N2ITSM_Basic_IDIQ_PWS_DRAFT_v13_4_Feb_16.doc

NORAD and USNORTHCOM Information Technology Service Management (N2ITSM) Peterson Air Force Base, CO

Basic Indefinite Delivery Indefinite Quantity (IDIQ) Performance Work Statement Current as of: 4 February 2016

DRAFT

Table of Contents 1 General

1.1 Description of Services

1.2 Background Information

1.3 Objectives

1.4 Scope of Work

1.5 Estimated N-NC IT Environment and Level of Effort

1.6 Alteration of Services

1.7 Definitions of Responsibilities

1.8 Place of Performance

1.9 Hours of Operation

1.10 Projects

2 Tasks and Services Descriptions

2.1 Task 1: Service Operations and Stability

2.2 Task 2: Service Transition and Support

2.3 Task 3: Service optimization

2.4 Task 4: Continuous Service Improvement

3 Service Summary 4 Furnished Items and Services

4.1 Government Furnished Items and Responsibilities

4.2 Contractor Furnished Items and Responsibilites

5 Specifics

5.1 Applicable Directives

5.2 Changes

5.3 Key Personnel

5.4 Special Qualifications

5.5 Information Assurance

5.6 Certification Updates

5.7 Other Direct Costs

5.8 Information and Documentation Requests

5.9 Contingency and Exercises

5.10 Process Requirements

5.11 Security Requirements

5.12 Contractor’s Quality Control

5.13 Quality Assurance

5.14 Recognized Holidays

5.15 Contracting Officer Representative

5.16 Primary Point of Contact

5.17 Contractor Personnel

5.18 Records Management

5.19 Data Rights

5.20 Warranty

5.21 Post Award Conference /Periodic Progress meetings

5.22 Organizational Conflict of Interest

5.23 Contractor Manpower Reporting

6 Deliverables 7 Attachments/Appendix Listing

GENERAL

This is a non-personal services contract to provide North American Aerospace Defense Command (NORAD) and United States Northern Command (USNORTHCOM) information technology (IT) service management support services.

1.1 DESCRIPTION OF SERVICES

1.1.1 The contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items and non-personal services necessary to perform NORAD and USNORTHCOM (N-NC) Information Technology Service Management (N2ITSM) support services as in accordance with (IAW) this Performance Work Statement (PWS) except for those items specified as Government Furnished Property and Services.

1.1.2 The contractor shall provide professional, administrative, technical and management support for the N-NC Cyberspace Operations Directorate (N-NC/J6) to support the enterprise information technology (IT) services provided by the N-NC/J6 in support of NORAD and USNORTHCOM (N-NC) missions. Provide IT services to N-NC based on the industry best practices Information Technology Infrastructure Library (ITIL) framework that allows for high-quality, measurable performance of IT services and meet all N-NC IT requirements through the entire life-cycle of each IT service in all possible operating environments to include: stable day-to-day operations, deployed operations, exercises, and contingencies.

1.1.3 N-NC/J6 operates under an ITIL framework. The contractor’s quality of work shall be assessed based on the ITIL framework of industry best practices. The contractor shall maintain a skilled staff to ensure that contractual tasks, requirements, and deliverables are successfully executed.

1.2 BACKGROUND INFORMATION

1.2.1

NORTH AMERICAN AEROSPACE DEFENSE COMMAND (NORAD) MISSION

The NORAD mission, in close collaboration with homeland defense, security, and law enforcement partners, prevents air attacks against North America, safeguards the sovereign airspaces of the United States and Canada by responding to unknown, unwanted and unauthorized air activity approaching and operating within these airspaces, and provides aerospace and maritime warning for North America. NORAD is a bi-national United States and Canadian organization charged with the missions of aerospace warning, aerospace control, and maritime warning. Aerospace warning includes the monitoring of man-made objects in space and the detection, validation and warning of attack against North America whether by aircraft, missiles or space vehicles. Aerospace control includes ensuring air sovereignty and air defense of the airspace of Canada and the United States. Maritime warning includes processing, assessing, and disseminating intelligence & information to warn of maritime threats or attacks against North America. To accomplish its mission, NORAD operates through three subordinate regional headquarters:

A. Alaska NORAD Region (ANR)

B. Canadian NORAD Region (CANR)

C. Continental NORAD Region (CONR) 1.2.2

UNITED STATES NORTHERN COMMAND (USNORTHCOM) MISSION.

The USNORTHCOM mission anticipates and conducts Homeland Defense (HD) and Defense Support to Civilian Authorities (DSCA) operations within the assigned area of responsibility (AOR) to defend, protect and secure the United States and its interests. USNORTHCOM’s AOR includes air, land and sea approaches but also encompasses the CONUS, Alaska, Canada, Mexico and the surrounding water out to 500 nautical miles. It also includes the Gulf of Mexico and the Straits of Florida.

A. USNORTHCOM’s Defense Support of Civil Authorities (DSCA) mission includes domestic disaster relief operations that occur during fires, hurricanes, floods and earthquakes. Support also includes counter-drug operations and managing the consequences of a terrorist event employing a weapon of mass destruction.

