ServiceNow Enterprise Platform Implementation & Managed Adoption Services

DISTRICT OF COLUMBIA COURTS
SOLICITATION, OFFER AND AWARD
FOR SUPPLIES, OR SERVICES
ISSUED BY: DISTRICT OF COLUMBIA COURTS DATE ISSUED: August 21, 2026
ADMINISTRATIVE SERVICES DIVISION
PROCUREMENT AND CONTRACTS BRANCH OPENING DATE: August 21, 2026
510 4TH STREET, NW, BUILDING B, SUITE 323 OPENING TIME: 9:00 am EDT
WASHINGTON, DC 20001
CLOSING DATE: Sept. 10, 2026
SOLICITATION NUMBER: DCSC-26-RFP-118 CLOSING TIME: 1:00 pm EDT
OFFER/BID FOR: ServiceNow Enterprise Platform Implementation MARKET TYPE: OPEN
& Managed Adoption Services SOLICITATION TYPE: RFP
TABLE OF CONTENTS
(X) SEC. DESCRIPTION PAGE (X) SEC. DESCRIPTION PAGE
X A Solicitation/Offer/Award Form 1 X H Special Contract Requirements 46
X B Price/Cost for Supplies or Services 4 X I Contract Clauses 56
X C Description/Specs/Work Statement 13 X J List of Attachments 61
D Packaging & Marking 32 X K Representations & Certifications 62
X E Inspection & Acceptance 33 X L Instructions/Conditions/Notices to Offerors 69
X F Deliverables & Performance 36 X M Evaluation Factors for Award 79
X G Contract Administration Data 41
A.1 OFFER (TO BE COMPLETED BY OFFEROR) Note: In sealed bidding, the terms Offer/Offeror mean Bid/Bidder.
The undersigned offers and agrees that, with respect to all terms and conditions accepted by the Courts under
Section A.2 AWARD below, this Offer and the provisions of this Solicitation will constitute a Binding Contract.
OFFEROR Name and title of Person Authorized to Sign Offer: (Type or Print)
Name:
Website: Signature Date:
Street Address:
City, State: (Seal)
Zip Code: Impress
Corporate
Seal
Area Code &
Telephone Number: Corporate (Seal)
(Secretary) (Attest)
A.2 AWARD (TO BE COMPLETED BY THE DISTRICT OF COLUMBIA COURTS)
Contract No.: Award Amount: $
Contract Period: Award Date:
Accepted as to the following items:
By CONTRACTING OFFICER
FOR THE DISTRICT OF COLUMBIA COURTS:
Name:

Solicitation No.: DCSC-26-RFP-118
ServiceNow Enterprise Platform Implementation & Managed Adoption Services
A.3 REQUIRED SUPPLIES OR SERVICES
The District of Columbia Courts ("Courts" or "DCC") on behalf of the District of Columbia
Court Business Support Unit - the Court System is seeking proposals from qualified
ServiceNow Elite or Premier Partners to provide implementation, integration, configuration,
migration, organizational change management, training, and post-production support services
for a strategic enterprise ServiceNow transformation program as specified in Section C
(Description/Specifications/Work Statement).
A.4 OPEN MARKET
This solicitation is issued on an unrestricted/open market basis.
A.5 CONTRACT AWARD
The Courts anticipates awarding a single firm-fixed-price contract with a fourteen (14) month
base period and two (2) one-year option periods to the responsible offeror whose conforming
offer is most advantageous to the agency, considering price and other stated evaluation
factors. See Sections L and M.
A.6 SAM REGISTRATION
In order to receive a contract award, the prospective contractor/offeror must be registered
through the Federal System For Award Management (SAM) at https://www.sam.gov.
SAM.gov is an official U.S. government website. There is no cost to use SAM. You can use
SAM.gov for FREE to:
* Register to do business with the U.S. government.
* Update or renew your entity registration.
* Check status of an entity registration.
* Search for entity registration and exclusion records.
A.7 COMMUNICATIONS AND QUESTIONS FROM OFFERORS
All written communications regarding this solicitation should be submitted by email to Mr.
Ahmad Stanekzai, Senior Contract Specialist, at ahmad.stanekzai@dccsystem.gov. See
Section L.4.
Questions from prospective contractors/offerors must be submitted no later than 12:00
p.m. EDT on August 31, 2026. The Courts will not consider any questions received after
that time.
No pre-proposal conference is planned.
A.8 SOLICITATION AMENDMENTS
The Courts will post all amendments, addenda, and responses to offeror questions on the
D.C. Courts website (https://www.dccourts.gov/dc-courts/solicitations) and SAM.gov
(https://www.sam.gov). Oral explanations or instructions given by Courts officials or staff
Page 2 of 82

