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INFORMATION TECHNOLOGY SERVICE MANAGEMENT (ITSM)
SOFTWARE AS A SERVICE (SaaS) Task Order Performance Work Statement
BACKGROUND
The Army owns, manages and operates the unclassified and classified Information Technology Service Management (ITSM) solutions that are under the direct control of ARCYBER and NETCOM supporting voice, messaging, video teleconferencing, computing, network infrastructure, customer support, Information Assurance support, and application hosting, detailed on the Command, Control, Communications, Computers, and Information Management (C4IM) services list. NETCOM owns and manages the Non-classified Internet Protocol Router Network (NIPR) and Secure Internet Protocol Router (SIPR) Enterprise Service Management Systems (ESMS) and are currently providing Incident Management, Knowledge Management, Change Management, in support of ARCYBER, NETCOM, Signal Commands, Brigades, Regional Cyber Centers (RCCs), Network Enterprise Centers (NECs), and the Army Enterprise Service Desk (AESD). The Army has published and is implementing an Army Enterprise Service Management Framework (AESMF), based upon the Department of Defense Enterprise Service Management Framework (DESMF). The current versions of DESMF and AESMF, with minor exceptions, are structured along ITIL v3 service lifecycle stages and processes.
The Army also obtains ITSM Software as a Service (SaaS) capabilities for enterprise services for Army Knowledge Online (AKO) and Defense Information Systems Agency’s (DISA’s) Enterprise email.
The Government will replace these legacy ITSM services with the ITSM subscription service provided by the Offeror.
SCOPE OF WORK
Replace multiple current service desk ticketing systems IAW Appendix A System Technical Data and Usage Profile Provide global access and use of the ITSM subscription service from a DoD Provisionally Authorized Information Impact Level 4 (IIL)4 environment supporting NIPR-based operations. Provide global access via government furnished and non-government furnished equipment using commercial internet and the DISA authorized cloud access point.
Provide global access to a DoD Provisionally Authorized IIL6 environment to support Army SIPR-based ITSM operations. Provide global access via government furnished equipment connected to SIPR.
The SaaS shall provide integration support for migration of ITSM and ticketing data from the existing solution to the subscription service.
The ITSM subscription service shall provide the functionality as detailed in Section 8 – Functional Requirements.
Maintain the security, information assurance compliance and DoD Provisional Authorization status for the service in accordance with Risk Management Framework (RMF) and the DoD Commercial Cloud Security Requirements Guide (CCSRG).
Provide upgrades and updates of the service.
Maintain 99.99% availability for all Army environments.
Provide 24x7x365 support of the service. Respond to request within 30 minutes for Urgent requests, 2 hours for immediate requests, or 1 day for Routine requests from requestors authorized by the Government.
Provide capacity for configurable disaster recovery that supports a Recovery Point Objective of no more than 1 hour of work lost prior to the disaster and a Recovery Time Objective of no more than 4 hours after the disaster.
Align the service management processes, practices and tools used to support the service with the Army Enterprise Service Management Framework (AESMF) and, where possible, use commercial best practices to enable service transition, service operations, and required government oversight.
Create and maintain an online ‘Service Catalog’ for the service to support end-user, self-service, service development activities such as full lifecycle service procurement. The service catalog shall detail enough detail of the service provided by the Contractor to understand the level of effort required to sustain the tools being used.
Provide automation (e.g. tools, scripting, etc.) to the maximum extent possible applying the configurations for the service to promote standardization, cybersecurity, and compliance IAW approved Risk Management Framework (RMF) process.
3.0 Period of Performance
The performance period required for this effort is ten (10) years. The period of performance is depicted below:
Base Period - Date of award through Month 12 (12 Month Duration) Ordering Period 1 - Begins 1st Day following Base Period (1 Year Duration) Ordering Period 2 - Begins 1st Day following Ordering Period 1 (1 Year Duration) Ordering Period 3 - Begins 1st Day following Ordering Period 2 (1 Year Duration) Ordering Period 4 - Begins 1st Day following Ordering Period 3 (1 Year Duration) Ordering Period 5 - Begins 1st Day following Ordering Period 4 (1 Year Duration) Ordering Period 6 - Begins 1st Day following Ordering Period 5 (1 Year Duration) Ordering Period 7 - Begins 1st Day following Ordering Period 6 (1 Year Duration) Ordering Period 8 - Begins 1st Day following Ordering Period 7 (1 Year Duration) Ordering Period 9 - Begins 1st Day following Ordering Period 8 (1 Year Duration)
4.0 CONSTRAINTS
1. Upgrades and updates are applied to Customer’s instances and are included in the Government’s subscription price. An upgrade is a complete solution with new features or enhancements, including previously released Updates, if applicable. Updates are releases (including patches and hotfixes) that provide problem fixes or other changes, but do not generally include new functionality. A 30 day notice shall be provided prior to the Upgrade or Update.
