A. Contractor must operationalize the ServiceNow environment to assist Energy Safety with critical business management functions and processes. This includes, but is not limited to: 1. Proactive Monitoring and Incident Resolution: Ensuring the platform operates smoothly by identifying and addressing issues before they escalate. 2. System Administration: Handling tasks like user management, workflow configuration, and data quality checks. 3. Custom Development and Integration: Expanding functionality, integrating with other systems, or tailoring workflows to meet specific business needs. 4. Security and Compliance: Regular audits and updates to ensure the platform remains secure and compliant with industry standards. 5. Scalability: Adapting the platform as Energy Safety grows or requires additional features. B. Contractor must perform minor configuration change requests in the applicable environments. Minor requests will generally involve changes to existing live applications. C. Contractor services must include full planning, project management, implementation services, reporting, training, and all other necessary services for completion of work. D. Contractor must assign a Service Account Manager (SAM), or equivalent, to ensure production support service levels are being met, provide oversight, and monitor work volumes. The SAM must create and deliver the following reports (refer to Table 4, Reports): 1. Quarterly Health Review: Quarterly review of ServiceNow operations with key stake holders. 2. Service Levels: Timing for Response and Resolution of ServiceNow Issues (Incidents)
