Task_Order_2_(Service_Catalog)_SOW.docx

Task Order 2

STATEMENT OF WORK:

Service Portfolio & Service Catalog Implementation

Table of Contents

PURPOSE AND OBJECTIVES OF THE MOCK TASK ORDER

Seeking contracted support to provide fixed-price NIST is seeking contracted support to provide a fixed-price contract from a “premier” or “master” level ServiceNow partner for implementation of a Service Portfolio and branded Service Catalogs.

CONTRACTOR PERFORMANCE REQUIREMENTS / TASKS

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

Task Area: Training

1. Service Portfolio & Service Catalog Workshop

· Provide a training and workshop to the Service Management / ServiceNow team on the available modules and system functionalities for Service Portfolio Management and Service Catalog. Provide an overview and best practices sharing for the Content Management System (CMS) within ServiceNow.

Task Area: New Development

2. Implementing CMDB structure for Service level Configuration items

· Identify & verify customer facing services and technical supporting services. OISM currently has ~400 uncategorized Configuration Items listed within the parent level cmdb_ci table

· Define & Implement Configuration Item categories, models, and CMDB table extensions for customer facing services, and technical supporting services.

· Define & implementing any required meta-data (i.e. Service Owner, Customers, Availability) for Service Level CI records and/or Service Portfolio records to capture information used for Service Level Agreements and process automations.

· Populate CI records into newly created CMDB structure

· Aligning / relating Service level Configuration Items to Service Portfolio Module (up stream)

· Aligning / relating Service level Configuration Items to Service Catalog & Product Catalog items (down stream)

3. Implement Process & Workflows for Service Portfolio Management & Routine Change Models

· Implement processes and workflows to control and manage Configuration Items and Service Portfolio according to ITILv3 best practices:

· Service Portfolio Management

· Routine Change Models for implementing new services, and updating existing services

4. Implementing Service Catalog structure & branding

· Define & Implement a Service Catalog structure that dynamically pulls from Service Portfolio and/or Service level CIs. Allows for navigation and selection of requests & orders by both:

· Type of Request or Type of Product (i.e. Password Reset, Virtual Hosting, Laptop, Smartphone)

· Service / Application or Product (i.e. Financial Accounts Management System, Amazon EC2 Compute Node , iPhone 4)

· Define & Implement Service Catalog views using the ServiceNow Content Management System (CMS):

· Self Service Portal (landing page)

· Consumer/Business Service Catalog

· Technical Service Catalog

· Define & Implement a structure to manage Request > RITM > Service Catalog Tasks according to customer expectations of similar online request/ordering systems found in the consumer marketplace.

5. Implementing Service Catalog “My Account / Profile” for Consumers/End Users

· Provide user with view & listing of requests & orders (both current & past)

6. Implementing CMS page “Service Outages & Changes” for Consumers/End Users

· Provide view & listing of

· Scheduled planned outages, major service changes, and routine maintenance

· Unscheduled Incidents

· News

· Allow Consumers to “subscribe” to interested services, applications, and products to receive notifications and updates for any Outages, Changes

7. Implementing CMS page “OU & Division Services” for Business Customers/OU Leaders

· Provide user with view & listing of purchased services, and available data such as cost, usage, performance, and availability

PLACE OF PERFORMANCE

· The majority of work may be performed virtually, but onsite collaboration may be required to deliver workshops/trainings and to identify, gather, and approve requirements. The contractor shall detail in their technical proposal, elements that are suggested to be completed virtually or onsite at the NIST Gaithersburg campus.

GOVERNMENT FURNISHED FACILITIES AND EQUIPMENT

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

· NIST will provide access to the NIST ServiceNow Sandbox, Development, and Testing instances where required.

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 categories 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

· Self Service Portal (landing page)

· Consumer/Business Service Catalog

· Technical Service Catalog

· “My Account / Profile” for Consumers/End Users

· “Service Outages & Changes” for Consumers/End Users

· “OU & Division Services” for Business Customers/OU Leaders

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