SACM SOW Final - PA



Statement of Work

For

Commonwealth of Pennsylvania Office of Administration

Project: Service Asset and Configuration Management Workshop

PO Number: _________________

AGENCY CONTACT: Michael Tweed PHONE: 717-214-5556

AGENCY ADDRESS: 555 Walnut Street Harrisburg, PA 17110 E-MAIL: mtweed@

A. Introduction

This Statement of Work (“SOW”) is made on 3/4/16, between the Commonwealth of PA (CoPA) Office of Administration (OA), with its principal office located at 209 Finance Building Harrisburg, Pa 17110 (hereinafter referred to as “OA” or “Customer”) and Supplier” or “Supplier”). Supplier and Customer may also be referred individually as “Party” or collectively as “Parties.”

OA is responsible for promptly obtaining all required consents necessary for the Supplier to provide the services described in this SOW. A required consent means any consent or approval required to give Supplier software, firmware and other products to enable us and our subcontractors to perform the services set forth in this Statement of Work without infringing on the ownership or license rights (including patent and copyright) of the providers or owners of such products.

The Supplier will be relieved of all liability related to the failure of the Agency to possess all required consents necessary for the Supplier to provide the services described in this Statement of Work.

Any terms and conditions not set forth in this SOW are governed by the terms and conditions of the Pennsylvania contract #4400004480, Master Information Technology Services, Invitation to Qualify.

B. Project Purpose, Overview, Scope, and Task

PURPOSE

OA/OIT provides numerous enterprise services to commonwealth agencies under the Governor’s jurisdiction and has the responsibility to ensure that each service and their respective assets and underlying technologies are being effectively and prudently managed throughout the service useful life. To fulfill this obligation as well as enable OA/OIT to continue to meet the demands of the consumer agencies and ensure the value being provided relative to service utility and warranty is delivered in a cost effective and fiscally responsible manner; OA/OIT must identify, establish, and implement some fundamental ITIL processes, procedures, and governance frameworks around service asset management and configuration management (SACM) and associated ITSM and/or ITIL processes affiliated with service strategy, design, transition, and operations.

The purpose of this project is to engage a supplier to facilitate a deliverables based Service Asset & Configuration Management (SACM) workshop with the Commonwealth of Pennsylvania (CoPA) Information Technology Service Management (ITSM) team. The SACM workshop will review current state, provide further knowledge of the ServiceNow Discovery tool and how it works within in the ServiceNow system, document a Best Practice road-map, and gather requirements for a next step ServiceNow Discovery implementation.

OVERVIEW

OA plans to implement the Discovery tool within the CoPA ServiceNow system, so Configuration Items (CI’s) can be discovered and tracked in ServiceNow, as applicable. The CoPA ITSM team is requesting an SACM workshop session with the supplier to better understand the Discovery tool and how it works within ServiceNow system. In addition, the workshop will provide recommendations of mapping existing ITSM data model categories, relationships, and data mapping to Discovery’s mapping format. The workshop will include a determination of timeframes and resources required to design and implement the ServiceNow Discovery tool along with the steady-state support required to maintain the ServiceNow Discovery tool.

SCOPE

The high level scope includes the following:

1. Review “As-Is” processes and discuss/enhance “To-Be” processes for hardware and software asset management

2. Review CoPA’s existing Configuration Management Database (CMDB) and associated toolset. Discuss and define future state of CoPA’s CMDB and the methods for population and ongoing discovery of CI’s.

3. Discuss ServiceNow offerings and capabilities related to CMDB and management of Assets / CIs.

4. Discuss how other ITSM processes (Incident Management, Problem Management, Change Management, Catalog Management, and Financial Management) relate to SACM.

5. Facilitate the development of CoPA’s SACM Technical implementation roadmap.

6. Discuss current implementation and service usages, successes, and challenges.

TASKS

Supplier will facilitate a custom 2-3 day Service Asset and Configuration Management (SACM) workshop with CoPA key stakeholders focused on the key SACM disciplines as they relate to COPA’s ServiceNow environment. The workshop would plan and execute the following tasks:

1. Task 1: Review CoPA’s “As-Is” processes and discuss/develop “To-Be” processes for hardware and software asset management

a. Supplier to understand defined governance approach for maintaining the quality of the CoPA ServiceNow Database:

i. Review CoPA Unified SACM Process to be implemented, including Scope and Approach

ii. Review CoPA Technical Implementation of the SACM process, including Scope and Approach

iii. Identify roles and verify training requirements for those roles in the CoPA SACM process

b. Deliverable: 1) SACM Technical Implementation & Governance Framework Document and 2) CoPA Staffing, roles, competencies and training requirements document

2. Task 2: Review CoPA’s existing Configuration Management Database (CMDB) and associated toolset. Discuss and define future state of CoPA’s CMDB and the methods for population and ongoing discovery of CI’s.

a. Supplier will review/validate the CoPA data model for the following:

i. Current ServiceNow CoPA ITSM data model categories, relationships, and data mapping

ii. Providing an overview of the Discovery tool in ServiceNow

• Items that are automatic with ServiceNow Discovery

iii. Items that are loaded from other products or other integrations into SACM (SMS, SCCM, etc.)

iv. Data from Stargate that is currently being populated in CoPA ServiceNow data model

v. Current CoPA multi-tenancy constraints (population of mandatory fields)

vi. Other specific contractual requirements that already exist in CoPA ServiceNow

vii. Provide actionable recommendations for aligning our CoPA CMDB work effort with a future state

b. Deliverable: Recommendations and best practice example mappings for aligning our current CoPA CMDB work effort with a future state CoPA CMDB & Toolset Assessment Document.

