Exhibit 1 SOW Appendix A Reports_Final.xlsx
XLSX spreadsheet 99 KB Posted
- Attached to
- Managed Network Services (MNS)
- Solicitation number
- DIR-CPO-STS-609
- Issued by
- Travis County, Austin City, Texas
About this file
This document is a Statement of Work Appendix detailing reporting requirements for the Texas Department of Information Resources (DIR) Shared Technology Services Program's Managed Network Services (MNS) contract (RFO DIR-CPO-STS-609). The appendix establishes comprehensive reporting standards across two primary categories: Service Component Provider (SCP) Reports and Enterprise Reports. SCP Reports are generated by individual service providers and include incident reports (real-time), vulnerability reports (monthly), compliance scanning reports (monthly), MSBC health checks (quarterly), and intrusion detection reports (real-time). Enterprise Reports are centrally managed by the Master Service Integrator (MSI) and include operational reports such as service monitoring, security availability, asset inventory management, capacity management, availability management, and software/hardware tracking. All reports are published to the STS Portal, with data provision and creation responsibilities clearly designated between the successful respondent and the MSI.
The reporting framework encompasses security, compliance, asset management, incident management, change management, service desk operations, project status, and financial tracking across all DIR customers. Critical reports include daily managed security service reports, monthly security incident reports, semi-annual privileged ID reports, and monthly SLA compliance reports by customer. The document specifies that the successful respondent must create reports using designated tools and provide supporting data to the MSI for publication, with most operational reports distributed monthly unless otherwise noted as real-time or quarterly. This comprehensive reporting structure ensures DIR maintains visibility into service performance, security posture, asset inventory accuracy, capacity planning, availability metrics, problem resolution trends, and compliance status across all managed network services delivered through the STS program.
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Text version
Title Page
| Texas Department of Information Resources |
| Shared Technology Services Program |
| Managed Network Services (MNS) |
| Statement of Work Appendix A Reports |
DIR-CPO-STS-609
&K000000Managed Network Services (MNS) RFO DIR-CPO-STS-609
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Contract Change Log
| Contract Change Log | |||
| CCR No. | Amendment No. | Date | Description of Changes |
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Overview
Overview
This Attachment contains a summary description of the format, content, and frequency of key reports required by DIR and DIR Customer.
| SCP Reports Tab | |
| Column Name | Column Description |
| Report Name | Name of report |
| Description | Short description of the report and report content |
| Frequency | How often the report is distributed. |
| Recipient | DIR or DIR Customer for whom report is created. |
| Report Location | Where the report is published; Portal, email etc.… |
| Report Data and Creation | Each column indicates which Service Provider provides the data for the report and which Service Provider creates the report. |
| Enterprise Reports Tab | Note: All Enterprise Reports are provided by the MSI via the MSI's Systems and Tools. SCPs shall not create these reports individually. |
| Column Name | Column Description |
| Report Name | Name of report |
| Description | Short description of the report and report content |
| Report Location | Where the report is published; Portal, email etc.… |
| Report Data and Creation | Each column indicates which Service Provider provides the data for the report and which Service Provider creates the report. Note: All Enterprise Reports are provided by the MSI via the MSI's Systems and Tools. SCPs shall not create these reports individually. |
| NOTE: All days are calendar days unless otherwise noted. |
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SCP Reports Report Data and Creation MSI publishes all Reports.
