REQUEST FOR INFORMATION (RFI): MODERNIZING ENTERPRISE IT SERVICE MANAGEMENT

Request for Information (RFI): Modernizing Enterprise IT Service Management

1.0 Introduction

The Department of the Air Force (DAF) relies on a significant portfolio of IT products and services to execute its global mission. The effective management of this large-scale IT enterprise is essential for mission success and requires the careful synchronization of IT practices, demand planning, acquisition strategies, and vendor partnerships.

Currently, our IT Service Management (ITSM) is performed through a variety of technologies, processes, and service providers, largely based on traditional IT frameworks. While this approach has provided value, the DAF is initiating a review to optimize our ITSM ecosystem. We are seeking to enhance performance, increase affordability, and improve the speed of service delivery.

With the rapid advancement of technologies such as Artificial Intelligence (AI), the DAF is exploring opportunities to modernize our approach to planning, deploying, and managing our IT infrastructure and services. This RFI is a part of our market research to understand the current landscape of innovative solutions and strategies. We aim to identify opportunities that can simplify our current operational model, reduce complexity, and ultimately deliver superior IT performance and value in support of our national security mission.

2.0 Request for Information

The DAF is seeking industry input on the following topics:

• Emerging Trends in ITSM: Traditional frameworks have long formed the foundation for managing IT. What are the current industry trends and alternatives to these standard ITSM frameworks, tools, and service delivery models? We are particularly interested in fresh approaches that prioritize agility, efficiency, and user experience.
• Alternatives for Cost and Performance Improvement: The DAF's current environment consists of multiple service providers, a variety of contract types, and a diverse set of tools. What commercially available or near-future options (within 24 months) could help streamline and automate ITSM functions? We are seeking to understand viable alternatives that can reduce deployment cycles, lower operational costs, and measurably improve service performance.
• The Role of Artificial Intelligence (AI) in ITSM: What role do you foresee AI playing in ITSM over the next three years? What are the most promising use cases for AI to reduce manpower and technology costs, improve IT performance, and accelerate service delivery? What foundational elements (e.g., data, skills, infrastructure) are necessary to capitalize on these AI-driven opportunities?
• Evaluating Service Delivery Models: Enterprise-scale SaaS platforms have delivered significant capabilities to the DAF, but we are interested in evaluating all potential service delivery models. What are the primary considerations, pros, and cons the DAF should analyze when considering different approaches? If a transition to a new model is recommended, what strategies would ensure it is executed efficiently and with minimal disruption to the mission?
• Strategies to Reduce Complexity: Beyond technology, what are the most critical non-technical considerations for the DAF to radically simplify its IT service model? What organizational, process, or contractual strategies have proven effective in significantly reducing costs and rapidly improving performance in large enterprises?
• Innovative Financial and Cost Management Models: The DAF seeks to improve its ability to map spending to specific organizations, service levels, and performance outcomes. What emerging financial models or strategies can enable a large enterprise to gain clear visibility into the total cost of its IT infrastructure and services? What alternatives are available (within 24 months) to enhance our ability to manage IT costs and investments more dynamically?

3.0 Response Instructions

• Page Limit: 20 pages. This does not mean you need to respond with 20 pages. Graphics are encouraged to explain an answer.
• Font: Vendor choice
• Format: Adobe PDF
• Guidance: The DAF is seeking innovative, forward-thinking, and actionable recommendations. We encourage respondents to move beyond traditional IT approaches and provide tangible ideas that will help us modernize our capabilities.
• Due Date: 15 May 2026
• Point of Contact: daf.category.management@us.af.mil
• There will be opportunities for one-on-ones.  Please indicate the request to schedule a one-on-one when providing a response.

RESPONSE TO THIS RFI IS VOLUNTARY. THIS RFI DOES NOT COMMIT THE U.S. GOVERNMENT TO ANY CONTRACTUAL OBLIGATION, AND THE GOVERNMENT WILL NOT REIMBURSE ANY RESPONDER FOR COSTS INCURRED IN PREPARING A RESPONSE.