ServiceNow DevOps Service

Tender description

Summary of the work ServiceNow is widely used across NHSE as a strategic platform and NHSE are now looking to procure a supplier to provide software development for SNOW against key deliverables outlined through individual Statements of Work (SoW). Expected Contract Length 12 months plus optional 12 month extension Latest start date Saturday 1 April 2023 Budget Range The budget for the year is approximately £200,000 Why the Work is Being Done ServiceNow is widely used across NHSE as a strategic platform and NHSE are now looking to procure a supplier to provide software development for SNOW against key deliverables outlined through individual Statements of Work (SoW). Problem to Be Solved Deliverables will include: o System administration (data) o System administration (configuration and upgrades) o Support/Fix/Remediation o Integration management and maintenance o Strategic Activities o Upgrade planning and delivery o Roadmap management and new feature identification o Organisational championing o Delivery Activities o Ongoing delivery of ServiceNow capability o Tactical and emergency delivery capability The supplier will adhere to the ServiceNow Best Practice approach. The supplier will be required to provide access to both ServiceNow Certified Application Development support and ServiceNow certified implementation specialism depending on individual SoWs and the complexity of request. Availability of ServiceNow administration support will also be required adhoc to support specific SoWs. Work defined in individual SoWs will be required to be delivered in weekly or fortnight sprints applying agile principles. Where fortnightly sprints are agreed, the supplier will be expected to deliver live service improvements and fault fixes in support of BAU delivery and short-notice organizational demand. Who Are the Users The ServiceNow platform at NHSE initially focused on IT Service Operations but now the tool underpins wider capabilities including the following: o ITIL o Case Management  PPE (legacy instance)  EPRR (Emergency Preparedness and Response)  VCS  Vaccination Service  HR o Reporting and MI o Asset and Configuration Management o COVID Records Management o Portals Work Already Done N/A Existing Team The supplier will provide a service to complement the NHSE in house team in both development activity and platform upgrades Current Phase Live Skills & Experience • Have working knowledge of complex SIAM frameworks with the ability to deliver to multiple stakeholders • Experience of managing multiple instances of ServiceNow concurrently • Ability to deliver Agile product development • Have working knowledge of implementing Service Level Agreements within ServiceNow including mapping and MI • Ability to develop both ITIL and Case Management Centric Designs • Able to provide the ability to test solutions with the customer prior to release • Able to provide proactive reviews of releases and patches to implement solutions that mitigate any risks to the organisation • Tactical and emergency delivery capability to assist with rapid deployment or amendment of processes within the ITIL aligned toolset over and above pre-planned sprints and upgrades • Experience of creating complex catalogue items both in Case Management and ITIL modules of ServiceNow • Able to provide release notes and/or documentation in support of Sprint releases as well as highlighting any risks or delays to development activity • Able to support Service Asset and Configuration Management, ensuring that the CMDB is consumable by 1st, 2nd and 3rd Line Teams in support of their day to day activities • Have successfully planned and delivered at least two ServiceNow upgrades with minimal customer involvement and can demonstrate the ability to highlight functionality and GUI changes that may affect teams Work Location Remotely Wellington House London Quarry House Leeds Working Arrangments To be agreed No. of Suppliers to Evaluate 10 Proposal Criteria • Technical Solution • Approach and Methodology • How the solution meets user needs • Team Structure • Value for Money Cultural Fit Criteria Able to provide assistance and upskilling to our in-house development and admin teams, including shadowing and documenting handovers Payment Approach Capped time and materials Evaluation Weighting Technical competence 60% Cultural fit 10% Price 30% Questions from Suppliers 1. How many ServiceNow instances do you currently have? Also, can you give us an approx. idea of licenses currently in use? "962,216 current CIs. The Authority would expect the overall number of CIs to remain the same" 2. Do you require architecture and design as part of the service? Input from supplier for both architecture and design is likely to be required. However, this will be owned and lead by the Authority 3. Is reactive support and incident resolution included in the service? If so are any SLAs Only resolution would be as a direct result of maintaining the ServiceNow availability. SLAs will be clarified at the next tender round. 4. what hours and days should the service be available? Service available Monday-Friday 9-5pm. In addition an out of hours change window will need to be supported on a Wednesday evening until 10pm (or as agreed) 5. is licence management and reporting included in the service? No support for BAU license management service other than adhoc tasks supporting report creation. 6. is licence management and reporting included in the service? No support for BAU license management service other than adhoc tasks supporting report creation. 7. Does the service include business analysis or demand assessment? No 8. Is non tech testing included in this service (UAT etc) if not who will undertake this task per release? Not included. Authority will own this requirement.