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HOUSTON COMMUNITY COLLEGE SYSTEMREQUEST FOR PROPOSAL(SERVICES)ServiceNow Software ImplementationRFP NO.: 18-35ISSUED BY:Procurement Operations DepartmentFOR:Information TechnologyPROCUREMENT OFFICER:Marilyn VegaTelephone: (713) 718-7410E-mail: marilyn.vega@hccs.eduPROPOSALS ARE DUE AT THE ADDRESS SHOWN BELOWNO LATER THAN:July 2, 2018 by 2:00 p.m. (local time)atHouston Community CollegeProcurement Operations Department3100 Main Street, 11th FloorHouston, Texas 77002Ref: RFP 18-35– ServiceNow Software ImplementationVisit the HCC Procurement Operations Department website to get more information on thisand other business opportunities. While at our website we invite you to Register as a Vendor,if already registered, please confirm your contact information is current.Page 1 of 38

TABLE OF CONTENTSSection HeadingsSection 1 – Project Overview & Scope of ServicesSection 2 – Price ProposalSection 3 – Proposal EvaluationsSection 4 – Instructions to ProposersSection 5 – General InformationSection 6 – Required AttachmentsAttachment NumberAttachment No. 1Attachment No. 2Attachment No. 3Attachment No. 4Attachment No. 5Attachment No. 6Attachment No. 7Page NumberExhibit No. 1Sample HCC Form Services Agreement368101521Attachment TitleContract Award FormDetermination of Good Faith Effort FormSmall Business Unavailability CertificateContractor & Subcontractor Participation FormProposer’s CertificationsConflict of Interest QuestionnaireFinancial Interests and Potential Conflicts ofInterestsNOTE: All noted Attachments are to be completed and submitted with Proposal, Attachments1, 5 and 7 must be signed and notarized.SOLICITATION SCHEDULEThe following is the anticipated solicitation schedule including a brief description for milestonedates:Solicitation MilestoneRFP released and posted to HCC’s & ESBD’s websitesPre-Proposal Meeting (Non-Mandatory) will be held bythe Procurement Operations Department at 3100Main Street (2nd Floor, Seminar Room (“B”) Houston,Texas 77002Deadline to receive written question/inquiriesResponses to written questions/inquiries (estimated)Proposal Submittal Due DateAnticipated Board Recommendation and ApprovalDate & TimeMay 31, 2018June 13, 2018 at 10:00 am (local time)June 20, 2018 by 2:00 pm (local time)June 22 , 2018July 2, 2018 by 2:00 pm (local time)AugustNOTE: Houston Community College reserves the right to revise this schedule. Any suchrevision will be formalized by the issuance of an addendum to the RFP and posted onProcurement Operations web site for your convenience.Balance of page intentionally left blank.Page 2 of 38

Section 1 – Project Overview & Scope of Services1. Project OverviewThe Houston Community College, (“HCC”) or (“College”) is seeking proposals from qualifiedfirms to assist with the implementation of the ServiceNow Software, IT Service Management(ITSM) SaaS solution inclusive of all products and services required to complete a successfulimplementation in accordance with the scope of services noted below. Qualified respondentsare invited to submit a written response outlining their qualifications and experience to providethe services as described in the Scope of Services, and in accordance with the terms,conditions and requirements set forth in the Request for Proposal (RFP). The successfulproposer(s) will provide the scope of services in accordance with all applicable laws, regulationsand professional standards.This project is exclusively for the implementation services of the ServiceNow product. HCC intendsto implement ServiceNow Software and intends to license ServiceNow under a separate contract.This RFP is issued with the intent to make a single contract award to the successful proposer toreplace the existing BMC Track-It! (version 11.4) system.1.1.Background and Special CircumstancesHouston Community College is currently using BMC’s Track-It! (Version 11.4) for Incident, Problemand Change Management. This system will be phased out with the implementation of ServiceNowITSM SaaS solution. There are currently 120 users in Track-It. All Track-It! users will eventuallymigrate to and use the ServiceNow solution. The historical data in Track-It! will not be importedinto the ServiceNow solution.HCC will provide a Project Manager, therefore project management services should not be includedor priced in the proposed solution.The intent of this RFP is to award a contract to those responsible respondents whose qualifications,conforming to this RFP are most advantageous to the College.2. Scope of ServicesThe College is seeking proposals from qualified firms to implement ServiceNow IT ServiceManagement (ITSM) SaaS solution consisting of incident, problem and change management withthe following requirements: The scope of this RFP includes fully implementing ServiceNow ITService Management (ITSM) SaaS solution by establishing the list project deliverables and tasksdescribed below. The anticipated award will be a fixed price (FP) contract.Contractor will assist HCC with establishing the ServiceNow software implementationfor use with the following modules listed below with usage documentation:a) Incident Management;b) Problem Management; andc) Change Management; as well as,Optional/Future Services:Future IT Service Management implementation at HCC will likely include the following: Configuration ManagementSelf-Service Request ManagementService CatalogPage 3 of 38

