Enterprise Service Management (ESM) Deployment and Professional Services
Closed Solicitation Posted
This opportunity was awarded. See the award notice from .
- Solicitation number
- ABMCFY26_ESMDeployment
- Agency
- Not on record
- Responses due
- Set-aside
- No set-aside
Opportunity facts
- NAICS code
- 541519 Other Computer Related Services
- Place of performance
- Virginia 22201, United States
- Points of contact
-
- Anna Nereng nerenga@abmc.gov (703) 584-1558
- Jessica Young youngj.ctr@abmc.gov
Notice details come from SAM.gov. Updated .
About this opportunity
The American Battle Monuments Commission seeks deployment, configuration, migration, integration, and one-year maintenance of Freshworks enterprise service management software and professional services, with proposals due August 25, 2026 at 11:59 PM Eastern. This is an RFQ issued as a combined synopsis/solicitation under FAR subpart 12.6 with no small business set-aside; NAICS 541519 applies with a $34.0 million size standard.
Place of performance is Arlington, Virginia, with work extending to 29 overseas cemetery and memorial sites across 17 countries. The contractor must migrate approximately 15,000 legacy tickets from the current ManageEngine environment and deploy Freshworks to support IT service management, enterprise case management, Microsoft Entra ID authentication, public intake, shared mailbox intake, reporting, automation, audit logging, role-based access control, and phased departmental expansion. Implementation spans six months across four base CLINs; a fifth CLIN covers optional task-based enhancements with contractor-proposed labor categories.
Key Personnel performing configuration or administrative work must be U.S.-based and require favorable Tier 1 security clearance adjudication and ABMC system access approval. All configuration and administrative work must be performed by U.S.-based staff. Proposals must include an executive summary, technical approach, implementation plan, contractor responsibility statement, dependencies, operations and maintenance approach, corporate experience with at least three examples from the past five years, and key personnel qualifications in Volume I; Volume II must contain firm fixed pricing for CLINs 0001–0004 and labor-category rates for optional CLIN 0005, excluding software license costs.
Evaluation uses a best-value tradeoff with non-price factors (Technical Approach, Implementation and Sustainment Approach, Key Personnel qualifications, and Corporate Experience and Past Performance) weighted as more important than price. Quotes submit via email to youngj.ctr@abmc.gov and nerenga@abmc.gov.
Notice text
4 versions
Update #4 · Latest ·
This Combined Synopsis/Solicitation is updated as of Monday, August 24, 2026 to extend the due date to 11:59PM on Tuesday, August 25, 2026 and to provide updated Questions and Answers.
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This Combined Synopsis/Solicitation is updated as of Tuesday, August 18, 2026 to extend the submission due date to Friday, August 21, 2026 at 10AM Eastern Time.
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This Combined Synopsis/Solicitation is updated as of Thursday, August 13, 2026. Responses to questions presented under this solicitation are not provided as relevant information is present in the Performance Work Statement. Offerors are encouraged to review the description of the SAM.gov posting and all attached documents in their entirety when preparing responses. ABMC considers this solicitation package to contain the information necessary for offerors to formulate a response.
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This is a combined synopsis/solicitation for commercial products or commercial services prepared in accordance with the format in subpart 12.6, as supplemented with additional information included in this notice. This announcement constitutes the only solicitation; proposals are being requested and a written solicitation will not be issued.
The solicitation number is ABMCFY26_ESMDeployment and is issued a request for quote (RFQ).
The solicitation document and incorporated provisions and clauses are those in effect through Federal Acquisition Circular 2026-01.
There is no small business set-aside for this requirement and the associated NAICS is 541519 and size standard of $34.0M.
ABMC requires a Contractor to deploy, configure, migrate, integrate, secure, train, roll out, operate, and maintain Freshworks products at ABMC. Contractor shall perform all implementation and sustainment tasks. ABMC will approve changes, provide approved access and source data, validate deliverables, and make acceptance decisions.
Freshworks deployment shall support ABMC’S enterprise service management (ESM) objectives including: IT service management, enterprise case management, Microsoft Entra ID authentication, public intake, shared mailbox intake, reporting, automation, audit logging, role based access control, and phased expansion to ABMC departments and global sites.
This is Part 2 to Part 1 for Enterprise Service Management Licenses, Notice ID "377372." This Part 2 PWS excludes software licenses.
FAR provision 52.212-1, Instructions to Offerors-Commercial Products and Commercial Services, applies to this acquisition.
FAR provision at 52.212-2, Evaluation-Commercial Products and Commercial Services. The evaluation criteria is set forth in the attachment labeled "Proposal and Evaluation Instructions."
Offerors may use their active SAM.gov registration to satisfy the requirements at FAR 52.212-3, Offeror Representations and Certifications-Commercial Products and Commercial Services.
FAR 52.212-4, Contract Terms and Conditions-Commercial Products and Commercial Services, applies to this acquisition.
