Home Office CMDB Design Support

Tender description

Summary of the work The Home Office (HO) continue to develop in-house service management capabilities. To support this process the HI plan to build out the CMDB within ServiceNow. The Home Office want to ensure they get best value from their CMDB and want Subject Matter Expert (SME) support to help us achieve this. Expected Contract Length Call of for up to 13 months with initial SoW for 20 to 30 days Latest start date Wednesday 1 November 2017 Why the Work is Being Done The Home Office (HO) continue to develop in-house service management capabilities. To support this process the Home Office plan to build out the CMDB within ServiceNow. The Home Office is implementing a Service Integration and Management (SIAM) model and in-sourcing some service provision. The Home Office want to ensure they get best value from their CMDB and want Subject Matter Expert (SME) support to help us achieve this. Problem to Be Solved How best to implement a CMDB in a large organisation, develop business use cases, identify the benefits to the HO and best value to implement focusing on delivering essential capability Analysis, (minimum): - How should the CMDB be used to support the core service processes and the management of transient cloud environments? - What should be stored in the CMDB against data that may be generated on an ad hoc basis through audit tools? - What data needs to be held within the CMDB to support in-sourced service provision? - What discovery tools should be used, ServiceNow Discovery or others? Who Are the Users The key users will be service management, operations and service providers within the HO. These teams include: - Service Management teams such as incident, operational change and software licence management; - Internal service providers such as application support teams; - External service providers that will use the HO CMDB, for example, the EUC support provider; and - Security service providers such as the HO Security Operations Centre. Work Already Done ServiceNow is the HO service management tool. Service data and some CI data has been transferred from Fujitsu and other third party suppliers as the HO have disaggregated and in-sourced services from historic, large outsource contracts. A target operating model has been defined. Some requirements and related high level design documentation have been produced for the CMDB. Existing Team The following HO teams are currently in place: - The Live Services Transformation programme team; - The Asset and Configuration Management team; - The Software Licence Management team; - The ServiceNow Development team; These teams will be available to provide direction and information to the Supplier. Current Phase Live Skills & Experience • Proven experience and knowledge of implementing different types of CMS and related CMDBs also within ServiceNow. Eg., what should a SIAM provider's CMDB hold versus a CMDB for Service Provision • The Supplier will have learned lessons from implementing different types of CMDB and will be able to apply these lessons to the HO service teams • The Supplier will be able to articulate and, where possible quantify, the benefits the HO should be able to realise from implementing a CMDB • Proven experience and knowledge of using asset and CI discovery tools, such as SCCM, and their relationship with a CMS and/or CMDB • Past experience of integrating cloud based CI repositories with a CMDB, and/or use these repositories, to provide service management, operations and service providers with the information needed to provide service • The Supplier will have in-depth knowledge of ITIL and how, using practical experience from implementing different types of CMS/CMDB, the CMS/CMDB can be used to support its processes • Past and proven experience of implementing CMDBs using ServiceNow • Have the skills necessary to work in a consultative manner with different stakeholders to produce detailed documented options and plans we should adopt to implement the best value CMDB Nice to Haves • The Supplier will have experience of how a CMS/CMDB should be used to support a Security Operations Centre • Have experience of integrating a range of cloud based repositories with a CMDB. Including integration of: o Amazon Web Services (AWS); o Microsoft Azure; o Private clouds based on VMware • Have had experience of using application dependency discovery tools and will be able to provide guidance on when to use these tools versus building CI dependencies based on architectural documentation • Experience working in “rainbow teams” of mixed customer staff, other suppliers and contractors Work Location Lunar House, Croydon. Occasional travel to other Home Office locations may be required. Day rates are to include travel and subsistence within the M25. Working Arrangments Onsite full-time 5 days a week. Co-located with other Home Office Live Service teams. Security Clearance SC Security Clearance is required to operate on this project. Must hold or be willing to undergo security clearance (SC). Additional T&Cs Exit Activities Travel and Subsistence Break clause No. of Suppliers to Evaluate 4 Proposal Criteria • Approach and methodology • How the approach and methodology meet the project's goal • How the Supplier has identified assumptions, risks and dependencies • Team structure and capability • Design and Mobilisation timescales • Value for Money Cultural Fit Criteria • Be flexible - Ability to provide project resources that are flexible in their location of work. • Demonstrate a commitment to excellence • Demonstrate an open and collaborative team approach • Demonstrate flexible working • Committed to team working • Be willing to share skills and knowledge Payment Approach Time and materials Evaluation Weighting Technical competence 50% Cultural fit 15% Price 35% Questions from Suppliers 1. What stage is the software deployment at? are some elements operational (service now) and CMDB at the design stage? ServiceNow is operational in respect of Incident, Problem, Change and Request Fulfilment, including Enterprise Portal. In addition, there are other modules scheduled for deployment; GRC and Security. ServiceNow is currently being used to store some asset information, the data within the CMDB is populated via manual imports and we do not currently have any discovery tools in place. The purpose of this procurement is to undertake the re-design and re-implement the CMDB, to ensure we are building out a CMDB which has identified the current and future needs of the Home Office. 2. How is the ITSM community structured? centralised team or dispersed across the organisation? There is currently a core ITSM community, HO DDaT Live Services, within the Home Office. The ITSM community is dispersed across the country largely in five locations; Croydon, Hendon, Manchester, Liverpool and Southport. The Software Asset and Configuration Management team are primarily located in Croydon. 3. Are you able to give us an indication on your budget estimate for this project? We are not proposing to disclose the exact budget for this programme of work at this stage as we are looking to the market to confirm the team size and duration required to deliver the requirements. 4. How big a team do you think is required to fulfill this requirement?Note - the response to this question is greater than 100 words and has therefore been split across this question and the one immediately below. The Home Office regard this as primarily a knowledge and experience engagement, where the supplier is able to bring their experience of implementing multiple CMDB’s with varying objectives cross multiple clients. They will quickly help the Home Office identify the specific areas where the Home Office has most to gain from the re-implementation of its CMDB, as well as identifying those areas where there will be little benefit from pursuing. The supplier will guide the Home Office on the best combination and configuration of its existing tools sets and data to meet the agreed objectives, as well as identifying requirements... 5. How big a team do you think is required to fulfill this requirement?Note - the response to this question is greater than 100 words and has therefore been split across this question and the one immediately above. ...for any additional tools and data sets that may be needed. Finally the supplier will provide SME oversight and guidance to the existing delivery teams who will be building, configuring and populating the updated CMDB.The view of the Home Office is that this will require an SME who will lead the overall engagement and provide continuity, they then will be potentially supported by a small group of SME’s who will engage during key phases of the engagement as required