California Department of General Services

Buyer seeks a contractor to provide ServiceNow Managed Services for their Information Technology System Maintenance. The contractor will support the Office of Energy Infrastructure Safety by managing their ServiceNow platform environments including production, staging, and development. Services include system administration, incident resolution, architecture support, platform upgrades, and minor configuration changes. The contractor must provide remote support and meet specific service level objectives for response and resolution times.

• 6/12/2025 - Last Day to Submit Questions
• 6/19/2025 - Bid Reading
• 6/19/2025 - Proposal Due Date

• Must hold Elite-Level Accreditation under the ServiceNow Partner Program
• Minimum of five years experience providing services similar in scope

• Provide proactive monitoring and incident resolution for ServiceNow platform
• Perform system administration including user management and workflow configuration
• Develop custom features and integrate with other systems
• Conduct regular security audits and compliance updates
• Complete up to two platform upgrades annually
• Provide architecture services and perform semi-annual health checks
• Resolve up to 12 production incidents per quarter
• Implement minor configuration change requests up to 100 hours annually
• Create and deliver quarterly health review reports
• Support system scalability as department needs evolve