LOC ServiceNow ITOM Implementation

The Library of Congress' Office of the Chief Information Officer (OCIO) mission focuses on transforming the Library's technology to enhance transparency, cost-effectiveness, and the efficient and consistent delivery of IT services. To achieve this, OCIO leverages several best practice methodologies, including the Project Management Institute (PMI) framework for project management, Agile for optimal software development, the Technology Business Management (TBM) taxonomy for cost transparency, and the Information Technology Infrastructure Library (ITIL) framework for implementing Information Technology Service Management (ITSM). The LOC has completed many acquisitions to acquire tools which support IT service automation, resource management and shared services. The result of these acquisitions has been the implementation of ServiceNow Service Automation Government Cloud Suite applications which are a collection of natively integrated applications built on modern web technologies. Current ServiceNow applications cover all internal Information Technology Infrastructure Library (ITIL) processes and are natively integrated on a single platform which provides intuitive web design and valuable process automation which meets Library requirements for standardization of platforms. The ServiceNow Service Automation Government Cloud Suite uses Continental United States (CONUS)-based dedicated infrastructure (facilities, servers, databases, networking devices) to process, store, and transmit government information using a multi-instance architecture in accordance with Federal IT standards and LOC business needs. In 2020 the Library acquired the ServiceNow IT Operations Management (ITOM) suite of tools under contract LCCIO18C00014 with Carahsoft Technology Corporation (GSA Schedule GS-35F-0119Y). OCIO continues to improve ITSM best practices through the ServiceNow platform. ServiceNow automates ITSM tools and processes, offering OCIO a robust service portfolio, service catalog, incident management, problem management, request fulfillment, change enablement, and configuration management database (CMDB). As the Library increases service delivery online, OCIO is increasing its role in mission delivery support responsibilities. To ensure customer-facing services operate with sufficient capacity and efficiency, OCIO will benefit from establishing a single system of record for the IT systems and infrastructure configurations that support its services. The implementation of the ServiceNow IT Operations Management (ITOM) will enable OCIO to: a) Update membership and health monitoring for the Library's IT infrastructure configuration items b) Direct the correct responders to indicators of degraded operations. c) Gain visibility into the delivery of business-critical services OCIO seeks to leverage its investment in ServiceNow by implementing the ServiceNow IT Operations Management (ITOM) suite of tools to manage and monitor the Library's IT systems and infrastructure configurations. Please see the solicitation and its attachments for full details regarding requirements.