Attachment 2 - IT Service Management Performance Measurement

H92222-10-R-0014

Attachment 2: IT Service Management Performance Measurement

26 May 2010

Introduction

The Government will evaluate contractor performance in accordance with the Service Level Agreements (SLA) contained in Appendix A to this attachment. The Government’s evaluation will be used to calculate the Contractor’s eligibility for term and cash incentives defined in section H clause H.7 entitled “Contract Incentives.”

Performance Incentive Calculation

The Government will measure and assess Contractor performance each month to determine the service level achievements performance against the Minimal Acceptable SLA performance criteria, assign a score to each SLA, and develop a monthly performance score by applying weights to each SLA score. The Government will use the cumulative total of all months for the evaluation period to determine the Contractor’s eligibility for term and cash incentives in accordance with Section H clause entitled “Contract Incentives”.

If the Contractor exceeds the Target Criteria level of performance stated in block 4B of the SLA the Government will assign a score “1” for the SLA. If the Contractor meets the Minimum Acceptable level in Block 4C of performance the Government will assign a score of “0” for the SLA. If the Contractor fails to meet the Minimum Acceptable level of performance the Government will assign a score of “-1” for the SLA.

After the Government has completed the monthly assessment of the SLAs the Government will determine SLA Area scores and monthly performance score using the weights in Appendix B.

The SLA Area Score will be the sum of each SLA score within the SLA Area multiplied by the weights assign to the respective SLAs. The monthly performance score will be the sum of each SLA Area score multiplied by the weights assign to the respective SLA Areas.

For each evaluation period, the Government will assess the Contractor’s SLA performance achievement using the monthly performance scores determined. Each Evaluation Period Score will be the sum of the monthly performance scores for all months within the evaluation period.

Additional details pertaining to the Performance Incentive calculation methodology can be found in Appendix A of this document.

Appendix A: ITSM Contractor Performance Requirements

The following table summarizes the Service Level Agreements (SLAs) associated with the ITSM Contractor support services.

Table 1: ITSM Contractor Service Level Agreement (S LA) Contents

Service Area Task Area

Service Level Agreement

Number

Shared Targets

Service Level Agreement Name

IT

S

M C ontractor

Management A1-1 Area Specific

Personnel Timeliness

A1-2 Project Reporting and Performance

A1-3 Deliverable Quality

A1-4 Shared Service Improvement Plan

(SIP)

A1-5 Area Specific

Incident Monitoring

IT Service Integration and Delivery Performance Management

A2-1 Area Specific

End User Request Management

A2-2 Shared Configuration and Asset and Reported Accuracy

A2-3 Shared Change and Release Without Incidents

A2-4 Area Specific

Supporting Agreements

A2-5 Common Performance Management Satisfaction Rate

A2-6 Shared Overall ITSM Delivery – Percentage of Accountability for Ticket Ownership

Service Desk Services

A3-1 Area Specific

Speed-to-Answer Rate

A3-2 Abandonment Rate

A3-3 First-Call Resolution

A3-4 Re-Route Rate

A3-5 Non-Escalated Ticket Closure Rate

ITSM / J6

CIO/Component

CIO

A4-1 Deliverable Quality

A4-2 Deliverable Timeliness

A-1.0 ITSM / Management

A-1.1 ITSM / Management – Personnel Timeliness

1. SLA SUMMARY

1A. TASK AREA Task 1: ITSM / Management 1B. PERFORMANCE

CATEGORY

Quality / Availability

1C. SLA # 1-1 1D. SLA NAME Personnel Timeliness

2. SLA OVERVIEW

2A. SLA DESCRIPTION The ITSM Contractor staffs all key personnel, as identified in the Contractor contract organization documents, as may be amended from time to time by USSOCOM, with personnel having appropriate skills, training, and experience to meet the job requirements in a timely manner. ITSM Contractor is required to notify the Government IT Management Office (ITMO) in writing within 24 hours of date of initial position vacancy, including position title, name of personnel, the impact such vacancy is anticipated to have on existing work, and action to be taken to mitigate risk.

2B. PERFORMANCE PERIOD This SLA is in effect on a continuous basis without interruption throughout the term of the SITEC agreement.

3. SLA METRICS

3A. MEASUREMENT INTERVAL Measurements to be taken on a rolling daily calendar day basis for each unfilled position.

3B. MEASUREMENT PERIOD The Measurement Period begins at 00:01 on the first calendar day of the month and ends at 24:00 on the last calendar day of the month.

