Tenders Are Invited For Maintenance And Further Development Of Servicenow

maintenance And Further Development Of Servicenow . Descriptionpurpose Norsk Tipping (Nt) Currently Uses Servicenow As An It Service Management And Csm Tool, And Currently Has A License And Maintenance Agreement Through Dxc Technology. The Agreement Expires In February 2027, And This Acquisition Is A Renewal Of The Maintenance Agreement At Servicenow. Nt Is Looking For A Professional Partner Who Can Help Maintain And Further Develop The Current Solution. The Supplier Must See Opportunities, Propose Improvements And Have Good Routines For Development And Support. The Csm Module Is Used By Customer Service (Interactions/Case), Dealer Service And Some Other Smaller User Groups (Case). Customer Service Is Among Norways Best And Requires High Efficiency In Case Management With A Focus On Quick Access To Information, Few Pressures And A High Resolution Rate. The System Bears The Mark Of Having Lived For Almost 10 Years. There Is Some Technical Debt That We Need Help Clearing Up. Part Of This Is Moving Certain Internal Apis, Which Have Been Made Available With Mid Server, Over To Exposed Facade Services That Are More Responsive. The Itsm Module Is Used To A Very Large Extent By It Operations, But Also In Customer Service, Dealer Service (Incident) And In Security. The Case Types In Use Are: Incident, Major Incident, Problem, Change And Request. Nts Internal Service Desk And Hr Use Agent Workspace. Servicedesk Receives Cases Via The User Portal, Chat, Telephone, Attendance And E-Mail Which Are Automatically Registered In Servicenow. The Case Types They Work With Are Primarily Incident And Request. There Is A Well-Developed Change Management With A Number Of Automated Standard Changes. Servicenow Receives More And More Changes Via Pipeline Or Other Integrations From Internal Jira. The Operations Center Is The Escalation Point For General Errors On The Solutions. They Have Monitoring And Use, Among Other Things, Splunk To Receive Events. In The Procurement, Emphasis Will Be Placed On The Suppliers Experience And Expertise, Also In Addition To Operation And Maintenance. The Supplier Must Be A Proactive Advisor In The Entire Range Of Services Covered By The Agreement. Whether It Is New Functionality In Servicenow, A Need To Clear Technical Debt, Smart Choices Around Integrations, Utilization Of Functionality In An Existing Solution Based On The Supplier Knowing Nts Business Needs Or Similar. Needs To Be Met Norsk Tipping Has Organized Its Development Work In A Product Development Model. The Customer Support Product Area Is, Among Other Things, Responsible For The Management And Further Development Of Servicenow, Genesys Cloud And Self-Service Solutions. Developers And Advisers From The Chosen Supplier In This Procurement Will Be Important Resources In This Team Together With Other Internal And External Resources. Nt Has Few But Good Internal Resources With Expertise In Servicenow, And It Is Important To Have A Professional Supplier With Good Access To Resources And Who Can Contribute With Expert Help. The Team Basically Consists Of A System Administrator/Owner And Two System Administrators, One Of Whom Is Defined As Team Architect. The Product Development Area Currently Consists Of Two Interdisciplinary Teams, But Which Share Internal Resources And Largely Work Cross-Functionally. The Product Development Manager Has Administrative Responsibility For The Teams And Also Has A Team Leadership Role For The Teams, To Ensure Progress And Prioritization Of Tasks. The Product Area Is Responsible For Ensuring That Administrative Tasks Are Carried Out And Together Prioritizes Small And Large Tasks Based On The Companys Principles For Product Development. The Product Development Area Follows The Development Cycle Of The Company Together With The Other 12 Areas, And Joint Planning Is Carried Out At An Overall Level Approx. 3 Times Per Year. The Detailed Planning Is Mainly Done In 2-Week Sprints. Errors That Occur Are Continuously Corrected In Addition To Work In Progress In The Other Processes. It Is Expected That The Supplier Has Competence In The Following Main Areas. The List Is Not Exhaustive: · Servicenow Platform · Licenses · Administration · Development · Integrations And Integration Security · Active And Proactive Consulting (Servicenow And Technology/Architecture) · Coordination And Planning · Work In Interdisciplinary Teams · Sla And Support Norsk Tipping Currently Has An Agreement With Dxc Related To Servicenow. The Agreement Includes Both Consultancy Services For Operation, Management And Further Development Of Servicenow, As Well As Servicenow Licences. The Two Parts Of The Existing Agreement Have Different Durations. The Agreement On Consultancy Services Expires On 27 February 2027, While The Existing Agreement On Servicenow Licenses Runs Until February 2029. A New Agreement Entered Into As A Result Of This Competition Shall Include Both Consultancy Services And Servicenow Licences.