End to End Systems Management Center (E2E SMC)
Closed Pre-Solicitation Posted
- Solicitation number
- TRANSCOM24D001
- Agency
-
United States Transportation Command
Department of Defense
- Responses due
- Set-aside
- Total Small Business
Opportunity facts
- NAICS code
- 541519 Other Computer Related Services
- Place of performance
- Scott AFB, Illinois 62225, United States
Notice details come from SAM.gov. Updated .
About this opportunity
The United States Transportation Command (USTRANSCOM) is seeking contractor support for End to End Systems Management Center (E2E SMC) services, which include Tier I and Tier II help desk call resolution, development, sustainment, and maintenance of ServiceNow IT service management software, and operational support with recurring systems checks. The procurement will be evaluated using a two-phase, subjective best value tradeoff source selection approach, with technical factors weighted as more important than cost. Key evaluation criteria include corporate experience in IT help desk support, ServiceNow utilization, and call center operations; technical approach for Tier 1 operations and telephone support; detailed staffing methodology; transition planning; and past performance references demonstrating sustainment of ticketing software systems and constant IT help desk support capabilities. The solicitation was initially posted on October 11, 2023, with an original response deadline of September 15, 2025; however, Amendment 0001 extended this deadline as of November 4, 2025. Offerors must demonstrate capability to manage a 24/7/365 help desk handling 4,000-5,000 monthly calls, with fully remote work performance requirements.
This procurement is designated as a Total Small Business set-aside under NAICS code 541519 (Other Computer Related Services) and will be awarded as a firm-fixed price task order against the Encore III Small Business Suite. The current incumbent contractor is operating under contract number HTC71121FD084, providing ServiceNow operations and maintenance support for 17 applications along with Service Desk and Application Liaison functions. The period of performance spans five years from September 2024 through September 2028, with an anticipated one-year base period and four one-year option periods. The government intends to issue the formal solicitation in September 2025, with quotes due in October 2025 and a proposed award date of January 2026. The small business size standard for this NAICS category is $30 million in annual revenue.
Notice text
3 versions
Update #3 · Latest ·
4 November 2025: Posted Amendment 0001 (Extending Response Date)
10 October 2025: Posted to Encore III
E2E SMC Tier I/II call resolution, development, sustainment, and maintenance of the ITSM software (presently ServiceNow) and operational support (G3 Ops) to include reoccurring systems checks. All tasks shall be performed in accordance with (IAW) regulations and guidelines addressed in the PWS. SDDC presently utilizes ServiceNow ITSM as ticketing software and is focused on integrating and streamlining end to end workflows and to utilize more of the ServiceNow capabilities such as DevOps Change Velocity integrations for development tools (i.e., GitLab), Information Technology Operations Management (ITOM) for real time health monitoring and firewall tracking, Information Technology Asset Management (ITAM) for centralized tracking of assets to include Hardware and Software, and Strategic Portfolio Management (SPM) for project management, routing and tracking; all of which will require contractor support to implement and maintain the new services and workflows.
Update #2 ·
10 October 2025: Posted to Encore III
E2E SMC Tier I/II call resolution, development, sustainment, and maintenance of the ITSM software (presently ServiceNow) and operational support (G3 Ops) to include reoccurring systems checks. All tasks shall be performed in accordance with (IAW) regulations and guidelines addressed in the PWS. SDDC presently utilizes ServiceNow ITSM as ticketing software and is focused on integrating and streamlining end to end workflows and to utilize more of the ServiceNow capabilities such as DevOps Change Velocity integrations for development tools (i.e., GitLab), Information Technology Operations Management (ITOM) for real time health monitoring and firewall tracking, Information Technology Asset Management (ITAM) for centralized tracking of assets to include Hardware and Software, and Strategic Portfolio Management (SPM) for project management, routing and tracking; all of which will require contractor support to implement and maintain the new services and workflows.
Update #1 ·
E2E SMC Tier I/II call resolution, development, sustainment, and maintenance of the ITSM software (presently ServiceNow) and operational support (G3 Ops) to include reoccurring systems checks. All tasks shall be performed in accordance with (IAW) regulations and guidelines addressed in the PWS. SDDC presently utilizes ServiceNow ITSM as ticketing software and is focused on integrating and streamlining end to end workflows and to utilize more of the ServiceNow capabilities such as DevOps Change Velocity integrations for development tools (i.e., GitLab), Information Technology Operations Management (ITOM) for real time health monitoring and firewall tracking, Information Technology Asset Management (ITAM) for centralized tracking of assets to include Hardware and Software, and Strategic Portfolio Management (SPM) for project management, routing and tracking; all of which will require contractor support to implement and maintain the new services and workflows.
Files
| File | Type | Posted |
|---|---|---|
| 2025.09.04 E2E SAM.gov Update.pdf | ||
| 2023.10.19 E2E SMC RFI Q&A.pdf | ||
| 2023.10.03 E2E_SMC RFI.pdf | ||
| 2023.10.03 E2E SMC PWS.pdf |
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