Solicitation No.: DCSC-26-RFP-118
ServiceNow Enterprise Platform Implementation & Managed Adoption Services
before the award of the contract will not be binding.
NOTE: Offeror may acknowledge solicitation amendments and addenda in the table below
or on the addendum itself, or both. See Section L.6.
OFFEROR HEREBY ACKNOWLEDGES RECEIPT OF SOLICITATION
AMENDMENTS OR ADDENDA ON THE FOLLOWING DATES:
Amendment No. Signature Date Amendment No. Signature Date
A.9 Proposal Submission and Identification.
Please see section L for details.
END OF SECTION A
Page 3 of 82

Solicitation No.: DCSC-26-RFP-118
ServiceNow Enterprise Platform Implementation & Managed Adoption Services
SECTION B - PRICE/COST FOR SUPPLIES OR SERVICES
***OFFERORS MUST FOLLOW THE INSTRUCTIONS AT SECTION L.12 (PRICE PROPOSAL CONTENT AND FORMAT) FOR COMPLETING
THE PRICE/COST SCHEDULE BELOW, WHICH WILL BECOME A PART OF THE AWARDED CONTRACT. THE CONTRACT TERM IS A
FOURTEEN (14) MONTH BASE PERIOD WITH TWO (2) ONE-YEAR OPTION PERIODS, SUBJECT TO THE AVAILABILITY OF
APPROPRIATED FUNDS. ***
B.1 CONTRACT TYPE
This is a firm-fixed price contract.
B.2 PRICE/COST SCHEDULE
B.2.1 Base Period
CLIN Assigned Deliverable
Workstream Key Deliverables Additional Proposed Timeline
Payment Price
/ Domain (per RFP) Details (Relative Months)
%
CLIN-1 Program
Management Plan; Stand up
Communications PMO,
M1-M2: Standup
Management Plan; governance
& baseline artifacts
Resource Plan; cadence,
Program M2+
Quality reporting,
Governance (continuous):
Management Plan; risk/issue/dep 7.5% $ _________
& Delivery reporting, QA,
Executive Status endency
risk/dependency
Reporting mgmt across
tracking
Package; Risk all
Management workstreams.
Framework
CLIN-2 Enterprise
Architecture Current/future
Blueprint; Platform state, CSDM
Enterprise Standards Guide; alignment, M1-M3: Assess &
Architecture Configuration DEV/TEST/U blueprint M3- $ _________
6.5%
& Platform Management AT/PROD M4: Standards
Design Strategy; strategy, finalized
Environment scalability &
Management performance.
Strategy
CLIN-3 CurrentState Endtoend M1-M2:
Assessment modernization Assessment M3-
Report; ITSM of M5: Process
IT Service
Maturity Incident/Requ redesigns M5- $ _________
Management 17%
Evaluation; Gap est/Problem/C M7: Catalog &
(ITSM)
Analysis; hange/Knowle automation M6-
FutureState dge, catalog & M9: Reporting &
Operating Model; automation, UX M9-M12:
Page 4 of 82

