ServiceNow IT Service Management Professional Software Support Subscriptions and Product Services

The vendor required to provide IT service management (“ITSM”) system, consulting, implementation, and training services.
- IT service management pro implementation:
•    Division plans to immediately implement ServiceNow’s IT service management pro (“ITSM pro”) to handle existing and future call volumes and provide features that are critical for an information technology infrastructure library (“ITIL”) environment. 
•    The awarded vendor will provide all services related to the implementation of ITSM pro to replace. 
•    Existing data within Cherwell will not be migrated. 
•    Provide customized training to county on the use of ITSM pro. 
•    Training shall at a minimum include platform fundamentals, ITSM workflows, ServiceNow administration, reporting, and any other recommended or requested topics to ensure successful and independent maintenance of the platform after go-live. 
•    Training shall take place over a 3-day period and be instructor-led, in-person or remote.
- Optional module implementation:
•    The following modules are designated as optional and may be implemented individually or in groups at later date(s): IT operations management, field service management, customer service management, hardware asset management, software asset management, workflow data fabric standard, integrated risk management, and any other modules desired by county and offered by the contractor (collectively, “optional modules”). 
•    Pricing for the implementation of optional modules will be negotiated if and when the county elects to proceed with their implementation. 
•    County reserves the right to co-term optional modules so that their expiration aligns with existing.

- Questions/Inquires Deadline: January 12, 2026