VA Seeks Input on AI-Enabled IT Service Management Platform
The Department of Veterans Affairs has issued a request for information for a next-generation Information Technology Service Management Platform (ITSMP). The agency is seeking AI embedded in ITSM workflows and low- or no-code tools for application development and automation. Responses are due Oct. 14 at 4 p.m. Eastern time.
Government and industry leaders will also examine advanced technologies supporting warfighter health at the Potomac Officers Club's 2025 Healthcare Summit on Dec. 4, including healthcare delivery modernization, cloud and AI, and the Make America Healthy Again agenda.
What VA Is Looking For
- AI integrated into ITSM workflows (e.g., ticket routing, knowledge recommendations, anomaly detection).
- Low- or no-code capabilities to build applications and automations with governance.
- FedRAMP High authorization for the proposed solution.
- Clear transition and migration strategy with minimal service disruption.
- Integration with federal systems and existing VA environments.
- Customer service management features and measurable SLAs.
- Compliance with government security requirements.
Why This Matters for Management
- Operating model: Low/no-code expands who can build; you'll need guardrails, roles, and change controls.
- Risk and compliance: FedRAMP High and ATO timelines affect deployment schedules and cost.
- Service quality: AI in workflows can reduce MTTR and ticket volume if data quality and governance are strong.
- Cost control: Plan for consumption, seats, and add-ons; define exit and data portability up front.
- People and process: Training, knowledge curation, and process redesign will determine actual outcomes.
How to Strengthen an RFI Response
- State current FedRAMP status and a credible path to High (including timeframe and authorizing agency).
- Provide a reference architecture with integration points (identity, CMDB, observability, EHR interfaces) and data flows.
- Detail migration: data mapping, parallel run, rollback criteria, and cutover plan.
- Explain AI governance: model oversight, safeguard policies, audit logging, prompt/content controls, and human-in-the-loop review.
- Quantify service outcomes: SLA/SLI targets, incident response playbooks, knowledge management, and CSAT reporting.
- Show customer service management capabilities across channels (portal, chat, phone) with accessibility compliance.
- Include past performance relevant to large federal ITSM programs and secure environments.
- Break down pricing and TCO, including implementation, training, and ongoing optimization.
Current Provider Context
According to Federal Procurement Data System records, Booz Allen Hamilton currently provides ITSMP support services to the VA. The firm secured contracts for computer systems design services in January and February.
Key Dates
- RFI response deadline: Oct. 14, 4 p.m. Eastern time.
- Healthcare Summit: Dec. 4, featuring panels on healthcare system modernization, cloud and AI, and the Make America Healthy Again agenda.
Manager's Checklist
- Confirm FedRAMP High requirement and ATO path with your security team.
- Define governance for low/no-code builders and AI usage policies.
- Inventory integrations, data sources, and identities required for day-one value.
- Set measurable service outcomes (deflection, MTTR, first-contact resolution, CSAT) tied to incentives.
- Plan training for service desk, process owners, and citizen developers.
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