Information Technology Service Management Platform (ITSMP)

Request for Information (RFI) The Department of Veterans Information Technology Service Management Platform (ITSMP) Introduction This RFI is for planning purposes only and shall not be considered an Invitation for Bid, Request for Task Execution Plan, Request for Quotation or a Request for Proposal. Additionally, there is no obligation on the part of the Government to acquire any products or services described in this RFI. Your response to this RFI will be treated only as information for the Government to consider. You will not be entitled to payment for direct or indirect costs that you incur in responding to this RFI. This request does not constitute a solicitation for proposals or the authority to enter into negotiations to award a contract. No funds have been authorized, appropriated or received for this effort. Interested parties are responsible for adequately marking proprietary, restricted or competition sensitive information contained in their response. The Government does not intend to pay for the information submitted in response to this RFI. The North American Industry Classification System (NAICS) for this requirement is 541519. Please reference previous RFI 36C10B25Q0222. 2. Submittal Information: All responsible sources may submit a response in accordance with the below information. There is a page limitation for this RFI of 20 pages (not including Attachment 1). The Government will not review any other information or attachments included in excess of the 20-page limit. NO MARKETING MATERIALS ARE ALLOWED AS PART OF THIS RFI. Generic capability statements will not be accepted or reviewed. Your response must include the following: Interested Vendors shall at a minimum, provide the following information in the initial paragraph of the submission: Name of Company Address Point of Contact Phone Number Fax Number Email address Company Business Size and Status For VOSB and SDVOSBs, proof of verification in VetCert. NAICS code(s) Socioeconomic data Data Universal Numbering System (DUNS) Number or Unique Entity ID Existing Contractual Vehicles (GWAC, FSS, or MAC) Provide a summary of your capability to meet the requirements and questions described in section c and answer all questions in Attachment 1 ITSM Question and Capabilities Ability to meet solution requirements identified below and in Attachments 1. For each product identified, submit technical documentation demonstrating the products capability to meet the functional requirement. Describe the terms of your SaaS agreement. Provide your Federal Risk and Authorization Management Program (FedRAMP high) certification status and risk level. Provide a list of your available license packages/suites. Your company s intent and ability to meet the set aside requirement in accordance with VAAR 852.219-73 VA Notice of Total Set-Aside for Verified Service-Disabled Veteran-Owned Small Businesses and 13 CFR §125.6, which states the contractor will not pay more than 50 percent of the amount paid by the Government to it to firms that are not SDVOSBs. 1. Unified Platform for IT + Enterprise Workflows a. Does your platform support IT Service Management (ITSM), IT Operations Management (ITOM), Human Resources Service Delivery (HRSD), Customer Service Management (CSM), Security Operations (SecOps), and Governance, Risk & Compliance (GRC) natively within one platform? b. How are these modules integrated, and can they share data seamlessly without requiring third-party tools?" 2. AI + Workflow Automation a. What AI or machine learning capabilities are embedded in your platform to support ITSM and enterprise workflows (e.g., predictive intelligence, virtual agents, generative AI assistants)? b. Are these AI features native to the platform or do they require third-party integration? 3. Low-Code / App & Workflow Builders a. Does your platform provide low-code and / or no-code development tools to build applications, workflows, and automations? b. How does your tool ensure that low-code development aligns with enterprise governance and security requirements? c. Can applications built on your platform integrate natively with the ITSM modules, or are they siloed? 4. IT Service Management (ITSM) Depth a. Describe your platform s capabilities for incident, change, problem, and configuration management. b. Does your platform include a Configuration Management Database (CMDB)? If so, how is it maintained and integrated with IT operations? c. How does your platform support asset management and lifecycle tracking (hardware, software, and cloud resources)? 5. Integration & Interoperability a. What integration options does your platform support (e.g., APIs, plug-ins, Integration Hub, connectors)? b. Can your platform connect to federal systems and third-party tools securely while remaining compliant with FedRAMP and VA-specific requirements? 6. Transition, Migration, and Adoption a. Describe your approach to transitioning and migrating your platform into a new enterprise environment while maintaining continuity of critical operations. b. How will your company ensure that existing enterprise functions and capabilities are preserved or enhanced during migration? c. What strategies, tools, and methodologies do you use to minimize downtime and risk during a migration of this scale? d. What training approach will you provide to personnel, system administrators, and business stakeholders to ensure successful adoption and operational readiness? e. Provide an estimated timeline (e.g., phased rollout, pilot to full production) for transition to full production, including training, testing, and deployment. 7. General Questions a. How does your platform ensure scalability across a federal enterprise of VA s size and complexity? b. Describe your licensing model and how it supports enterprise agreements (ELA). c. Provide details on security certifications (FedRAMP High, FISMA, HIPAA, etc.). Responses are due no later than 4PM EST, October 14, 2025 via email to John A Adamitis, Contract Specialist at john.adamitis1@va.gov and Heather Utt, Contracting Officer at heather.utt@va.gov. Please note ITSMP in the subject line of your response. Mark your response as Proprietary Information if the information is considered business sensitive. The email file size shall not exceed 5 MB.