ServiceNow Consulting Services

The Vendor is required to provide servicenow consulting, development and professional services in support of the university’s servicenow platform, operational requirements, and future initiatives.
- Current in-scope servicenow platform areas include:
• IT service management (ITSM)
• Configuration management database (CMDB)
• Change management
• Discovery
• Service portal
• Virtual agent / chat/ teams/NLU
• Agile development
• Integration hub
• Software and hardware asset management
• Microsoft integrations
• Servicenow AI capabilities (AI search, GenAI, now assist)
• Custom application development
• API integration and development
- Advisory and planning services
• Roadmap development
• Platform maturity assessments
• Servicenow strategy and governance
• Centre of excellence (COE) establishment
• Demand intake processes
• Backlog management and prioritization
• Governance practices
• Platform and AI governance advisory
- Discovery and design services
• Stakeholder workshops
• Requirements gathering and elaboration
• Business process mapping
• Solution architecture
• User experience (UX) design
• Technical design documentation
- Implementation and configuration services
• Out-of-the-box configuration
• Custom application development
• Workflow and flow designer development
• Service catalog and catalog item development
• Dashboards, reporting, and analytics
• Platform upgrade support
- Integration and data services
• Integration hub implementation and support
• API integrations and development
• Mid server configuration and patterns
• CMDB and data quality remediation
• Data migration services
• Automated discovery configuration and support
• Custom integrations and automations
- Testing and release services
• Test planning and execution
• Automated test framework (ATF) strategy
• Release management
• Deployment support
• Hyper care and post-implementation stabilization
- Training and transition services
• Knowledge transfer
• Administrator and end-user training
• Operational documentation and runbooks
• Transition to operations support
- Staff augmentation services
• Developers
• System administrators
• Solution architects
• Business analysts
• Project managers
• Quality assurance analysts
• Process subject matter experts in servicenow modules.