Development of ITSM Solution and Management of ServiceNow

Project overview

Need: NRK is facing a comprehensive technological transformation with the introduction of a modernized production platform (MPP) and co-location in a new headquarters at Normannsløkka in 2030. A preliminary project has revealed that current IT support and operations processes are partially functional but manual, fragmented, and largely based on individual knowledge. As a consequence of MPP, both technical complexity and the need for knowledge within the organization will increase. Simultaneously, more IT functionality will be moved to separate data centers.

Overall, this will increase the need for a standardized and streamlined ITSM workflow and culture.

To ensure stable operations, common traceability, and good user support, NRK will consolidate and modernize IT service management (ITSM) on ServiceNow as a common platform for the entire service organization (which currently comprises approximately 41 teams across 6 sections). The purpose of this procurement is to acquire a competent consultant team that will assist NRK in carrying out the modernization project and ongoing management, based on the preliminary project's roadmap, over an estimated period of 2.5 years (Q1 2027 – Q2 2029).

We are looking for a subcontractor who can deliver the entire requested team. It is not an option for Darize to offer individual consultants.

Responsibilities and tasks for the offered team (roles and sizing): The supplier shall provide a cross-functional team composed of a core team for project execution, a specialist team (SME) for targeted expertise, and management capacity for ongoing operations. The division into teams and sub-teams is to highlight different roles and tasks and will not play a practical role. The preliminary project has estimated and based the composition of expertise and roles as a guideline, but not an absolute requirement.

The cross-functional team will have overall strategic and operational management from NRK through a standard project management model.

Project Team (100% dedicated project resource – total 2.5 FTE):

SME Team (specialist assistance as needed – total 0.25 FTE):

• 0.5 FTE Project Manager / Advisor / Engagement Lead: Responsible for external project management, consulting, milestone management, risk follow-up, and reporting to NRK's steering committee in close cooperation with the internal project coordinator.
• 1.0 FTE Senior Developer / Architect / ITSM: Responsible for technical architecture in ServiceNow, Standard First configuration (NowCreate), CMDB data modeling, integration architecture, and technical quality assurance.
• 1.0 FTE Developer: Execution of configuration and development tasks in ServiceNow (forms, workflows, triage logic, portal, and module setup).
• CMDB Specialist: Establishment of CSDM data model, Discovery configuration, CI classes, and data quality routines for the IT and broadcast environment.
• Change Manager (OCM): Organizational change management, adoption measurement, and leadership coaching across NRK's approximately 41 teams.
• Service Catalog Expert: Mapping of services across sections, building Service Catalog v1, category taxonomy, and triage logic.
• Strategic Specialist: Development of platform strategy and roadmap for ServiceNow.
• Process Specialist (ITIL): Development of process design for Incident, Request, Change, and Problem according to ITIL 4, including process architecture, RACI, and measurement parameters.
• Service Designer (User Journey): Mapping of user journeys and needs insight for internal services and conversion into order flows in Service Portal or Employee Center.

Requirements

Information about requirements will be shared with interested applicants.

Start Date: January 2027.

Nice to have

• 0.4 FTE Developer (junior): Ongoing management, minor enhancements, bug fixing, and maintenance of ServiceNow instances in production.

Project details

2.5 years.

NRK Marienlyst, Oslo.

Scope: 100%.

• Start: flexible
• Remote: hybrid
• Location: NRK Marienlyst, Oslo (daglig fysisk tilstedeværelse på Marienlyst, hybrid arbeid etter avtale), NO
• Languages: Norwegian