The service shall require no more than 2 hours per month allotted for pre-approved maintenance. This maintenance window and downtime for approved, planned upgrades or updates will not be considered in the calculations for system availability.
The Service shall include procedures to protect data from accidental or unlawful destruction, loss, alteration, unauthorized disclosure, or access in accordance with RMF standards.
Access to the Service is protected by Common Access Card-based authentication and authorization mechanisms.
The Service shall establish and maintain sufficient controls to meet the objectives stated in ISO 27001, ISO 27018, SSAE 18 / SOC 1 and SOC 2 Type 2 (or equivalent standards) The Service shall register all cloud instances into the shared Army cloud service environment (cArmy) cost and utilization management tool with any Cloud Service Provider (CSP) procurement. Cloud instances will be registered into cArmy's management tool within 15 business days of procurement.
5.0 LOCATIONS
Global availability/Cloud-based offering.
6.0 KEY PERSONNEL
A Liaison Officer shall perform the following and maintain responsibilities between the contract for the Managed Service Provider (MSP) and the ITSM SaaS Tool contract:
a. Maintain thorough knowledge of the service offering, as well as an understanding of how that impacts the other entities of contact
b. Monitor, coordinate, and communicate the strategic objectives of the service offering
c. Collaborate and communicate successfully with other entities outside of the service offering
d. Work with other staff members to develop a greater understanding of the service offering and any issues that arise
e. Develop and foster relationships with the community, stakeholders, and other entities
f. Collect, analyze, and utilize data and feedback to identify opportunities to improve the relationship between the service offering and the other entities
g. Compile reports about particular incidents, events, or updates about an important issue for the service offering
h. Proactively solve conflicts and address issues that could occur between the service offering and the other entity
i. Promptly respond to incidents and other events as necessary
The Liaison Officer shall possess the following qualifications:
· 5+ years of experience in a related role with the ability to:
· Secret Clearance
· ITIL v3 or higher Foundations or above certification
· ITIL Operational Support and Analysis certification
· At least 4 years overall DoD IT environment and RMF experience
· At least 4 years of Software as a Service operations experience
· At least 1 year of experience in planning, directing, and managing large scale
· Knowledge of industry accepted standards and best practices related to Information Management operations, and with ITSM best practices
· Familiarity with AR25-1 and AR25-2
· Customer-oriented attitude
· Excellent verbal and written communication skills
· Ability to establish and nurture beneficial business relationships
· Self-motivated with a willingness to take initiative and solve complex problems
· Capability to negotiate with and influence others
· Analytically and mathematically minded to analyze data and create necessary reports
· Ability to thrive in a fast-paced and sometimes high-pressure environment
7.0 SUPPORTED PROCESSES AND FUNCTIONS
The SaaS shall be configurable to support the AESMF processes and functions (see Attachment 0021).
8.0 FUNCTIONAL REQUIREMENTS
The ITSM service shall provide the following functionality:
8.1 Accessibility/Reporting
| Self-Help Portal for Users to log and check progress on tickets |
| Ability to access a self-help portal which can be used to submit tickets and check progress |
Report creation and export functionality
Ability to generate reports and export data on-demand
| User Creation |
| Ability to import/synchronize users/rights from an authorized enterprise source |
| Accessibility on mobile devices |
| Smartphone applications/interfaces to allow access to the tool/self-help |
| Dashboard views |
| Graphical reports and role-based dashboard with configurable visualization which give at-a-glance view on service and other metrics |
| Proactive User Information displayed on portal/intranet |
| Ability to output information regarding incidents/outages etc. onto web page or internet portal for the tool |
| Customer Satisfaction feedback |
| Built-in mechanism for compiling and reporting on Customer Satisfaction feedback/metrics/responses/survey, etc. |
| Statistical analysis/forecasting |
| Provide modelling and trending data associated with IT Services |
| Statistical Analysis |
| Provide Reliability, Availability, Maintainability (RAM) for data associated with IT Services |
| Graphical User Interface |
| The ability to organize relationships using a graphical user interface |
8.2 Integration/Compatibility
| Email/SMS integration |
| Integration with email/SMS, allowing the sending of notification messages |
| Army enterprise tools compatible |
| Software/Tool client for users must work on enterprise platforms |
| Browser compatibility |
| Any browser-based elements must work with all Army approved browsers |
| Integration with other helpdesk tools of partners |
| Tool integrates to the extent that tickets can be handed between systems and other functions such as SLAs are synchronized |
| Integration with authorized remote support tools |
