ServiceNow PWS.pdf

Headquarters Air Combat Command (HQ ACC) 805th Combat Training Squadron Nellis AFB, NV 89191

Shadow Operations Center Nellis (ShOC-N)

Performance Work Statement (PWS)

For

ServiceNow IL4 Software Installation, Implementation and Support

1.0 INTRODUCTION/BACKGROUND.

The purpose of this initiative is to purchase, implement, and receive support for ServiceNow at IL-4 to replace the current project management and ticketing function of the ShOC-N. The application will be used as a centralized platform for managing project management, new tech on-boarding and customer interactions. and support for payroll adjustments and other customer requests and inquiries.

2.0 Contract Awardee shall provide the following.

Part Number Description Qty PROD12492ITAM ServiceNow® Agile Team - Module (Monthly)

ServiceNow - PROD12492 Start Date: 06/29/2024 End Date: 06/28/2025 1

PROD17800-ESI ServiceNow® Business Stakeholder User v4 (Priced Monthly 1 Year Term) ServiceNow - PROD17800 Start Date: 06/29/2024 End Date: 06/28/2025 20

PROD19279

ServiceNow® Customer Service Management Professional - Fulfiller User v7 (Priced Monthly 1 Year Term) ServiceNow - PROD19279 Start Date: 06/29/2024 End Date: 06/28/2025 10

PROD00064-ESI

ServiceNow® Instance - Government Data Center (Priced Monthly, 1 Year Term) ServiceNow - PROD00064 Start Date: 06/29/2024 End Date: 06/28/2025 2

PROD16953-ESI

ServiceNow® Strategic Portfolio Management Professional - SPM User (Priced Monthly, 1 Year Term) ServiceNow - PROD16953 Start Date: 06/29/2024 End Date: 06/28/2025 30

PROD15338-2

ServiceNow AI Search Starter ServiceNow - PROD15338 Start Date: 06/29/2024 End Date: 06/28/2025 1

PROD22417-2

Integration Hub Starter v4 - Transactions (Monthly) ServiceNow - PROD22417 Start Date: 06/29/2024 End Date: 06/28/2025 1

PROD15179-ESI

ServiceNow® Learning Credit (Priced Monthly, 1 Year Term) ServiceNow - PROD15179 Start Date: 06/29/2024 End Date: 06/28/2025 5500

PROD00073-ESI ServiceNow® Implementation - Tailored - T&M (Hourly Rate) ServiceNow PROD00073 670

PROD00073-ESI ServiceNow® Implementation - Tailored - T&M (Hourly Rate) ServiceNow PROD00073 740

TRAV&EXP

Travel and expenses not to exceed $7500.00

3.0 Description of Work.

The contractor shall provide, install, configure, implement, provide training, licenses, and support for ServiceNow IL4 software. The implemented ServiceNow software will enable a seamless ticketing, process, and dashboard tracking capability for major initiatives such as Service Desk Operations for the ShOC-N.

4.0 Objectives.

The contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items necessary to deploy, implement, and provide user training and follow-on software maintenance and support for ServiceNow IL4 the capabilities outlined in Section 2. The contractor shall provide project management to ensure successful execution of the ServiceNow capability.

5.0 Scope.

ServiceNow is a cloud computing platform used to manage digital workflows for enterprise operations. ShOC-N requires ServiceNow software and support to modernize its IT Ticketing capability from an on-premise network environment to a cloud-based digital enterprise management capability (SaaS). ShOC-N requires software licenses, training, and tailored implementation support services for the above-listed software. The ServiceNow platform will allow the enterprise to benefit from previous investments in automation, and business process improvements, and common toolsets.

The contractor shall provide the software licenses and be responsible for the deployment of the ServiceNow Platform. In order to deploy the ServiceNow capability, the contractor will require access to the ShOC-N network. Activities and applications included in the contract scope of work include:

• Initiate

• Examine o Core Configuration Workshop o Process Workshops

• Plan

• Create o Core System Setup o Incident Management o Problem Management o Change Management o Release Management o Service Catalog / Request Management o Knowledge Management o Service Mapping o ServiceNow Discovery o Strategic Portfolio Management

• Transition o User Acceptance Testing (UAT) o Training o Knowledge Transfer o Go-live

6.0 Performance Requirements.

6.1 Project Management/Implementation Plan.

The contractor shall provide an implementation plan to include scheduled milestones covering project planning, implementation, user training, and follow-on software support. An initial draft of the implementation plan will be required within 15 calendar days after contract award.

The final implementation plan shall be provided within 30 calendar days after government review and approval of the initial draft plan. The contractor shall provide weekly status reports to the ShOC-N project manager detailing progress against the implementation plan, including any issues or risks identified, and mitigation strategies being employed.

6.2 Software Deployment and Configuration.

The contractor shall deploy the ServiceNow IL4 software in accordance with the approved implementation plan. The contractor shall configure the software to meet ShOC-N's operational requirements. The contractor shall ensure that the ServiceNow environment is fully operational and configured for high availability and disaster recovery purposes.

6.3 Training and Knowledge Transfer.

The contractor shall develop and deliver comprehensive training to ShOC-N personnel to ensure they are proficient in using the ServiceNow platform. Training shall include, but not be limited to, administrative functions, daily user functions, and reporting capabilities. The contractor shall also provide all necessary documentation and knowledge transfer to ShOC-N personnel to enable self-sufficiency in operating and maintaining the ServiceNow environment.

