SSN-RFI_ServiceNow Hosting and Licenses.pdf

DEPARTMENT OF DEFENSE

WASHINGTON HEADQUARTERS SERVICES

1155 DEFENSE PENTAGON

WASHINGTON, DC 20301-1155

Sources Sought Announcement Notice

Information Management & Technology (IM&T) Directorate of the Defense Security Cooperation Agency (DSCA)

ServiceNow® Software, Hosting and Licenses Follow-On

Request for Information—

Reference No. HQ003422R0122

The Washington Headquarters Services (WHS) Acquisition Directorate (AD) is conducting market research to locate qualified, experienced and interested vendors to provide brand name or equal for ServiceNow® software or similar product, for the Hosting and Licenses requirement, in support of the Information Management and Technology (IM&T) Directorate of the Defense Security Cooperation Agency (DSCA).

Introduction: WHS/AD is seeking information on behalf of DSCA for potential sources to provide brand name or equal for ServiceNow® software or similar product, for the Hosting and Licenses supply requirement.

This Sources Sought Notice is for informational purposes only. This is not a request for proposal. It does not constitute a solicitation and shall not be construed as a commitment by the government. This notice neither constitutes a Request for Proposal (RFP), nor does it restrict Washington Headquarters Services, Acquisition Directorate (WHS/AD) to the ultimate acquisition approach. No contract will be awarded from this announcement. No reimbursement will be made for any cost associated with providing information in response to this announcement. At this time no solicitation exists. Therefore, please do not request a copy of the solicitation or Performance Work Statement (PWS). Responses in any form are not offers.

Background: The Defense Security Cooperation Agency (DSCA) has a responsibility to execute the Department of Defense (DoD) Security Cooperation (SC) programs. To do so, the DSCA directs, administers, provides guidance, and IT Support services to the DoD components and DoD representatives to US missions in conjunction with the SC programs. SC comprises all activities undertaken by the Department of Defense to encourage and enable international partners to work with the United States to achieve strategic objectives. SC is an important tool of national security and foreign policy, and is an integral element of the DoD mission. The agency also manages multiple complex funding streams, both US and non-US; maintains an IT infrastructure to link the entire community; and educates and trains the USG, industry, and partners in SC. On a worldwide scope DSCA supports Security Cooperation Offices in 145 countries, 64,100 students in training from 160 countries, and there are 13,000 active cases. The most well-known, and largest, program that the DSCA manages is Foreign Military Sales, which is the resource that they use to sell defense articles, services, and training to partners. The Agency wants to transform the way our SC partners are serviced by our IM&T, Business Services Division (BSD)) by replacing the internal Manage Engine ticketing tool currently being utilized in the Mechanicsburg location and in turn allow multi-location use of a new customer service ticketing tool; ServiceNow. The Incident Management application that resides within the Information Technology Services Management (ITSM) suite of ServiceNow will be deployed to support SC mission requirements. During initial research of the ServiceNow ITSM suite, the scope of use cases expanded from only incident management to a three-epic approach to implement the entirety of the ITSM suite applications and all platform capabilities.

The following will explore the breadth of implementation requirements and scope of the current epic approach in which DSCA requires three things; licensing, host, and development – of which may or may not be the same contracted entity. DSCA has created a team of employees that constitute a group called the ServiceNow Integrated Product Team (IPT). This team has the responsibility of full oversight of the new product, its epic implementations, and technological requirements throughout the lifecycle of each development, deployment, training, sustainment and operations of each.

Objective: The purpose of this requirement is to provide the necessary licensing and host services, subject matter expertise, and technical support required to facilitate the tasks associated to security of all DSCA data and is administered after host transition services are offered for Epic 1 remediation. The licensing of the services will also be contracted services to ensure the software capabilities are continual without interruption. The contractor shall provide all personnel, equipment, tools, materials, supervision, and other items and non-personal services necessary to perform project management support services.

Because of the fluidity of the support needed, the contractor tasks herein are not meant to be all inclusive.

Additional tasks will be within scope, and of a similar nature, complexity, and skill level. The specific work effort related to these areas will be explained, prioritized, and further clarified on a regular basis by the DSCA ServiceNow Product Owner. Services will be performed within the ServiceNow development, test, production instances, via teleconference and meetings at DSCA locations.

Objective I: Work in tandem with all contracted entities in support of DSCA ServiceNow

Objective II: Transition services from previous host contractor

Objective III: Maintain data, security, and administrative obligations in Host Instance

Objective IV: Provide licensing to enable DSCA purchased functionality

Description of Requirement: The purpose of this requirement is to provide the necessary licensing and host services, subject matter expertise, and technical support required to facilitate the tasks associated to security of all DSCA data and is administered after host transition services. The licensing of the software services will also be contracted services to ensure the software capabilities are continual without interruption.

DSCA requires for the continuation of software services as outlined below.

