Questions_Service Desk Surge_Pricing and Automation_Asset Management.docx

RFI Questions Aligned to Draft Performance Work Statement (PWS) The following RFI questions are aligned to anticipated sections of the FAA/AIT IT Service Desk Performance Work Statement (PWS) to support refinement of requirements, metrics, and pricing constructs.

PWS Section: Scope of Services / Service Desk Operations IT Service Desk Surge Support

1. Describe how your organization provides IT Service Desk surge support within a ServiceNow ITSM environment in response to unplanned outages, planned maintenance events, and major IT initiatives.

2. Identify surge activation triggers, response timelines, and scalability limits for Tier 1 and Tier 2 support in federal operational environments.

3. Describe how surge support is integrated with steady-state Service Desk operations to ensure continuity of operations and service quality.

PWS Section: Staffing, Workforce Management, and Surge Capacity

4. Describe staffing models used to support surge requirements, including pre-positioned resources, on-demand staffing, and cross-trained personnel.

5. Identify any constraints, assumptions, or dependencies associated with scaling staffing levels during surge events.

PWS Section: Pricing Structure and Contract Type Firm Fixed Price (FFP) and Cost Controls

6. Describe pricing models commonly used to support surge requirements within a Firm Fixed Price IT Service Desk contract.

7. Explain how your organization manages contract re-baselining, price reductions, or pricing adjustments when efficiencies, automation, or enhancements reduce overall contact volumes or staffing levels while per-seat or user counts remain constant.

8. Identify contract mechanisms or best practices used to manage workload variability over time while maintaining cost transparency and service quality.

PWS Section: Performance Standards and Metrics

9. Identify industry-standard Service Desk performance metrics and key performance indicators (KPIs) relevant to FAA/AIT operations that should be considered for inclusion in the PWS beyond traditional SLA measures.

10. Describe surge-specific, customer experience, service resilience, and continuous improvement metrics commonly used in mature ServiceNow-based Service Desk operations.

PWS Section: Tools, Processes, and Continuous Improvement AI and Automation

11. Describe AI-enabled and automation capabilities currently utilized within ServiceNow platforms to support Tier 1 Service Desk, Tier 2 support, and executive/VIP support.

12. Explain how capabilities such as virtual agents, self-service, intelligent routing, proactive incident management, analytics, and knowledge automation are implemented within federal IT environments.

PWS Section: Governance, Security, and Risk Management

13. Identify governance, security, privacy, and risk considerations associated with implementing AI, automation, and surge support models within a ServiceNow ITSM ecosystem.

14. Describe lessons learned or best practices from supporting federal agencies with similar operational scale or mission criticality.

PWS Section: Transition-In, Innovation, and Service Maturity

15. Describe how your organization incorporates innovation, continuous improvement, and operational efficiencies over the life of an IT Service Desk contract while maintaining performance and cost controls.

PWS Section: Lifecycle Asset Management, End-User Device Support

15. Describe how your organization will manage remote deployments? 3-4 per day

16. Identify the tools, processes, or methods for imaging computers.