6.4 Software Maintenance and Support.

The contractor shall provide ongoing maintenance and support for the ServiceNow software for the duration of the contract. This includes providing all software updates and patches in a timely manner, as well as technical support to address any issues or questions that arise during the use of the software.

6.5 Licensing.

The contractor shall provide all necessary ServiceNow IL4 software licenses required for the ShOC-N to utilize the platform. The contractor shall manage the licenses and ensure compliance with all ServiceNow licensing terms and conditions.

7. Deliverables.

7.1 Implementation Plan.

An initial draft implementation plan within 15 calendar days after contract award and a final implementation plan within 30 calendar days after government review and approval of the initial draft.

7.2 Weekly Status Reports.

Weekly status reports detailing progress, issues, risks, and mitigation strategies.

7.3 Training Materials and Documentation.

Comprehensive training materials and documentation to enable ShOC-N personnel to become proficient in the use of the ServiceNow platform.

7.4 Operational ServiceNow Environment.

A fully operational ServiceNow IL4 environment configured for ShOC-N's requirements.

7.5 Software Maintenance and Support.

Ongoing maintenance and support for the ServiceNow software, including updates and technical support.

7.6 Software Licenses.

All necessary ServiceNow IL4 software licenses managed and compliant with licensing terms and conditions.

8. Period of Performance.

The period of performance for this contract shall be one base year.

9. Place of Performance.

The work to be performed under this contract will be performed at ShOC-N facilities and remotely, as appropriate.

10. Government-Furnished Equipment (GFE)/Government-Furnished Information

(GFI).

The government will provide access to ShOC-N network environments, as well as any necessary GFE/GFI, to support the contractor in the performance of this contract.

11. Site Access and Security Requirements.

The 805 CTS shall provide written guidance regarding any security requirements for access to facilities, systems, and networks. The guidance should outline all the security requirements associated with information, networks, or systems being accessed. The contractor personnel shall comply with all ShOC-N security requirements, including but not limited to background checks and compliance with IT security policies and procedures.

11.1 Personnel Security.

The personnel security requirements for this contract/order cover the individuals supporting the Task Areas delineated in this contract. Contractor personnel must possess at a minimum an interim Secret or final security clearance and interim or final IT-level eligibility when performance of contract starts. Only U.S. citizens may be assigned to these engagements.

Therefore, Contractor personnel who currently hold dual citizenships and/or active foreign passports must report possession of a foreign passport to their Company security office and Facility Security Officer (FSO). Contractor personnel must report any use of a foreign passport to enter or exit the United States to the FSO. The FSO shall follow guidelines as set forth within the SECURITY EXECUTIVE AGENT DIRECTIVE 4 (SEAD 4).

9.2.1 This DoD work effort involves access to classified workspaces and access to unclassified material. Personnel shall adhere to the Privacy Act, Title 5 of the U.S. code, Section 552a and applicable agency rules and regulations.

9.2.2 The contractor shall ensure that all contractor personnel possess the specific security clearance before reporting to work. The contractor shall provide all forms and information, apply for clearances and shall be responsible for any expense incurred in obtaining security clearances for the contractor employees.

11.2 Mandatory Training.

All selected contractor personnel are required to complete the following mandatory annual trainings in order to comply with the DoD IT security requirements listed below.

• Cyber Awareness Challenge

• Personally Identifiable Information training

• DoD Initial/Refresher Security Training:

• Counterintelligence Awareness and Reporting Training

• Insider Threat Awareness Training

• OPSEC Training

• Unauthorized Disclosure of Classified Information for DoD and Industry

• Introduction of Information Security

• Controlled Unclassified Information

11.3 Visit Authorization.

The Contractor and/or subcontractor(s) are responsible for submitting a visit authorization letter via the Defense Information System for Security (DISS) to the 805 CTS/Security Office after personnel have been approved to perform on the contract. The DoD SMO Code will be provided to the Company Facility Security Officer (FSO) upon request. The Contractor shall also prepare and submit site visit letters no less than fifteen (15) business days prior to the start date.

11.4 Building Access.

Any work performed at the government facility, Bldg 202, 3663 Tyndall Ave, Nellis AFB, 89191, requires access to classified networks at the Secret level and will require a vendor registered FCL.

• Contractors will require access to Restricted Data and controlled unclassified information to perform duties.

• Operations Security (OPSEC), will comply with AFI 10-701, Operations Security, local plans and publications.

11.5 Disclosure of Information.

The contractor shall not release to anyone outside the ShOC-N any unclassified information.

Contractor personnel shall not divulge, or release privacy data or information developed or obtained in the performance of this task order, until made public or specifically authorized by the Government. The Contractor shall not use, disclose, or reproduce third party companies’ propriety data, other than as authorized and required in performance of this task order. The Contractor’s procedures for protecting against unauthorized disclosure of information shall not require Department of Defense employees or members of the Armed Forces to relinquish control of their work product, whether classified or not, to the Contractor. The 805 CTS will provide security guidance in accordance with Federal Acquisition Regulation (FAR), specifically FAR clause 52.204-2, Security Requirements and FAR Subpart 4.4 – Safeguarding Classified Information within Industry by providing a Form DD254.

12. Inspection and Acceptance.

All deliverables under this contract will be subject to inspection and acceptance by ShOC-N personnel. Acceptance will be based on the deliverables meeting the performance requirements and standards defined in this PWS.

This Performance Work Statement outlines the expectations and requirements for the contractor to successfully implement and support the ServiceNow IL4 software for the ShOC- N, ensuring a modernized IT ticketing and enterprise management capability that aligns with DoD cloud strategies and supports the mission of the ShOC-N.