B. In conducting its missions, USNORTHCOM operates through established Joint Task Forces subordinate to the command as well as support from service components. USNORTHCOM subordinate commands and service components include: Joint Forces Headquarters National Capital Region (JFHQ-NCR). JFHQ-NCR based at Fort McNair, Washington, D.C. is responsible for land-based HD, DSCA, and incident management in the National Capital Region:

(1) Joint Forces Headquarters National Capital Region (JFHQ-NCR)

(2) Alaska Command (ALCOM)

(3) Joint Task Force Civil Support (JTF-CS)

(4) Joint Task Force North (JTF North)

(5) Army North (ARNORTH)

(6) Air Force North (AFNORTH)

(7) U.S. Naval Fleet Forces (USSF) Command

(8) Office of Defense Coordination Mexico and Bahamas

(9) Washington Office (WO) 1.2.3

N-NC/J6 MISSION

The N-NC/J6 enables information and decision superiority for the N-NC Commander, subordinates and mission partners in order to optimize collaborative planning and execution in anticipation of military operations across the spectrum of missions throughout the NORAD Area of Operation (AOO) and USNORTHCOM Area of Responsibility (AOR). In addition, N-NC/J6 plans and coordinates USNORTHCOM contributions to the consequence management of events affecting the communications infrastructure of the United States.

1.3

OBJECTIVES

1.3.1 The N2ITSM environment currently consists of support for the Non-secure Internet Protocol Router Network (NIPRNet), Secret Internet Protocol Router Network (SIPRNet), SIPRNet Releasable (SIPR-REL), the classified US/Canadian NORAD Enterprise Network (NEN), Combined Enterprise Regional Information Exchange System (CENTRIXS Mexico), and commercially provisioned unclassified networks. Support occurs mainly on Peterson Air Force Base (AFB) in Colorado Springs, Colorado, but is also required at various locations in the NORAD AOO and NORTHCOM AOR.

1.3.2 Depending on the current operational environment, N-NC/J6 provides support to workstations, personal computers (PCs), printers, servers, infrastructure components, and wireless communications devices such as smart phones, cell phones, and secure mobile phones across the NIPRNet, SIPRNet, SIPR-REL, and NEN networks. Refer to the Service Asset Summary for Networks in the Technical Library.

1.3.3 Over the contract life the Government will have begun the planning and execution of transitioning services, processes, and/or functions from N-NC to other Department of Defense (DoD) Service Providers, to include but not limited to, the Defense Information System Agency (DISA); U.S. Air Force organizations and/or DoD programs such as the Joint Information Environment (JIE). The contractor shall support these efforts with the staffing proposed in this contract to assist in the Service Design and Transition of services that are in the N-NC Catalog to a provider of the Government’s choosing, including retirement of current services and decommissioning of obsolete equipment. The contractor shall provide pricing for each PWS task and sub-task(s) and for each Service Package identified in the Basic IDIQ Service Catalog.

1.3.4 Government Service Owners are Government personnel that will assist in implementing new or changed services and in ensuring proper maintenance and management of current services. In such cases, Government Service Owners are entitled to elevated privileges upon meeting the same training and certification requirements levied upon contractor personnel and provide administrative tasks. The Government will follow all applicable established change management, documentation, and approval processes when using elevated privileges to make any changes and will notify and work with the contractor to the maximum extent possible.

1.4 SCOPE OF WORK

1.4.1 To provide Network Operation and Maintenance services. The contractor shall provide non-personal services to manage, operate, sustain and provide logistical and general support for the IT services and service assets. To include: Information Transport, Network Distribution, Computing Services, Application Services, Technical Management, and Information Assurance (IA)/Cybersecurity service categories in accordance with the Basic IDIQ Service Catalog Responsible, Accountable, Consulted and Informed (RACI) matrices for each service. For the Combatant Command (COCOM) Mission Service category, provide Service Desk functions and Service Operations responsibilities, in addition to the Technical Management for the supporting services such as Information Transport and Network Distribution that COCOM Mission Services have dependencies.

1.4.2 The contractor shall provide all levels of maintenance and support. Contracted services include ITIL processes and functions supporting IT Service Strategy Support, Service Design, Service Transition, Service Operations, and Continual Service Improvement. Specific functions include Service Desk, IT Operations, Technical Management, and Applications Management. Contract task include: IT operations and maintenance, IT projects, IT design, testing and validation, component installation, service asset/component diagnostics/troubleshooting, service asset/component repair/replacement, enterprise network management, hardware and software handling/accountability, technical refresh/lifecycle replacement, network administration, systems administration, storage administration, enterprise network and security operations, telecommunications, configuration control and management, enterprise modeling and simulation, visual information/video teleconferencing, IA/cybersecurity, service desk, user training, exercise, contingencies, and support for national special security events (NSSE); and provide IT procurement for break-fix and for individual task orders.

1.4.3 The contractor shall recommend and identify changes to IT services, identify upgrades and service changes to improve the utility and warranty of IT Services in an effort to reduce total cost of ownership and increase efficiencies (proposed changes shall be approved through the N-NC Change Management process). However, changes to services in the Basic IDIQ Service Catalog that maintains the utility and warranty of that service is considered in scope of this contract as normal sustainment, and the contractor shall recommend implementation IAW industry best practices without imposing additional labor cost upon the Government. Changes in the technological environment may include application upgrades covered under software assurance agreements, technical modernization of service assets, and replacing service assets that are nearing end of life; establish, maintain, and administer an integrated Knowledge Management System (KMS), portal-based, for collection, control, publishing, and delivery of all program/PWS documents, and make the KMS available and accessible to the Government.

1.4.4 The Government retains the right to bring in external support to perform independent auditing, technical compliance, architectural services, and analysis functions on the existing enterprise, to review any contractor provided products, and implement new or significant changed service requirements.

