PWS Freshservice - Part 1 for Licenses.pdf

AMERICAN BATTLE MONUMENTS COMMISSION

Performance Work Statement (PWS)

For

Enterprise Service Management (ESM) Licenses

Part 1 of 2: Commercial Software Licenses

June 22, 2026

This solicitation is Part 1 of 2 and covers commercial off the shelf software licenses only.

ABMC will issue Part 2 later, after ABMC awards Part 1 and selects the vendor and technology platform. Part 2 will cover enterprise service management professional services, including implementation, configuration, migration, integration, training, operations, and maintenance.

Contents About ABMC

Statement of Need

Scope of Work

CLIN Structure and Requirements

CLIN 0001, 1001, 2001, 3001, and 4001: Core ESM Licenses

CLIN Periods

Base Year Quantities

Option Year Quantities

Deliverables

Acceptance

CLIN 0002, 1002, 2002, 3002, and 4002: Optional AI Licenses

CLIN Periods

Quantities

Deliverables

Acceptance

Proposal Format

Volume I: Offeror Information and License Solution

Volume II: Price Proposal

Evaluation Criteria

Factor 1: Technical Acceptability

Factor 2: Certified Reseller Status and Past Performance

Factor 3: Price

General Information

Key Requirements

IT Security Requirements

Controls and Change Management

Payment

Post-Award Coordination

Period of Performance

Language Requirements

Section 508 Requirements

About ABMC

American Battle Monuments Commission (ABMC) is an independent federal agency responsible for commemorating the service and sacrifice of members of the United States Armed Forces.

ABMC operates and maintains 26 cemeteries and numerous memorials and monuments across

17 countries, with staff located in Arlington, Virginia, Paris, France, and at overseas sites. ABMC currently uses ManageEngine for IT service management and seeks to acquire commercial software licenses to support a future enterprise service management platform.

Statement of Need

ABMC requires commercial off the shelf enterprise service management subscription licenses to support IT service management and designated business use cases. This Part 1 PWS covers software licensing only.

The offeror’s proposed software solution shall support integration with Microsoft 365 E5 and

Microsoft Entra ID and provide the product capabilities needed for ABMC’s future implementation effort.

ABMC will issue Part 2 immediately after ABMC awards Part 1 and selects the vendor and technology platform. Part 2 will cover the professional services required to configure, migrate, integrate, secure, train, deploy, operate, and maintain the platform.

Scope of Work

This Part 1 PWS covers commercial software subscriptions only. It does not include implementation, migration, configuration, integration, training, operations, maintenance, or other professional services.

The acquisition includes two CLIN groups with a base year and four option years:

1. Core ESM License CLINs: CLIN 0001, 1001, 2001, 3001, and 4001 provide commercial enterprise service management subscription licenses for the base year and option years.

2. Optional AI License CLINs: CLIN 0002, 1002, 2002, 3002, and 4002 provide optional

AI subscription licenses for the base year and option years if exercised in writing by the

Contracting Officer.

CLIN Structure and Requirements

CLIN 0001, 1001, 2001, 3001, and 4001: Core ESM Licenses

These CLINs provide the commercial enterprise service management subscriptions required to support ABMC’s future platform. Each CLIN shall be firm fixed price.

CLIN Periods

• CLIN 0001: Base Year

• CLIN 1001: Option Year 1

• CLIN 2001: Option Year 2

• CLIN 3001: Option Year 3

• CLIN 4001: Option Year 4

Base Year Quantities

• Twelve (12) IT service management pro agent licenses supporting the IT service management team

• Fifteen (15) business agent licenses supporting Human Resources departments in U.S.

and overseas locations

• Ten (10) public intake agent licenses supporting Public Affairs and Historical Services intake and communications, if included in the proposed software solution

• Asset management capability for approximately 2,500 hardware and software assets

Option Year Quantities

• Twelve (12) IT service management pro agent licenses supporting the IT service management team

• Seventy (70) business agent licenses supporting non-IT departments and global operations

• Ten (10) public intake agent licenses supporting Public Affairs and Historical Services intake and communications, if included in the proposed software solution

• Asset management capability for approximately 2,500 hardware and software assets

Deliverables

For CLIN 0001 and each exercised option year CLIN, Contractor shall provide:

