Danmarks Nationalbank (the contracting authority) is the central bank of Denmark, which is an independent selfgoverning institution established by law. Danmarks Nationalbank's purpose is to ensure stable prices, safe payments and a stable financial system. This contract notice intends to establish a Services Framework Agreement with a Service Provider on the delivery of Enterprise Service Management related Services. The existing Enterprise Service Management is based on ServiceNow (“DN ServiceNow”), and it went live in production June 2018. Users on the platform are comprised of personnel from the Danmarks Nationalbank as well as personnel from external service providers contracted to handle services on an array of platforms. The Customer currently has four instances: DEV, TEST, PREPROD and PROD and also intends to keep these going forward.

Scope

Scope of the tender is the following main elements, based on ServiceNow or similiar:

• Now platform

• Incident management

• Change enabling

• Problem management

• Release management

• Feature management

• Contract management

• Certificate management

• Case management

• CSM Partner portal

• Employee Center

• Multi data source CMDB and Discovery

• Integrations to third-party solutions

Customisations

The Customer generally aims to leverage the out-of-the-box functionality provided by ServiceNow to the greatest extent possible. However, in a number of areas it has been necessary to implement customisations, namely:

• Multivendor support. Flexible least privileged access functionality enabling a given external service provider to access records and/or configuration items related to the services contracted to that company, while preventing users from that company from accessing records related to services handled by other service providers. User from the Customer are able to make any given record available for service providers not normally able to access it.

• Change management customisations enable distributed and scaled approval governance based upon selected service, automatically created tasks for implement and review states support operation and accountability

• CSM partner portal contains functionality enabling external service providers to view and manage own backend users through the partner portal

• Release management is built based upon an existing stub of functionality with bespoke functionality and extended as a bespoke solution.

• Certificate management is built as a bespoke application from scratch. The application is used to manage an array of certificate types used by the Customer and to trigger renewal workflows for expiring certificates.

• Service management integration engine is largely built from scratch to be used for integration to third party service management solutions based upon the REST API.

Purpose of the agreement

The Customer intends to enter into a four-year agreement regarding an enterprise service management platform, encompassing:

Licenses

• CSM: Standard

• ITSM: Standard with the addition of Performance Analytics

• ITOM: Discovery

• Two additional non-production instances