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Michigan Medicine ServiceNow Licensing & Strategic Partner Services

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UMich-RFP-0012356-TECH-2026State & Local

Contract Overview

Solicitation details, issuing organization, response deadlines, documents, and interested companies for this government contract opportunity.

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The University of Michigan, through Michigan Medicine’s Health Information Technology & Services, is seeking a strategic partner to provide comprehensive ServiceNow licensing, subscription management, and professional services to support its enterprise platform strategy. Since 2017, ServiceNow has been the core ITSM platform, with expanded adoption across ITOM, SecOps, SPM, CSM, and workflow automation. In 2026, Michigan Medicine launched an initiative to consolidate two existing ServiceNow instances into a single unified platform to reduce technical debt and enable scalable growth. The selected supplier will be responsible for delivering modern, cost-effective licensing aligned with current SKUs, advisory services to optimize platform performance, accelerate time-to-value for new capabilities, and provide ongoing operational support. The supplier must also demonstrate the flexibility to accommodate future module expansions and growing enterprise service management needs across more than 53,000 users, working closely with four key internal HITS teams. The contract is structured as a three-year initial term with two optional one-year renewals, for a maximum duration of five years. Proposals must include clearly defined pricing structures broken down by term, accounting for discounts, escalation clauses, and volume-based adjustments, along with support and maintenance costs for the SKUs detailed in Attachment F. Suppliers are expected to offer transparent, competitive pricing and ensure platform continuity throughout the transition and ongoing operations, while emphasizing long-term partnership capabilities. Responsibility for the instance consolidation effort remains with Michigan Medicine, and suppliers must not assume oversight of this process. All questions must be submitted via the official Q&A Board before the close date, and responses must reference the solicitation number UMich-RFP-0012356-TECH-2026. The deadline for proposal submission is September 4, 2026, and the primary point of contact is Jared Wacker at jtwacker@umich.edu.

General Info

Michigan Medicine seeks ServiceNow licensing and professional services for unified platform, 53K users, 3-year term with two renewals.

Agency

University of MichiganView Agency

NAICS

518210 - Computing Infrastructure Providers, Data Processing, Web Hosting, and Related ServicesView NAICS

Place of Performance

Not specified

Set-Aside

NONE

Documents

(5)

RFP-0012356-TECH-2026 Michigan Medicine ServiceNow Licensing & Strategic Partner Services

PDF•rfp

ServiceNow RFP Addendum A - Product SKUs and Quantities

DOCX•amendment

Statement of Services and Deliverables - ServiceNow RFP 2026

DOCX•sow

Attachment F - Software Pricing Spreadsheet - University of Michigan RFP

XLSX•pricing-spreadsheet

ServiceNow RFP Addendum B - Michigan Medicine Team Profile

DOCX•addendum

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Timeline

PhaseSolicitation
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Response Deadline

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Organization & Contact Information

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AgencyUniversity of Michigan
Contacts1 person available
OfficeN/A
Organization / Agency
University of Michigan
View Agency Profile
Office AddressN/A
Contacts
Jared Wacker
contact@example.gov

Full Description

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The University of Michigan ("University") seeks proposals from qualified Suppliers to provide ServiceNow licensing, subscription management, and value-added advisory and professional services in support of Michigan Medicine's enterprise platform strategy and long-term operational objectives. Michigan Medicine Health Information Technology & Services (HITS) has utilized ServiceNow as its primary ITSM platform since 2017, expanding its use over time to include ITOM, SecOps, SPM, CSM, and enterprise workflow automation. In 2026, Michigan Medicine initiated a strategic consolidation of two ServiceNow instances into a single unified platform to reduce technical debt, standardize processes, and support future growth. Michigan Medicine is issuing this RFP to select a strategic ServiceNow supplier capable of providing: Licensing & Subscription Management - Modernized, cost-effective, and scalable licensing aligned with current product SKUs Advisory & Professional Services - Platform optimization, operational support, upgrades, and time-to-value acceleration for new use cases Enterprise Expansion Support - Flexibility to accommodate future modules, and IT/enterprise service management growth The selected supplier will serve approximately 53,000+ platform users, partnering primarily with four internal HITS stakeholder teams. Suppliers are expected to deliver competitive and transparent pricing, preserve platform continuity, and demonstrate capacity for sustained long-term partnership. Note: Suppliers should not assume responsibility for instance consolidation. Any questions regarding this request must be directed to the Question-and-Answer Board for this Event. All questions must be submitted by the Q&A Submission Close Date. All correspondence must refer to the specific RFQ title. Suppliers are requested to propose pricing for an initial three (3) year term, with two (2) optional one (1) year renewal periods, for a maximum potential contract duration of five (5) years. Pricing must be clearly structured by term period and reflect any applicable discounts, escalation provisions, or volume-based adjustments. Please submit pricing along with support and maintenance pricing for the SKUs listed in Attachment F. The attachment is located under Buyer Attachments and can be uploaded in Section 3.1.1 of RFP Responses under Questions.

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