Service Portal
Tender ID: 616104
Tender Details
Tender Description
This Tender is invited by the Issuer.
Requirements
NIAA is seeking to procure an IRAP-assessed, cloud-based ServiceNow platform to replace its current shared services arrangement, which is ending. The solution must align with NIAA’s enterprise architecture, security requirements, and integrate with existing Azure-based services and identity management frameworks.
The engagement includes the supply or re-selling of PROTECTED IRAP assessed cloud-based instances (dev, test and prod) of ServiceNow, as well as end-to-end implementation services, covering project management, discovery, design, configuration, integration, data migration, environment setup (dev/test/prod), and release management. The solution should prioritise out-of-the-box functionality, minimise customisation, and support scalable, maintainable operations.
Suppliers are required to deliver a structured, agile implementation across three phases:
- Planning and onboarding, including confirmation of scope, architecture, roadmap, and governance
- Initial build and deployment, delivering a functional ServiceNow platform aligned to prioritised requirements by November 2026
- Enhancement and optimisation, delivering remaining capabilities and preparing the platform for steady-state operations by July 2027
A key outcome is the transition to internal ownership, including comprehensive documentation, knowledge transfer, training, and capability uplift to support ongoing in-house management. Ongoing managed services are out of scope, aside from limited hypercare support.
Detailed functional, non-functional, and user story requirements are provided in supporting materials (SoR and attachments) and will be validated and refined during delivery.
Location
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