Confidentiality
All information included in this RFI is confidential and only for the recipient's knowledge.

RFI Procedure
To answer this RFI please fill in the attached form. Responses must adhere to this format.
Contact the person listed below is available to answer your questions.

How to Deliver the Response
Send the attached Appendix A form in word or pdf format (format unchanged) by email to [email protected].

Contacts
For questions regarding this RFI, you are welcome to contact:

Joseph Han, Office of Acquisitions
202-551-4048
[email protected]

Timeframe
Responses to this RFI are due July 18, 2013. Questions will be answered for eight calendar days from date published.

Introduction and Purpose of the RFI
This request for information (RFI) is being issued to survey service support management suite and assess their suitability for the SEC IT staff and end users. The IT service support management suite (referred to below as the SSM suite) that are being assessed must have the following modules integrated:
• Incident Management
• Self-service Management
• Knowledge management
• Problem Management
• Change Management
• Configuration Management
• Asset Management
• Software License Management

This is not a request for offers. A determination by the Government not to issue a solicitation based upon responses to this notice is solely within the discretion of the Government.

Currently, the SEC desires to obtain information on product suites that runs on-premises and not in the cloud. The SEC; however, desires to have the flexibility for moving towards the cloud model in the future, if it is needed.

Background:
The SEC has approximately 5,400 staff located in Washington D.C. and 11 regional offices (Atlanta, Boston, Chicago, Fort Worth, Philadelphia, Denver, San Francisco, Salt Lake City, Miami, Los Angeles, and New York City). The SEC has two data centers that act as application and data backup to each other. The SEC expects to increase its workforce by 400 in the next 6 months and by as many as 1000 within a year.

The SEC's current Service Desk is located at the SEC's Headquarters, Station Place, 100 F St., NW, Washington, DC. The Service Desk operates 24x7 and includes all federal holidays. Customers can contact the Service Desk through a centralized telephone number, walk-in, utilizing the Self-Service module of the agency's incident management tracking system (ITSM) to report an incident, or by contacting their program office or regional office IT Specialist who contacts the Service Desk on behalf of the customer. The SEC has approximately 150 users with administrative rights to the the current service management support suite. All users can access the self-service components of the current system.

Purpose:
The purpose of this RFI is to gather information from the industry on Information Technology Service Support Management suites which have an integrated solution for handling: incidents; problems; assets; licenses; change; configuration; self-service; and knowledge management capabilities. Also, this RFI serves as the market research to acquire initial budget estimates for the product, implementation, and support.

Objectives:
To gather information on the capabilities of the vendor and the IT service management software to include items such as:
- Graphical tool for development of workflows
- Support for data migration from existing to new system
- Training for IT Specialists and SEC users to include but not be limited to: slideshows, video, face-to-face meeting, multi-media, and such
- Administrative support for 4 to 6 months (or longer)
- Ability to create life-cycle documentation
- On-site and cloud solutions
- Budget estimate

RFI Guidelines:
Please note that this is for INFORMATIONAL and PLANNING purposes only and does not constitute a Request for Proposal (RFP). Responses to this RFI will not be accepted by the Government to form a binding contract. The Government will not pay for the information solicited nor recognize any costs associated with the submission of the RFI. The purpose of this RFI is to provide an opportunity for industry to enhance the success of any future procurement to meet this requirement. Any information obtained as a result of this RFI is intended to be used by the Government on a non-attribution basis for program planning and acquisition strategy development.
Please be brief in your answers. If a particular answer; however, is best presented as an attachment you may do so. In the corresponding table entry below clearly describe the attachment and its name.

Place of Performance:
100 F St., NW, Washington, DC.