health Checks
Plan Project and Program Management
Project Monitoring & Controlling Manage Plan vs Actual Project Schedule
Plan
Management
Project Monitoring & Controlling Manage Plan vs Actual Budget
Plan Project and Program Management
Project Monitoring & Controlling Manage RIDAC
Plan Project and Program Management
Project Monitoring & Controlling Communicate Project Status
Plan Project and Program Management
Project Monitoring & Controlling Manage Project Change
Plan Project and Program Management
Project Monitoring & Controlling Execute Project Steering Committee
Plan Project and Program Management
Release & Sprint Planning Backlog Review & Ranking
Plan Project and Program Management
Release & Sprint Planning Approve Backlog & Ranking
Plan Project and Program Management
Release & Sprint Planning Release & Sprint Planning
Plan Project and Program Management
Go-Live Transition Planning Go-Live Approach Planning
Plan Project and Program Management
Exit Plan Phase Gate Manage 'Exit Plan Phase Gate' Meeting
Plan Architecture and Technical Governance
Define Architecture Create/Update Solution Architecture
Plan Architecture and Technical Governance
Define Architecture Verify Licensing Requirements
Plan Architecture and Technical Governance
Define Architecture Define Data Migration Strategy
Plan Architecture and Technical Governance
Plan for Technical Governance Define Platform Operating Model
Plan Architecture and Technical Governance
Plan for Technical Governance Assess Current Technical Governance
Plan Architecture and Technical Governance
Plan for Technical Governance
Create Technical Governance Foundation
Plan Design, Build and Unit Test
Conduct Platform Workshops Prepare for Platform Core Workshop
Design, Build and Unit Test
Conduct Platform Workshops Conduct Platform Core Workshop
Plan Design, Build and Unit Test
Conduct Process Workshops Prepare for Process Workshop(s)
Plan Design, Build and Unit Test
Conduct Process Workshops Conduct Process Workshop(s)
Plan Design, Build and Unit Test
Conduct Integrations Workshops Align to Data Migration Strategy
Plan Design, Build and Unit Test
Conduct Integrations Workshops Prepare for Integrations Workshop
Plan Design, Build and Unit Test
Conduct Integrations Workshops Conduct Integrations Workshop
Plan Design, Build and Unit Test
Story Refinement and Estimation Capture Draft Stories
Plan Design, Build and Unit Test
Story Refinement and Estimation
Document Process Design and Data Flows
Plan Design, Build and Unit Test
Story Refinement and Estimation Obtain Approval on Final Design
Plan Design, Build and Unit Test
Story Refinement and Estimation
Refine Stories and Document Acceptance Criteria
Plan Design, Build and Unit Test
Story Refinement and Estimation
Prioritize Stories to Align with Business Outcomes
Plan Design, Build and Unit Test
Story Refinement and Estimation Define Unit Test Cases
Plan Design, Build and Unit Test
Story Refinement and Estimation
Approve Functional Stories & Test Cases
Plan Design, Build and Unit Test
Story Refinement and Estimation
Estimate Functional Stories & Test Cases
Plan Testing Test Strategy Conduct Testing Workshop Plan Testing Test Strategy Document Test Strategy & Data Plan
Plan Organizational Change Management
Assess and Plan for Change Create Executive Sponsorship Plan
Organizational Change Management
Assess and Plan for Change Create Communication Plan
Plan Organizational Change Management
Assess and Plan for Change Create User Training Delivery Plan
Plan Organizational Change Management
Assess and Plan for Change Build Change Champion Network
Plan Organizational Change Management
Assess and Plan for Change Create Adoption Measurement Plan
Plan Organizational Change Management
Assess and Plan for Change
Workforce Transition Plan (Training and Enablement)
Plan Organizational Change Management
Assess and Plan for Change Create Change Plan Summary
Plan Support Operations Planning Define Deployment Process
Execute Value Management and Analytics Create Value
Build Value Measurement Reports and Dashboards
Execute Value Management and Analytics Create Value Establish Value Governance
Execute Value Management and Analytics Create Value
Coordinate Organizational Change Management (OCM) and Value Management Plan activities
Execute Project and Program Management
Project Monitoring & Controlling Manage Plan vs Actual Project Schedule
Execute Project and Program Management
Project Monitoring & Controlling Manage Plan vs Actual Budget
Execute Project and Program Management
Project Monitoring & Controlling Manage RIDAC
Execute Project and Program Management
Project Monitoring & Controlling Communicate Project Status
Execute Project and Program Management
Project Monitoring & Controlling Manage Project Change
Execute Project and Program Management
Project Monitoring & Controlling Execute Project Steering Committee
Execute Project and Program Management
Sprint Planning/Retros pective Maintain Product Backlog
Execute Project and Program Management
Sprint Planning/Retros pective Conduct Sprint Planning Meeting
Execute
Management
Sprint Planning/Retros pective Create/Update Burndown Chart
Execute Project and Program Management
Sprint Planning/Retros pective Conduct Sprint Retrospective Meeting
Execute Project and Program Management
Sprint Planning/Retros pective Create New Stories as Needed
Execute Project and Program Management
Go-Live Transition Planning Create Go-Live Transition Plan
Execute Project and Program Management
Exit Execute Phase Gate
Manage 'Exit Execute Phase Gate' Meeting
Execute Architecture and Technical Governance
Update Architecture Update Architecture
Execute Architecture and Technical Governance
Establish Technical Governance
Create/Update Technical Governance Policies
Execute Design, Build and Unit Test Execute Sprints Conduct Daily Standup Meetings
Execute Design, Build and Unit Test Execute Sprints Configure Stories
Execute Design, Build and Unit Test Execute Sprints Execute Unit Test of Stories 
