HomeMy WebLinkAbout2018-10-30; City Council; Resolution 2018-184RESOLUTION NO. 2018-184
A RESOLUTION OF THE CITY COUNCIL OF THE CITY OF CARLSBAD,
CALIFORNIA, AUTHORIZING THE CITY MANAGER TO EXECUTE AN
AGREEMENT WITH CDW GOVERNMENT LLC., TO PROVIDE
IMPLEMENTATION SERVICES FOR SERVICENOW'S HARDWARE ASSET
MANAGEMENT, AND CONFIGURATION MANAGEMENT DATABASE
APPLICATIONS AND SERVICENOW DISCOVERY, IN AN AMOUNT NOT TO
EXCEED $140,392.
Exhibit 1
WHEREAS, the City of Carlsbad currently uses ServiceNow software for the city's client services
desk; and
WHEREAS, the City Council of the City of Carlsbad, California has determined that the most
effective way to manage our hardware assets is to expand our use of the ServiceNow software to
include hardware asset management and discovery modules; and
WHEREAS, CDW Government, LLC., provides the technical staffing that is needed to successfully
implement hardware asset management, and configuration management database applications and
ServiceNow Discovery within the ServiceNow software currently in use by the city; and
WHEREAS, the pricing for these implementation services with CDW Government LLC., is from
their current National IPA Contract #2018011-01; and
WHEREAS, the budget to procure the services is available in the General Fund.
NOW, THEREFORE, BE IT RESOLVED by the City Council of the City of Carlsbad, California, as
follows:
1. That the above recitations are true and correct.
2. That the authorization to execute an agreement to provide implementation services for
hardware asset management, and configuration management database applications
and ServiceNow Discovery with CDW Government, LLC., in an amount not to exceed
$140,392, is approved and the City Manager is authorized to execute the agreement
(attached hereto as Attachment A) on behalf of the city.
October 30, 2018 Item #2 Page 3 of 35
PASSED, APPROVED AND ADOPTED at a Regular Meeting of the City Council of the City of
Carlsbad on the 30th day of October, 2018, by the following vote, to wit:
AYES:
NOES:
ABSENT:
M. Hall, K. Blackburn, M. Schumacher, C. Schumacher, M. Packard.
None.
None.
(SEAL)
October 30, 2018 Item #2 Page 4 of 35
SUPPLEMENTAL TERMS & CONDITIONS to the
NATIONAL IPA CONTRACT #2018011-01
These Supplemental Terrrs and Conditions to the National IPA Contract #2018011-01,
("Agreement") dated as of this JS\: day of i-J~2018 is between CDW Government LLC,
having its principal office and place of business at 230 N. Milwaukee Avenue, Vernon Hills, IL
60061, ("Contractor'') and CITY OF CARLSBAD, a municipal corporation ("City"). The City is
undertaking certain activities related to acquiring Information Technology Products, Solutions
and Services and the City desires to engage the Contractor to provide work in connection with
such undertakings of the City.
RECITALS
A. City requires Products and professional services of a consulting services firm
that is experienced in information technology deployment services.
B. Contractor has the necessary experience in providing professional services and
advice related to information technology deployment services.
c. Contractor has submitted a proposal to City and has affirmed its willingness and
ability to perform such work.
D. Contractor was awarded National IPA Contract #2018011-01 ("NIPA Contract")
pursuant to a solicitation process. The NIPA Contract has been in effect since February 28,
2018.
Now, therefore, in consideration recitals and the mutual covenants contained herein, the
City and Contractor agree as follows:
Unless expressly amended and/or superseded, the terms and conditions of this
Agreement shall include, and expressly incorporate herein, all the terms and conditions of
National IPA Contract# 2018011-01, signed and dated by the City of Mesa, Arizona, a copy of
which is attached hereto. For purposes of this Agreement, any and all references to the City of
Mesa, AZ in the NIPA Contract shall also be a reference and include the City of Carlsbad, CA.
The parties agree that, to the extent the terms in this Agreement contradict or are in any
way inconsistent with any term in the NIPA Contract, the terms in this Agreement shall prevail.
The following terms of the NIPA Contract are hereby specifically modified solely for the
purposes of this Agreement:
1. SCOPE OF WORK
City retains Contractor to perform, and Contractor agrees to render those services that are
defined in attached ATTACHMENT "A" (the "Services"), which is incorporated by this reference
in accordance with this Agreement's terms and conditions.
