HO DDaT Live Services - Service Management & Service Architecture Partner

Tender description

Summary of the work HO DDat Live Services is transforming to become the Service Integrator to a wide range of suppliers and internal operational teams. Additional Service Management capability is needed to maintain the quality of Services while transitioning. Additional Service Architecture capability is needed to design and transition new services. Expected Contract Length 1 year with option for 2 further 6 month extensions Latest start date 05/12/2016 Budget Range This budget is based on the staff profile set out under "How You Will Assess Suppliers". In practice the staff profile will vary over time. Why the Work is Being Done HO DDat Live Services is transforming to become Service Integrator to a wide range of suppliers and internal operational teams. A partner is needed to provide capability and expertise within three work areas: - Service Operations - control IT Service Management processes and functions and including Incident Management, Change Management, Asset & Configuration Management, Release Management and Service Desk - Service Management & Integration - provide effective operational control, service performance and supplier management of live services - Service Architecture - produce comprehensive and forward looking service designs and manage the structured and safe transition of projects to live service. Problem to Be Solved 1) Service Operations - identify and put in place Service Improvements to adapt to disaggregation and internal operational teams, in partnership with the programme to transform Live Services. 2) Service Management and Integration – improve Service Level Management to adapt to disaggregation, and internal operational teams, in partnership with the programme to transform Live Services. 3) Service Architecture - carry out service design and transition of the following projects and programmes including: • Home Data Analytics Capability (HODAC) • DBS Service Desk • Digital Services at the Border (DBS) • Home Office Biometrics Programme (HOB) • End User Compute (EUC) Who Are the Users As a user I need IT Services that are secure, reliable and cost effective so that I have the complexity of individual technologies, suppliers and internal operational teams hidden from me, and I can be productive. Early Market Engagement Not Applicable Work Already Done We have an existing partner providing similair services, obtained through a G-Cloud procurement. We wish to define re-procure this provison as we move to more advanced state of Service Integration. Existing Team The Live Service team is a blend of Civil Servants complemented by contract staff and specialist companies. The size of the total team is approximately 400. Current Phase Not applicable Skills & Experience • 4 years service management experience and 2 years experience of operating an ITIL aligned Change Management processes. • Experience of operating Change Management using the ServiceNow ITSM toolset. • Experience contributing to Change Advisory Board (CAB), ECAB and Post Implementation Review (PIR) meetings. • 4 Years Service Management experience and 2 years experience of operating an ITIL aligned SACM processes. • Experience of operating SACM using the ServiceNow ITSM toolset. • At least 4 years experience of IT service management and at least 2 years experience of operating ITIL aligned Incident and Major Incident Management processes. • Experience of operating Incident Management using the ServiceNow ITSM toolset • Experience of effective management of service affecting incidents, including prioritising remedial activities to best mitigate the impact. • At least 4 years experience of IT Service Management and at least 2 years experience of operating an ITIL aligned Release process. • Experience of operating Release Management using the ServiceNow ITSM toolset • The ability to ensure that release policy and strategies are adhered to, and that new or changed services are planned, tested and authorised prior to deployment. • At least 4 years experience of IT Service Management using ITIL aligned Service Management processes. • Experience of providing Service Management using the ServiceNow ITSM toolset • Experience supporting service reviews and operational review meetings with suppliers (internal and external), developing effective supplier relationships and validating supplier invoices. • ITIL V3 Expert Qualification • At least 5 years experience of IT Service Management and at least 2 years experience of Service Architecture • Experience working with the ServiceNow ITSM toolset • Relevant ITIL V3 Qualifications, including Managing Across the Lifecycle. • At least 4 years experience of IT Service Management and at least 2 years experience of Service Design & Transition • Experience of introducing services to the ServiceNow ITSM toolset Nice to Haves • The ability to participate in Change triage, identifying the required assessors, and if necessary challenging them to provide effective assessments and then a review these assessments. • The ability to challenge the change priority and classification where necessary to ensure that the change is progressed using the correct workflow and within the correct timescales. • The ability to Identify changes which may require Post Implementation Reviews • Experience of assuring that the Asset Register is populated and updated by Suppliers, and maintaining agreed Configuration Management System controls • The ability to assure compliance with software licence agreements including verification, audits and ad-hoc Service Asset reporting. • Ability to apply process, methods, tools and applications to ensure customers obtain the best possible availability and performance from delivered services. • Ability to ensure that skills and knowledge are transferred to service operation functions to enable the effective and efficient delivery, support and maintenance of services • Experience conducting Release Readiness Reviews, ensuring that risks to the business and IT are identified and managed and verifying that changes within a release are compatible • Ability to ensure the integrity of release packages and ensure they are stored in a Definitive Media Library (DML) and recorded accurately in the Configuration Management System (CMS) • Ability to ensure that skills and knowledge are transferred to service operation functions to enable the effective and efficient delivery, support and maintenance of the service • Experience of reviewing services against SLAs to ensure they either meet or exceed performance targets and any potential conflicts or risks are understood and mitigated. • Ability to apply process, methods, tools and applications to ensure customers obtain best possible availability and performance from delivered services, including coordinating activities within the Incident and Problem Management functions. • Able to support the design, agreement and implementation of the relevant Service standards and processes across all relevant suppliers, including cloud suppliers. • The ability to produce comprehensive and forward looking service designs, incorporating industry and government standards, and contribute to Home Office standards. • The ability to ensure that requirements for live service are incorporated early in programmes and projects • Experience managing the structured and safe transition to live service • Experience putting in place support arrangements and Service Level Agreements that are proportionate, affordable, and support the business needs. • Experience managing service transition activities through the lifecycle until successful acceptance into live operation, including the production service design package and other required artefacts. • The ability to work closely with the technical teams and business to ensure that the agreed design principles and standards are embedded into their solutions throughout the lifecycle. Work Location Central London and Croydon. Much of the Central London team is expected to relocate Croydon before the end of the year. Working Arrangments The team is expected to be onsite atleast 4 days a week - to promote quick collaboration and team interaction across the varied services. Laptop computers will be provided, but they should supply their own mobile phones. Expenses will only be paid for travel outside of Greater London. Security Clearance All staff engaged on the programme must be security cleared to SC level (or be prepared to undergo clearance process prior to being engaged). Additional T&Cs Additional terms under the following categories will apply: Financial Reporting, Acceptance Certificates, Change in level of resources required, Day Rate Card, Expenses No. of Suppliers to Evaluate 10 Proposal Criteria • Essential skills and experience, including quality of submitted CVs • Team Structure and Organisation • Approach and Methodology • Value for Money • Innovation (any alternative proposals to deliver the services or to improve the quality of the services delivered). Cultural Fit Criteria • Collaborative working with Civil Servants and other suppliers • Transparent decision making • Flexible approach • Encouraging colleagues • Skills transfer to Civil Servant team Payment Approach Time and materials Evaluation Weighting Technical competence 65% Cultural fit 15% Price 20% Questions from Suppliers 1. A number of the requirements state that the supplier must have experience of working with ServiceNow. As the process is typically more important than the software used to manage it, would you be willing to reconsider this stipulation? Both experience of process and experience of tool will be important for the Home Office. We are looking for people who can help us to utilise and leverage the ServiceNow toolset. On this basis, we have not amended this requirement.