Remedy_ITSM_PWS_23_Jul_14.docx

PERFORMANCE WORK STATEMENT (PWS)

Defense Logistics Agency

BMC Remedy IT Service Management Consulting Services

23 July 2014

1.0 SUMMARY OF SERVICES

Defense Logistics Agency (DLA) needs assistance from a highly-qualified subject matter expert to enhance their deployment of BMC Remedy IT Service Management (ITSM) 8.1.

2.0 SCOPE

BMC Remedy ITSM has been deployed within DLA Transaction Services (J63) and Technology Foundation Services (J64) to facilitate a subset of ITILv3 processes including Incident, Change, and Asset Management to support situational awareness and audit readiness of mission-critical operations. DLA requires its ITSM deployment to be enhanced to implement additional ITILv3 processes (i.e., Problem Management, Knowledge Management, Service Request Management and Service Level Management) and enriched situational awareness by integrating its Alert Management and Event Management processes with its Incident and Change Management processes.

3.0 PERFORMANCE OBJECTIVES

The success of the engagement will be measured with following performance objectives:

3.1 Enhance existing Remedy ITSM 8.1 deployment in accordance with the Government’s requirements:

3.1.1 Implementation of Foundation Data configuration changes to support requirements determined during fulfillment of any other performance objective; integration with Active Directory to facilitate maintenance of People records.

3.1.2 Implementation of BMC Problem Management to facilitate Root Cause Analysis.

3.1.3 Implementation of BMC Incident Management determined to be necessary during fulfillment of any other performance objective.

3.1.4 Implementation of BMC Change Management to support configuration requirements determined during fulfillment of any other performance objective.

3.1.5 Implementation of BMC Asset Management to support configuration requirements determined during fulfillment of any other performance objective.

3.1.6 Implementation of BMC Knowledge Management to including support for the development of the top 50 knowledge articles.

3.1.7 Implementation of BMC Service Request Management to support top 25 service requests and development of the Service Catalog.

3.1.8 Implementation of BMC Service Level Management to implement service levels agreements specified in DLA Support Agreements and in support of service level agreements defined for Incident, Change, Asset, Problem, Knowledge and Service Request Management processes.

3.1.9 Implementation of BMC Virtual Agent to facilitate customer interaction. Resultant conversations must be stored within Remedy ITSM in relation to their originating request.

3.1.10 Implementation of BMC Atrium Dashboards and Analytics for BMC Remedy ITSM to facilitate enhanced reporting functionality.

3.1.11 Populate CMDB in support of Event Management and Change Management

3.1.12 Implementation of Kinetic Data Calendar to facilitate creation and administration of Change Calendars and Team Calendars

3.1.13 Implementation of Kinetic Data Survey to facilitate requirements to analyze customer satisfaction with resolved Incidents and completed Changes

3.1.14 Authentication to the BMC Remedy ITSM deployment must require Department of Defense (DoD) Public Key Infrastructure (PKI) client certificates; DLA currently owns licenses to deploy the RightStar PKI AREA Connector for BMC Remedy for this purpose

3.1.15 Solution must be compliant with Section 508 of the Rehabilitation Act of 1973 as amended

3.1.16 Solution must be configured to require a user to read and accept the DoD Information Systems Standard Consent Banner and User Agreement prior to gaining access to the system

3.1.17 Solution must be branded in accordance with DLA web site styling guidelines to the extent possible

3.2 Integrate existing Remedy ITSM 8.1 deployment with infrastructure and application monitoring solutions in accordance with the Government’s requirements:

3.2.1 Implementation of BMC Intelligent Ticketing to facilitate the integration between BMC ProactiveNet Performance Manager (BPPM) 9.5 and BMC Remedy Service Desk. Events logged in BPPM will generate Incidents in Remedy Incident Management.

3.2.2 Implementation of xMatters integration with BMC Remedy Service Desk to facilitate alerting and escalation for Critical Priority Incidents.

3.2.3 Implementation of Tripwire Enterprise integration with BMC Remedy Service Desk and BMC Remedy Change Management to facilitate situational awareness of configuration drift

3.3 Develop and administer end user training for the BMC Remedy ITSM deployment

3.4 Provide three months of post-production support to remediate any reported errors, ensure product remains operational, performance is tuned to accommodate observed usage, and facilitate knowledge transfer for sustainment activities.

3.5 Provide documentation of the deployment as specified in the deliverables section below; reference section 4.0 for details.

4.0 DELIVERABLES

The contractor will provide the following deliverables to the Government:

4.1 A project schedule, due 5 days within contract award, outlining the work to be completed along with major milestones, decision points and any tasks requiring the Government’s assistance.

