DA01--RFI ITSM Enterprise License Agreement Market Research (VA-26-00000769)

Request for Information (RFI)

This RFI is issued by the Department of Veterans Affairs (VA) for market research purposes only. It does not constitute a Request for Quote (RFQ) or Request for Proposal (RFP) and does not commit the Government to any future contract. The VA is seeking information on Information Technology Service Management (ITSM) tools to potentially replace their current ServiceNow solution, with a focus on reducing overall costs and optimizing utilization. The VA requires enterprise licenses for up to 600,000 users.

• FedRAMP Authorization: The ITSM tool must have Federal Risk and Authorization Management Program (FedRAMP) High approval at the time of proposal submission, with documentation of current authorization and an Authorization to Operate (ATO). For cloud solutions, deployment must be on a FedRAMP-authorized cloud service provider.

• Service Level Agreement (SLA): Vendors must provide an SLA outlining uptime commitments of at least 99.8% (measured monthly, excluding scheduled maintenance), incident response times, and penalties for non-compliance.

• License Tracking: The tool must allow real-time tracking of license utilization via dashboard or other means.

• Hosting Options: Solutions should support both Cloud and On-Premises hosting. Cloud solutions must be secure, scalable, and cloud-based on a FedRAMP-authorized provider.

• Current Modules: Vendors should consider Attachment A, which details currently in-production modules that would be required.

• User Model: The VA is seeking recommendations on the best user model (ala carte and/or unlimited license).

• The VA is currently operating under a bundled unlimited license agreement with a user limit of 750,000.

• The VA is seeking a more structured approach with a maximum license limit of 600,000.

• Submission Deadline: Not specified in this RFI.

• Submission Format: A capability statement (limited to 15 pages) describing the company's ability to meet the overall requirement and responses to specific questions.

• Adherence: Proposed requirements must adhere to EO14028 and NIST guidance for Secure Software Development.

• Submission Contacts: Responses should be submitted to John Adamitis (john.adamitis1@va.gov) and Troy Loveland (troy.loveland@va.gov).

• Pricing: Include best pricing in the response.

• Vendors are asked to provide information on their company's business size and status for NAICS 541519.

• Specific questions regarding compliance with FAR 52.219-6, VAAR 852.219-73, and subcontracting limitations are included.

• The VA is currently using ServiceNow for service desk operations, event and incident management, provisioning, VISTA application monitoring, clinician credentialing, and telehealth support.

• The VA is open to alternative tools that can meet requirements and support their mission.

• Offerors are advised that this requirement may be delayed, canceled, or revised at any time.

Questions & Answers / Clarifications

This document provides responses to vendor questions regarding the Information Technology Service Management (ITSM) Tool New Solution Request for Information (RFI).

• Number of Users: The system anticipates up to 600,000 users, with a specific need for 25,000 fulfiller licenses.
• Solution Type: The VA is seeking an enterprise ITSM solution equivalent to ServiceNow. While a SaaS solution is preferred, an on-premise solution will be considered if it meets technical requirements and demonstrates cost savings compared to SaaS.
• FedRAMP Requirements: All solutions for the enterprise ITSM tool must have FedRAMP High authorization. FedRAMP Moderate will not be accepted for this enterprise solution.
• Deployment Requirements: A clarification indicates that "CA-managed infrastructure" was a typo and should have read "VA-managed infrastructure."
• Acquisition Strategy: The acquisition strategy is still being determined to maximize competition. The VA is open to using multiple GWAC vehicles.
• Past Performance: The VA is still determining how best-value and negative past performance will be factored into the evaluation.
• Incumbent Favoritism: Measures will be taken to ensure a level playing field, and the RFI aims to identify all potential sources.
• Migration Strategy: If migrating from ServiceNow, a strategy is required that avoids downtime, data loss, and significant technical debt.
• License Tracking: The requirement for real-time license utilization tracking pertains to monitoring current ServiceNow licenses to understand usage against payment.
• Maturity Level: The VA's current ITSM processes are assessed as medium to high, with a desire to move away from extensive customization towards out-of-the-box configurations.

The due date for responses has been extended to April 3, 2025, 10:00 AM EST.

