Attachment1-ServicesRequirementsSummary-ServiceDesk-4-26-2018.docx

Attachment 1: Services Requirements Summary 127604-18-R-0004

IT Tool for Customer Service

Request for Information

Attachment 1: Services Requirements Summary

127604-18-R-0004

April 26, 2018

The following document includes a high-level overview of the services aspect of the help desk activities of the Service Desk. As discussed in the RFI, these are services provided by a SourceAmerica/AbilityOne contractor. For the most part, these are not IT solution requirements, but services that are dependent on the IT solution and that the IT solution must help facilitate. These are not all Service Desk requirements for the IT solution, but specific to what agents are required to do in resolving help desk-type incidents.

1.0 Services Requirements

The proposed solution must be able to support the following:

1.1. Telephony – The IT solution must integrate with a telephony system, which enables calls to be routed from an end user to the service desk and potentially to a separate service desk (e.g., a higher tier, HR, Finance) for resolution. This may include multiple numbers to reach the Service Desk.

1.2. Incident Management – The Service Desk agents will manage incidents through the IT solution. The IT solution must enable end users and Service Desk technicians to create tickets and report incidents. The IT solution must use standardized method and procedures for efficient and prompt response, analysis, documentation, management, and reporting of all incidents. The IT solution must be capable of automatically (i.e., no re-keying of information) sending and receiving incident information from other IT Service Management systems in use at USDA.

1.3. Knowledge Management – In addressing incidents, the Service Desk agents and users will be dependent on knowledge documents/knowledge articles that reside in the IT solution. The IT solution must include an easily edited; searchable database of knowledge documents and other self-service information; and available to end-users.

1.4. Operational/Project Management – The Service Desk contractor must follow an agreed-upon operational management plan for various tiers of support. The Service Desk contractor must provide the Government with reoccurring IT solution reports that include root cause analysis and agreed-upon system generated metrics, participate in reoccurring status meetings, and provide on-going communication and project support.

1.5. Entitlement – The Service Desk contractor must use the IT solution to validate end users are entitled to services from the Service Desk.

1.6. Transition Services – The Service Desk contractor, and the IT solution contractor, must be flexible to support the transition of existing help desks/contact centers to the Service Desk.

1.7. Continuity of Operations and Disaster Recovery (COOP/DR) – The Service Desk contractor must have redundancies to resume immediate support in the event of a COOP/DR event.

1.8. Proactive Enterprise IT Monitoring – Using the IT solution, the Service Desk contractor must provide proactive monitoring of the entire IT environment to identify and mitigate potential challenges before they become incidents.

2.0 Select Definitions

The following select definitions are provided to help RFI respondents understand current terminology used within USDA.

· Self Help Procedures – instructions describing a self-help path to incident/problem resolution, if available.

· Resolution Procedures – instructions describing one or more troubleshooting/diagnostic processes, repair processes and/or processes for execution of a software or hardware function.

· Routing Procedures – instructions detailing the individual, workgroup, website, phone number or other entity to whom the incident shall be escalated in the event the Resolution Procedure is ineffective or unavailable.

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