International Trade Commission RFI: IT Support, Operations & Maintenance Services

Notice ID 34300021M0001

“This is a non-personal services contract to provide and operate an integrated Information Technology IT Service Desk (ITSD), Network Operations Center (NOC), and Systems Engineering services to support the current and future operational needs of the U.S. International Trade Commission’s IT users and their systems. The Government shall not exercise any supervision or control over the contract service providers performing the services herein. Such contract service providers shall be accountable solely to the Contractor who, in turn is responsible to the Government.”

“The purpose of this RFI is to gather information from industry to improve the USITC’s understanding of market capabilities. The USITC requests information on solutions that meet the Commission’s objectives, and that offer other options to improve productivity.”

“… Within the ITCNet, the USITC maintains a large amount of Controlled Unclassified Information (CUI) within its network resources. The CUI maintained by the USITC includes, but is not limited to, confidential business information (CBI), Business Proprietary Information (BPI), and Personally Identifiable Information (PII). The agency also maintains and processes National Security Information (NSI) on an isolated, secure NSI network. The Contractor shall be responsible for providing workstation and network support for the NSI network.

Objectives –

  • Provide a Single Point of Contact (SPOC) for initial reporting of requests, incidents, and problems for staff and contractors and for agency staff that are telecommuting or who are off-site on official agency business
  • Configure and maintain an Incident Management System (IMS) such as ManageEngine or LanDesk, that integrates with existing USITC Active Directory for requests and for asset management
  • Process incidents/problems per defined Service Level Agreements (SLAs)
  • Establish and maintain a Tier 0 self-service capability
  • Provide Tier 1 and 2 request/incident/problem management support and ensure resources are on-site as
  • needed/required
  • Provide Tier 3 support and ensure resources are on-site as needed/required
  • Provide standard approved software training support
  • Provide transition support and ensure continuity of operations
  • Provide hardware and software recommendations
  • Provide support for technology enhancements”

Read more here.


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