ServiceNow: Licences for Further ServiceNow Capabilities

ServiceNow is the core IT Service Management tool that manages IT incidents, requests, problems and changes. The initial upgrade project moved ServiceNow from a legacy, on-premise version to the Cloud, delivering the core platform. Now the core platform is in place, there are additional capabilities/modules the MPS can get value from. Digital Policing are seeking approval to implement the additional modules by mid-2020.

The Deputy Mayor for Policing and Crime is recommended to approve:

(1) Award of a procurement for ServiceNow licences of three years, funded from the MOPAC approved Digital Policing Revenue budget

(2) Approval of project costs to deliver the five additional modules, to be funded from MOPAC approved Digital Policing Project Revenue budget

(3) Approval to incur annual licence costs for five additional ServiceNow modules, to be funded from MOPAC approved Digital Policing Revenue budget.

1. Introduction and background

1.1. ServiceNow is the core IT Service Management tool that manages IT incidents, requests, problems and changes.

1.2. An upgrade project was completed in 2018/19 which moved ServiceNow from a legacy, on-premise version to the Cloud, delivering the core platform.

1.3. Now the core platform is in place, there are five additional capabilities/modules the MPS can get value from: Event Management, Orchestration, End User Mobile App, Walk-Up Experience and Virtual Agent.

2. Issues for consideration

2.1. Additional ServiceNow modules are required to deliver Digital Policing’s vision of quick and easy IT support and proactive IT issue avoidance.

2.2. The other key issues are contained in the restricted section of the report.

3. Financial and Commercial Comments

3.1. This information is contained in the restricted section of the report, but the MOPAC Finance Team has reviewed the details and is assured that the licences have been procured correctly and that the sum to be committed is within budget.

4. Legal Comments

4.1. The Mayor’s Office for Policing and Crime (MOPAC) is a contracting authority as defined in the Public Contracts Regulations 2015 (the Regulations). Awards of public contracts for goods and/or services valued at £181,302 or above must be procured in accordance with the Regulations. The ServiceNow contracts for goods and services will be procured in accordance with the Public Contracts Regulations 2015.

4.2. Section 4 of the restricted report identifies a number of different procurement routes to source the various components of the project. Each are confirmed to utilise existing MOPAC contracts as being compliant routes to market.

4.3. Paragraph 4.13 of the MOPAC Scheme of Delegation and Consent provides that the Deputy Mayor for Policing and Crime (DMPC) has delegated authority to approve the procurement strategy for all revenue and capital contracts of a total value of £500,000 or above.

4.4. Paragraph 7.23 of the MOPAC Scheme of Delegation and Consent provides that the Director of Strategic Procurement has consent to approve the award of all contracts, except for those called in through the agreed call in procedure. Paragraph 4.14 provides that the Deputy Mayor for Policing and Crime reserves the right to call in proposals to award contracts valued at £500,000 or above.

5. GDPR and Data Privacy

5.1. There are no new privacy issues created by the ServiceNow project as the service will use existing systems which have already had a Data Protection Impact Assessment (DPIA) as part of the General Data Protection Regulation (GDPR).

5.2. If the project creates bespoke systems in the future, which uses personally identifiable data, a DPIA will be completed as needed.

6. Equality Comments

6.1. As this is an extension of an existing service this work does not change any aspects relating to equality or diversity.

7. Background/supporting papers

7.1. Report.