3C. SOURCE OF MEASUREMENT

DATA

The ITMO will create, maintain, and update a key personnel log where the Contractor will, at minimum, record and track key position titles and responsibilities, date that the position was initially established, date that the key position was staffed, name of the individuals filling the key position at any given period of time, the date that (for any reason) the key position vacated, and the cumulative elapsed time the position is vacant.

3D. METHOD OF SURVEILLANCE 100 Percent Inspection. Monthly report on SLA attainment providing length of elapsed time to fill vacant key positions with qualified and trained staff from date of initial vacancy. The Government ITMO personnel will conduct full reviews of all Contractor key personnel vacancies and the timely filling of open key personnel positions.

3E. TIMING OF MEASUREMENT Measurements are taken monthly on a per-position vacancy basis commencing no more than 24 hours following the date a position is created and unfilled or vacated by Contractor staff member.

3F. EXCEPTIONS Field left blank intentionally.

4. SLA MEASUREMENT

4A. CALCULATION Total elapsed time in calendar days to fill an open key position from date position is initially vacated until qualified appropriately cleared personnel are working onsite is calculated as:

• The Minimum Service Level shall be obtained if the total of calendar days to fill position <= 28 calendar days ; and

• The Target shall be obtained if the total of calendar days to fill position <= 14 calendar days applicable to all open key positions during the measurement period.

4B. TARGET CRITERIA Total elapsed time of not more than 2 calendar weeks (i.e., 14 calendar days) to fill any given key position vacancy with appropriately cleared qualified personnel.

4C. MINIMUM ACCEPTABLE Total elapsed time of not more than 4 calendar weeks (i.e., 28 calendar days) to fill any given key position vacancy with qualified and appropriately cleared qualified personnel.

4D. DEFINITIONS None.

5. SLA ADMINISTRATION

5A. REPORTING FREQUENCY 1. Reporting to commence upon Contract Award and continue throughout the Period of Performance.

2. Monthly reporting of SLA attainment with report provided to the ITMO within 5 working days of the end of each calendar month reporting period.

5B. NOTES AND COMMENTS None.

A-1.2 ITSM / Management – Project Reporting and Per formance

CATEGORY

Quality

1C. SLA # 1-2 1D. SLA NAME Project Reporting and Performance

2. SLA OVERVIEW

2A. SLA DESCRIPTION Project performance reviews are conducted in accordance with dates stated in the ITMO project review schedule. This SLA measures ITSM Contractor conducting monthly project performance reviews for project performance according to plan with USSOCOM project sponsors, project managers, and the ITMO according to a project review schedule developed, maintained, updated by the Contractor and filed with the ITMO. The ITSM Contractor will record and distribute a written record of the discussion topics, risks, agreed upon actions to be taken as a result of the review, and the party assigned the responsibility for each action item.

Criteria for Project review selection is defined as those SITEC contractor-led projects where variance reported is +-10% for cost or schedule. Review Criteria is defined as cost, schedule, resource usage and forecast, and risks and associated mitigation activities identified in risk plans.

2B. PERFORMANCE PERIOD This SLA is in effect on a continuous basis without interruption throughout the contract Period of Performance.

3. SLA METRICS

3A. MEASUREMENT INTERVAL The Measurement Interval is 1 month or as determined in the specific Project Plan.

3B. MEASUREMENT PERIOD The Measurement Period begins at 00:01 on the first day of the measurement interval and ends 24:00 on the last day of the measurement interval.

3C. SOURCE OF MEASUREMENT

DATA

Monthly project review findings.

3D. METHOD OF SURVEILLANCE 100 Percent Inspection. Monthly report on SLA attainment providing the number of project performance reviews conducted. The Government ITMO personnel will participate in all monthly project performance reviews conducted by the Contractor.

3E. TIMING OF MEASUREMENT Measured monthly on an on-going basis throughout the contract period.

3F. EXCEPTIONS Field left blank intentionally.

4. SLA MEASUREMENT

4A. CALCULATION a) Number of open projects meeting review criteria reviewed in the last review period must be greater than zero.

b) Percentage of Open Projects Reviewed = Number of open projects meeting the specified review criteria that are reviewed in the last three review periods divided by total number of open projects meeting the specified review criteria.

c) When cost or schedule exceed a +\- 10% variance from the ITMO current approved project baseline schedule and project budget, the elapsed time in days until escalation with draft correction plan is calculated as the Julian date the variance is escalated to ITMO leadership minus the Julian date the review concludes.

