Department of Veterans Affairs (VA) Information Technology Service Management (ITSM) Tool Request for Information (RFI) Introduction This Request for Information (RFI) is issued for information and planning purposes only and does not constitute a solicitation nor does it restrict the government as to the ultimate acquisition approach. In accordance with Federal Acquisition Regulation (FAR) 15.201(e), responses to this notice are not offers and cannot be accepted by the government to form a binding contract. The purpose of this RFI is to identify qualified vendors, who are able to meet Department of Veterans Affairs (VA) requirements for a secure cloud-based ITSM tool. Any contract/order that might be awarded based on information received or derived from this market research will be the outcome of the competitive process. The purpose of this RFI is to obtain market information on capable sources of supply, industry best practices, and input specific to the information provided. The Government is not responsible for any cost incurred by industry in furnishing this information. All costs associated with responding to this RFI will be solely at the interested vendor's expense. Not responding to this RFI does not preclude participation in any future Request for Proposal (RFP), if any is issued. Any information submitted by respondents to this RFI is strictly voluntary. All submissions will become Government property and will not be returned. Interested vendors are responsible for adequately marking proprietary, restricted or competition sensitive information contained in their response. The NAICS code applicable to this acquisition is 518210. The Small Business Size Standard for this NAICS code is $32.5M. Please indicate your company size and socio-economic status under this NAICS. Scope of Work The Department of Veterans Affairs (VA) has a critical need for a secure cloud-based Information Technology Service Management (ITSM) Tool, which enables end-to-end processes across all services and provides real-time, accurate performance information on all aspects of service delivery. The ideal tool will allow the VA to manage roles and business rules rather than physical control of assets and direct software licensing. The toolset shall support the Enterprise Service Desk Automated Call Distribution (ACD) / Interactive Voice Response (IVR) system and Information Technology Infrastructure Library (ITIL) v3 processes (e.g. Incident, Problem, Change, Release, Service Request, Service Level management and reporting, Integrated CMDB / Asset Management, Knowledge Management, etc.). The purpose of having a single provider of cloud-based out-of-the-box ITILv3 implementation will reduce implementation/future upgrade complexity and enables consolidation and automation of service management processes, increased efficiency, lower costs and provide the ability to devote more time to innovating and creating customer-focused solutions. The cloud-based tool should improve business performance by providing VA End Users with expanded and new capabilities that reflect industry standards. ITSM Tool Requirements: Provides a single provider of cloud-based out-of-the-box tool that: Supports approximately 500,000 users Supports ITIL v3 processes (listed below); Supports a third-party ACD/IVR system for Enterprise Service Desk; Includes an integrated CMDB / Asset Management / License Management solution; Provides customer service catalog out-of-the-box which is a consumer like storefront for End Users to request Tier-0 (Self-Service), request IT services and to check progress of Service Requests; Provides reporting, metrics, charts and dashboards out-of-the-box (including ad-hoc); Scalable across the enterprise and capable of rapid configuration; Utilizes standard programming language that does not require proprietary programming; Quickly and easily upgraded with minimal downtime and customer impact; Meets FedRAMP Moderate certification requirements or is in the process of meeting FedRAMP Moderate certification requirements; Meets 508 and PIV compliance requirements; Processes and functions to be supported across the ITIL v3 lifecycle: Service Strategy Strategy Generation Financial Management Demand Management Service Portfolio Management Business Relationship Management Service Design Service Catalog Management Service Level Management Availability Management Capacity Management IT Service Continuity Management Information Security Management Supplier Management Service Transition Transition Planning & Support Change Management Service Asset & Configuration Management Release & Deployment Management Service Validation & Testing Evaluation Knowledge Management Service Operation Event Management Incident Management Request Fulfillment Problem Management Access Management Continuous Service Improvement The 7 improvement process Service Measurement Service Reporting VA OIT ITSM Tool requirements: See attached document titled VA_OIT_ITSM_Tool_Selection_Criteria.PDF VA currently anticipates the following period of performance: 12 months from the date of award, with 4 optional performance years. RFI Response Instructions NOTE: The capability package must be clear, concise, and complete. VA is under no obligation to provide feedback to the company, or to contact the company for clarification of any information submitted in response to this RFI. Provide the following information: Provide Company Information: Company Name CAGE/DUNS Number under which the company is registered in SAM/VetBiz.gov Company Address Point of contact name Telephone number Email address For small business concerns, indicate whether at least 50 percent of the total amount paid by the Government will be paid to firms that are similarly situated. Brief summary describing your company s available tool/solution (business and technical) to meet the requirements, to include; Number of Clients supported. Indicate whether your tool meets all of the requirements identified above (Scope of Work). If not, identify which requirements cannot be met. Identify alternative approaches to meeting the requirements if available. What are your company s processes to satisfy the requirements for adherence to schedule, agility, flexibility, responsiveness, scalable and reliability, service quality and consistency, and continuous improvement? Recommended pricing models addressing required scalability; Rough Order of Magnitude (ROM) pricing for volumes supported by the toolset; Recommended Service Level metrics, targets and measurement windows; Provide additional metrics (if any) that are standard components of your service offering; Describe what customer support (e.g. patches, upgrades, maintenance, etc.) will be included with the ITSM Tool? Describe what implementation, customization and transition services are provided by your organization? Provide 3 qualifications that describe your ability to provide the ITSM tool to clients (no more than one page), that describes how you have provided or currently provide your ITSM tool to an organization of similar size, scope, and complexity. Describe how your tool complies with FedRAMP Moderate certification, 508 and PIV compliance requirements? List any existing contracting vehicles you have with the VA. The Technology Acquisition Center (TAC) point of contact for this RFI is Contract Specialist, Derek Maselli,
[email protected] and Contracting Officer, Kendra Archbald,
[email protected]. Responses to this RFI shall be submitted electronically by 10:00 AM Eastern Standard Time, March 24, 2017 via Virtual Office of Acquisition (VOA), https://www.voa.va.gov/. Interested Vendors are encouraged to register for the Vendor Portal in order to ensure timely transmission of their RFI responses to the Government. The web address for the VOA site is https://www.voa.va.gov/. Interested Vendors must be registered users on the VOA website in order to submit an RFI response. Once Interested Vendors are registered, Interested Vendors can click on the Proposal Dashboard link and within that link click on Add Proposal to open up the form to upload files. The Proposal Type drop down field should be changed to VA118-17-N-1964 to reflect this RFI. For registration or technical issues concerning RFI Response submission, contact
[email protected]. WARNING: Please do not wait until the last minute to submit your responses! To avoid submission of late responses, we recommend the transmission of your response file 24 hours prior to the required response due date and time. Please be advised that timeliness is determined by the date and time an Offeror s response is received by the Government not when an Offeror attempted transmission. Offerors are encouraged to review and ensure that sufficient bandwidth is available on their end of the transmission. All proprietary/company confidential material shall be clearly marked on every page that contains such. VA will not be able to grant any extensions to this RFI.