ATTACHMENT_8_-_BASIC_IDIQ_SERVICE_OUTPUT_SPECIFICATIONS.docx

FA2517-15-R-7001

ATTACHMENT 8 – BASIC IDIQ SERVICE OUTPUT SPECIFICATIONS, Amendment 0003

PROCESS MODELS

5.10

Provide process models for all contracted processes.

items TO be addressed

Distribution GUIDELINES

MONTHLY SERVICE DESK REPORT

2.1

Provide report that details the Service Desk Function’s effectiveness as the single interface with the customer/user.

Items to be Addressed

Distribution Guidelines

MONTHLY INCIDENT MANAGEMENT REPORT

2.1

The monthly Incident Management report provides a summary of the key activities related to Incident Management that occur during the reporting period. The report provides ITSM leaders the information to evaluate the effectiveness of Incident Management processes, relationships, and interactions.

Monthly

List of incidents reports, by channel (telephone, email, walk up, web submit, arm grab).

Distribution GUIDELINES

MONTHLY SLA/OLA BREACH REPORT

2.1

The monthly SLA/OLA Breach report will provide meaningful and concise information about past and current SLA/OLA breaches.

ITEMS TO BE ADDRESSED

Distribution GUIDELINES

MAJOR INCIDENT REPORT

2.1

The Major Incident Report provides a summary of activities related to Major Incident Management that occur during the reporting period. The report provides ITSM leaders the information to evaluate the effectiveness of Incident Management processes, relationships, and interactions. Notification and status reporting (COMSPOT reporting) to the N-NC/J63 TNCC meets the requirements of CTO 10-01.Major Incidents are defined as Incidents involving the degradation or loss of critical services, Incidents impacting 10 or more network users, and the degradation or loss of service to Priority 1A and Priority 1 personnel.

Items to be Addressed

Distribution GUIDELINES

MONTHLY REQUEST FULFILLMENT REPORT

2.1

The monthly Request Fulfillment report provides a summary of the key activities related to Request Fulfillment that occur during the reporting period. The report provides ITSM leaders the information to evaluate the effectiveness of Request Fulfillment processes, relationships, and interactions.

items TO be addressed

distribution guidelines

MONTHLY ACCESS MANAGEMENT REPORT

2.1

Access Management reports provide meaningful and concise information about current state of Access Management, significant changes, and insight into threats and potential vulnerabilities. Deliver the report to the Government Access Manager

ITEMS TO BE ADDRESSED

1. Network Access Request (NAR)

2. Elevated Network Access Request (ENAR)

3. Modified Network Access Request (MNAR)

4. Deprovisioned Network Access Request (DNAR)

Distribution GUIDELINES

UNAUTHORIZED ACCESS AND RIGHTS ESCALATION REPORT

2.1

The Unauthorized Access and Rights Escalation report provides a summary of unauthorized elevation of rights or improper access during the reporting period. Provide the report within 6 hours of the incident.

ITEMS TO BE ADDRESSED

Distribution GUIDELINES

QUARTERLY ACCESS MANAGEMENT REPORT

2.1

Provide access management information for user accounts, infrastructure devices, and physical locations to the Access Management process owner.

items To be addressed

Reference: USCYBERCOM TASKORD 14-0185.

DistrIBution guidelines

MONTHLY PROBLEM MANAGEMENT REPORT

2.1

Problem management comprises all activities needed to diagnose the underlying root cause of incidents and to find a solution for these problems. It also ensures that the solution is implemented using the correct change management and release management processes. The goal of Problem Management is to minimize the adverse business impact of incidents that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors.

Items to be Addressed

· Problems without an identified root cause

· Problems with an approved workaround

· Average time to root cause, by priority

· Average Problem resolution time

Distribution Guidelines

MONTHLY KNOWN ERROR DATABASE REPORT

2.1

Provide the Problem Management process owner with a monthly report detailing Known Error Database activity.

Items to be Addressed

Distribution Guidelines

ROOT CAUSE ANALYSIS REPORT

2.1

Provide a description of the root cause of each Major Incident or resolved Problem.

