SPECIFICATIONS AND REQUIREMENTS

SERVICENOW LICENSE AND SUPPORT

1. Scope Broward County’s Enterprise Technology Services Division (“ETS”) seeks ServiceNow services and products to replace its current IT Service Management (“ITSM”) system, Cherwell, and seeks consulting, implementation, and training services. ETS supports over 6,000 customers along with 400+ staff members across multiple County 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 solicitation is for ServiceNow ITSM licensing with consulting, implementation, and training services. No substitutions or alternate brands allowed. Implementation shall be conducted in two (2) phases. Phases shall commence upon the County’s issuance of a written Notice to Proceed (“NTP”) for that phase. County may extend the deadline for any phase, in County’s sole discretion. Phase 1 shall be completed within six (6) months after the date of County’s NTP. Deadlines for phase 2 will be determined and agreed to by the parties, in writing, prior to the issuance of a NTP for phase 2.

a. Phase 1 – IT Service Management Pro Implementation:

ETS plans to immediately implement ServiceNow's IT Service Management Pro (“ITSM Pro”) to handle existing and future call volumes and provide features that are critical for an Information Technology Infrastructure Library (“ITIL”) environment. The awarded vendor (“Contractor”) will provide all services related to the implementation of ITSM Pro to replace Cherwell. Existing data within Cherwell will not be migrated. The Contactor will provide customized training to County on the use of ITSM Pro. Training shall at a minimum include platform fundamentals, ITSM workflows, ServiceNow Administration, reporting, and any other recommended or requested topics to ensure successful and independent maintenance of the platform after go-live. Training shall take place over a 3-day period and be instructor-led, in-person or remote.

b. Phase 2 – Optional Module Implementation:

The following modules are designated as optional and may be implemented individually or in groups at later date(s): IT Operations Management, Field Service Management, Customer Service Management, Hardware Asset Management, Software Asset Management, Workflow Data Fabric Standard, Integrated Risk Management, and any other modules desired by County and offered by the Contractor (collectively, “Optional Modules”). Pricing for the implementation of Optional Modules will be negotiated if and when the County elects to proceed with their implementation. County reserves the right to co-term Optional Modules so that their expiration aligns with existing licenses implemented in Phase 1.

The process of purchases of non-priced Optional Modules is: The County will request a quote from the awarded Contractor, specifying the Optional Module(s) requested. The Contractor shall provide the quote no later than five (5) calendar days of County’s request.

Quote should include current MSRP; the discount percentage, and the County’s price (which must be no less than percent discount offered for this contract).

2. Price Refer to the BidTable and submit as instructed.

3. Ongoing Support and Maintenance The Contractor must provide ongoing support for the annual renewal of ServiceNow ITSM Pro and any Optional Module implemented. Support required from the Contractor includes the following:

a. Account Representative. The Contractor shall provide, during the term of the contract, a representative who will be able and authorized to quote, recommend, and resolve all account-related issues.

b. Pre-Sales Support. The Contractor shall provide County pre-sales consultation to assist agencies with identifying ServiceNow services and consult on existing production software enhancements, new offerings, and quantities required for the agency solution.

c. Delivery: All orders will be processed no later than 21 days after the Contractor receives the purchase order from County.

d. 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 date.

4. Contractor Requirements and Responsibilities:

a. Authorization: If the Contractor is not the software manufacturer, 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 this status or higher throughout the contract term.

b. The Contractor bears the sole responsibility to deliver in a timely manner and to deliver ordered quantities to fulfill the contract requirements.

c. Contractor Capacity/Delivery: The 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 experienced staff authorized to perform pre-sales consultation services on product purchases for all ServiceNow product offerings.

5. Final Acceptance Section 22.148 of the Broward County Administrative Code requires that all applicable software purchases be inspected and tested by County, including verification by ETS, prior to final written acceptance of the software and software-related services. For any applicable software purchases, County and Contractor will determine Final Acceptance Test criteria.

6. Invoicing and Payments:

a. County will issue purchase orders for license subscriptions, renewals, and support and maintenance annually. Payments shall be made annually in advance. Payment shall be made within thirty (30) days after receipt of a proper invoice.

b. For Phase 1 consulting and implementation services, County will pay Contractor 50% of the total invoice amount upon County’s issuance of the NTP and 50% upon County’s written notice of Final Acceptance.