ServiceNow Development and Implementation Consultant Services

The Vendor is required to provide ServiceNow partner (ideally Premier Level Partner or greater) to provide ongoing development support and strategic consulting.
- We anticipate support work during the first year to exceed 500 hours, but there is no guaranteed level of work for subsequent years.
- Emphasizes a long-term, outcomes-focused partnership - prioritizing continuous improvement, platform governance, adoption, and thought leadership - over discrete, project-only engagements.
- Ongoing maintenance and improvements, the goal is that this partner will also help agency mature its ServiceNow usage across ITSM, CMDB, FSM and related capabilities, reduce technical debt; and accelerate value realization through best practices that align with SPS policies and public-sector standards.
- Objectives:
•    Strengthen platform stability and maintainability ("back-to-box" where appropriate).
•    Mature agency practices aligned to agency and public-sector governance.
•    Improve field operations via FSM.
•    Establish a sustainable roadmap, KPIs, and continuous improvement cadence.
•    Provide thought partnership and advisory services beyond configuration tasks.
- Ongoing Development & Configuration Support
•    Support of ITSM Pro (Incident, Problem, Change, Requests, Knowledge)
•    Support of Strategic Portfolio Management Pro (Programs, Portfolios, Projects, Demands, Stories, Scrum tasks, Sprints, Epics, Releases, Collaborative Work Management)
•    CMDB & Discovery, CSDM alignment, identification rules, reconciliation
•    Support of Software Asset Management Pro (SCCM graph connection configuration, discovery)
•    Support of custom API Integrations- (Current integration with Let’s Talk)
•    Support of integrated custom applications – CG4 (application for asset management)
•    Support of Integrated Risk Management IRM
•    Integration Hub (API integrations as needed)
•    Potential options include but are not limited to: Creation/modification of forms, notifications, UI policies, UI Actions, Service Portal, workflows, custom scripts, custom applications, catalog items, record producers, surveys, inbound actions, and ACLs
•    Data loading with transformation
- Advisory & Governance
•    Platform governance, environment strategy, upgrade planning
•    Architectural reviews, technical debt reduction, “back-to-box” guidance
•    Road mapping, KPI definition, performance analytics
- Support Model
•    Flexible capacity (e.g., monthly hours or managed capacity)
•    Defined SLAs: The response time for your support.
•    Engagement in live working sessions for at least six hours per week
•    ServiceNow Ticket Submission: A portal for us to submit tickets to you.