Base_IDIQ_SOW.docx

STATEMENT OF WORK:

Support Services for Service Management and Process Automation System Base IDIQ

Table of Contents

BACKGROUND INFORMATION

The mission of the Office of Information Systems Management (OISM) is to strengthen the research programs at the National Institute of Standards and Technology (NIST) through the effective, efficient and secure utilization of Information Technology (IT). The organization has adopted the ITIL Service Management framework for the delivery of services. ITIL is about delivering a set of services to the business customer through a descriptive framework of the service lifecycle and the associated processes that enable information technology organizations to develop the right people skills in a culture of service excellence. The ITIL framework, lifecycle, and processes are described below:

To provide this Service Management framework, lifecycle, and collection of processes, NIST has deployed ServiceNow, which is a Service Management and Automation system that is provided as a cloud based Software as a Service (SaaS).

PURPOSE AND OBJECTIVES OF THE PROCUREMENT

NIST is seeking contracted support from preferred or master level Partners with ServiceNow via IDIQ task orders to provide for operation and maintenance, system enhancements, new development, and training for the existing Service Management and Automation system (ServiceNow).

SCOPE OF WORK

The maximum dollar value of this IDIQ contract is $3,500,000.00 over the entire potential five-year period consisting of the base period of one year and four one-year options.

Contractor requirements under this contract may include operation and maintenance of the existing a Service Management and Automation system (ServiceNow), system enhancements, new development, and training.

ANTICIPATED TYPE OF REQUIREMENTS (ESTIMATE ONLY; ACTUALS MAY VARY):

Operations and Maintenance

· System Administration and maintenance for existing core system & data integrations: Single Sign On (ADFS / SAML 2.0), Email (Microsoft 365 cloud), Mid Servers, Central People Repository, and Commerce Billing System.

· User Accounts, Support Group assignments, roles & permissions

· Monitoring, assignment & closure of Service Request, Incident, Problem and Change tickets

· Managing, facilitating, and executing: system releases / deployments and system upgrades 30%

Enhancements

· Improvements or defect/issue resolutions to existing:

· Service Management functionality (processes, applications, plugins, modules, reports)

· Custom Applications

· System & data interfaces/integrations

· System design, layout, branding & content management

· Developing, testing, and deployment of updates and improvements to workflows, business rules, client scripts, UI policies, UI actions, script includes, reports, scheduled jobs, sites, pages, formatters, forms, style sheets, databases, tables, import sets, and web services.

40%

New Development

· Creating or implementing new:

· Service Management functionality (processes, applications, plugins, modules, reports)

· Custom Applications

· System & data interfaces/integrations

· System design, layout, branding & content management

· Requirements, developing, testing, and deployment of new workflows, business rules, client scripts, UI policies, UI actions, script includes, reports, scheduled jobs, sites, pages, formatters, forms, style sheets, databases, tables, import sets, and web services.

20%

Training

· Provide ServiceNow training:

· System Administration, Advanced System Administration, Scripting, Advanced Scripting, Application Creation, Discovery, Orchestration, Domain Separation, and Asset Management

· Provide process & application user training for Service Management processes and custom Applications

· Provide custom training for system functionalities and best practices: Content Management System, Service Catalog Design, Jelly Script, etc 10%

PERIOD OF PERFORMANCE

PLACE OF PERFORMANCE

According to Federal Information System Management Act (FISMA) guidance and policy, OISM has authorized the NIST ServiceNow instances at the FISMA Moderate level. As such:

· Operations & Maintenance duties must be performed onsite at NIST, 100 Bureau Drive, Gaithersburg, MD 20899.

· Enhancement, New Development, and Training duties may have elements that require some onsite performance, but the majority of work may be performed virtually.

GOVERNMENT FURNISHED FACILITIES AND EQUIPMENT

The government will provide a desktop or laptop, desk space, and telephone for Operations & Maintenance duties that require onsite performance.

BACKGROUND INVESTIGATIONS, CLEARANCE, AND U.S. CITIZENSHIP

FIN 10-06, Position Designation Requirements Personnel shall contain an active FIN 10-06 Tier 2 Designation level for a “Moderate Risk” position and a favorable MBI investigation, or are able to be cleared for this designation level within 30 days of the contract award date. The COR will provide the appropriate forms after contract award. The required FIN-10-6 Position Designation is listed below:

CONTRACTOR INTERACTIONS

The Contractor may be required to work with other contractors (firms working with the Government under other contracts) in order to accomplish work required under individual task orders.

SECTION 508 ACCESSIBILITY REQUIREMENTS

To be specified in individual task orders.

IT SECURITY & FEDERAL INFORMATION SYSTEM MANAGEMENT ACT (FISMA) REQUIREMENTS

To be specified in individual task orders.

CONTRACTOR REQUIREMENTS

CONTRACTOR DELIVERABLES

To be specified in individual task orders.

REPORTING REQUIREMENTS

To be specified in individual task orders.

DELIVERY, INSPECTION AND ACCEPTANCE CRITERIA

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