Information Technology Service Management (ITSM) Solution

Background
The U.S. Department of State, through its Bureau of Diplomatic Technology (DT), is seeking to gather information on the capabilities of vendors to provide a comprehensive Information Technology Service Management (ITSM) platform. This platform is intended to support IT service delivery, support requests, and incident management for the Department's globally distributed workforce.

The mission of the Bureau is to deliver secure and efficient IT services across over 300 sites and 275 missions worldwide, ensuring compliance with federal security requirements while being flexible and scalable to meet diverse needs.

Work Details
The RFI outlines the need for a commercial-off-the-shelf (COTS) ITSM solution that meets specific functional requirements, including:
- A unified platform from a single Original Equipment Manufacturer (OEM).
- Software tools for organizational management and data management down to the field level.
- Third-party integration capabilities via APIs.
- Cloud-based solution certified at FedRAMP-Moderate and DOD Impact Level 5 or higher with data encryption capabilities.
- Support for access management with policy-based controls for user permissions.
- Core ITSM functionalities including incident management, change management, knowledge management, problem management, and service level management (SLA).
- Performance metrics such as 99.9% availability and support for high volumes of service requests.
- User interface features including mobile access and centralized service catalog.

Place of Performance
Services are expected to be delivered globally across various locations where the Department of State operates.