This opportunity is for a consolidated, cloud-based Commercial-Off-The-Shelf (COTS) enterprise service management platform to replace an existing ITSM solution and implement standardized case management across the agency. The platform must support approximately 550 internal users, integrate with Microsoft 365 E5 and Microsoft Entra ID, and provide enterprise-grade auditability and data governance. The requirement is issued on a brand name or equal basis for the Freshworks platform, with competition limited as documented. No budget amount is specified, and the location for performance of services is not mentioned. Questions are due by end of day Tuesday, June 23, 2026, and quotes are due by end of day Friday, July 10, 2026.