HHS has used BMC Remedy on Demand (RoD) as the Information Technology Service Management (ITSM) software solution for the agency. In 2019 BMC released BMC Helix ITSM; which HHS began using for some applications along with BMC RoD, until 2024 when HHS fully migrated to the BMC Helix ITSM platform from RoD. HHS currently uses BMC Helix ITSM version 23.3 in a multi-tenant configuration to supply a single IT Service Management (ITSM) software solution with various modules for incident, problem, knowledge, asset, and change management functions along with self-service function digital workplace software allowing users to submit request and tickets and virtual agent chat bot users can communicate with leveraging the knowledge base for agencies within HHS as well as DFPS with the ability to grant users fixed licenses and concurrent licenses as needed. To support the ITSM software system HHS is seeking the support services of a Contractor to provide project support, integration services, People Maintenance services, transition and turnover services. The Services and Deliverable detailed in this Solicitation will be provided in compliance with current HHS System standards, guidelines, policies and procedures, under the direction of the HHS designee and maintain continuity. Contractor will be required to ensure HHS remains on the current/most up to date version of BMC Helix ITSM.
