N2ITSM_Sources_Sought_Attachment.docx

NORTH AMERICAN AEROSPACE DEFENSE COMMAND (NORAD) AND US NORTHERN COMMAND (USNORTHCOM) INFORMATION TECHNOLOGY

SERVICE MANAGEMENT (N2ITSM)

DRAFT TECHNICAL SPECIFICATIONS

The current number of active users ranges between 6,500 and 6,800 depending on status of Battle Staff operations. 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 for NORAD and USNORTHCOM Information Technology Service Management (N2ITSM) Prioritization Levels noted below NORAD and USNORTHCOM has experienced an average 2-3% growth per year over the past three years in IT service assets and anticipates the same growth line over the life of this contract, the Contractor shall consider this growth as part of the contract life.

ITSM Prioritization Levels:

Priority 1A Users. Approximately 250-300, Users that support the Battlestaff and Operational Centers.

Priority 1 Users. Approximately 100-125. General/Flag Offices and/or Directorate Chiefs.

Priority 2 Users. Approximately 200-250. Direct supporting staff for Priority 1 Users.

Priority 3 Users. All other users in the commands.

Services: The Contractor is responsible for the service in the N-NC Service Catalog and those services that depend on these services for infrastructure, transport, and access.

Data Centers: N-NC operates a primary data center within Building 2 with the ability to fail over core services to a data center within the Cheyenne Mountain Air Force Station facility. The Contractor is responsible for access, asset accountability, and operations of the primary data center. The Contractor is responsible for asset accountability, and operations of the N-NC assets in the alternate data center (N-NC is a tenant in the alternate data center, not the primary owner).

Average number of tickets received for this environment (for incident, request and project support) is 3,500 per month (for all geographic locations and all networks).

The NORAD and USNORTHCOM ITSM environment currently consists of support for the Nonsecure Internet Protocol Router Network (NIPRNet), Secret Internet Protocol Router Network (SIPRNet), SIPRNet Releasable (SIPR-REL), and the classified US and Canadian NORAD Enterprise Network (NEN), CENTRIXS, and commercially provisioned unclassified networks. Support occurs mainly at Peterson AFB in Colorado Springs, CO, but is also required at various locations in the NORAD Area of Operations (AOO) and NORTHCOM Area of Responsibility (AOR).

NORAD operates through three subordinate regional headquarters:

a. Alaskan NORAD region

b. Canadian NORAD region

c. Continental NORAD region

USNORTHCOM Subordinate Commands and Service Components include:

a. Joint Forces Headquarters National Capital Region

b. Joint Task Force Alaska

c. Joint Task Force Civil Support

d. Joint Task Force North

e. Army North

f. Air Force North

g. Navy Fleet Forces Command

h. Offices of Defense Coordination, Mexico and Bahamas

Support and maintain N2ITSM Application Services on NIPRNet, SIPRNet and NEN including: SharePoint 2010 and SharePoint 2013, Office 2010, Task Management Tool (TMT), and Windows 2010 and 2012 (PC and Server). Support and Maintain network configuration management and monitoring tools such as, but not limited to, Symantec Security Info Manager (SSIM), What’s Up Gold (WUG) and Host Based Security System (HBSS). All systems operate from a local data center that hosts both the production and a test environment.

Contractor will provide training to users on all enclaves for services delivered. Contractor will decommission SharePoint enclave service delivery at the direction of N-NC (dependent upon successful transition to Joint Information Enterprise services)

Security: The contractor shall possess and maintain a SECRET facility clearance from the Defense Security Service. The contractor’s employees, performing work in support of this contract shall have been granted at a minimum SECRET security clearance from the Defense Industrial Security Clearance Office. Certain employees would require a Top Secret Clearance.

The Major subtasks of this requirement are:

PERFORMANCE

SERVICE OPERATIONS

Event Management

Provide Tier 1 support to the PAFB complex, other local locations.

Provide Tier 2 support to the PAFB Complex, other local locations and CMAFS. Provide Tier 3 support to the PAFB Complex, CMAFS, other local locations, and N-NC subordinate locations, Regions and Sectors.

PAFB Complex: HQs N-NC (Bldg. 2) and other buildings on PAFB (e.g.: Bldg. 920, Bldg. 104, Hangar 140, Bldg. 1470/1471, etc.).

CMAFS: Data Center Tier 2/Tier 3 support.

Other local locations: J7 off-base facility; Western CONUS Regional Office (WCRO): Tier 1, 2 and 3 Subordinate locations and Regions and Sectors: See above locations listed for NORAD AOO and NORTHCOM AOR.

Priority 1A (30 min Response, 2hr Resolution)

Priority 1 (2hr to 4hr Resolution)

Priority 2 (8hr to 12hr Resolution)

Priority 3 (12hr to 36hr Resolution)

*All Priorities may require procurement (Break/Fix)

N2C2

Priority 1A (30 min Response, 6 hour Fulfillment (Workstation & Peripherals)

Priority 1A (30 min Response, 5 Bus Day Fulfillment (New S/W Applications)

Priority 1A (30 min Response, 3 Bus Day Fulfillment (Move)

GO/FOs, Directors (e.t. al) & Direct Supports

Priority 1 (4 hour Response, 2 Bus Day Fulfillment (Workstation & Peripherals)

Priority 1 (4 hour Response, 10 Bus Day Fulfillment (New S/W Applications)

Priority 1 (4 hour Response, 3 Bus Day Fulfillment (Move - 10/month)

All Others

Priority 2 (2 Bus Day Response, 5 Bus Day Fulfillment (Workstation & Peripherals)

Priority 2 (2 Bus Day Response, 20 Bus Day Fulfillment (New S/W Applications)

Priority 2 (2 Bus Day Response, 5 Bus Day Fulfillment (Move -20/month)

*All Priorities may require procurement (Break/Fix)

SERVICE STRATEGY

- Service Catalog

SERVICE DESIGN

SERVICE TRANSITION

PROCUREMENT

Break/Fix: 20-30 Priority requests/year, (To meet Incident)

Bench stock: manage to appropriate levels to meet incident and request fulfillment requirements

Technical Refresh: plan and deploy to approved plan; dependent upon annual funding availability

PROJECTS

PWS-to-Award; Obj: 60 Days, Threshold: 90 Days

Avg of 10-12 Projects per Year; Avg Project $700K (20% Labor, 80% Material)

Technical Refresh: Infrastructure & Networking

Moves and Events: J7, COS, LOE per Year

Small System Installs and Upgrades

Data Center Transition