Attachment 1 - PWS USSOCOM ITSMC

H92222-10-R-0014

Attachment 1: Performance Work Statement, USSOCOM Information Technology Service Management (ITSM) June 21, 2010

Introduction The United States Special Operations Command (USSOCOM) has a requirement to establish an Information Technology Management Office (ITMO) to provide enterprise-wide information technology (IT) delivery management services to USSOCOM and all its respective Components and Theater Special Operations Commands (TSOCs), to a more modern, flexible, scalable, performance-based service management and delivery framework known as Special Operations Forces Information Technology Enterprise Contracts (SITEC).

For the purposes of this acquisition, the SITEC service delivery environment is comprised of a series of interconnected IT systems whose purpose is the integration of information, applications and processes throughout USSOCOM’s global operations as well as across Department of Defense (DoD) organizational boundaries.

The SITEC acquisitions will contribute to enhancing USSOCOM’s ability to support the USSOCOM mission, as well as meet the net-centric DoD acquisition parameters. Led by the ITMO, the SITEC acquisitions will contribute to an enterprise-wide information-age transformation by building the foundation for increased operations efficiency, capabilities, and delivery flexibility through standardized and consistently-applied policies, procedures, oversight, resource allocation, and the provision of value-added support.

The ITMO will manage the acquisition of three major services: (a) operations, maintenance, and continuous enhancement of the USSOCOM IT systems, as well as the evolution or replacement of these systems, to achieve the target state SOF Information Environment (SIE) through an ongoing series of integrated and interdependent engineering activities; (b) multi-tier, end-user support of 74,000+ SITEC users in every country where USSOCOM has a presence on a 24-hour, 365-day a year basis using various communications channels, including telephone, email, web chat, voice/video teleconferencing; and (c) operations and maintenance of the production network and production workstations used directly in the management and operation of USSOCOM global IT environment.

Information Technology (IT) is a significant enabler of the USSOCOM mission. USSOCOM requires continuing support for the operations and maintenance of the Command’s IT environment. Through the SITEC acquisitions, USSOCOM seeks IT services from best-of-breed providers covering the full spectrum of IT requirements on a global scale. To contribute to USSOCOM mission achievement, IT services must be well-integrated, flexible, and adaptable across all IT service areas, with the ability to rapidly scale in response to USSOCOM’s dynamic mission requirements.

The ITMO is responsible for USSOCOM’s management of SITEC services through multiple IT service providers and create a well-integrated service delivery team environment for the Command’s mission supporting all global IT infrastructure and operations. In order for USSOCOM to achieve its objectives, through the IT Service Management Contractor (referred to hereafter as the ITSMC or Contractor) acquisition, USSOCOM requires the services of a highly qualified IT service provider with the skills and experience to provide expert services in developing, documenting, structuring, implementing, coordinating, and monitoring the delivery of USSOCOM’s IT Service Management (ITSM) processes, procedures, performance, and continuous improvement of all of USSOCOM’s IT service areas.

The ITSM Contractor will support and enhance the ITMO service management capabilities and to help the ITMO coordinate, integrate, and synchronize the capabilities and services of best-of-breed IT service providers. The ITSM Contractor will provide a common management focus to support USSOCOM and the ITMO and help USSOCOM to achieve greater efficiency and a highly reliable and cohesive IT environment. In addition, the ITSM Contractor will implement, staff, operate, and manage an integrated Service Desk that provides the ITMO with direct control, support, and insight into the complete USSOCOM enterprise-wide IT environment.

