GLOBAL - ITSM Review, Minimum Viable Operating Model, and Implementation Service

The government authority in New York seeks an independent consulting firm to conduct an organization-wide review of IT Service Management practices. The agency aims to establish consistent client-facing services, enable measurable performance, support transparency, and meet audit requirements. This initiative requires a process-led and tool-independent approach that prioritizes a minimum viable operating model over platform rebuilds. The scope of work includes assessing current processes, governance, tooling usage, data quality, and adoption levels. The selected firm must define a Minimum Viable ITSM Operating Model capable of functioning within current staffing levels and decentralized resolver groups. The agency requires recommendations for process simplification and automation to reduce manual effort while improving control and measurability. The project covers the creation of a measurement framework featuring consistent KPIs, weekly operational packs, and monthly executive scorecards. The agency expects a prioritized roadmap with implementation guidelines, templates, and effort estimates for internal execution. Additionally, the firm must provide a capacity-to-benefit analysis demonstrating potential performance improvements tied to targeted staffing increases in key roles. All recommendations must remain implementable within the agency's existing ServiceNow instance through configuration, standard capabilities, and governance. This global opportunity allows for offsite performance over a five-year contract period. Bidders must submit all questions by June 15, 2026, and provide digital proposals via email or online portals for evaluation.