Help Desk Ticketing Solution This Request for Information is for planning purposes only and is being used solely as a market research tool in accordance with FAR Subpart 10.002(b). This is not a Request for Proposal (RFP), nor is a Request for Quotation (RFQ) nor is an announcement of a solicitation. Response is strictly voluntary and the Government will not provide any reimbursement for any response for the effort expended in the preparation of a response by any vendor. Submission of a response to this RFI notice will not affect any potential offeror’s ability to submit a quotation/proposal in the future should funding become available and a solicitation is issued. There is no solicitation document associated with this RFI. There is no obligation on the part of the Government to acquire any product or service as a result of this RFI. Submissions made to the Government will not be returned. Information provided in this RFI is subject to change and is not binding upon the Government. INTRODUCTION and BACKGROUND The U.S. International Trade Commission’s (USITC or Commission) is an independent, quasi-judicial Federal agency with broad investigative responsibilities on matters of trade. The USITC’s mission is to: (1) administer U.S. trade remedy laws within its mandate in a fair and objective manner; (2) provide the President, the United States Trade Representative (USTR), and Congress with independent, quality analysis, information, and support on matters relating to tariffs and international trade and competitiveness; and (3) maintain the Harmonized Tariff Schedule of the United States. The Commission’s Office of the Chief Information Office (OCIO) utilizes a ticketing system to help Commission users submit tickets to address issues related to human resources, building services and IT support. The ticketing system is also used for asset management and purchase requisition tracking. PURPOSE The purpose of this RFI is to gather information from industry to improve the USITC’s understanding of market capabilities and to identify vendors capable of providing this type of ticketing service/solution. The USITC is looking for information on solutions that meet the Commission’s objectives, and that offer other options to improve productivity. We are interested in learning from industry the different service models available. GENERAL REQUIREMENTS General requirements include a FEDRAMP “Moderate” Cloud based solution (application and storage) that allows the secure exchange of work products/information. Ideally, the solution will: -Include a flexible, scalable, cloud-based ticket system that allows the IT Service Desk to manage incidents, problems, and service requests. The incident management software shall support the Commission’s IT Service Desk in the creation of incidents tickets in response to a customer call, a service request, or an automated event. -Provide service support to multiple business units inside of the USITC, including the Offices of the Chief Information Officer, Facility Management and Human Resources. Ideally, the Commission is interested in solutions that provide a completed ITIL implementation of the following modules: 1. Allow/provide Incident Management 2. Allow/provide Problem Management 3. Allow/provide Change Management 4. Allow/provide Release Management 5. Allow/provide Configuration Management 6. Allow/provide Asset Management to include purchasing and procurement processes 7. Allow/ provide Service Level Agreement Management 8. Allow / provide Knowledge Management 9. Allow for scalable technical licenses, based on business need 10. Allow for full governance controls with the USITC 11. Allow for account creation without IT intervention being required 12. Allow users to view/access/submit content through a web portal that does not require the user to download or install software 13. Allow for reports to be generated and use of a dashboard for the various service areas 14. Allow integration with Microsoft Outlook 15. Be FEDRAMP (GSA’s Federal Risk and Authorization Management Program) Moderate compliant or verifiable equivalent. HOW TO RESPOND Interested organizations responding to this RFI may provide a Capabilities Statement or other relevant information regarding the organization’s capabilities as they relate to the information contained herein. All responses should include the following information: Company name, address and website Company business size, socio-economic status Any contracts the organization currently holds (GSA Schedule, NASA SEWP, NITAAC, etc.), DUNS Number and Commercial and Government Entity (CAGE) Code Point-of-Contact name, position, telephone number and e-mail address Organizational experience and technical capabilities of the organization which meets the stated objectives. An overview of the leading solution(s) options your firm would recommend that take into account the information provided herein. Concerns that should be considered by the USITC as part of any potential solicitation. Interested organizations may submit a response to this RFI, with the information requested above, and any other applicable information, on or before 10:00 a.m., E.T. Friday, August 7, 2020. Please submit all documentation VIA EMAIL to
[email protected] Please include in the subject line of the email RFI # -34300020M0001– IT Ticketing Solution . Organizations are discouraged from submitting any information deemed proprietary. However, if elected to submit proprietary information, the organization bears sole responsibility for marking said information as proprietary to ensure appropriate safeguarding by the Government. The Government shall not be held liable for any damages incurred if proprietary information is not properly identified. All submissions become the property of the Government and will not be returned.