SOURCES SOUGHT
99 -- USPS OIG RFI - Enterprise IT Service Management
- Notice Date
- 9/28/2022 4:54:17 AM
- Notice Type
- Sources Sought
- Contracting Office
- POSTMASTER KINGSBURY TX 78638-9998 USA
- ZIP Code
- 78638-9998
- Solicitation Number
- 6HQOIG-22-A-0011
- Response Due
- 10/11/2022 2:00:00 PM
- Point of Contact
- Robert John, Phone: 5714381655
- E-Mail Address
-
rjohn@uspsoig.gov
(rjohn@uspsoig.gov)
- Description
- The United States Postal Service Office of Inspector General (OIG) is looking for a Supplier who can provide a full-scope enterprise service management solution which satisfies the requirements listed below. To support agency processes and functions, the USPS OIG OCIO is seeking a service management solution which provides the OIG with the ability to deliver, support, track, and manage the following capabilities: ��� �Customer Management ��� �Service Catalog Management ��� �Knowledge Management ��� �Incident Management / Request Fulfillment ��� �Change / Release Management ��� �Problem Management ��� �Asset / Configuration Management The OIG is performing market research to identify Suppliers capable of providing Enterprise Service Management solutions. �The requirements are listed below and detailed in Attachment 2, �ITSM Requirements 20220908�: A.�� � Customer Management � �a.�� �Identify customers, customer organizational assignment, support agents, support teams, etc. by unique ID (to avoid orphan records during agency re-organization) � �b.�� �Link / relate incidents, service requests, and assets to customer records (for historical tracking / reporting) B.�� � Service Catalog Management � �a.�� �Provide service catalog capabilities across all functional areas (identified in Section 2) � �b.�� �Identify specific services (within each capability identified in Section 2) available to customers � �c.�� �Filter service catalog features based on a customer�s organizational assignment C.�� � Knowledge Management � �a.�� �Provide knowledge management capabilities (e.g., knowledge base) to document approved solutions, customer self-help, configuration documentation, etc. � �b.�� �Filter knowledge base visibility based on a customer�s organizational assignment D.�� � Incident Management / Request Fulfillment � �a.�� �Track / manage / report on incidents and service requests by priority, customer classification (e.g., executive, VIP, etc.), ticket classification, status (e.g., new, work in progress, pending, etc.) � �b.�� �Link / relate incidents and service requests to change, problem, asset, and configuration records � �c.�� �Auto-generate tasks for incidents and service requests based on classification � �d.�� �Track / manage / report on tasks related to incidents and service requests assigned to functional areas / agents � �e.�� �Identify status of incidents and service requests through their respective life cycles across all functional areas (identified in Section 2) � �f.�� �Provide templates for common incident / request activities; ability to auto-select templates based on classification � �g.�� �Clone / replicate incident and request records E.�� � Change / Release Management � �a.�� �Track / manage / report on changes / releases by priority, classification, status, scheduled release date, etc. � �b.�� �Auto-generate tasks for changes based on classification � �c.�� �Identify status of changes through their lifecycles across functional areas F.�� � Problem Management � �a.�� �Track / manage / report on problems by priority, classification, status, etc. � �b.�� �Auto-generate tasks for problems based on classification � �c.�� �Identify status of problems through their lifecycles across functional areas G.�� � Asset / Configuration Management � �a.�� �Track and manage a variety of enterprise hardware and software assets (IT assets, Facility assets, Investigative assets) � �b.�� �Maintain unique asset numbers (OIG assigned by asset tag / sticker) � �c.�� �Add new assets to inventory � � � �i.�� �Individually � add assets manually (with required fields) � � � �ii.�� �Bulk � upload list of assets when received in bulk � �d.�� �Assign assets to staff members � � � �i.�� �Individually � assign a single asset � � � �ii.�� �Bulk � select multiple assets and assign at once � �e.