| Ability to integrate with support tools that facilitate with remote support, viewing to remote user device, etc. |
| System monitoring integration |
| Tool integrates completely with a monitoring application/networks and can auto-log tickets related to system events |
| Schedule Tracker |
| Ability to document and communicate Projected Service Outages and Change Schedules |
8.3 SLA Management
| Custom SLA levels, per service or customer |
| Ability to configure custom SLA's for different services/customers |
| VIP allocation for limited number of users |
| Functionality to flag users as VIP and automatically escalate ticket or implement different SLAs |
| Service Level Information Review dates |
| Configuration reminders to alert Service Management Function when an SLA is due for review with the customer |
| Contract Management and SLM |
| Details of contracts logged in the tool, the SLA library within the tool, and associated SLA's to allocate to a service/product in the Service Catalog |
| SLA association |
| Link service requests to an associated SLA |
| SLA status |
| Track/report SLAs where agreed service levels are fulfilled/unfulfilled. Ability to provide trend analysis and forecasting SLA fulfillment issues |
8.4 Knowledge Management
| Role Based Handling |
| Ability to publish/subscribed to a specified audience using defined security or role-based parameters |
| Knowledge association |
| Ability to associate knowledge article(s) to assets or CIs |
| KB article review/expiration dates |
| System has expiry/review dates for all knowledge-based articles to prompt for review |
| Knowledge Categories and Attachments |
| Ability to include specific knowledge categories and attachments (PDF, text, tables, emails, images, approved links, etc.) |
| Frequently Asked Questions |
| Track knowledge article use and provide ability to access frequently Asked Questions capability |
| Search Function |
| Ability to search based on date, classifications, and type of information. |
| Resolution Search |
| Provide the ability to match incident/problem descriptions against “known errors and/or problems” documents within the knowledge base based on historical records of previously resolved tickets |
8.5 Request Fulfilment
| Automated Request Creation |
| The tool has the configurable ability to auto create a service request (incident, etc.) from an email submission |
| Role-based Capacity Limitation |
| Ability to limit the capability to initiate a service request by; user, department, company, group, etc. |
| Service Request Prioritization |
| Ability to prioritize service requests based on impact and urgency |
| Service request routing/categorization |
| Ability to categorize and route service requests by activity, type, function, or CI type |
8.6 Miscellaneous
| Asset Management |
| Tool has the ability to track Cis for HW/SW usage and lifecycle replacement |
| CI Relationship to Outage/Change impact |
| Understand how a change to a CI will impact a service and other CI’s if a change is made or failure of specific CI or service occurs |
| Data Management |
| Pre-built and customizable secured integration (per data in motion) with external systems (report tools, APIs, programs and scripts, etc.). |
| Real-time chat/IM with a support personnel |
| End-User system/web portal has ability to chat real-time with support personnel and the ability to automate data recording of chats/IM’s and generate e-mails and/or incident tickets, etc. |
| Software/License audit capabilities |
| Tool has the ability to run discovery tool(s) on assets to integrate and report on installed versions of software |
| Templates |
| Ability to modify, create, or leverage OOB templates for creation of incident, problem, change, knowledge articles, etc. |
| Continuous Monitoring |
| Ability to assist in IT Service Continuous Monitoring activities |
| Versioning |
| Display the last modification date, check-in and check-out status on incidents, changes, knowledge articles, SLA’s, work-flow model, etc. and includes the automatic routing/notification for approval of updates |
| Customization of CIs and Assets |
| Ability to customize CI and Asset types |
| Asset and CI Association |
| Ability to associate Cis to Assets |
| Audit Asset integrity |
| Ability to automatically initiate routine audits to ensure integrity of assets |
| Asset Association |
| Ability to track asset owners, support group(s), and users |
| VIP Designation |
| Ability to escalate routing based on a user/customer designated as a Very Important Person (VIP) for Incidents, Problem, Changes, etc. |
| Web Portal Automated Assistance |
| Provide automated agent assistance to users for knowledge management, incident handling, etc. |
| Portability and Cloud Capable |
| Ability to host in multiple environments with data portability (cloud-based, etc.) |
| Audit Capability |
| Ability to provide on-demand audits of all data entries associated with incident management, problem management, change management, knowledge management, etc. |
8.7 Access Management
| Role-based Access |
| Role based access control within the tool for users/groups |
| Support DoD PKI for authentication |
| Ability to utilize DoD PKI for authentication into the tool and the self-help portal |
| Authentication Logging |
| Ability to log and track authentication and access in accordance with DoD Cyber regulatory guidance |
| Account Management |