Column indicates who:
(C) creates Report for publication, (D) provides data to MSI
| Report Name | Description | Frequency | Recipient | Report | |
| Location | Report Generator Tool | MSI | Successful |
Respondent
| MNS - specific Reports | Reports identified in Exhibit 1 - Statement of Work | Monthly | DIR | STS Portal | C | D |
| Incident Report | Report showing realtime incidents and status for the DIR Customer environment. |
1. Risk items identified during scans or Service delivery
2. Summary of actions taken
| 3. Recommendations for additional changes for additional protections | Realtime | DIR | STS Portal | C | D |
| Vulnerability Report | Report detailing vulnerabilities in the DIR Customer Landscape |
1. Provide detail of the report and compliance requirements
2. Provide detail of the actions taken to resolve
a. Permanent Fix
| b. Temporary Fix | Monthly | DIR | STS Portal | C | D |
| Vulnerability Compliance Scanning Report | Generate a report detailing areas of non compliance, the report shall detail the: |
1. Areas of non-compliance
2. Potential Risks
3. Recommend actions
| Monthly | DIR | STS Portal | C | D | ||||
| MSBC Healthcheck | STS Customer MSBC compliance and remediation; compliance with Security Plan | Quarterly | DIR | STS Portal | C | D | ||
| Intrusion Detection | Report on intrusion attempts and success/failure of prevention systems. Failures generate Incidents and Alerts generate Service Request. | Real-time | DIR | SIEM Dashboard | C | D |
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Enterprise Reports Note: All Enterprise Reports are provided by the MSI via the MSI's Systems and Tools. SCPs shall not create these reports individually. Report Data and Creation MSI publishes all reports. Column indicates who:
(C) creates report for publication, (D) provides data to MSI
| Report Name | Description | Report | ||||
| Location | MSI | MNS | ||||
| Service Monitoring Report | All Services associated with MNS and as identified by DIR Customer; other contents TBD. | STS Portal | C | D | ||
| Security Availability Report | Incidents of unavailability related to Services (NOC, DIR Customer managed devices) | STS Portal | C | D | ||
| CMDB Update Requests | Listing of all Configuration Items in CMDB that have an open Change Management ticket assigned to them. | STS Portal | C | D | ||
| Asset Change Activity Report | ||||||
| List of Configuration Items that have been Decommissioned, deleted and additions to CMDB. | STS Portal | C | D | |||
| Asset Inventory and Management | Produce periodic reports as necessary, and respond within designated timeframes to queries and requests concerning the inventory data or supporting information. At a minimum, such reports shall include: |
Exception reports on errors and corrections, by DIR Shared Service Customer; and Reports on the results of periodic audits and inventories.
| STS Portal | C | D | |||
| CMDB Logical / Physical Inventory Reconciliation Report | Report of update and reconciliation of CMDB (after initial asset inventory and logical relationship mapping) to e-discovery data. | STS Portal | C | D | |
| Asset inventory Summary Reports | Provide integrated Asset Inventory reports in a formats agreed with DIR at various aggregated levels by Customer, MSI and Third Party Vendor that, at a minimum, includes: |
Provides statistics, lists and charts illustrating the assets in the STC supported environment.
Provides a summary with drill-down details of all assets.
Provides DQM reconciliation summary and detail reports with the inputs, processing and outputs from the DQM reconciliation process Provides reports on Incidents, Problems and Changes by asset.
| STS Portal | C | D | ||||
| Software Installs and Upgrades Applied | Understand what changes have been made to from a Software perspective. | |||||
| Provide a list of installs and upgrades that have been performed and the Hardware those installs and upgrades were made upon. | STS Portal | C | D | |||
| Unauthorized Software Report | Report on Equipment with the presence of any unauthorized or non-standard Software. | |||||
| Additional Clarification: Assist in ensuring that unauthorized software is not installed in the environment. Also, provide information about equipment that does not have the current set of standard software installed. | STS Portal | C | D | |||
| Software and Hardware Contracts by DIR Customer by Expiration | Assist Customer in renewing Maintenance Contracts according to agreed upon timeframes. Understand what Maintenance Contracts a DIR Customer has and how much time is remaining. List Maintenance Contracts for which the Maintenance renewal date has past. | STS Portal | C | D | ||
| Software & Hardware Maintenance/Support Agreements | Assist in ensuring that all in-scope Applications have Maintenance and Support agreements. Provide a list of in-scope Applications and the Maintenance and Support agreement associated with the CI. For each Maintenance and Support agreement show the expiration date. | STS Portal | C | D | ||
| Capacity Management Report | Publish regular software Capacity Management reports to Customers, which at a minimum will include current/recent utilization (and trends) compared to normal utilization, Service Levels, and previously identified baselines. |
Produce monthly reports on the current usage of resources, trends and forecasts and exceptions, in a format agreed to by DIR, that at a minimum includes the following:
enabling visibility into the overall service health performance and trends based on utilization, availability, and technology currency
| Visibility into capacity-related Incidents and Problems | STS Portal | C | D | |
| Availability Management Report | Provide a monthly report in a format agreed upon with DIR that, at a minimum, includes the following: |
Compare performance and Availability statistics for each Application/environment with planned performance and Availability.
Provide a list of all Outages by DIR Customer, linked to an Incident, including the date and time the Outage commenced, its duration, and the affected infrastructure and Applications.