• License bill of materials by CLIN, product, edition, and quantity

• Subscription start and end dates

• Proof of license activation or manufacturer order confirmation

• Manufacturer support terms included with the subscription

• License administration and renewal contact information

• Invoice support that maps billed amounts to the applicable CLIN

Acceptance

ABMC will accept the applicable core ESM license CLIN when all of the following conditions are met:

1. Contractor provides the license bill of materials.

2. Contractor provides proof of license activation or manufacturer order confirmation.

3. The subscription term and quantities match the contract.

4. The invoice matches the awarded CLIN pricing.

CLIN 0002, 1002, 2002, 3002, and 4002: Optional AI Licenses

These CLINs provide optional commercial AI subscription licenses compatible with the awarded

ESM software solution. Each CLIN shall be firm fixed price and shall not be activated or billed unless the Contracting Officer exercises the applicable CLIN in writing.

CLIN Periods

• CLIN 0002: Base Year

• CLIN 1002: Option Year 1

• CLIN 2002: Option Year 2

• CLIN 3002: Option Year 3

• CLIN 4002: Option Year 4

Quantities

• AI subscription licenses for twelve (12) IT agents

Deliverables

For CLIN 0002 and each exercised option year CLIN, Contractor shall provide:

• License bill of materials by CLIN, product, edition, and quantity

• Subscription start and end dates

• Proof of license activation or manufacturer order confirmation

• Manufacturer support terms included with the subscription, if applicable

• Invoice support that maps billed amounts to the applicable CLIN

Acceptance

ABMC will accept the applicable optional AI license CLIN when all of the following conditions are met:

1. The Contracting Officer exercised the applicable optional CLIN in writing.

2. Contractor provides the license bill of materials.

3. Contractor provides proof of license activation or manufacturer order confirmation.

4. The subscription term and quantities match the contract.

5. The invoice matches the awarded CLIN pricing.

Proposal Format

Contractors shall submit a concise proposal limited to the information needed to evaluate this commercial software license buy.

Volume I: Offeror Information and License Solution

Contractors shall provide:

• Offeror name, address, Unique Entity Identifier, and point of contact

• Proposed software product names, editions, license quantities, and subscription term by

CLIN

• Proof that the offeror is a certified or authorized reseller for the proposed software solution

• Confirmation that the proposed licenses meet this PWS, including compatibility with

Microsoft 365 E5 and Microsoft Entra ID, hosting, security, and manufacturer support requirements

• Description of the proposed software solution’s FedRAMP status or acceptable alternative security posture

• Security evidence, such as FedRAMP status, ISO/IEC 27001 certification, SOC 2 Type II report, NIST control alignment, penetration testing attestation, vulnerability management summary, secure software development attestation, data residency statement, and subprocessor disclosure, as applicable

• Assumptions, exceptions, or dependencies

Volume II: Price Proposal

Contractors shall provide firm fixed price pricing by CLIN for the base year and each option year proposed. The price proposal shall include:

• CLIN based pricing for core ESM licenses and any optional AI licenses proposed

• Product name, edition, quantity, unit price, and extended price

• Subscription term for each CLIN

• Identification of all charges included in the subscription price

ABMC will not accept separate professional services pricing under this Part 1 proposal.

Evaluation Criteria

ABMC will evaluate proposals using a best value trade-off approach. Award will be made to the offeror whose proposal provides the best overall value for this commercial software license buy.

Factor 1: Technical Acceptability

ABMC will evaluate whether the proposed licenses meet this PWS, including product fit, license structure, quantities, subscription terms, compatibility, hosting, security, and manufacturer support. ABMC will also evaluate the proposed software solution’s FedRAMP Moderate status or alternative security evidence, including certifications, independent assessments, control alignment, vulnerability management, incident response, data residency, and subprocessor disclosures.

Factor 2: Certified Reseller Status and Past Performance

ABMC will evaluate only offerors that are certified or authorized resellers for the proposed software solution. Offerors shall provide current proof of reseller authorization from the software manufacturer or distributor. ABMC will also evaluate the offeror’s record of providing similar commercial software licenses or subscriptions of comparable size and complexity.

Factor 3: Price

ABMC will evaluate price for completeness, reasonableness, and consistency with the proposed licenses and CLIN structure.

Technical Acceptability is more important than Past Performance. Past Performance is more important than Price. Price may become more important as non-price factors become closer in merit.

General Information

Key Requirements

All work under this Part 1 PWS is limited to software licensing, license provisioning, renewal administration, and related manufacturer coordination.

