It Services: Consulting, Software Development, Internet And Support – Itsm Support And Development Services. Helsinki Seudu Liikkeen -Municipal Association Y-Id 2274586-3 (Later Hsl, Customer, Procurement Unit) Requests Your Offer For The Servicenow Platform As A License Supplier And A Platform Team For The Tasks According To The Description Of The Target State. Description Of The Current State The Central Service Management System Of Hsls Service Production Is Built On The Servicenow Platform. The Platform Is Used To Implement Process-Type Workflows In Accordance With Itil Processes And Service Production Policies. Servicenow Development Is Done By A Single Development Team, And Development Requests Are Guided According To The Process. Servicenows Agile Teams Module Is Used As The Workspace For Agile Scrum-Type Agile Development. All Development Work Is Documented In The Knowledge Base. The Platform Consists Of Three Instances: Development, Test And Production. The Development Instance Is The Platform For Development Work. Before Going Into Production, The Development Target Is Moved To The Test Environment. The Test Environment Is Used For Acceptance Testing And Corresponds To The Production Environment To Enable Testing. Development Work Is Done In The Development Environment. The Production Environment Is Used For Production By Hsl Employees, Consultants And External Users. Itil Processes Are Mature, Documented And Have Policies That Are Followed. Service Request Management, Incident Management, Problem Management And Change Management Are Well In Production Use. The Services Of The Production Environment Are Used With Portal Views Created To Meet The Needs Of Different Customers And With The Core View Of Technology Service Production Users. Event-Based Problem Management Has Been Implemented On The Servicenow Platform. Cmdb Information Is Collected By Integrations, Either With The Help Of A Separate Integration Service Managed By Hsl, Or As A Direct Integration Between Servicenow Instances And The Suppliers Systems. Part Of The Cmdb Data Can Be Manually Maintained. In Addition To Cmdb Information, Hsls Service Structure Follows The Defined Csdm Model, Where The Relational Model Also Controls The Operation Of Itil Processes. Integration Solutions Vary Slightly Depending On The Third-Party Solution. For The Most Complex Needs, A Separate Integration Service Can Be Used, Whose Development Team Is Capable Of Creating Complex Custom Code. The Integrations Produced On The Platform Mainly Use The Rest Interface. For Some Integrations, So-Called Icon Application, Whose Central Task Is To Harmonize The Solution Model Of The Integrations Implemented On The Platform. Currently, The System Uses The Following Licenses (Servicenow®) Until The End Of 2026: Customer Service Management Standard 158 Additional Non-Production Instance - Shared Environment (4Tb) 1 Business Continuity Management Standard 5 Integrated Risk Management Standard 5 Agile Team 1 Integration Hub Starter 1 Impact Guided V3 1 Description Of The Target State All Modules Of The Servicenow Platform Can Be Implemented If Necessary. Features Released In The Future Can Also Be Used. To The Servicenow Environment V
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