The ITSM Contractor shall support the ITMO in coordinating, integrating, and synchronizing the services from best-of-breed IT Services Area providers, specifically:

1. Data Center Services, including enterprise-wide centrally- and remotely-located servers and data storage equipment and software (single award indefinite delivery/indefinite quantity (ID/IQ))

2. Enterprise Network Services, including all enterprise-wide WAN and LAN data, voice, and video networking equipment and software (single award ID/IQ)

3. Distributed Computing Services, including all enterprise-wide end-user computing hardware and associated software and peripheral devices (single award ID/IQ)

4. Application Management Services, including development, maintenance, and support of enterprise and command level applications (multiple award ID/IQ)

5. Specialty Services, including any combination of the above four IT service areas in support of Command-specific requirements (multiple award ID/IQ)

6. C4I Production Services, including development and production of IT hardware and software solutions required to support unique mission needs, such as C4I TACLAN systems (multiple ID/IQ contracts) Through the ITSMC acquisition, USSOCOM expects the Contractor to support ITMO in establishing and maintaining enterprise-level standardized IT processes and methodologies that align with the industry standard IT Service Management framework defined in Information Technology Infrastructure Library (ITIL), version 3. USSOCOM also expects the ITSM Contractor to support the ITMO with the initial transition process to migrate the various IT services from the existing USSOCOM Enterprise Information Technology Contract (EITC), which expires 31 March 2011, to the USSOCOM SITEC-selected IT service providers. As IT services are transitioned to the new service providers, USSOCOM expects the ITSM Contractor to provide support to the ITMO in the integration, coordination, and ongoing management of the service delivery activities of the collective set of IT service providers to develop and establish a coherent, collaborative, tightly-integrated IT service delivery team.

Background and Historical Summary USSOCOM was formed in 1987 and is a unified combatant command of the Department of Defense. USSOCOM’s mission is to provide fully capable Special Operations Forces (SOF) to defend the United States and its interests, and to plan and synchronize operations against terrorist networks. USSOCOM is responsible for training and equipping all DoD SOF to perform missions anywhere in the world at any time. Specific responsibilities of USSOCOM include developing, acquiring, integrating, fielding, and supporting special operations peculiar equipment, material, supplies and systems and ensuring the interoperability of equipment and forces.

USSOCOM is comprised of: a headquarters at MacDill Air Force Base (AFB), FL; one sub-unified command—the Joint Special Operations Command (JSOC)—at Fort Bragg, NC; and four component commands:, the United States Army Special Operations Command (USASOC) at Fort Bragg, NC,; the Naval Special Warfare Command (NAVSPECWARCOM) at Coronado, CA, the Air Force Special Operations Command (AFSOC) at Hurlburt Field, FL, and U.S. Marine Corps Forces Special Operations Command (MARSOC) at Camp Lejeune, NC.NC. In addition, each of the Combatant Commanders has an attached TSOC that provides theater-related special operations strategy and planning efforts.

The SIE is USSOCOM’s worldwide IT infrastructure. The SIE encompasses all SOF IT assets throughout the Command, down to the deployed sensor and shooter. The SIE houses USSOCOM’s data centers and related enterprise services, as well as SOF’s global terrestrial and satellite connectivity. The current SIE vision and concept of operations has been documented by USSOCOM Chief Information Office (CIO) organization and is considered an underpinning set of Information Technology (IT) capabilities required for the SOF community.

Unless otherwise specifically identified, throughout the remainder of this document, all references to USSOCOM, USSOCOM enterprise, and enterprise-wide shall be considered to be all inclusive of all IT infrastructure hardware, software, and networks, and applications utilized within USSOCOM, USASOC, NAVSPECWARCOM, AFSOC, MARSOC, JSOC, and TSOCs, as well as all related sites and facilities.

Applicable Conditions The significant conditions that affect the SITEC acquisition are Locations for Work Performance, Contractor Security, Safeguarding Classified Information Materials, Security Management Support, Compliance with DoD / USSOCOM IT Standards, Security and Classification, Equipment, Compliance with USSOCOM Management Tools, and Deployment of Contractors. These conditions are further described below.

Locations for Work Performance All support provided in this PWS shall be performed onsite within USSOCOM facilities, or other Government provided or designated facilities, unless otherwise agreed upon and approved in advance by the Government.

