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NHS England - Future Services Programme

ServiceNow Test Tool Configuration

8 Incomplete applications

3 SME, 5 large

3 Completed applications

3 SME, 0 large

Important dates

Tuesday 12 November 2019
Deadline for asking questions
Tuesday 19 November 2019 at 11:59pm GMT
Closing date for applications
Tuesday 26 November 2019 at 11:59pm GMT


Summary of the work
ServiceNow Test Tool Configuration - implementation of the testing tool utilising ITBM module for a SIAM organisation.
Latest start date
Friday 17 January 2020
Expected contract length
Duration: 4-6 months
Yorkshire and the Humber
Organisation the work is for
NHS England - Future Services Programme
Budget range

About the work

Why the work is being done
The Future Services Programme team (FSP), whilst hosted by NHS England, works independently and on behalf of Department of Health (DH), NHS England (NHSE) Health Research Authority (HRA) and NHS Improvement (NHSI), i.e. consuming organisations.

The FSP is being operated as 3 programmes:
a) Creation of a Future Service Organisation (FSO) to fulfil SIAM function
b) Transition of service management activities in to the FSO
c) Transformation of services into the new operating model

The Future Services Organisation will operate as the Service Integration and Management (SIAM) layer for Suppliers delivering IT services to various Consuming Organisations.
ServiceNow has been procured as the toolset to be used by the FSO, its Consuming Organisations and Suppliers, to support SIAM.
The focus of this work package is on building a comprehensive test and defect management capability, enabling firm quality controls, in support of project and change management processes – using multiple methodologies, across all levels within the lifecycle.
All primary Suppliers to the FSO will be expected to use the test management tool.
Problem to be solved
Improve on ‘out-of-the-box’ ITBM capabilities to deliver an industry-standard test management tool, that will support the authority’s test strategy, covering both conventional and agile test approaches.
Configure the required forms, dashboards, reporting, notifications and approval workflows.
Configure automated notifications of new Change Requests and/or Projects.
Align test and defect management functions with Project, Change, CMDB and Problem Management processes.
Configure test tool artefacts and workflows, which enable inherent traceability between test plans, test items (CIs), test cases, checklists and scripts; results and defect logs.
Enable user-managed, automated imports of test results data, from suppliers or other third parties.
Who the users are and what they need to do
As a Supplier, I need to write and execute tests; to directly record and/or export test results, defects and fix details into the tool; to trigger notifications of fix completion.
As the SIAM, I need to manage all in scope Project and BAU testing activities conducted by both suppliers and internal resources; to link test results to services in the CMDB; to convert and transfer defects into known errors, for entry into the KEDB.
As an End-User, I need to be notified of assigned tests; the ability to run tests, record results and/or create defect logs in the tool.
Early market engagement
Any work that’s already been done
The FSP has an internal project team, who are skilled in ServiceNow implementation and Test Management. They have designed a Test Tooling Integration Model, written Mid-Level Requirements and rudimentary User Stories.
The core ITSM Modules will be implemented as part of a separate procurement.
The ITBM Module will have been switched on to enable automated testing of the tool itself.
The existing team will assist with the implementation of this procurement’s outcome.
Existing team
Project Manager with ServiceNow implementation experience for several clients.
Developer with ITBM implementation experience working for a partner and then direct to clients.
Test Management Product Owner/SME who will work to design the process with the successful applicant.
Service Architect who has broad range of service management and ITIL expertise.
Current phase

Work setup

Address where the work will take place
It is expected that the Partner will have onsite presence at the Leeds office for workshops and have pre-agreed variable presence while implementation is underway.
Facilities will be provided including desks and access.
Working arrangements
The Partner is expected to deliver an outcome. Responsibility for coordinating and managing the Partner’s resources is theirs.
The Partner is required to assign a contactable person to the project, who is available during business hours.
The overall project is waterfall, but the implementation of the toolset will pursue a series of agile releases. It is expected that ServiceNow’s SIM methodology will be followed.
The Partner will be under the direction of the authority’s Project Manager.
Travel and subsistence will not be paid for. However, the Partner will unlikely be required to travel outside of visits to Leeds office.
Security clearance
Clearance required is BPSS.