5. Specific Tasks:

5.1. Host Management:

5.1.1 FedRAMP Information Level:

5.1.2 Service Level Agreement:

5.1.3 Transition Services:

5.1.3 Transition Services:

5.1.5 Testing:

5.1.6 Data Security:

5.1.7 Host Personnel:

5.2 License Management:

5.2.1 License Evaluation:

5.2.2 Licensing Renewal:

5.3 Contract Management:

5.3.1 Project Plans:

5.3.2 Monthly Status Report:

5.3.3 Integrated Master Plan and Integrated Master Schedule:

5.3.4 Trip Reports:

5.4 ServiceNow Platform Version:

5.5 Platform Suite:

5.5.1 Connect:

5.5.2 Configuration Management Database (CMDB):

5.5.3 Demographic Information:

5.5.4 Knowledge Management:

5.5.5 Mid Server:

5.5.6 Notifications:

5.5.7 Reports & Dashboards:

5.5.8 Self Service:

5.5.9 Service Portal:

5.5.10 Workflow:

5.6 Information Technology Service Management (ITSM) Suite:

5.6.1 Incident Management:

5.6.2 Request Management:

5.6.3 Service Catalog:

5.7 Information Technology Operation Management (ITOM) Suite:

5.7.1 Discovery:

5.8 Information Technology (IT) Enterprise Management:

5.8.1 IT Enterprise Management Support:

5.8.2 Project Schedule Support:

5.8.3 Operational Level Agreements (OLAs) and Standard Operating Procedures:

Security Clearance: The classification of work described in this requirement is UNCLASSIFIED. In accordance with DoD 5220.22–R and the Privacy Act of 1974, all Contractor positions working under this requirement are designated Automated Data Processing Level III (ADP-III / IT-3).

Anticipated Period of Performance: One (12-month) Base Period and four (12-month) option periods.

Place of Performance: The Government will provide a suitable infrastructure that promotes the safe and efficient work efforts of the Contractor. Throughout the duration of the task, Contractor staff will be provided with the necessary systems access to the DSCA instance(s). The Contractor will be required to provide an off-site location for all staff IAW their own in-house policies and procedures. Contractors will be restricted to use of contractor provided equipment and networks. Use of personal equipment and networks outside of contractor VPN is prohibited. Daily work efforts will be performed within the National Capital Region (NCR), primarily in Arlington, VA or in conjunction with contractor-assigned location to project members.

Anticipated Contract Type: Firm Fixed Price (FFP)

NAICS: The anticipated North American Industry Classification System Code (NAICS) for this requirement is 541690 – “Other Scientific and Technical Consulting Services” ($16.5M)

Submission Details: Interested businesses having the capabilities necessary to provide the specified services may submit capability statements (no more than eight (8) pages, cover page not included in page limit) demonstrating their ability to perform the specific tasks listed to the following shall submit their interest and capability statement(s) to the following WHS NCR AD Mailbox DSCA Group below:

WHS NCR AD Mailbox DSCA Group: whs.ncr.ad.mbx.dsca-group@mail.mil

The Subject Line should state the following: Sources Sought/RFI Response DSCA ServiceNow® Hosting and Licenses Follow-On: HQ0034-22-R-0122

Capability Statements must be submitted no later than: 5:00pm (ET), on Monday, 21 March 2022, Capability statements will not be returned. No telephone requests will be honored.

Please provide the following information:

1) A brief five to eight page synopsis of similar work performed. Submissions shall be in MS Word or PDF format;

2) How your company can support each of the specific modules and training/usage referenced under the Scope section above;

3) Company Name & Address;

4) Company Web Page;

5) Company Primary Point of Contact Name, Business Title, Email & Telephone Number;

6) NAICS codes associated with the company;

7) Recommended/suggested NAICS codes for this effort, Additional Information on NAICS codes can be found at www.sba.gov;

8) Business Classification / Socio-Economic Status under NAICS Code 541690 – “Other Scientific and Technical Consulting Services”

9) DUNS and CAGE Code Number;

10) Identify contracts your company has been awarded under NAICS: 541690 – “Other Scientific and Technical Consulting Services”, at a minimum, please include – Contract Number, Contract Vehicles, Contract Award Amount, and Period of Performance;

11) Number of contracts currently held with the Government;

12) References (including contact information; Point of Contact name, email address and phone number) of individuals who can verify the demonstrated capabilities identified in the responses;

13) Contract vehicles that would be available to the Government for the procurement of these services to include General Service Administration (GSA) Schedules, Federal Supply

Schedules (FSS), or any other Government Agency contract vehicle. (This information is for market research only and does not preclude your company from responding to this notice.);

As applicable, provide any additional information on services that the company provides along with a brief description of the approach the company would take in providing the services contemplated in this Sources Sought.

Proprietary information and trade secrets shall NOT be submitted as part of a response. Please be advised that all submissions become Government property and will not be returned. The Government shall not be held liable for any damages incurred if proprietary information is submitted, as it is clearly stated this type of information shall NOT be submitted.