As a unit within the ITS Security and Risk Management, Compliance & Service Continuity (ITSCB) is responsible for the areas of Compliance, Service Management (Change, Release and Service Asset & Configuration), Service Continuity and Policies & Procedures. The WBG has been using Remedy ITSM solution for the past 14 years. The WBG is replacing its IT Service Management system from BMC Remedy to ServiceNow. This project is aligned with the ITS strategic objectives and will manage the core ITSM processes in one platform. Specifically, the new system will enable ITS to provide a high-performing and resilient IT environment for the WBG. The current Remedy ITSM solution is heavily customized. In migrating the ITSM processes to ServiceNow, WBG will adopt a simplified and configured out of the box approach with close to zero customization. This approach will change the business processes that the current core ITSM processes are operating on. ITSCB wants to leverage the replacement of the ITSM system to enhance, redesign and simplify the business processes of the ITSM processes that will be migrated to ServiceNow.
Given the approach of configured out of the box implementation of core ITSM processes in ServiceNow, this project seeks to enhance, redesign and simplify the IT business processes in the following key areas of ITS Service management: • Service Asset and Configuration Management process • Change Management process • Release Management process • Integration with Incident and Problem Management business processes while accounting for ITS’ strategic direction of Agile development, DevOps development, migration to
WBG’s ITS Compliance and Service Continuity (ITSCB) within the ITS Security and Risk Management Office (ITSSR) desires a vendor who will enhance, redesign, simplify and improve the business processes for the following core ITSM processes specifically in the areas of change, release, service asset and configuration management. ITSCB desires a vendor that will provide leadership and ITIL experience in the redesign, simplification and improvement of the current ITSM business processes based on: o ITIL v3 framework o ISO 20000-1/2 standards and industry best practices o Configurable out of the box capabilities of ServiceNow o ITS operating environment ITSCB desires a vendor to provide the following: • Detailed Assessment of current ITSM business processes o Study existing ITSM business processes and understand business requirements in detail. o Understand the ITSM landscape and in-scope ITIL processes to be redesigned and integrated with the other core ITSM processes such as Incident and Problem management o Document Business Process Requirements, Use Cases, and Requirements Traceability Matrix (RTM). o Extract requirements, develop, present and obtain sign-off for proposed business process designs from process stakeholders • Detailed business process specifications, design and workflows of the core ITSM processes as well as their detailed underlying integrations with the other core ITSM processes such as Incident and Problem that will enhance, redesign and simplify core ITSM business processes • Detailed recommendation of configurations to be implemented in ServiceNow to support the new ITSM business process designs • Map and translate business process workflows for Change, Release and Configuration management from the legacy custom Remedy system to OOTB ServiceNow system • Map and translate system integration workflows of the ServiceNow CMDB data elements with its data sources like SAP, SharePoint, vRealize, AppDynamics, file data feeds from storage and network teams, Troux etc. • Work with technical implementation team implementing ServiceNow to ensure ITSM process requirements are translated into appropriate solutions design and configuration in ServiceNow • Document and obtain sign-off for the new ITSM business process guide for change and release management for infrastructure and application operations as to be implemented in the new ServiceNow system • Document and obtain sign-off for the new ITSM business process guide for configuration and asset management for ITS assets such as applications, data center and end user devices as to be implemented in the new ServiceNow system and obtain sign-off • Detailed roadmap for implementing/realizing the ITSM business process capabilities including sequencing, prioritization, design pattern and common business process implementation, and assigning ownership roles and responsibilities for ensuring efficient execution • Prepare and structure use cases • Develop technical content of training materials for new business processes
WBG desires the work to commence in December 2017 and extend through June 30th, 2018. WBG requires the work be performed at its Washington D.C. facility under the direction of the ITSCB PM.
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End extreme poverty by decreasing the percentage of people living on less than $1.90 a day to no more than 3%
Promote shared prosperity by fostering the income growth of the bottom 40% for every country
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