Draft_SOW.doc

Statement of Work Template Service Now ITAM

BPA

1. INTRODUCTION

The Naval Surface Warfare Center (NSWC), Corona Division, Command Information Technology Division, C1042 requires Service Now ITAM to be procured for the development and support of the IT Help Desk, centralizing, streamlining, and consolidating current applications to one platform.

2. BACKGROUND

The Information Technology Division, C1042 at NSWC, Corona has a requirement for Service Now ITAM for the implementation and creation of a Help Desk. The software request is to centralize, and identify workflow processes. The implementation for this software will provide all of Command a singular location to conduct day to day business, consolidating various applications into this one entity.

3. SCOPE

The procurement is in support of C1042 Help Desk initiative. The procurement request consists of Base Year (a) Service Now IT Service Management with Performance Analytics – Fulfiller User (12 months) Part # 4112-167-605 MPN – SNITSMPAF Quantity – 100, with optional Base year consisting of: (a) ServiceNow® IT Business Management – Worker Part#4112-167-406, (b) ServiceNow® IT Business Management – Planner Part# 4112-167-407, (c) ServiceNow® IT Business Management – Analyst Part# 4112-167-408, (d) ServiceNow® Facilities Service Automation - Fulfiller User (12Months) Part# 4112-167-194, (e) ServiceNow® Security Operations - Professional (1,000 Devices Included) – Module (12Months) Part# 4112-167-585, (f) ServiceNow® Instance - Government Data Center Part# 4112-167-210, (g) ServiceNow® Learning Credit, Quantity 40 Part# 4112-167-42, (h) ServiceNow® Implementation - Tailored - T&M, Part# 4112-167-442 Quantity TBD, (i) Travel and Expenses Part# TRAV&EXP, Quantity TBD, (J) ServiceNow® ITOM Professional - Node (12 Months) Part# 4112-167-14 Quantity 1. The identified implementation above will provide support in the following areas:

· Command Information Office

· Information Technology Operation

· Information Management Customer Service

· Help Desk Capabilities

· Command Stakeholders to be part of the implementation; Code 101 Human Resources, Code 102 Infrastructure / Safety, C105 Security.

4. APPLICABLE DOCUMENTS

N/A

5. REQUIREMENTS

The requirements for this procurement consist of Service Now IT Service Now Management (ITSM) with Performance Analytics (PA) including the following: the contractor shall:

1. A self-hosted implementation onsite at the base in Corona, CA

2. Provisioning a sub production instance in the ServiceNow Datacenter for development

3. Enabling Single Sign on and CAC Authentication

4. Building a Service Portal to enable self-service of navy personnel, The single point of entry.

5. Building a Service Catalog for service request management.

6. Hardware Asset Management is of great value to the Division. The hardware to be managed will include bar code scanned equipment as not all naval assets are always on the network.

7. The IT Service Management applications to be implemented include Incident and Change Management, request fulfillment, and Knowledge Management.

a. The contractor will work with Command Code 104 Information Technology, and other stakeholders including:

i. Facilities

ii. HR

iii. Security

8. Pre-Engagement Kickoff meeting to include but not limited to the following:

a. Provide Pre-Installation checklist

b. Provide a project plan at time of Kick-Off Meeting

i. Included in a formal Kickoff presentation for all invited Major stakeholders

9. Provide oversight of all goals outlined in kickoff meeting, tasks, and implementation plan.

10. Create and Maintain Project Schedule.

a. Facilitate periodic meetings with Service Now Professionals, CARAHSOFT, and NSWC Project team members.

11. Provide Training:

a. Software training

i. How to guide on:

1. Customizing new modules

2. Configuration changes

b. Fulfiller training as outlined by Service now

i. System Administrators

ii. Management

c. Best business practice training

i. Equivalent to ITIL

The following section specifies the task requirements for the [contract].

(a) Mandatory Requirements

The Contractor Shall have a current security clearance prior to starting work onsite with Government personnel. The contractor shall maintain this requirement throughout the life of the task order.

1) Requirement 1: Personnel Security Clearance. Contractor must have a Government Granted facility clearance at a minimum of the SECRET level.

5.1 Software: Service Now ITAM Software package and licenses for 100 users, users defined as those making application approvals and changes.

5.1.1 Software Implementation and Proposed timeline of implementation to be submitted as part of proposal. Article associated to this requirement; the contractor shall provide a schedule NTE 30days of award, the schedule shall include the time for implementation of the ITAM. See CDRL A003. Initial Schedule shall include Base year as well as Base year optional CLINS as outlined on the CLIN Structure provided on separate excel worksheet below.

5.1.1 Software in Support of C1042 Help Desk initiative will consist of:

4112-167-210

VOPINSTDC

ServiceNow® Instance - Government Data Center

5.1.2 Initiate

The purpose of the Initiate Stage is to understand the Customer’s business problem(s), align on goals and expectations, mobilize the ServiceNow delivery team, assist the Customer in mobilizing their internal team, prepare for communication needs, and lay out the initial Engagement timelines.

SERVICENOW’S RESPONSIBILITIES: The contractor shall provide the following:

• Perform Engagement preparation and identify Customer expectations.

• Manage ServiceNow resource assignments based on the timeline expectations and ServiceNow recommended sequencing, including, as appropriate, coordination with sub-contracting partners.

• Lead preparatory remote meetings with the Customer to review the SOW, provide an overview of SAIF and SIM, and discuss Customer activities required and/or recommended to be completed prior to an Engagement Kickoff.

• Confirm the agenda for the Engagement Kickoff, Communications workshop, and in-scope requirements, assessment or baseline workshops, as applicable.

