K280022574 tender_6262 - ServiceNow Managed Services 2025

Interested Suppliers must have a minimum D&B credit rating score of 35. Suppliers in breach of the mandatory or discretionary exclusions set out in the Procurement Act 23 will not be eligible to Bid.

Provide evidence of UK-based Elite (or above) ServiceNow partner status in consulting, implementation, and managed services.​ To achieve Elite Partner status with ServiceNow, a partner must demonstrate a high level of competency across multiple ServiceNow products and workflows. Be able to provide and support a direct relationship with the third-party supplier and DVSA for delivery of all services where they are a ServiceNow Reseller.​ Demonstrate recent experience in delivering managed services for UK government departments or agencies.​ Have a minimum of 5 years of experience in providing managed services for the ServiceNow platform Have certified ServiceNow professionals with expertise in the following modules in particular: ITSM, ITOM, CSM, and SecOps ​ Have a clear methodology for project management, risk management, and quality assurance.​ Have a support team with defined SLAs for incident resolution and service requests.​ Provide ServiceNow 24/7 Managed Service, this includes:​ A 24/7, 365 response for P1 & P2 incidents, whilst a response between 08:00 to 18:00 Monday to Friday (excluding bank holidays) is expected for P3 & P4 incident.​ Have the capability to build applications on the ServiceNow platform to meet specific business requirements, whilst maintaining the development to as closely out of the box as possible.​ Focus on areas that have been excessively customised, and offer guidance on best practices to revert to a more standard, out-of-the-box configuration​ Create and sustain integrations between ServiceNow and other systems​ Establish a clear process and governance strategy to determine when platform developments or enhancements are considered customisations and highlight these to the DVSA prior to development. Have clear governance frameworks to manage the development and deployment of low/no code applications. This includes setting guidelines for developers and ensuring compliance with organisational standards.