The objective of this project is to assist BPHC in implementing the ServiceNow platform, inclusive of ITSM, HR Service Delivery, and Enterprise Asset Management as a phased approach. The chosen partner will provide technical leadership and expertise for the ServiceNow platform by designing, configuring, testing, and deploying features that satisfy the business requirements for the identified service areas, while ensuring the continuity of existing services. We seek an implementation partner with a collaborative team focused on customer and user experience. The following are the functional requirements for the BPHC ServiceNow platform. 1. Service Desk Solution o Web-based self-service ticket creation o Provide SSO for user logins o Handle service requests, inquiries and incidents o Automatic assignment of tickets to appropriate team o Link to Asset management where necessary o User friendly, intuitive ticket creation using AI capabilities to assist in categorizing and assigning tickets o Designed for users of all technical levels o Ability for agents to create tickets by email o Communicate with users by email to provide status updates o Allow users to check the status of their tickets at any time o Ability to link related tickets o Advanced search criteria o Enterprise-grade security to protect sensitive information o Mobile-friendly o CMDB (Configuration Management Database) Service Catalog o Ability to build similar service desk platforms for both ITS and Operations (Facilities) 2. Change Management o Change request creation and tracking o Include types of changes: Emergency, Standard and Normal o Workflows for approval process o Voting to approve changes o Link to Asset management o Automated alerts