1.5 ESTIMATED N-NC IT ENVIRONMENT AND LEVEL OF EFFORT

1.5.1 USERS

The current number of active end user computing devices range between 6,500 and 6,800 depending on status of Battle Staff operations. The contractor shall be expected to support approximately 2,500 users in the N-NC Headquarters, Peterson AFB proximity, and Cheyenne Mountain Air Force Station (CMAFS) locations, approximately 50 users geographically located at ODC Mexico, U.S. Embassy, Mexico City, Mexico, to include the Information Analysis Center (IAC) in the U.S. Embassy Mexico, approximately 10 users in ODC Bahamas, and as approximately 25 users in the Washington Office. The remaining users shall be supported by the contractor through the Enterprise Tier Support Requirements defined in Table 3. Users are designated priority levels to ensure service requests and incidents are responded to and resolved in a prioritized manner. Definitions and response requirements for all four categories are outlined in Paragraph 1.7 Definition of Responsibilities. N-NC has experienced an average 2-3% growth per year over the past three (3) years in IT service assets.

1.5.2 SERVICES

The contractor shall provide the services in the Basic IDIQ Service Catalog and supporting services, infrastructure, transport, and access. The Basic IDIQ Service Catalog, Attachment 2, identifies the following service categories that the contract has roles and responsibilities for:

A. Information Transport (Primarily DISA provided services) B. Network Distribution C. Computing Services D. Applications Services E. Technical Management Services F. Cybersecurity Services G. Directorate Services (Services that have directorate ownership and require N2ITSM support)

H. COCOM Mission Services (Services that have dependency to N2ITSM contractor operated services)

1.5.3 DATA CENTERS & INFRASTRUCTURE

1.5.3.1 N-NC operates data centers within Building 2, the N-NC Command Center (N2C2) complex and within the CMAFS facility. The contractor shall provide IT access management, asset accountability, and operations for each of these facilities:

A. N-NC Headquarters, Building 2 B. NORAD and USNORTHCOM Command Center (N2C2) Complex, Building 2 C. Network Control Center (NCC) Room, CMAFS

1.5.3.2 The N-NC and CMAFS infrastructure hardware assets for network access, campus, distribution, and TLA stacks are in the transition of being replaced from a Cisco original equipment manufacturer based environment to a Cisco Juniper Network mixed original equipment manufacturer base environment. The transition will begin in March 2016 with an expected mixed Cisco Juniper environment thru calendar year 2016. The transition is being performed by a third-party contractor. The contractor shall be responsible for both Cisco and Juniper network certified and experienced staff to perform the Transition and Support and Operations and Stability tasks and Tier 1/2/3 Technical Management IAW this PWS.

1.5.3.3 The scope of the N-NC Infrastructure is primarily contained in the N-NC Headquarters, N-NC Operations Centers, and Cheyenne Mountain Air Force Stations (CMAFS). The tables below provide an approximate magnitude for these locations that the contractor will be responsible for operations and maintenance. Table 1 includes both the N-NC Headquarters and CMAFS infrastructure. Table 2 includes the infrastructure that supports N-NC Operations such as the command center and battle cells.

IT Infrastructure Magnitude

Workstations

CENTRIXS MX

20 Workstations

Transport

40GB backbone

40GB backbone

2 Firewalls

14 Routers/Switches

2 Major Boundaries 2 Firewalls

5 Routers/Switches 2 Firewalls

18 Routers/Switches

2 Major Boundaries

Data Centers (x3)

Table 1 – N-NC Infrastructure Magnitude Operations Center IT Magnitude

Center 1

Center 2

ENCORE

7 Servers, 1 NAS, 2 Routers/Switches

Systems

Table 2 – N-NC Operations Center Infrastructure Magnitude

1.5.4 INFORMATION TECHNOLOGY SERVICE MANAGEMENT (ITSM) CAPABILITIES & TOOLS

The Government will provide available ITSM software and tools as listed in the Technical Library, Appendix D. The contractor shall assume that the ITSM capabilities and tools required to meet contractual requirements and execute this PWS may not be fully configured and optimized.

1.5.5 PROCESSES AVERAGE WORKLOADS

A. Service Desk: 1,500-2,000 calls per month.

B. Incident Management: 1,500-2,000 user incidents per month.

C. Requests Fulfillment: 800-1,000 standard and non-standard IT requests per month.

D. Change Management: 100-150 requests for change (RFC) for operations and maintenance changes per month.

E. Project Management: 2-4 projects per Project Leads/Operations Manager. Workload is based lined on full time equivalent (FTE).

F. Service Portfolio: Three (3) Service Packages for new IT requirements per month, ten (10) Non Standard Analysis Reports per month.

G. Service Design: 2-3 Service Design Packages per month for service improvements and technology upgrades/lifecycle replacement.

H. Service Improvement: Five Service Improvement Packages per quarter for services that do not meet service performance requirements.

I. Standard Requests

(1) Installing new application on the virtual infrastructure that supports less than 20 users that is not in the N-NC Software Catalog; 10-15 application installs per year

(2) Providing access to a non N-NC hosted web site or portal; 10-15 web sites per year

(3) Additions to existing N-NC services that do not cause a 5% increase in service capacity, like the number of users and/or number or connections/drops.

(4) Office moves or new installs of ten (10) or less personnel to include all workstations, peripheral devices, and network drops; 10-12 office moves or new installs per year estimating up to 100 users per year.

(5) Changes to proprietary or third-party Government Off-the-Shelf (GOT) or Commercial Off-the-Shelf (COT) software/application that are dependent on N-NC services to release or deploy successfully.

