C21542 Home Office ES Operations – ServiceNow Burst Capability

Description

Summary of the work Third-party supplier to augment HO ServiceNow DevOps team with in-depth ServiceNow skills and “burst” capability. Providing ServiceNow related skills/knowledge in new/emerging areas of the platform; transfer into/establish within the in-house DevOps Team during design/delivery phases. Providing additional design, development and delivery capability to meet timescales for delivery against ServiceNow Roadmap. Expected Contract Length 24 months Latest start date Monday 1 November 2021 Why the Work is Being Done Delivery partner to support and augment existing in-house ServiceNow DevOps team whilst they respond to increased demand for ServiceNow functionality and continue to grow the internal team. The partner is expected to act as both ‘thinker’ and ‘doer’ i.e. assisting with detailed design and architecture for new functionality plus delivery and ongoing enhancement of existing capability, to more swiftly meet the level and spikes in the demand. There is currently a desire to further increase the scope of the use of ServiceNow to: • Expand within IT Business Management (Demand, APM, PPM) and IT Asset Management (Software Asset Management, Hardware Asset management) • Further enhance existing functionality within IT Service Management (Now Mobile, VA, Agent/Service/ Vendor Manager workspace), • Increase coverage of ITOM (Discovery, Service Mapping, Service Graph, Cloud Mngt), • Improve utilisation of Security Operations (VR), Governance Risk & Compliance. • Grow the ServiceNow user base with innovative and effective integrations between the platform and other toolsets • Implementation of CSDM • Significantly increase automation to resolve complex business problems • Improve DevOps processes and help accelerate our strategy towards CI/CD delivery within the ServiceNow DevOps team 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, ATF, User Experience. Where the Supplier is utilised to fill a capability gap it is critical that they can also evidence the ability to upskill and knowledge transfer back in to the in-house ServiceNow DevOps team, throughout the lifetime of the contract, to ensure capability uplift. Who Are the Users Home Office service users (staff and external). 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 7 Developers, 3 Business Analysts, Technical Architect, Delivery Manager, Product Manager, Ops Team and a Testing team. The whole team is being expanded through additional recruitment. 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 Skills & Experience • 1. Broad and deep technical understanding of the ServiceNow Platform with evidence on how you keep up-to-date with the ServiceNow product roadmap, including understanding of dependencies between different platform elements • 2. ServiceNow certified SMEs in ITOM, ITBM, SAM, GRC, CMDB /CSDM design/implementation. Including ServiceNow experienced BAs that can take stakeholder requirements and translate into fully refined, high quality user stories. • 3. Evidence of Web service (REST, SOAP, JSON etc) and bi-directional system-to-system integration knowledge and experience. • 4. Evidence of in depth understanding of Security controls, mitigations, encryption, best practice for the ServiceNow platform to help inform and deliver a secure by design approach. • 5. Evidence of recent (last 2 years) experience of delivering multi-disciplinary ServiceNow capability, (including as a minimum the services/roles identified in ‘the problem to solve’ section) into equally complex organisation(s) • 6. Evidence of successful knowledge transfer to in-house staff with proven ability in upskilling internal team members throughout the design and delivery to minimise hand-over and improve internal capability. • 7. Experience of delivering accessible solutions (to WCAG2.0) 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. The work will be divided into Statements of Work (SOWs) which will clearly identify the relevant base location. 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 All staff must have Security Clearance (SC) prior to starting work. Staff not in possession of security clearance must be willing to undergo Home Office security clearance. Clearance needs to have been achieved and validated by the Customer prior to SOW commencement. Additional T&Cs 1.Travel expenses are payable for journeys outside the M25 (for Greater London based SOWs) or for journeys greater than 10 miles of other SOW base locations, where approved in advance by the customer and in line with HO Travel policy (subsistence is not payable). 