BSMCaseStudyAttachment2.docx

Case Study for BSM The following National Finance Center (NFC) Case Study is provided as an example of a USDA sub-agency that may be requesting delivery orders under this acquisition.

NFC Background The mission of USDA NFC is to provide reliable, cost-effective, employee-centric, systems and services to Federal organizations, thus allowing our customers to focus on serving this great Nation through their mission delivery. NFC is the operations component of the USDA’s Office of the Chief Financial Officer (OCFO). OCFO, with offices in Washington D.C and New Orleans, leads the way to fiscally sound, cost-effective program delivery, supported by reliable financial management information and infrastructure. NFC services small and large customers alike. NFC's customer base is comprised of more than 170 Federal organizations, representing 660,000 Federal employees in the three branches of the Government. NFC operates integrated Payroll/Personnel Systems and provides related support services for the Federal Government. NFC provides administrative payments and collection information system services to over 120 Federal Departments, Agencies, Offices, and Bureaus. Services include biweekly payments via EFT or checks, current personnel records, and both system generated and ad-hoc reporting. Systems are specifically designed to readily accommodate the unique requirements of each customer's needs and mission. NFC is continually acquiring new initiatives, projects and tasks. NFC competes for new hosting projects, in addition to re-hosting projects that are directed by management. Because the NFC is a fee-for-service (Working Capital Funded) organization, our services must be the most advantageous cost/price-wise, in accordance with (IAW) the Economy Act of 1932.

NFC's BSM architecture is comprised of manual processes and tools to support operational services, but to be successful, the NFC requires an integrated tool set to share and provide capabilities across NFC organizational branches.

Enterprise Infrastructure The NFC Enterprise Infrastructure (EI) consists of a collection of governance practices, policies, processes, hardware and software. The hardware and software which make-up the EI mid-tier include: HP mid tiers servers with VMWare, Windows Server 2003 and 2008, RedHat Linux, and Citrix Xenapp.

The NFC EI general support system (GSS) connects NFC resources to the Internet, the USDA network, other US Government agencies, and financial institutions. The Internet connection used by NFC user client applications is secured via Secure Sockets Layer (SSL) encryption services. Connections to other organizations are accomplished through trusted connections, such as the USDA Universal Telecommunications Network (UTN), and shared-secret Virtual Private Networks (VPNs). The NFC EI GSS also includes user-level VPNs to permit NFC employees and authorized customers to work from remote locations.

The primary components that support the network infrastructure consist of redundant Cisco core switches, redundant multilayered Cisco distribution switches, redundant Checkpoint firewalls, F5 Load Balancers, multiple security zones, virtual local area networks (VLANs), Domain Name Services (DNS), and McAfee Security Information and Event Management (SIEM) appliance.

To provide network connectivity to the Backup Computing Facility (BCF), NFC has implemented an extension of the Primary Computing Facility (PCF) network. In the event of a catastrophic failure at the PCF, NFC production operations will be manually switched over to the BCF with the required UTN VPN network connections to re-establish connection to NFC customers and resume production operations.

The Business Operations Center (BOC) is located in New Orleans, LA. Connectivity is required between the BOC, the PCF (located in Denver, CO), the BCF (located in St. Louis, MO) and Alternate Work Sites (AWSs). Systems at the PCF and BCF are managed from the BOC via connectivity across the UTN – NFC VPN network.

Personnel at the BOC are able to manage the Local Area Networks (LANs) in both the PCF and the BCF. Operations and Security Centers (OSCs) exist in both New Orleans and Denver. A smaller OSC is maintained in Denver in case the New Orleans OSC is unavailable or offline. OSC network equipment and segments will be implemented at deployment. Additional personnel may be deployed to man the Denver site only when necessary. The networking equipment at both the PCF and BCF is very similar due to the active/active nature of the network.

The NFC EI GSS System Security Plan (SSP) contains not only the specific and hybrid National Institute of Standards and Technology (NIST) Special Publication (SP) 800-53, Revision 3 controls for the NFC EI GSS, but also the common controls for NFC GSSs, as well as Major Applications (MAs) residing on them. In addition, it provides for the security controls of both the PCF and BCF data centers. Therefore, MAs and/or GSSs utilize the NFC EI GSS SSP as a reference document within their security documentation.

Long Term Objectives The purpose is to acquire, implement, and maintain complete and integrated Business Service Management (BSM) architecture solutions of processes, tools, and professional services. The technical solution shall follow the Information Technology Infrastructure Library (ITIL) version 3 (v3) and best practices across Information Technology Services Management (ITSM) lifecycle for integration and deployment for the United States Department of Agriculture (USDA). The BSM solution will provide real time visibility into ITIL processes aligned with business services.

