Task_Order_1_SOW.docx

Task Order 1

STATEMENT OF WORK:

System Administration and Enhancements for ServiceNow

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 suite that is provided as a cloud based Software as a Service (SaaS).

PURPOSE AND OBJECTIVES OF THE PROCUREMENT

NIST is seeking contracted support to provide fixed-price system administrative (Operations & Maintenance) and development (Enhancements) for ServiceNow from an “Authorized” and/or “Premier” ServiceNow partner. 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, the Operations & Maintenance task must be performed onsite at NIST, 100 Bureau Drive, Gaithersburg, MD 20899. The Enhancements task may be performed virtually.

The ServiceNow Administrator/Developer shall work as a member of ITSM Competency Center to administer and manage ServiceNow. The ServiceNow Administrator / Developer will work with government process owners and 3rd party integrators to maintain system operations, resolve issues and incidents, and enhance or improve the IT Service Management and Process Automation System (ServiceNow).

CONTRACTOR PERFORMANCE REQUIREMENTS / TASKS

The following functions will be performed by contractor to manage competitively sourced services:

Task Area: Operations & Maintenance

1. ServiceNow Administration

· ServiceNow Core Configurations: Manages, monitors, and maintains core configurations of ServiceNow to ensure that utility (functionality) and warranty (performance & availability) of the system is met.

Email (both outbound & inbound)

· SMTP & POP Accounts (Microsoft cloud 365 email)

· Inbound actions for email notification replies

Scheduled Script Executions

· Weekly status flag changes for Billing records

· Weekly data file creation & transfer to Financial Billing System

· Publish / retirement of KB artiles for News & Planned Outages

· Mid Server ECC Queue

· 3 import data sources (Oracle JDBC connections) via Mid Server

· Web Services

· Service Request fulfillment: Logs requests for service using ServiceNow, keeps customer informed on service request status and progress, fulfills assigned service requests according to Standard Operating Procedures, and confirms resolution with the customer. 95% of all assigned Service Requests are resolved by the “estimated completion date” communicated to the customer.

· Creating, managing, and updating role permission assignments to user and group records.

~10 per month

· Requests for access to billing module

· Regenerate billing file export ~ 5 per month

· Incident Management: for handling disruptions or failures of the utility and/or warranty of ServiceNow.

· Log, track, and manage Incident tickets throughout the incident life-cycle, including closure and verification.

· Monitor and escalate Incidents following procedures relative to the appropriate service level agreement.

· Coordinate with other tier 2 and tier 3 service and support groups.

· Contribute/escalate to Problem Management when required.

· Implement Incident resolutions via a Change Request.

· 95% of assigned Incidents are meet the documented response & resolution requirements.

The chart below shows target service levels being evaluated after creation of an Incident ticket.

Times are measured and displayed on the Task SLAs tab of an Incident for the operational hours between 7:30 a.m. and 5:30 p.m. on business days, excluding weekends and Federal holidays, unless otherwise specified

Severity 1 – “Major Incident”

· Response: 30 minutes from assignment and Status = Work in Progress

· Resolution: NTE 4 hours from creation to Status = Resolved

· Resolution: NTE 10 business hours from creation to Status = Resolved

· Resolution: NTE 3 business days from creation to Status = Resolved

· Resolution: NTE 5 business days from creation to Status = Resolved

· Resolution: NTE 10 business days from creation to Status = Resolved

· Problem Management: To identify the underlying cause of Incidents, a Problem record is created when:

· A Major Incident (Severity 1 or 2) occurs where the service is restored but the cause is unknown

· Root cause analysis is required to determine the underlying cause of an incident or incidents

· Incident is resolved by workaround but cannot be fixed (Known Error that has not been fixed)

· Incident requires extensive research and cannot be resolved within Severity 5 service level

· Proactive Problem Management review of incidents show a pattern for a potential problem

· Log, track, and manage Problem tickets throughout root cause analysis, research, and closure verification. Coordinate with other tier 2 and tier 3 service and support groups when necessary. Implement Incident resolutions via a Change Request.

· Approximately 25 Problem tickets per year.

· Change Management: Change Requests are logged to implement any system changes required to resolve an Incident or Problem record, and for requested enhancements. Change Requests are deployed on a monthly basis.

· Logs, manages, and coordinates Change Requests throughout deployment.

· 95% of all assigned Change Requests are deployed according to the approved & scheduled deployment dates.

· Communicate planned outages and short-term changes of service levels to the customer, according to Outage Policy

· Release & Deployment process (monthly): facilitates, leads, and manages the monthly release and deployment process (1 cycle per month).

· Conducts design reviews to ensure solutions will be implemented according to ServiceNow best practices, and is secure, modular, reusable, flexible, and scalable.

· Conducts testing to ensure implemented solutions meet both the utility (functionality) & warranty (availability, performance) required.

· Documents release notes to provide explanation and detail regarding the implemented solutions as part of the particular month’s deployment.

· Promotes / migrates update sets and XML records from Development to TEST instances

· Completes the deployment of update sets, XML records, and manual configurations into the Production instance.

· Schedules and monitors system clones from the Production instance (source) to sub-production instances (targets)

· Completes post-clone activities on sub-production instances.

· Knowledge Management: publishes and updates Knowledge Base (KB) articles

· Create and/or update KB articles to describe new or updated functionality as part of any changes deployed

· System Upgrades: serves as technical expert and coordinates with colleagues during the process to test and implement ServiceNow upgrades (1 upgrade per year).