Contractor Security Security will be in accordance with the attached DD254. The majority of ITSM Contractor personnel supporting this contract shall require a Top Secret-Sensitive Compartmented Information (TS-SCI) clearance to perform onsite project work. At the start of the contract, the Government will determine the required security clearance levels that Contractor personnel must hold for performing their specified tasks supporting this contract. Hiring of Contractor personnel with the requisite security clearances shall be coordinated with and approved by the COR. At the discretion of the Government, selected individuals supporting this contract will require access to Special Access Program (SAP) information. Access to SAP information requires the requisite security clearance based on a security investigation with a date less than 5 years old and requires employees to undergo additional personnel security screening meeting the DoD SAP-accessing directives and policies. The Contractor will require access to SCI, SAP, and Focal Point material in performance of this effort. The Contractor will require access to Non-Secure Internet Protocol Router Network (NIPRNet), Secret Internet Protocol Router Network (SIPRNet), and the Joint Worldwide Intelligence Communications System (JWICS) computer systems at Government and NIPRNET access at Contractor facilities; NIPRNET access from Contractor facilities shall be subject to approval by USSOCOM and shall be in place within two weeks of following approval. Contractor will be authorized to courier classified information up to the TS/SCI level in performance of official duties upon approval of and designation by the COR.

Safeguarding Classified Information and Materials The ITSM Contractor will ensure requirements are fulfilled for: safeguarding classified information and classified materials, obtaining and verifying personnel security clearances, verifying security clearances and indoctrination of visitors, controlling access to restricted areas, protecting government property, and the security of automated and non-automated management information systems and data. The ITSM Contractor's management system shall prevent unauthorized disclosure of classified and sensitive unclassified information. The Government shall be immediately notified if any security incident or any indication of a potential unauthorized disclosure or compromise of classified or sensitive unclassified information.

Security Management Support The ITSM Contractor will provide security management support. Typical efforts include, but are not limited to, performing classified document control functions, classified materials inventories, program access requests, preparing and monitoring personnel indoctrination and debriefing agreements, and maintaining and using security-related databases.

Compliance with DoD / USSOCOM IT Standards The ITSM Contractor shall perform all service delivery responsibilities in compliance with all DoD and USSOCOM IT standards, direction, and guidance, as well as other applicable service delivery documents. The ITSM Contractor shall develop and implement processes to perform compliance monitoring and periodic assessments of all IT service providers performing work under the SITEC service delivery approach to validate that their respective services and solutions are both conforming and compliant with all applicable DoD and USSOCOM direction and guidance, as well as all other applicable documents.

Security and Classification The USSOCOM IT infrastructure uses multiple network and computing platforms for processing, routing, and delivery of data, voice, and video communications. The network platforms in use include the NIPRNet, SIPRNet, and JWICS. USSOCOM may also use communications platforms not currently identified or defined.

Equipment The Government will furnish office space and equipment (computers, desks, facsimile machines, copy machines, telephones) for ITSM Contractor personnel performing work in Government facilities under this contract.

Leverage of Existing USSOCOM IT Operations Management Tools Due to security requirements, the Contractor must use USSOCOM's suite of service operations management and information assurance management equipment and software tools for performing all day-to-day operations of the SIE. If the ITSM Contractor determines that any existing suite of tools is insufficient to meet service delivery requirements, the ITSM Contractor shall use the Value Engineering Change Process (VECP) to advise USSOCOM of this deficit and the reason for this determination, and provide USSOCOM with the tool(s) recommendations (name of product and manufacturer / owner, required usage, justification for need, cost and efforts to acquire, deploy and support, etc.). USSOCOM may, as its sole discretion, elect or not elect to acquire and deploy any such new operations management tools based on contractor recommendations. The Contractor shall not install and/or utilize any software or hardware that is not authorized for use by USSOCOM.

Deployment of Contractors Contractor staff may be required to travel to OCONUS locations, including war zones. Such deployment shall be subject to FAR 52.228-3, Workers’ Compensation Insurance (Defense Base Act). Any such deployment will be authorized by the designated Contracting Officer, unless otherwise delegated.

