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The NSW Department of Customer Service is looking for managed service providers (MSPs) to support and maintain its existing ServiceNow platform.
According to a request for quote (RFQ) the state government is seeking management assistance in its three instances of the platform, which are used for production, user acceptance testing (UAT) and development. The agreement covers three years plus two one -year extensions.
The selected provider must assist with ServiceNow’s out of the box function, as well as handling upgrades, with all major releases for the ServiceNow platform to be implemented within two months of general availability, while minor updates, including patches and fixes, will be applied on an agreed schedule.
The agreement also includes support for Now Mobile and Now Agent mobile applications.
The state government department is also seeking help with its MID Servers, as MSP is expected to work on relevant terms to create MID servers as needed, with up to six additions per year.
In addition, MSPs will need to manage third-party ServiceNow integrations, which include SCCM Service Graph Connectors, as well as solutions from SolarWinds, Microsoft, SailPoint, Okta, Amazon, PagerDuty and Whispir.
Furthermore, partners are required to be responsible for the Department’s ServiceNow components of application programming interface (API) integrations, covering those from DXC Connect, AWA / Cabrini, Insurance and Care NSW, AC3 and NTT.
In addition, any new solutions developed by the Department’s ServiceNow platform team or an external ServiceNow service provider are willing to negotiate to be included in the contract.
RFQ is open until March 28th.
Last year, AC3 won a $ 39 million mega-deal with NSW’s Department of Customer Service to prepare it for its eventual move to the cloud.
Tags Customer Service Department
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