CORHQ-24-R-0422.pdf

SOLICITATION/AWARD

OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, & 30

1. REQUISITION NUMBER PAGE 1 OF

2. CONTRACT NO. 3. AWARD/EFFECTIVE

DATE

4. ORDER NUMBER 5. SOLICITATION NUMBER 6. SOLICITATION ISSUE

DATE

7. FOR SOLICITATION

INFORMATION CALL:

a. NAME b. CONTACT INFORMATION 8. OFFER DUE DATE/

LOCAL TIME

9. ISSUED BY

13b. N/A

14. METHOD OF SOLICITATION

CODE

15. DELIVER TO 16. ADMINISTERED BY CODE

18a. PAYMENT WILL BE MADE BY CODE17a. CONTRACTOR/

OFFEROR

CODE

FACILITY

CODE

CODE

TELEPHONE NO.

17b. CHECK IF REMITTANCE IS DIFFERENT AND PUT SUCH ADDRESS IN

OFFER

18b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18a UNLESS BLOCK

BELOW IS CHECKED

RFQ RFP

Price only

SEE ADDENDUM

19.

ITEM NO.

20.

SCHEDULE OF SUPPLIES/SERVICES

21.

QTY

22.

UNIT

23.

UNIT PRICE

24.

AMOUNT

(Use Reverse and/or Attach Additional Sheets as Necessary)

25. N/A 26. TOTAL AWARD AMOUNT (For Govt. Use Only)

28. CONTRACTOR IS REQUIRED TO SIGN THIS DOCUMENT AND RETURN

DELIVER ALL ITEMS SET FORTH OR OTHERWISE IDENTIFIED ABOVE AND ON ANY ADDITIONAL

SHEETS SUBJECT TO THE TERMS AND CONDITIONS SPECIFIED

29. AWARD OF CONTRACT: REF.

YOUR OFFER ON SOLICITATION

(BLOCK 5), INCLUDING ANY ADDITIONS OR CHANGES WHICH ARE SET FORTH

HEREIN, IS ACCEPTED AS TO ITEMS:

30a. SIGNATURE OF OFFEROR/CONTRACTOR

30b. NAME AND TITLE OF SIGNER (Type or print) 30c. DATE SIGNED

31a. FEDERAL DEPOSIT INSURANCE CORPORATION (SIGNATURE OF CO)

31b. NAME OF CONTRACTING OFFICER (Type or print) 31c. DATE SIGNED

FDIC 3700/55 (3-08)

10. SOCIO-ECONOMIC STATUS

NO

NAICS:

ETHNICITY:

COPIES TO ISSUING OFFICE. CONTRACTOR AGREES TO FURNISH AND

OFFER

13a. SUB-CONTRACTING

PERMITTED/APPROVED

YES

SDB

MWOB

SERVICE-DISABLED VETERAN-

OWNED SMALL BUSINESS

11. DELIVERY FOR FOB DESTINA-

TION UNLESS BLOCK IS

MARKED

SEE SCHEDULE

12. DISCOUNT TERMS

YES NO

YES NO

27a. SOLICITATION INCLUDES ATTACHMENTS 27b. AWARD INCLUDES ATTACHMENTS

RFI RFP

Best Value

CORHQ-24-R-0422

19.

ITEM NO.

20.

SCHEDULE OF SUPPLIES/SERVICES

21.

QTY

22.

UNIT

23.

UNIT PRICE

24.

AMOUNT

32a. QUANTITY IN COLUMN 21 HAS BEEN

RECEIVED INSPECTED ACCEPTED, AND CONFORMS TO THE CONTRACT, EXCEPT AS NOTED:

41a. I CERTIFY THIS ACCOUNT IS CORRECT AND PROPER FOR PAYMENT

32b. SIGNATURE OF AUTHORIZED GOVERNMENT

REPRESENTATIVE

32c. DATE

41b. SIGNATURE AND TITLE OF CERTIFYING OFFICER 41c. DATE

42a. RECEIVED BY (Print)

42b. RECEIVED AT (Location)

42c. DATE REC'D (YY/MM/DD) 42d. TOTAL CONTAINERS

40. PAID BY

32d. PRINTED NAME AND TITLE OF AUTHORIZED GOVERNMENT

REPRESENTATIVE

32e. MAILING ADDRESS OF AUTHORIZED GOVERNMENT REPRESENTATIVE 32f. TELPHONE NUMBER OF AUTHORZED GOVERNMENT REPRESENTATIVE

32g. E-MAIL OF AUTHORIZED GOVERNMENT REPRESENTATIVE

33. SHIP NUMBER 34. VOUCHER NUMBER 35. AMOUNT VERIFIED

CORRECT FOR

PARTIAL FINAL

37. CHECK NUMBER

38. S/R ACCOUNT NO. 39. S/R VOUCHER NUMBER

36. PAYMENT

COMPLETE PARTIAL FINAL

FDIC 3700/55 (3-08)

Section B - Supplies or Services and Prices/Costs

Attachments for this section start after this page.

Section B - Supplies or Services and Prices/Costs PAGE 3 OF 158

Basic Ordering Agreement Pricing Workbook

Vendor Name:

Date:

CONTRACT ROLE LABOR CATEGORY LABOR CATEGORY DESCRIPTION

Senior Operations System Administrator Senior ServiceNow Administrator ServiceNow Architect ServiceNow Implementation Specialist Project Manager Senior Developer Developer Tester Subject Matter Expert (SME) Business Analyst Training Specialist

LABOR CATEGORY DESCRIPTION MAPPING

Contract Role/Contractor Labor Categories Mapping

Directions: The Offeror shall map their proposed Labor Categories to the Government BOA Roles.

-The Offeror shall enter the proposed Labor Category in Column B that corresponds to the Contract Role listed in Column A.

-The Offeror shall enter the description of the proposed labor category in Column C that corresponds to the Labor Category in Column B. The description should directly align with a labor category description as outlined in BOA Attachment 1 - Personnel Skills and Relevant Experience.