| Ability to support account management for all users/groups |
8.8 Event Management
| Event Integration |
| Provide integration to SIEM/logging capability to auto generate incident tickets |
| Event Correlation |
| Provide ability to link and correlate events to particular incidents, problems, and Cis, |
| Event Status/Availability |
| Provide CI status and availability |
| Event responses |
| Provide the ability to detect incidents, changes and exceptions to improve response times |
| Automated event categorization |
| Provide ability to categorize and filter events |
| Event Notification |
| Automated notification of events through enterprise monitoring tools or Cis when applicable |
| Event Normalization |
| Capability to normalize data received from external monitoring systems removing duplicative events |
| Automated event actions |
| Provide tool automation (condition based) to take immediate actions based on the level of risk associated with an event (i.e. automatically disable a port, deactivate a user account, etc.) |
| Event ASIs |
| Ability to suppress or flag events during periods of authorized service interruptions (ASIs) |
| Event Escalation |
| Ability to allow a technician to acknowledge an alert, and if no response is entered within a defined timeframe, to escalate the alert |
| Event Synchronization |
| Ability to synchronize and support internally or interface with SLM, Information Security Management, Capacity & Availability Management, Knowledge Management, Change Management, Incident Management, Problem Management, Access Management, etc. |
8.9 Ticket/Request Handling
| Mechanism for approving change requests at organizational level |
| Organizational approval by approved POCs |
| Technical/SME approval of change requests |
| Authorization of change by approved POCs |
| Automated emails for ticket status updates |
| Email notifications of key stages in ticket lifecycle, i.e. any major updates |
| Event-based notifications for SLA thresholds and ticket updates |
| In-application and/or email notifications to alert when updates are received for tickets or at pre-defined times in the SLA timeline |
| Multiple ticket resolution groups |
| Multiple groups/tickets stacks for different incident resolver groups to use in managing their queues |
| Ability to upload/attach screenshots, extra information etc. |
| Tool requires ability for any users to attach documents when logging/updating tickets for screenshots, etc. |
| Ability to pass between resolver/incident teams |
| System functionality to allow moving tickets between resolver/incident groups for additional work, etc. |
| Multi-Customer capability to allow differentiation of tickets from different organizations/units (post, camp, station) |
| Ability to log tickets on the system for particular organizations/units throughout the Army |
| Link tickets (including different types i.e. Change, Problem, Incident, etc.) |
| Ability to link tickets in the system so that relevant tickets can be associated with each other (i.e. a change related to fixing an incident) |
| Automatic incident logging from email |
| Email input into system automatically creates an incident when in pre-defined format |
| Auto-populated templates for submission of common issues |
| Tool has ability to quickly log tickets or particular types which are frequently submitted by using auto-populated templates |
| Auto Expiration/Deletion of Documents |
| After a pre-defined time (i.e. 6 months) any attachments to resolve tickets are automatically deleted to save space |
| Templates for ticket creation |
| Tool provides ticket templates for users to select |
| Automatic routing of incident tickets, dependent on CI types and priority |
| Tickets are auto-allocated to groups based on configurations and attributes |
| Incident Ticket |
| Provide the method to automate or manually log all relevant incident information (e.g. date/time, incident categorization and prioritization, contact info of person(s) related to the incident, incident description, status, relationship to CIs, support analyst/group assigned, related problems and known errors, resolution activities, resolution date/time) |
| Portal Interface |
| Automatically display suggestions for Self-Help to end user upon creation |
| Ticket Escalation |
| Ability to calculate priority based on service request urgency and impact |
| Processing Procedures |
| Support ITIL based procedures and methods when handling tickets |
| RFC Lifecycle Tracking |
| Facilitate the full life-cycle of Request for Change(s) (RFCs) in a user-friendly format |
| Routing |
| Supports configurable routing for work, approval, change, incident, etc. |
| Change Categorization/Prioritization |
| Ability to categorize and prioritize changes and trigger the appropriate workflows associated with each |
| CAB Routing |
| Accommodate CAB actions and route appropriately |
8.10 IT Security Management
| Security Management |
| Must provide data in motion encryption, access control, and Role-based security |
| Information Security |
| OOB support or interface with systems supporting: SLM, Access Management, Change Management, Incident Management, Problem Management, IT Service Continuity Management, Availability Management, Capacity Management, etc. |
| Information Security Continuous Monitoring (ISCM) |
| Interface with systems supporting: Vulnerability Scanning, Security Event Monitoring, Perimeter Countermeasures |
