FEMA Service Now RFI - 70FA3021I00000007.docx

Request for Information (RFI) Number: 70FA3021I00000007

Notice Type:

Sources Sought Synopsis:

Request for Information (RFI) Number: 70FA3021I00000007 Agency – Topic:

FEMA/OCIO – Service Now, Software as a Service (SaaS) NAICS Code:

541519 – Other Computer Related Services, 581210 – Data Processing, Hosting, Related Services I. Purpose This purpose of this sources sought is for market research purposes to determine the availability of Software as a Service (SaaS) certified Service Now partners to provide the Federal Emergency Management Agency’s (FEMA), Office of the Chief Information Officer (OCIO) with a fully implemented and comprehensive Configuration Management Data Base (CMDB).

II. Background The CDP Information Office System Administrators, Help Desk personnel, and customer base require an IT Service Management (ITSM) solution that provides a user-friendly, modernized interface for ITSM ticketing needs. Currently, administrators are leveraging antiquated methods, such as email and Microsoft System Service Manager for receiving and tracking IT issues and changes. Additionally, CDP has a need to identify, manage, and report on assets currently on the CDP network through the procurement and implementation of an operations management tool. To achieve these goals, CDP requires the ITSM and ITOM capabilities provided by ServiceNow.

III. Scope The scope of this procurement is to acquire licensing, training, and implementation support to provide FEMA a comprehensive CMDB that will meet or exceed FEMA’s enterprise-wide technology objectives for the duration of this contract. This includes, but is not limited to, the following activities:

a. Incident Management: Identify affective services and identify remediation path;

b. Problem Management: Identify root causes and document trends;

c. Change Management: Implement a robust change management process;

d. Configuration Management: Obtain visibility into services and infrastructure dependencies;

e. Asset Management: Maintain accountability of assets and ensure compliance;

f. Training: Train the Trainer so that there is a successful knowledge transfer from the Vendor to FEMA Staff;

g. Implementation Support: Provide the requisite support for fully implementing the CMDB platform and any optional features that may be included in the event options are exercised.

IV. Requirements FEMA’s enterprise-wide technology objectives for the Service Now, SaaS will be executed using a phased approach, which are as follows:

1. Phase 1 - Foundation

1.1 Objective #1: Provide licenses for the following subscriptions:

The Contractor shall propose the most efficient approach for licenses. For example, ITSM Pro, ITOM Visibility, Integration Hub, ITBM Pro, APM, VR Pro in ServiceNow's FedRAMP High Government Community Cloud (GCC).

1.2 Objective #2: Provide ServiceNow Success Center Support:

The Contractor shall propose the most efficient and effective approach for support. For example, the support center:

1. Named shared Customer Success Architect and Platform Architect

2. Support Account Manager (SAM)

1.3 Objective #3: Provide OCIO Implementation Support for 6-months:

The Contractor shall propose the most efficient and effective approach to provide an agile team of Architect, Process Delivery lead, scrum master and SME developers to implement ServiceNow out of the box functionality with the guiding principle of minimal configuration.

1.4 Objective #4: Provide Training:

The Contractor shall propose the most efficient and effective approach for learning credits to be used toward SME training plus end user training. Credits can be used in out years also. Formats include instructor-led training and online certifications. Customer Success Team will work with FEMA training team to develop a detailed customized package to train the OCIO SMEs, process users and end users with a variety of training formats (train-the-trainer, reference guides, etc.).

2. Phase 2 – Expansion

2.1 Objective #1: Provide licenses for the following subscriptions:

The Contractor shall propose the most efficient approach for licenses. For example, ITSM Pro, ITOM Visibility, Integration Hub, ITBM Pro, APM, VR Pro in ServiceNow's FedRAMP High Government Community Cloud (GCC).

2.2 Objective #2: Provide instances of ServiceNow Success Center Support:

The Contractor shall propose the most efficient and effective approach for support. For example, the support center:

1. Named shared Customer Success Architect and Platform Architect

2. Support Account Manager (SAM)

2.3 Objective #3: Provide OCIO Implementation Support for 6-months:

The Contractor shall propose the most efficient and effective approach to provide an agile team of Architect, Process Delivery lead, scrum master and SME developers to implement ServiceNow out of the box functionality with the guiding principle of minimal configuration.

3. Steady-State Provide licensing and licensing support for all objectives listed above and below.

4. Phase 3 (Optional) - Velocity

4.1 Objective #1: Implement Risk Management Framework:

This objective includes the following aspects:

1. Risk Management Framework (RMF) and Continuous Authorization Monitoring solution;

2. Complete Governance Risk & Compliance (GRC) solution as part of the ServiceNow platform with ability integrate data from other platform modules and 3rd party sources.

