A Virginia agency is conducting market research to identify capable vendors able to provide an integrated, cloud-based IT Service Management (ITSM) and Customer Relationship Management (CRM) platform. This new platform is intended to replace the agency's current ManageEngine ITSM solution and introduce robust CRM and case management workflows, supporting multiple business units under unified processes.

The required solution must serve approximately 550 internal users with 10 IT agent licenses for ITSM and 60–80 agent licenses for other workflows. It should offer consistent case intake, triage, routing, and resolution processes for both external and internal inquiry management, while supporting department-specific CRM workflows. Initial departments include Public Affairs, Historians, Administrative Services, Operations, and Finance.

Key platform requirements include FedRAMP Moderate or equivalent security certifications, U.S.-based data hosting, integration with Azure AD/Entra ID for single sign-on and multi-factor authentication, granular role-based access control, multi-environment deployment (development, test, production), accessibility compliance (508/WCAG), and native mobile app support for iOS and Android. The system should also provide API and webhook frameworks for integrations, supporting tailored business processes and secure, scalable service delivery in a federally compliant environment.