Ambulance Radio Programme (Department of Health and Social Care)

ITSM Toolset Configuration Resource

3 Incomplete applications

0 SME, 3 large

14 Completed applications

9 SME, 5 large

Important dates

Monday 9 March 2020
Deadline for asking questions
Monday 16 March 2020 at 11:59pm GMT
Closing date for applications
Monday 23 March 2020 at 11:59pm GMT


Summary of the work
The Ambulance Radio Programme wishes to procure services for “ITSM Toolset Configuration”.
Latest start date
Tuesday 14 April 2020
Expected contract length
12 months
South West England
Organisation the work is for
Ambulance Radio Programme (Department of Health and Social Care)
Budget range
The budget range for this work is £350,000 - £500,000 for the assignment term.

About the work

Why the work is being done
The Ambulance Radio Programme is in the process of procuring a new ITSM toolset and requires support in the the configuration and implementation of the toolset.

The Ambulance Radio Programme seeks the following outcomes:

• Review of the Authority’s current CMDB Model
• Review of the Authority’s current data
• Recommendations on CMDB Model
• Recommendations on building CMDB with current data including design, implementation plan, resource requirements/profiles, testing approach
• Recommendations on configuring processes to support the Authority’s ways of working including challenges, prioritisation, implementation plans, resource requirements/profiles, documentation, training etc
• A Call-off schedule of activities that is costed and resourced to support the above

Additional Information
• The successful supplier may also be asked to provide support in other work streams (ITSM related).

Further detail will be provided to shortlisted suppliers.
Problem to be solved
ITSM Toolset Configuration
Who the users are and what they need to do
• Authority customers (Trusts)
• Authority users (Regional and Central Service Managers)
• Authority system administrators (ITSM tool administrators)
• Authority Senior Management Dashboard Viewers (ARP Managers)
• Authority delivery partners (3rd party services providers)
• 3rd Party customers (Future capability)
Early market engagement
Any work that’s already been done
Existing team
There is a small programme team currently supporting this work. The successful supplier will work closely with the ARP personnel and ARP suppliers.
Current phase
Not started

Work setup

Address where the work will take place
The successful supplier will be primarily based at St James Court, Great Park Road, Bradley Stoke, South Glos, BS32 4QJ.

ARP also have another office at 111 Buckingham Palace Road, Victoria, London which suppliers may be expected to attend.
Working arrangements
The individuals/ team will be expected to work on-site. Please see above in regard to office locations.
Security clearance

Additional information

Additional terms and conditions
Suppliers must respond to the essential and nice to have criteria.

Shortlisted suppliers will then be informed and asked to submit their response to the proposal and cultural fit questions.

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
  • The successful supplier must hold ServiceNow accreditation
  • Be able to commence work on 14 April 2020
  • Demonstrable understanding of ServiceNow data structures and management; import/export; table configuration; customisation and data load automation.
  • Demonstrate ability to review current CMDB model
  • Demonstrate ability to propose recommendation on new CMDB model
  • Demonstrate ITIL accreditation
  • Demonstrate project management accreditation
  • Have experience of working collaboratively with an in house project team to establish requirements, develop creative design solutions and to promote knowledge transfer.
Nice-to-have skills and experience
  • Experience of working in the health sector
  • Experience of working in the public sector
  • Experience of working on a 'greenfield' implementation
  • Experience of working in an emergency services enviroment

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
Proposal criteria
  • Please explain briefly your understanding of the requirement, evidenced with examples of the approach that you have undertaken to illustrate how your approach would fulfil the Authority’s requirement?
  • Please present examples of work you have conducted which demonstrates experience of designing a similar service that is made up from elements provided by a range of different Suppliers.
  • Please illustrate any experience of working within an Emergency Services environment.
  • Please describe your approach including an outline plan, risk register and value-added offerings
  • Please describe your approach to effective, transparent and cooperative working practices with the Authority
  • Please explain how you will organise and manage the team for this assignment.
  • Please provide a detailed project team chart with reporting lines showing all key personnel who will be responsible for delivering services.
Cultural fit criteria
  • At ARP, we want to grow our in-house skills: How would you support this? What skills, time and expertise would you make available and where? (2%)
  • Approach to solving problems as they occur (2%)
  • Delivering collaborative decision-making (2%)
  • Approach to sharing knowledge and experience to build internal expertise and capacity (2%)
  • Attitude towards making mistakes and how this is addressed and communicated to the customer (2%)
Payment approach
Capped time and materials
Additional assessment methods
Case study
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. Would you consider services supplied by a UK ServiceNow services partner that can provide a ServiceNow CMDB architect from our European delivery centre (supported by a larger ServiceNow specialist team), if that partner could demonstrate it was fully set up for delivering such services remotely. This would mean much of the work being delivered remotely following some time on site initially to understand the requirement and agree ways of working.
ARP invites providers to outline how they propose to resource this requirement and will assess responses accordingly.
2. May I know what is expected in the following essential criteria questions? Is it just yes/no with certification name like PRINCE2, or anything else?

