ITSM Review, Minimum Viable Operating Model, and Implementation Service

The government authority located in New York is seeking an independent consulting firm to conduct an organization-wide review of its Information Technology Service Management practices. The agency needs to establish consistent, client-facing IT services, enable measurable performance, support transparency, and meet audit requirements. To achieve this, the selected vendor must deliver pragmatic recommendations and implementation guidance through a process- and operating-model-led approach. The project scope requires the vendor to assess current practices, including processes, governance, tooling usage, data quality, and adoption across the organization. All recommendations must be implementable within the agency's existing ServiceNow instance, primarily through configuration, standard capabilities, integrations, and governance rather than platform rebuilds. The vendor must define a Minimum Viable ITSM Operating Model that functions effectively with current staffing and decentralized resolver groups. The agency requires the definition of a measurement framework featuring consistent key performance indicators, a weekly operational pack, and a monthly executive scorecard. The vendor must also provide a prioritized roadmap with implementation guidelines, templates, and effort estimates for the agency to execute. Additionally, the scope includes a capacity-to-benefit analysis showing performance improvements achievable with targeted capacity increases in key roles. Bidders from any global location are eligible to participate in this procurement. The selected vendor will perform all work offsite over a contract period of five years. Bidders must submit any questions regarding this opportunity no later than June 15, 2026. Proposals and responses must be submitted digitally via email or online, and the agency is currently looking for proposals to determine the budget.