B08 Attachment 0001 AESMP IDIQ SOO Summary 14 Sep 21.pdf

ARMY ENTERPRISE SERVICE MANAGEMENT PLATFORM (AESMP)

IDIQ SOO SUMMARY

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FOR OFFICIAL USE ONLY

DEPARTMENT OF THE ARMY

Army Cyber Command (ARCYBER)

Army Enterprise Service Management Platform (AESMP)

Indefinite Delivery, Indefinite Quantity (IDIQ) Statement of Objectives (SOO) Summary

September 14, 2021

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Contents I. Purpose:

II. Background:

III. Place of Performance:

IV. Goals, Performance Objectives, and Outcomes:

IV. Constraints:

V. Clarifying definition: ......................................................................... Error! Bookmark not defined.

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SUMMARY DESCRIPTION OF PROGRAM: Army Enterprise Service Management Platform (AESMP)

I. Purpose:

The AESMP program will encompass an Army-wide global Enterprise Service Management system that will allow multiple Army Agencies to utilize the system awarded in accordance with the 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.

A single award Indefinite Delivery Indefinite Quantity (IDIQ) contract will be awarded to a single vendor via a competitive Best Value evaluation. Two task orders will be awarded: one for the AESMP Information Technology Service Management (ITSM) Software as a Service (SaaS) and another for the Army Enterprise Service Desk (AESD) Managed Service Provider (MSP). The IDIQ contract will have 10 ordering periods that will support multiple task orders. AESMP will provide the AESD and ITSM capabilities while also providing the base platform that will be used to provide delivery of other AESMF-based processes such as IT operations management processes or IT business management processes. ARCYBER will maximize the use of AESMP to support enterprise management processes and workflows.

In ongoing operations, ARCYBER’s priorities are:

Reliable service support meeting or exceeding agreed-to service levels with the capture and visibility of detailed activity information that accomplishes sensor functions and supports ARCYBER analysis.

Increased efficiency and improved effectiveness through reduction in mean time to restore, standardization, technology insertion/automation, process optimization, and strategies to move IT support resolution knowledge closer to users/less technical agents.

Minimal impact on ongoing service support operations due to contract transition.

II. Background:

Over time, ARCYBER has been and is consolidating, modernizing, and transforming Army networks into dedicated and highly defendable war fighting platforms aligned under ARCYBER DODIN OPS Command and Control (C2) and its single consolidated & standardized Army enterprise network architecture.

ARCYBER has established AESMP as the foundation for future AESMF-based service delivery and has chosen to initially support the AESD MSP and ITSM SAAS capabilities using AESMP and plans to deliver additional AESMP-based capabilities in the future.

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ARCYBER has been and is seeking to expand utilization of AESD, deploy common ITSM capabilities, and gain efficiencies through adoption of an Army Enterprise Service Management Platform (AESMP) and the Army Enterprise Service Management Framework (AESMF), improving IT service delivery across the Army.

The Government will replace legacy ITSM services with the ITSM subscription service provided by the Offeror.

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. The system provides support for Command, Control, Communications, Computers, and Information Management (C4IM) services list, services listed in the Army Information Technology Service Catalog (AITSC), and includes various above baseline, program-managed, training, and mission support services and systems in support of the Army and its customers.

Current services provided a range of service providers and delivery models. Customers span geographical areas, national and continental borders, and are at times mobile. Many organizations may have consumed services at same or similar sites or in similar organizational and support models but services delivered may have been provided at varying levels and by competing providers.

The service delivery and support models are considered to have many-to-many relationships with complex dependencies. Support and delivery of services by a dynamic mix of service providers is managed by a matrices of Civilian, Military, Local National, and Contract personnel and differs service-to-service, organization-to-organization, site-to-site, and country-to-country.

Funding for services is as dynamic as the support models which are often seen where organizations consume baseline and above-baseline services with the latter often mission funded. Work for all services regardless of funding sources is managed in the solution due to the inherent relationships.

National laws in some countries prohibit the export of data containing their citizen’s information and must not cross borders, Italy is one such example.

The Army historically established user support for IT-based services using many different approaches within the Army’s Operating and Generating Forces at the Enterprise, Theater, Functional, and Installation levels. This strategy resulted in a hybrid support environment where a user may contact different organizations for IT and application support based on where the user is located, what Command the user is part of, and the provider of the service or application. At the local level, embedded Information Management Officers (IMOs) and individual support organizations may have their own process, systems, and data to support their users.

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III. Place of Performance:

The Place of Performance shall be established by task order at Government provided NIPR/SIPR sites worldwide and at Contractor facilities as approved by the Government.

IV. Goals, Performance Objectives, and Outcomes:

The Army has the following goals:

1. Immediately establish the Army’s on-demand enterprise capability for implementing and sustaining the Army Enterprise Service Management Framework (AESMF) and its processes.

2. Enable Army-wide AESMF adoption by providing standardized configurations and flexible capacity to accommodate Army organizations onboarding to the platform.

3. Reliable service support meeting or exceeding agreed-to service levels and capture of detailed activity information as a sensor that supports ARCYBER analysis.

4. Increase efficiency and improve effectiveness through reduction in mean time to restore, standardization, technology insertion, process optimization, and strategies to move IT support resolution knowledge closer to users/less technical agents.

5. Minimal impact on ongoing service support operations due to contract transition from the incumbent to any future service providers.

The Army has the following performance objectives for the AESMP contractor:

1. Establish a standardized platform configuration with guided onboarding that supports business rules defined by operational needs and remains compliant with cybersecurity requirements.

2. Maximize the use of automation, native data analytics, and native Artificial Intelligence (AI) capability.

3. Perform Tier 0 and Tier 1 service support.

4. Provide NIPR/SIPR service support 24x7x365 using the Government provided service desk sites identified above and any proposed contractor-owned service desk sites at the defined service levels for all identified services as described in Attachment 0002 SaaS PWS and Attachment 0003 MSP PWS.

5. Forecast overall AESMP service support demand, load balance the response to that service support demand, and handle surges in demand without negatively affecting the defined service levels for task orders.

6. Measure and report performance against task order defined service levels.

7. Provide government access to performance and event data for analysis as a sensor.

8. Plan for and exercise disaster recovery, continuity of operations (COOP), and establish redundancy in order to continue operations with minimal impact on the

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defined service levels due to loss of one or more service desk sites, network connectivity, tool suite access, or other dependency identified by the AESMP contractor.

9. Perform service support in accordance with the AESMF in support of service management evolution and network modernization.

The contractor’s successful support provided to the Army under AESMP will deliver the following outcomes:

1. Reliable service support meeting or exceeding agreed-to service levels and capture of detailed activity information as a sensor that supports ARCYBER analysis.

2. Reduced overall ticket volumes through improvements in efficiency and effectiveness, process optimization, and technology insertion.

3. High level and detailed data analysis to the Army using AESMP metrics and dashboards.

4. Minimal impact on ongoing service support operations due to contract transition from the incumbent to any future service providers.

IV. Constraints:

1. The Contractor shall comply with the Army Enterprise Service Management Framework (AESMF) as described in the DoD Enterprise Service Management Framework (DESMF). See attachments 0021 AESMF and 0025 DESMF.

2. The Contractor shall obtain and maintain Authorization to Operate through Risk Management Framework (RMF) Assessment and Authorization (A&A) of all services supporting AESMP.

3. The Contractor shall ensure that all task order defined qualifications, training, and certification requirements of its employees are met.

4. The Contractor and its subcontractors shall be responsible for performing in accordance with DoD and Army local Installation requirements for all task orders.