• Schedule a periodic Engagement steering committee meeting to be facilitated by the ServiceNow Engagement Manager and Customer Project Manager. The agenda will be finalized and agreed upon by the ServiceNow Engagement Manager and Customer Project Manager. Minimum topics will include an executive level project status, risks and issues and a financial summary. The Engagement steering committee meeting attendees will include a ServiceNow Executive Sponsor and Customer resources.

• Conduct Engagement Kickoff meeting and Communications workshop.

• Review the activities completed during the Initiate Stage with the Customer sponsor as part of ongoing Engagement governance.

• Manage onsite schedule in order to control travel time and cost

The Contractor shall review all pre-installation documentation (in accordance to CDRL A003 as required per specifications outlined in CDRL)

5.1.3 Examine

ServiceNow will conduct a series of workshops to demonstrate and review the available functionality and best practices for the in-scope applications and integrations with the Customer These sessions are intended to assist the Customer with documenting their specific requirements in order to configure the Customer’s instance and identify and address any gaps between the Customer’s requirements and best practices. The resulting Stories will be documented in the Agile Development application by Customer and reviewed by ServiceNow.

SERVICENOW’S RESPONSIBILITIES:

• Identifies and schedules ServiceNow resources

• Facilitates the workshop(s) for each process in the scope of this SOW to review the process guides, out of the box (“OOTB”) forms, fields and workflows

• Assist Customer in understanding the gap between OOTB feature and function versus their current state process.

• Assist Customer in writing and refining of Stories required to support the agreed upon process flow, data and form requirements.

Capture risks, issues, decisions, actions, and changes into RIDAC application and assigns items accordingly.

• Perform product demonstrations for applications within scope of this Engagement to aid the workshop audience in visualizing and understanding OOTB features and functionality.

5.1.4 Plan

The purpose of the Plan Stage is to take the output from the Examine Stage and finalize the Stories and plans for the upcoming release(s). The structure and schedule for the subsequent Stages are setup in the Project Portfolio Management application to support the release goals and timeline, and the Stories collected during the Examine Stage are refined and the size estimated. During this time the ServiceNow Engagement Manager works closely with the Customer’s Project Manager to define the cadence of Agile Scrum meetings and functional demonstrations as well as updating the Engagement Plan and other project collateral to reflect updated details.

SERVICENOW’S RESPONSIBILITIES:

• Review, refine and prioritize the Stories documented in the Examine Stage with the Customer.

• Assist with release planning and backlog refinement with the Customer in order to prioritize the configuration requirements documented as Stories during the Examine Stage into development sprints for the Create Stage.

• Add details, estimates, and rank the items in the product backlog.

• Coach the Customer team in the principles of Agile Scrum and how to use the ServiceNow platform to manage the work.

• Review and refine the ServiceNow Project Plan as well as make updates to the Risk, Issue, Decision, Project Tasks and Project Change Requests.

Contractor shall provide CDRL A002 upon the close out of the Plan Stage.

5.1.5 Create

During the Create Stage the iterative configuration of the ServiceNow platform begins in partnership with Customer’s System Administrators and technical resources. During this time the ServiceNow Engagement Manager works closely with the Customers’ Project Manager to assign work to the technical team through the Agile Development Stories.

5.1.5 Transition

During the Transition Stage, the contractor shall ensure the steps are taken to bring the overall solution into production. The steps include assisting with the execution of UAT, training users and conducting cutover activities from non-production environments to the production environment.

SERVICENOW’S RESPONSIBILITIES: Contractor shall:

• Assist the Customer with their UAT process and go-live planning.

• Provide critical item remediation – the contractor shall provide clear guidance on user stories that are required for all help desk ticketing processing.

· Contractor shall provide clear outlined approach during the initial kickoff meeting.

5.1.6 Close

The purpose of the Close Stage is to review the overall Engagement with the Customer and close the current Engagement. This stage also includes closure activities to review the success, any challenges, and collect feedback to improve the performance of future releases and the delivery process.

· Contractor shall provide a detail closeout checklist of all work deployed. CDRL A003 status report as identified status of all implemented Service Now ITAM.

· Contractor shall provide as previously stated on all other CDRL A001 and A002 and ensure at closeout there is a final update to all documentation, and all criteria per the CDRL is identified.

5.3 MILDEP Support

N/A

6. GOVERNMENT FURNISHED PROPERTY

N/A

7. DELIVERABLES

The contractor shall provide deliverables as described in the SOW and CDRLs. Format and delivery schedule for deliverables shall be outlined in CDRLs.

8. ACRONYM LIST

Enter acronyms in table below. If not applicable, enter “N/A” and delete the table.

N.A LEGEND (This is only provided for guidance with template. Do not use on actual requirement):

Template instructions. Refer to NSWCCO Guide Chp 3 for guidance on preparing a SOW Sample data. Provided for guidance only.

THIS PAGE CONTAINS NECESSARY INFORMATION FOR THE PROCUREMENT ACTION THAT IS PLACED IN OTHER SECTIONS OF THE CONTRACT

A. PERIOD OF PERFORMANCE / REQUIRED DELIVERY DATES

For the Base year, period of performance to commence no later than 30 days’ post award and to be completed no later than 12 months post award including the optional base CLINS as required, with three option years consecutively from the time of the initial award date. See the above CLINS and optional years in the excel spreadsheet.

CLIN 001: Base year & Optional Base year CLINS: to begin No later than 30 days’ post award of contract and last option to exercise No later than 12 months after task Order.

CLIN 002: Year 1 with Optional Year 1 CLINS: Last option to exercise No later than 24 months after task order

CLIN 003: Year 2 With Optional Year 2 CLINS: Last option to exercise No later than 36 months after task order

CLIN 004: Year 3 With Optional Year 3 CLINS: Last option to exercise No later than 48 months after task order