Provide trend analysis of the performance for each Application and Environment during the thirteen (13) most recent months Report on proposed preventative maintenance activities. Provide DIR with recommendations of preventative maintenance options.
Provide regular reporting with respect to the following measures for all services and components for both current reporting period and trend over the prior twenty-four (24) months, and make available through the Portal:
Number and impact of instances of unavailability.
Mean time to restore.
Mean time between Service/System Incidents.
Mean time between failure.
Cost and impact of unavailability.
Provide regular reporting on the Availability of Service Management Systems (e.g. Incident Management, Request Management, Capacity Management) and the impact on Service Provider(s) ability to provide Services.
| STS Portal | C | D | |||
| Digital Capacity Plan | Current usage of resources, trends and forecasts and exceptions. Supports the on-going program of Capacity Management. | STS Portal | C | D | |
| Application DR Recovery Time Objective (RTO) and Recovery Priority | List of Applications for DR - by DIR and DIR Customer. Source of RTO data is the CMDB. | STS Portal | C | D | |
| Daily Managed Security Service Report | Daily security dashboard: scan results, OEM security/vulnerability announcements, previous 7-day (calendar days) window, open tasks/incidents, security tickets. | STS Portal | C | D | |
| Monthly Security Incident Reports (SIRS) | List of Security Incidents and their status | STS Portal | C | D | |
| Monthly Security Status Review | Roll-up of multiple sources: |
Monthly Security Updates Monthly Application Security Services Monthly Identity and Access Management Assessments status report Monthly Background Checks TDCJ and DFPS status report Monthly Documentation and Process status reports Monthly MSBC (Configuration Compliance) status reports (number of exceptions, number pending, DIR Customer issues with MSBC implementation (delays in implementation, DIR Customer failure to submit exceptions, etc.)
Monthly Antivirus/Malware status report
| Monthly Security Reports information derived from ISS Security Services | STS Portal | C | D | |||
| STS Portal Access Review Report | List of who has access and last use of that access. | STS Portal | C | D | ||
| Semi-Annual Privileged ID Report | DIR Customer Privileged ID report; validating what is in Security Clearance Database to what is coming from each SCP. | STS Portal | C | D | ||
| Monthly On-boarding/Off-boarding Report | Identify new personnel on-boarded and off-boarded personnel. | STS Portal | C | D | ||
| Access Management Report | Report on all Access Requests and their status, access rights granted or removed, approver and dates of the request lifecycle. | STS Portal | C | D | ||
| Shared Technology Services Invoice | DIR Invoice. Automated detailed billing feeds supporting SCP invoiced Services and Customer chargeback | STS Portal | C | D | ||
| Invoice Dispute Metrics | Invoice dispute statistics including dispute aging and log. | STS Portal | C | D | ||
| HUB Spend Report | Tracks spending by Service Provider with HUB-qualified subcontractors. | STS Portal | C | D | ||
| Charges Forecast Report | Forecast of Charges trends and projected demand. | STS Portal | C | D | ||
| RU Trend Reports | Shows growth/decline in RUs over the past 18 months. | STS Portal | C | D | ||
| Service Level Credit and Earnback Report | Tracks all SLA credits invoiced at the DIR level and any prior period adjustments to credits in the appropriate month of service. Indicates whether and what portion of a credit in each SLA performance measure has lost earn back and what portion remains eligible for earn back. | STS Portal | C | D | ||
| Executive Operations Review Report | Executive overview of monthly statistics for Incident, Change, Backups, Restores, Requests, Projects and PBIs. | STS Portal | C | D | ||
| Average Close Time Trend | Chart - Average Incident close time - 6 month view. | STS Portal | C | D | ||
| Daily Status Report | Listing of all Open P1 & P2 Incident tickets. | STS Portal | C | D | ||
| Distribution of Resolution Time | Chart - Incident Distribution of Resolution Time for P1 & P2. | STS Portal | C | D | ||
| Incident & Change Dashboard | Summary of Incident / Change tickets. | STS Portal | C | D | ||
| Incidents Caused by Changes | Summary of Incidents caused by Change requests. | STS Portal | C | D | ||
| Incident Upgrade Report | Summary of Incident tickets where priority is upgraded. | STS Portal | C | D | ||
| P3/P4 Incidents | Multiple charts detail P3 / P4 Incidents - age, type, resolution. | STS Portal | C | D | ||
| Monthly Incident Management Report | Key issues relating to Incident Management processes. Number of Incidents during the month, grouped by severity, service, agency, region, classification or other criteria as appropriate. List of Incidents, short description, reference number, and a shortcut to detailed description. Detailed description, including timing of activities. Links to Problems and Known Errors. Trend analysis of the Incidents reported during the thirteen (13) most recent months. Calculate metrics and provide monthly reports to DIR and Customers, which include: |
The number of Incidents.