ServiceNow Services Basic Ordering Agreement (BOA)

The Government is in need of labor categories that are comparable to the BOA Roles outlined below within this Pricing Workbook. The Government provided roles are solely based on what is anticipated for the work described in the

BOA Statement of Objectives (SOO) of the Solicitation.

Section B - Supplies or Services and Prices/Costs PAGE 4 OF 158

Contract Role Proposed Contractor Labor Category Labor Rate % Discount Proposed Rate

Government Predetermined Labor Hours (FOR EVALUATION PURPOSES ONLY) To establish a total price for each LCAT’s rate proposed by each Offeror, the Price Evaluation Team will apply an pre-determined number of hours for each LCAT role to each proposed and mapped LCAT rates from each Offeror.

Total Price for Labor Category

(FOR EVALUATION PURPOSES ONLY)

(To be caluclated by the Government)

Senior Operations System Administrator To be Proposed (TBP) TBP TBP #VALUE!

Senior ServiceNow Administrator To be Proposed (TBP) TBP TBP #VALUE!

ServiceNow Architect To be Proposed (TBP) TBP TBP #VALUE!

ServiceNow Implementation Specialist To be Proposed (TBP) TBP TBP #VALUE!

Project Manager To be Proposed (TBP) TBP TBP #VALUE!

Senior Developer To be Proposed (TBP) TBP TBP #VALUE!

Developer To be Proposed (TBP) TBP TBP #VALUE!

Tester To be Proposed (TBP) TBP TBP #VALUE!

Subject Matter Expert (SME) To be Proposed (TBP) TBP TBP #VALUE!

Business Analyst To be Proposed (TBP) TBP TBP #VALUE!

Training Specialist To be Proposed (TBP) TBP TBP #VALUE!

ServiceNow Services

Base Period of Performance 12 Months

Base Period Total Evaluated Value

Basic Ordering Agreement (BOA) Pricing Workbook

This BOA Pricing Tab will become the Offeror's Rate Card

Vendor: Date:

Section B - Supplies or Services and Prices/Costs PAGE 5 OF 158

ServiceNow Services

Basic Ordering Agreement (BOA) Pricing Workbook

This BOA Pricing Tab will become the Offeror's Rate Card

Vendor: Date:

Contract Role Proposed Contractor Labor Category Labor Rate % Discount Proposed Rate Government Predetermined Labor Hours

(FOR EVALUATION PURPOSES ONLY)

Total Price for Labor Category

(FOR EVALUATION PURPOSES ONLY)

(To be caluclated by the Government) Senior Operations System Administrator To be Proposed (TBP) TBP TBP #VALUE!

Senior ServiceNow Administrator To be Proposed (TBP) TBP TBP #VALUE!

ServiceNow Architect To be Proposed (TBP) TBP TBP #VALUE!

ServiceNow Implementation Specialist To be Proposed (TBP) TBP TBP #VALUE!

Project Manager To be Proposed (TBP) TBP TBP #VALUE!

Senior Developer To be Proposed (TBP) TBP TBP #VALUE!

Developer To be Proposed (TBP) TBP TBP #VALUE!

Tester To be Proposed (TBP) TBP TBP #VALUE!

Subject Matter Expert (SME) To be Proposed (TBP) TBP TBP #VALUE!

Business Analyst To be Proposed (TBP) TBP TBP #VALUE!

Training Specialist To be Proposed (TBP) TBP TBP #VALUE!

Contract Role Proposed Contractor Labor Category Labor Rate % Discount Proposed Rate Government Predetermined Labor Hours

(FOR EVALUATION PURPOSES ONLY)

Total Price for Labor Category

(FOR EVALUATION PURPOSES ONLY)

(To be caluclated by the Government) Senior Operations System Administrator To be Proposed (TBP) TBP TBP #VALUE!

Senior ServiceNow Administrator To be Proposed (TBP) TBP TBP #VALUE!

ServiceNow Architect To be Proposed (TBP) TBP TBP #VALUE!

ServiceNow Implementation Specialist To be Proposed (TBP) TBP TBP #VALUE!

Project Manager To be Proposed (TBP) TBP TBP #VALUE!

Senior Developer To be Proposed (TBP) TBP TBP #VALUE!

Developer To be Proposed (TBP) TBP TBP #VALUE!

Tester To be Proposed (TBP) TBP TBP #VALUE!

Subject Matter Expert (SME) To be Proposed (TBP) TBP TBP #VALUE!

Business Analyst To be Proposed (TBP) TBP TBP #VALUE!

Training Specialist To be Proposed (TBP) TBP TBP #VALUE!

Contract Role Proposed Contractor Labor Category Labor Rate % Discount Proposed Rate Government Predetermined Labor Hours

(FOR EVALUATION PURPOSES ONLY)

Total Price for Labor Category

(FOR EVALUATION PURPOSES ONLY)

(To be caluclated by the Government) Senior Operations System Administrator To be Proposed (TBP) TBP TBP #VALUE!

Senior ServiceNow Administrator To be Proposed (TBP) TBP TBP #VALUE!

ServiceNow Architect To be Proposed (TBP) TBP TBP #VALUE!

ServiceNow Implementation Specialist To be Proposed (TBP) TBP TBP #VALUE!

Project Manager To be Proposed (TBP) TBP TBP #VALUE!

Senior Developer To be Proposed (TBP) TBP TBP #VALUE!

Developer To be Proposed (TBP) TBP TBP #VALUE!

Tester To be Proposed (TBP) TBP TBP #VALUE!

Subject Matter Expert (SME) To be Proposed (TBP) TBP TBP #VALUE!

Business Analyst To be Proposed (TBP) TBP TBP #VALUE!

Training Specialist To be Proposed (TBP) TBP TBP #VALUE!

Contract Role Proposed Contractor Labor Category Labor Rate % Discount Proposed Rate Government Predetermined Labor Hours

(FOR EVALUATION PURPOSES ONLY)

Total Price for Labor Category

(FOR EVALUATION PURPOSES ONLY)

(To be caluclated by the Government) Senior Operations System Administrator To be Proposed (TBP) TBP TBP #VALUE!

