ServiceNow ITSM Platform Services

The Vendor is required to provide to engage a qualified implementation and transition partner to support the migration from our current Managed Services environment to a new, standalone ServiceNow instance.
- Currently operates on a shared instance of the ServiceNow platform managed by an external Managed Services Provider.
- While this model has supported our initial adoption, it has introduced limitations in flexibility, scalability, and our ability to leverage the platform’s full capabilities.
- Expected to execute a structured transition, including design, configuration, and knowledge transfer while minimizing disruption to ongoing operations.
- A key objective is to establish a stable, scalable foundation that enables agency internal teams to effectively operate and manage the platform with support from the implementation and transition partner.
- Workshops should assess request and fulfillment processes, service catalog design, and cross-functional dependencies, as these will directly influence a scalable and maintainable solution.
- Discovery & Solution Design
• Conduct current-state process and platform assessment
• Future-state ITSM processes
• ServiceNow architecture and environment strategy
• Define Development, Test, and Production environment strategy
• Data model and configuration approach
• Validate assumptions from the functional requirements
• Define configuration vs customization approach
• Identify risks, dependencies, and design decisions
- Core Platform Configuration
• Assess current ServiceNow instance configuration, data structures, and integrations
• Define data migration strategy including open incidents/requests, historical data
• Configure out-of-the-box Single Sign-On (SSO) authentication
• Implement Lightweight Directory Access Protocol (LDAP) integration with Active Directory to synchronize users and populate standard ServiceNow user profile fields, including name, email, department, manager, and location.
• Configure native User Interface (UI) forms using standard platform fields
• Apply agency branding (portal and UI experience)
• Configure email notifications using out-of-the-box functionality
• Configure a minimum of two (2) inbound email workflows
• Create a Case that can be managed by our Service Desk team
• Create a notification to the contact, acknowledging creation of Case
• Establish data import framework (minimum five source files for key tables)
• Configure baseline roles, groups, and access controls
• Configure and secure ServiceNow Application Programming Interface (API) access (Representational State Transfer (REST) / Simple Object Access Protocol (SOAP) to enable integration with internal and external systems, including authentication, access controls, and usage monitoring
- ITSM Implementation
• Incident Management
• Incident logging, categorization, prioritization, and assignment
• SLA configuration
• Standard incident lifecycle workflows
• Problem Management
• Problem record creation and tracking
• Root cause analysis workflow
• Known error management process
• Change Management
• Configuration of Change Management module
• Implementation of three ITIL-aligned change types:
• Standard Change
• Normal Change
• Emergency Change
• Approval workflows aligned to ITIL practices
• Basic risk and change calendar configuration
• Service Catalog
• Service catalog structure and configuration
• Development of:
• At least three (3) medium complexity catalog items
• Catalog items up to 20 variables
• 1-2 fulfillment tasks including approval and task routing
• At least one (1) general request item
• At least four (4) approval and fulfillment workflows
• Workflow Development
• Development of at least four (4) workflows using Flow Designer
• Alignment with ITIL-aligned processes
• Reusable workflow design principles.