4.2 Objective #2: Deliver High-Performance Business Services with Visibility and Artificial Intelligence Operations (AIOps):

This objective will include leveraging Platform AI/Machine Learning.

4.3 Objective #3: Provide increased automation of Business Process Workflows:

This Objective will build on the Phase 1 and 2 Objectives above.

4.4 Objective #4: Provide Citizen Workflows:

This objective includes providing automation of citizen and stakeholder engagement processes and streamline citizen interactions and improve customer experience.

5. Phase 4 (Optional) - Acceleration

5.1 Objective #1: Provide a Strategic Unified Platform

This objective includes providing for additional workflows, and implementing low code/no code for application development

6. Phase 5 (Optional) - Optimization

6.1 Objective #1: Enhance the FEMA Strategic Unified Platform This objective includes continuing to enhance and mature the FEMA Strategic Unified Platform V. Period of Performance (POP)

The POP will be executed using a phased approach. The award is anticipated to be a Base Period with four (4) Option Periods. The duration is expected to be 6 months for the Base and Option Periods.

VI. RFI Questions

1. Is the company a certified Service Now partner authorized to sale, implement, support, and train for the SaaS?

2. Does the company offer the full suite of Service Now?

a. If so, what is the company’s lead time for ordering, assessing, and implementing a new Service Now’s module or enhancement?

3. Does the company offer discounts as an apart of the SaaS procurement?

a. If so, what type of discount are offered for Service now?

4. Would the company be interested in submitting a proposal if the FEMA decides to release Request for Proposal?

5. Please provide a capabilities statement, which would support the Service Now objectives.

a. In reviewing the background and requirements, do you see the company’s solution being able to meet the objectives? Why or why not?

b. Please address your solution’s ability to address each requirement

c. Identify the company’s capacity to provide support and helpdesk services

d. Identify the company’s training type and duration

e. Identify other compatible SaaS, Configuration Management Databases (CMDB) the company has used?

6. What other considerations should FEMA, OCIO take into account when developing its requirements for Service Now?

VII. RFI Response In addition to answering the questions in Section VI, the responses should also include the following:

1. The company’s capability statement.

In addition to the information in Section VI, the capability statement should also provide the following companies details:

a. Company

b. Address

c. DUNS Number

d. CAGE Code

e. Business Size/Certifications (e.g., HUBZone, WOSB, SDOSB, etc.)

f. Point of Contact

g. Email

h. Phone

i. Website

2. A summary of Service Now or relevant projects showing capabilities and prior experience.

3. A statement of current business size in relation to the NAICS Code and size standards assigned to this acquisition.

4. A disclosure of any Organizational Conflict of Interest concerns.

5. If your company has available schedules or contract vehicles to provide the required services.

IX. Sources Sought Response Requirements

1. This Sources Sought Response has the following submission requirements:

a. Page limit – Ten (10) pages on 8 ½ x 11 paper

b. 1-inch margins (top, bottom, and sides)

c. Times New Roman Font – 12 point

d. Do not include promotional materials

e. Proprietary information should be clearly marked

2. Only electronic submissions will be accepted for the Sources Sought.

a. Responses

i. The subject line of the email response shall be “Response to Sources Sought Notice #70FA3021I00000007 – Service Now”.

ii. The Responses shall be emailed by no later than May 3, 2021 NLT 5 pm ET.

3. The email correspondence shall be sent to the following individuals:

a. Contracting Officer – Benjamin Mendelsohn, Benjamin.mendelsohn@fema.dhs.gov

VII. Notice This synopsis is for information and planning purposes only and is not to be construed as a commitment by the U.S. Government, nor will the U.S. Government pay for information solicited. The information from this notice will help the FEMA, OCIO plan its acquisition strategy.

PLEASE NOTE THIS IS NOT A REQUEST FOR PROPOSAL, NO SOLICITATION EXISTS AT THIS TIME.

The requirement will be within the following North American Industry Classification System (NAICS) Codes and small business size standard for the NAICS Codes, as illustrated in Table 1:

Table 1: NAICS Code and Small Business Size Standard

This Sources Sought is an advance notice for informational and acquisition strategy planning purposes only and it is not a solicitation. In order to receive an award from any resultant solicitation, should one be issued, the successful offeror must be registered in the System for Award Management (SAM). The SAM website is https://www.sam.gov.

This Sources Sought synopsis notice should not be construed in any manner to be an obligation to issue a contract or result in any claim for reimbursement of costs for any effort you expend in responding to this request. No solicitation is currently available. Any future solicitation package will be made available on the Federal Business Opportunities (FBO) website https://www.fbo.gov. Interested parties are solely responsible for monitoring the FBO website for the release of a solicitation package and/or any updates/amendments.

The Government will NOT provide funding to the interested party or submitter in response to this notice. The Government will not pay for any costs incurred in preparing a response to this source sought notice.

image1.png