Senior ServiceNow Administrator To be Proposed (TBP) TBP TBP #VALUE!

ServiceNow Architect To be Proposed (TBP) TBP TBP #VALUE!

ServiceNow Implementation Specialist To be Proposed (TBP) TBP TBP #VALUE!

Project Manager To be Proposed (TBP) TBP TBP #VALUE!

Senior Developer To be Proposed (TBP) TBP TBP #VALUE!

Developer To be Proposed (TBP) TBP TBP #VALUE!

Tester To be Proposed (TBP) TBP TBP #VALUE!

Subject Matter Expert (SME) To be Proposed (TBP) TBP TBP #VALUE!

Business Analyst To be Proposed (TBP) TBP TBP #VALUE!

Training Specialist To be Proposed (TBP) TBP TBP #VALUE!

Contract Role Proposed Contractor Labor Category Labor Rate % Discount Proposed Rate Government Predetermined Labor Hours

(FOR EVALUATION PURPOSES ONLY)

Total Price for Labor Category

(FOR EVALUATION PURPOSES ONLY)

(To be caluclated by the Government) Senior Operations System Administrator To be Proposed (TBP) TBP TBP #VALUE!

Senior ServiceNow Administrator To be Proposed (TBP) TBP TBP #VALUE!

ServiceNow Architect To be Proposed (TBP) TBP TBP #VALUE!

ServiceNow Implementation Specialist To be Proposed (TBP) TBP TBP #VALUE!

Project Manager To be Proposed (TBP) TBP TBP #VALUE!

Senior Developer To be Proposed (TBP) TBP TBP #VALUE!

Developer To be Proposed (TBP) TBP TBP #VALUE!

Tester To be Proposed (TBP) TBP TBP #VALUE!

Subject Matter Expert (SME) To be Proposed (TBP) TBP TBP #VALUE!

Business Analyst To be Proposed (TBP) TBP TBP #VALUE!

Training Specialist To be Proposed (TBP) TBP TBP #VALUE!

Contract Role Proposed Contractor Labor Category Labor Rate % Discount Proposed Rate Government Predetermined Labor Hours

(FOR EVALUATION PURPOSES ONLY)

Total Price for Labor Category

(FOR EVALUATION PURPOSES ONLY)

(To be caluclated by the Government) Senior Operations System Administrator To be Proposed (TBP) TBP TBP #VALUE!

Option Period III 12 Months

Option Period VI 12 Months

Option Period I 12 Months

Option Period I Total Evaluated Value

Option Period V 12 Months

Option Period V Total Evaluated Value

Option Period IV 12 Months

Option Period IV Total Evaluated Value

Option Period II 12 Months

Option Period III Total Evaluated Value

Option Period II Total Evaluated Value

Section B - Supplies or Services and Prices/Costs PAGE 6 OF 158

Basic Ordering Agreement (BOA) Pricing Workbook

This BOA Pricing Tab will become the Offeror's Rate Card

Vendor: Date:

Senior ServiceNow Administrator To be Proposed (TBP) TBP TBP #VALUE!

ServiceNow Architect To be Proposed (TBP) TBP TBP #VALUE!

ServiceNow Implementation Specialist To be Proposed (TBP) TBP TBP #VALUE!

Project Manager To be Proposed (TBP) TBP TBP #VALUE!

Senior Developer To be Proposed (TBP) TBP TBP #VALUE!

Developer To be Proposed (TBP) TBP TBP #VALUE!

Tester To be Proposed (TBP) TBP TBP #VALUE!

Subject Matter Expert (SME) To be Proposed (TBP) TBP TBP #VALUE!

Business Analyst To be Proposed (TBP) TBP TBP #VALUE!

Training Specialist To be Proposed (TBP) TBP TBP #VALUE!

Option Period VI Total Evaluated Value

TOTAL OVERALL EVALUATED BOA VALUE

Section B - Supplies or Services and Prices/Costs PAGE 7 OF 158

Task Order 1 Pricing Workbook

Contract Role BOA Labor Rate

(LR)

Discount Discounted LR

Senior Operations System Administrator $TBP %TBP #VALUE!

Senior ServiceNow Administrator $TBP %TBP #VALUE!

ServiceNow Architect $TBP %TBP #VALUE!

ServiceNow Implementation Specialist $TBP %TBP #VALUE!

Project Manager $TBP %TBP #VALUE!

Senior Developer $TBP %TBP #VALUE!

Developer $TBP %TBP #VALUE!

Tester $TBP %TBP #VALUE!

Subject Matter Expert (SME) $TBP %TBP #VALUE!

Business Analyst $TBP %TBP #VALUE!

Training Specialist $TBP %TBP #VALUE!

Contract Role BOA Labor Rate

(LR)

Discount Discounted LR

Senior Operations System Administrator $TBP %TBP #VALUE!

Senior ServiceNow Administrator $TBP %TBP #VALUE!

ServiceNow Architect $TBP %TBP #VALUE!

ServiceNow Implementation Specialist $TBP %TBP #VALUE!

Project Manager $TBP %TBP #VALUE!

Senior Developer $TBP %TBP #VALUE!

Developer $TBP %TBP #VALUE!

Tester $TBP %TBP #VALUE!

Subject Matter Expert (SME) $TBP %TBP #VALUE!

Business Analyst $TBP %TBP #VALUE!

Training Specialist $TBP %TBP #VALUE!

Contract Role BOA Labor Rate

(LR)

Discount Discounted LR

Senior Operations System Administrator $TBP %TBP #VALUE!

Senior ServiceNow Administrator $TBP %TBP #VALUE!

ServiceNow Architect $TBP %TBP #VALUE!

ServiceNow Implementation Specialist $TBP %TBP #VALUE!

Option Period II 12 Months

Base Period of Performance 12 Months

Option Period I 12 Months

ServiceNow Services

Task Order 1 Pricing Workbook

Vendor:

Date:

Section B - Supplies or Services and Prices/Costs PAGE 8 OF 158

Vendor:

Date:

Project Manager $TBP %TBP #VALUE!

