This contract seeks to provide support for use of ServiceNow throughout the VA Enterprise. The scope described in this PWS includes the people, processes, and tools required to provide a healthy, reliable, scalable, interoperable and adoptable ServiceNow ITSM tool solution inclusive of Platform and Software Configuration, Development, Integration, Modernization, Expansion, Customization, Implementation, Provisioning, Administration, and Operations & Maintenance Support services across the lanes of: Program Management, Solutions Architecture, Business Process Integration & Automation, Project Management, Asset Management, Configuration Management Database, Service Catalog, Demand Management, Release Management, Change Management, Cloud, Cyber Security, Incident Management, Problem Management, Event Management, Performance Analytics, Knowledge Management/Transfer, Continuous Improvement, and Transition In/Out Support.
The Contractor shall be Partnered with ServiceNow with product implementation expertise in, at a minimum, ITSM and Project Portfolio Suite. It is preferable the Contractor also have product implementation expertise in Customer Service Management, Discovery, HR Service Delivery, and Service Mapping.
The Contractor shall manage the total work effort associated with the services required herein to meet the performance objectives and standards. Such management shall include, at a minimum, planning, scheduling, resource management and associated costs, transition planning, reporting, deliverables preparation and submissions, establishing and maintaining records, risk management and lessons learned data repositories, quality assurance and metrics, customer relationship management, liaison activities, metric management, and strategic business planning.
