IT Monitoring and ITSM

Background
The IRS Internal Revenue Workflow Optimization, Requests, and Knowledge System (IRWorks) program was established to ensure a foundational platform and strategy existed to drive easy integration of workflow optimization modules within the IRS technology baseline while supporting the advancement of IRS core enterprise operational capabilities. Accordingly, the FedRAMP-authorized ServiceNow cloud-based computing platform was chosen to replace multiple legacy IT service management tools that collectively make up the Knowledge Incident/Problem Service and Asset Management (KISAM) system. This system is composed of multiple Commercial Off The Shelf (COTS) software packages, including those supporting hardware and software asset management, several critical ITSM practices, and the Help Desk function.

Work Details
This Source Sought Notice (SSN) is for market research purposes only and is issued solely for information and planning purposes. It does not constitute a Request for Quotation (RFQ) or a promise to issue a RFQ in the future. The purpose of the potential acquisition is to obtain a Contractor(s) to provide implementation, consulting, transformation, deployment, offering creation, adoption, and ongoing management of the IRWorks platform for enterprise service management and IT. The IRS is seeking industry advice on methodologies to enable the rapid adoption of Service Now product lines, platform management, governance, and the use of automation for developmental testing and continuous monitoring. No decision has yet been made regarding the acquisition strategy or the small business strategy for this requirement.