Questions and Answers.pdf

Questions ABMC Response Would a deadline extension be possible? Yes, interested parties may submit responses thru the month of December, but preferrably sooner than later so their feedback may be incorporated into the eventual scope expected to be finalized early in the new calendar year.

are RFIs submitted via eBuy or directly to this email? If responding via SAM.gov, responses should be sent via email to youngj.ctr@abmc.gov and tregoningm@abmc.gov. If responding via GSA eBuy, submit via eBuy.

How many historical records must be migrated from ManageEngine (incident, service request, asset, CMDB)? Incidents & Service Requests: Approximately 10,000 (ten thousands)

Should all departments use a standardized intake workflow or fully unique forms? As the RFI conveyed, we'd like a standard intake, and route inquiries to different forms/workflows/departments based on the specific inquiry.

Should public users be allowed to track status or only submit inquiries? No, this is ONLY for internal ABMC staff and contractors.

Are there approval chains defined for each department? Yes How many external users are anticipated annually? None Should CRM workflows integrate with existing historian or archival systems? This is a greenfield initiative.

Are APIs available for all systems requiring integration? This is a greenfield initiative, there are no existing APIs.

What are the data retention requirements (per case type)? Usually 7 years.

Are there constraints on using AI capabilities (Copilot, Azure OpenAI) due to data sensitivity? ABMC is considering Copilot.

Is this a new or a follow-on effort? If so, can you provide the contractor’s name and contract number? This is a greenfield initiative.

Are you looking to setup an external application through the workflow? No

Given ABMC’s existing Microsoft 365 E5 Commercial and Azure AD/Entra ID environment, does ABMC have a preferred technology platform (e.g., Microsoft Dynamics 365, ServiceNow, Salesforce, Power Platform, Appian) that would best support integration with the current technology stack?

This is a greenfield initiative and ABMC is open to considering costs/benefits of all proposed platforms.

The RFI lists the response due date as December 7, 2025, at 11:00 PM. Could you please confirm whether this is correct, or if ABMC intended the due date to be December 8, 2025, since December 7 falls on a Sunday?

The date is correct. We would like to start reviewing responses on 08 December 2025.

Has the previous work with Manageengine ITSM been documented and expected to be a source of baseline information as part of the CRM / ITSM models? Both models carry history from a item, customer, requirement, decision and funding perspective.

Yes

Is there a specific reason or set of reasons you seek to migrate away from ManageEngine ITSM? Can you please list those.

Please carefully review the RFI for specific use cases.

Are you seeking an integrator to implement the product for your client(user) and customer base? Yes Did your team try SupportCenter as well? No Is the effort funded? Yes What is your anticipated timeline for acquisition? The timeframe suggests an immediate acquisition, adoption and already expressed knowledge of the processes and offices supported.

Q2 FY26

Is the ITSM model intended to support your IT Enterprise (Apps, Services, HW, to Edge devices)? Is there are detailed list of these components and to what level do you support them? Tier I, II and III?

Yes, the ITSM is intended to support IT Enterprise support neds. A detailed list will be provided to the selected Contractor. This is a RFI to solicit industry options.

ITSM/CRM