Solicitation No.: DCSC-26-RFP-118
ServiceNow Enterprise Platform Implementation & Managed Adoption Services
ITSM dashboards, Deployment &
Improvement governance, stabilization By
Roadmap; Incident UX and Dec 2026: Platform
Process Redesign; virtual agent; upgrade to Australia
Major Incident upgrade to
Framework; Australia by
Intelligent Routing Dec 2026.
& Assignment
Design; Escalation
Framework;
Incident
Performance
Dashboards;
Service Catalog
Assessment &
Optimization;
Catalog
Governance
Framework;
Request
Fulfillment
Automation
Design; Catalog
Item
Rationalization;
Problem
Management
Framework; RCA
Procedures;
Change Mgmt
Optimization; Risk
Assessment
Model; CAB
Governance;
Change Calendar
Configuration;
Knowledge Mgmt
Strategy;
Knowledge Article
Templates;
SLA/OLA
Framework
Review; Service
Performance
Metrics; Portal
Experience
Enhancements;
SelfService
Page 5 of 82

Solicitation No.: DCSC-26-RFP-118
ServiceNow Enterprise Platform Implementation & Managed Adoption Services
Optimization;
Virtual Agent
Integration; KPI
Framework;
Executive &
Operational
Dashboards; ITSM
Governance
Framework;
Process Ownership
Model; RACI
Matrix;
Operational
Runbooks; Support
Transition
Documentation
CLIN-4 CMDB Maturity M2-M3: CMDB
CI ownership
Assessment; assessment M3-
&
Discovery Health M5:
IT Operations reconciliation
Dashboard; Discovery/service $ _________
Management rules, 6.5%
Service Mapping mapping design
(ITOM) discovery
Strategy; CMDB M5-M7:
infra, service
Governance Implementation &
maps.
Charter validation
CLIN-5 Asset Management
Operating Model;
Stockroom Design;
Procurement
Integration M3-M5: Operating
Framework; Endtoend model & lifecycle
Hardware
Hardware Asset hardware design M5-M7:
Asset
Lifecycle lifecycle and Configuration & $ _________
Management 5%
Framework; compliance; stockrooms M7-
(HAM)
Inventory Audit integration to M9: Compliance
Professional
Procedures; Asset procurement. reporting &
Compliance automation
Reporting; Asset
Refresh &
Replacement
Planning
CLIN-6 Enterprise Asset M4-M6: Register &
Register; Asset hierarchy M6-
Enterprise Reliability,
Hierarchy M8: Maintenance
Asset utilization,
Framework; plans & PM $ _________
Management maintenance 5%
Maintenance schedules M8-
(EAM) execution &
Planning Strategy; M10: Health
Professional analytics.
Preventive monitoring &
Maintenance dashboards
Page 6 of 82

Solicitation No.: DCSC-26-RFP-118
ServiceNow Enterprise Platform Implementation & Managed Adoption Services
Schedule; Asset
Health Monitoring;
Work Order
Management
Framework;
Maintenance
Analytics
Dashboards
CLIN-7 Employee Center
Configuration; HR
Service Catalog;
HR Case
Management
Design; Employee
Journey Mapping; M3-M5: Employee
Rolebased
Lifecycle Event Center & catalog
HR Service HR services,
Framework; HR M5-M7: Case & $ _________
Delivery lifecycle
Knowledge Base lifecycle config 6%
(HRSD) automation,
Structure; HR M7-M9:
Enterprise knowledge &
Reporting & Knowledge &
analytics.
Dashboards; dashboards
support for
onboarding,
transfers,
promotions, leave,
offboarding,
returntowork
CLIN-8 Customer Portal;
Omnichannel
Service
Framework; Case
Management M4-M6: Portal &
Unified
Customer Design; case design M6-
customer
Service Entitlement M8: Omnichannel $ _________
experience 6%
Management Management & entitlements
with proactive
(CSM) Model; Major M8-M10: CX
service and
Professional Account Service dashboards &
entitlements.
Model; Customer knowledge
Knowledge
Strategy; Customer
Experience
Dashboard
CLIN-9 Dispatch Optimize field
M4-M6: Dispatch
Field Service Operations Model; workforce
& scheduling design
Management Scheduling Rules with mobile
M6-M8: Mobile
(FSM) Engine; Territory and routing; $ _________
& work orders 6%
Professional Management crossmodule
M8-M10: Route
Strategy; Mobile integration.
Page 7 of 82

