This opportunity is closed for applications

The deadline was Friday 30 July 2021
Enterprise Services, Home Office

C21542 Home Office ES Operations – ServiceNow Burst Capability

3 Incomplete applications

1 SME, 2 large

13 Completed applications

8 SME, 5 large

Important dates

Friday 16 July 2021
Deadline for asking questions
Friday 23 July 2021 at 11:59pm GMT
Closing date for applications
Friday 30 July 2021 at 11:59pm GMT


Off-payroll (IR35) determination
Supply of resource: the off-payroll rules will apply to any workers engaged through a qualifying intermediary, such as their own limited company
Summary of the work
Augment Home Office ServiceNow DevOps team with in-depth ServiceNow skills and “burst” capability, provide access to ServiceNow related skills/knowledge in new/emerging platform areas, transfer and establish them within the DevOps Team during the design/delivery phases, and/or provide additional design, development and delivery capability to meet planned delivery against ServiceNow Roadmap.
Latest start date
Wednesday 1 September 2021
Expected contract length
2 years
No specific location, for example they can work remotely
Organisation the work is for
Enterprise Services, Home Office
Budget range

About the work

Why the work is being done
Delivery partner to support and augment existing in-house ServiceNow DevOps team whilst they respond to increased demand for ServiceNow functionality and continue to grow the internal team.

The partner is expected to act as both ‘thinker’ and ‘doer’ i.e. assisting with detailed design and architecture for new functionality plus delivery and ongoing enhancement of existing capability, to more swiftly meet the level and spikes in the demand.
There is currently a desire to further increase the scope of the use of ServiceNow to:
• Expand within IT Business Management (Demand, APM, PPM) and IT Asset Management (Software Asset Management, Hardware Asset management)
• Further enhance existing functionality within IT Service Management (Now Mobile, VA, Agent/Service/ Vendor Manager workspace),
• Increase coverage of ITOM (Discovery, Service Mapping, Service Graph, Cloud Mngt),
• Improve utilisation of Security Operations (VR), Governance Risk & Compliance.
• Grow the ServiceNow user base with innovative and effective integrations between the platform and other toolsets
• Implementation of CSDM
• Significantly increase automation to resolve complex business problems
• Improve DevOps processes and help accelerate our strategy towards CI/CD delivery within the ServiceNow DevOps team.
Problem to be solved
The level of requirements, plus uncertainty on volume of demand and required timescales requires access to experienced ServiceNow capability often beyond what can be provided by the current in-house ServiceNow DevOps team. Specifically, during periods of exceptional demand or where there is a deficiency in capability and experience

Specific areas where capability and knowledge is limited includes IT Operations Management (Event, Discovery, Orchestration, Cloud Management) and IT Business Management (APM, PPM, Agile Dev, Test Management), Software Asset Management, Governance, Risk & Compliance, ATF, User Experience.

Where the Supplier is utilised to fill a capability gap it is critical that they can also evidence the ability to knowledge transfer back in to the in-house ServiceNow DevOps team to ensure capability uplift.

Business analysis capability with elements of delivery and communications management are key requirements of the delivery partner who will be required to bring experience
Who the users are and what they need to do
ServiceNow is used to support End Users across the Home Office, primarily to support their IT needs and the underpinning IT services, but more recently it is being used to facilitate safe return to the workplace. Users of ServiceNow include:
- End users accessing the Service Catalogue, raising IT issues,
- reserving socially distanced office spaces;
- Service Operations management, using the data in ServiceNow to manage IT service provision;
- ServiceDesk staff supporting end users raising IT issues
- Service Operations staff supporting key ITIL processes.
- Evolving capabilities in Cyber Security to manage and monitor Security Incidents in a secure and controlled environment
- IT Operations centres (ITOC) for Event Management, using integrations with monitoring tools to view and manage business service health.
Early market engagement
Any work that’s already been done
ServiceNow has been utilised in the Home Office since 2015 and has established applications and features in place: currently Service Portal; - Web Chat; - Incident; - Operational Change; - Problem; - Service Catalogue; - Service Request Management; CMDB (including SCCM integration) elements of the CSDM; - web service integrations with multiple 3rd party and in-house applications; -SecOps – Security Incident; - Event Management; - GRC – Risk Management
Existing team
The Home Office has an in-house DevOps team of permanent Civil Servants currently consisting of 7 Developers, 3 Business Analysts, Technical Architect, Delivery Manager, Product Manager, Ops Team and a Testing team. The whole team is being expanded through additional recruitment. This work will also include regular contact and cross team working with Project and internal Architects in CTO (Central Technology Office), Security, ITOC and CSOC.
Current phase
Not applicable

Work setup

Address where the work will take place
No specific location, but on-site work potential at Manchester or Croydon offices as required. Majority of work can be remote.
Working arrangements
Working arrangements
A flexible approach is required to meet the needs of each individual project. The work will be divided into Statements of Work (SOWs) which will clearly identify the working arrangements.
The expected roles will be a mixture of, but not limited to:
• Lead Security Architect
• Senior ServiceNow Developer
• Senior Technology Delivery Manager
• Lead Technical Architect
• Business Analyst
• User Researcher
Security clearance
All staff must be SC security cleared (or be capable of and willing to be SC cleared)

Additional information

Additional terms and conditions
1.Travel expenses are payable for journeys outside the M25 (Greater London) or journeys greater than 10 miles from other delivery locations, where approved in advance and in line with HO Travel policy (subsistence not payable).

2. Professions rate caps will be applied to all roles at all SFIA levels. Caps will be provided to shortlisted suppliers at RFP stage.