4.2 A weekly status report, due Mondays by 0800 EST/EDT, including accomplishments, risks and any change to the original project schedule.

4.3 A solution requirements document, due prior to start of production migration, detailing use cases mapped to functional requirements, relevant IT security policies/standards, auditing and reporting requirements, and systems architecture

4.4 A solution architecture components and design document, due prior to start of production migration, outlining the infrastructure requirements for the development and production environments, test approach, integration plan and maintenance procedures.

4.5 A solution implementation document, due upon completion of production migration, detailing the install and configuration of all ITSM product components, custom integrations and unit testing results.

4.6 A quality assurance and test document, due upon production migration, outlining the solution test plan, results of the executed test plans and any configuration changes implemented to resolve issues observed from the executed tests.

4.7 A standard operating procedures document, due upon completion of production migration, detailing solution integration instructions, startup and shutdown procedures, backup and restore procedures, risk mitigation activities, monitoring procedures and security controls.

5.0 SERVICES SUMMARY (SS)

6.0 ASSUMPTIONS AND CONSTRAINTS

6.1 All Virtual Machines, Directory Servers and Databases will be provisioned and operated by the Government.

6.2 If the Contractor’s resource is expected to have direct, privileged access (i.e., local administrator or root) to any servers, they will be provisioned Government Furnished Property subject to Department of Defense and/or Defense Logistics Agency configuration and change management policies and procedures.

6.3 The Contractor shall:

6.3.1 Possess an active IT-1 security clearance.

6.3.2 Have documented success of large-scale implementations of BMC Remedy ITSM 8.0 or later.

6.3.3 Have a documented partnership with BMC in good standing and sufficient to meet the requirements of the PWS.

6.3.4 Be a US-based company.

7.0 PROJECT LOCATION

The professional services will be performed at the DLA Transaction Services facility at WPAFB, OH.

8.0 BASE SUPPORT

Base support shall be provided by the Government to the Contractor in accordance with this provision.

8.1 Base support includes Government-controlled working space, material, equipment, services (including automatic data processing), or other support (excluding use of the Defense Switched Network (DSN)) which the Government determines can be made available at, or through, any Air Force installation where this contract shall be performed. All Government property in the possession of the Contractor, provided through the base support provision, shall be used and managed in accordance with the Government Property clauses.

8.2 Unless otherwise stipulated in the contract schedule, support shall be provided on a no-charge-for-use basis and the value shall be a part of the Government's contract consideration.

8.3 The Contractor agrees to immediately report (with a copy to the cognizant CAO) inadequacies, defective Government-Furnished Property (GFP), or non-availability of support stipulated by the contract schedule, together with a recommended plan for obtaining the required support. Facilities shall not be purchased under this provision. Additionally, the Contractor (or authorized representative) shall not purchase, or otherwise furnish any base support requirement provided by the provision (or authorize others to do so), without prior written approval of the Contracting Officer regarding the price, terms, and conditions of the proposed purchase, or approval of other arrangements.

8.4 The Government support to be furnished under this contract is normal, usual office space, supplies and equipment. Because of the nature and location(s) of the work performed, the value of such equipment is undeterminable. The Contractor shall not incur any cost resulting from nonsupport prior to Contracting Officer concurrence in accordance with this provision.

9.0 NORMAL HOURS OF OPERATION

All Contractor personnel shall perform the services required under this contract during normal duty hours of operations of the site where work is being performed. All work shall be performed Monday through Friday, 0730 to 1700, unless otherwise specified in the contract.

9.1 OBSERVANCE OF NATIONAL HOLIDAYS

The Government observes the following days as national holidays:

9.1.1 New Year's Day

9.1.2 Martin Luther King Day

9.1.3 President's Day

9.1.4 Memorial Day

9.1.5 Independence Day

9.1.6 Labor Day

9.1.7 Columbus Day

9.1.8 Veteran's Day

9.1.9 Thanksgiving Day

9.1.10 Christmas Day

Additionally, the Government will observe any other day designated by Federal statute, Executive Order, or Presidential proclamation.

10.0 TRAVEL

The Contractor shall obtain approval from the Contracting Officer prior to the accomplishment of any travel. Travel performed in association with this effort shall be done in accordance with the Joint Travel Regulations and should be cost-reimbursement.

11.0 CONTRACTOR MANPOWER REPORTING

The contractor shall report ALL contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for the Air Force via a secure data collection site. The contractor is required to completely fill in all required data fields at http://www.ecmra.mil (using the Air Force link).

Reporting inputs will be for the labor executed during the period of performance for each Government fiscal year (FY), which runs 1 October through 30 September. While inputs may be reported any time during the FY, all data shall be reported no later than 31 October of each calendar year. Contractors may direct questions to the Air Force CMRA help desk.