(1) Vendor needs to provide integrated it service management and customer relationship management platform– Agency is seeking preliminary market research information from capable and reliable sources to gain knowledge of potential qualified business sources capable of providing Integrated IT Service Management (ITSM) and Customer/Case Relationship Management (CRM) Platform– Agency seeks a consolidated, modern, cloud–based service platform that: • Replaces ManageEngine ITSM • Introduces CRM/case workflows for multiple business units • Provides consistent intake, triage, routing, and resolution processes • Supports 550 internal users and 10 IT agent licenses for ITSM • Supports 550 internal users and approximately 60–80 agents for other workflows • Receives, tracks, and closes external and internal inquiry workflows • Meets federal security, accessibility, and compliance requirements – Platform Requirements • FedRAMP Moderate or equivalent information security audits and certifications (please see Section 5.6 for more information). • U.S.–based hosting boundary for all federal data • Azure AD / Entra ID integration for SSO and MFA • Role Based Access Control (RBAC) with granular permissions and separation of duties • Multi–environment deployment support (dev/test/prod) • 508/WCAG accessibility compliance • Native mobile apps for iOS and Android • API and webhook framework for integrations – CRM / Case Management Requirements (Mandatory) – The platform must support: • Configurable CRM/case workflows for the following initial departments: – Public Affairs (media inquiries, public requests) – Historians (historical research requests) – Administrative Services (internal requests) – Operations (field and maintenance requests) – Finance (internal financial inquiries)