16-Specifications and Requirements for ServiceNow License and Support.pdf
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- Attached to
- ServiceNow IT Service Management (ITSM) Professional Software, Support, Subscriptions and Product Services
- Solicitation number
- PNC2130864B1
- Issued by
- Broward County, Florida
About this file
This is a Specifications and Requirements document for Broward County's Enterprise Technology Services (ETS) Division outlining procurement requirements for ServiceNow IT Service Management (ITSM) Professional Software, Support, Subscriptions, and Product Services. ETS supports approximately 6,000 customers and 400+ staff members across multiple agencies and field locations. The County seeks an 'Elite' or 'Global Elite' ServiceNow consulting and implementation partner to replace its current IT Service Management system and provide comprehensive software licensing and implementation services. The initial implementation will deploy ServiceNow's IT Service Management Pro module to handle IT service requests, survey data collection and reporting, technical assistance requests, change management, problem management, self-service ticket management, asset management, knowledge base management, reporting services, and break-fix incident requests. Additional optional modules including IT Operations Management, Field Service Management, Customer Service Management, Hardware Asset Management, Software Asset Management, and Integration Hub may be subscribed to after initial implementation. The solicitation specifies that no substitutions are allowed, and vendors must submit responses electronically through BPRO by the stated closing date and time.
The pricing proposal must reference the annual cost of product subscriptions and a lump sum for consulting and implementation services. The Contractor must be a 'Premier,' 'Elite,' or 'Global Elite' reseller partner and maintain this status or higher throughout the contract term while possessing direct interface capability with ServiceNow for registry of all software subscriptions and support plans. The Contractor shall not utilize business-to-business alternative resellers to fulfill orders and must provide designated Key Personnel including an Account Representative and Pre-Sales Support Representative authorized to quote, recommend, and resolve account-related issues. All order confirmations must process within twenty-one calendar days after receipt of purchase order, with the Contractor obligated to provide written notification of any delivery delays. The County will issue purchase orders for ongoing license subscriptions and maintenance annually, with payments for maintenance and support made annually in advance and due within thirty days after invoice, delivery, and acceptance.
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SPECIFICATIONS AND REQUIREMENTS
SERVICENOW LICENSE AND SUPPORT
1. Scope
Broward County’s Enterprise Technology Services (ETS) seeks a ServiceNow ‘Elite’ or ‘Global Elite’ partner to replace its current IT Service Management system and provide consulting and implementation services. ETS supports approximately 6000+ customers along with 400+ staff members across multiple agencies and field locations and requires ServiceNow for the management of IT service requests, survey data collection and reporting, technical assistance requests, change management, problem management, self-service ticket management, asset management, knowledge base management, reporting services, and break-fix incident requests. This is a solicitation for ServiceNow licensing with consulting and implementation services only. No substitutions allowed.
ETS plans to immediately implement ServiceNow's IT Service Management Pro to handle existing and future ETS call volumes and provide features that are critical for an ITIL environment. ETS also desires to implement IT Operations Management, Field Service Management, Customer Service Management, Hardware Asset Management, Software Asset Management, and Integration Hub. These additional modules may be subscribed to after initial implementation and will allow further integration with County processes and procedures to meet various needs of other County agencies.
2. Price
Price shall reference the annual cost of product subscriptions and the lump sum for consulting and implementation services.
3. Ongoing Support and Maintenance
The Contractor must provide ongoing support and maintenance for the ServiceNow license and software subscription services.