Amendment / Modification

This amendment provides updated RFI documents and Questions and Answers related to the "ITSM Enterprise License Agreement Market Research" RFI (Solicitation Number: 36C10B25Q0222).

• Updated RFI document: "AMD 001 RFI ITSM Tool 3.26.25"
• Updated Questions and Answers document: "ITSM RFI Questions and Answers"

This amendment does not appear to modify proposal deadlines or submission requirements, but provides updated information for vendors responding to the RFI.

Solicitation / RFP / RFQ

This document is a Request for Information (RFI) concerning Enterprise License for ITSM (IT Service Management) tools. It is issued by the Department of Veterans Affairs, Technology Acquisition Center.

This RFI seeks information on ITSM Enterprise Licenses. Specific details regarding requirements or deliverables are not fully detailed in the provided metadata and header information, but are expected to be in the attached documents.

Not specified in the provided text.

• Response Date/Time/Zone: March 27, 2025, 10:00 AM Eastern Time, New York, USA.
• Archive: 30 days after the response date.

Not specified in the provided text.

• Solicitation Number: 36C10B25Q0222
• Product Service Code (PSC): DA01
• NAICS Code: 541519
• Contracting Office Address: Department of Veterans Affairs, Technology Acquisition Center, 23 Christopher Way, Eatontown NJ 07724.
• Point of Contact: John A Adamitis, Contract Specialist, john.adamitis1@va.gov, 848-377-5139.
• Refer to attached documents: "RFI ITSM Tool 3.18.25" and "Attachment A" for further details.

Request for Information (RFI)

This RFI is issued by the Department of Veterans Affairs (VA) for market research purposes only. It does not commit the Government to any future contract, nor will it accept unsolicited proposals or quotes. The VA is seeking information on Information Technology Service Management (ITSM) tools to potentially replace its current ServiceNow solution, aiming to reduce costs and optimize utilization. The VA requires enterprise licenses for up to 600,000 users.

• FedRAMP Authorization: The ITSM tool must have FedRAMP High approval at the time of proposal submission, with a verified Authorization to Operate (ATO).

• Hosting: Solutions should support both cloud (on FedRAMP-authorized providers) and on-premises deployments.

• Uptime: A minimum uptime of 99.8% (monthly), excluding scheduled maintenance, is required, with a Service Level Agreement (SLA) outlining uptime commitments and penalties.

• License Tracking: The tool must allow real-time tracking of license utilization.

• Current Modules: Vendors should consider Attachment A, which details currently utilized ServiceNow modules.

• User Model: Recommendations are sought for the best user model (ala carte and/or unlimited license).

• Secure Software Development: Compliance with EO 14028 and NIST guidance for Secure Software Development is required.

• Section 508 Compliance: The solution must comply with Section 508 accessibility standards.

• Capability Statement: Submit a capability statement (limited to 15 pages) addressing the overall requirement and specific questions outlined in the RFI.

• Pricing: Include best pricing in the response.

• Submission Deadline: Not explicitly stated in the provided text, but responses should be submitted to the listed Contract Specialist and Contracting Officer.

• Evaluation: This is a market research effort; no formal evaluation criteria for proposals are detailed.

• The RFI asks about the respondent's ability to comply with FAR 52.219-6, FAR 52.219-14, VAAR 852.219-73, and subcontracting limitations related to small business set-asides, including Service-Disabled Veteran-Owned Small Business (SDVOSB) requirements.

• The VA currently uses ServiceNow for service desk operations, incident management, provisioning, VISTA application monitoring, telehealth support, and network health monitoring.

• The VA is seeking to move away from a bundled unlimited license agreement towards a more structured approach with a maximum of 600,000 licenses.

• Disclaimer: The requirement may be delayed, canceled, or revised at any time.

Form / Attachment / Pricing Sheet

This document, "Attachment A.pdf", is an attachment to the SAM.gov opportunity record. Its specific purpose is not detailed in the provided metadata, but it is likely intended to provide supplementary information or requirements for potential bidders.

As a PDF attachment, the key elements will depend on its content, which could include technical specifications, forms to be completed, pricing structures, or other relevant details.

Bidders must review this attachment to understand any additional requirements, constraints, or information necessary for preparing a compliant and competitive proposal or quote. Failure to review and incorporate information from this attachment could lead to a non-responsive bid.