ITSM Clause Samples

ITSM. Contractor will provide and manage for utilization by State, Contractor and other service providers, the web-based IT Service Management (ITSM) tool, ServiceNow. ServiceNow will be the repository for all currently active ITSM tickets as well as all ITSM tickets opened thereafter in ServiceNow and will be established as the standard ITSM system for all HSEP service providers. Contractor shall formally document and include in the State Security Plan (SSP) deliverable, a complete description of the security framework and controls implemented for ServiceNow. This segregation will allow State, Contractor, and Third-Party Vendors of the State access and will restrict access to certain records, and to certain specific security roles and ITSM functions. The State’s users can perform “read-only” functions, including create requests, search the knowledge base, access public pages, initiate chat sessions, view published reports and utilize the service catalog, which are not dependent on ServiceNow Fulfiller licenses (as defined below). State agrees to use ServiceNow Fulfiller licenses, which are named user licenses that allow for the State to create and modify records, create reports, and perform operational activities. Contractor will provide ServiceNow Fulfiller licenses for up to 30 users to be identified by State’s Authorized Representative. Additional Fulfiller licenses may be purchased in blocks of ten (10), as set forth in Attachment B. Contractor will implement the ServiceNow configuration. Contractor agrees that State users will be able to use ServiceNow, with the same data, as Contractor users, while isolating State data in a manner that will adhere to State and federal laws, regulations, rules and policy. State shall assign a ServiceNow administrator within 60 days of Contract execution or the Effective Date, whichever is later, to support State’s administrative requirements, such as authorizing users and access levels for those users to various functions inside of ServiceNow, in the sole discretion of the State. Contractor agrees that completion of the ITSM transition work will not be considered complete until: a) the ServiceNow implementation is integrated with Contractor’s existing CMDB system, and that this integration results in the ability to maintain reportable linkages between tickets and Configuration Items (CIs), and b) historical open ticket data from the existing ITSM system is transferred, or otherwise made available for use within the Service...