| ISCM |
| Ability to assist in Continuous Monitoring Activities |
| Information Security Controls |
| Ability to create custom controls and import controls from control authoring organizations such as; DoDI 8510.01, DoD 5200.01, AR 25-2, etc. |
| Role-based Security |
| The ability to provide role-based security to restrict access during investigations and security incidents |
8.11 Problem Management
| Problem Escalation |
| Ability for technicians to assign impact and priority codes to records |
| Problem Resolution |
| Ability to flag and close a problem record as unresolved |
| Problem/Change Management |
| Ability to request a system change based on a Problem and link associated documentation |
| Problem Documentation |
| Ability to document root cause and lessons learned for every major problem |
| Problem Models |
| Ability to create and manage Problem Models |
| Problem Analysis |
| Ability to document the technique used to analyze the situation (Chronological analysis, Technical observation post, Pain value analysis, 5-Whys, Hypothesis testing, Kepner-Tregoe, Pareto analysis, Ishikaya diagrams, Fault isolation, Affinity mapping, etc.) |
| Problem Resolution and Trend Analysis |
| Ability to search for potentially related Incidents/Problems based on different criteria (e.g. Configuration Item, Description, Group) |
| Problem Assignment |
| Ability to assign multiple Incidents to a Problem |
| Problem Resolution |
| Provide feedback to the service desk when a problem is under investigation or resolved |
| Problem Management |
| Route and assign problem records to pre-defined support staff or groups |
| Problem Identification |
| Enable problem identification, recording, classification, investigation, and diagnosis |
| Problem Database (links to Knowledge Database) |
| Create a problem database to track problems and associate any identified workarounds |
| Problem Reporting |
| Integrate real-time reports and dashboards to identify shared attributes (incidents, locations, etc.) to determine the root cause of a Problem |
| Problem Auto-Discovery |
| Ability to utilize auto-discovery of data repositories to detect issues (e.g. hardware, software, network) in real-time to reduce response and outage times |
| Problem Trending Data/Analysis |
| Ability to categorize problems to discover trending data |
| Problem Resolution Knowledge Data |
| Document resolutions and/or workarounds via knowledge articles if applicable |
8.12 Incident Management
| Incident Automation |
| Ability to auto-generate incidents based on existing support processes with rule-based prompts, notifications, and views |
| Incident Handling |
| Auto-generate incidents from a variety of external monitoring solutions (e.g. Cisco Works, Solar Winds, etc.) |
| Escalation/Assignment of Incidents |
| Ability to escalate/assign incidents to various functional areas/queues throughout the organization |
| Incident Interface |
| Interfaces to problem, change, configuration, and service level management functionality within the tool |
| Incident Logging |
| Ability to automate or manually log all relevant incident information (e.g. date/time, incident categorization and prioritization, contact info of person(s) related to the incident, incident description, status, relationship to CIs, support analyst/group assigned, related problems and known errors, resolution activities, resolution date/time) |
| Incident Documentation |
| Ability to publish major incident notifications in self-service portal |
| Incident Models |
| Ability to create Incident Models with predefined steps that should be taken |
| Incident Linkage |
| Parent/Child ticket capability: Ability to apply bulk changes or communications on multiple incidents |
| Incident Correlation |
| Ability to perform incident matching against problems and known errors |
| Incident Prioritization |
| Ability to calculate the incidents priority based on urgency and impact |
| Incident Association |
| Ability to associate a CI to an incident |
| Incident Processing |
| Ability to create the following from an incident: Problem, Request, Change, etc. and pass all relevant data on to the next process area |
| Incident Handling |
| Automatically display suggestions for Self-Help to end user upon creation |
| Incident Escalation |
| Ability to support both Functional and Hierarchic escalations |
| Incident Closures |
| Ability to categorize closures (method of closure, resolution of incident, other, etc.) |
| Incident Survey |
| Ability to initiate user satisfaction surveys when incident is resolved |
| Incident Resolution |
| Ability for the Customer to close his/her own incident |
| Incident Resolution |
| Ability to display suggested solutions based on key word searches within the incident |
| Incident Categorization/Grouping |
| Ability to group multiple tickets into a common master incident ticket |
| Incident/SLA Alignment |
| Define a service level agreement between the provider and the customer regarding incident priorities, escalation paths, and response/resolution time frames |
| Incident Categorizations |
| Create and assign categorizations for incident types |
| Incident Categorization |
| Ability to automate process based on incident categorization (e.g. major incident response) |
| Incident Survey |
| Ability to communicate with customers/users and gather feedback on service quality, reliability of equipment, etc. |