(6) All equipment installation necessary for standard desktop and automation configurations.

J. Lifecycle Replacement

(1) Workstations/Laptops hardware lifecycle replacement; 1,000-1,500 per year

(2) Infrastructure Server Blades, Routers, Access Switches; 25-35 per year

(3) Upgrade Operating System on all servers before EOL, achieve a five (5) year lifecycle replacement for all servers (physical and virtual)

(4) Upgrade Operating System on all workstations/laptops/tablets/mobile devices before EOL; achieve a five (5) year lifecycle replacement for all devices.

K. Network and Infrastructure: Estimate up to 200 network drop installs, 50 cable TV installs (or removals) and related drops, 200 network drop moves/relocations annually.

1.6 ALTERATION OF SERVICES

Over the life of the contract, the Government could execute the transition of services, processes, and/or functions from N-NC to other DoD Service Providers. The contractor shall support efforts with the staffing proposed in this contract to assist in the Service Design and Transition of services that are in the Basic IDIQ Service Catalog.

1.7 DEFINITION OF RESPONSIBILITIES

1.7.1 IT OPERATIONS SUPPORT LEVELS

The contractor shall provide support for all levels of maintenance. The contractor shall provide support for the N-NC Enterprise Tier Support as defined in Table 3 for on-site, dispatched, and off-site maintenance. These maintenance levels apply to all services in the Basic IDIQ Service Catalog and those extended to subordinates, regions, and sectors.

1.7.1.1 Enterprise Maintenance Levels

A. First-Point Resolution (Tier 1): Performs first look trouble-shooting, including cables, configuration, and customer errors, escalation of Incidents, problems, and service requests to DoD Enterprise Service Providers or other Third-Party Providers. Third-Party provides could include commercial service providers, vendors, and original equipment manufacturers (OEM).

B. Second-Level Support Group (Tier 2): First point of escalation for problems beyond the scope of the Tier 1 technicians. Would include global server configuration settings, security policy, network infrastructure, and application configurations.

C. Third-Level Support Group (Tier 3): Final level of escalation for issues beyond the scope of the Tier 2 personnel, including interactions between systems, global network changes, upgrades to newer versions of hardware/software, and third party contracts. Tier 3 support may, but not necessarily, require an underpinning contracts so that Tier 3 personnel can coordinate fixes with the vendor and or OEM. The contractor shall provide Tier 3 trained and certified staff to support the core infrastructure and systems that N-NC operates for all networks.

1.7.1.2 ITSM Prioritization Levels. The following ITSM Prioritization levels are established to support N-NC Enterprise Operations, Users, and Services.

A. Priority 1A

(1) Priority 1A designation is reserved for Battle Staff Center seats. The seats are associated with the elements identified in the N-NC Publication 1-01 Battle Staff Standard Operating Procedure (BSOP). The primary location for the P1A seats is the N2C2 but the priority designation applies to any location occupied by Battle Staff personnel. Deployed elements in support of N-NC missions. The contractor shall support the Alternate Command Center (ACC) in CMAFS during contingency operations.

(2) Service outages escalated and service requests submitted by the 721st Communications Squadron Operations that are identified as “Critical” supporting the N-NC IT Operations and services located in Cheyenne Mountain Air Force Station (CMAFS) facility.

B. Priority 1

(1) Users: General Officers (GO), Flag Officers (FO), Senior Executives Service (SES), Office of Defense Coordination/Chiefs, Directors and Element Commander users.

(2) Services. Mission Critical communications equipment or systems whose failure prevents mission accomplishment. Mission Critical and Essential services as identified in the Basic IDIQ Service Catalog, Attachment 2.

(3) All users located at subordinate commands, regions, sectors, and service components that have N-NC services extended to those organizations and if the incident isolates and/or degrades service. Service outages deemed critical by the appropriate Government Service Owner.

(4) Service outages escalated and service requests submitted by the 721st Communications Squadron Operations that are identified as “High” supporting the N-NC IT Operations and services located in Cheyenne Mountain Air Force Station (CMAFS) facility.

C. Priority 2

(1) Users. Support staff for GO/FO/SES (Priority 1) users; per the N-NC Chief of Staff’s Staff Directory and All command special staff directors.

(2) Services. Mission Essential communications equipment or systems whose failure prevent mission accomplishment but does not impact Priority 1A and 1 users.

(3) Service outages escalated and service requests submitted by the 721st Communications Squadron Operations that are identified as “Medium/Low” supporting the N-NC IT Operations and services located in Cheyenne Mountain Air Force Station (CMAFS) facility.

D. Priority 3

(1) Users. All other N-NC users using N-NC IT Services.

(2) Services. Any request for assistance from a subordinate commands, regions, sectors, and service component service provider that have N-NC services extended to those organizations.

1.7.2 IT SITE SUPPORT LEVELS

The following support levels apply to locations listed in Table 3.

A. On-site: Adequate IT support staffing primary location is listed Table 3 below.

B. Off-site: Remote support only will be provided to these locations listed in Table 3 below. If on-site support is required, travel costs will be incurred and reimbursable by the Government in accordance with Joint Federal Travel Regulation (JFTR).

C. Dispatch: While IT support is not housed/co-located at these locations, if required, IT support staff shall be required to travel on-site to the impacted locations in accordance with JFTR. The contractor shall be dispatched IAW local guidance and policy.