Solicitation No.: DCSC-26-RFP-118
ServiceNow Enterprise Platform Implementation & Managed Adoption Services
Technician optimization &
Configuration; dashboards
Work Order
Templates; Route
Optimization
Configuration;
Workforce
Performance
Dashboards;
integrations with
EAM, CSM,
ITSM, asset &
inventory systems
CLIN-10 AI Governance
Framework; AI
Risk Assessment;
Prompt
Management
Standards;
HumanintheLoo
p Controls; AI M2-M3:
Responsible
Compliance Governance & risk
AI
Procedures; AI M4-M6: Initial
Now Assist enablement to
Performance use cases live $ _________
(Generative accelerate 6%
Metrics; priority M6-M9:
AI) resolution and
use cases: Knowledge
knowledge
incident/case generation & VA
quality.
summarization, enrichment
knowledge
generation, agent
assistance, virtual
agent
enhancement,
workflow
recommendations
CLIN-11 Integration
Inventory;
Source/Target
Mapping; API
M3-M5: Design &
Design Endtoend
mapping M5-
Specifications; integration
M8: Build & test
Integrations Authentication lifecycle incl. 7.5% $ _________
M8-M10:
Design; Error security &
Monitoring &
Handling Design; observability.
operationalization
Monitoring
Design; Integration
Testing Results;
Integration
Page 8 of 82

Solicitation No.: DCSC-26-RFP-118
ServiceNow Enterprise Platform Implementation & Managed Adoption Services
Operations
Runbooks;
preferred: Entra
ID, Teams,
Microsoft 365,
ERP, financial,
procurement,
monitoring,
telephony
CLIN-12 Security
Architecture
Document;
RoleBased Access
Control Matrix;
Segregation of
Duties
Assessment;
Integration Leastprivileg M2-M3: Security
Security Design; e, SSO/MFA, architecture baseline
Data Classification logging/audit, M3-M5: $ _________
Security &
Mapping; Security secure RBAC/SoD/data 5.5%
Compliance
Test Results; integrations & classification
Compliance data M6-M9: Security
Traceability protections. testing & hardening
Matrix; Security
Operations
Runbook; success
criteria for access
approval, sensitive
data protection,
testing & audit
logging
CLIN-13 Test Strategy; Test
Plans; Test Cases;
Traceability
Matrix; Defect
Unit M6-M7:
Management
System Unit/System
Reports; Test
Integration M7-M8: Integration
Summary Reports;
UAT M9-M10: UAT
Testing UAT SignOff 4.5% $ _________
Performance M10-M11:
Documentation;
Security; Performance/Securit
Production
readiness y M11-M12:
Readiness
gating. Readiness
Assessment; exit
criteria for defect
handling & UAT
approval
Page 9 of 82

Solicitation No.: DCSC-26-RFP-118
ServiceNow Enterprise Platform Implementation & Managed Adoption Services
CLIN-14 OCM Strategy;
Stakeholder
Assessment;
Change Impact
Assessment;
M1-M2:
Communications
Stakeholder &
Plan; Executive $ _________
Stakeholder impact M2-M3:
Messaging Toolkit;
engagement, Comms &
Organizationa Training
communicatio messaging M4-
l Change Curriculum;
ns, rolebased M6: Training 7.5%
Management Training Materials;
training, development
(OCM) Adoption
adoption M6-M12: Delivery
Dashboard;
metrics. & reinforcement
Readiness
(ongoing adoption
Assessment
tracking)
Reports; success
criteria for
adoption &
training
completion
CLIN-15 GoLive Readiness
Assessment;
Cutover Support
Plan; Hypercare
Support Plan;
Support Operating
Model;
Postproducti M12: Cutover &
Administrative
on golive M12-
Runbooks;
Hypercare & stabilization, M13: Hypercare
Technical $ _________
Transition to triage, (30-60 days) 3.5%
Runbooks;
Operations monitoring, M13-M14:
Knowledge
KT, handover Transition &
Transfer Materials;
to operations. stabilization report
TransitiontoOper
ations Plan; Final
Stabilization
Report; hypercare
duration 30-60
days with exit
criteria
Total Price for the Base Period 14 months 100% $________
Page 10 of 82