Sources of the Incidents.
Frequency regarding the types or categories of Incidents.
The duration of open Incident (average and quantities by age).
Number and percentage of Incidents Resolved upon first contact.
Trending metrics in terms of MTTRS (mean time to restore service) by category, priority and by service or SLA.
Number and percentage of SLA impacting Incidents.
Number and percentage of Incidents (by category, priority, service and SLA) that were handled within the SLA targets.
Number and percentage of Incidents (by category, priority, service and SLA) reopened.
Number and percentage of Incidents (by category, priority, service and SLA) reoccurring.
Number and percentage of Incidents that have resulted in the creation of problem records.
Percentage (by category, type and priority) of Incidents that were resolved by use of an Incident Model;
Number and percentage of Incidents escalated by organization, category, priority and Service.
The association of Incidents by cause and resolution by Service Component.
| Other pertinent information regarding Incident Resolution, including Service Level measurement reporting. | STS Portal | C | D |
| All Open Changes at Customer and Enterprise Levels | |||
| Report all Open changes, high risk, past Due, three month look ahead. Includes at a minimum a breakdown of metrics by type, category, priority, effected service or system, and success/failure. |
Provide integrated CAB reports containing all changes (both digitally and traditionally managed) in a format agreed with DIR that, at a minimum, includes:
The status of all Changes active at the beginning of the week and all Changes raised during the week.
The Changes to be implemented the following week.
The Changes submitted for approval.
Change Advisory Board method used for review and approval (e.g., digital CAB, traditional meeting) Provide statistical reporting on change activity to DIR as requested.
Maintain a list of changes reclassified as standard and associated justification.
| This report will offer filtered visibility to allow a Customer-specific view or an Enterprise view based on organizational role. | STS Portal | C | D | |||
| Project and Procurement Status | Master Project and Procurement list. Status of all solution requests - includes custom and commodity procurements, catalog requests, RFS. Includes status of all Ideas, Demands, and Projects. Includes status of solution requests (Demands) assigned to standard resources, project bench resources, and staff augmentation resources. | STS Portal | C | D | ||
| Open Projects Status Report | Status report will include, at a minimum, the following: (a) any milestones achieved; (b) any variances to the schedule set forth in the applicable Solution Proposal; (c) if the Project is behind schedule, a recovery plan that describes the actions that Service Provider will undertake in order to return to such schedule; (d) Deliverables and other Work Product that have been created, developed, and/or completed, in whole or in part, pursuant to the Service Proposal or otherwise as part of the Project and the status of each such Deliverable and other Work Product; (e) variances, if any, to the specifications of the Project; (f) any charges incurred to date, including hardware, software, labor and any other charges associated with the performance of the Project and execution of the Service Proposal, to the extent that such charges are relevant to STC Customer’s payment obligations; (g) an identification of any potential known or reasonably anticipated risks regarding the Project (such as potential disruptions to STC Customer operations), and the actions that would need to be taken in order to mitigate and/or eliminate such risks; and (h) any relevant issues identified by either Party since the previous report. | STS Portal | C | D | ||
| Service Evolution / Enterprise Projects Dashboard | Master Project and Procurement list for Service Evolution and Enterprise projects. Status of all solution requests - includes Ideas, Demands, and Projects. | STS Portal | C | D | ||
| RCA Report | Summary RCA Tracking Report. | STS Portal | C | D | ||
| Problem Management Report | Percentage and number of Problems in total and grouped by category, priority, severity, status, DIR Customer, system/component, region, classification or other criteria as appropriate. Report to include: |
Statistics on total numbers of Problems.
Logged (by requestor, site, category, summary, detail) Outstanding (by assigned group, assigned manager, assigned owner, category, site, status, summary, detail, aging timeframe) Completed (by assigned group, assigned manager, assigned owner, category, site, status, summary, detail, resolution timeframe, within target timeframe, outside of target timeframe).
Repeat Problems.
SLA Performance.
Problem trends and analysis.
