Attachment 27 - EOC Service Desk and Support.pdf

EOC Service Desk and Support

Web-Based Jury Management System

Version 1.1

Attachment 27

Contents Overview

Users and Roles Stakeholders

Service Desk and Support – Service Desk Service Desk and Support Service Request and Incident Management Structure

Service Desk Tiers Communications Management

Communications, Coordination, and Response Communication Reporting

Event Management Change Management and Release and Deployment Management

Release and Deployment Authorized Service Interruptions (ASIs)

Incident and Problem Management Process and Procedures Request Fulfillment Service Desk Support Hours

Business Hours After Hours Support

Knowledge Articles Use of AO’s IT Service Management Tool

Attachment 27 1

Overview

The current Jury Management System (JMS) uses old technology and is being upgraded to new server technologies as well as being upgraded to a web-based application. The look and feel of the web-based application is expected to be substantially different from the current user-driven interface.

This document defines the Government’s Enterprise Operations Center’s (EOC’s) responsibilities to the Contractor and the Contractor’s responsibilities to the EOC. It provides an outline of the EOC’s support structure and operations. The Contractor is required to work with the EOC to provide end users of the web-based JMS application seamless support.

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Service Desk and Support – Service Desk

The Contractor shall staff and maintain a service desk operation in coordination with the Government’s Enterprise Operations Center (EOC) that delivers end-to-end management of service requests, incidents, communications, problems, and knowledge across Tier 3 support requests. In the implementation of the service and support desk capability and in its ongoing operation the Contractor shall work with EOC to coordinate on communication and incorporate EOC processes, policies, and procedures into the web-based JMS Tier 3 support request processes.

The Contractor shall develop operating procedures which are consistent with the following EOC Standard Operating Procedure documents:

1. EOC-NSD-SOP-SBO-24-102-Incident-Management (Attachment 28)

2. EOC-NSD-SOP-SBO-22-103-Request-Fulfillment (Attachment 29)

3. EOC-SOP-SBO-20-101-Communications (Attachment 30)

4. EOC-SOP-SBO-22-102-Problem Management (Attachment 31)

5. EOC-SOP-SBO-22-105-Knowledge-Management (Attachment 32)

Service Desk and Support

a) The Contractor shall staff and maintain a Tier 3 service desk operation to facilitate communication with AO regarding the web-based JMS solution as necessary to meet the requirements of this Web-Based JMS IDIQ Statement of Work (SOW).

b) The Contractor will have the overall goal of providing technical expertise and have an in-depth knowledge of how to resolve complex issues related to the web-based JMS solution.

The Contractor shall be responsible for:

1. Assisting the customer with more intricate technical issues that may involve system configuration, network connectivity, or application performance;

2. Assisting users in diagnosing and resolving performance-related problems with the web-based JMS solution, including slow loading times and responsiveness issues;

3. Providing guidance and troubleshooting assistance for migrating data to or integrating data from external sources into the web-based JMS solution;

4. Assisting users with advanced configuration settings, customization options, and integrations with other tools or services;

5. Addressing issues related to compatibility between the web-based JMS solution and associated/applicable operating systems, browsers, or third-party software;

6. Guiding users through complex tasks, advanced features, and specialized capabilities with the web-based JMS solution.

7. Providing support for more intricate security concerns, access control mechanisms, and user roles within the web-based JMS solution;

8. Diagnosing and resolving error messages, system logs, and technical alerts generated by the web-based JMS solution;

9. Helping users with database-related issues, data integrity, backups, and recovery within the web-based JMS solution;

10. Providing assistance with API integration for advanced users seeking to extend the functionality of the web-based JMS solution;

11. Collaborating with Tier 1 support and coordinating escalations to Tier 2 or higher levels of support when necessary;

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12. Coordinating with development teams and third-party providers to address complex technical issues that require deeper insights into the application’s code or infrastructure.

Service Request and Incident Management Structure

Service Desk Tiers

Tier 1

The Contractor shall be responsible for including the National Service Desk (NSD) in the training plan, to transfer the knowledge of the web-based JMS application.

Tier 2

a) The Contractor shall have primary responsibility for resolving support requests escalated to

Tier 2 from NSD for web-based JMS functional or technical support.

b) The Contractor shall follow the EOC Incident Management SOP for working on and responding to each incident escalated to Tier 2.

c) The Contractor shall follow the EOC Request Fulfillment SOP for Service Requests.

Tier 3

a) The Contractor shall be responsible for handling Tier 3 incidents related to web-based JMS functional or technical matters, including reach-back to software vendors.

b) The Contractor shall establish and maintain with the Government the list of contractors that request read/write access to the production web-based JMS application to support Tier 3 service requests.

c) The contractor shall follow the EOC Request Fulfillment SOP for Service Requests and the EOC Incident Management SOP for incidents.

