ServiceNow Managed Services (DGS-OTA)

Background
The State of California, Department of General Services (DGS), Procurement Division is issuing this Invitation for Bid (IFB) for ServiceNow Managed Services to support the Office of Energy Infrastructure Safety (OEIS). The goal is to outsource management and support of the ServiceNow platform to ensure continuous improvement and optimization to meet business needs effectively.

Work Details
The contractor will provide administration, maintenance, and operations support for the ServiceNow platform, including:

1. Proactive Monitoring and Incident Resolution;
2. System Administration tasks such as user management and workflow configuration;
3. Custom Development and Integration;
4. Security and Compliance audits;
5. Scalability adjustments as needed.

The contractor must also perform minor configuration change requests, provide full planning, project management, implementation services, reporting, training, and assign a Service Account Manager (SAM) for oversight. Services are capped at 100 hours annually for minor configuration changes.

Period of Performance
The contract term is set for thirty-six months from the effective date approved by DGS.

Place of Performance
All work will be performed remotely.

Bidder Requirements
Bidders must hold Elite-Level Accreditation under the ServiceNow Partner Program and demonstrate a minimum of five years of experience in similar services. Bidders must submit required documentation including a Bidder Declaration Form and certifications related to California Civil Rights Laws, Iran Contracting Act, and any applicable Disabled Veteran Business Enterprise (DVBE) certifications.