ServiceNow Renewal for FY27

The State of Illinois, through the Information Technology Services and Operations (ITSOS350) organization, awarded a competitive sealed bidding contract to CDW Government LLC (Vendor ID V00001190) for ServiceNow software licensing and related IT service management capabilities. The contract was executed on August 20, 2026, with a completion date of August 19, 2027, representing a one-year performance period. The total contract value is $2,622,846.33.

The deliverables encompass a comprehensive suite of ServiceNow platform capabilities supporting the State's IT operations, including Incident, Request, Problem, and Change Management (ITSM); IT Operations Management (ITOM) with Configuration Management Database (CMDB) functionality; Hardware Asset Management (HAM); Software Asset Management (SAM); Strategic Portfolio Management (SPM) covering Idea, Demand, Enhancement, Agile, and Project Management; Enterprise Asset Management (EAM) for fleet management; and supporting functions including Security Incident Response (SIR) and Governance, Risk, and Compliance (GRC). The contract also includes Network Management Software capabilities. This single line item, valued at $2,782,860.83 per unit, represents a critical technology infrastructure investment for the State's IT service delivery operations.