1.05 Equipment List.docx

EQUIPMENT LIST

(ITD ITSM Modernization) Date: 10 June 2026

Background:

The National Defense University (NDU) Information Technology Directorate (ITD) currently operates an on-premises Information Technology Service Management (ITSM) solution (BMC Footprints) to support enterprise service desk operations, including incident, problem, change, and service request management.

While the current platform provides baseline ITIL-aligned capabilities, it is constrained by its on-premises architecture and network dependencies. A critical limitation is that the system is not consistently accessible to all authorized users. Specifically, students are unable to reliably access the Footprints application due to current network configuration constraints, which restrict access outside the NDU enterprise boundary. This directly impacts academic operations, delays service delivery, and degrades the overall user experience.

Additionally, the current platform limits ITD’s ability to fully implement modern service management practices, including enterprise automation, real-time performance monitoring, agentic and scalable self-service capabilities.

Federal policy and NDU CIO strategic plan emphasize a Cloud First approach, requiring the adoption of secure, scalable, and accessible cloud-based solutions where feasible. The continued reliance on an on-premises ITSM platform is not aligned with this strategic direction and introduces unnecessary operational and sustainment burden.

Need:

ITD requires the procurement and implementation of a modern, cloud-based (SaaS) ITSM solution to replace the existing on-premises Footprints system and enable enterprise-wide, secure, and accessible IT service management capabilities.

The required solution must address the following:

1. User Accessibility (Critical Gap) The current ITSM platform does not provide reliable access for all NDU users, particularly students, due to network access limitations.

The replacement solution must:

· Be accessible from any location (on-campus and remote)

· Support all authorized user populations (faculty, staff, and students)

· Eliminate dependence on internal network routing for end-user access

2. Cloud First Alignment (Mandatory Requirement) The solution must align with Federal and NDU CIO Cloud First initiatives by delivering ITSM capabilities via a Software-as-a-Service (SaaS) model.

· The platform must maintain a current FedRAMP Authorization (Moderate or higher) to ensure compliance with Federal cybersecurity and data protection requirements.

· The solution must support secure access, data protection, and continuous updates without requiring on-premises infrastructure sustainment.

3. Service Delivery Modernization The solution must support ITD’s target operating model and enable:

· Integrated ITIL-aligned capabilities (Incident, Problem, Change, Asset, and Configuration Management)

· Enterprise Service Catalog and self-service functionality

· Workflow automation to reduce manual processes and improve response times

· Real-time SLA/KPI tracking, dashboards, and reporting

· API integration with M365 (specifically MS Teams)

· Agentic Capabilities

4. Customer Experience Improvement The solution must provide a modern, intuitive user interface that improves engagement and usability across all user groups.

· Enables rapid ticket submission, status tracking, and communication

· Reduces user friction and improves satisfaction across academic and administrative functions

5. Operational Efficiency and Sustainability The SaaS delivery model must:

· Reduce ITD operational burden associated with patching, upgrades, and infrastructure management

· Provide scalable performance aligned to demand

· Enable continuous capability enhancement without disruptive system upgrades

6. BMC Helix ITSM (SaaS):

· Usability and user interface improvements over the current platform

· Alignment with enterprise ITSM functional requirements

· Favorable cost considerations relative to comparable solutions

· Logical successor to the BMC Footprints application to enable a more seamless data migration This identification is provided for planning purposes and does not preclude competitive acquisition processes.

Specifications: Procurement includes maintenance which includes software updates and priority access to technical support staff via phone and email. The following is a list of currently owned Government equipment in which NDU is requesting technical support services:

EQUIPMENT LIST

Period of Performance/Delivery Date: