US USSOCOM RFI: Information Technology Service Management (ITSM)

Notice ID:  RFI03062024KDC4IAS

The United States (US) Special Operations Command (USSOCOM) is conducting market research to assist in understanding the capabilities available in the marketplace relevant to consolidated solutions based around Information Technology (IT) Service Management (ITSM).

This Request for Information (RFI) seeks to identify ITSM solutions that offer workflow management enabling organizations to plan, manage, report on, and deliver IT services and related digital experiences. The scope of this effort includes core services currently hosted in our on-premises and commercial cloud environments.

Required Capabilities include –

Change Management:

• Change impact, including services, service offerings, and business applications, should be automatically derived based on one or more Configuration Items (CIs).
• Dynamically triggering change approval policies and detecting change conflicts, including blackout schedules, maintenance schedules, CI changes, and overlapping resource assignments.
• Automated scheduling assistant for identifying conflict-free time spans for implementing changes.
• Detecting unauthorized changes and flagging them for review/remediation.
• Provide actionable insights into change operations and easily identify process bottlenecks.

Incident Management:

• Logging incidents via email, web portal, chat, mobile app, and virtual agent.
• The system should include the ability to display relevant knowledge articles during incident creation.
• Automatic categorization and assignment of incidents.
• Track past and current incident records that are similar to the current incident.
• A mobile app for agents to update records, coordinate with coworkers, track locations, and work offline.
• Dependency views to identify affected services during incidents and aid in investigation.
• On-call schedules and escalation policies setup.
• Communication features or 3rd party integration for notifications via SMS, voice mails, chat messages, and conference calls.

Walk-up Experience:

• The solution should provide functionality to support an IT walk-up or scheduled service on-site or virtually.
• Users should be able to view, check-in, and get details about walk-up queue locations on their mobile devices …

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