4B. TARGET CRITERIA a) 100% of all projects are reviewed and all projects with variances greater than +/-10% of estimated cost/schedule are escalated to the ITMO leadership within 2 business days with a draft recommended SIP correction plan.

4C. MINIMUM ACCEPTABLE a) 80% of all projects are reviewed and all projects with variances greater than +/-10% of estimated cost/schedule are escalated to the ITMO leadership within 3 business days with a draft correction plan.

4D. DEFINITIONS None

5. SLA ADMINISTRATION

5A. REPORTING FREQUENCY 1. Reporting to commence upon Contract Award and continue throughout the Period of Performance.

2. Reporting based on Measurement Interval identified in the specific Project Plan for SLA attainment.

A-1.3 ITSM / Management – Deliverable Quality

CATEGORY

Quality

1C. SLA # 1-3 1D. SLA NAME Deliverable Quality

2. SLA OVERVIEW

2A. SLA DESCRIPTION ITSM Contractor deliverables submitted to the Government consistently meet or exceed USSOCOM requirements and require minimal to no rework and resubmission prior to Government approval. The SLA tracks and records the number of times individual ITSM Contractor deliverables submitted to the USSOCOM requiring rework and resubmission prior to USSOCOM acceptance of the deliverables compared to the total number of deliverables submitted by Contractor.

2B. PERFORMANCE PERIOD This SLA is in effect on a continuous basis without interruption throughout the contract Period of Performance.

3. SLA METRICS

3A. MEASUREMENT INTERVAL The Measurement Interval is 1 month.

3B. MEASUREMENT PERIOD The Measurement Period begins at 00:01 on the first day of the month and ends at 24:00 on the last day of the month.

3C. SOURCE OF MEASUREMENT

DATA

The Contracting Officer (KO) and Primary Contracting Officer’s Representative (PCOR) delivery log and acceptance documents for deliverables.

3D. METHOD OF SURVEILLANCE 100 Percent Inspection . Complete inspection of all Contractor deliverables.

3E. TIMING OF MEASUREMENT Measured monthly on an on-going basis throughout the contract period.

3F. EXCEPTIONS Field left blank intentionally.

4. SLA MEASUREMENT

4A. CALCULATION The number of deliverables accepted by the Government on first submission divided by the total number of deliverables submitted within measurement period.

4B. TARGET CRITERIA 85% of all deliverables receive formal Government acceptance on the first submission to the Government.

4C. MINIMUM ACCEPTABLE 99 % of the deliverables receive formal Government acceptance by the second submission.

4D. DEFINITIONS For the purpose of this SLA, the term “deliverable” and “deliverables” shall equate to “CDRL” and “CDRLS” as used in the PWS.

5. SLA ADMINISTRATION

5A. REPORTING FREQUENCY 1. Reporting to commence upon Contract Award and continue throughout the Period of Performance.

2. Monthly reporting of SLA attainment.

A-1.4 ITSM / Management – Service Improvement Plan

CATEGORY

Quality

1C. SLA # 1-4 1D. SLA NAME Service Improvement Plan

2. SLA OVERVIEW

2A. SLA DESCRIPTION IT service performance must be maintained at prescribed levels.

Unsatisfactory levels of performance or identified opportunities for improvement require the development and implementation of Service Improvement Plans (SIPs). This metric monitors the effectiveness of the ITSM Contractor in keeping services optimized. Service Improvement areas are identified and Improvement Plans are developed, which must include the performance measurement method and target criteria and submitted to the ITMO Lead for approval.

SIPs can also be used as a means to evolve service delivery concepts in the case of insertion of new best practices, new external standards releases, as a result of research or other lessons learned from external projects and experiences. SIPs are also used as the vehicle for major coordination of changes that are the results of proactive problem management identified solutions that must be coordinated across IT service providers.

Government-approved SIPs are implemented and managed as a project for risk, cost, schedule, progress towards service improvements, and achieving SIP defined metric goals according to schedule and plan. The SIP mechanism is used whenever service improvements or corrective modifications to services are needed. Examples include improving process compliance by modifying process to handle reoccurring exceptions or removing impediments to service area provider process compliance when in the best interest of USSOCOM as demonstrated by SIP plan approval.

2B. PERFORMANCE PERIOD This SLA is in effect on a continuous basis without interruption throughout the contract Period of Performance.

