DA01--Information Technology Service Management Platform (ITSMP)

Request for Information (RFI)

This RFI is issued by the Department of Veterans Affairs (VA) for planning purposes regarding an Information Technology Service Management Platform (ITSMP). The VA is seeking information on capabilities related to ITSM, IT Operations Management (ITOM), Human Resources Service Delivery (HRSD), Customer Service Management (CSM), Security Operations (SecOps), and Governance, Risk & Compliance (GRC). This RFI is not a solicitation for bids or proposals, and no contract will be awarded based on this request. The government is not obligated to acquire any products or services described herein, and no payment will be made for information submitted.

Vendors are asked to provide information on their platform's capabilities, including:

• Unified Platform: Support for ITSM, ITOM, HRSD, CSM, SecOps, and GRC natively within one platform, and how modules are integrated.
• AI + Workflow Automation: Embedded AI/ML capabilities (e.g., predictive intelligence, virtual agents, generative AI) and whether they are native or require third-party integration.
• Low-Code / App & Workflow Builders: Availability of low-code/no-code tools, alignment with enterprise governance/security, and integration with ITSM modules.
• ITSM Depth: Capabilities for incident, change, problem, and configuration management, including CMDB functionality and asset management.
• Integration & Interoperability: Supported integration options (APIs, plug-ins) and ability to connect securely with federal systems while complying with FedRAMP and VA requirements.
• Transition, Migration, and Adoption: Approaches to transitioning and migrating the platform, preserving existing functions, minimizing downtime, and providing training.
• General Questions: Scalability, licensing models, and security certifications (FedRAMP High, FISMA, HIPAA).

Vendors must also submit technical documentation for products, describe SaaS agreement terms, and provide FedRAMP certification status.

• Deadline: October 14, 2025, 4:00 PM EST.

• Format: Responses are limited to 20 pages (excluding Attachment 1). No marketing materials or generic capability statements are allowed.

• Content: Company name, address, POC, business size/status (with VetCert proof for VOSB/SDVOSBs), DUNS/UEI, existing contract vehicles, capability summary, answers to questions in Attachment 1, and technical documentation.

• Set-Aside: Vendors must address their intent and ability to meet the total set-aside requirement for Verified Service-Disabled Veteran-Owned Small Businesses (SDVOSBs).

• Submission Method: Email to John A Adamitis (john.adamitis1@va.gov) and Heather Utt (heather.utt@va.gov). Subject line: "ITSMP". Email file size limit: 5 MB.

• Reference previous RFI 36C10B25Q0222.

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

• The NAICS code for this requirement is 541519.

Form / Attachment / Pricing Sheet

This document is an Excel spreadsheet containing a list of questions designed to assess vendor capabilities related to an Information Technology Service Management (ITSM) platform. Bidders are expected to respond with a 'Yes' or 'No' for each capability.

The questions cover various aspects of an ITSM solution, including:

• General Platform Capabilities: Scalability for large user bases (600,000+), FedRAMP authorization status, mobile app functionality, and availability SLAs (99.99%).
• Enterprise Support: Availability of dedicated Subject Matter Experts (SMEs) across multiple disciplines (development, testing, project management, etc.) and the ability to staff them within 90 days of award.
• Training, Documentation, and Transition: Provision of enterprise-scale training, rollout planning support, and tailored training programs.
• Change and Release Management: Alignment with VA change management processes, support for change freezes, built-in communication tools, automated change tracking, and notifications.
• User Experience: Intuitive, Section 508 compliant interface accessible across devices.
• IT Operations & Event Management: Event correlation for alert noise reduction and SLA monitoring dashboards.
• IT Asset Management (ITAM / EAM): Automated discovery, license optimization, contract management, and budgeting/financial management capabilities.

This document directly informs bidders about the specific technical and operational capabilities the government is seeking in an ITSM solution. Responding accurately to these questions is crucial for demonstrating a vendor's ability to meet the opportunity's requirements and for the government's evaluation of vendor suitability.