REQUEST FOR INFORMATION - Integrated IT Service Management (ITSM) and Customer and Case Relationship Management (CRM) Platform_final.pdf

REQUEST FOR INFORMATION (RFI)

AMERICAN BATTLE MONUMENTS

COMMISSION

Integrated IT Service Management (ITSM) and

Customer/Case Relationship Management (CRM)

Platform November 17, 2025

THIS SOURCES SOUGHT NOTICE IS ISSUED SOLELY FOR INFORMATIONAL AND

PLANNING PURPOSES AND DOES NOT CONSTITUTE A SOLICITATION. No formal solicitation documents exist at this present time. Responses to this Sources Sought notice will be utilized by the Government to make appropriate acquisition decisions. After review of the responses to this Sources Sought notice, a solicitation announcement may be published via

SAM.gov | Contract Opportunities or other Government Wide Contracting Sites.

ABOUT ABMC:

American Battle Monuments Commission (ABMC) is an independent agency established under authority of Chapter 21 of Title 36 U.S.C. Its mission is to commemorate the sacrifices of the

United States armed forces. It accomplishes this mission through the administration, operation, and maintenance of commemorative cemeteries and memorials in 17 countries around the world, including the United States.

ABMC is also responsible for establishing and maintaining new memorials as directed by

Congress. The Commission is composed of up to 11 members appointed by the President and a

Secretary of the Commission, who is also a Presidential appointee. The Secretary is responsible for the day‐to‐day operation of the Commission. The agency’s workforce consists of approximately 400 staff, including staff in Arlington, VA and Paris, France, and staff across 26 cemeteries and monuments.

https://sam.gov/content/opportunities

1. PURPOSE

ABMC requests information from industry on commercial and/or FedRAMP-authorized (please see Section 5.6 for more information), IT Service Management (ITSM) and Customer/Case

Relationship Management (CRM) solutions capable of supporting agency-wide internal service delivery and external inquiry management. ABMC seeks market data, product capabilities, implementation approaches, licensing models, and pricing estimates for a turn-key COTS platform suitable for federal use.

This RFI does not constitute a solicitation and is used solely for planning, market research, and acquisition strategy development.

2. BACKGROUND

ABMC currently uses ManageEngine ITSM for incident, request, change, and asset workflows.

However, ABMC also needs a unified CRM platform to support structured workflows for other

ABMC departments such as Public Affairs, Historian Services, Administrative Services, Operations, and Finance. These teams manage high-volume inquiries via email, spreadsheets, or siloed trackers without standardized triage, routing, progress, reporting, and shared knowledge management.

ABMC seeks a consolidated, modern, cloud-based service platform that:

• Replaces ManageEngine ITSM

• Introduces CRM/case workflows for multiple business units

• Provides consistent intake, triage, routing, and resolution processes

• Supports ~550 internal users and 10 IT agent licenses for ITSM

• Supports ~550 internal users and approximately 60-80 agents for other workflows

• Receives, tracks, and closes external and internal inquiry workflows

• Meets federal security, accessibility, and compliance requirements

The target deployment date for ITSM go-live is May 2026 and CRM/case workflows for Public

Affairs is May 2026. Other workflows will be planned and deployed in later phases.

3. BUSINESS DRIVERS

3.1 Consolidation and Governance

ABMC requires a single enterprise platform to reduce duplicative systems, strengthen governance, centralize reporting, and improve auditability.

3.2 Improved Service Delivery

Internal customers require faster, more predictable service via automated routing, user-friendly portals, and real-time status visibility.

3.3 Streamlined Public and Stakeholder Engagement

Public Affairs, Historians, and other mission-support teams need structured CRM workflows for inquiries, submissions, and information requests. Current inbox-driven processing lacks traceability.

3.4 Operational Efficiency

Automations, pre-built workflows, and standardized templates help reduce repetitive effort, minimize errors, and support lean staffing.

3.5 Increased Security and Compliance

Platforms must conform to FedRAMP Moderate or equivalent certification, align with FISMA, support separation of duties, and provide granular RBAC.

4. Scope of Requested Information

Vendors shall describe how their platform and implementation services support:

• Migration from ManageEngine ITSM

• Deployment of a modern, cloud-based enterprise ITSM and CRM suite

• Deployment of multiple departmental CRM workflows

• Training, configuration, licensing, and sustainment

• Integration with Microsoft 365 E5 Commercial, Azure AD, and SharePoint

• Reporting, dashboards, and search

• Mobile and web accessibility

• Global users and multilingual interfaces (optional)

5. Required Capabilities and Functional Requirements

5.1 Platform Requirements

• FedRAMP Moderate or equivalent information security audits and certifications (please see Section 5.6 for more information).