Items to be Addressed

Distribution Guidelines

DAILY OPERATIONS BRIEF INPUT

2.1

The Daily Operations Brief Input provides Network Operations Center situational reporting (SITREP) of N-NC IT Services IAW CTO 10-01. The information provided will be incorporated into the N-NC/J63 Cyberspace Warning & Operations Center (CWOC)Daily Operations Briefing.

Items to be Addressed

Green = Fully Mission Capable, Yellow = Partially Mission Capable, Red= Not Mission Capable

Distribution GUIDELINES

MONTHLY EVENT MANAGEMENT REPORT

2.1

Provide monthly Event Analysis Report the government Event Management process owner.

Items to be Addressed

· Capacity – Total Number of Capacity Events

· List the top five Capacity Events (overall, across all Services)

· Availability – Total Number of Availability Events

· List the top five Availability Events (overall, across all Services)

· Access – Total Number of Access Events

· List the top five Access Events (overall, across all Services)

· Security – Total Number of Security Events

· List the top five Security Events (overall, across all Services)

· Critical Services

· Mission Essential Services

· Mission Enhancing Services

Distribution Guidelines

EVENT MONITORING PLAN

2.1

Event Monitoring of the NORAD and USNORTHCOM Networks is essential to the successful delivery of IT Services and Cyber Operations. Establish and maintain sound service delivery by enabling the proactive detection, analysis, and response to potential service interruptions and/or network threats through the implementation of an effective Event Monitoring Plan. Produce a single plan containing the Event Monitoring posture for each service in the Service Catalog. The plan should detail the accurate and timely delivery of Event Management output supporting the Network Operations Center (NOC) and the Cyber Space & Operations Center (CWOC).The Contractor is responsible for monitoring each service and service level in the N-NC Service Catalog that identifies a Key Performance Parameter (KPP). The Contractor shall monitor using an automated network management capability/tool for each service and associated service packages and report all KPPs on a monthly measurement basis. The Contractor will be assessed on the KPPs and if the monthly measurement is within the KPP Objective and Threshold. If the KPP for any service or service package is below the KPP threshold the contractor will provide a corrective action for each below KPP threshold; to include KPP trending, identification of possible root-cause service degradation, required service improvements, and analysis for meeting KPP thresholds.

Items to be Addressed

Distribution Guidelines

MONTHLY SERVICE PORTFOLIO MANAGEMENT REPORT

2.3

The monthly Service Portfolio Management (SPM) report provides a summary of the key activities related to SPM that occurred during the reporting period. The report provides information to evaluate the effectiveness of SPM processes, relationships, and interactions. Service portfolio describes the services of a provider in terms of value to NORAD and USNORTHCOM’s mission. It articulates mission needs and the service provider’s response to those needs and assures that the services provided are measurable with regard to mission accomplishment. The goal is to establish and enforce the method for governing investments in IT Service Management. The report provides ITSM leaders the information to evaluate the effectiveness of Service Portfolio Management processes, relationships, and interactions.

items to be addresseD

"Mission Case REcommendation - ON HOLD" (Validated)

"mission case recommendation - ON HOLD" (Concerns, issues, focus areas)

Total On Hold:

Current Monthly Throughput:

CY Throughput:

"MISSION CASE RECOMMENDATION development”

"MISSION CASE RECOMMENDATION - ON HOLD" (Concerns, issues, focus areas)

Total MCR In Work:

Monthly MCR Started:

Monthly MCR Completed:

# of MCR transferred to RFC:

Monthly Cancelled:

Current Monthly Throughput:

CY Throughput:

"Corporate justification, prioritization and approval” (c4ip working group, c4ip corporate group)

"Corporate justification, prioritization and approval” (concerns, issues, focus areas)

# MCR Submitted to C4IP WG:

MCR Scorecard (Low, Avg, High):

# MCR Validated:

# of MCR Not Validated:

CY Throughput:

# MCR Submitted to C4IP G (if applicable):

#MCR Approved:

#MCR Disapproved:

"service package development” (preliminary costs, schedule and technical development)

" service package development” (concerns, issues, focus areas)

Monthly SP Started:

Monthly SP Completed:

Monthly SP Cancelled:

Monthly Throughput:

CY Throughput:

"service packages on hold”

"service packages on hold” (concerns, issues, focus areas)

Total On-Hold:

Current Monthly Throughput:

CY Throughput:

"awaiting charter” (c4i Corporate group, c4i corporate board)

"awaiting charter” (concerns, issues, focus areas)

# SP Submitted to C4IP G:

# SP Approved:

# SP Disapproved:

CY Throughput:

# SP Submitted to C4IP Board (if applicable):

# SP Chartered:

# SP Not Chartered:

"chartered” (funded and board approved)

"chartered” (concerns, issues, focus areas)

# SP Chartered:

# SP Chartered Funded:

# SP Chartered Unfunded:

CY Throughput of Chartered Services:

"Service Lifecycle retirement” (approved by c4ip board for retirement)

" Service Lifecycle retirement” (concerns, issues, focus areas)

CY Total of Lifecycle Retirements:

DISTRIBUTION GUIDELINES

MISSION CASE

2.3

Develop and deliver Business (Mission) Case(s) for each new service, major change to a service. The goal of the Business (Mission) Case is to identify and validate the required Utility.

GAO/AIMD-10.1.13 Assessing Risks and Returns: A Guide for Evaluating Federal Agencies’ IT Investment Decision-making DoDD 8115.01 Information Technology Portfolio Management items to be addressed

· Directorate-level sponsor

· Customer Representative(s)

· Business Relationship Manager (BRM)

· Demand Manager

· Business Model (RAG)

· Level of Interest (RAG)

· Business Process Redesign (RAG)

· Improve Internal Program Services (RAG)

· Improve Service to the Public (RAG)

· Personnel and Training (RAG)

· Scope of Beneficiaries/Cross-Functional (RAG)

· Quality of Work Life (RAG)

· Schedule Risk (RAG)

· Cost Sensitivity (RAG)

· Technical Risk (RAG)

· Organizational Risk (RAG)

· Risk of Not Doing It (RAG) distribution guidelines

Reports should be automated to the maximum extent possible and integrated into the ITSM Support Service at every opportunity.

SERVICE PACKAGE

2.3

Develop and deliver Service Package(s) for each new service, major change to a service or removal of a service or changes to the Service Package itself. The goal of the Service Package is to document the various levels of Utility and Warranty in Differentiated Offerings.

Project Management Book of Knowledge GAO/AIMD-10.1.13 Assessing Risks and Returns: A Guide for Evaluating Federal Agencies’ IT Investment Decision-making DoDD 8115.01 Information Technology Portfolio Management

The following items should be addressed

· Directorate-level sponsor(s)

· Customer Representative(s)

· Business Relationship Manager (BRM)

· Service Level Manager

· Financial Manager

25 Point Scale:

· Ratio of <1 = 0 points

· Ratio of 1 = 1 point

· Ratio of 1.5 to 1.75 = 5 points

· Ratio of 1.76 to 1.99 = 10 points

· Ratio of 2.0 to 2.99 = 15 points

· Ratio of 3.0 to 3.99 = 20 points

· Ratio of > 4.0 = 25 points

· Labor

· Materiel

· Hardware

· Software

· Licenses

· Maintenance

· Warranty

· Labor

· Materiel

· Hardware

· Software

· Licenses

· Maintenance

· Warranty

· Capacity/Performance

· Availability

· Security

· IT Service Continuity

· Incident Management

· Core Service Package (CSP)

· Service Level Packages (SLPs)

distribution guidelines

Reports should be automated to the maximum extent possible and integrated into the ITSM Support Service at every opportunity.

NON STANDARD REQUEST ANALYSIS REPORT

2.3

The Non Standard Request Analysis Report is used to determine the disposition of a non-standard service request. The N2ITSM Contractor will provides a recommendation to the Government for each non-standard service request.

