Norway – Repair and maintenance services – Maintenance and further development of ServiceNow

Purpose Norsk Tipping (NT) currently uses ServiceNow, among other things, as IT Service Management and CSM tools and currently has a licence and maintenance agreement through DXC Technology. The contract expires in February 2027 and this procurement is a renewal of the maintenance contract for ServiceNow. NT is looking for a professional cooperation partner who can help maintain and further develop the current system. Tenderers must see possibilities, 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 small user groups (Case). Customer service is among norway's best and requires high efficiency in case handling with focus on quick access to information, getting pressure and high system degree. The system bears the mark that it has lived for almost 10 years. There are some technical debts that we need help cleaning up. Part of this is moving some internal APIs, which have been made available with MID-server, over to exposed facade services which are more responsive. The ITSM module is used to a very large degree by IT Operations, but also on customer service, dealer services (incident) and in Security. The case types in use are: incident, major incident, problem, change and request. NP's internal Service Desk and HR use Agent Workspace. ServiceDesk receives cases via the user portal, chat, telephone, attendance and e-mails that are automatically registered in ServiceNow. The case types they work with are primarily incident and request. It is a well developed Change management with a number of automated standard changes. ServiceNow is receiving more and more changes via pipeline or other integrations from internal Jira. The operational centre is the escalation point for general errors in the systems. They have monitoring and use, among other things, Splunk to receive events. Emphasis will be put on the tenderer ́s experience and competence in addition to operation and maintenance. Tenderers shall be a proactive consultant for the entire spectrum of services the contract covers. Whether there is new functionality in ServiceNow, a need for clearing in technical debts, smart choices around integrations, utilisation of functionality in the existing system based on the supplier knowing NP's business needs or the like. Requirements that shall be met. Norsk Tipping has organised development work in a product development model. The Customer Support product area is responsible for i.a. management and further development of ServiceNow, Genesys Cloud and self-service systems. Developers and consultants 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 competence in ServiceNow, and it is important to have a professional supplier that provides me good access to resources and who can contribute with expert help. As a starting point, the team consists of a system manager/owner and two system administrators, one of whom is defined as a team architect. The product development area currently consists of two multi-disciplinary teams, but which share internal resources and to a large degree work across. The product development manager has management responsibility for the teams and has, in addition, a team management role for the teams, in order to ensure progress and prioritising tasks. The product area is responsible for the management assignments being carried out and together prioritise small and large assignments based on the company principles for product development. The product development area follows the company ́s development cycle together with the other 12 areas and a joint plan is carried out at a general level, approx. 3 times per annum. The detailed planning will mainly be carried out in 2-week sprinters. Errors that occur are continually corrected as well as ongoing work in the other processes. The tenderer is expected to have 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 multi-disciplinary teams · SLA and support Norsk Tipping currently has an agreement with DXC for ServiceNow. The agreement includes both consultancy services for the operation, management and further development of ServiceNow, as well as ServiceNow licences. The two parts of the existing agreement have different lengths. The agreement on consultancy services expires 27 February 2027, while the existing agreement on ServiceNow licences runs until February 2029. A new contract that will be signed as a result of this competition shall include both consultancy services and ServiceNow licences.