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13. DISCRIMINATION AND HARASSMENT PROHIBITED
Contractor will comply with all applicable local, state and federal laws and regulations
prohibiting discrimination and harassment.
14. TERMINATION
RESERVED.
15. COVENANTS AGAINST CONTINGENT FEES
Contractor warrants that Contractor has not employed or retained any company or person,
other than a bona fide employee working for Contractor, to solicit or secure this Agreement,
and that Contractor has not paid or agreed to pay any company or person, other than a bona
fide employee, any fee, commission, percentage, brokerage fee, gift, or any other consideration
contingent upon, or resulting from, the award or making of this Agreement. For breach or
violation of this warranty, City will have the right to annul this Agreement without liability, or, in its
discretion, to deduct from the Agreement price or consideration, or otherwise recover, thefull
amount of the fee, commission, percentage, brokerage fees, gift, or contingentfee.
16. CLAIMS AND LAWSUITS
By signing this Agreement, Contractor agrees that any Agreement claim submitted to City must
be asserted as part of the Agreement process as set forth in this Agreement and not in
anticipation of litigation or in conjunction with litigation. Contractor acknowledges that if a false
claim is submitted to City, it may be considered fraud and Contractor may be subject to criminal
prosecution. Contractor acknowledges that California Government Code sections 12650 et
seq., the False Claims Act applies to this Agreement and, provides for civil penalties where a
person knowingly submits a false claim to a public entity. These provisions include false claims
made with deliberate ignorance of the false information or in reckless disregard of the truth or
falsity of information. If City seeks to recover penalties pursuant to the False Claims Act, it is
entitled to recover its litigation costs, including attorney's fees. Contractor acknowledges that
the filing of a false claim may subject Contractor to an administrative debarment proceeding as
the result of which Contractor may be prevented to act as a Contractor on any public work or
improvement for a period of up to five (5) years. Contractor acknowledges debarment by
another jurisdiction is grounds for City to terminate this Agreement.
17. JURISDICTION AND VENUE
Any action at law or in equity brought by either of the parties for the purpose of enforcing a right
or rights provided for by this Agreement will be tried in a court of competent jurisdiction in the
County of San Diego, State of California, and the parties waive all provisions of law providing
for a change of venue in these proceedings to any other county.
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18. SUCCESSORS AND ASSIGNS
It is mutually understood and agreed that this Agreement will be binding upon City and
Contractor and their respective successors. Neither this Agreement nor any part of it nor any
monies due or to become due under it may be assigned by Contractor without the prior consent
of City, which shall not be unreasonably withheld.
19. WARRANT! ES
RESERVED.
20. INSURANCE
Contractor will obtain and maintain for the duration of the Agreement and any and all
amendments, insurance against claims for injuries to persons or damage to property which may
arise out of or in connection with performance of the services by Contractor or Contractor's
agents, representatives, employees or subcontractors. The insurance will be obtained from an
insurance carrier admitted and authorized to do business in the State of California. The
insurance carrier is required to have a current Best's Key Rating of not less than "A-:VII"; OR
with a surplus line insurer on the State of California's List of Approved Surplus Line Insurers
(LASLI) with a rating in the latest Best's Key Rating Guide of at least "A:X"; OR an alien non-
admitted insurer listed by the National Association of Insurance Commissioners (NAIC) latest
quarterly listings report.
• Coverage and Limits.
Contractor will maintain the types of coverage and minimum limits indicated below, unless the
Risk Manager or City Manager approves a lower amount. These minimum amounts of coverage
will not constitute any limitations or cap on Contractor's indemnification obligations under this
Agreement. City, its officers, agents and employees make no representation that the limits of
the insurance specified to be carried by Contractor pursuant to this Agreement are adequate
to protect Contractor. If Contractor believes that any required insurance coverage is
inadequate, Contractor will obtain such additional insurance coverage, as Contractor deems
adequate, at Contractor's sole expense. The full limits available to the named insured shall also
be available and applicable to the City as an additional insured.