Information Technology Management Office (ITMO) USSOCOM is establishing a Government lead and staffed Information Technology Management Office (ITMO) responsible for all aspects of governing the enterprise-wide strategic, as well as tactical day-to-day, delivery of IT service operations across all IT Service Areas. The primary responsibilities of the ITMO are to define and establish standard enterprise-wide IT service delivery policies, procedures, and associated governance practices for managing, monitoring, coordinating, integrating, prioritizing, performance reporting, and supporting the delivery of all IT services, as well as overseeing and directing the activities of the service delivery of all IT service providers. The ITMO is a division within USSOCOM J6 organization. The ITMO will augment the existing USSOCOM capabilities to establish enterprise-wide service management and delivery standards, support the J6 divisions in translating USSOCOM’s strategic IT mission objectives into executable operational actions, and managing the day-to-day service integration and performance of all IT service providers to achieve the Command’s mission objectives.

ITMO Objectives The ITMO is charged with fulfilling the following key objectives:

Efficient and Cost Effective Operations Enable efficient and cost-effective operations and maintenance of the SIE to:

a) Ensure continual improvement in customer satisfaction and technical performance;

b) Minimize the cost of operating and maintaining the current technical environment while meeting or exceeding performance targets;

c) Achieve high availability, reliability, and response time of the Primary System, Disaster Recovery (DR), and USSOCOM environments; and

d) Assist in establishing a standardized and integrated enterprise-wide information assurance (IA) security environment that optimizes mission IT systems protection, IT operations availability, and ongoing threat prevention and elimination capabilities.

Enterprise-wide IT Service Management Standards Define and establish enterprise-wide standard Service Delivery and Service Management processes and procedures:

a) Establish a framework that enables disciplined management and execution of changes to the system and the configuration management of those changes

b) Enable systematic and proactive planning to ensure high availability, reliability, and responsiveness of the system while adapting to and implementing frequent changes

c) Establish a quality control environment that encourages and reinforces appropriate testing of new capabilities to prevent adverse impact to operations or the user’s experience during system modifications and upgrades

d) Enable the evolution from a single Contractor-maintained SIE to a “best-in-class,” secure, interoperable, scalable, and well-integrated ITMO managed SIE without unplanned loss of capability and without negative impact on performance, and with full support of and compliance with DoD components and DoD's Joint Interagency, USSOCOM, and Multinational Mission partners

e) Maximize component re-use and leverage open standards to achieve maximum interoperability Provide End-User Centric Delivery Provide a service management environment that enables superior end-user service delivery:

a) Establish and implement a well-organized, structured project transition management team and plan capable of delivering a smooth transition from the incumbent Contractor to ITMO managed service providers with no performance degradation

b) Define and implement a flexible and responsive service management framework and delivery methodology capable of quickly and effectively responding to new IT service needs and mission requirements (e.g., expanded processing capacity, rapid deployment of new technology, etc.)

c) Achieve customer-focused service delivery performance targets that align all IT service contractors’ services to USSOCOM’s mission support requirements and needs ITMO Management Responsibilities The ITMO management responsibilities encompass the following Information Technology Service Management (ITSM) activities, which are based upon the Information Technology Infrastructure Library (ITIL) version 3 framework:

1. ITSMC Support Services for ITMO Establishment / Transition Management Service Area Transition Planning Services Service Area Transition Execution Services Service Area Stabilization and Post-Transition Review Services

2. IT Service Area Transition Management and Ongoing Support Services

2.1 IT Service Area Transition Management

Service Area Transition Planning Services Service Area Transition Execution Services Service Area Stabilization and Post-Transition Review Services Service Transition Out Services (End-of-Contract)

2.2 Service Strategy Management Support

IT Governance Services Strategic and Tactical Planning Services Demand Management Services Service Delivery Relationship Management Services Financial Management and Invoicing Services Service Portfolio Management Services Account Management Services IT Resource, Training, and Knowledge Transfer Management Services IT Risk Management Services Compliance Management Services

