Task_Order_3_(System_Upgrade)_SOW.docx

TASK ORDER 3

STATEMENT OF WORK:

ServiceNow System Upgrade FY14

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 a fixed-price contract from a “premier” or “master” level ServiceNow partner for upgrading NIST’s ServiceNow instance from Calgary Patch 1 to the Eureka release.

· ServiceNow system upgrade from Calgary Patch 1 to Eureka. NIST’s environment has 5 instances to accommodate an upgrade process SandBox, DEV, TEST, PRD, and Training.

· Release Notes Review and overview of new and enhanced features

· Review of upgrade history and skipped records; proposed actions and remediations

· Resolving defects found in system, use case, and security testing. (Existing NIST staff will perform testing)

· Defect tracking, and creation of update sets to fix/resolve defects

· Implementing new functionalities available with the new Eureka release; requirements verification, design, development, and testing

· Project Management and facilitation of upgrade process, and progression of instance upgrades and update set promotions: SandBox >DEV > TEST > PRD & Training

CURRENT SYSTEM SETUP AND SPECIFICATIONS

· Below is a high level breakdown of the scope and usage of the current System that will be tested by existing NIST staff and/or contractors.

CONTRACTOR PERFORMANCE REQUIREMENTS / TASKS

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

1. Project Management and Communication

· Project Schedule: Provides a sequenced and scheduled task list for the Requirements described.

· Weekly Status Report: Provide a report based on project schedule to present status of requirents and actual hours spent compared to estimated hours.

2. Release Notes / Plugins Review

· Facilitate a workshop session to review the Release Notes that include changes or additions to functionality and features being provided with the Eureka version upgrade.

· Provide a listing and review of new plugins provided with the new release, and whether the plugins are automatically activated with the version upgrade.

3. Skipped Records Review & Updates

· Review the list of records “skipped” by the upgrade process (grouped by table,) and an estimate (in hours) for each table grouping for completeing

· Provide a listing of skipped records (grouped by table) with proposed remediations/actions (grouped by proposed action type). Examples of action types include:

· remain as skipped

· revert to out-of-box

· revert to out-of-box and re-implement customizations

· Cooridnate with the COR and the Service Management team to establish an approved list (grouped by table & action type) of actions to complete, along with estimates (in hours).

· Complete the approved list of action items approved

4. Defect Resolution System, Use Case, and Security penetration Testing will be performed by existing NIST staff and/or contractors, who will log defects into a tracking list.

· Closure of each defect shall follow a procedure that includes:

· Review & verification of the requirement with the NIST Service Management team

· Review & approval of the proposed solution (prior to implementation) with the NIST Service Management team

· Configurations and development that are captured in various Update Sets or XML records

· Updating the defect tracking list to reflect an accurate and timely status

· As Update Sets or XML records are promoted from DEV to TEST to PRD, new defects maybe discovered and logged, and already closed defects maybe re-opened as a result of regression testing.

5. Configurations and Development for New Release Features Coordinate with the COR and Service Management team to identify new features / functionality to implement along with the system upgrade. A new feature tracking list shall be maintained and updated to document status.

· Implementing each new feature shall follow a procedure that includes:

· Review & verification of the requirement and an effort estimate (in hours) with the NIST Service Management team

· Review & approval of the proposed solution (prior to implementation) with the NIST Service Management team

· Configurations and development that are captured in various Update Sets or XML records

· Resolution of defects found during system, use case, or security testing of the new functionality

· Drafted user & admin manuals for the new functionality

6. Post Production Upgrade Support Provide support and resolution of defects found within 10 business days following the PRD upgrade process.

PERIOD OF PERFORMANCE

PLACE OF PERFORMANCE

· The majority of work may be performed virtually, but onsite collaboration may be required to deliver workshops/trainings and 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

Associated Task(s):

•Task 1: ServiceNow Administration

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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