3. Seasonal furloughs may be required.

4. Potential Providers participate in the RFP stage will need to complete, sign and return a non-disclosure and ethical walls agreement (NDA) prior to receiving the RFP

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
  • 1. Demonstrate a broad and deep technical understanding of the ServiceNow Platform at both an architectural and coding / configuration level.
  • 2. ServiceNow certified SMEs in ITOM, ITBM, SAM, GRC, CMDB, CSDM design and Implementation
  • 3. Demonstrate advisory and consultancy expertise with up to date platform roadmap knowledge, including awareness and understanding of dependencies between different elements.
  • 4. Demonstrate web service (REST, SOAP, JSON etc) and integration knowledge and experience
  • 5. Demonstrate the ability to develop, input to and review architectural designs (HLD/ LLDs)
  • 6. In depth understanding of Security controls, mitigations, encryption, best practice for the ServiceNow platform to help inform secure by design approach
  • 7. Experienced ServiceNow Business Analysts that can take stakeholder requirements and produce refined quality user stories
  • 8. Demonstrate experience of working in digital programmes to secure improved digital outcomes
  • 9. Recent (last 2 years) experience of delivering multi-disciplinary ServiceNow capability, (including as a minimum the services identified in ‘the problem to solve’ section) into equally complex organisation(s)
  • 10. Recent experience evidencing capability to scale team sizes up and down at short notice
  • 11. Proven ability in upskilling internal team members during delivery to minimise hand-over and improve internal capability
  • 12. Experience of delivering accessible solutions (to WCAG2.0)
Nice-to-have skills and experience

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
Proposal criteria
  • 1. Mobilisation, approach/methodology & how they meet the programme objectives
  • 2. How they’ve identified risks and dependencies and offered approaches to manage them
  • 3. Organisational capability to meet the requirements throughout the life of the contract
  • 4. Added value / Value For Money
Cultural fit criteria
  • 1. Social value
  • 2. Collaborative working
  • 3. Shares skills and knowledge
Payment approach
Capped time and materials
Additional assessment methods
  • Case study
  • Work history
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. Please can we have a definition of all roles to be supplied?
Due to the word count limits we are unable to share the full role descriptions at this stage but they will be made available to shortlisted suppliers. For now we can share the SFIA skills required for each role below:
2. Please can we have a definition of all roles to be supplied - Lead Security Architect
Lead Security Architect SFIA Framework skills:
Strategy & Architecture:
• Information Strategy
o Strategic Planning (ITSP) – Level 3
o Information Security (SCTY) – Level 4

• Advice & Guidance
o Consultancy (CNSL) – Level 4
o Specialist Advice (TECH) – Level 4

• Business Strategy & Planning
o Innovation (INOV) – Level 3
o Enterprise and Business Architecture (STPL) – Level 3

• Technical Strategy & Planning
Solution Architecture (ARCH)– Level 5
3. Please can we have a definition of all roles to be supplied - Lead Technical Architect
Lead Technical Architect

Strategy & Architecture:
• Information Strategy
o Strategic Planning (ITSP) – Level 3

• Advice & Guidance
o Consultancy (CNSL) – Level 4
o Specialist Advice (TECH) – Level 4

• Business Strategy & Planning
o Innovation (INOV) – Level 3
o Enterprise and Business Architecture (STPL) – Level 3

• Technical Strategy & Planning
o Solution Architecture (ARCH) – Level 5
4. Please can we have a definition of all roles to be supplied - Business Analyst
Business Analyst

Strategy and Architecture
• Technical Strategy and Planning
o Methods and Tools (METL) – Level 2

Change and Transformation
• Business Change Management
o Business Analysis (BUAN) – Level 3
o Business Modelling (BSMO) – Level 2
o Requirements Definition and Management (REQM) – Level 3

Development and Implementation
• User Experience
o User Experience Analysis (UNAN) – Level 2

Relationships and Engagement
• Stakeholder Management
o Relationships Management (RLMT) – Level 2
5. Please can - we have a definition of all roles to be supplied - Senior Technology Delivery Manager
Senior Technology Delivery Manager

Strategy and Architecture
• Business Strategy and Planning
o Financial and Commercial Management – level 3
o Continuous Improvement – level 4
o Business Risk Management (BURM) – level 4

Change and Transformation
• Business Change Implementation
o Project Management (PRMG) – level 4

Skills and Quality
• Quality and Conformance
o Quality Management (QUMG) – level 3

Relationships and Engagement
• Stakeholder Management
o Relationship Management (RLMT) – level 4
6. Please can we have a definition of all roles to be supplied - User Researcher
User Researcher
Strategy and Architecture
• Information Strategy
o Strategic Planning (ITSP) – level 3
• Technical Strategy and Planning
o Emerging Technology Monitoring (EMRG) – level 3

Development and Implementation
• User Experience
o User Research (URCH) – level 3
o Inclusion – level 3
o Ethics – level 3

Relationship and Engagement
• Stakeholder Management
o Relationship Management (RLMT) – level 3
7. Please can we have a definition of all roles to be supplied - Senior ServiceNow Developer
Senior ServiceNow Developer

Strategy and Architecture  

• Technical Strategy and Planning  
o Data Management (DATM) - Level 5

Development and Implementation  

• Systems Development  
o Software Design (SWDN) - Level 5
o Programming/Software Development (PROG) - Level 4
o Testing (TEST) - Level 4

• Installation and Integration  
o Systems Integration and Build (SINT) - Level 5

Delivery and Operation
• Service Operation 
o Application Support (ASUP) - Level 5