DA01--ITSM Enterprise License Agreement Market Research

Questions & Answers / Clarifications

This document provides responses to questions regarding the Enterprise Resource Planning (ERP) system, likely related to a solicitation or RFI. It details technical specifications, user base, integrations, and system functionalities.

• ServiceNow Instances: The system utilizes multiple ServiceNow instances, including 3 production and 18 sub-production instances.
• Data Migration: Historical IT records requiring migration date back 7 years, with an approximate storage of 35TB.
• User Base: The total user scope is approximately 600K-900K (licensed and external users), with around 23K agents and 30-40 administrators per production instance.
• Integrations: All integrations listed in the "VA Integrations with ServiceNow" worksheet are required for the new platform. Key integrations include those with Active Directory, Adobe SaaS, Ansible, AppDynamics, Azure, BigFix, Cerner Remedy, and many others, covering areas like CMDB, Event Management, Incident Management, and Asset Management.
• CMDB/ITAM: The scope includes CMDB and MultiSource CMDB for IT, IoT, and IoMT. It encompasses native discovery and third-party integrations (SCCM, BigFix, Splunk, Cloud Discovery). Asset Management modules are separate from CMDB, with approximately 1.3M CI records and ~800K corresponding asset records.
• ESM Scope: Non-IT service areas in scope include Human Resources, Clinical IT Operations, and potentially Financial Management and Enterprise Asset Management.
• PPM: Approximately 4468 in-flight projects and 6625 total projects are managed within ServiceNow.

This Q&A document provides critical details that bidders must consider when formulating their proposals or understanding the existing system's complexity and requirements. The extensive list of integrations and the scale of the user base and data are key factors for assessing technical capabilities and resource needs.

Questions & Answers / Clarifications

This document provides responses to vendor questions regarding the ITSM Enterprise License Agreement Market Research RFI.

• The document contains an attachment titled "ERP RFI Questions," which includes the specific questions submitted by vendors and the government's answers.

This Q&A document clarifies aspects of the RFI, which may influence how vendors prepare their responses or understand the government's needs for the ITSM Enterprise License Agreement.

Amendment / Modification

• This amendment extends the current due date for the RFI.

• The extension is a result of feedback received from industry.

• The response date/time for the RFI has been modified.

• The response date has been extended. The new response date is 02-06-2026 16:00 EASTERN TIME, NEW YORK, USA.

Statement of Work (SOW) / Performance Work Statement (PWS)

This Performance Work Statement (PWS) outlines the requirements for the Department of Veterans Affairs (VA) Office of Information & Technology (OIT), Infrastructure Operations (IO) - Enterprise Service Management (ESM) to acquire a cloud-based Enterprise Resource Planning (ERP) solution. The goal is to enhance IT service delivery, strengthen operational efficiency, and advance digital transformation across the enterprise.

The contractor shall provide an enterprise-wide ERP SaaS/PaaS platform with a subscription model, including licensing and support. The scope includes various capabilities such as:

• IT Service Management (ITSM)
• IT Asset Management (ITAM)
• IT Operations Management (ITOM)
• IT Business Management (ITBM)
• Digital Workplaces
• Customer Service Management (CSM)
• Security Operations (SecOps)
• Integrated Risk Management (IRM)
• Integration Center
• Reporting and Analytics
• Platform Tools
• Production and Non-Production Instances
• Platform Performance Testing Instance

Optional tasks include Enterprise Asset Management, Enterprise HRSD, Artificial Intelligence, Data Lake Solution, Greenfield Solution, Vendor Risk Management, Field Service Management, Professional Services, and Transition Out.

The Period of Performance (PoP) includes a six-month base period and four 12-month option periods, with a maximum overall PoP of 54 months. Tasks will be performed at Contractor facilities.

Performance metrics are detailed in Section 6.4, covering Technical/Quality, Project Milestones/Schedule, Cost/Staffing, and Management. The COR will utilize a Quality Assurance Surveillance Plan (QASP) to ensure acceptable performance levels.