· Reviews upgrade release documentation to understand new and changed functionality

· Applies upgrade to sub-production instance to review applied & skipped updates

· Fully testing system functionality, processes, and workflows in upgraded in sub-production instances

· Determining action to be taken for skipped updates

· Creating update sets in DEV to capture fixes and defect resolutions

· Applying fix/defect resolution update sets to TEST

· Establishing an upgrade / deployment checklist and sequence to follow

· Conducting a walkthrough of the upgrade / deployment checklist and sequence on TEST instance

· Scheduling Production upgrade, and applying the upgrade / deployment checklist and sequence

· Providing post production upgrade monitoring and support

Task Area: Enhancements

2. ServiceNow Enhancements and Integrations:

Enhancements will be captured and assigned as a Service Request and labeled as an “enhancement” to differentiate between Service Requests logged as part of Operations & Maintenance (Task 1)

· Plan and execute ServiceNow enhancements: gather and/or interpret requirements, align solutions with requirements and stakeholder needs, and devise scalable, robust, cost-effective and innovating approaches to meet enhancement requirements. Communicate enhancement status with stakeholders; prioritize project work with day-to-day operational tasks.

· Designs and architects solutions according to ServiceNow best practices to ensure security, efficiency, scalability, an reusability of implementations.

· Develops and implements custom script and workflows for implementing requirements. Common implementation items include: Access Control Lists, Business Rules, Client Scripts, JSON Objects, UI Actions, UI Policies, Scheduled Jobs, and Script Includes.

· Implements and updates system interfaces and event based and batch data Extracts Transfers and Loads (ETL) between (to and from) ServiceNow and other systems. This includes the use of Import Sets, Mid Server Scripts, Web Services, and available system integrations.

· Design, development, configuration for the enhancement of:

· IT Service Management processes, business process workflows, modules, plugins, and custom applications using the ServiceNow platform.

· Service Catalog categories and options for enhancing or the Service Catalog functionality.

· Utilizing the ServiceNow Content Management System (CMS) along with Jelly Script to enhance Employee Self-Service Portals (ESS) branded for specific internal customers.

· custom reports, dashboards, and gauges in ServiceNow

· social collaboration features in ServiceNow (i.e. Live Feed, chat)

Minor

GOVERNMENT FURNISHED FACILITIES AND EQUIPMENT

The following will be made available for the contractor to manage competitively sourced services:

· NIST will provide the appropriate equipment, information, workspace and other facilities as may be required to fulfill the task of this contract.

· NIST will provide telephones for business use only.

· NIST will provide the appropriate training of OISM policies and procedures as well as training of applications specific to the NIST environment.

PERIOD OF PERFORMANCE

PLACE OF PERFORMANCE

· Task 1: According to Federal Information System Management Act (FISMA) guidance and policy, OISM has authorized the NIST ServiceNow instances at the FISMA Moderate level. Operations & Maintenance duties must be performed onsite at NIST, 100 Bureau Drive, Gaithersburg, MD 20899.

· Task 2: Enhancements may be performed virtually

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.

CONTRACTOR SPECIALIZED EXPERIENCE & PROPOSED PERSONNEL

The contractor shall have specialized experience:

· Documented evidence of the offeror’s successful performance within the last three (3) years, of the same or substantially similar services as those required in the Statement of Work.

· At least 1 documented evidence of the offeror’s successful performance within the last year, of the same or substantially similar services as those required in the Statement of Work for a US Government (federal) customer.

Proposed Personnel The labor category designated for this task order are consistent with a ServiceNow Administrator/Developer that has:

Minimum experience levels:

Required experience levels:

Preferred experience levels:

Required Certifications & Trainings:

Required Certifications & Trainings

· Scripting in Service-Now

Preferred Certifications & Trainings

· Service-Now Discovery

· Application Development in Service-Now

· Service-Now Orchestration (Runbook)

Resume(s) Shall be submitted for all personnel assigned to the project. Personnel are subject to approval by the COR before acceptance as participating staff on the project.

DELIVERY, INSPECTION AND ACCEPTANCE CRITERIA

As duties and responsibilities are completed, the Contractor shall request review and acceptance by the COR. Tasks completed in an unacceptable manner may require corrective action by the contractor.

Schedule of Deliverables

Associated Task(s): n/a

Associated Task(s):

•Task 1: ServiceNow Administration Service Requests •95% of all assigned Service Requests are resolved by the “estimated completion date” communicated to the customer.

Incidents •95% of assigned Incidents meet the documented response & resolution requirements.

Changes •95% of assigned Changes are logged and deployed according to the approved & scheduled deployment dates.

Associated Task(s):

•Task 2: ServiceNow Enhancements and Integrations Design: review of proposed implementation details and design with ServiceNow team, development of work estimates and plans •95% of all assigned enhancements shall be reviewed and approved prior to development or implementation.

Testing results: review testing results of implemented enhancments to ensure system functionality, availability, performance, and security requirements are met •95% of all assigned enhancements testing results shall be reviewed and approved prior to production deployment Post Deployment: review of deployed enchancements to verify all requirements are met, identify unforseen issues, and assign corrective actions.

•90% of all assigned enhancements shall be completed according to agreed upon requirements, design, and completion dates

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