Additional information

Additional terms and conditions
The supplier must be able to evidence qualifications for the relevant ServiceNow modules and demonstrate their experience in delivering similar implementation outcomes.
The supplier must advise the authority about the make-up of their team and, where applicable, define the split between their own resources and any supplied by third-parties.
The supplier must be able to adhere to the authority’s test principles and strategy.
The supplier must be able to adhere to the authority’s standards and governance processes, e.g. the review and approval of requirements and design documentation.

Skills and experience

Buyers will use the essential and nice-to-have skills and experience to help them evaluate suppliers’ technical competence.

Essential skills and experience
  • Evidence of being an accredited ServiceNow partner with a CSAT scores of 9 or above.
  • Proven track record in delivering implementations of ServiceNow test management applications, utilising the ITBM Module, with demonstrable use of robust methodology and adding value, by leveraging experience from previous implementations.
  • Ability to conduct detailed requirements gathering and analysis for a test management tool, within a complex tooling ecosystem and organisational model, involving multiple drivers, channels, touchpoints and types of user.
  • Ability to produce detailed tooling designs, which accommodate test processes and controls, aligned with recognised industry standards that can support traditional, agile and hybrid test strategies.
  • Demonstrable knowledge of industry standards for test artefacts; their composition, purpose and place within the delivery lifecycle; how they relate and interact with each other; particularly, in terms or traceability.
  • Demonstrable experience with configuring tools, which support test execution and results capture, including the scheduling and assignment of tests;
  • Demonstrable knowledge of verification and validation methods; categories of test outcomes and how these are recorded against the relevant IT Services and Configuration Items.
  • Demonstrable understanding of centralised defect management and the defect lifecycle; the process through which defects are recorded, categorised, prioritised, assigned for fixing, retested and closed.
  • Demonstrable understanding of ServiceNow data structures and management; import/export; table configuration; customisation and automation.
  • Demonstrable understanding of test reporting; the inputs required to create source data sets, from which test management information is generated and the various presentation options such information needs available.
  • Experience of Test Completion and Closure activities, where they relate to handing over the system under test, with any open defects and archiving the scope-specific test artefacts.
  • Ability to configure user management requirements; defining and implementing custom users and/or groups to facilitate the separation of various roles and the permissions needed to perform relevant functions.
  • Ability to respond rapidly and flexibly to changes in requirements and design, whilst remaining on track to deliver the implementation scope, within the defined project timescales.
  • Ability to support the UAT stages of the test management tool implementation, interacting with the Product Owner and Defect Manager to resolve encountered defects, with a risk-based attitude.
  • Must be able to commence by 17th January 2020.
Nice-to-have skills and experience
  • Experience working within NHS England.
  • Experience working on a ‘Greenfield’ implementation.
  • Experience with a variety of Test Management Tools, Methodologies and Processes.
  • Experience with Defect Management Processes and Tools
  • Experience with interfacing ITBM modules with external systems, e.g. other test tools
  • Experience with interfacing with Microsoft Azure

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
Proposal criteria
  • Proposed Approach
  • Technical Solution
  • Solution Extensibility
  • Value For Money
  • Risks and Dependencies
Cultural fit criteria
  • Detail how you share knowledge with other team members as well as those within our organisation. Please provide examples.
  • Describe how you work as a team with our organisation, other suppliers and other stakeholders to ensure successful delivery of this project. Please provide examples from similar organisations and/or projects.
  • Describe how accountability is managed in your organisation and how this influences how your teams and colleagues in support take responsibility for the work.
  • Detail how your organisation is delivery and quality focussed. Please provide examples of achievements with other clients.
Payment approach
Fixed price
Additional assessment methods
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. Buyer Clarification on Latest Start Date

Please note that the latest Start Date for the Work is 24th February 2020.
Please note that the latest Start Date for the Work is 24th February 2020.
2. Please can you provide us with the budget associated to this piece of work.
Our guidance amount is around £50,000 to £70,000