Integrated IT Service Management (ITSM) and Customer/Case Relationship Management (CRM)

The American Battle Monuments Commission (ABMC) issued a Request for Information (RFI) for an integrated IT Service Management (ITSM) and Customer/Case Relationship Management (CRM) platform. This RFI seeks market data on commercial or FedRAMP-authorized solutions to replace their current ManageEngine ITSM and introduce CRM workflows for various departments. ABMC aims for a consolidated, modern, cloud-based platform to improve service delivery, streamline public engagement, enhance operational efficiency, and meet federal security and compliance requirements. The project involves a phased implementation, with ITSM migration and Public Affairs CRM deployment targeted for May 2026. The RFI details mandatory platform, ITSM, and CRM requirements, migration expectations, integration needs, security standards (FedRAMP Moderate), implementation timelines, and desired licensing models for approximately 550 internal users and 70-90 agents. Vendors are requested to provide corporate information, technical capabilities, implementation approaches, rough order of magnitude pricing, and address specific industry questions.

The American Battle Monuments Commission (ABMC) is initiating a greenfield project for a new internal CRM/ITSM system, seeking industry proposals. Key requirements include migrating approximately 10,000 historical records from ManageEngine, standardizing intake workflows, and supporting IT Enterprise needs. The system is exclusively for ABMC staff and contractors, with no external user access. While ABMC is considering Copilot, there are no existing APIs for integration, as this is a new initiative. Data retention is generally seven years. The ABMC is open to all technology platforms, given its Microsoft 365 E5 Commercial and Azure AD/Entra ID environment. The deadline for responses is December 7, 2025, with an anticipated acquisition timeline in Q2 FY26. The effort is funded, and ABMC is looking for an integrator to implement the product.