Communications Management

The Contractor shall follow the established EOC communications SOP to manage and support the system notifications bulletins, program announcements, and communications required of the web-based JMS operations and program stakeholders. The Contractor shall provide support to verify effective communication and timely responses.

The Contractor shall in consultation with Government maintain the Communications Plan that describes the process and structure to manage and support system notification, program announcements, and communications among the web-based JMS operations and production activities, and program stakeholders.

Communications, Coordination, and Response

The Contractor shall:

a) Coordinate with NSD/Infrastructure Operations Division (IOD) to identify the source of issues relating to web-based JMS or supporting services, and to assist with troubleshooting efforts.

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b) For system outages or system degradation, provide a Root Cause Analysis (RCA), using the EOC standardize template (Attachment 33), within three (3) business days once an issue is resolved.

Communication Reporting

The Contractor shall:

a) Notify the web-based JMS NSD support team of any functionality loss in accordance with NSD Outage and Degradation reporting criteria as described in the following table:

Type Functionality Loss Type

NSD Reporting Threshold

Need to Know

Outage Complete Immediately upon identification

• Detailed description of the outage

• Root cause if known

• Mission impact for affected users

• Start date and time

• Courts/Districts affected

• Current action/status/update on resolution

• Target time to restore (if known)

Degradation Partial Immediately upon identification

• Detailed description of the outage

• Root cause if known

• Mission impact for affected users

• Start date and time

• Courts/Districts affected

• Current action/status/update on resolution

• Target time to restore

Event Management

If applicable, the Contractor shall provide the Government with view access to performance monitoring, capacity usage, and event alerting/notification dashboards/tools for web-based JMS events within the IT infrastructure. Performance monitoring shall detect events and escalate exception conditions. An event can be defined as any detectable or discernible occurrence that has significance for the management of the IT infrastructure or the delivery of IT service and evaluation of the impact a deviation might cause to the services.

The Contractor shall provide the web-based JMS logs and incident alerts to the Government EOC’s National Logging Service (NLS). The Contractor shall integrate with the Government’s Splunk environment. The EOC will discuss the Splunk export steps in further detail during the Project Kickoff Meeting that includes all stakeholders.

Change Management and Release and Deployment Management

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The Contractor shall be responsible for the process of managing changes and planning, scheduling and controlling the rollout of IT service updates and releases to the production and district training environments. As such, the Contractor must integrate the NSD into release and deployment management activities to allow them to be informed and postured to support pending service changes.

Release and Deployment

a) The Contractor shall provide white-glove support to the NSD for two (2) weeks, when fielding a service change or adding a new capability,

b) The Contractor shall provide demonstrations of the new functionality in advance of agreed upon releases – preferably a week before the deployment to Production.

c) The Contractor shall transfer knowledge of relevant information to NSD personnel before a release is deployed to the production environment.

d) The Contractor shall update Tier 0 (end user self-help artifacts) and send communications to stakeholders when any changes occur.

Authorized Service Interruptions (ASIs)

a) The EOC shall leverage the OCS Bulletin process and Enterprise Release Calendar (ERC) for Planned Maintenance or ASIs to notify courts aware of scheduled changes to Government services.

b) The Contractor shall submit completed OCS bulletins and ERC entries (as noted in the OCS Bulletin and ERC Templates document – Attachment 34) to the Program Office no later than seven (7) business days before required ASIs.

c) The Contractor shall provide the NSD Enterprise Communication and Coordination Cell (ECCC), NSD web-based JMS Support Team lead, and the Program Office with completion/failure status of Planned Maintenance/ASI within two (2) hours of the planned ASI end time so the Government can be made aware (for instructions, see the provided OCS Bulletin and ERC Template document – Attachment 34).

Incident and Problem Management Process and Procedures

a) The Contractor shall, in consultation with the Government, establish a comprehensive problem reporting, analysis, communication, escalation, and resolution process to be delivered as an Incident Management, Problem Management, Knowledge Management, Request Fulfillment and Communication Plan, that will outline the strategy and approach required to respond to various incidents, problems or issues reported by users. These deliverables will describe the web-based JMS processes which shall augment and be consistent with the Government-level processes already documented.

b) The Contractor shall follow EOC Incident Management and Problem Management SOPs.

c) The Contractor shall review all developed plans and update monthly or as needed.

d) The Contractor shall verify that all plans, processes and procedures adhere to all policies, guidelines, bulletins, memos and standard operating procedures established by the judiciary, that are applicable to the Enterprise Operations Center (EOC). When applicable

