J.8_Attachment_08.pdf
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- Solicitation number
- 1331L519R13OS0005
About this file
This document contains performance metrics and sample data attributes for a Business Applications Solution contract opportunity with the Department of Commerce. The contractor will be expected to provide metrics in categories including service desk, incident management, configuration management, change management, system and network utilization, backup management, disaster recovery, access termination, vulnerability scanning, security authorization, virus protection, security awareness training, and cloud-based IT services. Sample metrics include the percentage of changes resulting in incidents, monthly backup success rate, percentage of systems with vulnerabilities within compliance dates, and percentage of employees receiving security awareness training. The related federal contract opportunity is a request for proposal to provide business application solutions for the Department of Commerce Office of the Secretary. Amendment A003 modifies sections C, H, and L of solicitation 1331L519R13OS0005.
J.8 Attachment 08 - Final BAS Performance Metrics
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Attachment 08 ‐ BAS Performance Metrics
Page 1 of 2 April 2019
The following list (Table 1: BAS Metrics) includes potential performance metrics that the Contractor may utilize in responding to the Performance Work Statement. The list is DRAFT and is a representative sample; the vendor is expected to enhance and modify as appropriate, with supporting analyses to include target values. See Table 2: Sample Metric and Supporting Data Attributes (mock data) below for a platonic description of the expected data elements (again a draft/sample) to be provided for each proposed metric.
Table 1: BAS Metrics
Category Nominal Metric Service Desk Speed to answer
Incident Management Resolution Time
Time for Customer to be Notified for Non‐Security Incident
Status Update Frequency
Configuration Management Percentage of CMBD Accuracy
Service Asset Management Percentage of Hardware and Software Assets Inventoried
Change Management Percentage of Successfully Implemented Changes
Percentage of Changes Resulting in an Incident
Percentage of Emergency Changes
SOC CPU Utilization Percentage of CPU Utilization
Percentage Virtualized
Percentage using containers
DOC Disk Utilization Percentage of System Disk Utilization
DOC Network Bandwidth Utilization Percentage Network Bandwidth Utilization
Availability Management Percentage of System Availability (system up time)
Percentage of LAN Availability
Backup Management Monthly Backup Success Rate Average (Mean)
Disaster Recovery Planning, Testing, and Auditing Percentage of all DR‐funded clients have a DR Plan documented, successful System Recovery and LAN Recovery tests, and annual DR Plan audits and reviews
Access Termination Percentage of Terminated team CSC Employees with Access
Removed
Vulnerability Scan Compliance Percentage of systems having no “high” vulnerabilities listed or are within the ‘Comply Date’ posted for the measured month
Security Authorization Percentage of systems/applications for which CSC has full SA support and the package is up‐to‐date (i.e., ATO has not expired)
Virus Protection Management
Percentage of devices have AV signatures newer than target value
Information Security Awareness Training Compliance
Percentage of CSC and hosting vendor’s employees having received DOC Security Awareness Training for the measured month
Information Technology Platform as a Service (PaaS), Software as A Service (SaaS), and Infrastructure as a Service (IAAS)
Percentage of time with service availability
Mean Time to Repair (MTTR)
Mean time to Provision
Mean time to de‐commission or de‐provision
Portal Reporting accuracy Errors found in reports of service and missing reports
Attachment 08 ‐ BAS Performance Metrics
Page 2 of 2 April 2019
Table 2: Sample Metric and Supporting Data Attributes (mock data)
Service Level Change Management – Percentage of Changes Resulting in an Incident
Definition Percentage of Incidents that were the result of Changes authored and primarily executed by CSC
Elements ITSM system
Target 5.00%
Disincentive >5.00%
Earnback <5.00%
Measure Total Number of Problem Tickets flagged as ‘Caused by Change’ having Associated Incident Tickets divided by the Total Number of Changes rendered during the measured month
Source ITSM system Change, Incident and Problem Management Modules
SLA Number x.x
Category Change Management
Location ABC data Center
Owner Director, Change Mgmt Service Line
Hours N/A
SLA Frequency Monthly
Algorithm ITSM system Problem tickets
Where ‘Caused by Change’ indicator is YES (note: to be developed)
IF (Total Number of Problem Tickets flagged as Caused by Change AND HAVING associated incident tickets) DIVIDED BY (Total Number of Changes Rendered for the measured month)
IS GREATER THAN 95.00%
THEN SLA is missed for the month and disincentive applies for the month
Process Change Management
Weight 33.00%
Data_System N/A
Reported_By Change Management Team
Comments
/Exclusions
ITSM system Change Management Module must be completed before measurement can be automated. It is possible to manually measure at this time. Only changes authored and primarily executed by CSC shall be included in calculating the metric.
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