4. Contractor Responsibilities:
a. The Contractor must be an ‘Elite’ or ‘Global Elite’ consulting and implementation partner and a ‘Premier,’ ‘Elite,’ or ‘Global Elite’ reseller partner of ServiceNow. The Contractor shall remain in this status, or higher, throughout the contract term.
b. The Contractor submitting the offer bears the sole responsibility to deliver in a timely manner and deliver ordered quantities to fulfill the contract requirements.
c. Contractor Capacity/Delivery: Contractor must possess the ability to directly interface with the manufacturer for registry of all software subscriptions and support plans. The Contractor may not utilize a business-to-business alternative reseller to fulfill orders.
d. The Contractor must maintain staff authorized to perform pre-sales consultation services on product purchases for all ServiceNow product offerings.
e. Warranty, Support, and Maintenance: The Contractor shall provide the County Pre-Sales consultation on product selection by either telephone, website, or chat, to receive and respond to County inquiries. Support required from Contractor includes the following:
i. Account Representative. The Contractor shall provide, during the term of the contract, a representative (Key Personnel) who will be able and authorized to quote, recommend, and resolve all account-related issues.
ii. Pre-Sales Support Representative. The Contractor shall make available a pre-sales account Solutions representative (Key Personnel) to assist County Agencies with identifying ServiceNow services and consult on existing production software enhancements, new offerings, and quantities required for the Agency solution.
iii. Delivery: All order confirmations as indicated by Purchase Order as per the related quotation, shall process within twenty-one (21) calendar days after receipt of Purchase Order.
“Delivered complete as ordered” refers to all items as quoted and processed as an order.
iv. If circumstances beyond the control of the Contractor result in a late delivery, it is the responsibility and obligation of the Contractor to notify the contact listed on the purchase order, in writing, immediately upon determining delay of shipment.
The written notification shall indicate the anticipated delivery dated.
5. Invoicing and Payments:
a. The County will issue purchase orders for ongoing license subscriptions (renewals) and maintenance annually. Payments for maintenance and support shall be made annually in advance.
Payment shall be made within thirty (30) days after invoice and delivery and acceptance.
| SPECIFICATIONS AND REQUIREMENTS |
| SERVICENOW LICENSE AND SUPPORT |
| 1. Scope |
| 2. Price |
| 3. Ongoing Support and Maintenance |
| 4. Contractor Responsibilities: |
| a. The Contractor must be an ‘Elite’ or ‘Global Elite’ consulting and implementation partner and a ‘Premier,’ ‘Elite,’ or ‘Global Elite’ reseller partner of ServiceNow. The Contractor shall remain in this status, or higher, throughout the contract term. |
| b. The Contractor submitting the offer bears the sole responsibility to deliver in a timely manner and deliver ordered quantities to fulfill the contract requirements. |
| c. Contractor Capacity/Delivery: Contractor must possess the ability to directly interface with the manufacturer for registry of all software subscriptions and support plans. The Contractor may not utilize a business-to-business alternative reseller to fulfill orders. |
| d. The Contractor must maintain staff authorized to perform pre-sales consultation services on product purchases for all ServiceNow product offerings. |
| e. Warranty, Support, and Maintenance: The Contractor shall provide the County Pre-Sales consultation on product selection by either telephone, website, or chat, to receive and respond to County inquiries. Support required from Contractor includes the following: |
| i. Account Representative. The Contractor shall provide, during the term of the contract, a representative (Key Personnel) who will be able and authorized to quote, recommend, and resolve all account-related issues. |
| ii. Pre-Sales Support Representative. The Contractor shall make available a pre-sales account Solutions representative (Key Personnel) to assist County Agencies with identifying ServiceNow services and consult on existing production software enhancements, new offerings, and quantities required for the Agency solution. |
| iii. Delivery: All order confirmations as indicated by Purchase Order as per the related quotation, shall process within twenty-one (21) calendar days after receipt of Purchase Order. “Delivered complete as ordered” refers to all items as quoted and processed as an order. |
| iv. If circumstances beyond the control of the Contractor result in a late delivery, it is the responsibility and obligation of the Contractor to notify the contact listed on the purchase order, in writing, immediately upon determining delay of shipment. The written notification shall indicate the anticipated delivery dated. |
| 5. Invoicing and Payments: |
| a. The County will issue purchase orders for ongoing license subscriptions (renewals) and maintenance annually. Payments for maintenance and support shall be made annually in advance. Payment shall be made within thirty (30) days after invoice and delivery and acceptance. |
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