• U.S.-based hosting boundary for all federal data

• Azure AD / Entra ID integration for SSO and MFA

• Role Based Access Control (RBAC) with granular permissions and separation of duties

• Multi-environment deployment support (dev/test/prod)

• 508/WCAG accessibility compliance

• Native mobile apps for iOS and Android

• API and webhook framework for integrations

5.2 ITSM Requirements (Mandatory)

The platform must support:

1. Incident Management

2. Service Request Management

3. Change and Release Management

4. Problem Management

5. Knowledge Base / Internal Articles

6. Service Catalog with configurable intake forms

7. SLA management and breach notifications

8. CMDB with asset dependencies

9. Asset and configuration management for hardware/software

10. Automated assignment, approvals, routing, escalations

11. Reporting dashboards, trend analysis, and export capabilities

12. Ability to manage licensed to specialists and ~550 internal users

5.3 CRM / Case Management Requirements (Mandatory)

The platform must support:

• Configurable CRM/case workflows for the following initial departments:

o Public Affairs (media inquiries, public requests) o Historians (historical research requests) o Administrative Services (internal requests) o Operations (field and maintenance requests) o Finance (internal financial inquiries)

• Department-specific intake forms and queues

• Department-specific permissions and visibility rules

• External web forms and email ingestion

• Workflow automation, approvals, handoffs

• Case timelines, tagging, attachments, audit history

• Reporting and analytics

• Optional external user portal with branding

5.4 Migration Requirements

Describe expected approach for:

• Full migration from ManageEngine ITSM

• Import of incidents, service requests, assets, CMDB records

• Mapping of service categories, request types, workflow automations

• Data cleansing and archival options

• Testing and validation

• Cutover and post-launch support

5.5 Integration Requirements

Platforms must support integration with:

• Microsoft 365 E5 Commercial (Outlook, SharePoint, Teams)

• Azure AD for identity

• Email ingestion and routing

• API connectivity to ABMC systems as needed

• Optional: Power BI, Sentinel, Intune, Defender

• Optional: ABMC intranet (SharePoint Online)

• Optional: Website forms and public portals

5.6 Security Requirements

• FedRAMP Moderate or equivalent (please see Section 5.6 for more information).

• Continuous vulnerability management

• Encrypted data at rest and in transit

• Logging and audit trails

• Role- and group-based access

• Ability to segregate internal vs. public-facing workflows

• Ability to restrict visibility to assigned cases

• Support for CAC/PIV if applicable

• Availability SLAs

• Data retention and export capabilities

6. Implementation Expectations

ABMC anticipates a phased implementation:

1. Phase 1 — ITSM Migration and Go-Live o Target go-live: May 2026 o 10 IT specialist licenses + 550 users o Core ITSM modules configured o Knowledge base, catalog, CMDB migrated o Training and documentation included

2. Phase 2 — CRM Deployment (Public Affairs) o Target go-live: May 2026 o Build departmental workflows o Configure permissions and roles o Configure portals (internal/external as required) o Establish reporting dashboards o Provide post-launch support

3. Phase 3 — CRM Deployment (Multiple Departments) o Build departmental workflows o Configure permissions and roles o Configure portals (internal/external as required) o Establish reporting dashboards o Provide post-launch support

4. Phase 4 — Optimization & Enhancements o Automation o Integrations o Additional modules based on need o Optional AI capabilities

Vendors should propose delivery timelines, resource models, and risk considerations.

7. Estimated Licensing Model

Vendors shall describe:

• Licensing tiers and restrictions

• IT agent licensing for 10 technical staff

• Agent licensing for 40-60 CRM workflow staff departmental agent licenses

• Unlimited or capped internal requester licenses

• CRM/case management licensing

• Government pricing schedules

• Annual subscription model expectations

8. Vendor Response Requirements

Vendors shall provide:

8.1 Corporate Information

• Company name, address, and UEI

• Company point(s) of contact and contact information

• FedRAMP authorization identifiers (if applicable)

• Contract vehicles (SEWP, GSA MAS, CIO-SP4, etc.)

• Prior federal clients with similar deployments

• Description of capabilities related to your capacity to perform and manage the work

• Confirmation that your company is interested and intends to submit a quote/bid/proposal when and if a solicitation is issued.

8.2 Technical Capability Response

• Description of the proposed ITSM and CRM platform(s)

• Technical architecture overview

• Security boundary and FedRAMP package details

• Multi-department workflow examples

• Integration methods and API standards

• Mobile capabilities

• Roadmap and upcoming releases

8.3 Implementation Approach

• Detailed migration approach

• Timeline and staffing model

• Work breakdown structure

• Change-management methodology

• Training plan

8.4 Pricing Information (Rough Order of Magnitude)

• Licensing model and estimated annual costs

• Implementation services

• Migration and configuration

• Optional modules

• Operations & Maintenance support costs

8.5 Risks, Assumptions, and Dependencies

• Identified risks

• Mitigation strategies

• Assumptions about ABMC resources

• Dependencies on customer inputs or systems

8.6 Product Demonstration Materials

Optional but encouraged:

• Demo environment access

• Sample dashboards, workflows, and portals

• Case and incident lifecycle demonstrations

9. Response Format

Responses must not exceed 25 pages, excluding product sheets.

Submit responses in PDF format and include:

• Executive summary

• Detailed responses to Sections 8.1 to 8.6

• Product documentation

• Pricing overview

• Additional information that would be required, if any, to respond to future solicitation

10. Industry Questions

ABMC requests industry to specifically address:

1. Readiness to meet a May 2026 ITSM and Public Affairs CRM go-live

2. Best practices for migrating from ManageEngine

3. Estimated timeline and risk areas for multi-department CRM deployment

4. Licensing model for 550 internal users and 10 ITSM agents

5. Licensing model for departmental internal users and agents

6. Recommended AI-assisted capabilities (if available)

7. Approach for training, knowledge management, and change adoption

8. Data retention and export capabilities

9. Scalability for international users and multilingual interfaces