Michigan Medicine ServiceNow Licensing & Strategic Partner Services

Background
The University of Michigan is seeking proposals from qualified suppliers to provide ServiceNow licensing, subscription management, and value-added advisory and professional services. This initiative supports Michigan Medicine's enterprise platform strategy and long-term operational objectives. Since 2017, Michigan Medicine has utilized ServiceNow as its primary ITSM platform, expanding its use to include various modules. In 2026, a strategic consolidation of two ServiceNow instances into a single platform was initiated to reduce technical debt and standardize processes.

Work Details
The selected supplier will provide the following services:

- Licensing & Subscription Management: Modernized, cost-effective, and scalable licensing aligned with current product SKUs.

- Advisory & Professional Services: Platform optimization, operational support, upgrades, and acceleration of time-to-value for new use cases.

- Enterprise Expansion Support: Flexibility to accommodate future modules and growth in IT/enterprise service management. The supplier will serve approximately 53,000+ platform users and must deliver competitive pricing while preserving platform continuity.

Period of Performance
The contract will be for an initial term of three (3) years with two (2) optional one (1) year renewal periods, allowing for a maximum potential duration of five (5) years.

Place of Performance
The services will be performed at Michigan Medicine facilities in Ann Arbor, Michigan.

Bidder Requirements
Suppliers must demonstrate capacity for a sustained long-term partnership and are expected to provide transparent pricing. Compliance with HIPAA regulations is required.