1. Service Strategy foundation

2. Service Design foundation

3. Service Transition foundation

4. Service Operation foundation

Phase I BSM Background

1.0 The US Department of Agriculture (USDA) National Finance Center (NFC) currently utilizes a limited number of BMC Remedy components to provide services to NFC customers internally and externally and internally for NFC activities. Components currently implemented include services for Incident Management, Problem Management, Change Management and Knowledge Management. The existing implementation is on Version 7.1 Patch 006 utilizing separate development, testing, training, and production environments. The current NFC BSM implementation and support applications are nearing the end of service and the database server, IBM AIX server, needs to be replaced with the Enterprise Architecture servers, virtualized HP 580s.

1.1 The current BSM implementation has several contributing factors that make an upgrade of the current system impractical and too costly. It is most likely that the current implementation does not take advantage of all the products features/functionality, as it is unlikely that the current implementation follows best practices. The system uses older technology, some nearing or at the end of vulnerability support life and/or have reached End of Life.

1.2 Phase I, for NFC to move toward an ITIL v3 organization, is to obtain a Technical & Management Plans, with associated pricing and a preliminary design to: Acquire (1) products and (2) SaaS which provides a way forward in achieving an ITIL v3-based solution for the portions of Remedy NFC has deployed. These plans will provide the details necessary for NFC to make Center-wide decisions regarding converting our legacy system (described above) to an ITIL based solution. If NFC chooses the BSM Product Based solution, NFC will provide Platform as a Service to the contractor. The Technical & Management Plans, associated pricing and preliminary design to convert the data to a new installation using the these plans which map to the portions of Remedy 7.1 that is currently used. As well as, provide the configurations/customizations necessary to achieve our current services. We are willing to change internal processes, but we have to meet our customers’ requirements. NFC wants follow best practices and processes to the degree practical, but the services NFC provides to our customers should not be diminished. Neither can the system go down, except during a maintenance weekend. Also, all environments cannot be converted at one time.

NIST Definition: Platform as a Service (PaaS). The capability provided to the consumer is to deploy onto the cloud infrastructure consumer-created or acquired applications created using programming languages, libraries, services, and tools supported by the provider. The consumer does not manage or control the underlying cloud infrastructure including network, servers, operating systems, or storage, but has control over the deployed applications and possibly configuration settings for the application-hosting environment.

The Contractor shall include with the proposal a Technical Review Board (TRB) Package submission for the recommended preliminary design. An example of a TRB package is provided herein and titled Sample TRB Package.

Enterprise Infrastructure Mid-Tier Servers Currently available infrastructure of the NFC is identified below.

ProLiant Configuration Server 1

Summary Description:

HP ProLiant DL580 G7 Server 4-10 Core, Intel Xeon; TBD GB RAM - Upgradeable;2-4 HP RAM Boards; 2 RAID 1, 146 GB – min. 15K RPM

RESERVED Order RAM as Required

ProLiant Configuration Server 2

Summary Description:

HP ProLiant DL580 G7 Server 2-10 Core, Intel Xeon; TBD GB RAM - Upgradeable; 4 HP Memory Boards; 2 RAID 1, 146 GB – min. 15K RPM

RESERVED Order RAM as Required

ProLiant Configuration Server 3

Summary Description:

HP ProLiant DL580 G7 Server 4-8Core, Intel Xeon; TBD GB RAM - Upgradeable; 2-4 HP Memory Boards; 2 RAID 1, 146 GB – min. 15K RPM

RESERVED Order RAM as Required

SAMPLE TRB PACKAGE

Phase I, Moving toward an ITIL v3 organization

Indicate if review is PRELIMINARY __X___ CRITICAL _____

BACKGROUND:

The US Department of Agriculture (USDA) National Finance Center (NFC) currently utilizes a limited number of BMC Remedy components to provide services to NFC customers internally and externally and internally for NFC activities. Components currently implemented include services include Incident Management, Problem Management, Change Management and Knowledge Management. The existing implementation is on Version 7.1 Patch 006 utilizing separate development, testing, training, and production environments. The current NFC BSM implementation and support applications are nearing the end of service and the database server, IBM AIX server, needs to be replaced with the Enterprise Architecture servers, virtualized HP 580s.

The current BSM implementation has several contributing factors that make an upgrade of the current system impractical and too costly. It is most likely that the current implementation does not take advantage of all the products features/functionality, as it is unlikely that the current implementation follow best practices. The system uses older technology, some of nearing or at the vulnerability support life.

Phase I for NFC to move toward an ITIL v3 organization, is to obtain a Technical & Management Plans, with associated pricing and a preliminary design assist the Government in selecting which option to go forward.

DISCUSSION:

RECOMMENDATION: Consider accepting this preliminary design.

AG-3142-S-13-0039 ATTACHMENT 2

As-Is Environment Components As-Is Remedy Environment Components

1.5

10g

As-Is Installed Software

As-Is Installed Software

VMWare

Per Physical Host

SSL Certificates

image1.png