FAR 52.212-5, Contract Terms and Conditions Required To Implement Statutes or Executive Orders-Commercial Products and Commercial Services, applies to this acquisition.
Additional contract requirements or terms and conditions (such as contract financing arrangements or warranty requirements) as determined by the contracting officer may be necessary for this acquisition, will be consistent with customary commercial practices.
Quotes are due to ABMC by 10AM Eastern Time on Friday, August 21, 2026 to youngj.ctr@abmc.gov and nerenga@abmc.gov.
Questions are due by 10AM Eastern on Wednesday, August 5, 2026 to youngj.ctr@abmc.gov and nerenga@abmc.gov.
Offerors shall label the subject of their emails with "ABMCFY26_ESMDeployment."
Update #3 ·
This Combined Synopsis/Solicitation is updated as of Tuesday, August 18, 2026 to extend the submission due date to Friday, August 21, 2026 at 10AM Eastern Time.
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This Combined Synopsis/Solicitation is updated as of Thursday, August 13, 2026. Responses to questions presented under this solicitation are not provided as relevant information is present in the Performance Work Statement. Offerors are encouraged to review the description of the SAM.gov posting and all attached documents in their entirety when preparing responses. ABMC considers this solicitation package to contain the information necessary for offerors to formulate a response.
-----------------------------------------------------------------------------------------------------------------------
This is a combined synopsis/solicitation for commercial products or commercial services prepared in accordance with the format in subpart 12.6, as supplemented with additional information included in this notice. This announcement constitutes the only solicitation; proposals are being requested and a written solicitation will not be issued.
The solicitation number is ABMCFY26_ESMDeployment and is issued a request for quote (RFQ).
The solicitation document and incorporated provisions and clauses are those in effect through Federal Acquisition Circular 2026-01.
There is no small business set-aside for this requirement and the associated NAICS is 541519 and size standard of $34.0M.
ABMC requires a Contractor to deploy, configure, migrate, integrate, secure, train, roll out, operate, and maintain Freshworks products at ABMC. Contractor shall perform all implementation and sustainment tasks. ABMC will approve changes, provide approved access and source data, validate deliverables, and make acceptance decisions.
Freshworks deployment shall support ABMC’S enterprise service management (ESM) objectives including: IT service management, enterprise case management, Microsoft Entra ID authentication, public intake, shared mailbox intake, reporting, automation, audit logging, role based access control, and phased expansion to ABMC departments and global sites.
This is Part 2 to Part 1 for Enterprise Service Management Licenses, Notice ID "377372." This Part 2 PWS excludes software licenses.
FAR provision 52.212-1, Instructions to Offerors-Commercial Products and Commercial Services, applies to this acquisition.
FAR provision at 52.212-2, Evaluation-Commercial Products and Commercial Services. The evaluation criteria is set forth in the attachment labeled "Proposal and Evaluation Instructions."
Offerors may use their active SAM.gov registration to satisfy the requirements at FAR 52.212-3, Offeror Representations and Certifications-Commercial Products and Commercial Services.
FAR 52.212-4, Contract Terms and Conditions-Commercial Products and Commercial Services, applies to this acquisition.
FAR 52.212-5, Contract Terms and Conditions Required To Implement Statutes or Executive Orders-Commercial Products and Commercial Services, applies to this acquisition.
Additional contract requirements or terms and conditions (such as contract financing arrangements or warranty requirements) as determined by the contracting officer may be necessary for this acquisition, will be consistent with customary commercial practices.
Quotes are due to ABMC by 10AM Eastern Time on Friday, August 21, 2026 to youngj.ctr@abmc.gov and nerenga@abmc.gov.
Questions are due by 10AM Eastern on Wednesday, August 5, 2026 to youngj.ctr@abmc.gov and nerenga@abmc.gov.
Offerors shall label the subject of their emails with "ABMCFY26_ESMDeployment."
Update #2 ·
This Combined Synopsis/Solicitation is updated as of Thursday, August 13, 2026. Responses to questions presented under this solicitation are not provided as relevant information is present in the Performance Work Statement. Offerors are encouraged to review the description of the SAM.gov posting and all attached documents in their entirety when preparing responses. ABMC considers this solicitation package to contain the information necessary for offerors to formulate a response.
-----------------------------------------------------------------------------------------------------------------------
This is a combined synopsis/solicitation for commercial products or commercial services prepared in accordance with the format in subpart 12.6, as supplemented with additional information included in this notice. This announcement constitutes the only solicitation; proposals are being requested and a written solicitation will not be issued.
The solicitation number is ABMCFY26_ESMDeployment and is issued a request for quote (RFQ).
The solicitation document and incorporated provisions and clauses are those in effect through Federal Acquisition Circular 2026-01.
There is no small business set-aside for this requirement and the associated NAICS is 541519 and size standard of $34.0M.