N-NC Headquarters

X

X

X

X

X

X

Joint Cyber Center (JCC)

Peterson AFB Support Buildings

SCONORTH (Hangar 104 & Hangar 140)

Bldg. 920 (N-NC/J2)

Bldg. 1470/71 (N-NC, DISA)

GO/FO Housing (Approximately 10 Houses)

Colorado Springs Locations

Western CONUS Regional Support Center

X

X

Leidos Facility (N-NC/J7)

X

X

J6 IT Warehouse (N2ITSM Contractor Location)

X

Cheyenne Mountain Air Force Station

NORAD Regions and Sectors

X

X

Canadian Region (CANR), Winnipeg CA

X

X

Canadian Air Defense Sector (CADS) North Bay, CA

X

X

Western Area Defense Sector (WADS), JB Lewis-McCord, WA

X

Eastern Area Defense Sector (EADS), Rome, NY

X

USNORTHCOM Subordinates

Joint Forces Headquarter National Capital Region (JFHQ-NCR)

X

Alaska Command (ALCOM)

X

Joint Task Force - Civil Support (JTF-CS)

X

Joint Task Force - North (JTF-North)

X

Army North (ARNORTH)

X

X

X

Air Force North (AFNORTH)

X

X

X

US Forces Fleet Command (NAVNORTH)

X

X

X

X

Office of Defense Bahamas, Embassy of the U.S. Nassau, Bahamas

X

Deployed Sites (Per Mission Requirements; Exercise/Contingency)

X

X

Table 3 - N-NC Enterprise Tier Support Requirements

1.7.3 OFFICE OF DEFENSE COORDINATION (EMBASSY OF THE UNITED STATES IN MEXICO CITY, MEXICO) Provide on-site IT Service Management (ITSM) to approximately 50 USNORTHCOM personnel and select personnel supporting the USNORTHCOM mission within the U.S. Embassy, Mexico City, Mexico. The IT services, as identified in the ODC Mexico IT Service Catalog, are an extension of the NORAD and USNORTHCOM IT Services 1.7.4 OFFICE OF DEFENSE COORDINATION BAHAMA DISPATCHED VISITS (EMBASSY OF THE UNITED STATES IN NASSAU, BAHAMAS) Provide six (6) dispatched visits per year to Office of Defense Bahamas to provide on-site maintenance for service asset lifecycle replacement, repair, and survey for ITSM related issues.

1.7.5 WASHINGTON OFFICE (WO) ON-SITE SUPPORT (PENTAGON IN WASHINGTON D.C.)

The contractor shall:

A. Provide on-site support to the Washington Office for approximately 25 users with services identified in the Basic IDIQ Service Catalog, Attachment 2. The contractor shall have the capability to provide Tier 1 and 2 support capabilities to support GO/FO/SES visits for the services provided to this location.

B. Provide service to cover the workload during business hours from 6am to 5 pm, Monday thru Friday.

C. On-site support will be required to have a Top Secret (TS)/Sensitive Compartmented Information (SCI) for access into Sensitive Compartmented Information Facility (SCIF) areas hosted by the WO or Pentagon organizations.

D. Provide Video Teleconferencing (VTC) setup, configuration, and escalation for VTCs required by the WO. Support will include SIPR, NIPR, JWICS, and VTC sessions.

E. On-site support will be available on-site for all Top 6 N-NC leadership visits. These include the N-NC Commander, USNORTHCOM Deputy Commander, NORAD Deputy Commander, and N-NC Chief of Staff, NC J3, NJ3.

F. Maintain an IT Service Continuity Book that details service assets supported, locations, passwords, and procedures required to effectively administer WO services. The contractor shall have access to the N-NC Incident/IT Service Management system and provide monthly reports to the WO regarding service request and incident status. Status reports should include a breakdown of all services provided to the WO and per WO users to include; WO Staff, GO/FO/SES visitors, and O6/GS-15 visitors.

G. The contractor shall have access to the N-NC Incident/IT Service Management system to log and escalate service requests. Provide monthly reports to the WO regarding service request and incident status and trending.

1.7.6 N2C2 ON-SITE SUPPORT

Provide on-site Tier 1 – Tier 3 support to approximately 250-300 P1A work stations with services identified in the Basic IDIQ Service Catalog via a 24x7x365 manned N2C2 Service Desk. On-site support shall be required to have a TS/SCI for access into SCIF areas. The contractor shall have 24x7x365 presence in the N2C2 watch floor. The contractor shall support the ACC in CMAFS during contingency operations (See section 4).

1.8 PLACE OF PERFORMANCE

1.8.1 PRIMARY ON-SITE

The primary location for contract performance is N-NC Headquarters, located in Building 2, Peterson AFB, CMAFS, and Colorado Springs, Colorado area. The allotment of Government-provided contractor on-site workspace at the primary on site location is not-to exceed 56 seats with 24/7 access as noted in Table 4. The contractor shall support all locations served by the N-NC IT Enterprise identified in Table 3 of this PWS.

Table 4 - Contractor Seating Allotment at N-NC Headquarters, located in Building 2

1.8.2 GEOGRAPHICAL LOCATION ON-SITE SUPPORT

The geographically separated locations identified in Table 3 require on-site support at those locations. The allotment of Government provided contractor on site workspace is not to exceed 3 seats with 24/7 access support at ODC Mexico. The allotment of Government provided contractor on site workspace is not to exceed 1 seat with 24/7 access at the Washington Office. There is no government provided on site workspaces at ODC Bahamas, however access is provided to support 6 dispatched on site visits per year to perform O&M maintenance support.