The following items should be addressed

Since submitted non-standard Service Requests are validated by the Customer Representative, the intent is to have a very clear understanding of what the user/customer is requesting in the Service Request. Probing questions that clarify what, when, where, why, how, ability to fund, supporting strategic documentation (IPIL, DRRS, JMETL, etc…) will allow leadership to make educated decision in a short amount of time.

Based on the analysis performed, can this request be supported by existing services, or not? (answer should always be no, since a capability is being asked for not specific “brands”) Do similar services exist that provide any level of requirement needed?

Can this request be handle via any other A) level process? (IA/DAA, Circuit Activation, Service Owner (service improvement process or service standardization process) Item that may have been omitted in contract? (Service not in Service Catalog or existing service in the Service Catalog with no sustainment piece)

>$100K <$100K & >$25K <$25K No Cost ($0)

Select One for Sustainment:

>$100K <$100K & >$25K <$25K No Cost ($0)

Some effort is involved; however, it is not very technical in nature (>10 days and <90 days)

Little to no effort is required for this action (<10days)

Request Disposition Recommendation

* Can/Should a standard change be created for this type of request? Yes No* Can/Should a normal change be created for this type of request? Yes No

* Does not count toward the 35 per month Non Standard Request Analysis capacity, since it should have been diverted prior to develop a standard request.

Justification:

Recommend if this request can be delivered with a Normal Change or Needs to be submitted to the Government for C4 Integration Process.

Select One:

Normal Change (RFC) C4IP (Corporate Investment (Project>90 days and Costs>$100K and not lifecycle replacement) Non-Standard Process Model Other: _____________________

DISTRIBUTION GUIDELINES

QUARTERLY ARCHITECTURE PRODUCTS AND UPDATES

2.2

Provide Enterprise Architecture artifacts data as a minimum required to support the following DoD Architecture Framework (DoDAF).

items to be addressed

DistrIBution guidelines

SERVICE DESIGN PACKAGE

2.3

Develop and deliver Service Design Package(s) for each new service, major change to a service or removal of a service or changes to the Service Design Package itself.

ITIL Service Design ITIL Service Transition Project Management Book of Knowledge (PMBOK) items To be addressed

· Entry Criteria

· Exit Criteria

Diagrams:

· Network Topology

· Activity Diagrams

· Sequence Diagrams

· Entity Relationship Diagrams

Service Asset Listing

· New Acquisitions

· Re-provisioned H/W & S/W

· Work Breakdown Structure (WBS)

· Schedule

· Gantt Chart

· PERT Chart

· Threats

· Probability

· Mitigation

· Event Monitoring, Alerts, and Thresholds

· Event Monitoring, Alerts, and Thresholds

· Security Incident Response

· Event Monitoring, Alerts, and Thresholds

· Test Schedule

· Event Monitoring, Alerts, and Thresholds

· Build and Test Costs

· Deployment and Test Costs

· Training Costs

· Government training/certification

· End-user/Executive Overview

· Contractor (GOTS only) Annual Sustainment Costs (including labor)

· Warranties

· Software Assurance

· H/W Technical Refresh

· Maintenance

· Specialty/Low Density Skill Sets distribution guidelines

Reports should be automated to the maximum extent possible and integrated into the ITSM Support Service at every opportunity.

MONTHLY SERVICE LEVEL MANAGEMENT REPORT

2.2

Service Level Management monthly report should include details of the service levels achieved in relation to the target contained within the SLAs. This report should contain detail of all aspects of the service and its delivery, including current and historical performance, breaches and weaknesses, major events, changes planned, current and predicted workloads, customer feedback and improvement plan and activities.

items to be addressed

· Number of User/Customer surveys sent

· Number of User/Customer surveys responded to

· Average User/Customer survey score (total and by question category)

· Average queue time waiting for Incident response

Distribution GUIDELINES

SERVICE LEVEL AGREEMENT

2.2