ABMC requires a Contractor to deploy, configure, migrate, integrate, secure, train, roll out, operate, and maintain Freshworks products at ABMC. Contractor shall perform all implementation and sustainment tasks. ABMC will approve changes, provide approved access and source data, validate deliverables, and make acceptance decisions.
Freshworks deployment shall support ABMC’S enterprise service management (ESM) objectives including: IT service management, enterprise case management, Microsoft Entra ID authentication, public intake, shared mailbox intake, reporting, automation, audit logging, role based access control, and phased expansion to ABMC departments and global sites.
This is Part 2 to Part 1 for Enterprise Service Management Licenses, Notice ID "377372." This Part 2 PWS excludes software licenses.
FAR provision 52.212-1, Instructions to Offerors-Commercial Products and Commercial Services, applies to this acquisition.
FAR provision at 52.212-2, Evaluation-Commercial Products and Commercial Services. The evaluation criteria is set forth in the attachment labeled "Proposal and Evaluation Instructions."
Offerors may use their active SAM.gov registration to satisfy the requirements at FAR 52.212-3, Offeror Representations and Certifications-Commercial Products and Commercial Services.
FAR 52.212-4, Contract Terms and Conditions-Commercial Products and Commercial Services, applies to this acquisition.
FAR 52.212-5, Contract Terms and Conditions Required To Implement Statutes or Executive Orders-Commercial Products and Commercial Services, applies to this acquisition.
Additional contract requirements or terms and conditions (such as contract financing arrangements or warranty requirements) as determined by the contracting officer may be necessary for this acquisition, will be consistent with customary commercial practices.
Quotes are due to ABMC by 10AM Eastern Time on Wednesday, August 19, 2026 to youngj.ctr@abmc.gov and nerenga@abmc.gov.
Questions are due by 10AM Eastern on Wednesday, August 5, 2026 to youngj.ctr@abmc.gov and nerenga@abmc.gov.
Offerors shall label the subject of their emails with "ABMCFY26_ESMDeployment."
Update #1 ·
This is a combined synopsis/solicitation for commercial products or commercial services prepared in accordance with the format in subpart 12.6, as supplemented with additional information included in this notice. This announcement constitutes the only solicitation; proposals are being requested and a written solicitation will not be issued.
The solicitation number is ABMCFY26_ESMDeployment and is issued a request for quote (RFQ).
The solicitation document and incorporated provisions and clauses are those in effect through Federal Acquisition Circular 2026-01.
There is no small business set-aside for this requirement and the associated NAICS is 541519 and size standard of $34.0M.
ABMC requires a Contractor to deploy, configure, migrate, integrate, secure, train, roll out, operate, and maintain Freshworks products at ABMC. Contractor shall perform all implementation and sustainment tasks. ABMC will approve changes, provide approved access and source data, validate deliverables, and make acceptance decisions.
Freshworks deployment shall support ABMC’S enterprise service management (ESM) objectives including: IT service management, enterprise case management, Microsoft Entra ID authentication, public intake, shared mailbox intake, reporting, automation, audit logging, role based access control, and phased expansion to ABMC departments and global sites.
This is Part 2 to Part 1 for Enterprise Service Management Licenses, Notice ID "377372." This Part 2 PWS excludes software licenses.
FAR provision 52.212-1, Instructions to Offerors-Commercial Products and Commercial Services, applies to this acquisition.
FAR provision at 52.212-2, Evaluation-Commercial Products and Commercial Services. The evaluation criteria is set forth in the attachment labeled "Proposal and Evaluation Instructions."
Offerors may use their active SAM.gov registration to satisfy the requirements at FAR 52.212-3, Offeror Representations and Certifications-Commercial Products and Commercial Services.
FAR 52.212-4, Contract Terms and Conditions-Commercial Products and Commercial Services, applies to this acquisition.
FAR 52.212-5, Contract Terms and Conditions Required To Implement Statutes or Executive Orders-Commercial Products and Commercial Services, applies to this acquisition.
Additional contract requirements or terms and conditions (such as contract financing arrangements or warranty requirements) as determined by the contracting officer may be necessary for this acquisition, will be consistent with customary commercial practices.
Quotes are due to ABMC by 10AM Eastern Time on Wednesday, August 19, 2026 to youngj.ctr@abmc.gov and nerenga@abmc.gov.
Questions are due by 10AM Eastern on Wednesday, August 5, 2026 to youngj.ctr@abmc.gov and nerenga@abmc.gov.
Offerors shall label the subject of their emails with "ABMCFY26_ESMDeployment."
Files
| File | Type | Posted |
|---|---|---|
| ABMCFY26_ESMDeployment Questions and Answers_Aug 24.pdf | ||
| PWS - Freshservice Part 2 for Professional Services.pdf | ||
| ABMCFY26_ESMDeployment Questions and Answers.xlsx | XLSX spreadsheet |
Notice history
| Notice | Type | Posted |
|---|---|---|
| Enterprise Service Management (ESM) Deployment and Professional Services | Award Notice | |
| This notice | Solicitation |
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