DOD US TRANSCOM RFI: End to End Systems Management Center (E2E SMC)

Notice ID TRANSCOM24D001

E2E SMC Tier I/II call resolution, development, sustainment, and maintenance of the ITSM software (presently ServiceNow) and operational support (G3 Ops) to include reoccurring systems checks. All tasks shall be performed in accordance with (IAW) regulations and guidelines addressed in the PWS. SDDC presently utilizes ServiceNow ITSM as ticketing software and is focused on integrating and streamlining end to end workflows and to utilize more of the ServiceNow capabilities such as DevOps Change Velocity integrations for development tools (i.e., GitLab), Information Technology Operations Management (ITOM) for real time health monitoring and firewall tracking, Information Technology Asset Management (ITAM) for centralized tracking of assets to include Hardware and Software, and Strategic Portfolio Management (SPM) for project management, routing and tracking; all of which will require contractor support to implement and maintain the new services and workflows.

The purpose of this contract is to acquire specialized technical and functional support, Tier I and/or Tier II end to end ITSM helpdesk services for the enterprise applications, capability, and business functions. The following applications/equipment shall be supported (Appendix A provides a description of each application):

1. Business Support Container Management (BSCM)
   1. Joint Container Management (JCM)
   2. Pipeline Asset Tool (PAT)
2. Carrier Appointment System (CAS)
3. DoD Table of Distances (DTOD)
4. Transportation Enhanced Access Management System (TEAMS)
5. USTRANSCOM Global Air Transportation Execution System (USTRANSCOM-GATES) Water Port includes G3 OPS
6. Global Freight Management (GFM)
7. Groups Operational Passenger System (GOPAX)
8. Hand Held Terminal (HHT)
9. Integrated Booking System (IBS)
10. Integrated Computerized Deployment System (ICODES) …

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