Senior Developer $TBP %TBP #VALUE!

Developer $TBP %TBP #VALUE!

Tester $TBP %TBP #VALUE!

Subject Matter Expert (SME) $TBP %TBP #VALUE!

Business Analyst $TBP %TBP #VALUE!

Training Specialist $TBP %TBP #VALUE!

Contract Role BOA Labor Rate

(LR)

Discount Discounted LR

Senior Operations System Administrator $TBP %TBP #VALUE!

Senior ServiceNow Administrator $TBP %TBP #VALUE!

ServiceNow Architect $TBP %TBP #VALUE!

ServiceNow Implementation Specialist $TBP %TBP #VALUE!

Project Manager $TBP %TBP #VALUE!

Senior Developer $TBP %TBP #VALUE!

Developer $TBP %TBP #VALUE!

Tester $TBP %TBP #VALUE!

Subject Matter Expert (SME) $TBP %TBP #VALUE!

Business Analyst $TBP %TBP #VALUE!

Training Specialist $TBP %TBP #VALUE!

Contract Role BOA Labor Rate

(LR)

Discount Discounted LR

Senior Operations System Administrator $TBP %TBP #VALUE!

Senior ServiceNow Administrator $TBP %TBP #VALUE!

ServiceNow Architect $TBP %TBP #VALUE!

ServiceNow Implementation Specialist $TBP %TBP #VALUE!

Project Manager $TBP %TBP #VALUE!

Senior Developer $TBP %TBP #VALUE!

Developer $TBP %TBP #VALUE!

Tester $TBP %TBP #VALUE!

Subject Matter Expert (SME) $TBP %TBP #VALUE!

Business Analyst $TBP %TBP #VALUE!

Training Specialist $TBP %TBP #VALUE!

Option Period III 12 Months

Option Period IV 12 Months

Section B - Supplies or Services and Prices/Costs PAGE 9 OF 158

Vendor:

Date:

Contract Role BOA Labor Rate

(LR)

Discount Discounted LR

Senior Operations System Administrator $TBP %TBP #VALUE!

Senior ServiceNow Administrator $TBP %TBP #VALUE!

ServiceNow Architect $TBP %TBP #VALUE!

ServiceNow Implementation Specialist $TBP %TBP #VALUE!

Project Manager $TBP %TBP #VALUE!

Senior Developer $TBP %TBP #VALUE!

Developer $TBP %TBP #VALUE!

Tester $TBP %TBP #VALUE!

Subject Matter Expert (SME) $TBP %TBP #VALUE!

Business Analyst $TBP %TBP #VALUE!

Training Specialist $TBP %TBP #VALUE!

Contract Role BOA Labor Rate

(LR)

Discount Discounted LR

Senior Operations System Administrator $TBP %TBP #VALUE!

Senior ServiceNow Administrator $TBP %TBP #VALUE!

ServiceNow Architect $TBP %TBP #VALUE!

ServiceNow Implementation Specialist $TBP %TBP #VALUE!

Project Manager $TBP %TBP #VALUE!

Senior Developer $TBP %TBP #VALUE!

Developer $TBP %TBP #VALUE!

Tester $TBP %TBP #VALUE!

Subject Matter Expert (SME) $TBP %TBP #VALUE!

Business Analyst $TBP %TBP #VALUE!

Training Specialist $TBP %TBP #VALUE!

Option Period VI 12 Months

Option Period V 12 Months

Section B - Supplies or Services and Prices/Costs PAGE 10 OF 158

Section C - Description/Specifications/Work Statement

Attachments for this section start after the clauses.

Clauses Incorporated By Reference

Clause # Title Date

No reference clauses were found for this section.

Full Text Clauses

7.3.2-21 - Description/Specifications/Work Statement - October 2008 The description of the goods or services being acquired is as follows:

The overall scope of the multiple-award BOA includes support for operating, maintaining, enhancing, researching, analyzing, and implementing existing and new capabilities on the ServiceNow platform in support of the FDIC mission. This includes, but is not limited to, project management, organizational change management, architecture and design, business process analysis, mapping, configuration, development, testing, deployment, training, and knowledge transfer.

The scope of Task Order 1 is within the BOA Functional Area #2: Product Management and includes the operation, maintenance, enhancement, and configuration of new capabilities delivered within the following suites.

1. IT Operations Management

2. Asset Management

The specifications for and the description of the work to be performed under this award are fully detailed the

Statement of Objectives.

7.3.2-34 - Duty to Deliver or Perform - July 2008 Contractor agrees to perform the services (the "Services") or provide the goods (the "Goods"), in accordance with the terms and conditions set forth herein and in any attachments to the contract.

7.3.2-38 - Scope of Service - Task Orders - July 2008 Contractor personnel providing support under this BOA and resulting Task Order awards will perform technical functions, sometimes under strict deadlines, as well as assist in enforcing structure and standards for FDIC staff.

The goods or services the FDIC requires are described in the Statement of Objectives (SOO) included in this solicitation.

The term "proposal" as may be used in this document refers to the written offer, written information, oral response, and pricing information. Each of the elements is further described in Section L, Instructions, Conditions, and Notices to

Offerors, of this solicitation.

Section C - Description/Specifications/Work Statement PAGE 11 OF 158

ServiceNow Services Basic Ordering Agreement (BOA)

Statement of Objectives (SOO)

1 INTRODUCTION

The Federal Deposit Insurance Corporation (FDIC) intends to award a Basic Ordering Agreement (BOA) to multiple ServiceNow Consulting and Implementation partners that are Premier level or higher to provide certified ServiceNow expertise to support the operations, maintenance, and enhancements of existing ServiceNow capabilities as well as implementation of new capabilities operating on the platform. The intent of this procurement is to maximize FDIC’s capability to have certified ServiceNow resources with the right experience available at the right time to support ongoing programs and initiatives, new capabilities, and increased surge in demand.

2 BACKGROUND

The mission of FDIC’s Chief Information Officer Organization (CIOO) is to provide scalable, efficient technology that enables continuous access to data securely. In support of this mission, FDIC established ServiceNow as an enterprise platform in 2016 and has since implemented six product suites across the ServiceNow platform.

The use of cloud platforms like ServiceNow is a key component of the FDIC’s ongoing IT Modernization Program, which emphasizes accelerated cloud adoption to support mission needs.

The IT Modernization Program is intended to align the FDIC’s IT program with key Federal priorities, including the Federal Cloud Smart Strategy. Under the program, the Division of Information Technology (DIT) is migrating the FDIC’s IT systems and data from legacy on-premise data centers to cloud platforms where the systems and data can be modernized to enhance their capabilities, scalability, security, and resiliency. DIT expects to continue expanding the use of ServiceNow to support core mission business activities for the long term.

The FDIC Target State for ServiceNow is to achieve a maturity level of “Managed and Measurable” for every core component of the ServiceNow platform the agency is using, which includes:

1. IT Service & Operations Management (Core IT operational support management, e.g.

Service Desk, Service Catalog, Performance Indicators, Event Management, and Infrastructure Configuration Management)

2. Strategic Portfolio, Program and Project Management, including agile based methods.

(Managing priorities, sequencing, and work of the organization).

3. Workplace Service Delivery (Facility space inventory, utilization, and workplace requests).

4. Security Operations and Integrated Risk Management (Security incident and vulnerability response, Insider threat, and Governance Risk and Compliance)

5. Human Resource Service Delivery (Benefits, Onboarding, Transitions, Career Management, Pre-Exit Clearance, Employee Labor Relations)

Section C - Description/Specifications/Work Statement PAGE 12 OF 158

6. Enterprise Asset Management (Hardware, Software, Subscriptions, Cloud, and Physical Inventories)

7. Low Code Application Development for processes with a defined solution not already available.

The platform is integrated with a number of key operational workflows and processes for multiple divisions that need to be maintained and improved upon. For those operational workflows that have not been connected through modern technology options, the contracts awarded for this support will create that connective tissue. Our efforts to centralize inventories of services, applications, assets, and operational processes, will continue provide consistent and reliable sources of information to drive decisions, evaluate workloads, and improve direct access to employees to locate what they need and what level of service to expect.

3 SCOPE

The overall scope of this multiple-award BOA includes support for operating, maintaining, enhancing, researching, analyzing, and implementing existing and new capabilities on the ServiceNow platform in support of the FDIC mission. This includes, but is not limited to project management, organizational change management, architecture and design, business process analysis, mapping, configuration, development, testing, deployment, training, and knowledge transfer.

4 OBJECTIVES

This BOA will allow for the acquisition of ServiceNow services that sustain, develop, and further enhance FDIC’s ServiceNow platform. The professional services shall encompass a full range of architectural, system integration, engineering, technical, training, and program support services necessary to develop new capabilities, maintain current offerings, enhance existing, and evaluating to-be-determined ServiceNow services.

The ServiceNow BOA shall achieve the following:

1) Ensure highly skilled, certified, and experienced personnel are available, accessible, and easily acquired for all current and future features and capabilities available with the platform.

2) Accelerate the speed of adoption by delivering:

• Quantifiable value to customers within days or weeks of a request by capitalizing on available ServiceNow features.

• A reliable and trusted source of high fidelity, real time information to facilitate decision making.

• Deliver business process improvements across the platform that can embraced and championed by the vast majority of end users and stakeholders.

3) Ensure the user experience is desirable and well received by user communities with

Section C - Description/Specifications/Work Statement PAGE 13 OF 158 excellent customer satisfaction scores.

4) Ensure the FDIC’s investment in the ServiceNow platform delivers on the expected business benefits in a cost-effective and efficient manner that minimizes technical debt.

5) Provide continuous improvement to the management and operation of the platform to achieve the most efficient and effective processes.

6) Comply with all federal and FDIC security, data, and privacy regulations, controls, policies, and mandates to protect data confidentiality, integrity, availability, and prevent misuse from internal and external threats.

7) Maximize the use of ServiceNow platform features(e.g. Agile 2.0, Strategic Portfolio Management, DevSecOps) by establishing, implementing, and utilizing these features to manage, monitor, and report on the work required to rapidly deliver robust, secure, and stable business-focused value.

8) Ensure ServiceNow platform health remains within an optimal range as assessed by ServiceNow.

5 REQUIREMENTS

The contractor will be responsible for providing all professional services to include but not limited to management, supervision, personnel, supplies, materials, and equipment (except for Government furnished items, if any) deemed necessary to accomplish the ServiceNow support as identified herein and as detailed in task orders issued against the BOA. The contractor will provide consulting and implementation support for a minimum of one or more of the nine (9) ServiceNow product suites currently in use at the FDIC as well as be able to support future ServiceNow offerings. The current environment includes the following: IT Service Management, IT Asset Management, Now Platform App Engine, HR Service Delivery, IT Operations, Workplace Service Delivery, Strategic Portfolio Management, Security Operations, Integrated Risk Management, and Customer Service Management. The current ServiceNow roadmap will be provided upon award to all BOA awardees.

In providing support, vendors shall maximize the use of full lifecycle automation and self-service capabilities, including federated development. Data duplication shall be minimized, and technical controls shall be implemented to ensure data integrity and reliability. The contractor shall follow FDIC approved change processes but are encouraged to make recommendations and apply authorized enhancements to the process.

Vendors are expected to meet the following requirements in order to receive a BOA award:

1. Premier level or higher partnership with ServiceNow.

2. Effective practices to hire and develop professionals with current certifications within one or more of the ServiceNow product suites.

3. Effective retention and hiring practices of ServiceNow professionals.

Section C - Description/Specifications/Work Statement PAGE 14 OF 158

4. Highly satisfied customers with ServiceNow product and services delivered by the vendor.

5. Effective and proven practices for managing and reducing the technical debt on the platform.

6. Effective and proven practices for delivering ServiceNow features and capabilities iteratively, incrementally, with frequent release cadences, and effective business value metrics.