| Incident Alignment |
| Ensure alignment of incident management activities and priorities in alignment with governance |
| Incident Standardized Processes |
| Facilitate standardized methods and procedures to support efficient and prompt response times, analysis, documentation, ongoing management and reporting of incidents |
8.13 Change Management
| Change Governance |
| Ability to dissect Changes into multiple stages and assign/view status of each stage |
| Change Documentation |
| Ability to identify and flag unauthorized or undocumented changes |
| Change Requests |
| Ability to associate changes and change requests with CIs |
| Change Procedures |
| Support ITIL based procedures and methods when handling changes |
| Change Management Governance |
| Facilitate the full life-cycle of RFCs in a user-friendly and intuitive format |
| Change Management Governance |
| Accommodate a variety of Changes (e.g. hardware, software, communication equipment) including access to documentation associated with the implementation, support, and maintenance of associated production and development systems |
| Change Processes/Procedures |
| Manage the addition, modification, and removal of CIs |
| Change Management |
| Publish Changes to a calendar (i.e. Forward Schedule of Change) |
| Change Management Governance |
| Support Change approval routing |
| Change Management Governance |
| Ability to categorize changes as Standard, Emergency and Normal, etc. and trigger the appropriate approval workflows associated with each. |
| Change Management Documentation |
| Ability to document Remediation Planning (back-out plan, invocation of service continuity plans, etc.) |
| Change Management Documentation |
| Ability to support and track all change management activities (planning & controlling changes, Change & release scheduling, Communications, Change decision making, Change authorization, Ensuring remediation plans are in place, Measurement and control, Management reporting, Understanding change impact, Continual improvement) |
| Change Management Routing |
| Ensure configuration management system is automatically updated to reflect the impact of any changes |
| Change Management Reporting |
| Provide real-time reports and dashboards to track processes and schedules of Changes (e.g. processed changes, pending changes, unapproved changes) |
8.14 Configuration Management
| Configuration Governance |
| Track various asset types and associated attributes (e.g. licenses, maintenance) |
| Configuration Governance |
| Enable software license Inventory/Tracking/Reporting |
| Configuration Management |
| Includes a Configuration Management Database (CMDB) |
| Configuration Documentation |
| Ability to track/report infrastructure (e.g. hardware, software, assets/properties/CIs, SLAs) |
| Configuration Activities |
| Ability to support/automate activities associated with Service Asset Configuration Management (SACM): Management & Planning, Configuration Identification, Configuration Control, Status Accounting & Reporting, and Verification & Audit. |
| Configuration Control |
| Ability to create baseline profiles for assets under configuration control. |
| Configuration Documentation |
| Ability to document configuration baseline of assets or CIs prior to a release in a manner that can be utilized for subsequent checking against actual deployment |
| Configuration Governance |
| Ability to support internally or interface with systems that support all ITIL process areas (Incident, Problem, Change, Request, etc.) |
| Configuration Classification |
| Contains standard CI and Asset Classes OOB with the ability to easily add custom classes |
| Configuration Alignment |
| Ability to automatically associate CIs to Assets |
| Configuration Management |
| OOB and modifiable naming conventions |
| Configuration Management |
| Ability to lifecycle of each asset |
| Configuration Reporting |
| Ability to automatically initiate routine audits/reports to ensure integrity of assets |
| Configuration Governance |
| Ability to track/report asset owners, support group(s), and users |
| Configuration Reporting |
| Ability to auto-report (conditions-based) under-utilization and over-utilization of software assets |
| Configuration Reporting |
| Ability to capture, generate reports and display information to adequately assess proposed changes |
| Configuration Reporting |
| Ability to track and produce reports that annotate interrelationships between CIs, network equipment, telecom equipment, client workstations, physical servers, clusters, virtual machines, applications, support contracts, software versioning, OS versions, development, test and production categories, peripherals, projectors, printers, scanners, SANs, sites, network closets and data centers |
| Configuration Data |
| Ability to import data (e.g. batch add of assets, CIs, and CI changes) including the ability to add CIs through use of auto-discovery (e.g. SCCM, Tanium, ACAS, etc.) |
| Configuration Accountability |
| Capable of mapping services to infrastructure |
| Configuration Integration |
| Integrate CMDB with change, incident, problem, and release management processes. |
| Configuration Reporting |
| Provide on-demand information related to CIs |
| Configuration Integration |
| Ability to integrate with Scanning products (Tanium, SCCM, ACAS, etc.) |
