DOL-OCIO Enterprise Information Technology Service Management Tool & Implementation

THIS IS A REQUEST FOR INFORMATION (RFI) BEING RELEASED PURSUANT TO FEDERAL ACQUISITION REGULATION (FAR) PART 10: MARKET RESEARCH. This RFI is issued for informational, market research, and planning purposes only. It does not constitute a Request for Proposal (RFP) or a promise to issue an RFP in the future. This RFI does not commit the Government to contract for any supply or service whatsoever. Further, the U.S. Dept. of Labor (DOL) is not at this time seeking proposals, and will not accept unsolicited proposals. Respondents are advised that the U.S. Government will not pay for any information or administrative cost incurred in response to this RFI. All costs associated with responding to this RFI will be solely at the responding party's expense. Proprietary information, at this time, is not being requested, and respondents shall refrain from providing proprietary information in response to this RFI. Responses to the RFI will not be returned. Please be advised that all submissions become Government property and will not be returned. Not responding to this RFI does not preclude participation in any future RFP, if any is issued. Responses to this notice are not offers and cannot be accepted by the U.S. Government to form a binding contract, in accordance with FAR 15.201(e). It is the responsibility of the interested parties to monitor this site for additional information pertaining to this RFI. DOL is requesting that responses be concise. As such, only the FIRST TEN (10) PAGES of an RFI response will be reviewed. Supplemental materials such as brochures and product literature are not considered part of the ten (10) pages and may be reviewed in their entirety. Description of Platform Capability and Company Background: The DOL Office of the Chief Information Officer (OCIO) is currently utilizing a self-hosted version of the BMC Remedy system, version 8.1, to manage incidents, problems, and IT service requests generating an average of 17,000 transactions per month, with approximately 1,000 technical users supporting a population of 17,000 end-users. The Remedy system also supports highly customized configuration management, service level management, and knowledge management. The system is currently connected to external sources and apps such as Verizon's eBonding and Business Objects XI server, and uses row-level security to provide carve-outs to several organizations for their own use of Remedy. DOL-OCIO is exploring options of moving to a cloud-based Information Technology Service Management (ITSM) - Information Technology Infrastructure Library (ITIL) based solution. The ITSM tool could be expanded to other organizations within DOL and the platform may be more broadly used than the current instance of Remedy. DOL-OCIO may consider enabling the following capabilities: single sign-on (through integration with Active Directory), Configuration Management Database, asset management, self-service portals, service catalog management, and flashboards/dashboards. Future support could expand to 20,000 transactions per month, with approximately 1,500 technical users supporting a population of 22,000 end-users. Respondents interested in providing a response to this RFI should submit information which clearly describes the following ((1) thru (14)): Please provide information addressing the following questions and requirements regarding your ITIL-based ITSM tool/platform: 1) Describe how your ITSM tool/platform provides support for the following ITSM core areas and how it aligns to the Information Technology Infrastructure Library (ITIL) framework: a) Incident Management b) Problem Management c) Change Management d) Service Catalog/Request Management e) Service Level Management f) Operating Level Agreement g) Contract Management h) Funds Allocations i) Asset Management j) Software Management k) knowledge Management l) IT System Discovery m) Configuration Management Database (CMDB) n) Self-service o) Mobile request submission and status update p) Customer Satisfaction Surveys q) Dashboards/flashboards and reporting r) Single sign-on s) Sandboxed use for different organizations to have their own instances t) Role base views: Read/Modify of selected Modules u) Integration across different modules v) Integration with external data sources/applications 2) Does your ITSM tool set provide a secure connection via FedRamped services? 3) How does your ITSM tool/platform provide user authentication using a single sign-on/DHS Personal Identity Verification (PIV) card authentication model? 4) Describe how your ITSM tool/platform would establish and maintain connections between your system and the DOL authentication and cloud email systems, so your tool/platform can authenticate technicians and end-users, and be configured to transmit automated email notifications (e.g. for requests entering a user's queue, for pending user account password expirations, etc.). 5) Describe how your ITSM tool/platform implements role-based access controls and how granular those controls are. 6) Describe how your ITSM tool/platform handles desktop remote administration and whether it uses built-in functionality or integrates with tools such as System Center Configuration Management, Remote Desktop, GoToAssist, Bomgar, etc. 7) Describe how your ITSM tool/platform supports separate development/test, pre-production, and production environments. 8) Describe the level of availability (up-time), redundancy, and scalability provided by your ITSM tool/platform. 9) How does your ITSM tool/platform allow for customized configuration by government-designated administrators? a) How granular are the allowable changes? b) Are changes to all parts of the system allowed or are the changes limited because of a shared platform with other businesses? c) What are the on-prem requirements? d) Is training/knowledge transfer available for configuration modifications/operational usage? 10) Does your ITSM tool/platform complete minor version (.X) software upgrades within 90 days of release, and major version (X.0) software upgrades within 180 days of release? 11) Does your ITSM tool/platform allow the government to have full ownership rights to the data within the system? If so, is the government authorized to read, write, add, update, and delete data contained therein? And may the government have the right to delegate its system access authority to any DOL government or Contractor entity that it deems appropriate? If not, please describe your data ownership and other related policies. 12) Does your ITSM tool/platform ensure that all elements of the System comply with Section 508 Amendment to the Rehabilitation Act of 1973? 13) In general terms, describe your approach to migrating the current DOL-OCIO ITSM tool to your cloud ITSM tool/platform, and what would be an approximate time required for the transition/migration? 14) Please provide the following company and general tool/platform information: a) Information about your organization i) Company name ii) Company size iii) Company history b) Range of IT products offered c) Information Technology Service Management tool/platform offering experience/history d) Are there any anticipated mergers or acquisitions pending? e) Have you supplied to customers in a similar industry, with a similar potential profile, that would act as a reference site for you? If so then please state at least three (3). f) Total number of installations of the version of the software being proposed which have been carried out by your organization? g) Describe any third party alliances/relationships h) Do you offer discounts for volume purchases? i) Do you levy any charges for software or services during the evaluation period? j) Do you offer implementation/integration services for the ITSM tool/platform? k) Provide any additional information about the Information Technology Service Management product you have identified and how it provides support for the Information Technology Service Management core areas identified. RESPONSES: Please submit responses and information via email to Ronnie Jordan, Contract Specialist, at Jordan.ronald.j@dol.gov. You may also submit supplemental materials such as brochures and product literature to the above email addresses.