Execute Design, Build and Unit Test Execute Sprints Sprint Review
Execute Design, Build and Unit Test
Execute Integration Sprints Conduct Daily Standup Meetings
Execute Design, Build and Unit Test
Execute Integration Sprints Establish Integrations Connections
Execute Design, Build and Unit Test
Execute Integration Sprints Configure Stories
Execute Design, Build and Unit Test
Execute Integration Sprints Execute Unit Test of Stories
Execute Design, Build and Unit Test
Execute Integration Sprints Sprint Review
Execute Testing Plan System Testing Create System Test Scenarios & Scripts
Execute Testing Plan System Testing Build System Test Plan
Execute Testing
Plan User Acceptance Testing
Create User Acceptance Test Scenarios & Scripts
Execute Testing
Plan User Acceptance Testing Build User Acceptance Test Plan
Execute Testing
Plan User Acceptance Testing UAT Logistics and Preparation Session
Execute Testing
Plan User Acceptance Testing Draft and Issue UAT Training Materials
Execute Organizational Change Management
Execute Communications
Conduct Pre-Implementation Benchmark Survey
Execute Organizational Change Management
Execute Communications
Execute Communications According to Plan
Execute Organizational Change Management
Execute Communications Conduct Awareness Roadshows
Execute Organizational Change Management
Execute Communications Develop Training Materials
Execute Support Design Support Model
Define Support Processes and Hypercare Approach
Execute Support Design Support Model Define Support RACI
Execute Support Design Support Model Create Operations Documentation
Execute Support Design Support Model Define Knowledge Transfer Approach
Deliver Value Management and Analytics Enable Value Operationalize Value Governance
Deliver Project and Program Management
Project Monitoring & Controlling Manage Plan vs Actual Project Schedule
Deliver Project and Program Management
Project Monitoring & Controlling Manage Plan vs Actual Budget
Deliver Project and Program Management
Project Monitoring & Controlling Manage RIDAC
Deliver Project and Program Management
Project Monitoring & Controlling Communicate Project Status
Deliver Project and Program Management
Project Monitoring & Controlling Manage Project Change
Deliver
Management
Project Monitoring & Controlling Execute Project Steering Committee
Deliver Project and Program Management
Go-Live Transition Planning Go-Live Transition Plan Review
Deliver Project and Program Management
Go-Live Transition Planning Go-Live Go/No-Go Gate Meeting
Deliver Project and Program Management
Exit Deliver Phase Gate
Manage 'Exit Deliver Phase Gate' Meeting
Deliver Architecture and Technical Governance
Monitor/Maintai n Technical Governance
Monitor/Maintain Technical Governance
Deliver Design, Build and Unit Test
Deploy Code to Test Environments
Deploy Code to System Test Environment
Deliver Design, Build and Unit Test
Deploy Code to Test Environments Deploy Code to UAT Environment
Deliver Design, Build and Unit Test
Go-Live Transition Execute Cut-over Dry Run(s)
Deliver Design, Build and Unit Test
Go-Live Transition
Deploy Code to Production Environment
Deliver Design, Build and Unit Test
Go-Live Transition Execute Data Cut-over in Production
Deliver Design, Build and Unit Test
Go-Live Transition
Execute Manual Data Entry in Production
Deliver Design, Build and Unit Test
Go-Live Transition Execute Operational Cut-over (Go-Live)
Deliver Testing Conduct System Testing Data Set-up for System Test
Deliver Testing Conduct System Testing Execute System Testing
Deliver Testing Conduct System Testing System Test Defect Management
Deliver Testing Execute Load Testing Execute Load Testing
Deliver Testing
Conduct User Acceptance Testing Data Set-up for UAT
Deliver Testing
Conduct User Acceptance Testing UAT Training for Testers
Deliver Testing
Conduct User Acceptance Testing Execute UAT
Deliver Testing
Conduct User Acceptance Testing UAT Defect Management
Deliver Testing
Conduct User Acceptance Testing UAT Enhancement Management
Deliver Organizational Change Management Enable Training Execute User Training Plan
Deliver Organizational Change Management Enable Training Execute Go-Live FAQ Communication
Deliver Support
Confirm Operational Readiness Confirm Operational Readiness
Deliver Support
Confirm Operational Readiness Confirm Hypercare Support Approach
Close Value Management and Analytics Transition Value
Handover to the Now Value "Validate Phase"
Close Project and Program Management
Project Monitoring & Controlling Manage Plan vs Actual Project Schedule
Close Project and Program Management
Project Monitoring & Controlling Manage Plan vs Actual Budget
Close Project and Program Management
Project Monitoring & Controlling Manage RIDAC
Close Project and Program Management
Project Monitoring & Controlling Communicate Project Status
Close Project and Program Management
Project Monitoring & Controlling Manage Project Change
Close Project and Program Management
Project Monitoring & Controlling Execute Project Steering Committee
Close Project and Program Management
Project Closedown Conduct Lessons Learned Meeting
Close Project and Program Management
Project Closedown Conduct Project Close Meeting
Close Project and Program Management
Exit Close Phase Gate
Manage 'Exit Close Phase Gate' Meeting
Close Organizational Change Management Conduct Surveys
Conduct Post-Implementation Benchmark Survey
Close Organizational Change Management Conduct Surveys Conduct Training Evaluation
Close Support
Transition to Support Organization Handover Operations
Close Support Hypercare Hypercare Support
Close Support Hypercare Identify and Prioritize Production Defects
Close Support Hypercare Fix and Test Production Defects
Close Support
Confirm Operational Support Confirm Operational Stabilization
APPENDIX B
PPM Workflow
APPENDIX C
Licensing
License Type Qty
SPM Professional 30*
SPM Standard ?
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