IAFNOS_PRS_v1.1.pdf

Performance Requirement Summary (PRS) 03/26/2015 Version 1.1

Integrated Air Force Network Operations and Services (IAFNOS)

Summary of Changes for Version 1.1 - The following PRS sections were amended in this version: 3.5.1, 3.5.2, 3.5.3, 3.5.4, 3.5.5, 3.5.6, 3.5.7, and 3.5.8

Statements Standards/AQLs

3.1.7 The contractor shall identify, recommend and implement process improvements and infrastructure changes that improve AFIN operations and standardization.

a) IAW a continuous process improvement framework, Information Technology Infrastructure Library (ITIL) continual service improvement, Six Sigma or other industry best practices

3.2.1 Infrastructure Operations:

The contractor shall configure, standardize, monitor, operate, maintain, install, administer, troubleshoot and manage 690 COG AOR infrastructure devices.

a) For the assigned Infrastructure Operations mission area workload in Appendix 3, Table 3.1, complete 80% of those change requests and incident tickets within 30 days of creation.

b) Ensure that no more than 15% of all the incident tickets and change requests in the Infrastructure Operations backlog are more than 60 days old unless coordinated and approved by the Government.

c) Complete change request and incident tickets IAW with TPI policies

d) Compliant with Appendix 6 Certifications, Section 3.2.1 Infrastructure Operations certification requirements for contractor personnel supporting this task per location

e) Add and update all Infrastructure Operations controlled devices in the CMDB within 24 hours of adding or changing configuration of the device.

3.2.2 Vulnerability Management

Operations: The contractor shall administer, operate, update, patch, configure, develop, integrate, install, troubleshoot and maintain vulnerability management systems, tools, tactics, techniques and procedures.

a) For the assigned Vulnerability Management Operations mission area workload in Appendix 3, Table 3.1, complete 80% of those change requests and incident tickets within 30 days of creation.

b) Ensure that no more than 15% of all the incident tickets and change requests in the Vulnerability Management Operations backlog are more than 60 days old unless coordinated and approved by the Government.

c) IAW TO 00-33A-1109 - AF-GIG Vulnerability Management

d) Complete change request and incident tickets IAW with TPI policies

e) Compliant with Appendix 6 Certifications, Section 3.2.2 Vulnerability Management Operations certification requirements for contractor personnel supporting this task per location

f) Add and update all Vulnerability Management Operations controlled devices in the CMDB within 24 hours of adding or changing configuration of the device.

3.2.2.1 Vulnerability Assessment:

The contractor shall perform vulnerability assessment using AF provided tools.

a) Report provided for bases scanned

b) Monthly trend and analysis report provided

c) Results of scan will be uploaded to tool within 24 hours of scan.

AQL: 99% of the time

d) Complies AFI 33-115, Network Operations; TO 00-33A-1001; and TO 00-33A-1109

3.2.2.2 Patch Management: The

contractor shall perform patch management for servers, workstations, and infrastructure devices.

a) AFIN equipment and infrastructure devices comply with all orders as reflected in VMS or its successor AQL: 97% average compliance

b) Compliant with Appendix 6 Certifications, Section 3.2.2.2 Patch Management certification requirements for contractor personnel supporting this task per location

c) Updating the AF compliance tracking tool within three days of patch completions

3.2.2.3 End Point Protection: The

contractor shall deploy, manage, troubleshoot and provide technical solutions for the Host Base Security System (HBSS) agent and end point products for all AF clients.

a) Compliant with Appendix 6 Certifications, Section 3.2.2.3 End Point Protection certification requirements for contractor personnel supporting this task per location

3.2.3 Boundary Operations: The

contractor shall administer, manage, operate, maintain, install and configure 690 COG AOR network boundary devices and technologies.

a) For the assigned Boundary Operations mission area workload in Appendix 3, Table 3.1, complete 80% of those change requests and incident tickets within 30 days of creation.

b) Ensure that no more than 15% of all the incident tickets and change requests in the Boundary Operations backlog are more than 60 days old unless coordinated and approved by the Government.

