Description
The Department of Veterans Affairs (VA) is seeking information from industry partners to conduct market research for an IT Service Management (ITSM) Enterprise License Agreement. The VA currently uses ServiceNow as its ITSM tool, but is looking to reduce costs and potentially identify alternative tools that can meet its requirements. The ITSM tool must have FedRAMP High approval, guarantee a minimum uptime of 99.8%, and allow the VA to track license utilization in real-time. The tool must also comply with Section 508 requirements and provide secure software attestation. The VA is seeking responses to a series of questions, including whether any specifications are unachievable by industry, what additional information would be needed to provide a firm fixed price quote, and whether industry has suggestions for replacing ServiceNow with a different tool.
• The ITSM tool must have FedRAMP High approval and guarantee a minimum uptime of 99.8%.
• The tool must allow the VA to track license utilization in real-time and comply with Section 508 requirements.
• The VA is seeking a more structured approach to limit the number of licenses to a maximum of 600,000.
• The ITSM tool must support key stakeholders across the VA enterprise, including OIT, Veterans Benefits Administration, Veterans Health Administration, and National Cemetery Administration.
• The tool must provide a single service management console to support VA service desk operations, event and incident management, and IT-related issues.