7. Effective and proven practices using the features of ServiceNow Strategic Portfolio Management applications managing teams and workstreams.

8. Effective and proven practices for maintaining data integrity and reliability across all processes and workflows within the platform.

9. Effective and proven practices for ensuring platform health against ServiceNow defined key performance criteria.

10. Experienced and certified ServiceNow architect(s).

6 PERSONNEL REQUIREMENTS

Contractor personnel must be U.S Citizens and will be required to sign the FDIC’s Confidentiality Agreement. Contractor personnel shall have the required qualifications, knowledge, skills, and experience to perform the work assigned under any task order(s) awarded.

All work shall be performed in a skillful and professional manner.

7 TRANSITION

The Contractor shall submit a Transition Plan that describes the process, details, and schedule for an orderly transition during the task order transition period. A transition plan shall be submitted for both onboarding onto the task order and transitioning work to another Contractor upon end of the period of performance. The objectives of the Transition Plan are: to minimize the impacts on continuity of operations; maintain communication with staff and affected communities; identify key issues; and overcome barriers to a successful transition (both onboarding and transitioning work). Specific transition plan requirements will be identified in each task order.

At a minimum, the Contractor’s transitioning duties must include:

• Performing due diligence to ensure that all the transition activities are identified, negotiated, and completed during the transition period.

• Establishing a transition team capable of providing overall management and logistical support of all transition activities (both onboarding onto the task order and transitioning at the end of the task order period of performance).

• Developing a resource-loaded project management schedule with milestones and measurable commitments for the transition.

• Reporting on transition status to the TM and OM at periodic meetings (at a minimum weekly) and through regular written status reports.

Section C - Description/Specifications/Work Statement PAGE 15 OF 158

The activities performed by the Transition Team shall begin on the effective date of the task order. The contractor shall meet the transition in and out requirements as stated in each task order.

8 PLACE OF PERFORMANCE

Work will be performed at the FDIC facilities, or at Contractor facilities, either on site or remotely within the United States, as specified in the task order. All work will be coordinated with the FDIC Oversight Managers and Technical Monitors.

9 CAPABILITIES AND DISCIPLINES

The functional areas listed below provide a general scope of activities that may be required throughout the life of the BOA. Specific scope requirements of each task order, deliverable, documentation, etc. will be described in detail in the individual task order(s). For example, a task order may require support for a specific functional area and product line for a specific business unit or department within the agency. Alternately, a task order may require work in multiple product lines. The below functional area requirements are not part of the BOA objectives for evaluation. The functional area information is being provided for insight into the projected issuance of potential task orders.

To achieve these objectives, the task orders are expected to cover the following functional areas:

Functional Area #1: Platform Services Platform Services will support core platform-related operations and maintenance activities including, but not limited to:

• Providing operations and maintenance for FDIC ServiceNow newly implemented capabilities or capabilities currently in use to include maintaining and monitoring platform performance and foundational data;

• Providing incident response and coordinating issues in support of platform capabilities;

• Protecting the platform and hosted data by implementing, maintaining, and monitoring information security and privacy controls;

• Ensuring an effective, efficient, and secure path to production for features for production use;

• Managing cross platform and product upgrades, including patch management;

• Maintaining and modernizing the core implementation architecture for the platform.

• Establishing and maintaining an integrated release pipeline that is in alignment with established objectives for the platform; and

• Provide subject matter expertise and administrative support in to ensure adherence to

FDIC enterprise implementation of the platform processes, procedures, and standards.

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Functional Area #2: Product Management Product Management will support implementing, improving, and maintaining products that operate on the ServiceNow platform including, but not limited to:

• Implementing new ServiceNow capabilities and features.

• Proactively reviewing, recommending, and improving existing product features and processes; as well as identifying and recommending opportunities to expand the use of current ServiceNow’s offerings;

• Providing support for product-related defects and issues;

• Ensuring a seamless and reliable experience across connected workflows in

ServiceNow products;

• Implementing controls to ensure data is reliable and effectively managed;

• Supporting and enabling a multi-year product roadmap for ServiceNow capabilities;

• Leveraging industry proven practices to minimize technical debt and not negatively impact upgrade or manageability of the platform;

• Continuously improving development velocity practices without compromising security, mobility, accessibility and compliance requirements;

• Maximizing the use of existing data and ServiceNow capabilities; and

• Aligning and complying with established governance processes and procedures for product management work on the ServiceNow platform.

• Developing and maintaining FDIC specific scoped applications on an as needed basis.

Functional Area #3: Advisory and Analysis Services Advisory and analysis services will provide the FDIC with ServiceNow subject matter expertise that that can provide the following services.

• Architectural assessment and technical advice.

• Conducting an analysis of alternatives, cost benefit or return on investment analysis.

• Process mining and optimization.

• Organizational change management.

• Prototyping or supporting concept pilots that are outside the normal parameters of

ServiceNow feature sets.

The advisory and analysis shall include all information required for decision making by ServiceNow management and the client requesting support. Contractors shall provide independent professional advisory and analysis services, free of any conflict of interest (COI) with other contractors supporting the CIOO. Contractors shall act in good faith and in the best interest of the FDIC in performing the duties and comply with FDIC policies, procedures, and directives.

A task order award for services under one of the three Functional Areas could preclude an Offeror from receiving a task order award under one of the other three functional areas, subject to an organizational conflicts of interest (OCI) review by the Contracting Officer and the FDIC’s Legal Division. If the FDIC determines that a task order award under one of the other Functional

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Areas would create an OCI, the Offeror would be ineligible for award unless and until the Offeror submits and OCI waiver request which is granted by the FDIC’s Corporation Ethics Committee. Under no circumstances will an Offeror receive an award for Functional Area 3 if it is already performing services under Functional Areas 1 or 2.

10 ANTICIPATED TASK ORDERS

The FDIC does not promise the issuance of any task orders. However, at this time the agency anticipates releasing multiple Product Management task orders organized by related product suites within 30 days of BOA award.

