Questions_ServiceNow Platform Support.docx
DOCX document 16 KB Posted
- Solicitation number
- 692M15-20-D-00004_Follow-on_RFI
About this file
This file contains Request for Information (RFI) questions specific to ServiceNow Platform Support under the FAA Integrated Service Center (ISC) Support Services acquisition. The questions address the Platform Support section of CLIN 2 (Service Desk) and CLIN 7 (Enterprise Support Platform Capability Enablement and IT Service Management Maturation) Performance Work Statements. Four primary questions are posed: (1) requesting information on performance metrics for tracking resource effectiveness in completing agile backlog stories for ServiceNow enhancements and customization; (2) seeking vendor guidance on structuring Operations and Maintenance (O&M) workload relative to new capability implementations, including whether O&M should be firm fixed price under the Service Desk PWS while new capabilities are handled separately as Time and Material, or whether both should be decoupled and combined under a single T&M arrangement; (3) requesting vendor strategy for advancing the FAA's ServiceNow ITSM solution toward greater automation while leveraging existing entitlements and recommending additional licenses; and (4) asking vendors to elaborate on their approach to providing O&M resources with security expertise to maintain security documentation, support Authority to Operate (ATO) requirements, complete security audits, and mitigate Plan of Action and Milestones (POAM) items, including whether a dedicated resource or existing administrator/developer would be assigned within the FFP CLIN structure.
Responses to this RFI must be submitted to the FAA Contracting Officer, daniel.f.leary@faa.gov, no later than 4:30 p.m. EST on Friday, February 13, 2026. The FAA notes this is a market survey to inform future acquisition strategies for the follow-on effort to the current contract 692M15-20-D-00004 and will not pay for vendor costs incurred in preparing responses. Interested vendors are instructed to provide responses with statements of capability and applicable experience, utilizing supporting requirement documents including the relevant CLIN PWS documents.
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Other files
| File | Type | Posted |
|---|---|---|
| 692M15-20-D-00004_Follow-on_RFI_QA.xlsx | XLSX spreadsheet | |
| CLIN 007 PWS.docx | DOCX document | |
| CLIN 001 PWS.docx | DOCX document | |
| CLIN 002 PWS.docx | DOCX document | |
| Questions_Service Desk Surge_Pricing and Automation_Asset Management.docx | DOCX document | |
| Section C Document.docx | DOCX document | |
| CLIN 003 PWS.docx | DOCX document | |
| Exhibit B-003.docx | DOCX document | |
| CLIN 006 PWS.docx | DOCX document | |
| CLIN 004A PWS.docx | DOCX document | |
| Section B Document.docx | DOCX document |
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The following outlines several RFI questions as it relates to the Platform Support section of the CLIN2 (Service Desk) PWS and the CLIN 7 (Enterprise Support Platform Capability Enablement and IT Service Management Maturation) PWS toward providing full lifecycle management for the ServiceNow platform:
1. Can you provide information regarding the performance metrics you would use for tracking and measuring the effectiveness of resources in completing stories within an agile backlog for enhancements and customization requirements to the ServiceNow platform?
1. Can you provide information regarding best approach for structuring the Operations and Maintenance (O&M) workload (currently listed within the Platform Support section of the Service Desk PWS), including incident management, platform monitoring and maintenance, and production environment configurations etc., alongside new capability implementations such as new module deployments and system integrations? For example, should O&M tasks be included in the Service Desk Performance Work Statement (PWS) as a firm fixed price, while new capability implementations are handled in a separate PWS as Time and Material (T&M)? Or should both O&M and new capability implementations be decoupled from the Service Desk PWS and combined within the same PWS as T&M etc.? Note that new capability implementation projects and ongoing O&M activities may require the ability to increase/decrease resourcing.
1. How would you offer resources to help the FAA advance its ITSM solution (currently ServiceNow) from its current state to a more automated state, enabling enhanced service delivery while fully leveraging existing entitlements? This includes providing recommendations for additional licenses that offer value, improve the stakeholder experience, and reduce workload and manual processes.
1. Could you please elaborate on your strategy for providing Operations and Maintenance (O&M) resources with the requisite security expertise to ensure that all Security and support documentation for the IT Service Management (ITSM) Platform is consistently updated? This is crucial for maintaining the solution's Authority to Operate (ATO). Specifically, will your approach involve assigning a dedicated resource within this scope of work to fulfill all requirements for maintaining security operations, completing necessary security audits, and ensuring that all Plan of Action and Milestones (POAM) items are mitigated promptly? Specifically, would you propose utilizing an existing administrator/developer to perform both functions within the Fixed Firm Price (FFP) Contract Line-Item Number (CLIN)?"
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