c) Complete change request and incident tickets IAW with TPI policies

d) Compliant with Appendix 6 Certifications, Section 3.2.3 Boundary Operations certification requirements for contractor personnel supporting this task per location

e) Add and update all Boundary Operations controlled devices in the CMDB within 24 hours

3.3.1 Directory and Authentication

Services: The contractor shall locally and remotely operate, configure, administer, troubleshoot, manage, and maintain AFIN directory and authentication services.

a) For the assigned Directory and Authentication Services mission area workload in Appendix 3, Table 3.1, complete 80% of those change requests and incident tickets within 30 days of creation.

b) Ensure that no more than 15% of all the incident tickets and change requests in the Directory and Authentication Services backlog are more than 60 days old unless coordinated and approved by the Government.

c) Complete change request and incident tickets IAW with TPI policies

d) Compliant with Appendix 6 Certifications, Section 3.3.1 Directory and Authentication Services certification requirements for contractor personnel supporting this task per location

e) Add and update all Directory and Authentication Services controlled devices in the CMDB within 24 hours of adding or changing configuration of the device.

3.3.2 Messaging and

Collaboration: The contractor shall manage, operate and maintain enterprise messaging and collaboration services.

a) For the assigned Messaging and Collaboration mission area workload in Appendix 3, Table 3.1, complete 80% of those change requests and incident tickets within 30 days of creation.

b) Ensure that no more than 15% of all the incident tickets and change requests in the Messaging and Collaboration backlog are more than 60 days old without Government coordination and approval.

c) Complete change request and incident tickets IAW with TPI policies

d) Compliant with Appendix 6 Certifications, Section 3.3.2 Messaging and Collaboration certification requirements for contractor personnel supporting this task per location

e) Add and update all Messaging and Collaboration controlled devices in the CMDB within 24 hours of adding or changing configuration of the device.

3.3.3 Monitoring Management:

The contractor shall administer, operate, manage, establish, configure, optimize, and monitor applications and tools for monitoring management.

a) For the assigned Monitoring Management mission area workload in Appendix 3, Table 3.1, complete 80% of those change requests and incident tickets within 30 days of creation.

b) Ensure that no more than 15% of all the incident tickets and change requests in the Monitoring Management backlog are more than 60 days old without Government coordination and approval.

c) Complete change request and incident tickets IAW with TPI policies

d) Compliant with Appendix 6 Certifications, Section 3.3.3 Monitoring Management certification requirements for contractor personnel supporting this task per location

e) Add and update all Monitoring Management controlled devices in the CMDB within 24 hours of adding or changing configuration of the device.

3.3.4 Storage and Virtualization:

The contractor shall administer, operate, manage and maintain storage area networks and virtualized systems.

a) For the assigned Storage and Virtualization mission area workload in Appendix 3, Table 3.1, complete 80% of those change requests and incident tickets within 30 days of creation.

b) Ensure that no more than 15% of all the incident tickets and change requests in the Storage and Virtualization backlog are more than 60 days old without Government coordination and approval.

c) Complete change request and incident tickets IAW with TPI policies

d) Compliant with Appendix 6 Certifications, Section 3.3.4 Storage and Virtualization certification requirements for contractor personnel supporting this task per location

e) Add and update all Storage and Virtualization controlled devices in the CMDB within 24 hours

3.4.1 The contractor shall provide

facility management services and touch maintenance services for all servers and equipment managed by 690 COG organizations at the APC locations.

a) For the assigned APC mission area workload in Appendix 3, Table 3.1, complete 80% of those change requests and incident tickets within 30 days of creation.

b) Ensure that no more than 15% of change requests and incident tickets in the APC backlog are more than 60 days old.

c) Daily activities documented on master station log

d) Compliant with Appendix 6 Certifications, Section 3.4 APC certification requirements for contractor personnel supporting this task per location

e) Answer on-call telephone within six rings

f) Report to on-call location within one hour of notification

g) Add and update all APC controlled devices in the CMDB within 24 hours of adding or changing configuration of the device.