In addition, the FDIC also anticipates the release of the following task orders in the future:

• Additional Product Management task orders organized by related product suites

• Multiple Advisory Service task orders

• Platform Services task order

11 GOVERNMENT-FURNISHED PROPERTY

Equipment necessary to perform work will be provided by the FDIC, which may be physical or virtual. Hoteling work space will be provided if onsite is required. All documentation provided in support of this engagement shall be considered confidential, the property of the FDIC, and not removed from the site.

12 ATTACHMENTS

1) Personnel Skills and Relevant Experience

2) Current List of ServiceNow Subscriptions

3) Installed Plugins and Applications

4) ServiceNow BOA SLA

13 SPECIAL CLAUSES

13.1 Award of Replacement Task Order (Quick Transition)

(a) The FDIC intends to award an initial task order to the offeror that provides the best value to the FDIC. In the event that the initial task order is terminated by the FDIC as described below, FDIC reserves the right to award a replacement task order for initial task order work to one of the offerors from the initial task order competition.

(b) If the FDIC decides to (1) terminate the initial task order under the termination provisions of the contract, or (2) not exercise a performance period option under the initial task order, the

Section C - Description/Specifications/Work Statement PAGE 18 OF 158

FDIC may;

Award the initial task order work to one of the offerors from the initial competition based upon the results from the evaluation that supported the award of the initial task order. Offerors shall indicate in their proposal the duration their proposal is valid for under this clause but no longer than eighteen (18) months from initial award.

(c) The decision as to how the award will be made for the replacement task order will be at the sole discretion of FDIC.

13.2 On Ramp/Off Ramp Procedures

On Ramp Procedures: FDIC will review BOA performance and requirements on a regular basis (at least yearly) and determine the necessity of on ramping. The Government reserves the right to announce and issue a new solicitation for the purposes of: (i) adding additional Contractors to expeditiously meet the requirement as the need for new capabilities materialize;

and (ii) increase the MWOB pool of Contractors; and (iii) increase competition. The Government may implement onramp procedures at any time by reopening the competition. The on ramp competition may be limited to one or more Functional Areas as determined appropriate. Any resulting BOA(s) awarded will include the same terms and conditions as the current basic contract. Implementing this procedure will not affect the overall period of performance for the basic agreement.

Off Ramp Procedures: FDIC will review BOA performance and requirements on a regular basis (at least yearly) and determine the necessity of off-ramping. The criteria for off-ramping may include, but not limited to, BOA holders not proposing on order request(s), not having at least one order award, and/or unsatisfactorily meeting the SOW requirements. If implemented, off-ramp procedures will remove BOA holders by not exercising the next available ordering period.

13.3 Interrelationships of Contractors

The FDIC anticipates awarding multiple awards under the ServiceNow BOA, as such the FDIC may enter into multiple contractual relationships on a task order basis in order to provide technical services in the conduct of program management, administrative, clerical, and technical services related to this contract. As a result, the Contractor shall be required to coordinate with other contractor(s) as applicable and at the FDIC’s discretion in providing suitable, non‐conflicting technical or management interfaces and/or in the avoidance of duplication of effort for any supply or service. Additionally, during contract performance, other contractor(s) may be requested to assist the FDIC in the technical review of the Contractor’s technical efforts. Information on reports/documentation provided under this contract may, at the discretion of the FDIC, be provided to other contractor(s) for the purpose of review.

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13.4 Dormant Status

FDIC is responsible for ensuring performance and compliance with the terms of this Basic Ordering Agreement (BOA) and safeguarding the interests of the FDIC in its contractual relationships. Additionally, FDIC must ensure that Contractors receive impartial, fair, and equitable treatment. The BOA must be reserved for high performing Contractors. Accordingly, if the CO determines that any requirement of the ServiceNow BOA is not being met, a Contractor may be placed into Dormant Status. If Dormant Status is activated, the Contractor shall not be eligible to participate or compete in any subsequent task order solicitations while the Contractor is in Dormant Status; however, Contractors placed in Dormant Status shall continue performance on previously awarded and active task orders, including the exercise of options and modifications at the task order level. Dormant Status is a condition that applies to the ServiceNow BOA only.

Grounds for being placed in Dormant Status specifically include, but are not limited to, trends or patterns of behavior associated with the failure to meet the deliverables and compliances specified in the BOA or subsequent task orders. Dormant status will only be imposed after careful consideration of the situation and collaboration with the Contractor to resolve the issues. To place a Contractor in Dormant Status, the CO must first send a letter to the Contractor regarding the poor performance or non-compliance issue. The Contractor shall have reasonable time, at the discretion of the CO, to provide the CO with a remediation plan to correct the deficiencies/issues. If the CO is satisfied with the Contractor’s response, the Contractor will not be placed in Dormant Status. If the CO is not satisfied with the response, or the remediation plan is not effective, the CO may issue a final decision, in writing, placing the Contractor in a Dormant Status.

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ServiceNow Product Management TO 1

1 INTRODUCTION

Under the ServiceNow Basic Ordering Agreement (BOA), the Federal Deposit Insurance Corporation (FDIC) is seeking ServiceNow Integrator (SI) partners to provide expert ServiceNow product management services.

This Task Order is specific to the IT Operations and Asset Management product suites, future capabilities, and core platform capabilities directly tied to these product suites.

2 OBJECTIVES

The objective of this Task Order (TO) includes objectives, as defined in the BOA SOO, as well as the following:

Ensure the products and features within the scope of this task order are effectively maintained, enhanced, and extended to ensure the product(s) meet the demands and services expected from their use by the agency during the entirety of their useful life.

3 REQUIREMENTS

The scope of this task order is within the BOA Functional Area #2: Product Management and includes the operation, maintenance, enhancement, and configuration of new capabilities delivered within the following suites.

1) IT Operations Management

2) Asset Management

The following services are within the scope of this task order.

• Evaluate new, unused, or not fully leveraged features, present those features to key stakeholders for consideration in an upcoming release or inclusion in the roadmap, and have the expertise needed to implement and deploy the features to meet adoption expectations. Decisions for inclusion remain the responsibility of FDIC federal staff.

