ServiceNow IT Service Management (ITSM) Professional Software, Support, Subscriptions and Product Services

Broward County's Enterprise Technology Services (ETS) Division is seeking a ServiceNow IT Service Management (ITSM) Professional Software, Support, Subscriptions and Product Services contract to replace its current IT service management system. The procurement aims to deploy ServiceNow's IT Service Management Pro module to support approximately 6,000 customers and 400+ staff members across multiple agencies, with capabilities including service requests, survey reporting, technical assistance, change management, problem management, self-service ticket management, asset management, and incident request handling. Contractors must be an 'Elite' or 'Global Elite' consulting and implementation partner and a 'Premier,' 'Elite,' or 'Global Elite' reseller partner of ServiceNow, maintaining this status throughout the contract term. The solicitation requires electronic submission through BPRO by December 10, 2025, with vendors strongly encouraged to provide all requested documents. The initial implementation will focus on the ITSM Pro module, with optional future modules including IT Operations Management, Field Service Management, Customer Service Management, and Hardware and Software Asset Management. Pricing proposals must reference annual product subscription costs and a lump sum for consulting and implementation services.

The contract does not specify specific set-aside designations for disadvantaged enterprises, though the FTA Funding Supplement includes provisions related to Disadvantaged Business Enterprise (DBE) participation. The open-end contract will have an initial five-year term, with potential for five additional one-year renewals, and no guaranteed minimum quantity. Vendors must comply with comprehensive federal requirements, including FTA regulations, lobbying restrictions, debarment certifications, and Buy America provisions. Insurance requirements are extensive, including General Liability ($1,000,000 per occurrence), Auto Liability ($500,000), Workers' Compensation, Cyber Liability ($1,000,000 per claim), and Professional Liability ($1,000,000 per claim). While no specific award value is explicitly stated, the contract is designed to support ongoing software licensing, maintenance, and implementation services for Broward County's technology infrastructure. The solicitation emphasizes that all purchase orders for licenses and subscriptions will be issued annually, with payments made in advance within thirty days of invoice and acceptance.