• Compliance with VA Technical Reference Model (TRM), Zero Trust Critical Security Controls, and Federal Identity, Credential, and Access Management (FICAM).
• Adherence to IPv6-Only standards and Trusted Internet Connection (TIC) requirements.
• Standard computer configuration and compatibility.
• Compliance with Veteran-Focused Integration Process (VIP) and Product Line Management (PLM).
• Use of Process Asset Library (PAL) and adherence to Authoritative Data Sources.
• Support for Social Security Number (SSN) reduction.
• Provision of all software licenses and maintenance.
• Strict adherence to Security and Privacy Requirements, including background investigations and personnel security requirements.
• Deliverables must be in electronic format and comply with Section 508 accessibility standards.
• All work must comply with VA's rules, standards, and guidelines, including those related to cybersecurity, data protection, and privacy.

Request for Information (RFI)

This RFI is for planning purposes only and is not a solicitation for bids, task execution plans, quotations, or proposals. The Department of Veterans Affairs (VA) is gathering information regarding Enterprise Resource Planning (ERP) solutions. The Government is not obligated to acquire any products or services described and will not pay for any costs incurred in responding.

Respondents must provide specific information, including:

• Company Name, Address, Point of Contact, Phone, Fax, Email

• Company Business Size and Status (including VOSB/SDVOSB verification)

• NAICS Code(s) and Socioeconomic data

• DUNS Number or Unique Entity ID

• Existing Contractual Vehicles (GWAC, FSS, MAC)

• A summary of capabilities to meet requirements, including:

  • Technical documentation for identified products.
  • Terms of the SaaS agreement.
  • FedRAMP high certification status and risk level.
  • Available license packages/suites.

• Intent and ability to meet set-aside requirements for Verified Service-Disabled Veteran-Owned Small Businesses (SDVOSBs).

• Responses are due no later than 4 PM EST, January 27th, 2026.

• Submit responses via email to John A Adamitis (john.adamitis1@va.gov) and Heather Utt (heather.utt@va.gov).

• The subject line must include "ERP".

• Mark responses as "Proprietary Information" if business sensitive.

• Email file size shall not exceed 5 MB.

• A page limitation of 12 pages applies; no marketing materials or generic capability statements will be accepted.

Vendors are asked to address the following in detail:

1. Transition Detail and Timeline: How would you transition VA from ServiceNow to your proposed solution, including steps, timeline, milestones, disruption mitigation, and examples of similar transitions.
2. Scalability and Performance: How your solution handles scalability and performance for over 600,000 users, including approaches to load balancing, performance optimization, high availability, and disaster recovery.
3. Integration Capabilities: Experience integrating with federal systems using secure APIs, including examples of custom integrations and identified gaps compared to ServiceNow.
4. Data Migration: How would you migrate VA data from ServiceNow, ensuring data quality, integrity, and security, including handling sensitive data and role-based access controls.
5. Compliance and Security: Compliance with FedRAMP High, FISMA, HIPAA, and 508 standards.
6. Training and Organizational Change Management: Experience with training and ensuring adoption for large user bases (up to 600,000 users).
7. Reporting and Analytics: Platform's reporting and analytics capabilities, including pre-built reports, dashboards, and data visualization tools.
8. AI Capabilities: How the platform uses AI to enhance ERP, with examples of generative and agentic AI functionalities.
9. Professional Services and Customization: Experience providing professional services for platform implementation, optimization, and customization.
10. Functionality and Vendor Risk Management: Whether the OOB solution meets draft PWS requirements and how the platform supports vendor risk management.

• The North American Industry Classification System (NAICS) code is 541519.
• Reference previous RFI 36C10B26Q0133.

Solicitation / RFP / RFQ

This document is a solicitation for Enterprise Resource Planning (ERP) services. The Department of Veterans Affairs, Technology Acquisition Center, is seeking proposals for this requirement.

Details regarding specific requirements, deliverables, and technical specifications are expected to be found in the attached documents: "RFI ERP 1.16.26" and "PWS ERP RFI 1.16."

Not specified in this document.

• Response Date/Time/Zone: 01-27-2026 16:00 EASTERN TIME, NEW YORK, USA
• Solicitation Number: 36C10B26Q0133
• Contracting Office Address: 23 Christopher Way, Eatontown NJ 07724
• Contracting Office Zip Code: 07724

Not specified in this document.

• Product Service Code: DA01
• NAICS Code: 541519
• Points of Contact: John A Adamitis (Contract Specialist), Heather Utt (Contracting Officer)
• Additional relevant documents are attached and referenced in the description.