"Demonstrate ITIL accreditation
Demonstrate project management accreditation"
ARP invites providers to review the guidance offered by project management and/or ITIL accreditors and trainers.

Suppliers are asked to confirm what accreditations they hold. A yes/no against an accreditation will suffice.
3. Please confirm which ITSM toolset you are procuring,if decided
4. What is your existing ITSM Toolset?
Remedy with additional data held externally.
5. Please confirm the quality and scale of your current CMDB e.g. Network, Servers, Storage, Client Devices, Mobiles/Tablets,non-IT Item.
Network, Servers, Storage, O/S, Applications and Contracts amongst others. ARP does not propose to offer a view against subjective metrics.
6. Please confirm whether your current CMDB is managed by third parties or internally
7. Are there any existing or new technical integrations required,to this new ITSM toolset?
New integrations will be required as the ITSM toolset develops.
8. Please confirm if the budget stated is for licencing and implementation in the first year
The budget stated is for the implementation only.
9. Are you looking for a partner who can re-sell licences and provide implementation expertise/resources?Or are you willing to separate?
This procurement is for the implementation expertise/ resources only. The licencing is being procured separately through G-Cloud.
10. Please confirm the application focus of the configuration skills you are requesting e.g. ITSM only
CMDB and Asset Management; IT Service Management; IT Operations Management; and, IT Business Management
11. Please confirm the purchasing entity – it is unclear whether this is for the Department of Health and Social Care and/or the Ambulance Radio Programme.
Ambulance Radio Programme on behalf of the Department of Health and Social Care.
12. You state you are looking for ServiceNow – do you have an existing ServiceNow licence agreement? If so, please confirm licences which are procured and ServiceNow applications in scope
ARP are in the process of procuring ServiceNow licences.
13. Do you have an existing ServiceNow production Instance? If so, please confirm live applications e.g. ITSM, HR, CSM
14. Do you have any trained ServiceNow system administrators?
15. What is your current systems management environment – which tools do you use for PC/server management/discovery/events?
Multiple systems deployed by various suppliers
16. If you do not have any auto-discovery tooling in place, would this also be in scope or would you look for manual capture and audit processes?
This is dependant upon which system is deployed. The automation of discovery is an incremental development
17. Are you also considering to have the Service Mapping in scope for CMDB?If yes,do you have any toolset currently to manage the business service mappings?
Yes, Remedy.
18. Are you also considering to have the Service Mapping in scope for CMDB?If yes,do you have any toolset currently to manage the business service mappings?
Yes, Remedy.
19. Please confirm if you are also looking for Hardware Asset Management in ServiceNow or do you have any existing HAM toolset?
Yes, and also Software Asset Management
20. What is the existing experience within your organisation with the ITIL framework?
ARP does not propose providing a view against a subjective metric
21. We note the unlimited indemnity (clause 34.2) in respect of losses incurred if the Supplier breaches Clause 14 and any Data Protection Legislation. However as market trends show that customers are not asking for unlimited liability and indeed the guidance from Cabinet Office to all public bodies is to cap data protection breaches to be commensurate with the value of the contract, Is this something you are willing to consider in principle?
ARP will review the standard G-Cloud terms and conditions and note Cabinet Office guidance for contract finalisation.
22. Please provide an outline timeline breakdown from 14 April 2020 and the subsequent 12 months. Does this timeline include the ITSM Toolset procurement?
The ITSM toolset will be procured by 14 April 2020 (in line with current timescales but subject to change).
23. Do you have any restrictions for staff working offshore? E.g. Security access, data
The Authority provides a national service to Trusts and is flexible regarding where bidders operate from. Two important considerations are that:
1. private data does not leave the UK jurisdiction; and, 2. the Authority’s management function will operate from its Bristol offices.
24. With COVID-19 a national concern,what is your expectations with regards to collaborative working,impact on delivery timeline etc?
ARP will follow published guidelines and assess the situation when the successful supplier is appointed.
25. Please confirm the number and type of instances you will be looking to licence (e.g. production, Development, Test, QA, etc.)
Dev, Test and Prod.