3. SLA METRICS

3A. MEASUREMENT INTERVAL The Measurement Interval is 1 month.

3B. MEASUREMENT PERIOD The Measurement Period begins at 00:01 on the first day of the month and ends at 24:00 on the last day of the month.

3C. SOURCE OF MEASUREMENT

DATA

Project status and review documents for SIPs.

3D. METHOD OF SURVEILLANCE 100 Percent Inspection. Monthly report on SIPs.

3E. TIMING OF MEASUREMENT Measurements are taken within 5 calendar days of the end of the Measurement Period.

3F. EXCEPTIONS Field left blank intentionally.

4. SLA MEASUREMENT

4A. CALCULATION a) Number of open SIPs meeting review criteria reviewed in the last review period must be greater than zero.

b) Percentage of Open SIPs Reviewed = Number of open SIPs meeting the specified review criteria that are reviewed in the last three review periods divided by total number of open SIPs meeting the specified review criteria.

c) When SIP action item criteria exceed a +\- 10% variance from the criteria specified in the approved SIP the days until escalation is calculated as the elapsed time in days from the Julian date the variance is escalated to ITMO leadership minus the Julian date the review concludes.

4B. TARGET CRITERIA 100 % of SIP action items and milestones are reviewed for costs, schedule and risks. All SIPs with cost/resources, or the targeted service level benefits according to SIP achievement parameters are outside of +/-10% variance and/or at risk of failure, are escalated within the ITMO, along with corrective action recommendations, within 2 business days of review.

4C. MINIMUM ACCEPTABLE 90 % of SIP action items and milestones are reviewed for costs, schedule and risks. Those where cost/resources, or the targeted service level benefits according to SIP achievement parameters are outside of +/-10% variance and/or at risk of failure, are escalated within the ITMO, along with corrective action recommendations, within 5 business days of review.

4D. DEFINITIONS None.

5. SLA ADMINISTRATION

5A. REPORTING FREQUENCY 1. Reporting to commence upon Contract Award and continue throughout the Period of Performance.

2. Monthly reporting of SLA attainment.

5B. NOTES AND COMMENTS The SIP is a formal plan to implement improvements to a Process or IT Service as defined by ITIL v3 “Continual Service Improvement)”.

A-1.5 ITSM / Management – Incident Monitoring

CATEGORY

Quality / Process Improvement

1C. SLA # 1-5 1D. SLA NAME Incident Monitoring

2. SLA OVERVIEW

2A. SLA DESCRIPTION The ITMO will monitor the incident management resolution process for incidents, trace resolution responsibility to the appropriate IT Service Area provider, and submit a report that analyzes and identifies service quality and work volume trends regarding each IT Service Area provider’s resolution performance relative to the number of sampled incidents that the IT Service Area provider handled and resolved on first occurrence versus the number of handled incidents that the provider reported as resolved, but subsequently reoccurred, resulting in repeated resolution efforts of a single incident.

2B. PERFORMANCE PERIOD This SLA is in effect on a continuous basis without interruption throughout the contract Period of Performance.

3. SLA METRICS

3A. MEASUREMENT INTERVAL The Measurement Interval is 1 month.

3B. MEASUREMENT PERIOD The Measurement Period begins at 00:01 on the first day of the month and ends at 24:00 on the last day of the month.

3C. SOURCE OF MEASUREMENT

DATA

BMC Remedy ticketing and CMDB related incident history records for Configuration Items serviced.

3D. METHOD OF SURVEILLANCE Periodic Inspection . Monthly report on SLA attainment providing the percent of total incidents of any severity level type handled by any IT Service provider result in repeat incidents across all providers. The Government will periodically inspect all incident report data for a reporting period(s) to ensure / validate accurate reporting. Review will be by severity and time period.

3E. TIMING OF MEASUREMENT Measurements are taken within 5 calendar days of the end of the Measurement Period.

3F. EXCEPTIONS Field left blank intentionally.

4. SLA MEASUREMENT

4A. CALCULATION Calculated to each IT Service Area provider and for each incident severity levels

Service Quality Q% = Ir / It

Where: Q = Service Quality Impact per measurement period.

Ir = Number of recurring incidents (including those that were repeat but not correctly matched against open or previous closed/ resolved incidents) per severity type.

It = Total number of incidents per severity type.

Volume Trend VT = It P1 / It P2

Where: VT% = Volume Trend.

It P1 = Total number of incidents per severity type current period.

