DA01--ERP (ITSM Follow on) (VA-26-00000769)

The Department of Veterans Affairs Technology Acquisition Center is conducting market research for an Information Technology Service Management (ITSM) enterprise license solution as a follow-on procurement to replace their current ServiceNow environment. The VA seeks a FedRAMP High-authorized tool capable of supporting up to 600,000 system users and 25,000 fulfiller licenses, with requirements including 99.8% minimum uptime, real-time license utilization tracking, cloud and on-premises hosting options, and Section 508 accessibility compliance. Vendors are requested to submit 15-page capability statements addressing tool specifications, pricing models, migration strategies, and company information, with the current response deadline established for April 30, 2026. The evaluation will assess vendor capabilities against the VA's mission-critical requirements spanning service desk operations, incident management, device provisioning, electronic health record monitoring, and enterprise-wide service management. This pre-solicitation represents an ongoing market research phase, with the VA indicating that interested parties should monitor the continued RFI posting under solicitation number 36C10B26Q0024 for additional information.

No set-aside designations have been applied to this procurement opportunity. The VA's current environment comprises 25 ServiceNow instances (7 dedicated to specific purposes and 18 dynamic), and the agency is expressly seeking alternatives or improvements to reduce overall costs while maintaining critical functionality and returning to out-of-the-box configurations with minimal customization. The solicitation indicates the VA operates at a medium to high process maturity level and prioritizes solutions that can ensure smooth migration without downtime or data loss to support consistent service delivery to veterans and staff. While specific award values or contract budget ranges have not been disclosed in the pre-solicitation notice, the scope indicates a substantial enterprise-level commitment. The procurement is classified under NAICS Code 541519 (Other Computer Related Services) and PSC Code DA01 (IT and Telecom - Business Application/Application Development Support Services), with John A. Adamitis (john.adamitis1@va.gov) serving as the primary contracting point of contact.