2.3 Service Design Management Support

Availability Management Services Service Continuity Services Capacity Management Services Planning and Analysis Services Service Level Monitoring and Reporting Services Project Management Services Requirements Definition Services Design Specifications Services Engineering and Development Services

2.4 Service Transition Management Support

Acquisition and Supplier Management Services Asset Management Services Software License Management Services Configuration Management Services Change Management Services Implementation and Migration Management Services Release Management Services Validation, Integration, and Testing Services Service Delivery Document Management Services IT Training and IT Knowledge Transfer Services

2.5 Service Operation Management Support

Incident Management Services Problem Management Services Technology Performance Management Services Information Assurance Management Services Backup and Recovery Services Environment and Facilities Support Services Maintenance Services Operations and Administration Services Documentation Services

2.6 Continual Service Improvement Management Support

Quality Assurance/Quality Control Services Independent Performance Assurance and Benchmarking Services

2.7 Information Assurance Coordination Services

3. Service Desk Management Services Service Desk Single Point of Contact Services (SPOC) Service Desk Operations and Administrative Services Service Request and Incident Management Services Remote Device and Software Administration Services End-User Administration Services Installs, Moves, Adds, Changes (IMAC) Coordination Services Self-Help Support Services Planning and Analysis Services Service Desk Reporting Services

4. J6/CIO and Component Support Services

4.1 J6/CIO Information Assurance Support Services

IA Enterprise Support Services IA Architecture and Design Support Services Certification and Accreditation (C&A) Support Services

4.2 Enterprise Architecture Support Services

Enterprise Architecture General Support Services Enterprise Architecture Product Development Support Services Enterprise Architecture System Support Services

5. ITSMC Transition Out Services USSOCOM considers these processes and functions to be essential services that are applicable to all IT Service Areas. These processes and functions must be uniformly implemented, applied, maintained, and managed enterprise-wide across all USSOCOM geographies / sites to ensure that all of USSOCOM’s SIE information technology environments are supported within common and consistent IT lifecycle services and processes frameworks (e.g., Information Technology Infrastructure Library (ITIL); Capability Maturity Model Integration (CMMI), etc.).

ITMO IT Service Area Responsibilities The ITMO is responsible for managing the enterprise-wide service delivery and performance of all IT Service Area providers. The ITMO is additionally responsible for aspects of establishing and managing enterprise-wide standard integration, coordination, and performance management integrating the strategic and tactical day-to-day IT service delivery across all IT Service Areas, which includes the following:

1. Enterprise Networks management, operations, maintenance, and support of the various networks data, voice, and video networks (e.g., NIPRNet; SIPRNet, JWICS)

1. Data Center management, operations, maintenance, and support of the various centrally and remotely located server and storage equipment and software Distributed Computing management, operations, maintenance, and support for SIE enterprise-wide end-user computing devices and peripherals;

Applications Management services for application development and maintenance Specialty Services Support services related to command-specific IT resource support requirements C4I Production Support services for designing, building, and deploying customized integrated computing, communications, and intelligence computing systems USSOCOM will obtain support for each of these IT Service Areas through individual contracts issued by the Command. The ITMO will establish Service Level Agreements (SLAs) for each of these contracts identifying the scope of work and the service requirements necessary for each IT Service Area. The ITSM Contractor will assist the ITMO in the contractual, process, and performance oversight of all IT Service Area Providers.

The Government may award additional contracts for any of the following enterprise-wide services in support of the USSOCOM SIE:

· SIE asset inventory audits

· USSOCOM customer community communications, marketing, and outreach services

· Independent verification and validation (IV&V) and quality assurance activities

· Additional ITMO management or project support as required IT Service Management Contractor Scope of Support The ITSM Contractor shall provide IT Service Management support services to USSOCOM to assist the ITMO in performing its enterprise-wide IT responsibilities covering USSOCOM Headquarters, all Component Commands, TSOCs, and subordinate commands, to include all services as specified in this PWS.

