Provision of resource for CMS and Discovery tool (Service Now)

Tender description

Summary of the work Implementation of ServiceNow CMS, CMDB and Discovery which includes elements of design and testing. Providing expert experience in building solutions within ServiceNow as well as integration with a wide variety of other tools. Cater for proxy learning as our staff shadow the work. Expected Contract Length Maximum of 6 months Latest start date Monday 6 November 2017 Budget Range Budget range for the outcome is £300k. Why the Work is Being Done In line with government policy, the Agency has set out to transform its ICT estate to a digital, cloud hosted, open source, multi-supplier environment within a cloud-hosted environment to deliver a transformed ICT estate and reduce total cost of ownership. To complement the DVLA transformation a new IT strategy has been developed. This work is to implement the IT strategy for the ServiceNow CMS, whilst integrating and federating a range of legacy code repositories and deployment tools, including Rational ClearCase and Gen8 toolset Problem to Be Solved The Supplier will be required to develop ServiceNow to have an out of the box functioning CMS which integrates with a federated ServiceNow CMDB, develop Import Sets, templates and policies for two way integration to other data sources and systems such as BMC ADDM, SCCM, Asset tags and other various infrastructure tooling. Potentially deploy the ServiceNow discovery tool to authenticate Cloud CI’s (In-house product selection in progress), and integrate our existing BMC ADDM discovery tool. The DVLA developers currently lack the experience to deliver this requirement but will need to be familiar with it to support it upon project completion. Who Are the Users Internal DVLA customers will need ServiceNow to have an out of the box functioning CMS which integrates with a federated ServiceNow CMDB and chosen cloud discovery tool tbc (ServiceNow or BMC). Regular communication with the DVLA Project Manager and other project team members will also be a requirement to ensure progress is tracked internally. Our internal teams will need daily onsite communication with the supplier to remediate any issues, and will need to be familiar with the delivery of the CMS system and discovery tool throughout the project, including its designs as they will be supporting it in the future. Work Already Done The ServiceNow tool is currently in place and licenced. Existing Team Our existing ServiceNow team consists of 1x Skilled developer and 3x training developers. Current Phase Not applicable Skills & Experience • • Proven expert knowledge of ServiceNow development • • Proven skills to develop ServiceNow import sets, templates and policies for two way integration to other data sources and systems. • • Demonstrable experience of building ServiceNow CMS and Discovery • • Evidence of experience of working within Agile development environments • • Evidence of experience of working at significant scale • • Understanding of IT Service Management (ITSM) and Information Technology Infrastructure Library (ITIL) frameworks. • • Understanding of Incident, Problem, Change, Knowledge, Event, and Configuration Management, and correlated functionality, in ServiceNow. Nice to Haves • Evidence of experience of BMC Discovery Work Location DVLA Swansea, Longview Road. Working Arrangments Requirement dictates location, expectation that this would be an on premise requirement. Security Clearance SC and must be able to evidence No. of Suppliers to Evaluate 10 Proposal Criteria • Value for money • Estimated timeframes for the work • Technical solution Cultural Fit Criteria • • Able to form effective relationships with people of all seniorities and job types • • Self-starters who inspires others to action • • Strong bias to shape and simplify systems rather than to accept and operate systems Payment Approach Fixed price Evaluation Weighting Technical competence 70% Cultural fit 5% Price 25% Questions from Suppliers 1. ServiceNow has micro sized skilled community, very limited out of the box functionality and most importantly can't be hosted on government cloud. We embrace Multi-Award winning Wordpress CMS with it's multi-million community, that writes documented code, workflows and setting up professional standards. Wordpress powers over 50% of worlds eCommerce/multi-user websites, with easy to setup multiple user roles with different permissions, it's 50000+ Plugins, 10000+Themes(multi-templated-systems) you can achieve almost any functionality out of the box, proven - at list 60% cheaper production & maintenance, than any other self-hosted or cloud CMS out there. Would you consider to shift to the WordpressCMS? The specific requirement is for resource to implement a ServiceNow CMS (Configuration Management System) as per our current IT strategy. There is no requirement to use a different product or service at this time.’ 2. Can I please check the requirement for SC clearance? We are able to have our team SC cleared but do not have this available at present (previous clearance has recently lapsed). Does this immediately rule us out of this opportunity? SC clearance will be required from the start date. 3. What is the user base that will be supported by SNOW? Approximate number of ITIL licences, CIs and Assignment Groups and Resolver Members? - How is ServiceNow currently hosted - On premises/ Cloud ? - IBM Rational Clearcase- what functionalities those needs integration with SNOW. What sort of database is used by Clearcase - Gen8- Is the Gen8 toolset from CA Technologies that needs integration with SNOW? Also what module and functionalities that will require to be integrated and what database the Gen8 tool is using? - Approximately how many CIs need to be identified, discovered and build relationships. ITIL users = approx. 500 / Approvers = approx. 50 / Self Service = approx. 5000. ITSM processes will need to be integrated with CMS/CMDB (i.e. Change, Problem, Incident and Request).ServiceNow is Cloud hosted IBM Rational Clearcase and Gen 8 integration is not a mandatory requirement, however understanding how you might deliver the integration with such tools would be useful. We would want to federate the ServiceNow CMS with ‘OSL’ features, BitBucket, AWS, Azure and other tools.We would want to work with the chosen supplier to define the breadth and depth of CI’s, and their attributes and relationships. 4. . How is current tool ownership manged. Are there any tools owned and managed by suppliers or cloud based? - What are other types of data source are in scope to develop SNOW import sets, templates and policies for two-way integration? - What are the other infrastructure tooling components that SNOW needs to be integrated with? - Will there be any requirement to formally develop and impart a training schedule to the SNOW users? - Are there any key supplier dependencies that will affect the start and end of the SNOW implementation? Tools are mostly owned by DVLA.Data sources include AWS/Azure APIs, Unix/VMWare hypervisors, network management components, monitoring tools such as SolarWinds and deployment tools/artefacts such as Ansible/Terraform. We’re open to advice on the methods of discovery and integration with our environment (API integrations vs. Deploying agents).CMS need’s outbound integration to Event Management (BMC PNet 9.6 in the current phase of activity), Inbound from Event Management to Incident and Problem Mgmt. Potential inbound from Release/Deployment tools to CMS/Change Management modules. Integration(s) into Alerting (SMS)/Collaboration (Skype). Potential integrations from Knowledge Management to Agency EDRM, and to/from SNOW PPM to Jira.