Home Office - ServiceNow Burst Capability

Tender description

Why the Work is Being Done ServiceNow is used in the Home Office to support the services and processes delivered to the business and the demand for increased users on the platform and functionality has significantly grown over the past 2 years. There is currently a desire to further increase the scope to support new functions such as the 24/7 IT Operations and Cyber Centres and existing operations teams. Plans to expand into ServiceNow modules within IT Operations Management, IT Business Management, Software Asset Management and further enhance existing functionality within IT Service Management, Security Operations, Governance Risk & Compliance, User Experience. In addition to increased functionality, the user base for ServiceNow is growing across different business areas which is increasing the requirement for integrations with the platform and other toolsets and on-boarding of new business groups that have specific security requirements. There is in an in-house ServiceNow DevOps team but to meet the level and spikes in the demand, plus the skills and domain experience required, access to additional ServiceNow experienced resources is required. Problem to Be Solved The level of requirements, plus uncertainty on volume of demand and required timescales requires access to experienced ServiceNow capability often beyond what can be provided by the current in-house ServiceNow DevOps team. Specifically, during periods of exceptional demand or where there is a deficiency in capability and experience. Specific areas where capability and knowledge is limited includes IT Operations Management (Event, Discovery, Orchestration, Cloud Management) and IT Business Management (APM, PPM, Agile Dev, Test Management), Software Asset Management, Governance, Risk & Compliance, User Experience. Where the Supplier is utilised to fill a capability gap there would need to be the ability to knowledge transfer back in to the in-house ServiceNow DevOps team to ensure capability uplift. Who Are the Users ServiceNow is used to support IT Service Operations across the Home Office. Users of ServiceNow include: - End users accessing the Service Catalogue; - Service Operations management, using the data in ServiceNow to manage IT service provision; ServiceDesk staff supporting end users raising IT issues and - Service Operations staff supporting key ITIL processes. In addition, there are evolving capabilities in the Home Office Cyber Security and IT Operations centres (CSOC and ITOC). These will use ServiceNow for Event Management, using integrations with monitoring tools to view and manage business service health, and to manage and monitor Security Incidents in a secure and controlled environment. Early Market Engagement None Work Already Done The following applications and features have been implemented in the Home Office instance of ServiceNow: -Service Portal; - Chat; - Incident; - Operational Change; - Problem; - Service Catalogue; - Service Request Management; CMDB (including SCCM integration) and elements of the CSDM; - web service integrations with multiple 3rd party and in-house applications; -SecOps – Security Incident; - Event Management; - GRC – Risk Management. Existing Team The Home Office has an in-house DevOps team of permanent Civil Servants currently consisting of 8 Developers, 2 Business Analysts, Technical Architect, Delivery Manager, Product Manager and a Testing team. This team is being expanded through additional recruitment and will be supplemented by the successful supplier under this contract. This work will also include regular contact and cross team working with Project and internal Architects in CTO (Central Technology Office), Security, ITOC and CSOC. Current Phase Not applicable Work Location Home Office locations mainly Croydon and Manchester. Occasional travel to other Home Office locations may be required. Currently remote working is appropriate and will be reviewed in line with government advice on Covid 19 working arrangements. Working Arrangments On site working 3-4 days a week co-located with other Home Office ServiceNow resources when required. Currently remote working is appropriate and will be reviewed in line with government advice on Covid 19 working arrangements. Security Clearance SC (security Check) Security Clearance is required to operate on this project. Must hold or be willing to undergo security clearance. Additional T&Cs Professions rate caps will be applied to all standard roles at all SFIA levels. SFIA 1, 2,6 and 7 levels are not required. The rate caps for standard roles will be £450 (SFIA 3), £650 (SFIA 4) and £800 (SFIA 5) Skills & Experience A broad and deep technical understanding of the ServiceNow Platform at both an architectural and coding / configuration level. Web service (REST, SOAP, JSON etc) and integration knowledge and experience ServiceNow certified SMEs in ITOM, ITBM, SAM, GRC, CMDB /CSDM design and Implementation Advisory and consultancy expertise with up to date platform roadmap knowledge, including awareness and understanding of dependencies between different elements. The ability develop, input to and review architectural designs (HLD/ LLDs) Knowledge and experience of operating and delivering functions such as ITOC/ CSOC, specifically utilisation of ServiceNow to underpin the capabilities In depth understanding of Security controls, mitigations, encryption, best practice for the ServiceNow platform to help inform secure by design approach Understanding and experience of implementing ServiceNow best practices Experienced ServiceNow Business Analysts that can take stakeholder requirements and produce refined quality user stories User Experience specialists At least 3 years’ recent experience of working within the Public Sector Successful knowledge transfer to in-house staff Nice to Haves Experience of working in a DevOps environment with a number of agile methodologies including Scrum, Kanban etc. Demonstrable experience of integrating and collaboration with an existing in-house Devs Op team No. of Suppliers to Evaluate 4 Proposal Criteria The Match to the essential skills and experience outlined above Examples and demonstrable experience How the approach and methodology meets user needs Technical Solution Value For Money Cultural Fit Criteria Commitment to excellence Open and collaborative team approach Flexible working Commitment to team working Shares skills and knowledge Ability to work within an environment of agile delivery and DevOps Payment Approach Time and materials Assessment Method Case study Work history Reference Presentation Evaluation Weighting Technical competence 50% Cultural fit 15% Price 35% Questions from Suppliers No questions have been answered yet Budget range