The ITSM Contractor shall support the Government and the ITMO in performing the strategic and tactical ITSM tasks and activities essential for USSOCOM to optimize enterprise-wide IT operational performance. The ITSM Contractor will assist the ITMO in performing the day-to-day operations to facilitate USSOCOM’s ongoing ability to effectively and efficiently optimize delivery and performance of IT services and establish a reliable, resilient, flexible, and scalable IT environment to support USSOCOM in achieving and sustaining SIE mission goals and objectives.

Geographic Coverage The ITSM Contractor shall support the current USSOCOM enterprise-wide environment within the Continental United States (CONUS) and Outside the Continental United States (OCONUS), as well as any additional CONUS and OCONUS sites that USSOCOM elects to implement, including any combination of any USSOCOM Component and TSOC facilities as best meets USSOCOM’s objectives.

Unless otherwise stated in this PWS, the ITSM Contractor shall provide the support during USSOCOM standard operating hours of 0700 to 1700, Monday through Friday, local time and shall provide on-call/emergency support, as required by USSOCOM, during weekend, and non-standard operating hours.

The ITSM Contractor shall support the entire USSOCOM IT user community, including all government, civilian, contractor, and consultant personnel employed by, attached to, or working for USSOCOM at any given point in time, as well as any other USSOCOM-authorized personnel.

Details regarding the tasks and the associated roles and responsibilities that the ITSM Contractor shall provide regarding the support requirements are specified in the “Roles and Responsibilities” tables within this PWS.

ITSM Contractor Responsibilities The ITSM Contractor shall provide assistance and support to the ITMO in establishing and maintaining an IT Service Management environment that aligns with the ITIL v3 framework. The ITSM Contractor shall provide a management team structure that aligns with the Command’s and the ITMO’s internal IT management requirements. The ITSM Contractor’s team shall include key senior representatives who will be responsible for performance of the ITSM Contractor tasks and activities as specified in this PWS in assisting the ITMO in:

Supporting the on-going mission interests of USSOCOM Supporting USSOCOM strategic and tactical service planning and service design processes for the Command’s IT Services, including ensuring consistent IT linkage and alignment to overall mission objectives and technology standards and architectures Supporting USSOCOM day-to-day IT operations management of service transition, service operations, and continual service improvement across the USSOCOM enterprise Supporting USSOCOM in the operations integration and management of the IT service delivery of all individual USSOCOM IT service providers Monitoring and measuring the IT service performance metrics, including contracted Service Level Agreements (SLAs), Operating Level Agreements (OLAs), and Associate Contractor Agreements (ACAs) Service Delivery Coordination The ITSM Contractor shall identify at least one team member to serve as a service delivery coordinator for each of the IT Service Areas (i.e., Enterprise Networks, Data Center, Distributed Computing, Application Management, and C4I Production) for which the ITMO is responsible for managing. The ITSM Contractor’s service delivery coordinators shall assist the ITMO in monitoring, coordinating, and collecting data on the day-to-day operational service delivery requirements, performance, relationships, and compliance with USSOCOM policies and procedures, and service delivery activities of all IT Service Area service providers in support of the USSOCOM enterprise. The service delivery coordinator role is to provide mission support for ensuring that the ITMO has appropriate enterprise-wide service delivery information to optimize service delivery performance, minimize service disruptions, and facilitate rapid resolution of disputes and service delivery issues that may arise between the various IT service area providers.

Subject Matter Expertise Functions When requested by the Government, the ITSM Contractor shall designate individual(s) to address various IT and service delivery subject matters related to performance and process management, architecture and technology management, finance/contract management, enterprise standards management, sourcing relationship management, quality assurance management, business unit management, and transition management. The Contractor experts will meet with the ITMO to develop and make recommendations on potential courses of action and develop plans to address Government-approved course(s) of action.