1.8.3 CONTRACTOR OFF-SITE

Due to on-site seating limitations the contractor shall also work outside of N-NC Headquarters, Bldg. 2 to the maximum extent possible. The Government, upon approval, may provide at the contractor’s off-site facility limited Non-secure Internet Protocol Router (NIPR) workstations and printers, if needed. The contractor shall be responsible for network transport and infrastructure to N-NC Headquarters, Bldg. 2 for NIPR access.

1.9 HOURS OF OPERATION

The contractor’s core operating hours are 7:30 am to 4:30 pm, Monday thru Friday, except Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed facility closings. In addition, the contractor shall provide support and response to incidences per the services priorities (paragraph 1.7.1.2) and respective response times (Incident Management and Service Request) to include:

A. Provide telephone service support 24/7/365 B. Provide 24/7/365 support for all services IAW ITSM priorities established in this PWS C. Provide 24/7 support during exercises and contingencies D. Service Desk operating hours are from 6:00 am to 6:00pm, Monday thru Friday

1.10 PROJECTS

1.10.1 The Government retains the authority to award new task orders for work which is not specifically identified in the PWS, within the general scope of this contract.

1.10.2 The objective of the projects is to obtain IT support related to N2ITSM services in response to the requested task orders. Each task order under this contract will identify tasks in one or more areas specified in the general scope of this PWS.

1.10.3 The contractor is responsible for integration with existing and proposed projects.

2 TASKS AND SERVICES DESCRIPTION

2.1 TASK 1: SERVICE OPERATIONS AND STABILITY

2.1.1 SUB-TASK 1: SERVICE DESK

The Service Desk is the primary point of contact for users experiencing a service disruption or requesting a service and/or a service change. The goal of the Service Desk is to provide incident management and request fulfillment. The Service Desk resumes normal service to the user in accordance with priority level response times and documents and facilitates service requests.

2.1.1.1 REQUIREMENTS-The contractor shall:

A. Provide a Service Desk function that will support the users specified in Paragraph 1.5.1. During contingency and exercise operations, the Service Desk will be staffed 24/7 to meet the user demand.

B. Provide, integrate, and manage Service Desk functions to meet Government specified outputs, Operational Metrics (OM), Key Performance Indicators (KPI), and Critical Success Factors (CSF) identified below. The COR will review and validate reports and documents provided by the contractor and provide feedback.

C. Maintain the Service Desk as the primary point of contact for all incoming calls, walk-ins, and emails. The contractor shall provide a customer focused interface between the users to enable the efficient use of IT services, assisting in the restoral of normal services, in addition to assisting users against potential service interruptions.

D. The Contractor shall provide Common Access Card (CAC) unlock and Personal Identification Number (PIN) reset capability for NORAD and USNORTHCOM Personnel through the Service Desk and the N2C2 On-Site technical support.

E. Ensure all Service Desk requests that are identified as standard requests are immediately processed based on approved request models and nonstandard requests are logged and routed for contractor analysis.

F. Provide accurate status updates and feedback to the Contracting Officer Representative (COR) or designated Government Representative on all incidents, service and change requests submitted to the Service Desk on a weekly basis, until resolved, fulfilled, or officially declined by the Government. Develop and utilize a method to track that status updates are being delivered and provide weekly reports of notification history to the COR or designated Government Representative.

G. Utilize an incident, request, and call management system to log, categorize, and escalate incident records as well as record workarounds, maintain a known error database, and document final resolution within required timelines. Expose a customer facing view of the database to allow all N-NC customers (to include subordinates, regions, and sectors) to check on the status of requests in real-time. Maintain CAC PIN reset capability during normal service desk hours.

2.1.1.2 OUTPUTS: (Service Output Specifications, See Attachment 3) A. Monthly Service Desk Call Report

2.1.1.3 OPERATIONAL METRICS: (Monthly)

A. Total Number Of Incidents Recorded By Service Desk B. Average Call Waiting Time (Seconds) C. Number Of Calls Abandoned after 60 Seconds D. Total Number Of First Contact Resolutions (i.e. walk-ins, phone calls) Tickets, within 15 minutes E. Total Number Of Calls Received

2.1.1.4 KEY PERFORMANCE INDICATORS: (Monthly)

A. Call Abandon Rate [Metric: C/E]

(1) Superior Service Threshold: 3%

(2) Service Warning: 5% B. Call Waiting Rate [Metric: B]

(1) Superior Service Threshold: (60 seconds)

(2) Service Warning: (120 seconds) C. First Contact Resolution Rate [Metric: D/A]

(1) Superior Service Threshold: 70%

(2) Service Warning: 55%

2.1.1.5 CRITICAL SUCCESS FACTORS:

A. Maintain Quality IT Services B. Improve User Satisfaction C. Effective Communications with Users

2.1.2 SUB-TASK 2: INCIDENT MANAGEMENT:

Incident management covers every occurrence that disrupts or might disrupt a network, system, capability, or security service. This includes incidents reported by customers to the Service Desk as well as those reported by subordinate, deployed, or alternate command sites, and automated systems. The goal of Incident Management is to restore normal service operation to meet user priority levels and minimize the adverse effect on operations, thus ensuring that the best possible levels of service quality and availability are maintained.

2.1.2.1 REQUIREMENTS-The contractor shall:

A. Provide, integrate, and manage Incident Management to meet Government specified outputs, OMs, KPIs, and CSFs identified below. The COR will review and validate reports and documents provided by the contractor and provide feedback.