Contractor shall provide only the access, documentation, and security evidence needed for

ABMC to validate the license purchase and assess the proposed software solution’s risk posture.

The proposed software solution shall store and process ABMC data only in the cloud environment and hosting region authorized for this contract. Contractor shall not export, copy, or store ABMC data outside authorized environments except as approved in writing by the

Contracting Officer.

IT Security Requirements

FedRAMP authorization is preferred but not required for this commercial off the shelf software license buy. ABMC may accept an alternate security posture if the offeror provides sufficient evidence that the proposed software solution protects ABMC data and aligns with federal security expectations.

Offerors shall state whether the proposed software solution has a FedRAMP authorization, is hosted in a FedRAMP authorized cloud environment, is in FedRAMP Ready status, or does not have FedRAMP status.

If the proposed software solution does not have a FedRAMP authorization, the offeror shall provide equivalent security evidence. Acceptable alternative evidence may include one or more of the following:

• ISO/IEC 27001 certification

• SOC 2 Type II report

• NIST SP 800-53 Moderate control alignment or independent assessment

• NIST SP 800-171 control alignment or independent assessment

• CSA STAR Level 2 certification or equivalent cloud security assessment

• Annual third party penetration testing summary or attestation

• Regular vulnerability scanning and remediation process

• Software bill of materials or secure software development attestation, if available

• Independent security assessment performed by a qualified third party

At a minimum, the proposed software solution shall support or provide the following security controls:

• Role based access control

• Multi factor authentication or integration with Microsoft Entra ID for multi factor authentication

• Single sign on using standards based authentication, such as SAML or OpenID Connect, if available

• Encryption of data in transit using current industry standard protocols

• Encryption of data at rest

• Audit logging for administrative and user activity

• Administrative access controls based on least privilege

• Vulnerability management and timely remediation of critical vulnerabilities

• Incident response procedures and notification to ABMC of suspected or confirmed security incidents

• Data backup, resilience, and recovery practices appropriate for the service

• Data residency and hosting location disclosure

• Subprocessor or subcontractor disclosure for entities that may access, store, process, or support ABMC data

• Separation of customer data from other customer environments through logical isolation or equivalent safeguards

Contractor shall notify the Contracting Officer and designated ABMC security point of contact within 72 hours after discovery of any suspected or confirmed security incident affecting ABMC data, accounts, services, or access to the proposed software solution. Contractor shall preserve relevant logs and support ABMC investigation, containment, and recovery activities.

Contractor shall provide current security documentation upon request. Documentation may include certification letters, assessment reports, summaries, control matrices, data flow diagrams, hosting location information, vulnerability management summaries, incident response procedures, and subprocessor lists. Contractor may redact proprietary or sensitive security information, provided the redactions do not prevent ABMC from assessing risk.

Contractor shall maintain the proposed security posture throughout the subscription period. If

Contractor loses a certification, changes hosting locations, changes sub-processors that affect

ABMC data, suffers a material security incident, or makes a major product change that affects security, Contractor shall notify the Contracting Officer in writing.

Controls and Change Management

Any modification to license quantities, subscription terms, cost, or schedule shall be proposed in writing and approved by the Contracting Officer before the change takes effect. Professional services requirements shall be addressed under Part 2 after ABMC awards Part 1 and selects the vendor and technology platform.

Payment

Payment will be made on a firm fixed price basis for software licenses awarded under this Part 1

PWS, subject to ABMC acceptance. Subscription licensing shall be invoiced and paid in accordance with the contract schedule for the applicable subscription period. All invoices must comply with FAR Part 32 and be submitted through ABMC’s designated invoicing system.

No payment withhold applies to subscription licensing under this Part 1 PWS unless otherwise stated in the contract.

Post-Award Coordination

Post-award coordination for Part 1 shall address license ordering, provisioning, subscription start dates, renewal administration, and invoice alignment. ABMC will address implementation planning under Part 2 after ABMC awards Part 1 and selects the vendor and technology platform.

Period of Performance

The performance period for each license CLIN begins on the contractually stated subscription start date for that CLIN. Implementation work will be addressed under Part 2 after ABMC awards Part 1 and selects the vendor and technology platform.

Language Requirements

Contractor shall conduct all verbal and written communications with ABMC in English.

Section 508 Requirements

If Contractor provides product documentation, user facing materials, or electronic support materials as part of the commercial subscription, those materials shall comply with applicable

Section 508 requirements to the extent required by law and contract.