ServiceNow

1. State Department has a need for support services, for CIO advisory service, system modernization recommendations and agile software development services for State department applications. The scope of this work is to provide an experienced and qualified Contractor to install and implement ServiceNow solutions. We have undertaken a strategic program initiative to modernize its information systems and move towards a cloud systems environment. This initiative has established the foundation for a modernized systems environment that encompasses the Bureau's technical architecture to unify disparate hardware platforms; eliminate redundant processes, duplicate data entry, and storage systems; and update business applications in order to better meet the Bureau's missions with respect to the International Traffic in Arms Regulations (ITAR). 2. The contractor shall provide the technical expertise to implement and maintain ServiceNow. ServiceNow is a commercial-off-the-shelf (COTS) tool that provides services management solutions to implement for case management and application development purposes. - Licensing application - Registration application - Watchlist application - Portfolio & Procurement application - Portal and website design - Ad hoc applications as approved by management 3. Initiation/Planning/Discovery - Achieve a common understanding of the business need and potential impact Requirements Definition - Understand the system needs and the basic path to achieve those needs - Prepare System Development Life Cycle (SDLC) documentation in accordance with the DDTC specifications - Identify, analyze, specify and document the business, operational, and security requirements of the project so that the solution meets DDTC's needs - Review and analyze the current solution features and specifications to determine what changes, if any, are needed to accommodate the new requirements - Identify documents for the business processes that will drive the requirements - Elicit, analyze and document the business needs and data requirements - Support for the development of system security documentation, including but not limited to system security plans, contingency plans, business impact assessments, and privacy impact assessments - Develop intellectual property and documentation artifacts as required, including but not limited to, installation guides, software release notices, and data models in accordance with requirements and standards established by the Change and Configuration management processes, including the Configuration Control Board. Design - Reach technical agreement on how and when the solution will be implemented - Develop design documents which includes the detailed functional, technical, architectural, and security specifications for the software solution - Develop contractor test plan and test scripts, scenarios, use cases. Development and Unit Testing - Build and verify the system, and to establish a plan and approach to implement the system - Develop the software solution to meet the specified requirements according to the approved requirements document and approved design document - Finalize test plans - Finalize contractor test scripts, scenarios, and cases - Finalize the requirements traceability matrix (RTM) - Perform data conversion activities - Develop installation guides - Support the design and development of training materials and on-line help/user manuals (e.g., provide input to training Contractor, conduct train-the-trainer) - Develop IT operations and support manuals - Support the finalization of system security documentation with results from the certification and accreditation test Integration and System Testing/Acceptance - Consent to the system as ready for use in the operation environment - Conduct system integration testing in the identified testing lab -validate that the software solution modules and components will work as expected with other modules, components, systems, and applications in the expected environment. - Conduct testing/verification -validate the software solution as a whole meets the functional and operational requirements and meets user expectations - Conduct beta pilot tests - Support IV&V and deployment readiness review activities, as required - Conduct software testing in integrated lab, as required. Deployment - Transition the system into operational use according to DDTC procedures - Support for deployment and release activities 4. DoS Standards All work shall be completed in accordance with the standards, procedures, and guidelines provided in the DoS Foreign Affairs Manual, Information Technology Systems (5 FAM 600) and/or any other standards as may be identified by the GPM. Any additional relevant standards will be provided to the contractor at the outset of this contract or as needed during the execution of this contract. Deliverables and tasks must be executed and documented in conformance with and as required by the government. The Bureau of Political and Military Affairs uses the following standards: - Capability Maturity Model Integration (CMMI) at least maturity Level 2 - Information Assurance Analysis & Certification Division (ACD) Standards - Diplomatic Security Standards - Federal Information Security Management Act (FISMA) Standards (http://csrc.nist.gov/groups/SMA/fisma/index.html) - Federal Acquisition Regulation (FAR) (http://www.acqnet.gov/FAR/) - DOSAR 652.239-70: IT Security Plan and Accreditation - Managing State Projects (MSP) - Section 508 of the Rehabilitation Act (http://www.section508.gov/) - Department of State Privacy Impact Assessment - Managing the Project Cycle: The Department employs Managing State Projects methodology, as prescribed by 5 FAM 600, for managing the project cycle. This project cycle defines project phases, activities, products and control gates. The contractor shall incorporate the appropriate phases, activities, products, and control gates into its proposed project plan for this contract. Not all phases, activities, products and/or control gates are required for all tasks. The contractor shall incorporate only those components that are relevant to the size, scope, and complexity of the activities for this task order. 5. The contractor will be required to provide personnel with clearances at the SECRET level. Accordingly, a Secret Facility Clearance is required. Secret clearances are required for all other personnel assigned to this contract. These positions include, but are not limited to application developers, analysts, testers, and WEB developers. The Department of State is unable to sponsor sub-contracted companies for Facility Clearances. 6. Work will be performed both at contractors' facility and at the State Department DC location. Travel may be required and will be pre-approved by he government and reimbursed based on JTR. 7. The initial task will involve defining requirements, determining roles and permissions, agile software development to develop and deploy iterative functionality and user training. 8. To be considered, potential providers are requested to provide a) their input and advice on how to proceed, b) their ServiceNow capability, c) their ServiceNow past performance (in years), d) provide a relevant CPARS, and e) identify the appropriate contract type or vehicle for this requirement expected to be Base plus two (2) option periods. 8. As this is a Request For Information (RFI), potential providers shall need to demonstrate their understanding and clarifying questions will not be entertained. Such a demonstration will bolster the potential provider's credability in meeting the ServiceNow requirements.