Integrated IT Service Management (ITSM) and Customer/Case Relationship Management (CRM)

The American Battle Monuments Commission (ABMC) is seeking preliminary market research information from capable and reliable sources to gain knowledge of potential qualified business sources capable of providing Integrated IT Service Management (ITSM) and Customer/Case Relationship Management (CRM) Platform. The platform should support agency-wide internal service delivery and external inquiry management. The key requirements include migration from ManageEngine ITSM, deployment of a modern, cloud-based enterprise ITSM and CRM suite, and deployment of multiple departmental CRM workflows. The platform must also support FedRAMP Moderate or equivalent information security audits and certifications, U.S.-based hosting boundary for all federal data, Azure AD / Entra ID integration for SSO and MFA, and Role Based Access Control (RBAC) with granular permissions and separation of duties. • The platform should replace ManageEngine ITSM and introduce CRM/case workflows for multiple business units. • The platform should provide consistent intake, triage, routing, and resolution processes. • The platform should support ~550 internal users and 10 IT agent licenses for ITSM. • The platform should support ~550 internal users and approximately 60-80 agents for other workflows. • The platform should receive, track, and close external and internal inquiry workflows. • The platform should meet federal security, accessibility, and compliance requirements.