RFI-Market Research Related to Atlassian Tool Suite Service/Help Desk (Level II)

PLEASE NOTE: THIS IS AN REQUEST FOR INFORMATION (RFI) ONLY. The information provided in this RFI is subject to change and is not binding on the Government. The USAF has not made a commitment to procure any of the items discussed, and release of this RFI should not be construed as such a commitment or as authorization to incur cost for which reimbursement would be required or sought. All submissions become Government property and will not be returned. Market Research for Atlassian Tool Suite Service Desk - LEVEL II: GENERAL SCOPE Business and Enterprise System (BES) is pursuing an Agile philosophy to accelerate development and deployment of value to the DoD end-users. A crucial challenge to becoming Agile is the use of a standard set of software development tools. Previously, many BES Capability Delivery Teams (CDTs) used the Atlassian tools hosted on the Defense Intelligence Information Enterprise (DI2E). However, the BES programs are now transitioning from the DI2E to the BAT instance. When the transition is complete the BES Atlassian Tool Suite (BAT) is expected to support over 3,000 users, from 75 CDTs and 180 projects. The Government is seeking to understand Service Desk capabilities to support BAT customers. Note: BES CDTs primarily use the Scrum Agile framework. Not all BAT users are associated with a CDT. The BAT Service Desk provider would support personnel weekdays across two time zones, Central and Eastern. The BAT is on the Non-Classified Internet Protocol Router Network (NIPRNet). The BAT has a three-tiered service desk. Level I is the initial point of contact for service requests or incidents by logging all items in the Atlassian Jira Service Manager (JSM) ticket management system. Level I is responsible for requests related to access management, event management, and incident management. Note the term - request may come in many forms to include but not limited to a direct phone call, an email, or a ticket submitted through the Jira Service Desk portal. The terms - request and - ticket are used interchangeably. The Level I Service Desk will transfer requests they cannot resolve or requests that require further investigation and analysis to the Contractor for Level II support. Level II support, in addition to supporting the access, event and incident management tickets the Level I team cannot resolve, includes problem management and request management.