Application Lifecycle Support Services for EITSM

The Department of National Defence (DND) is soliciting proposals under the solicitation number W6369-26-P5QE/A for a solutions-based Informatics Professional Services contract to provide application lifecycle support services for the Enterprise Information Service Management (EITSM) tool. This contract encompasses in-service support, routine maintenance, and the implementation of approved changes or enhancements as driven by DND and Canadian Armed Forces users to ensure the EITSM system meets evolving operational and business requirements. The work is to be carried out within the National Capital Region, with delivery and acceptance centered at 101 Colonel By Drive, Ottawa, Ontario. The contract period is proposed from June 22, 2026, through June 21, 2028, with options for two additional one-year extensions. Security requirements stipulate a minimum corporate and individual resource security clearance at the SECRET level. The contract will function under the Solution-Based Informatics Professional Services (SBIPS) Supply Arrangement (PWGSC File EN537-05IT01), indicating a structure akin to an indefinite-delivery/indefinite-quantity (IDIQ) contract with milestone-based pricing. Key elements clarified through multiple amendments include the limited scope of migration support to the forthcoming ITSMv2 tool suite—contractor obligations are confined to existing capabilities without guaranteed deadlines or defined deliverables for the migration, with any dedicated migration efforts subject to separate change requests. A critical performance metric imposed on the contractor is achieving 99.5% system availability, explicitly excluding outages attributable to client actions, third-party infrastructure failures, or force majeure events. Contractual liability has been updated to replace liquidated damages clauses with specific Limitation of Liability clauses applicable to IT/IM services. Proposal submissions are due by March 11, 2026, at 14:00 EST and must be submitted electronically to the Contracting Authority, Elizabeth Kadamani. While formal evaluation factors and detailed pricing information were not disclosed, the solicitation emphasizes service continuity, technical expertise, and responsiveness in application lifecycle management as central to awarding the contract. The contractor will be responsible for delivering support, maintenance, and enhancements demanded by the users, under strict availability and performance standards, with official oversight conducted at the Ottawa site.