B. Apply the following ITSM Prioritization Levels to incident management. By exception, the IT Service C. Management Division Chief can elevate the priority of an operations element, staff section, and/or mission essential personnel for a temporary period of time to meet an urgent or critical command need and if there is a significant impact to meet the mission. Similarly, the Director/Deputy Director of Command and Control Systems can also determine that the incident does not impair the operational mission of the user at the priority listed and can downgrade the priority to ensure unnecessary focus is not diverting efforts from issues with more operational necessity.

(1) Priority 1A

i. Priority 1A designation is reserved for Battle Staff Center seats. The seats are associated with the elements identified in the N-NC Publication 1-01 Battle Staff Standard Operating Procedure (BSOP). The primary location for the P1A seats is the N2C2 but the priority designation applies to any location occupied by Battle Staff personnel. Deployed elements in support of for N-NC missions (e.g. Homeland Defense, Civil Support, and NSSEs.

ii. Restoral of service within two (2) hours of outage notification and respond within 30 minutes

(2) Priority 1

i. Users: GO/FO/SES/Director/Element Commander users. Service restoration shall be contingent upon a required time coordinated with the executive staff or requested by the IT Service Management Division Chief.

ii. Services: Mission communications equipment or systems whose failure prevents mission accomplishment Mission Critical and Essential services as identified in the Basic IDIQ Service Catalog. Priority 1 applies to all N-NC services extended to subordinate commands, regions, sectors, and service components which isolates and/or degrades services. Service outages deemed critical by the appropriate Government Service Owner.

iii. All require restoral of like service capability within four (4) hours.

(3) Priority 2

i. Users: Support staff for GO/FO/SES (Priority 1) users; per the N-NC Chief of Staff’s Staff Directory and All command special staff directors.

ii. All require restoral of like service capability within 12 business hours.

(4) Priority 3

i. Users: All other N-NC users using N-NC IT Services.

ii. Manage, configure, install, troubleshoot, maintain and upgrade Government-approved incident management systems. Make the incident management system available for Government access, use, and review at all times.

iii. Respond and resolve all incidents for N-NC users. Priority 3 user incidents shall be resolved within 60 business hours. To minimize the incident aging, ninety percent (90%) of Priority 3 user problems shall be resolved 60 business hours, and one-hundred percent (100%) of Priority 3 user problems shall be resolved within 80 business hours (i.e. this requires all Priority 3 tickets to be resolved in ten (10) business days). All user incidents not resolved within 80 business hours shall be reported in the Daily Service Desk Report.

iv. Contact end-user on any anticipated service level breaches based on end-user priority.

v. All open incidents, after the 60 days phase-in period, will be reported to the COR within ten (10) business days. Incident open dates will be reset to contract start date and resolved IAW the ITSM prioritization schema.

vi. Report all major incidents defined by either a service outage or degradation affecting ten (10) or more users or a Core Service outage within 30 minutes to the Government Service Owner for Network Operations.

2.1.2.2 OUTPUTS: (See Attachment 3 Service Output Specifications) A. Monthly Incident Management Report B. Monthly Service Level Agreement (SLA)/ Operational Level Agreement (OLA) Breach Reports C. Monthly Major Incident Report D. Incident Models (Required within one (1) hour after closure of Major Incident

2.1.2.3 OPERATIONAL METRICS: (Monthly)

A. Total Number Of Incidents (All incidents resolved) B. Number Of Incidents Resolved Within Priority Levels C. Number Of Incidents Reopened Within Ten (10) Working Days

D. Incidents Caused By Customer (e.g., Port Blocked Denial of Service, Password Lock Out)

E. Number Of Closed Incidents without Customer/User Agreement

F. Number of Priority 3 Incidents Resolved within 60 Business Hours

G. Number of Priority 3 Incidents Resolved

H. Average Time to Incident Resolution for Priority 1A User

I. Average Time to Incident Resolution for Priority 1 User

J. Average Time to Incident Resolution for Priority 2 User

K. Average Time to Incident Resolution for Priority 3 User

2.1.2.4 KEY PERFORMANCE INDICATORS:

A. Incident Resolution Rate [Metric: (B/A)]

(1) Superior Service Threshold: 95%

(2) Service Warning: 90% B. Customer Incident Impact Rate [Metric: (D/A)]

(1) Superior Service Threshold: 4.5%

(2) Service Warning: 7.5% C. Incident Reopen Rate [Metric: (C/A)]

(1) Superior Service Threshold: 4.5%

(2) Service Warning: 7.5% D. Customer Dissatisfaction Rate [Metric: (E/A)]

(1) Superior Service Threshold: 5%

(2) Service Warning: 10% E. Incident Resolution (Avg) for Priority 1A Users [Metric: H]

(1) Superior Service Threshold: One (1) hour (Average)

(2) Service Warning: Two (2) hours (Average) F. Incident Resolution (Avg) for Priority 1 Users [Metric: I]

(1) Superior Service Threshold: Two (2) hours (Average)

(2) Service Warning: Four (4) hours (Average) G. Incident Resolution (Avg) for Priority 2 Users [Metric: J]

(1) Superior Service Threshold: Eight (8) business hours (Average)

(2) Service Warning: 12 business hours (Average) H. Incident Resolution (Avg) for Priority 3 Users [Metric: K]

(1) Superior Service Threshold: 36 business hours (Average)

(2) Service Warning: 60 business hours (Average) I. Priority 3 Incident Aging [Metric: F/A]