| Configuration Support |
| Support for multiple versions of CIs (historical views) |
| Configuration Attributes |
| Ability to create user-defined CI attributes |
| Configuration Updates |
| Ability to auto-incorporate newly discovered information into the CMDB |
| Configuration Inventory |
| Track infrastructure software inventory |
| Configuration Auto-Reporting |
| Ability to flag a resource or asset (e.g. “down” or “unavailable”) and auto-generate reports on the time spent in that state |
| Configuration Auto-Notifications |
| Generate auto-notifications to all CI stakeholders when the status of a CI/Asset/Application changes |
8.15 Availability Management
| Availability Data |
| Capture and record data pertaining to IT component downtime (planned and unplanned) |
| Availability Reporting |
| Ability to report the following measures at a minimum: |
• Availability (%)
• Reliability (mean time between service incidents)
• Maintainability (mean time to restore service)
| Availability Correlation |
| Calculate availability of IT Services relative to the availability agreed in SLAs and MOAs |
| Availability Failure Analysis |
| Ability to ingest data to support Service Failure Analysis stages (e.g. Select opportunity, Scope Assignment, Plan Assignment, Build hypothesis, Analyze data, Interview key personnel, Findings and conclusions, Recommendations, Report, Validation) |
| Availability Knowledge Management |
| Ability to incorporate the business requirements for IT availability associated with a business service into Knowledge Management Repository (access controlled by need to know) |
| Availability Analysis |
| Ability to support routine Component failure impact analysis (CFIA) activities with the ability to track: Component availability weighting |
• Probability of failure
• Recovery time
• Recovery procedures
• Device independence
• CI Dependencies
| Availability Integration |
| Ability to interface with the following: |
• Service Portfolio and Service Catalog
• Service Level Management
• SACM
• Incident and Problem Management
• Capacity Management
| Availability Integration |
| Ability to interface with the Service Desk, Problem Management, and Change Management functional groups |
| Availability Management |
| Ability to automate component downtime detection |
| Availability Interfaces |
| Interface with database repository tools required to support other IT Infrastructure Management processes (e.g. CMDB, Capacity Management database) |
| Availability Reporting |
| Ability to produce standard reports (e.g. monthly Availability reports, Availability Plan, SOA status reports) |
| Availability Reporting |
| Ability to report on the availability of IT Services relative to the availability agreed in SLAs and MOAs |
| Availability Reporting |
| Ability to report percentage of services and infrastructure components under availability monitoring |
8.16 Capacity Management
| Capacity Change Management |
| Integrate interface to Change Management for capacity related changes |
| Capacity Management |
| Ability to store and control versions of configurable capacity plans |
| Capacity Interface |
| Interface with the Service Desk, Problem Management, and Change Management functional groups |
| Capacity Utilization |
| Capture capacity utilization data and forecast reports |
| Capacity Management Integration |
| Interface with enterprise capacity management systems |
| Capacity Modeling |
| Support forecasting by modeling and providing trending data associated with IT Services |
| Capacity Automation |
| Enable automation through Capacity Management triggers (e.g. New/Changed services, Service breaches, events, alerts, periodic trending and modeling, threshold-based alerting) |
| Capacity Interface |
| Interface with database repository tools required to support other IT Infrastructure Management processes (Availability Management, SLM, ITSCM, Incident Management, Problem Management, Demand Management, etc.) |
| Capacity Management |
| Monitor response time and throughput of applications and services |
8.17 Demand Management
| Demand Attributes |
| Ability to capture the following attributes associated with Patterns of Business Activities (PBA): |
• Classification
• Frequency
• Volume
• Location
• Duration
• Requirements (performance, security, availability, privacy, latency or tolerance for delays)
• Service Asset Requirements
| Demand Integration |
| Ability to support or interface with systems that support the following: Business Relationship Management, Financial Management, Service Portfolio Management, SLM, Availability Management, Capacity Management, ITSCM, Change Management, SACM, Service Validation and Testing, Seven-Step Improvement process, etc. |
| Demand Actions |
| Ability to automatically initiate Demand activities associated with the following triggers: |
• A request from a customer for a new service, or change to an existing service. This will be initiated through business relationship management and service portfolio management.
• A new service is being created to meet a strategic initiative – this will be initiated through service portfolio management.
• A service model needs to be defined, and patterns of business activity and/or user profiles must be defined.
• Utilization rates are causing potential performance issues, or a potential breach to an SLA.
• An exception has occurred to forecast patterns of business activity.
