Notice ID: 36C10B25Q0121
The Contractor shall provide development support for the modernization, implementation, and utilization of Service Management tools throughout the VA Enterprise from the Infrastructure Operations, Enterprise Service Management center of excellence. The term Service Management Tools collectively refers to ServiceNow.
The Contractor shall provide:
- Project Management associated with ServiceNOW.
- Help Desk support for users.
- NOW system access management.
- NOW Operational and Maintenance Sustainment support to include change management and process implementation.
- Development/engineering of enhancement implementation support.
- Reporting development and process implementation support.
- Lead bi-weekly contract progress meetings to the VA’s contract oversight team (PM, COR, CO, etc.) and provide agenda at least one day prior.
- Development work updates and briefings in accordance with the platform team’s sprint cadence.
- Provide quarterly summary reports in NOW or another format as requested by the VA.
The Period of Performance (PoP) shall be twelve (12) months from the date of award with four (4) 12-month option periods, if exercised, and one (1) 45-day optional task for transition support and an optional task for helpdesk support which may be exercised at any time during the period of performance.
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