(1) Superior Service Threshold: 90%

(2) Service Warning: 80%

2.1.2.5 CRITICAL SUCCESS FACTORS:

A. Provide Effective and Efficient IT Service Management

B. Maintain Quality IT Services

C. Improve Mission/Business Productivity with IT Services

D. Improve User Satisfaction

2.1.3 SUB-TASK 3: REQUEST FULFILLMENT

Request Fulfillment is the process that incorporates all aspects of fulfilling a customer’s approved IT request. IT requests can be either for hardware or software equipment, devices, application, etc. that are offered in the Service Catalog. User requests can be requests for information, advice, a standard change, or access to a service in the Service Catalog. It should include self-service for identifying available services, capture the service request, approval, tracking, provisioning, delivery and delivery confirmation. The goals of the Request Fulfillment process are:

A. To offer users a channel through which they can request and receive services; to this effect an agreed approval and qualification process must exist B. To provide users and customers with information about the availability of service and the procedures for obtaining these services C. To assist with general information, complaints, or comments

2.1.3.1 REQUIREMENTS-The contractor shall:

A. Provide, integrate, and manage Request Fulfillment to meet Government specified outputs, OMs, KPIs, and CSFs identified below. The Government will review and validate reports and documents provided by the contractor and provide feedback.

B. Apply the following ITSM Priority Levels to request fulfillment.

(1) Priority 1A requests will be fulfilled in three (3) business days

(2) Priority 1 user requests will be fulfilled within five (5) business days

(3) Priority 2 user requests will be fulfilled within ten (10) business days

(4) Priority 3 user requests will be fulfilled within 14 business days

(5) All Priority 1A, 1, and 2 service requests exceeding the specified fulfillment days will be reported daily.

C. By exception, the Director of Command and Control Systems, can elevate the priority of an operations element, staff section, and/or mission essential personnel for a temporary period of time to meet an urgent or critical command need and if there is a significant impact to meet the mission.

D. Manage, configure, install, troubleshoot, maintain and upgrade Government-approved service request management systems. Make the service request management system available for Government access, use, and review at all times.

E. Respond and resolve all service requests for N-NC users and customers. Estimated average 1,500 service requests per month, both standard and non-standard.

F. Report all open service requests within 70 calendar days after contract start date.

G. After 90 calendar days of contract start, produce quarterly standard request model according to volume, recommended changes and updates. This report shall be provided to the designated Government representative.

H. Produce a Request Model for each IT Service. A Request Model should include, at a minimum, approval authority, provisioning steps, associated costs, funding approval steps, service assets, the Core Service Package (See Service Catalog), and any associated Service Level Packages for any differentiated offerings. Each Request Model will be approved by the Change Advisory Board prior to it becoming a standard change.

2.1.3.2 OUTPUTS: (See Attachment 3 Service Output Specifications) A. Monthly and Quarterly Request Fulfillment Report B. Monthly Request Model for each IT Service

2.1.3.3 OPERATIONAL METRICS: (Monthly)

A. Average Time to Fulfill Requests for Priority 1A User

B. Average Time to Fulfill Requests for Priority 1 User

C. Average Time to Fulfill Requests for Priority 2 User

D. Average Time to Fulfill Requests for Priority 3 User

E. Number Of Request Fulfillment Complaints

F. Total Number of Requests

G. Number Of Requests Reopened

2.1.3.4 KEY PERFORMANCE INDICATORS:

A. Request Fulfillment Rate for Priority 1A Users [Metric: A]

(1) Superior Service Threshold: Two (2) business days (Average)

(2) Service Warning: Three (3) business days (Average) B. Request Fulfillment Rate for Priority 1 Users [Metric: B]

(1) Superior Service Threshold: Three (3) business days (Average)

(2) Service Warning: Five (5) business days (Average) C. Request Fulfillment Rate for Priority 2 Users [Metric: C]

(1) Superior Service Threshold: Seven (7) business days (Average)

(2) Service Warning: Ten (10) business days (Average) D. Request Fulfillment Rate for Priority 3 Users [Metric: D]

(1) Superior Service Threshold: Ten (10) business days (Average)

(2) Service Warning: 14 business days (Average) E. Request Fulfillment Satisfaction Rate [Metric: 1-(E/F)]

(1) Superior Service Threshold: 95%

(2) Service Warning: 90% F. Service Request Reopen Rate [Metric: G/F]

(1) Superior Service Threshold: 3.0%

(2) Service Warning: 5.0%

2.1.3.5 CRITICAL SUCCESS FACTORS:

A. Deliver Accurate and Timely IT Services

B. Maintain Quality IT Service

C. Improve User Satisfaction

2.1.4 SUB-TASK 4: ACCESS MANAGEMENT:

A. Access Management consists of the processes and procedures responsible for allowing users to make use of IT services, systems, applications, data, or other IT assets. Access Management helps to protect the Confidentiality, Integrity and Availability of assets by ensuring that only authorized users are able to access or modify the assets.

B. The goal of Access Management is to ensure internal and external users have the appropriate level of access to a service, but differs from Availability Management in that it does not guarantee that access is always available at the agreed times.

C. Access Management applies to all N-NC managed systems and encompasses such systems without regard as to operating system or whether the access control is integrated into Active Directory Services.

2.1.4.1 The contractor shall ensure key access management personnel have the requisite education, expertise and/or experience to execute tasks. Commercial certification requirements for cybersecurity, IAW DoD 8570.01-M, IA Workforce Improvement Program, have previously been referenced in this document.