Notice ID: RFI-24-ServiceManagementPlatform
The United State Patent Trade Office (USPTO) is a federal agency comprised of approximately 13,000 federal employees and 3500 contractor employees. The mission of the USPTO is to administer the laws and regulations related to patents and trademarks in order to promote industrial and technical progress in the United States and strengthen the national economy. The USPTO carries out its mission by examining patent and trademark applications; issuing patents and registering trademarks; disseminating patent and trademark information to the public and by encouraging a domestic and international climate in which intellectual property can flourish.
The objective of this procurement is to award a contract for support services for the efficient and cost-effective operation, configuration, integration, testing, implementation and maintenance of SMP ServiceNow Platform, modules and capabilities. Goal is to provide sufficient personnel and resources as appropriate to assist with fluctuating workload demands.
Objective 1 – ServiceNow SMP Platform
Operations and Maintenance
- Provide ongoing administration, maintenance and availability of ServiceNow platform and associated capabilities in accordance with USPTO policies and procedures and ServiceNow best practices.
- Perform patches, upgrades and updates (with Government approval) for platform and associated capabilities within scope of this SOO as needed. Ensuring regression testing is conducted for all affected capabilities during upgrades and any mitigation actions are proactively addressed.
- Collaborate with Product Owner’s (PO’s) to review requirements, configure and enhance capabilities based on ServiceNow best practices. Ensure platform aligns to business strategy and governance decisions. Analyze impacts of new requirements and provide control to ensure appropriate solutions are developed …
- Configuration and Implementation of additional ServiceNow SMP Modules into the NOW Platform. Contractor shall conduct the discovery to identify and assess current business processes, the USPTO technical environment, operational environment, security requirements or other analysis required to deliver the scope of this contract, and provides a documented implementation strategy to the contracting officer and stakeholders within …
Objective 2 – IT Service Management (ITSM) Provide ongoing administration, maintenance and enhancements to USPTO ITSM Pro solution for the following capabilities listed below. Any changes, enhancements to existing and future capabilities are implemented with …
Objective 3 – IT Operations Management (ITOM) Provide ongoing administration, maintenance and enhancements to USPTO ITOM Pro solution for the following capabilities …
Objective 4 – ServiceNow SMP Training for the NOW Platform and ITSM Module Develop, document, maintain and update (Government approved) a training program and course content for acquired and maintained ServiceNow NOW Platform, ITSM module and applications, capabilities and functionalities …
Period of Performance for this award consists of a 12-month Base period, and four (4) 12-month options, beginning from the date of award.
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