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