ServiceNow ITSM licenses, including software maintenance and support

Background
The San Bernardino County, Innovation and Technology Department is seeking proposals from qualified proposers to provide ServiceNow Information Technology Service Management (ITSM) licenses, including software maintenance and support, as well as installation and configuration services.

The goal of this contract is to enhance the County's use of the ServiceNow platform for service tracking, asset management, and change management solutions, ultimately improving efficiency across various departments.

Work Details
The contract will involve providing a full range of architectural, system integration, engineering, training, and platform support services necessary for the enhancement of the County's ServiceNow platform. Specific tasks include:

1) Providing an outline of roles and responsibilities using a RACI matrix;
2) Clarifying exclusions from the project;
3) Outlining the methodology for implementation;
4) Reviewing existing implementations and providing recommendations;
5) Integrating systems such as VMware, F5, Cisco, and SAP;
6) Improving customer satisfaction through the ServiceNow Service Portal;
7) Designing self-service user experiences;
8) Engaging teams in enhancements;
9) Providing recommended training for IT users and administrators;
10) Conducting knowledge transfer for County personnel;
11) Offering formal training on system administration and modules like CMDB and incident management.

Period of Performance
The contract period will be for a maximum of 5 years beginning approximately on October 1, 2024, and ending on approximately November 30, 2029.

Place of Performance
Services will be performed at the San Bernardino County Innovation and Technology Department located at 670 East Gilbert Street, San Bernardino, CA 92415.