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SUBJECT: Response to Questions FROM: Robert Coyle, Contracting Officer
DATE: 09/02/2015
The following questions were provided by interested parties concerning the ServiceNow Support requirement. The Contracting Officer’s Response is as below:
| Q1 |
| Is there are requirement for assistance or additional consulting services for ITIL Process Development or is NTIS expecting to use the “Out-of-the-Box” ITIL processes provided by the ServiceNow Tool? |
| A1 |
| The contractor will assist NTIS in the further development of ITIL processes using the Service Now tool. These processes will not necessarily be limited to the tool’s “Out-of-the-Box” capabilities. |
| Q2 |
| Does NTIS have a complete and updated set of documentation for their current ITIL processes? |
| Q3 |
| Are there any requirements to migrate data from the current IT Service Management tool? |
| Q4 |
| Our RFI response proposed a teaming arrangement with our ServiceNow Partner. Is it acceptable under the contract for that person to be a subcontract? |
| A4 |
| All personnel provided/actions taken must be in accordance with any subcontracting requirements, policy, or regulation as required by the HUBzone Program and SBA. NTIS has no preference with regard to secondary/tertiary agreements aside from compliance. |
| Q5 |
| Paragraph 1.10 states the Kick Off Meeting will be scheduled NLT 10 business days and the Paragraph 6.1 Item 2 states NLT 5 business days. We would propose that this be clarified at NLT 10 business days. |
| A5 |
| The incidence in Item is now to read ‘NLT 10’. |
| Q6 |
| What is the current tool being used at NTIS for Service Desk, Trouble Ticketing, Incident Management, etc? |
| Q7 |
| It appears you are looking for only one resource (Senior Administrator) for this? Is that true? |
| Q8 |
| Submitting a draft project plan during kick off without knowing all details is the not the right approach. Would government consider giving at least 10 business days for the draft plan development after kick off? |
| A8 |
| The project plan may be submitted up to 10 business days after the kick-off meeting. |
| Q9 |
| In the price template, you are asking for hourly rate yet in the SOW it is stated as Fixed price (FP) contract. Is it T&M or FP? If FP, how many hours should we assume for the resource? |
| A9 |
| This is a fixed price agreement. However, in order to conduct price reasonableness and aid in evaluation, the hourly rate is requested to be provided. As noted, the estimated level of effort is one (1) FTE. |
| Q10 |
| In the SOW – section 7.1, it was stated that metrics for performance measurement would be stated in task orders. Is this an IDIQ contract with task orders? |
| A10 |
| This has been removed. It is not an IDIQ. |
| Q11 |
| Will NTIS consider opening this action to Non-Hubzone Small Businesses? |
| A11 |
| No – more than two (2) Hubzone concerns have expressed interest. |
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