The percentage and number of Problems and Corrective Actions in total and grouped by category, priority, severity, status, Customer, system/component, region, classification or other criteria as appropriate. Information regarding Major Problem Reviews, including all details set out above.
Information regarding Problem analyses and RCAs conducted in the previous period.
Problem trend analysis findings.
Information regarding new Known Error records and/or workarounds added to the Known Error Database / Knowledge Database (including number, category, priority, etc.).
Details on the use and utility of the Known Error Database / Knowledge Database.
Details regarding open Problem / Known Error, including identification number, description, status, date/time of record open, status description, etc.
Results of reviews of Incidents to identify recurring Incidents and associated Problems.
Tracking information as to escalations, contacts, follow-ups and commitments.
Tracking information as to requests from DIR and Customers’ to initiate Problem Management.
Any issues relating to the Problem Management process, such as any information that may improve or facilitate a better Problem Management process, including decisions to be made by DIR and Service Provider.
Trend analysis of Problems reported during the thirteen (13) most recent months.
| STS Portal | C | D | ||||
| Monthly Service Request Report | Progress toward fulfillment and status of all Service Requests, committed fulfillment times, anticipated completion times and status, ownership and activities toward fulfillment and changes in service request status throughout the service request lifecycle | STS Portal | C | D | ||
| P3/P4 User Requests | Chart of P3 & P4 open request tickets. | STS Portal | C | D | ||
| Service Request Report | Show weekly demand snapshot and monthly trends of: Resource hours as listed in Service Now, Time to Solution, Time to Implement and Backlog of Pre Solution, Solution, Implementation. | STS Portal | C | D | ||
| Risk Mgmt. Meeting Status Reports | Conduct regularly scheduled Risk Management meetings. | |||||
| Document and publish meetings status reports to all relevant stakeholders, including DIR, other Service Component Provider(s) and authorized Third Party Vendors. | STS Portal | C | D | |||
| Individual Monthly Reports for Critical Service Levels | Enterprise compliance reporting for Critical Service Levels | STS Portal | C | D | ||
| Individual Monthly Reports for Key Service Levels | Enterprise compliance reporting for Key Service Levels | STS Portal | C | D | ||
| Various reports and data required to validate SLAs | Detailed element data to validate SLA. | STS Portal | C | D | ||
| Monthly SLA Report by DIR Shared Services Customer | Customer-level compliance reporting for Critical Service Levels and Key Service Levels | STS Portal | C | D | ||
| Service Management Manual Status Updates and Review | List of the current SMM sections in review and updated. | STS Portal | C | D | ||
| DR Test Results | Results achieved, comparison of the results the to the measures and goals identified in respective plans. Plan and schedule to remedy any gaps revealed during testing. | STS Portal | C | D | ||
| DR Test Schedule | List of all the DR tests scheduled. | STS Portal | C | D | ||
| Service Desk Management Reporting | Key issues relating to Service Desk processes, improvements, script development. Status as to Service Desk staffing, training, and authorization. Integration activities and issues with other Service Desks belonging to DIR, DIR Customers and other Service Component Providers as directed by DIR. Trend analysis during the thirteen (13) most recent months. Calculate metrics and provide monthly reports to DIR, to at least include: Number of Contacts, to include all Calls, phone calls, electronic, automated or otherwise; Number of calls abandoned, average call duration, average time to answer, average time to abandon; Number and percentage of Contacts resolved; Other pertinent information regarding Service Desk operation and performance. | STS Portal | C | D | ||
| Action Plan for Suggested Improvements to Successful Respondent's Service | Report on Progress and improvements made. | STS Portal | C | D | ||
| Operations Documentation | Report the assessment of operations documentation findings to DIR and DIR Customers on a regular basis, and where it is determined that documentation is inaccurate (e.g. erroneous or out of date), correct and replace such documentation. | STS Portal | C | D | ||
| Training for Successful Respondent Personnel | Report on the effectiveness of such training and the metrics associated with each staff that received training. | STS Portal | C | D | ||
| DIR Board Report | Executive level Report on metrics and statistics for all Shared Technology Services Programs. | STS Portal | C | D | ||
| Monthly Operations Statistics Dashboard | Dashboard report showing operational statistics for Shared Technology Services Programs. Report to include, but not limited to, SLA results, Scorecard results, HW currency, SW currency and forecast, Operational statistics. | STS Portal | C | D |
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