Asset ManagementKnowledge ManagementPerformance AnalyticsServiceNow implementation may be expanded to other departments outside of IT if the need arises,such as the following: HR Services Facilities Services Legal Services2.1.Contractor Requirements (Place response for items below under Section 4.4.c - Tab 1)2.1.1. Must be currently registered in the ServiceNow Services Partner Program as a Bronze,Silver or Gold Partner. (Place response for item under Section 4.4.c - Tab 1)2.1.2. Must have proven ITSM implementation experience with project plan examples andverifiable references that reflect successful customer engagements of similar breadth anddepth of defined RFP. (Place response for items under Section 4.4.c - Tab 1)2.1.3. Must have the ability to implement a fully integrated ServiceNow solution (Place responsefor items below under Section 4.4.c - Tab 1)2.1.4. Provide an overview of experience and education for Contractor’s Consultants, includespecific biographies and/or resumes where appropriate. (Place response for items below underSection 4.4.d - Tab 2)2.1.5. Outline of roles and responsibilities using a RACI matrix. (Place response for items below underSection 4.4.d - Tab 2)2.1.6. Provide the methodology that will be used for the implementation including project stagesand Contractor/Customer roles and responsibilities at each stage. (Place response for itemsbelow under Section 4.4.e - Tab 3)2.1.7. Provide an overview of the proposed implementation solution that includes a briefdescription of the implementation services provided for Incident Management, ProblemManagement, and Change Management (Place response for items below under Section 4.4.e-Tab 3)2.1.8. Provide a project schedule and timeline (Place response for items below under Section 4.4.e-Tab 3)2.1.9. Provide frequency of project communication meetings andcommunication. (Place response for items below under Section 4.4.e-Tab 3)overallproject2.1.10. Describe how you will configure any of the listed ServiceNow SaaS platformfunctionalities to complement the solutions of Incident Management, ProblemManagement, and Change and Release Management (Place response for items below underSection 4.4.e-Tab 3)a)b)c)d)e)Visual Task BoardsCoaching LoopsTime CardsReportingService Level ManagementPage 4 of 38f)g)h)i)SurveysGraphical WorkflowMobile InterfaceNotifications

2.1.11 Describe how documentation for the project is provided and managed. Please alsodescribe how full project documentation is provided to HCC post go-live. (Place response foritems below under Section 4.4.e-Tab 3)2.1.12 Describe your plan for integration with Active Directory and/or SAML/Federationauthentication services. (Place response for items below under Section 4.4.e-Tab 3)2.1.13 Provide Contractor process for the management of changes, include this process particularto: change in resources, change in timeline, change in budget, organizational changemanagement etc. (Place response for items below under Section 4.4.e-Tab 3)2.1.14 Provide an overview of all training recommended for this project. Include training forSystem Administrators and fulfillers. (Place response for items below under Section 4.4.e-Tab 3)2.1.15 Provide the number of ServiceNow ITSM implementations that you have successfullycompleted for previous customers. (Place response for items below under Section 4.4.f-Tab 4)2.1.16 Provide the name of two customer references that would be willing to participate in aconference call at customer’s convenience. (Place response for items below under Section 4.4.f-Tab4)2.1.17 If the Contractor is proposing to use a subcontractor on this project, please providebackground information on the subcontractor, the relationship with the subcontractor, andtasks they will perform as part of this project. (Place response for items below under Section 4.4.eTab 3)Balance of page intentionally left blank.Page 5 of 38

Section 2 – Price Proposal1. InstructionsProposer must complete this section in its entirety, and may supplement this section with additionalpages as to provide HCC with a more detailed breakdown, backup and/or options of related costassociated with the services being solicited in this solicitation. The Total Cost for the solutionprovided must be a turnkey cost inclusive of all aspects noted in the Section 1 – Project Overview& Scope of Services.2. Total CostProvide a Total Cost (to include all travel and living expenses) for the proposed solution. The Totalproposed cost will be a firm fixed cost for the life of the contract.a. Total Proposed Cost (contract term): Note – the total proposed cost (Section 2.2.a above) shall be the sum of (Section 2.3.a-c below).There will be no reimbursable permitted. Include in the above pricing, all expenses associated withperforming the ServiceNow Implementation Services including, travel, meals, lodging, printing, etc.3. Annual Cost Breakdown:a. Year 1 b. Year 2 c. Year 3 4. Project Cost BreakdownProvide a detailed schedule for the services by task in excel format. The services shall be paid onmilestone basis and must align to the proposed schedule noted in Section 4.4.e below.5. Monthly Cost Breakdown (Cash flow Projection)Provide a detailed schedule for the monthly cost breakdown in excel format in alignment from thefirst milestone following project kickoff through closeout as aligned with the proposed schedulenoted in Section 4.4.e below.6. Dedicated StaffingProvide a detailed schedule for the dedicated staffing commitment on a monthly basis and thehourly rate by job description for each in excel format.7. Option to Renew (OTR) Terms (to be exercised at the sole discretion of HCC)a. OTR 1 (Contract Year 2) b. OTR 2 (Contract Year 3) 8. Hourly Rate ScheduleProvide an hourly rate schedule by all job descriptions being used (item – 5 Dedicated Staffingabove) and noted discounts in hourly tiers for any potential work that may be required by HCC onan as-needed basis, for up to two (2) one-year option to renew terms.All detailed information to be provided in Excel form including the job description and noted tieredpricing discount.Page 6 of 38