It P2 = Total number of incidents per severity type previous period.

4B. TARGET CRITERIA Service Quality Impact (Q) <=5% of total incidents assigned to any IT Service Area provider (by the Service Desk or ITMO) for any severity level will result in repeat incidents across all providers.

4C. MINIMUM ACCEPTABLE Service Quality Impact (Q) ≤10% of total incidents of any severity level type handled by any IT Service provider result in repeat incidents across all providers.

VT% trend should be decreasing on a month-to-month basis by >= 0% (No increase month-over-month/ measurement-period to measurement-period)

4D. DEFINITIONS See definition below of Incident Severity Levels.

5. SLA ADMINISTRATION

5A. REPORTING FREQUENCY 1. Reporting to commence upon Contract Award and continue throughout the Period of Performance.

2. Monthly reporting of SLA attainment.

5B. NOTES AND COMMENTS The metric does not account for the potential negative impact of a single Severity Level 1 or 2 incidents causing multiple service disruptions which collectively overshadow all other incidents in a given month.

At the ITMO discretion, the IT Service Area provider(s) and severity with the most incidents for a monthly reporting period may have SIPs established to drive improvements in incident handling. The goal is to reduce mission disruption and prevent future reoccurrences of the same errors.

A-2.0 IT Service Integration and Delivery Performan ce Management

A-2.1 IT Service Integration and Delivery Performan ce Management – End-User

Request Management

1A. TASK AREA Task 2: IT Service Integration and Delivery Performance Management

1B. PERFORMANCE

CATEGORY

Quality

1C. SLA # 2-1 1D. SLA NAME End User Request Management

2. SLA OVERVIEW

2A. SLA DESCRIPTION Maintain consistently high levels of Service Level performance for IT Services provided to USSOCOM. The ITSM Contractor will obtain incident management, problem management, change management, and a service request report from the Service Desk that provides a breakdown of all Service Desk Tickets. These reports should be for a measurement period based upon the IT Service Area providers that resolved or fulfilled the ticket, the nature of the ticket ( incident, problem, change, or request), date and time ticket was opened, date and time ticket was resolved, the severity or priority level assigned (as applicable) , and level of achievement for ticket within SLA guidelines. The ITSM Contractor will analyze the report to compare actual service delivery performance by the respective IT Service Area provider against agreed-upon SLAs to determine level of actual performance.

2B. PERFORMANCE PERIOD This SLA is in effect on a continuous basis without interruption throughout the contract Period of Performance.

3. SLA METRICS

3A. MEASUREMENT INTERVAL The Measurement Interval is 1 month.

3B. MEASUREMENT PERIOD The Measurement Period begins at 00:01 on the first day of the month and ends at 24:00 on the last day of the month.

3C. SOURCE OF MEASUREMENT

DATA

BMC Remedy; SLA Reporting

3D. METHOD OF SURVEILLANCE Periodic Inspection. Monthly reporting of SLA attainment providing the total number of service desk tickets not meeting service level targets. The Government ITMO personnel will periodically inspect service desk data for a reporting period(s) to ensure / validate accurate reporting. The data will be broken down by each IT Service Area provider for the following service categories, with reporting for each category itemized by type of event

a) Incidents

b) Service Requests

c) IMACS (Small (20 less users) and Large)

Each individual ticket reviewed will be classified if it met or did not meet SLA targets and tabulated (normally part of ticket closing). The Severity and Priority levels for each event recorded in the ticket management system will determine appropriate SLA targets to compare for SLA compliance. The mean average of all service types for an IT service provider will be used to determine minimum and target service level achievements.

3E. TIMING OF MEASUREMENT Measurements are taken within 5 calendar days of the end of the Measurement Period.

3F. EXCEPTIONS Field left blank intentionally.

4. SLA MEASUREMENT

4A. CALCULATION For each IT Service Area provider service category, the Total number of IT service tickets for a month by service category area as defined in 4D of this SLA not meeting service level targets (as defined by respective IT Service Area provider Section J – Performance Measurement documents) is divided by the total monthly tickets for each IT Service Area provider by service category. The mean service category average is used across categories to compare with target and minimum service levels.

4B. TARGET CRITERIA For each IT Service Area provider, <= 10% of monthly tickets for all service categories fail to meet established by SLA targets.

