Enterprise Service Management (ESM) Licenses
Closed Solicitation Posted
This opportunity was awarded. See the award notice from .
- Solicitation number
- 377372
- Agency
- Not on record
- Responses due
- Set-aside
- No set-aside
Opportunity facts
- NAICS code
- 513210 Software Publishers
- Place of performance
- Virginia 22201, United States
- Points of contact
-
- Jessica Young youngj.ctr@abmc.gov
Notice details come from SAM.gov. Updated .
About this opportunity
The American Battle Monuments Commission seeks a consolidated, cloud-based Enterprise Service Management (ESM) platform—Freshworks or equal—with quotes due July 15, 2026 and questions due June 23. The procurement is on a brand-name-or-equal basis; ABMC has determined that limiting competition is appropriate and documented the rationale in the contract file. This is not a small-business set-aside.
Place of performance is Arlington, Virginia, with all work performed remotely using ABMC-approved collaboration tools. The solution must support approximately 550 internal users and designated agents, integrate with Microsoft 365 E5 and Microsoft Entra ID, support secure public-facing intake where required, and enable consistent intake, routing, Service Level Agreement (SLA) management, reporting, automation, and role-based access control. Key personnel must obtain ABMC Tier 1 suitability clearance within two weeks of project kickoff and be U.S.-based due to access to sensitive configurations.
The contract spans a base year plus four option years. CLIN 0001 provides Freshworks software subscriptions including 12 Freshservice Pro Agent licenses, 15–70 Freshservice Business Agent licenses (depending on year), and 10 Freshdesk Pro Agent licenses supporting approximately 2,500 IT assets. CLINs 0002–0004 cover ITSM foundation implementation, ManageEngine migration, departmental workflow configuration, and platform optimization as firm-fixed-price efforts. CLIN 0005 is an optional Freddy AI add-on. CLIN 0006 provides optional on-demand consulting and configuration services via written task orders. CLIN 0007 delivers operations and maintenance support during the base year and all option periods.
Evaluation uses a best-value tradeoff approach prioritizing technical approach, implementation and project management methodology, corporate experience, and price. The NAICS code is 513210, Software Publishers; PSC is DA10, IT and Telecom—Business Application/Application Development Software as a Service.
Notice text
2 versions
Update #2 · Latest ·
This is a combined synopsis/solicitation for commercial products or commercial services prepared in accordance with part 12. This announcement constitutes the only solicitation. Offers are being requested and a separate written solicitation will not be issued.
Solicitation number 337372 is issued as a request for quotation (RFQ) for commercial off the shelf enterprise service management subscription licenses to support IT service management and designated business use cases. The offeror’s proposed software solution shall support integration with Microsoft 365 E5 and Microsoft Entra ID and provide the product capabilities needed for ABMC’s future implementation effort.
This acquisition is not set-aside for small business concerns. This solicitation incorporates provisions and clauses by reference. The full text of provisions and clauses may be accessed electronically at www.acquisition.gov.
A detailed description of the requirements are in the attached Performance Work Statement. Questions are due no later than end of day, Friday, July 10, 2026. Questions submitted after this date may be considered; however, the Government does not guarantee a timely response.
Quotes are due no later than 10AM Eastern Time on Wednesday, July, 15, 2026, to youngj.ctr@abmc.gov.
Update #1 ·
This is a combined synopsis/solicitation for commercial products or commercial services prepared in accordance with part 12. This announcement constitutes the only solicitation. Offers are being requested and a separate written solicitation will not be issued.
Solicitation number 337372 is issued as a request for quotation (RFQ) for a consolidated, cloud-based Commercial-Off-The-Shelf (COTS) Freshworks enterprise service management (ESM) platform, or equal, to replace its existing ITSM solution and implement standardized customer and enterprise case management capabilities across the agency.
The solution must support approximately 550 internal users and designated agents, public media and historical service inquiries, and enable consistent intake, routing, Service Level Agreement (SLA) management, reporting, automation, and role-based access control. The platform must integrate with Microsoft 365 E5 and Microsoft Entra ID, support secure public-facing intake where required, and provide enterprise-grade auditability and data governance.
This requirement is issued on a brand name, or equal, basis for the Freshworks platform. ABMC has determined that limiting competition is appropriate and the supporting rationale is documented and maintained in the contract file.. See attached Performance Work Statement for complete details.
This acquisition is not set-aside for small business concerns. This solicitation incorporates provisions and clauses by
reference. The full text of provisions and clauses may be accessed electronically at www.acquisition.gov.
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Questions are due no later than end of day, Tuesday, June 23, 2026. Questions submitted after this date may be considered; however, the Government does not guarantee a timely response.
Quotes are due no later than end of day, Friday, July 10, 2026, to youngj.ctr@abmc.gov.
Files
| File | Type | Posted |
|---|---|---|
| PWS Freshservice - Part 1 for Licenses.pdf | ||
| PWS - Freshservice v10.pdf | ||
| Questions and Answers Template.xlsx | XLSX spreadsheet |
Notice history
| Notice | Type | Posted |
|---|---|---|
| Enterprise Service Management (ESM) Licenses | Award Notice | |
| This notice | Solicitation |
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