DSCA ServiceNow Development Follow-On Support Services

The Washington Headquarters Services (WHS) Acquisition Directorate (AD) is conducting market research to locate qualified, experienced and interested vendors to provide brand name ServiceNow® Development Support Services for the Information Management and Technology (IM&T) Directorate of the Defense Security Cooperation Agency (DSCA).

Introduction: WHS/AD is seeking information on behalf of DSCA for potential sources to provide brand name ServiceNow® software, or ServiceNow® Development Support Services, for purposes of the requirement name. This Sources Sought Notice is for informational purposes only. This is not a request for proposal. It does not constitute a solicitation and shall not be construed as a commitment by the government. This notice neither constitutes a Request for Proposal (RFP), nor does it restrict Washington Headquarters Services, Acquisition Directorate (WHS/AD) to the ultimate acquisition approach. No contract will be awarded
from this announcement. No reimbursement will be made for any cost associated with providing information in response to this announcement. At this time no solicitation exists. Therefore, please do not request a copy of the solicitation or Performance Work Statement (PWS). Responses in any form are not offers.

Background: The Defense Security Cooperation Agency (DSCA) has a responsibility to execute the Department of Defense (DoD) Security Cooperation (SC) programs. To do so, the DSCA directs, administers, provides guidance, and IT Support services to the DoD components and DoD representatives to US missions in conjunction with the SC programs. SC comprises all activities undertaken by the Department of Defense to encourage and enable international partners to work with the United States to
achieve strategic objectives. SC is an important tool of national security and foreign policy, and is an integral element of the DoD mission. The agency also manages multiple complex funding streams, both US and non-US; maintains an IT infrastructure to link the entire community; and educates and trains the USG, industry, and partners in SC. On a worldwide scope, DSCA supports Security Cooperation Offices in 145 countries, 64,100 students in training from 160 countries, and there are 13,000 active cases. The most well-known, and largest, program that the DSCA manages is Foreign Military Sales (FMS), which is the resource that used to sell defense articles, services, and training to partners. The Agency wants to transform the way its SC partners are serviced by our Information Management and Technology (IM&T), Business Services Division (BSD) by replacing the internal Manage Engine ticketing tool currently being utilized in the DSCA Mechanicsburg office and allowing multi-location use of a new customer service ticketing tool: ServiceNow®. All applications that reside within the Information Technology Services Management (ITSM) and Information Technology Business Management (ITBM) suites of ServiceNow® will be deployed to support SC mission requirements. During initial research of the ServiceNow® ITSM suite, the scope of use cases expanded from only incident management to a three-epic approach designed to implement the entirety of the ITSM and ITBM suite of applications and all platform capabilities. The following will explore the breadth of implementation requirements and the scope of the current epic approach. DSCA requires three items: licensing, hosting, and development to ensure proper management of ServiceNow®, DSCA has created a team of employees referred to as the ServiceNow® Integrated Product Team (IPT). This team has full oversight of the new ServiceNow® product, its epic implementations, and its technological requirements throughout the lifecycle of each development, deployment, training, sustainment and operations phase.