RFQ 26-03780 for ServiceNow Extended Support

The Massachusetts Executive Office of Technology Services and Security (EOTSS) has issued a Request for Quotation (RFQ) to solicit bids from qualified vendors for comprehensive extended support services for the ServiceNow platform. The scope encompasses a broad range of support activities including break/fix services, system upgrades, backlog and release management, new application development, and strategic consultancy. Vendors must demonstrate expertise across various ServiceNow modules such as ITSM, ITOM, Security Operations, SAM, Contracts, Privacy, Legal Case Management, and integrations with third-party systems. The contract is expected to be fixed-price with an initial duration of 12 months, with potential for renewal, and requires vendors to provide detailed hourly rates for different skill levels to accommodate flexible resource deployment. Key requirements include the vendor’s ability to provide US-based, ServiceNow-certified personnel, including architects, senior developers, and mid/junior developers, with a dedicated engagement manager serving as the single point of contact. The vendor must adhere to strict security and accessibility standards, including compliance with enterprise information security policies and accessibility mandates aligned with federal and state standards. The services are to be performed primarily within Massachusetts, with no work permitted outside the US unless alternative arrangements are made. The contract emphasizes performance SLAs, quality assurance, and warranties, ensuring the platform’s stability, security, and ongoing optimization. Additionally, bidders must demonstrate experience in supporting a wide array of ServiceNow applications, provide references, and be prepared for potential oral presentations or demonstrations. The procurement process also incorporates provisions for contract negotiations, amendments, and compliance with emerging technologies such as generative AI, ensuring the solution aligns with evolving state policies and standards.