• Advise on innovative approaches to process automation in the operational activities these suites are designed to improve. Identify opportunities for the FDIC to obtain business value from ServiceNow's offerings, data reuse, and configurations.

• Maintain integrations tied to the workflows associated with the product suites.

• Create and maintain complex reports incorporating trend analysis and time-series indicators where applicable within the appropriate workspaces and/or dashboards.

• Ensure incremental delivery of product suite capabilities through a defined release cadence that align with FDIC's priorities. Maintain a release calendar/schedule and

Section C - Description/Specifications/Work Statement PAGE 21 OF 158 release notes, orchestrate and actively communicate with the established governance body(ies).

• Configure features and capabilities to align with organizational process improvements.

• Implement enhancements to features and workflows.

• Maintain schedules, milestones, development documentation, etc. for features or changes.

• Plan and conduct tests for ServiceNow version upgrades twice yearly

• Ensure awareness and plan releases based on features and changes resulting from future ServiceNow releases. Regularly review and evaluate incremental plug-in updates to ensure compatibility with planned upgrades and ensure ServiceNow delivered enhancements evaluated for inclusion in incremental releases.

• Maintain and support automated testing using standard tools for enhancements to accelerate delivery and increase confidence in release quality.

• Collaborate and comply with necessary FDIC governance bodies such as Configuration Control Board (CCB) and Security Impact Assessment (SIA) reviews and follow the FDIC defined release management process and guidelines.

• Develop and maintain sufficient documentation to maintain these products.

• Work with product owners to establish product backlog, and obtain agreements on the scope of releasable products. The FDIC reserves the right to adjust the priorities and will work with Contractor to revise the application release plans as needed.

• Coordinate and conduct functional tests, integration tests, performance tests, and user acceptance tests with the project stakeholders for each application release.

• Collaborate with the FDIC to acquire and implement new software licenses that are required to deliver capabilities.

• Provide knowledge sharing and required training to ensure the use and product maintainability.

• Provide technical and solution architecture support for products and utilities deployed on the platform.

• Complete pre-deployment and post-deployment tasks defined in the overall release management process.

• Ensure ServiceNow recommending standards, best practices and proven adoption practices, implementation accelerators, and organizational change management practices are implemented.

• Implement capabilities and support the platform program using agile methods.

• Collaborate with identified stakeholders to recommend and implement practices designed to improve development velocity related to rollout or deployment practices or data configuration.

• Provide expert analysis and advice for security remediation to ensure compliance with federal legal regulations and statutes.

• Provide communications and training approach customized to align with defined goals, FDIC’s culture, and to ensure adoption expectations are met. Design and implement

Section C - Description/Specifications/Work Statement PAGE 22 OF 158 training program to enable the use and support of deployed capabilities.

• Work with FDIC data owners and stewards to identify and recommend authoritative data sources and implement effective safeguards that ensure high fidelity data.

• Triage, assign and resolve application issues and user support requests in accordance with defined service levels.

i. Log and monitor tickets using ServiceNow capabilities implemented in the FDIC environment.

ii. Recommend key application performance metrics, gather baseline data, and provide detailed statistics on operational efficiency.

iii. Address known security vulnerabilities and proactively improve the Information Technology (IT) security posture of the applications under development.

4 TRANSITION

The contractor shall comply with the transition requirements in the BOA SOO, in the event FDIC determines it requires a migration of services from the contractor to another vendor.

Contractor will cooperate fully with FDIC and third-parties, and will take all actions reasonably requested by FDIC or otherwise reasonably necessary to accomplish a smooth and complete migration of responsibility for the services from contractor to FDIC, or to any replacement vendor designated by FDIC, with no material interruption of or adverse impact on FDIC business operations and security posture.

Incoming Transition

Upon task order award, the contractor shall coordinate with the FDIC in planning and implementing a successful incoming transition. The FDIC anticipates an overlap period of approximately 30 calendar days for the contractor to coordinate and work with the incumbent contractor, if applicable. The contractor’s incoming transition support shall include, but is not limited to:

• Coordination and communication with Government representatives

• Staff transition and timing (e.g. service area, labor categories, dates to be on-site)

• Risks and mitigation of those risks associated with the change in contractors;

and

• Identify and support the transition phases and plans to get up to speed in terms of tools, methodologies, and business processes.

• Incoming transition Work Breakdown Structure for formal acceptance of transition.

• Any other Government held information, which may be needed by the contractor to ensure a successful transition.

Outgoing Transition

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The Contractor shall plan and implement a complete transition from the existing contract to the follow-on support provider. This shall include formal coordination with the FDIC and incoming Contractor staff and management; delivery of copies of existing policies and procedures; delivery of required metrics and statistics, as required. Knowledge transfer and information sharing may include any contractor provided work product, including strategies, plans, procedures, briefing materials, scripts, training materials, etc. The transition-to-support process shall include, but not be limited, to the following:

• Coordinating with the OM/TM and working with incoming Contractors during the transition period and administrative processes and artifacts used to support the specific service delivery requirements.

• Transferring knowledge and all artifacts from current Contractors to the FDIC and to the incoming Contractors during the transition period.

• Knowledge transfer of technical skills and lessons learned to FDIC staff upon completion of deliverables and work products.

• Operations and maintenance of processes and procedures.

• Transfer of complete documentation for all delivered functionality.

• Knowledge transfer of configurable data, including integration accounts, password management responsibility, and application settings.

• Staff transition timing (e.g., service area, labor categories, date to be on-site).

• Risks and risk mitigation strategies associated with the change in Contractors.

• Transition phases and plans to get the new Contractor up to speed in terms of tools, methodologies, and business processes.

• Overall health of the associated ServiceNow products. Ensure transfer of this information to the incoming contractor support.

• List of any other Government held information that may be needed by the incoming Contractor to ensure a successful transition.

5 DELIVERABLES

A. Deliverables The deliverables to be provided by the contractor are set forth below. This is not an exhaustive set and is subject to change.