ServiceNow Implementation and Managed Services

Background
The Arkansas Department of Shared Administrative Services, Office of State Procurement (OSP), is issuing this Request for Proposal (RFP) to obtain pricing and a contract for ServiceNow Implementation and Managed Services. This initiative is part of the Arkansas Forward project initiated by Governor Sarah Huckabee Sanders to enhance efficiency, security, and oversight of IT services across state government.

The Office of State Technology (OST) aims to implement a shared service delivery model and centralized governance structure to improve IT operations and service delivery. The OST's mission is to empower citizens through technology by providing critical public services.

Work Details
The Contractor will provide a multi-phased implementation of the ServiceNow Enterprise Platform across all Cabinet Level Executive Branch Departments. Key deliverables include:
1. **Platform & Common Service Data Model (CSDM)**: Establish a federated Configuration Management Database (CMDB) and implement CSDM framework.
2. **IT Service Management (ITSM)**: Modernize core IT support processes including Request Management, Incident Management, Change Management, and On-Call Scheduling.
3. **IT Asset Management (ITAM)**: Implement Discovery, establish asset lifecycle management processes, and deploy SaaS License Management.
4. **Integrated Risk & Security Operations (SecOps)**: Establish integrated risk management and security operations.
5. **Strategic Portfolio Management (SPM)**: Align IT investments with state priorities through Demand Management and Innovation Management.
6. **Procurement & Public Sector Digital Services (PSDS)**: Modernize procurement processes and enhance digital service delivery.
7. **Now Assist (Generative AI)**: Leverage AI for improved productivity across the platform.

Additionally, the Contractor will provide managed services including administrative support, emergency support 24/7, training for at least 200 users, and ongoing technical assistance until OST can manage the platform independently.

Period of Performance
The anticipated start date for the contract is December 1, 2025, with an initial term of three years. The contract may be renewed for up to four additional one-year terms, not exceeding a total of seven consecutive years.

Place of Performance
The work will be performed within the continental United States on the State’s instance of the ServiceNow environments.

Bidder Requirements
The Prospective Contractor must be a ServiceNow Public Sector Partner with specific certifications including ServiceNow Certified Application Developer (CAD) and Certified Implementation Specialist in relevant areas. They must have at least ten years of experience with the ServiceNow platform and proven capabilities in implementing public-facing portals.