Provision of Hardware and Software The ITSM Contractor shall utilize the hardware and software provided by USSOCOM to manage delivery of all services, including Service Desk application hardware and software. USSOCOM shall provide, and retain ownership of, all SIE IT hardware and software assets that are used enterprise-wide for supporting the USSOCOM IT mission.

The ITSM Contractor shall recommend, through the VECP, hardware and software acquisitions to improve the SIE. USSOCOM will evaluate Contractor recommendations and determine if such new, additional tools or systems will provide reasonable economic and mission benefit to acquire and implement.

ITSM Contractor Support Services for ITMO Establishment / Transition Management Task Overview This task includes management support, transition planning, transition execution, and post-transition stabilization services. The Contractor shall provide and perform all services in accordance with the conditions and support parameters stated in Section 3, Section 4, and Section 5 of this PWS.

The ITSM Contractor shall provide Management and Transition Support Services to USSOCOM to assist in establishing an ITMO. These ITMO establishment/transition support services shall include definition, documentation, and enterprise-wide implementation of IT Service Management policies, procedures, methodologies, performance measurement practices, and operational requirements. The ITMO will utilize these artifacts in managing enterprise-wide IT services specified in this PWS.

The ITSM Contractor shall provide and perform all specified Management and Transition Support Services to support USSOCOM in establishing and executing a structured approach toward the coordinated planning, management, and execution of multiple related projects initiated to meet USSOCOM SIE objectives. The ITSM Contractor shall support the ITMO and provide transition management services to provide a seamless transition of IT services from the incumbent SIE Provider to the new service providers. The ITSM Contractor shall transition SIE functions, services, and system administration without causing any disruption to operations or customer service.

The ITSM Contractor shall provide transition management support primarily at USSOCOM HQ environment located in Tampa, FL, and at any other of USSOCOM CONUS-based Component operations locations as deemed required by USSOCOM.

ITMO Transition Management Services The ITSM Contractor shall provide Transition Management support to the USSOCOM ITMO in establishing and executing a structured approach toward the coordinated planning, management, and execution of multiple related projects initiated to meet SITEC objectives as defined herein.

Overall ITMO Transition Management

1. Define and maintain SITEC program sourcing goals and objectives

X

1. Define and maintain the ITMO

X

1. Align ITMO support needs and service delivery with USSOCOM IT mission objectives

X

1. Approve integrated change control process for all internal and external providers

X

1. Approve performance data dashboard and communicate to designated Command personnel

X

1. Define, document, maintain, and communicate clear/unambiguous Segregation of Duties for the scope of SITEC

X

ITMO Management Plans

1. Approve ITMO management plan

X

1. Approve changes of any ITMO requirements, roles and responsibilities

X

1. Approve work order management plan detailing the overall process for sourcing, executing, and managing task orders

X

ITMO Management Reporting

1. Develop, utilize, and deliver an Earned Value Management (EVM) report to monitor cost, schedule, and technical progress of the contract, evaluate performance, verify accuracy of invoices, report fees accrued during the reporting period and estimate fees to be accrued during subsequent reporting periods(CDRL A018) Explain the reasons for all variances Performance variance analysis against established schedule and cost milestones Corrective actions for variances, the risk associated with the actions and delta with original baseline X

1. Review and approve Earned Value Management (EMV) report, as well as all other submitted management reports

X

1. Conduct and deliver Integrated Baseline Reviews (IBRs) to verify the technical content of the performance measurement baseline (PMB) and the accuracy of the related resource (budgets) and schedules. The IBR establishes a mutual understanding of the project performance measurement baseline. Technical scope of work is fully included and is consistent with authorizing documents(CDRL A008) Key project schedule milestones are identified and supporting schedules reflect a logical flow to accomplish the work Resources (budgets, facilities, personnel, skills, etc.) are available and are adequate for the assigned tasks Tasks are planned and can be measured objectively relative to the technical progress Management processes support successful execution of the project X

