The NLM is to purchase ServiceNow software licensing and maintenance support, to renew existing license and purchase additional licenses of ServiceNow’s Service Management software currently used in the NLM’s IT Service Management (ITSM) platform. This acquisition will support ongoing workflow and process improvements contributing to the success of the NLM’s Information Technology services.
The NLM ITSM team conducted a market survey and assessment of ITSM products against NLM needs. The Garter Group “Magic Quadrant for ITSM Tool Contractors” was a starting point, but the team contacted and visited with other IT organizations within NIH (NCI, NINDS, and CIT), and brought the top four market candidates into internal testing cycle evaluated against 261 technical and performance criteria related to NLM ITSM needs. Only two of the available products is a FedRAMP-qualified cloud-based offering, which is a key requirement. Uniquely, of all of the evaluated products, only ServiceNow met all of the NLM requirements:
- FedRAMP-qualified cloud-based Software-as-a-Service (SaaS),
- Solution can align tightly with Information Technology Infrastructure Library (ITIL) Version 3 processes and functions,
- Mature Platform-as-a-Service (PaaS) solution enabling streamlined automation and integration of custom applications with other IT resources and tools used in the enterprise…
The NLM evaluation identified ServiceNow as only product able to fulfill all of the NLM’s IT Service Management (ITSM) tooling needs.