ServiceNow Integration Solution and Application Management Support

⁠⁠⁠TfNSW is seeking an enterprise-grade OTConnect Integration Solution to support its diverse and expanding operational requirements.

Project goals

The OTConnect instance is used across Customer Services and Operations (CSO) to manage the workflow of technology incidents and service requests from customers by staff and external vendors. CSO operates within a complex multi-external vendor environment and as such requires a standardized and secure methodology to integrate with multiple service management toolsets and functions to OTConnect.

As of the CSO Service Enablement Program, the Service Integrator function has been stood up to support the end-to-end service management and delivery within TfNSW multi-external vendor environment. Currently there are multiple suppliers supporting the Service Integrator function and the objective of this procurement is to combine the services, with a preference for one solution meeting all integration needs, including connecting both existing and new systems to ServiceNow OTConnect.

TfNSW is seeking an enterprise-grade OTConnect Integration Solution to support its diverse and expanding operational requirements. As the organisation continues to grow and introduce new services, the need for a robust, scalable solution has become essential to ensure seamless connectivity, efficient workflows, and centralised service management across its technology landscape. This OTConnect Integration Solution will play a pivotal role in TfNSW’s broader service management

Scope

TfNSW aims to deliver a flexible and innovative solution that:

• Simplifies the OTConnect integration process
• Improves the user experience across the organisation
• Enhances operational efficiency and service reliability.
• Reduces ongoing support and integration costs.
• Supports adaptability to meet future needs and emerging

Related files

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Additional details/instructions

An RFEOI Briefing will be held via TEAMS on Thursday 26 June 2025. Please send email address of nominated attendees (in an easily ‘copy and paste’ format) to the RFEOI Manager via email by 12noon Wednesday 25 June 2025 to allow invite to be sent.

RFEOI Access: In order to gain access to the Request for EOI documents

1)Proponents are required to register their interest by sending an email: TSS.Bidder@transport.nsw.gov.au and include the following: Tender No and Title

2) RFT ID

3) Organisation Name

4) ACN/ABN

5) Contact Name

6) Organisation/contact postal address

7) Contact email address (preferably an email address with the contact person's name)

8) Contact phone number. To gain access to the tender documents in Ariba over the internet once access is provided, please ensure that you are using PC with web browser: Google Chrome 54+ (64 –bit) Microsoft Internet Explorer 7-11(32-bit)