• Commercial General Liability (CGL) Insurance. Insurance written on an "occurrence"
basis, including personal & advertising injury, with limits no less than $2,000,000 per
occurrence. If a general aggregate limit applies, either the general aggregate limit shall
apply separately to this project/location or the general aggregate limit shall be twice the
required occurrence limit.
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PROJECT-SPECIFIC TERMS
1. Customer is responsible for providing all physical and communications access, privileges, environmental conditions,
properly functioning hardware and software, qualified personnel, project details, material information,
decisions/directions, and personnel and stakeholder interviews that are reasonably necessary to assist and
accommodate Seller's performance of the Services ("Customer Components").
2. Seller is not responsible for delays in performance directly caused by the unavailability of the Customer
Components and will have the right, with prior written notice and after a reasonable opportunity for Customer to
correct the failure, to reassign Seller personnel to work unrelated to this SOW and the services hereunder or to
invoice Customer for time Seller personnel are thereby idled if reassignment is not feasible.
3. Both parties will treat all employee personally identifiable information as confidential per the Agreement.
4. Customer will provide in advance and in writing, and Seller will follow, all applicable Customer safety and security
rules and procedures.
5. Customer is responsible for security at all Customer-Designated Locations; Seller is not responsible for lost or stolen
equipment.
6. THERE ARE NO DELIVERABLES PROVIDED BY SELLER UNDER THIS SOW.
7. SOME OR ALL OF THE SERVICES PROVIDED UNDER THIS SOW WILL BE PERFORMED BY SELLER'S SUBCONTRACTOR:
APTRIS, INC.
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SOW TERMS AND CONDITIONS
CONTACT PERS0N(S)
Each Party will appoint a person to act as that Party's point of contact ("Contact Person") as the time for performance nears
and will communicate that person's name and information to the other Party's Contact Person.
The Customer Contact Person is authorized to approve materials and Services provided by Seller, and Seller may rely on the
decisions and approvals made by the Customer Contact Person (except that Seller understands that Customer may require a
different person to sign any Change Orders amending this SOW). The Customer Contact Person will manage all
communications with Seller, and when Services are performed at a Customer-Designated Location, the Customer Contact
Person will be present or available. The Parties' Contact Persons shall be authorized to approve changes in personnel and
associated rates for Services under this SOW.
PAYMENT TERMS
Customer will pay invoices containing amounts authorized by this SOW within thirty (30) days of Customer's receipt of the
invoice. Any objections to an invoice must be communicated to the Seller Contact Person within thirty (30) days after
receipt of the invoice.
CHANGE ORDERS
This SOW may be modified or amended only in a writing signed by both Customer and Seller, generally in the form provided
by Seller ("Change Order").
In the event of a conflict between the terms and conditions set forth in a fully executed Change Order and those set forth in
this SOW or a prior fully executed Change Order, the terms and conditions of the most recent fully executed Change Order
shall pre v ai I.
SIGNATURES
In acknowledgement that the parties below have read and understood th· t ement of Work and agree to be bound by it,
each party has caused this Statement of Work to be signed and transfe ed by ts respective authorized representative.
By: ---~:;..,,,,o~=,~-~~-------
Name: ~~~--+-~~~~--------~~------+~---
Title: -=-,,,___.~~-+--~~~---r-J~~~---
Date: -----+-'-....,_.~~---------
Mailing Address:
230 N. Milwaukee Ave.
Vernon Hills, IL 60061
D The following PSM has given approval:
Eric Rivard
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By: __
Name: ~ yo-\-t' C ,_____.__.__~-~---
Title: ---l~ ~~----
Date:
1 (b /':JI 12-D\ 12
Mailing Address: I \ _ J V \
Street: \2.c)o C'd'<\5~~ t\~~
city1sT1zIP:(~vj s'Oi! 1 CA'.112.()[B
Billing Contact (If different than above):
Street: _________________ _
City/ST/ZIP: _____________ _
Asst/Deputy City Attorney
City of Carlsbad, CA October 30, 2018 Item #2 Page 18 of 35
EXHIBIT A.
APPLICATIONS:
The following applications will be configured during this engagement.
