36C10B24Q0232_1.docx

This document is a request for information from the Department of Veterans Affairs Technology Acquisition Center regarding enterprise service desk tier one support services. The RFI provides details on a requirement for service desk expertise and capabilities including managed tier one support services, knowledge management, and intake of new applications and platforms. Responses should describe experience with service management tools like ServiceNow and contact center tools, as well as the use of artificial intelligence, robotic process automation, and machine learning technologies to provide self-service and tier one support. Responses are requested to include a rough order of magnitude cost estimate for meeting requirements, recommendations on service level metrics and incentives, and the ability to meet set-aside requirements for veteran-owned small businesses. The response deadline is March 11, 2024.