A11 ServiceNow Sources Sought.pdf

DEPARTMENT OF DEFENSE

WASHINGTON HEADQUARTERS SERVICES

1155 DEFENSE PENTAGON

WASHINGTON, DC 20301-1155

Sources Sought Announcement Notice

Information Management & Technology (IM&T) Directorate of the Defense Security Cooperation Agency (DSCA)

ServiceNow® Development Follow-On Support Services

Request for Information—

Reference No. HQ003422R0044

The Washington Headquarters Services (WHS) Acquisition Directorate (AD) is conducting market research to locate qualified, experienced and interested vendors to provide brand name ServiceNow® Development Support Services for the Information Management and Technology (IM&T) Directorate of the Defense Security Cooperation Agency (DSCA).

Introduction: WHS/AD is seeking information on behalf of DSCA for potential sources to provide brand name ServiceNow® software, or ServiceNow® Development Support Services, for purposes of the requirement name.

This Sources Sought Notice is for informational purposes only. This is not a request for proposal. It does not constitute a solicitation and shall not be construed as a commitment by the government. This notice neither constitutes a Request for Proposal (RFP), nor does it restrict Washington Headquarters Services, Acquisition Directorate (WHS/AD) to the ultimate acquisition approach. No contract will be awarded from this announcement. No reimbursement will be made for any cost associated with providing information in response to this announcement. At this time no solicitation exists. Therefore, please do not request a copy of the solicitation or Performance Work Statement (PWS). Responses in any form are not offers.

Background: The Defense Security Cooperation Agency (DSCA) has a responsibility to execute the Department of Defense (DoD) Security Cooperation (SC) programs. To do so, the DSCA directs, administers, provides guidance, and IT Support services to the DoD components and DoD representatives to US missions in conjunction with the SC programs. SC comprises all activities undertaken by the Department of Defense to encourage and enable international partners to work with the United States to achieve strategic objectives. SC is an important tool of national security and foreign policy, and is an integral element of the DoD mission. The agency also manages multiple complex funding streams, both US and non-US; maintains an IT infrastructure to link the entire community; and educates and trains the USG, industry, and partners in SC. On a worldwide scope, DSCA supports Security Cooperation Offices in 145 countries, 64,100 students in training from 160 countries, and there are 13,000 active cases. The most well-known, and largest, program that the DSCA manages is Foreign Military Sales (FMS), which is the resource that used to sell defense articles, services, and training to partners. The Agency wants to transform the way its SC partners are serviced by our Information Management and Technology (IM&T), Business Services Division (BSD) by replacing the internal Manage Engine ticketing tool currently being utilized in the DSCA Mechanicsburg office and allowing multi-location use of a new customer service ticketing tool: ServiceNow®. All applications that reside within the Information Technology Services Management (ITSM) and Information Technology Business Management (ITBM) suites of ServiceNow® will be deployed to support SC mission requirements. During initial research of the ServiceNow® ITSM suite, the scope of use cases expanded from only incident management to a three-epic approach designed to implement the entirety of the ITSM and ITBM suite of applications and all platform capabilities. The following will explore the breadth of implementation requirements and the scope of the current epic approach. DSCA requires three items: licensing, hosting, and development to ensure proper management of ServiceNow®, DSCA has created a team of employees referred to as the ServiceNow® Integrated Product Team (IPT). This team has full oversight of the new ServiceNow® product, its epic implementations, and its technological requirements throughout the lifecycle of each development, deployment, training, sustainment and operations phase.

Objective: The objective of this effort is to replace existing enterprise IT management software. IM&T is transforming the way DSCA provides service to its workforce and the international SC community. The Government expects ServiceNow® to enable a wide variety of personnel to operate more effectively and more quickly from a central web-based IT management solution. IM&T currently utilizes an instance of ManageEngine, which is, hosted on-premises at the Government’s Mechanicsburg office; the Government seeks to replace this software with ServiceNow®.

The Government seeks to establish a cloud-based IT Management solution. ServiceNow® is a Federal Risk and Authorization Management Program (FedRAMP) authorized Software as a Service (SaaS) offering which is hosted within SN’s Government Community Cloud (GCC) and pre-authorized at Impact Level 4 (IL4) as defined in the DoD Cloud Computing Security Requirements Guide (SRG) when the Defense Information Systems Agency (DISA) Cloud Access Point (CAP) protected platform is utilized.

Currently separate software is required for each Government facility, IM&T intends to utilize ServiceNow®’s subscription-based, to combine the Service Desk operations, eliminating the need for redundant systems a various DCSA facilities.

Additionally, IM&T seeks to utilize several expanded capabilities of the ServiceNow® platform including IT Service Management (ITSM) IT Business Management (ITBM), IT Financial Management (ITFM), Knowledge Management (KM), Security Operations (SecOps), and Governance Risk and Compliance (GRC). IM&T will organize and implement these components and modules incrementally.

Scope: The intent of this requirement is to implement and operationalize ServiceNow® in support of the DSCA enterprise. The Government has established hosting for ServiceNow® at within the GCC and behind a DISA CAP for three (3) instances of SN—Development (DEV), Testing (TEST), and Production (PROD).

This requirement shall implement ServiceNow® for the Government to accommodate both its personnel and mission partners making it an enterprise operational capability.

The Contractor shall assist the Government with establishing the ServiceNow® software for use with the following modules along with training and usage documentation:

• Platform Suite (Core System) Setup, CMDB configuration, and Operations Management Proof of

Concept

• Incident Management, Service Catalog, and Request Management

• Business Management, Idea/Demand Management

• Financial Management

• Knowledge Management

• Automated SAAR Processing

• Budget Formulation Tool

• Enterprise Architecture

• Cyber Security

Security Clearance: The classification of work described in this requirement is UNCLASSIFIED. In accordance with DoD 5220.22–R and the Privacy Act of 1974, all Contractor positions working under this requirement are designated Automated Data Processing Level III (ADP-III / IT-3).

Anticipated Period of Performance: One (1) Base Period of 12 months and two (2) 12-month option periods.

Place of Performance: The anticipated work is to be performed at Contractor location. There are times that the Contractor Staff may be required to attend meetings including working groups, projection and organization requirement sessions. This will account for 15% of total contract workload and can be performed at DSCA headquarters, Arlington, VA and NSA Mechanicsburg, PA locations.

Anticipated Contract Type: Hybrid contract type of Firm Fixed Price (FFP), Labor Hours (LH) and Time and Materials (T&M)

NAICS: The anticipated North American Industry Classification System Code (NAICS) for this requirement is 511210 – “Software Publishers”

Estimated Dollar Value: Not applicable.

Submission Details: Interested businesses having the capabilities necessary to provide the specified services may submit capability statements (no more than eight (8) pages, cover page not included in page limit) demonstrating their ability to perform the specific tasks listed to the following shall submit their interest and capability statement(s) to the following WHS NCR AD Mailbox DSCA Group below:

WHS NCR AD Mailbox DSCA Group: whs.ncr.ad.mbx.dsca-group@mail.mil

The Subject Line should state the following: Sources Sought Response DSCA ServiceNow® Development Support Services: HQ0034-22-R-0044

Respondents may email questions regarding this notice by: 4:00pm (ET), 12 January 2022

Capability Statements must be submitted no later than: 4:00pm (ET), 12 January 2022, Capability statements will not be returned. No telephone requests will be honored.

Please provide the following information:

1) A brief five to eight page synopsis of similar work performed. Submissions shall be in MS Word or PDF format;

2) How your company can support each of the specific modules and training/usage referenced under the Scope section above;

3) Company Name & Address;

4) Company Web Page;

5) Company Primary Point of Contact Name, Business Title, Email & Telephone Number;

6) NAICS codes associated with the company;

7) Recommended/suggested NAICS codes for this effort, Additional Information on NAICS codes can be found at www.sba.gov;

8) Business Classification / Socio-Economic Status under NAICS Code 511210 – “Software Publishers”

9) DUNS and CAGE Code Number;

10) Identify contracts your company has been awarded under NAICS: 511210 – “Software Publishers”, at a minimum, please include – Contract Number, Contract Vehicles, Contract Award Amount, and Period of Performance;

11) Number of contracts currently held with the Government;

12) References (including contact information; Point of Contact name, email address and phone number) of individuals who can verify the demonstrated capabilities identified in the responses;

13) Contract vehicles that would be available to the Government for the procurement of these services to include General Service Administration (GSA) Schedules, Federal Supply Schedules (FSS), or any other Government Agency contract vehicle. (This information is for market research only and does not preclude your company from responding to this notice.);

As applicable, provide any additional information on services that the company provides along with a brief description of the approach the company would take in providing the services contemplated in this Sources Sought.

Proprietary information and trade secrets shall NOT be submitted as part of a response. Please be advised that all submissions become Government property and will not be returned. The Government shall not be held liable for any damages incurred if proprietary information is submitted, as it is clearly stated this type of information shall NOT be submitted.