A23 HQ084723R0005 Attachment 1 SOW.pdf

A GERMA N-AMERI CAN PARTNERSHIP

GCMC-CIO-SSD 23 May 2023

HaloITSM Product Description & Implementation Statement of Work (SOW)

Scope: The George C. Marshall European Center (GCMC) Systems Support Division (SSD) requires the procurement of a contract for HaloITSM licensing, along with the necessary professional services to install, configure, and deploy the product within our organization. This contract will ensure that we obtain the required licenses for HaloITSM and engage the expertise of qualified professionals to facilitate a smooth and efficient implementation, tailored to our organization's specific ITSM/BPM needs.

Software License Procurement:

Shall include associated licensing and support for 75 agents for a base period of 12 months with four follow-on Option Years of the same period.

Performance Periods

Performance Period Dates

Base Period 08/01/2023 – 07/31/2024 Installation/Configuration (approximately 9 weeks during the Period of Performance)

08/01/2023 – 07/31/2024

Option Year 1 08/01/2024 – 07/31/2025 Option Year 2 08/01/2025 – 07/31/2026 Option Year 3 08/01/2026 – 07/31/2027 Option Year 4 08/01/2027 – 07/31/2028

Installation, Configuration, and Training for HaloITSM Acquisition

The objective of this Statement of Work (SOW) is to outline the scope and responsibilities of the selected vendor for the installation, configuration, data migration, and training of the HaloITSM solution within the organization.

Scope of Work:

Installation and Configuration The vendor shall perform the installation and configuration of the HaloITSM solution in accordance with the organization's requirements and best practices. The vendor shall coordinate with the organization's Systems Administration team to facilitate setting up the necessary server

GCMC-CIO-SSD

SUBJECT: HaloITSM Product Description & Implementation Statement of Work infrastructure, ensuring proper integration with existing systems, and configuring the software to align with the organization's ITSM/BPM processes. The vendor shall provide approximately nine

(9) weeks installation/configuration services during the one-year performance period in accordance with the SOW.

Data Migration The vendor shall coordinate with the organization's DevOps team to facilitate the seamless migration of data from the in-place ITSM/BPM solution to HaloITSM. This includes the transfer of existing records, configurations, and workflows, as well as validation and testing to ensure data integrity and consistency in the new system.

Technical Documentation The vendor shall provide comprehensive technical documentation for the HaloITSM solution, which will enable system users and administrators to effectively utilize and maintain the new product. This documentation should include user guides, system manuals, troubleshooting guides, and any other relevant materials that support the efficient use of the software.

Training The vendor shall provide live training sessions, either in person or virtually, for both back-end users and workflow managers to ensure proper understanding and usage of the HaloITSM solution. The training should cover essential system features, navigation, process management, reporting, and any other relevant topics tailored to the organization's specific needs.

Deliverables:

• Successfully installed and configured HaloITSM solution

• Completed data migration from the in-place ITSM/BPM solution to HaloITSM

• Comprehensive technical documentation for system users and administrators

• Live training sessions for back-end users and workflow managers

• The selected vendor will be expected to work closely with the organization's team members and stakeholders throughout the project to ensure successful implementation, seamless transition, and effective utilization of the new HaloITSM solution.