ServiceNow Implementation and Managed Services

The Vendor is required to provide for ServiceNow implementation and managed services.
- Several findings and recommendations came out of that project focused on enhancing the efficiency, security, and oversight of IT services.
- Recommendations is a shared service delivery model and central governance structure to increase efficiency, improve oversight of IT operations, provide higher quality IT services, and protect IT resources across the state.
- Directed to lead the implementation of the Executive Order and take the following actions:
•    Centralize IT administration
•    Establish a statewide IT project management office
•    Develop a centralized IT governance model
•    Perform comprehensive IT assessments of IT and telecommunication assets and services
•    Create a strategic IT consolidation plan
•    Establish a centralized cybersecurity office
- The successful implementation of this enterprise initiative will be measured against the following strategic outcomes, as defined in our blueprint:
•    Unified Platform Adoption & Centralized IT Request Management: Achieve 100% of new Information Technology (IT) service and procurement requests from the initial cohort of 15 departments being managed through the new platform.
•    Optimized Procurement Efficiency: Realize a 25% reduction in the cycle time for IT procurement processes for onboarded agencies.
•    Comprehensive IT Spend Visibility: Ensure a significant percentage of total statewide IT spend is visible and tracked through the platform's dashboard.
•    Strengthened Strategic Alignment & Embedded IT Governance: Ensure new major IT projects initiated are logged and reviewed for strategic alignment within the platform.
- Shall provide resources to plan, design, configure and deploy within the ServiceNow platform using customer, IT, and employee workflows.
- Provide overall service, including the service provided by each resource that focuses on customer relationships and places an emphasis on teamwork.
- Shall deliver end-to-end ServiceNow solutions including design, implementation, and support.
- Platform & Common Service Data Model (CSDM)
•    Establish a single, federated Configuration Management Database (CMDB) and implement the CSDM framework as the authoritative data foundation.
•    Implement CMDB/CSDM framework, focusing on the "Crawl" and "Walk" maturity stages to support initial process implementations.
•    Configure CSDM for Incident Management.
•    Deploy Employee Center as the unified portal for state employees.
•    Integrate with collaboration tools (Teams/Copilot/Slack).
•    Implement Digital Portfolio Management (DPM) to begin tracking the IT service portfolio.
- IT Service Management (ITSM)
•    Deploy Service Ops Workspace for IT support teams.
•    Implement Request Management to standardize and automate service requests.
•    Implement Incident Management to streamline the resolution of IT disruptions.
•    Implement Change Management to control and track system, service and application modifications.
•    Configure On-Call Scheduling to improve incident response times.
- IT Asset Management (ITAM)
•    Implement Discovery and configure Service Graph Connectors to populate the CMDB.
•    Establish Asset Lifecycle management processes for hardware and software.
•    Deploy SaaS License Management to track and optimize software-as-a-service spend.
•    Implement Contract Renewals workflows to proactively manage vendor contracts.
- Integrated Risk & Security Operations (SecOps)
•    Integrated Risk Management (IRM): Implement Risk Management, Policy & Compliance Management, and a foundational 360° View of risk.
•    Security Operations (SecOps): Implement Vulnerability Response and Security Incident Response to streamline the identification and remediation of threats.
- Strategic Portfolio Management (SPM)
•    Align IT investments and resources with the strategic priorities of the state.
•    Implement Demand Management to capture, assess, and prioritize all new IT work requests.
•    Deploy Innovation Management to capture and cultivate new ideas from across the enterprise.
- Procurement & Public Sector Digital Services (PSDS)
•    Modernize procurement processes and the delivery of digital services to constituents.
•    Procurement & Billing: Implement foundational Procurement, Vendor Management, Contract
•    Management, Asset and Cost Management, and Proven Optics.
•    Public Sector Digital Services (PSDS): Deploy the Public Sector Digital Services Core application, configure Case Management for constituent services, and establish a unified
•    Constituent experience and Govt agent experience.
- Now Assist (Generative AI)
•    Leverage generative AI to enhance productivity and user experience across the platform.
•    Deploy Now Assist for Search to improve self-service and knowledge discovery.
•    Implement Now Assist for ITSM to accelerate incident resolution and service request fulfillment.
•    Configure Now Assist Panel, Now Assist Analytics, and Now Assist Guardian to provide insights and ensure responsible AI usage.
- Managed Services must include but not be limited to the following:
•    Emergency Support available twenty-four (24) hours a day, seven (7) days a week.
•    Regular support via phone and email during business hours (Monday- Friday 8:00 a.m. -5:00 p.m. Center Timex excluding State holidays)
•    Properly trained support staff in sufficient quantity to support the State
•    English speaking telephone staff
•    Management of the solution and user support.

- Contract Period/Term: 3 years
- Questions/Inquires Deadline: September 25, 2025