3. Task 3: Discuss ServiceNow offerings and capabilities related to CMDB and Configuration Management

a. Review and evaluate ServiceNow capabilities with current COPA configuration

i. Current ServiceNow CoPA ITSM data model categories, relationships, and data mapping and make recommendations on how these items should be mapped to the Discovery mapping format.

ii. ServiceNow category names (such as IP router, IP switches, etc.) that Discovery uses in both Eureka and Geneva, and identify differences between the two.

iii. Provide specific examples of the mapping from the ServiceNow CoPA ITSM data model categories, relationships, and data mapping to the Discovery relationship mapping format.

iv. Provide actionable recommendations for mapping existing CI inventory and Discovery CI inventory together

b. Deliverable: ServiceNow Standard Data Models Document (shall include data models for Eureka and Geneva with actionable recommendations of how CoPA’s ITSM data model can be improved.

4. Task 4: Discuss how other ITSM processes (Incident Management, Problem Management, Change Management, Catalog Management, and Financial Management) relate to SACM

a. Review ServiceNow capabilities for interfacing with SAP

i. Approach being taken by CoPA today for interfacing with SAP.

b. Provide any existing alternative processes and/or give recommendations for improved effectiveness and efficiency of the interface.

c. Deliverable: 1) SACM – SAP Interface Document 2) Document recommendations for alternative processes and interface improvements)

5. Task 5: Facilitate the development of CoPA’s SACM Process implementation roadmap.

a. Provide an executable CoPA SACM Process Implementation roadmap

b. Plan a follow-on ServiceNow Discovery Implementation

i. Key roles and responsibilities for implementation

ii. Key assumptions

iii. Implementation schedule including high level activities

c. Deliverable: 1) CoPA SACM Process Implementation roadmap 2) Information required to create a follow-on ServiceNow Discovery Implementation Statement of Work

6. Task 6: Discuss current implementation and service usages, successes, and challenges.

a. Discuss supplier past experiences with other public sector customer ServiceNow SACM implementations

b. Discuss CoPA past experiences with prior ServiceNow module implementations

c. Deliverable: Documented lessons learned for future CoPA ServiceNow module implementations.

OUTCOMES:

1. Defining/Verifying the goals and objectives of PA’s ITSM Initiative as related to SACM.

2. Gap Analysis between CoPA’s SACM “To-Be” processes and out-of-the-box ServiceNow capabilities.

3. Recommendation and level of effort (LOE) for addressing the GAP during future SACM implementations.

4. Recommended SACM implementation roadmap that establishes clear milestones and, just as importantly, the value each milestone brings to CoPA.

KEY ASSUMPTIONS:

1. The “Project”, in the context of this document, is considered by the CoPA Enterprise Project Office to be a small (less than 30-45 day total duration) change initiative. As such, the effort will not require formal EPMO project artifacts for initiating, planning, executing, controlling, and closing “The Project”.

2. Supplier staff will be located onsite during the scheduled workshop.

3. CoPA believes the duration of the workshop will be between 30 – 45 days. Actual duration of the workshop will be determined in follow-on discussions between the Supplier and CoPA.

4. The Supplier will provide a detailed schedule for the workshop which will include an hourly breakout of the onsite workshop activities and resources required to executed (Supplier and CoPA key stakeholders).

5. Key CoPA stakeholders will be available to participate for the duration of the scheduled workshop.

6. Project deliverables are listed within the aforementioned tasks section of this document.

7. The actual project start date will start after CoPA’s Purchase Order issuance date.

8. The CoPA Unified SACM process will be provided to the supplier as a pre-workshop artifact.

9. The CoPA Target end state document will be provided to the supplier as a pre-workshop artifact.

10. The current CoPA ServiceNow configuration model will be provided to the supplier as a pre-workshop artifact.

11. The Supplier resources proposed for the project will provide three public sector references to CoPA of having planned and executed a similar SACM workshop.

12. Supplier resources proposed for the project cannot be removed from the project without review and authorization by CoPA management.

C. Project Time Estimates / Delivery Schedule

1. CoPA anticipates the project start date being mid April 2016. The actual project start date will be after CoPA’s Purchase Order issuance date. The Supplier will provide a detailed schedule for the workshop listing an hourly breakout of the workshop activities and resources required to execute (Supplier and CoPA key stakeholders). The workshop will be provided in consecutive business days with the exclusion of commonwealth holidays.

Deliverables include:

1. Knowledge Workshop Session and all associated tasks mentioned within this Statement of Work

2. Deliverables will be required from the Supplier within 10 business days of completion of the workshop.

3. CoPA will have a maximum of 20 business days for deliverable review and formal acceptance.

D. Project Cost

Cost is: $________________________________

E. SOW Acceptance

I (We) hereby acknowledge and confirm that I (We) have read this SOW and accept and approve the scope of work and related terms. I (We) understand that if additional work is required that by its nature was not known or determined at the time this SOW was executed, a written change order describing the additional work and any related expenses is required.

Please sign and FAX to “Supplier” at “Fax Number”

“Supplier” “Customer”

Approved (Date): _________________________ ____________________________________

Authorized Customer Name

_______________________________________ ____________________________________

Authorized Supplier Signature Authorized Customer Signature

_______________________________________ ____________________________________

Authorized Supplier Title Authorized Customer Title

F. Project Completed and Accepted

The project was completed in accordance with this SOW. I (We) hereby accept as completed all work indicated in this SOW. I (We) acknowledge at there is nothing that should prevent prompt payment in accordance with the terms indicated above.

Approved (date): ________________________ ____________________________________

Authorized Customer Name

______________________________________ ____________________________________

Authorized Supplier Signature Authorized Customer Signature

______________________________________ ____________________________________

Authorized Supplier Signature Authorized Customer Title

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