2. Professions rate caps will be applied to all roles at all SFIA levels. These caps will be provided to shortlisted suppliers at RFP stage. 3. Seasonal furloughs may be required. No. of Suppliers to Evaluate 4 Proposal Criteria • 1. The essential skills from stage 1 • 2. On-boarding and Transition • 3. Approach and Methodology • 4. Organisation and Sub-contractors • 5. Value For Money / added value Cultural Fit Criteria • Community and Culture • Social Value Payment Approach Capped time and materials Assessment Method • Case study • Work history Evaluation Weighting Technical competence 60% Cultural fit 15% Price 25% Questions from Suppliers 1. Please can you clarify whether the roles required are inside or outside IR35 The roles required are within IR35 and Off-Payroll rules will apply. This has been confirmed with the Tax Centre of Excellence. 2. Can you please provide an indication of the budget for this work? Budget is £6.5m 3. Is there a current incumbent? The incumbent is Atos. 4. Can you please provide an indication of the number and type of roles you are looking to a supplier to provide? Due to the word count limits we are unable to share the full role descriptions at this stage but they will be made available to shortlisted suppliers. For now we can share the SFIA skills required for each role below: 5. Lead Security Architect Lead Security Architect SFIA Framework skills:Strategy & Architecture:• Information Strategyo Strategic Planning (ITSP) – Level 3o Information Security (SCTY) – Level 4• Advice & Guidanceo Consultancy (CNSL) – Level 4o Specialist Advice (TECH) – Level 4• Business Strategy & Planningo Innovation (INOV) – Level 3o Enterprise and Business Architecture (STPL) – Level 3• Technical Strategy & PlanningSolution Architecture (ARCH)– Level 5 6. Lead Technical Architect Lead Technical ArchitectStrategy & Architecture:• Information Strategyo Strategic Planning (ITSP) – Level 3• Advice & Guidanceo Consultancy (CNSL) – Level 4o Specialist Advice (TECH) – Level 4• Business Strategy & Planningo Innovation (INOV) – Level 3o Enterprise and Business Architecture (STPL) – Level 3• Technical Strategy & Planningo Solution Architecture (ARCH) – Level 5 7. Business Analyst Strategy and Architecture• Technical Strategy and Planningo Methods and Tools (METL) – Level 2Change and Transformation• Business Change Managemento Business Analysis (BUAN) – Level 3o Business Modelling (BSMO) – Level 2o Requirements Definition and Management (REQM) – Level 3Development and Implementation• User Experienceo User Experience Analysis (UNAN) – Level 2Relationships and Engagement• Stakeholder Managemento Relationships Management (RLMT) – Level 2 8. Senior Technology Delivery Manager Senior Technology Delivery ManagerStrategy and Architecture• Business Strategy and Planningo Financial and Commercial Management – level 3o Continuous Improvement – level 4o Business Risk Management (BURM) – level 4Change and Transformation• Business Change Implementationo Project Management (PRMG) – level 4Skills and Quality• Quality and Conformanceo Quality Management (QUMG) – level 3Relationships and Engagement• Stakeholder Managemento Relationship Management (RLMT) – level 4 9. User Researcher User ResearcherStrategy and Architecture• Information Strategyo Strategic Planning (ITSP) – level 3• Technical Strategy and Planningo Emerging Technology Monitoring (EMRG) – level 3Development and Implementation• User Experienceo User Research (URCH) – level 3o Inclusion – level 3o Ethics – level 3Relationship and Engagement• Stakeholder Managemento Relationship Management (RLMT) – level 3 10. Senior ServiceNow Developer Senior ServiceNow DeveloperStrategy and Architecture  • Technical Strategy and Planning  o Data Management (DATM) - Level 5 Development and Implementation  • Systems Development  o Software Design (SWDN) - Level 5o Programming/Software Development (PROG) - Level 4o Testing (TEST) - Level 4 • Installation and Integration  o Systems Integration and Build (SINT) - Level 5 Delivery and Operation  • Service Operation o Application Support (ASUP) - Level 5