City of Akron

Buyer seeks a ServiceNow Elite Partner with government industry specialization to provide production and implementation support services. Buyer requires ongoing maintenance of current ServiceNow features including incidents, service catalog, custom applications, and integrations. Buyer also needs implementation support for future expansions including Hardware Asset Management Pro, Software Asset Management, and Cityworks integration. The contract term is for three years with option to renew annually for up to three additional years.

• 6/24/2025 - Proposal Due Date

• Must be a ServiceNow Elite Partner
• Must have specialization in Government industry
• Must provide three references, preferably from governmental space

• Support ServiceNow incidents and service catalog
• Maintain custom applications for work orders and projects
• Support problem management and knowledge bases
• Manage ServiceNow service portal for 1,980 active users
• Maintain Azure integration with SSO
• Support custom scripts for various enhancements
• Maintain ticketing integrations (Aria, Netwrix, Crowdstrike)
• Implement Hardware Asset Management Pro
• Develop ServiceNow/Cityworks integration
• Implement Software Asset Management
• Provide 200 hours of annual postproduction support
• Assign dedicated account manager
• Provide detailed reporting on support tickets
• Meet SLA requirements for different severity levels
• Maintain ServiceNow Elite Partner status
• Provide expertise in government industry specialization
• Train support team members on ServiceNow modules
• Facilitate future system integrations
• Document workflows and support processes
• Provide regular account reviews and management