Attachment 27 6 policies, procedures or guidelines change the established processes, the Contractor shall notify the appropriate Government officials to mitigate issues.

e) The Contractor shall develop the Incident Plan to integrate with existing EOC SOPs in a manner that avoids an inconsistent user experience, duplication of effort, loss of information, or delays in communications.

f) The Contractor shall incorporate the Incident Plan into work required under tasks included within the Web-Based JMS IDIQ Statement of Work (SOW).

g) The Contractor shall develop the SOPs in accordance with Information Technology Infrastructure Library (ITIL) fundamentals and EOC SOPs, including robust and effective incident management, request fulfillment, problem management, communication management and knowledge management.

h) The Contractor shall develop the Incident Plan to include a multi-tiered Service Desk process, including the tools to be used and documentation to be provided and maintained.

i) The Contractor shall maintain the historical data related to services requests, incidents, and problems including cause analysis and resolution process and make this data available to Government. For clarity, the Contractor shall provide comprehensive supporting information within each ticket within the Government’s Information Technology Service Management tool.

j) The Contractor shall perform reasonable due diligence on the web-based JMS application prior to launch to identify and document standard operating procedures (SOPs) needed for supporting the web-based JMS application.

k) The Contractor shall update the Known Error Database (KEDB) when the error is identified at the Tier 3 level and will include the approved work-around if one exists. For clarity, the Contractor shall be responsible for this action if identified by Tier 1/2 and escalated to Tier 3 for assistance. If Tier 1/2 knows the work-around, they will create a KEDB article. If Tier 1/2 does not know the work-around, they will escalate to Tier 3 who should in turn identify the work around in a KEDB article.

Request Fulfillment

The Contractor shall integrate their Tier 3 support operations into EOC’s Request Fulfillment Process. They shall provide NSD with defined roles/responsibilities for supporting the fulfillment of service requests/standard changes to clearly identify NSD responsibilities associated with Tier 1/2 resolution and Tier 3 escalation requirements.

Service Desk Support Hours

Business Hours

The Contractor shall provide service desk support Monday through Friday during the hours of 8:00 AM to 8:00 PM US Eastern Time excluding federal holidays recognized by the Government.

After Hours Support

The Contractor shall provide 24/7 emergency Tier 3 support capability in an on-call capacity to work on the analysis and resolution of Tier support requests of a mission critical nature.

A mission critical incident results in a severe impact to users that does not allow them to utilize the application for critical business processes. Examples include: a system outage; business-

Attachment 27 7 critical process cannot be performed, and a manual workaround is not available; or system performance for a business-critical process takes an inordinate amount of time to complete and renders the process not usable.

The Contractor shall:

a) Respond to escalated Tier 3 Incident tickets that have been defined as Critical and High.

a. Critical incidents shall be marked as Priority 1 (P1)

b. High incidents shall be marked as Priority 2 (P2)

b) Establish a cost-effective on-call model to deliver 24/7 emergency triage and support coverage.

c) Provide emergency triage coverage that includes, but is not limited to:

a. Providing a point of contact for after-hours support.

b. Being available for after-hours to support P1 and P2 incidents.

c. Following the Government’s SOP on using the on-call reporting tool that manages incidents for the EOC.

d. Resolving P1 and P2 incidents by the target timeframes.

e. Managing on-call schedules for resources using the Government’s on-call reporting tool, to keep the EOC apprised of ongoing staffing changes.

Knowledge Articles

a) The Contractor shall, on an on-going basis, create and maintain knowledge base articles within the NSD ITSM tool, checklists, and flow diagrams based on their knowledge of, and experience with, the web-based JMS solution to reduce incidents and improve time to resolution.

b) The Contractor shall perform a diligent search of knowledge base articles for Tier 2 requests prior to escalation to Tier 3.

c) The Contractor shall identify incidents that are repetitive in nature to review and determine if a knowledge base article should be written in support of the overall goal of reducing time to resolution and cost of resolution.

d) The Contractor shall review content created during training to generate knowledge base articles based on the content.

e) The Contractor shall provide a list of known errors in the Known Error Database (KEDB) within the ITSM tool and training to NSD on known workarounds.

Use of the Government’s IT Service Management Tool

a) The Contractor shall follow the Government’s process for tracking and resolving the

Government tickets for all service request and incidents.

b) The Contractor shall provide the Government ticket number in communications regarding a service request and or incident.

c) The Contractor shall directly update Government ticket records in the Government’s ITSM tool including entering the details of the resolution.

NOTE: The Contractor shall send a list of personnel needing access to Government systems such as the ITSM tool no later than thirty (30) days after contract award.