�� �Re-assign assets from one staff member to another staff member � � � �i.�� �Individually � re-assign a single asset � � � �ii.�� �Bulk � select and re-assign multiple assets � � � �iii.�� �Full � re-assign all assets from one staff member to another � �f.�� �Return assigned assets to inventory � � � �i.�� �Individually � return a single asset to inventory � � � �ii.�� �Bulk � select and return multiple assets to inventory � � � �iii.�� �Full � return all assigned assets to inventory � �g.�� �Require verification / re-verification of assets assigned to OIG staff � � � �i.�� �When assets are assigned to staff from inventory, the staff member must verify assignment before the transaction is considered complete � � � �ii.�� �When assets are re-assigned from staff member to another, both staff member must verify re-assignment before the transaction is considered complete � � � �iii.�� �When assets are removed from staff, the staff member must verify removal before the transaction is considered complete � �h.�� �Limit visibility of certain �restricted� assets (e.g., vehicles, firearms, etc.) to current assignees and the asset management team � �i.�� �Identify and report on assets assigned to individuals, teams, divisions, directorates, and components � �j.�� �Identify and report on assets based on location, condition, category, asset number range, serial number, etc. � �k.�� �Edit asset details (e.g., update incorrect information such as location, condition, etc.) � �l.�� �Maintain a fully history of each asset (assignment, location, condition, etc.) � �m.�� �Search / report on assets: � � � �i.�� �Assigned to a customer / individual � � � �ii.�� �Assigned to a team (team manager and subordinates) � � � �iii.�� �Assigned to a division (division manager and subordinates) � � � �iv.�� �Assigned to a directorate (director and subordinates) � � � �v.�� �Assigned to a component (AIG and subordinates) � � � �vi.�� �By asset type (restricted vs. non-restricted) � � � �vii.�� �By status (in inventory, assigned, broken/repair, warranty, retired, etc.) � � � �viii.�� �By classification (computers, monitors, vehicles, keys, scanners, badges, etc.) H.�� � General Platform Requirements � �a.�� �Platform / data encryption (to protect PII, PHI, etc.) � �b.�� �Mobile / remote capabilities � �c.�� �Integration with: � � � �i.�� �Active Directory / Azure Active Directory � � � �ii.�� �SharePoint / SharePoint Online � � � �iii.�� �Microsoft Power Platform (Power BI, Power Automate, etc.) � � � �iv.�� �Microsoft Teams � � � �v.�� �Monitoring solutions (Azure, Microsoft System Center / SCOM, Wireshark, etc.) � � � �vi.�� �Azure data services (SQL Azure, Data Factory, etc.) � �d.�� �Out-of-box and customizable search, report, and dashboard capabilities � �e.�� �Support for Application Programming Interface (API) interaction to facilitate integration with other platforms / reporting solutions � �f.�� �Asset / bar-code scanning capabilities (one-off, bulk scanning) with upload to asset / configuration database management � �g.�� �Chat bot capabilities � �h.�� �Client and/or web interface for agent interaction � �i.�� �Web interface for customer interaction � �j.�� �Client and/or web interface for platform administration � �k.�� �Administrative monitoring / alerting / reporting for platform outages, errors, and/or performance degradation � �l.�� �Customizable workflows to facilitate business process unique to the OIG � �m.�� �FedRAMP compliance / certification (preferred; not required) I.�� �Access and Use � �a.�� �Licensing (as needed) to support (approximately): � � � �i.�� �1,100 customers/users (any licenses required for the use of ITSM product and mobile solutions) � � � �ii.�� �470 support agents across all functional areas (licenses required to access ITSM product and mobile solutions) � � � �iii.� � A minimum of 35,000 managed hardware assets (accountable) � � � �iv.�� �400 COTS and GOTS applications / software packages �
- Web Link
-
SAM.gov Permalink
(https://sam.gov/opp/0d3e3a3ec6bd4558ae5da5a4c04292e9/view)
- Place of Performance
- Address: Arlington, VA 22209, USA
- Zip Code: 22209
- Country: USA
- Zip Code: 22209
- Record
- SN06481975-F 20220930/220928230126 (samdaily.us)
- Source
-
SAM.gov Link to This Notice
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