Nformation technology service management (itsm) solution

The Department of State Office of Acquisition Management is seeking a comprehensive Information Technology Service Management (ITSM) solution through a Request for Information (RFI) targeting a commercial-off-the-shelf (COTS) platform. The solution must support IT service delivery, support requests, and incident management for the department's globally distributed workforce. Key requirements include a cloud-based platform certified at FedRAMP-Moderate and DOD Impact Level 5, with robust security features such as field-level data encryption, third-party API integration, and policy-based access controls. Vendors must submit detailed responses by May 30, 2025, at 12:00 PM EST, with specific page limits for Company Information (1 page), Capability Assessment (15 pages), and Past Experience (5 pages). The evaluation will focus on the platform's ability to support 200,000 service requests per day, provide a mobile application, offer a centralized service catalog, and demonstrate experience deploying similar solutions in federal agencies.

The pre-solicitation notice indicates no specific set-aside designations, and the anticipated NAICS code is 541519 for Other Computer Related Services, with a small business size standard of $34.0 million in gross receipts. While no specific award value is mentioned, the platform must support a large-scale enterprise environment with comprehensive IT service management capabilities. The solution is expected to include a mobile application, centralized service catalog, and ability to handle extensive daily service requests. The government emphasizes that this is a market research effort and does not guarantee a contract award. The procurement will likely be structured under the PSC category 7A21 for IT and Telecom Business Application Software, focusing on a perpetual license software model for a comprehensive ITSM platform.