Attach 13-Task 11 ITSM Support V1_5.pdf

Information Technology Support Services (ITSS)

Task Statement of Work

(TSOW 11)

Information Technology Service

Management Support 22 November 2022

Enterprise Services Center 6500 South MacArthur Boulevard

Oklahoma City, OK 73125

TASK STATEMENT OF WORK (SOW)

Task Name: Information Technology Service Management Support Requirement

Task Identification: Task 11

Work Originator: Service Desk and Remote Support Branch (AMK-261)

COR: Mike McClellin

Technical POC: Dewayne Harp

Task Type: Time & Material

1. Description/Summary

The objective of this procurement is to furnish a level of administration and support for the Service Desk and Remote Support Branch (AMK-261). This organization has requirements to maintain, build, and support an Information Technology Service Management (ITSM) tool in support of a number of national and local systems. The current toolset being used is ServiceNow including the ITSM suite of applications, Customer Service Management (CSM) and Information Technology Operations Management (ITOM), Further references will be referred to as ITSM tool within this TSOW.

The contractor shall provide administration and support services, which includes building configuration workflows. Duties will be performed within the Service Desk and Remote Support Branch, AMK-261, including multiple, varying and complex assignments that involve the administration, documentation, configuration, modification, testing, and support of new or existing Information Technology Service Management (ITSM) suite applications and their infrastructure. These duties include, but are not limited to: (1) Gather customer requirements; (2) Translate user requirements into systems requirements; (3) System configuration; (4) Administer and maintain various code and scripts; (5) Administer and maintain user interfaces; (6) Work with customers to test applications; (7) Maintain program documentation; (8) Ensure the rigorous application of DOT/FAA information security/information assurance policies, principles, and practices; (9) provide on-call support as scheduled. Contractor shall apply experience and technical knowledge applicable to administering and maintaining ITSM applications; supporting the Configuration Management Database (CMDB); and ensuring that the service desk software utilized by the Customer Services Center (CSC) is functional 24x7X365 days a year and, if applicable, the version levels are maintained to ensure the highest performance levels.

2. Place of performance

The contract is to be performed primarily at the Mike Monroney Aeronautical Center (MMAC), 6500 South MacArthur Blvd, Oklahoma City, Oklahoma, unless otherwise mutually agreed upon between the Government and Contractor. Should the successful Contrator’s proposal include provisions for Contractor personnel to work at a location other than the MMAC, the Contractor’s pricing must include all proposed costs relative to Contractor personnel working at the off-site facility. Place of Performance must be in the 48 contiguous states.

3. Work Schedule

The work schedule is Monday thru Friday with a start time no earlier than 7:00am Central time and no later than 8:30am Central time unless authorized in advance by the COR. The task requirements are variable and unpredictable, and may require other than normal periods of work. Contractor personnel may be required to work flexible workdays, including weekends. All hours above 40 hours in a week must be authorized by the COR. Use of telework is authorized on this task. The COR must approve telework schedules including those on an exception basis for emergency or inclement weather situations.

All Federal holidays will be acknowledged by all contract support unless specifically approved by the

COR.

4. Security/Privacy Requirements

Contractors must meet personnel security/suitability sensitivity levels commensurate with their position sensitivity level and are subject to personnel investigation requirements (e.g., FAA Order 1600.1F).

Contractors will be required to acknowledge a Rules of Behavior statement pertaining to their privileged user role. Content of all data the contractor works with and results are assumed to be privacy data and will be held confidential.

5. Government Provisions

Reference paragraph xxx.xx of the PWS.

The government will provide a workstation, office space, office phone, and VPN access, unless Remote work, then government will provide laptop, office phone via VOIP and VPN access only. Is additional verbiage needed to address remote workers?

6. Task Assignment

The Information Technology Service Management Administration team is structured in the tool to have incident, change, requests, cases and problem tickets assigned to the group. The contractor will work all ticket types as they come into the queue. Ownership of the ticket will be designated in the assignee field.

Change tickets are discussed either in a weekly meeting or in ad hoc daily status meetings where assignments are made and designated in the Change Coordinator field of the ticket. Assignments outside of incident, requests, cases and change tickets, such as support of upgrade efforts, on-call duties or administration/maintenance of the system, will be made to the contractor by the COR or Lead in AMK-

261. Established policies/procedures provide guidance for most assignments, but allow considerable discretion to select the most appropriate approach or to recommend new approaches.

In addition, the Enterprise Service Center has adopted the SAFe/Agile methodology. As such, the ITSM Administration team can receive requests for work from other teams to be delivered in a time frame called an iteration. Any such requests will have a ticket logged for this work with the intent to meet the requested time frame. The SAFe/Agile methodology has scheduled meetings that the contractor will also be required to attend.

7. Applicable Standards and Business Processes

The Information Technology Infrastructure Library (ITIL) and ISO9000/20000 practices are the general basis for the operations and procedures within the organization.

8. Travel

Travel may be required, reference paragraph x.x of the PWS.Get verbiage from Monique.

9. Delivery/Performance Requirements

Tickets in the ITSM Admin queue are assigned service targets based on the priority of the ticket. Task tickets are related to parent tickets that may have service targets. The organizational objective is to meet the service target requirements 80% of the time.

Administrative/maintenance functions are carried out in regular intervals some of which require filling out checklist log files, and clearing system errors or log files. Assignments related to projects are tracked based on meeting specified target dates.

10. Inspection and Acceptance of Support Service Deliverables

Tickets will be reviewed to ensure service targets are being achieved at least 80% of the time.

Administrative/maintenance functions will be spot checked by the COR to insure tasks are being completed as required.

Project status reports will be used to insure timely completion of assigned project tasks.

Customer feedback and the amount of re-work will be used to determine the quality of resolving incidents and implementing changes.

Version Date Description

1.0 2/11/2019 Baseline version

1.1 4/1/2019 Modified wording in Section I

1.2 4/11/2019 Revise Technical POC

1.3 01/30/2020 Revise Technical POC and Place of performance

1.4 12/21/2020 Revise adding Service Now as an ITSM tool

1.5 09/12/2021 Revise removing Remedy reference, updating routing.

TASK STATEMENT OF WORK (SOW)