Specifications include, but are not limited to: The Washington Metropolitan Area Transit Authority (WMATA) requires the services of a qualified contractor to provide support with migrating from CA Service Desk to ServiceNow Change Management and Incident Management Modules. This project aims to improve the efficiency and effectiveness of IT operations, increase customer satisfaction, and ensure regulatory compliance. WMATA is seeking to hire a professional service provider to assist with the final stage of implementing ServiceNow Change Management and Incident Management. The professional service provider must have the necessary capabilities to perform the following: 1. Configuration and customization of the ServiceNow platform: The service provider must be able to review the existing configuration of the ServiceNow platform and make any necessary modifications to ensure that the solution meets our requirements. This may include configuring additional workflows or modifying existing workflows and customizing the user interface to improve usability and adoption. 2. Training of end-users: The service provider must be able to provide basic training to our endusers to ensure that they are able to use the solution effectively. This may include training on how to create and manage change requests and incidents, how to use the ServiceNow platform to track and report on incidents and changes, and how to follow our internal policies and procedures for Change Management and Incident Management. 3. Go-live support: The service provider must be able to provide go-live support during the transition to the new solution. This may include providing assistance to end-users who are having difficulty using the solution, troubleshooting technical issues, and ensuring that the solution is functioning as expected.
