Asset_Config_Management_SOW_Final.pdf

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United States Cyber Command

ServiceNow Asset Management and

Configuration Management

Statement of Work

May 22, 2018

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Contents

1. Scope

2. Tasks

3. Place of Performance

4. Contractor Staffing Requirements

5. Period of Performance

6. Task Order Type

7. Security Requirements – Information Security and other miscellaneous requirements

7.1. Personnel:

7.1.1. Individual Security Clearance:

7.1.2. System Administrators Security Requirements:

8. Deliverables:

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1. Scope The contractor shall procure ServiceNow professional consulting services to perform the implementation, configuration, training, operations and maintenance of USCYBERCOM’s ServiceNow’s

Asset Management and Configuration Management features.

Referenced Document: Concept of Operations for IT Service Management, dated March 21, 2018

2. Tasks The services the contractor shall provide consists of following:

2.1. Project Management

The contractor shall provide project management oversight for all tasks under this award. Project management services shall be consistent with the best practices identified by the Project

Management Institute.

2.2. Out of the Box Functionality

2.2.1. The contractor shall utilize out of the box functionality as the preferred implementation approach. The objective of utilizing “out of the box” functionality is to ensure that

USCYBERCOM is able to upgrade to future versions of ServiceNow without requiring additional expenses due to customization to migrate to the new versions.

2.2.2. Customization Approval: If the contractor proposes a customization, employing other than ServiceNow “out of the box” functionality, the contractor will obtain prior approval from the COR.

2.3. ServiceNow architecture, installation and configuration:

2.3.1. The contractor shall design the overall architecture and ITSM architecture of the

ServiceNow application within the unclassified security enclave. The hosted location for the unclassified security enclave will be AWS GovCloud unclassified cloud environment.

2.3.2. The contractor shall install and configure the ServiceNow listed features to operate within the USCYBERCOM unclassified environment. The features to be implemented shall be in accordance with the attached Concept of Operations for IT Service Management. The features to be implemented are:

2.3.2.1. Asset Management;

2.3.2.2. Configuration Management;

2.3.2.3. Discovery.

2.4. Asset Management and Configuration Management Processes:

2.4.1. ITIL Process Definition: The contractor shall work with USCYBERCOM to define and customize the ITIL industry best practices related to Asset Management (AM) and

Configuration Management (CM) to operate within USCYBERCOM.

2.4.2. ITIL Policy Guidance: The contractor shall provide guidance to USCYBERCOM regarding corresponding AM and CM policies that shall support the implementation of AM and CM within USCYBERCOM.

2.5. Data Exchange with National Security Administration (NSA) instance of ServiceNow

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2.5.1. The contractor shall implement the exchange of data between USCYBERCOM’s instance of

ServiceNow and NSA’s instance of ServiceNow.

2.6. Knowledge Transfer:

The contractor shall provide technical and functional knowledge transfer of each configured feature(s) implemented to the USCYBERCOM IT operations and maintenance organization. This knowledge transfer shall consist of both informal and formal methods. Additionally, the contractor shall produce documentation to correspond to the “AS BUILT” configuration of each application to be used by the technical operations and maintenance organization.

2.7. End User Training:

The contractor shall develop end user training materials for each application prior to going live.

This training shall consist primarily of “just-in-time” training, utilizing a self-service training model and a combination of video screen captures and textual materials.

2.8. Operations and Maintenance Support:

The contractor shall provide ongoing operations and maintenance (O&M) support for the

ServiceNow installation and configuration. This O&M support shall include maintaining the

ServiceNow installation, configurations and support for the AM, CM and Discovery features as well as upgrading the ServiceNow application itself if required. O&M does not include supporting the operating system or functionality below the ServiceNow application layer.

3. Place of Performance Performance for this order shall be at USCYBERCOM’s primary offices are located at 9800

Savage Road, Ft. Meade, Maryland 20755. All work will be performed within USCYBERCOM’s offices in the greater Ft. Meade, Maryland area.

4. Contractor Staffing Requirements The contractor shall propose the labor category mix and hours to complete the tasking herein.

The staffing plan shall identify and personnel critical to accomplishing the work and proposed clearances for each full time equivalent.

5. Period of Performance The period of performance will be five (5) months from task order award.

6. Task Order Type This task order will be issued as a Time and Materials award.

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7. Security Requirements – Information Security and other miscellaneous requirements

7.1. Personnel:

7.1.1. Individual Security Clearance:

All individuals working on this task order must possess an active Top Secret (TS)/

Sensitive Compartmented Information (SCI) with a Counter Intelligence Polygraph (CI

Poly), TS/SCI with CI/Poly.

7.1.2. System Administrators Security Requirements:

Staff who may be system administrators or require elevated network or systems access, must comply with DoD 8570.01-M requirements in addition to an active TS/SCI with CI polygraph.

8. Deliverables:

The following is a list of consolidated deliverables. All deliverables shall be sent softcopy to the

Contracting Officer’s Representative (COR). For deliverables that are not documentation, a delivery memo shall be sent to the COR, specifying the deliverable and date delivered.

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Deliverable Number

Deliverable Reference

Deliverable Name Deliverable Format

Government or Contractor Format

Due Date1

1. 4.1 Project Kickoff Meeting/ Kickoff presentation

Contractor 10 days after contract start date

2. 4.1 Communication Plan

MS Word Contractor 15 days after contract start date

3. 4.1 Risk Management Plan

MS Word Contractor 15 days after contract start date

4. 4.1 Issue Management Plan

MS Word Contractor 15 days after contract start date

5. 4.1 Project Schedule

MS Project Contractor 15 days after contract start date, then weekly updates

6. 4.2 ServiceNow Software

Physical Media 5 days after contract start date

7. 4.3 Install and configure baseline ServiceNow software in Unclassified environment

Functioning baseline application

10 days after

USCYBERCOM

provides hosting environment

8. 4.4 Asset Management Concept of Operations Document

MS

Word/Visio

Government 35 days after contract start date

9. 4.4 Configuration Management Concept of Operations Document

MS

Word/Visio

Government 35 days after contract start date

10. 4.7 Security

CONOPS

MS

Word/Visio

Government 45 days after contract start date

11. 4.7 Configure Management Plan

MS

Word/Visio

Government 45 days after contract start date

12. 4.7 System Security Plan

MS

Word/Visio

Government 75 days after contract start date

1 Due dates are business days

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13. 4.8 Knowledge Transfer

MS Word or Video format

Contractor NLT 1 one month prior to Initial Operating Capability

14. 4.1 Weekly Activity Report

MS Word Government Wednesday, 5 PM each week

15. 4.1 Monthly Activity Report

MS Word Contractor 3rd workday of each month