IT Service Management
Asset Management
Change Management
Incident Management
IT Cost Management
Problem Management
Release Management
Service Catalog & Request Management
lT Operations Management
:Cloud Management
:Configuration Automation
Discovery
~vent Management
Orchestration
Orchestration -Password Reset Only
Service Mapping (Service Watch)
Service Automation Platform
K:onfiguration Management (CMDB)
Service Portal/ Content Management (CMS)
K:ore System Configuration
Employee Self Service
OCnbound Email Actions
!Knowledge Management
Mobile
!Notify
!Reporting & Dashboards
Service Level Management
Skills Management
Survey Management
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In Scope? (Yes if included)
Yes
IA vailable with Change Order
IA vailable with Change Order
~vailable with Change Order
~ vailable with Change Order
~ vailable with Change Order
~ vailable with Change Order
~ vailable with Change Order
~ vailable with Change Order
!Yes
IA vailable with Change Order
Available with Change Order
~ vailable with Change Order
Available with Change Order
Yes
Available with Change Order
Available with Change Order
Available with Change Order
Available with Change Order
Available with Change Order
Available with Change Order
Available with Change Order
Available with Change Order
Available with Change Order
Available with Change Order
Available with Change Order
October 30, 2018 Item #2 Page 19 of 35
2. 2. Demonstrate baseline ServiceNow platform functionality
3. 3. Discuss and capture customer needs that vary from the ServiceNow product and document as draft stories.
PLAN STAGE
The purpose of the Plan stage is to take the output of the examine stage and finalize the stories and plans for the upcoming
release(s). This will support a strong definition of scope which aligns to the SOW and supports Customer business objectives
and value, while also fitting within the budget and timeline. The level of involvement from Customer Platform Owner and
Customer Process Owner(s) is highest in this stage and sets the direction for the rest of the engagement.
The Plan stage commonly begins when the Examine workshops have been completed with agreement from Customer
Executive Sponsor and ends when the release(s) have been planned including an updated project plan.
BACKLOG REFINEMENT
The process of backlog refinement is to add details, estimates, and order to items in the product backlog. The stories
documented in the Examine stage should now be reviewed and additional details added so they are commonly understood,
represent a well written story, and have an initial estimate of size.
Customer Process Owner(s) should order the stories, creating an ordered list with the most important or impactful story at the
top, followed by the next, and so forth. Stories lower on the ordered list may be less defined and will be further refined prior
to entering into a sprint.
STORY REFINEMENT AND ESTIMATION
Provider reviews stories captured during the Examine stage and performs the following tasks:
• Ensure each story is well written with a persona, a functional desire, and a justification (As a WHO, I want
WHAT, so that WHY)
• With input from Customer Process Owner(s), write an Acceptance Criteria for each story that will be used to
measure when a story is complete and as the definition for unit testing
• When a story has been detailed with a well written description and acceptance criteria Provider Technical
Consultant estimates the size of the story.
• Once stories have an estimated size and Acceptance Criteria, the story state can be updated from Draft to Ready.
RELEASE PLANNING
• Once stories are detailed, estimated, and ordered, Customer Process Owner(s) can determine what functionality
constitutes a minimum viable product and should be placed into the current release. This is done with the guidance
of Provider.
• If new stories are identified after release planning has been completed, Customer Process Owner(s) must
determine if the criticality surpasses the stories already in the release, and if so what stories should be removed in
lieu of the new stories, if there is time and budget to extend the release or create an additional release, or if the
release and/or engagement should be expanded following the Change Order process.
• It is also valuable to state an overall goal of the release to facilitate better communication to Customer Executive
Sponsor and other stakeholders. This differentiates one release from another in terms of value delivered, and has
more meaning than relying solely on a release number structure.
• Provider Engagement Manager creates a team for each release with Customer Platform Administrators, Provider
Business Process and Technical Consultants, and any other active participants.
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approach, and then designs a custom plan for overall ITSM and toolset maturity. This delivers a multi-year, multi-phase view
in identifying opportunities, benefits, and investment levels and subsequently designs a recommended approach for the
maturity and adoption of the ServiceNow platform. Incorporating an organizational view of process maturity, toolset
implementation, and enterprise or cultural readiness, this service:
• Analyzes risk
• Identifies and examines specific opportunities for cost-savings and maturity, and
• Delivers a recommended road-map that is aligned with identified business objectives.
This is a fixed-fee, time-bound service that is conducted onsite over four (4) days and facilitated by two (2) Advisory
Services consultants in a dedicated capacity.