3.5.1 Change Management: The

contractor shall perform change management services for 690 COG units and stakeholders.

a) IAW TO 00-33A-1100 - AFNET Operational Change Management Process

b) Compliant with Appendix 6 Certifications, Section 3.5.1 Change Management certification requirements for contractor personnel supporting this task per location

3.5.2 Release and Deployment

Management: The contractor shall conduct release and deployment management.

a) IAW Release and Deployment Management local job guides

b) Compliant with Appendix 6 Certifications, Section 3.5.2. Release and Deployment Management certification requirements for contractor personnel supporting this task per location

3.5.3 Configuration and Service

Asset Management: The contractor shall conduct and perform configuration and service asset management.

a) Compliant with Appendix 6 Certifications, Section 3.5.3. Configuration and Service Asset Management certification requirements for contractor personnel supporting this task per location

3.5.3.1 The contractor shall utilize a

Government provided Configuration Management Database (CMDB) for tracking hardware, software and configuration attributes for 690 COG controlled assets and devices.

a) Correct discrepancies between CMDB data and 690 COG controlled assets and devices within 72 hours of discovery

3.5.3.3 The contractor shall populate

and maintain a 690 COG configuration baseline.

a) Correct discrepancies between baseline data and 690 COG baselined assets and devices within 72 hours of discovery

3.5.4 Problem Management: The

contractor shall follow established Problem Management processes, apply systematic process and analysis tools to perform root cause analysis on AFIN identified problems, and ensure Problem Management processes and artifacts support the needs of the Enterprise Problem Management Process owner.

a) IAW ITIL problem management functions

b) Correct discrepancies in problem management data within 72 hours of discovery

c) Problem management data entries include information on successful and unsuccessful resolution efforts

d) Weekly report/brief on open problems presented to appropriate stakeholders

AQL: 95%

e) IAW TO 00-33A-1114 - Problem Management

f) Compliant with Appendix 6 Certifications, Section 3.5.4. Problem Management certification requirements for contractor personnel supporting this task per location

3.5.5 Enterprise-Level Mission

Area Support: The contractor shall provide Enterprise-Level Mission Area Support.

a) Compliant with Appendix 6 Certifications, Section 3.5.5. Enterprise-Level Mission Area Support certification requirements for contractor personnel supporting this task per location

3.5.6 Change and Incident

Resolution: The contractor shall coordinate and facilitate effective accomplishment of change and incident management among AFIN operators.

a) Compliant with Appendix 6 Certifications, Section 3.5.6. Change and Incident Resolution certification requirements for contractor personnel supporting this task per location

3.5.7 Automated Change and

Incident Management Tools:

The contractor shall administer and manage automated change and incident management tools.

a) Compliant with Appendix 6 Certifications, Section 3.5.7. Automated Change and Incident Management Tools certification requirements for contractor personnel supporting this task per location

3.5.8 Performance Measurement:

The contractor shall deliver AFIN metrics and trend analysis.

a) Federated database is available AQL: 99% of the time, not including ASI and downtime associated to unavailable hardware and software

b) Compliant with Appendix 6 Certifications, Section 3.5.8. Performance Measurement certification requirements for contractor personnel supporting this task per location

3.5.10 Job Guidance: The

contractor shall develop, review and revise job guidance.

a) Job guidance revisions accomplished per approved Job Guidance Remediation Schedule

3.6.2 AFIN Reporting Cell: The

contractor shall coordinate, track, analyze, document, and report AFIN TCNO & MTO compliance; POA&Ms;

requested AFIN ASIs and vulnerabilities; mission reports; situational reports;

AFIN incidents and high interest items.

a) IAW AFI 10-1701 - Command and Control (C2) of Cyberspace, Chapter 3

b) Reports AF IAVA/B compliance to USCYBERCOM IAW prescribed deadlines

c) IAW TO 00-33A-1109 - AF-GIG Vulnerability Management