1. Review and approve Integrated Baseline Review (IBR)

X

ITMO Transition Planning Services The ITSM Contractor shall develop and provide a Transition Plan to assist USSOCOM in establishing, staffing, training, implementing, stabilizing, and managing deployment of the USSOCOM ITMO in accordance with the roles and responsibilities specified in the table below. (CDRL A006) The detailed transition plan shall include:

1. Definition of governance, management, operations, and performance measurement structures, functions, methodologies, policies, procedures, test/validation requirements, reporting requirements, quality assurance processes, information assurance, and related management tools required to support USSOCOM’s enterprise ITMO

1. A clearly defined strategy and methodology for on-boarding of each of the individual IT Service Area providers

1. A detailed, comprehensive project plan, which identifies all tasks to be performed, along with associated risks and risk management plan, significant milestones, target completion dates, critical paths, dependencies, personnel responsibilities, and dates of deliverables (CDRL A018)

1. Documentation that identifies all necessary activities, risks, and mitigations required to support successful execution of an integrated transition from the current state baseline to USSOCOM ITMO desired future state

1. Analysis and documentation on all ITMO operations and performance management tools to be implemented and deployed throughout the USSOCOM enterprise for supporting and providing the functions and features required to meet the monitoring, tracking, reporting, and management requirements of the ITMO and the ITSM Contractor

1. Staffing matrix with all roles and responsibilities

1. Transition quality assurance (QA) / quality control (QC) methodology and verification / testing processes

1. Identification and detailed listing of all Contractor personnel to be assigned to the transition approach who are appropriately skilled and trained, and hold (or need to obtain) required security clearances

5. Review risk mitigation plan(s) and determine with, Contractor’s assistance, which mitigation strategies and courses of action to approve, if any

X

7. Develop, update, maintain, and revise, a detailed transition plan(s) that includes approach, activities, milestones, schedule and risk identification and mitigation strategies, to include, but not limited to: (CDRL A008) Preliminary Transition Plan based on SIE baseline understanding and collaboration with Incumbent contractor and the ITMO Activities and milestones for pre-transition, readiness assessment, cutover, and post-transition Work collaboratively with the ITMO and Incumbent to identify schedule dependencies and milestones for transition and develop an integrated transition schedule X

8. Approve transition project plans, schedules, and related documentation, including all plan revisions

X

ITMO Transition Execution Services The ITSM Contractor shall provide Transition Execution Services as defined in the approved Transition Plan (CDRL A006) and this PWS to successfully support the government in execution, management, and establishment of all aspects of the ITMO in accordance with the roles and responsibilities specified in the table below.

In performing the Transition Execution Services listed in the table below, the ITSM Contractor shall:

1. Provide trained and certified personnel to execute the approved ITMO organization and plan Identify the requisite ITMO performance management measurement frameworks, methodologies, criteria, and all related management policies, processes, procedures, and reporting mechanisms Prepare and deliver weekly implementation status reports and schedule and conduct regularly scheduled review meetings (CDRL A018) Implement, configure, tune, and test of all newly-deployed ITMO management tools Identify and report any issue or risk that will adversely impact or delay the Transition Plan schedule to the Contracting Officer’s Representative (COR) Configure, tune, and test required changes to currently existing management tools Assist the ITMO in documenting USSOCOM, policies, procedures, governance, operations, reports, and other materials needed to define, staff, implement, and manage the ITMO to obtain review and approval of those documents in accordance with USSOCOM policy Provide Information Assurance and QA / QC compliance and testing reports (CDRL A019)

Transition Kickoff and Management

6. Participate in readiness planning

X

7. Provide standardized transition processes or templates, which at minimum includes: (CDRL A008) Risk log Issue log Integrated Milestone Schedule Status report/performance report Quality control processes/templates Change control processes/templates Communication processes IT Knowledge management/document repository tools X

9. Participate in cutover planning

X

Implementation Readiness Assessment

11. Approve Readiness Assessment Plan

X

16. Approve and deploy pre-implementation communications to USSOCOM personnel

X

18. Review USSOCOM personnel report and authorize acceptable resolution actions

X

Implementation