ITSM BEST PRACTICES OVERVIEW COURSE
This is the I-day version of our fully accredited ITIL® Foundations training course. Our courses are taught by expert
instructors, who also bring their real-world and relevant experience that you can use immediately. Upon completing this
course, you will have a firm understanding of the objectives around the most important lifecycles within IT Service
Management: Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.
PROGRAM HIGHLIGHTS
• Key concepts of ITSM
• Practical guidance for applying ITSM to everyday IT situations
• How to align with business, control costs, and improve IT service quality
• Important principles for improving IT operations
• Strategies to balance IT resources
• Understand how ITSM can facilitate Business-IT Alignment.
• Practical examples of real-world use ofITIL® processes inside ServiceNow
• The role of technology and how to maximize its value.
PROCESS ALIGNMENT WORKSHOP
Process improvement consulting is critical for organizations wishing to advance their process maturity and improve IT
service delivery responsiveness, maintain consistent levels of service, and increase customer satisfaction. Provider Process
Alignment Workshops are grounded in ITIL and industry best practices and provide training on the ServiceNow workflows
in the context of industry best practices. These workshops focus on Customer's processes that are in-scope for the current
engagement. The goal of these workshops is not to re-engineer Customer's processes, but rather review best practice
workflows in relation to the ServiceNow platform and align these to Customer in preparation of the implementation of the
ServiceNow system.
PROGRAM HIGHLIGHTS
• Training on ServiceNow's workflows for the in-scope processes
• Review of best practice workflows for the in-scope processes
• Align Customer's organization processes to ServiceNow workflows and best practice processes.
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• Generate high-level best practice process map for customer
SERVICENOW FUNDAMENTALS ADMIN COURSE ATTENDEE
ServiceNow Fundamentals was designed for users with various organizational roles who are expected to work within the
ServiceNow platform. During this 3-day interactive training course attendees will learn about the ServiceNow user interface,
receive a summary of the database schema, understand uses for commonly accessed applications, and be introduced to
advanced features and functionality, such as scripting and application development.
Course topics include:
• Explore lists and forms
• Identify the importance of branding, as well as how to apply it to the platform
• Add users, groups, and roles
• Identify best practices related to task management
• Configure notifications
• Manage data with tables, the configuration management database (CMDB), and import sets
• Run basic reports, as well as the benefits of performance analytics
• Protect ServiceNow data
• Work with two key ServiceNow process applications: Knowledge Base and Service Catalog
• Create workflow activities and approvals
• Implement Service Level Agreements
• Identify various available script types
• Upgrade and clone instances, as well as create baseline performance metrics
• Capture and move configurations between instances
SERVICENOW ADMINISTRATOR KNOWLEDGE TRANSFER WORKSHOPS
Provider will conduct a series of workshops to educate Customer's staff in the general usage of the ServiceN ow platform and
in the specific configurations employed by Customer for the Customer during this implementation. The goal of these
workshops will be to give Customer a firm understanding of the configurations implemented by Provider team as well as
further Customer's ability to extend and utilize the ServiceNow platform.
The length of these workshops will range from 2 to 8 hours. These workshops should be limited to a small number of
attendees (no more than 4) and all attendees should have a working knowledge of ServiceNow (preferably having attended
administrator training). These workshops may be conducted on-site or remotely at the Customer's discretion.
CONSULTANT LED FULFILLER TRAINING WORKSHOPS
Provider will conduct a series of workshops to educate the Customer's Fulfillers in the day to day usage of the ServiceNow
applications that are being implemented. The goal of these workshops will be to give Customer's Fulfillers a firm
understanding of the configuration and designed workflow of the ServiceNow applications that manage the processes being
moved to ServiceNow.
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EXHIBITD.
CUSTOMER-DESIGNATED LOCATIONS
Seller will provide Services benefiting the following locations ("Customer-Designated Locations").
Table 2 -Customer-Designated Locations
Location(s)
City of Carlsbad
I 635 Faraday Avenue
Carlsbad, CA 92008
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Service(s)
D Assessment
D Configuration
D Design
0 Implementation
Page 31
D Knowledge Transfer • Staff Augmentation
D Project Management D Support
D Reconfiguration • Training
D Re installation • Custom Work
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