The County of Riverside Purchasing & Fleet Services Department, on behalf of Riverside County Information Technology (RCIT), is soliciting proposals from qualified firms to provide implementation and configuration of the ServiceNow IT Operations Management (ITOM) module as required by the County. Objective: The objective of this project is to implement and configure the ServiceNow IT Operations Management (ITOM) module with the following goals: Enhance IT Operational Efficiency: Streamline IT operations by improving visibility into infrastructure and services. Improve Service Mapping and CMDB Alignment: Align the Configuration Management Database (CMDB) with Common Service Data Model (CSDM) standards for better accuracy and usability. Enable Comprehensive Discovery and Integration: Conduct discovery of critical assets and integrate with existing systems like SCCM and Intune. Support IT Governance and Processes: Establish governance practices and incorporate CMDB value into ITSM core processes (Incident, Problem, and Change Management). Establish a governance process on collection health and system health Deliver Training and Ensure Future-Proofing: Provide targeted training for administrators and users, preparing the system for future expansion into Service Mapping, Event Management, and Asset Management. Adopt Industry Best Practices: Establish a robust approach to Configuration Management and CMDB Change Control. Create a trusted source of reporting and analysis using out-of-the-box dashboards and reports.