| Demand Management |
| Ability to assign a single IT point of contact for each product or service in the IT portfolio |
8.18 Service Catalog (component of Service Portfolio Management)
| Service Catalog Listing |
| Ability to display a list of the services provided by the enterprise |
| Service Catalog |
| Ability to support a hierarchy of services (e.g. customer-facing Services, supporting services) |
| Service Catalog Metrics |
| Ability to display a variety of information pertaining to services provided by the enterprise (e.g. hours, service level, service availability) |
| Service Catalog Attributes |
| Ability to document the following attributes about a Service at a minimum: |
• Name
• Description
• Type
• Supporting Services
• Organization Owner(s)
• Army Unit(s)
• Service Owner(s)
• Business Impact
• Business Priority
• Service Level Agreement
• Service Hours
• Organization Contacts
• Escalation Contacts
• Service reports
• Service reviews
• Security rating
| Service Catalog Interfacing |
| Ability to interface with systems supporting: Demand Management, Incident Management, Service Portfolio Management, Service Catalog Management, Availability Management, Capacity Management, IT Service Continuity Management, Information Security Management |
| Service Catalog Automated Interfacing |
| Self-service options customizable per specific group, unit, or permission level (Dashboard, Reports, tickets, related information) |
| Service Catalog Self Help |
| User friendly Web self-service Portal (Service Request, search Knowledge base, chat, etc.) |
| Service Catalog Documentation |
| Establish and monitor status of service contracts and SLAs between the organization and its customers or third party service providers |
| Service Catalog Requests |
| Ability to align requests for new services or for enhancements to Service Catalog |
| Service Catalog Inventory |
| Enable the collection of information and inventory on existing services and establish requirements to maintain those services (Business Relationship Mapping) |
| Service Catalog Alignment |
| Alignment with Service Catalog to include all services that have been approved, in development, or currently deployed, which includes Service description, Policies, SLAs |
| Service Catalog Repository |
| Ability to create a service portfolio and align services to the portfolio |
9. GFE
The Government will provide the following:
Sponsorship in order for the Contractor to obtain NIPR/SIPR access Access to common services (such as EAMS-A, ACAS) with which ITSM SaaS needs to interface for operations and compliance
10.0 Performance Requirements
As indicated above, the contractor shall maintain 99.99% availability for all Army environments as calculated below. In addition, the contractor shall respond to requests within 30 minutes for Urgent requests, 2 hours for Immediate requests, or 1 day for Routine requests from requestors authorized by the Government.
ITSM SaaS Availability
1. SLA SUMMARY
| 1A. TASK AREA |
| Task 2 – ITSM SaaS Tool |
| 1B. Performance Category |
| Responsiveness |
| 1C. ITEM # |
| 1 |
| 1D. SLA Name |
| SaaS Availability |
2. SLA OVERVIEW
| 2A. SLA DESCRIPTION |
| SaaS availability metric is 99.99% availability on a monthly basis and measures the availability of the ITSM system. Any outage caused due to the connection to the Army’s NIPR network, or not the result of events or actions within the direct management and control of the Contractor are excluded when calculating the availability. |
| 2B. RATIONALE |
| Incentivizes provisioning and staffing of ITSM to ensure maximum customer satisfaction. |
| 2C. PERFORMANCE PERIOD |
| This SLA is in effect on a continuous basis 24 hours per day, 7 days per week without interruption throughout the Contract period of performance |
3. SLA MEASUREMENT
| 3A. MEASUREMENT INTERVAL |
| The Measurement Interval is one (1) month |
| 3B. MEASUREMENT PERIOD |
| The Measurement Period begins at 00:01 on the first day of the month and ends at 24:00 on the last day of the month |
| 3C. SOURCE OF MEASUREMENT DATA |
| The sources of measurement data is the onscreen dashboard from the technical ITSM platform indicating system availability. |
| 3D. METHOD OF MEASUREMENT |
| A dashboard will be provided that details by month the total hours/minutes/seconds per month, unscheduled application downtime, availability based on unscheduled downtime, scheduled application downtime, and availability based on scheduled downtime. |
| 3E. TIMING OF MEASUREMENT |
| SLA attainment is calculated at the end of the Measurement Period |
| 3F. METHOD OF GOVERNMENT SURVEILLANCE |
| Subject to random or planned audit by the Government or its third party designee |
| 3G. ASSUMPTIONS/ CONDITIONS |
| None |
4. SLA CALCULATION
| 4A. NUMERATOR |
| Uptime minutes in month = Total minutes in month – (Regular Scheduled Maintenance with an outage and approved change requests for an outage and Force Majure or disaster event) – total Priority 1 (Major impact to the US Army. Normal business operations cannot be conducted. Users are affected regionally, nationwide, or globally for an extended period of time and no Work Around is available) minutes in the month. |
Monthly Availability = Uptime minutes in the month (as defined above)
DIVIDED BY
| 4B. DENOMINATOR |
| (Total Minutes in Month – (Regular Maintenance and approved change requests for an outage and Force Majeure or disaster event)). |
5. SLA PERFORMANCE OBJECTIVE
| 5A. HOLD HARMLESS PERIOD |
| Notice to Proceed until AOR plus 30 calendar days |
| 5B. MINIMUM SERVICE LEVEL OBJECTIVE |
| 99.99% |
| 5C. SERVICE LEVEL OBJECTIVE TIMEFRAME |
| The Minimum Service Level Objectives in cell 5B is effective as of AOR |
6. KPI ADMINISTRATION
| 6A. REPORTING FREQUENCY |
| Monthly |
| 6B. REPORTING COMMENCEMENT |
| Reporting to commence at AOR |
| 6C. NOTES AND COMMENTS |
| None |