4C. MINIMUM ACCEPTABLE For each IT service provider <= 20% of monthly tickets for all service categories fail to meet established by SLA targets

4D. DEFINITIONS Service categories are defined as:

a) Incidents

b) Service Requests

c) Installs, Moves, Additions, and Changes (IMACs) (Small (20 less users) and Large)

5. SLA ADMINISTRATION

5A. REPORTING FREQUENCY 1. Reporting to commence upon Contract Award and continue throughout the Period of Performance.

A-2.2 IT Service Integration and Delivery Performan ce Management – Configuration, Asset, and Reported Accuracy

1A. TASK

AREA

Task 2: IT Service Integration and Delivery Performance Management

1B. PERFORMANCE

CATEGORY

Quality

1C. SLA # 2-2 1D. SLA NAME Configuration, Asset ,and Reported Accuracy

2. SLA OVERVIEW

2A. SLA

DESCRIPTION

IT Service Area Contractor monitored changes to IT Services supporting asset and configuration item (CI) attributes are controlled and tracked, with all system configuration and asset data promptly and accurately recorded reflecting the as-installed configuration of the infrastructure CIs within each IT Service Area provider’s area and its associated lifecycle (asset) data.

For each IT Service Area provider, validation checks are performed on a randomly selected set of CIs recorded in the Configuration Management Database (CMDB) of record and compared to the actual as-installed configuration of each CI in the randomly selected data set. Both CI and Asset attributes are validated.

Asset and configuration accuracy reports are generated and reviewed by the ITMO with the Contractor to identify where and how the configuration management process failed and determine corrective action to be taken.

2B. PERFORMANCE

PERIOD

This SLA is in effect on a continuous basis without interruption throughout the contract Period of Performance for all baselined CIs and assets.

3. SLA METRICS

3A.

MEASUREMENT

INTERVAL

The Measurement Interval is a continuous process with CI accuracy validation checks conducted at ITMO-selected periodic intervals within the monthly measurement period, as well as conducted whenever it is determined that the root cause of implementation failure of an authorized Request for Change (RFC) failed, 3B.

MEASUREMENT

PERIOD

The Measurement Period begins at 00:01 on the first day of the month and ends at 24:00 on the last day of the month, 3C. SOURCE OF

MEASUREMENT

DATA

BMC CMDB, BMC Configuration Exception and Reconciliation Reports, Microsoft SCCM Scan Reports, Change and Release records.

3D. METHOD OF

SURVEILLANCE

Random Sampling - Sampling will occur by ITMO of Contractor configuration and asset accuracy reporting. The ITSM Contractor will review the accuracy of IT Service Area provider managed configurations and assets using reconciliation and physical inventory.

The ITMO will develop and primarily assign SIP actions to the ITSM Contractor if accuracy of reporting falls below the minimum accuracy used in this SLA or to the appropriated IT Service Area provider(s) if with asset or CMDB accuracy falls below Minimum Acceptable levels.

A performance level baseline will be used by Configuration Item (CI) and asset type. At USSOCOM’s sole discretion, the ITMO will determine when the data regarding a service area, grouping of CI or assets within a service area is stable enough to be baselined and the responsible IT Service Area provider’s ability to maintain configuration and asset accuracy be measured. After a service or system transition, USSOCOM may or may not remove baseline status at their discretion for items until data or process to establish baseline or measure is stable. (Examples: During initial operating capability (IOC), after a major COOP event, or during re-locations). Note that separate CI versus asset baseline status may be used.

When a new asset is acquired or a change is made to an existing asset, the IT service provider performing this work shall be required to enter or update the asset and configuration records with accurate data for each CI, which will become the baseline for that asset. Until a CI or asset is baselined, SLA achievement will consider the minimum being met for that CI or asset or it will be excluded from the SLA calculation.

3E. TIMING OF

MEASUREMENT

Performed on an ongoing basis throughout the contract term once items are baselined.

3F. EXCEPTIONS Field left blank intentionally.

4. SLA MEASUREMENT

4A.

CALCULATION

For ITSM Contractor accuracy of CI and Assets:

• Quantity of sampled CIs from accuracy and reconciliation reports reflecting inaccurate status divided by the total number of sampled report items, For IT Service Area provider accuracy of CI and Assets:

• Quantity of reviewed CIs having inaccurate, incomplete, or improperly documented CI or asset attributes divided by the total number of CIs baselined by IT service provider area.

4B. TARGET

CRITERIA

The following targets are for each IT Service Area provider managed service area once baselines are established for a CI or asset by the ITMO.

IT

Service Provider

Year 1 After Initial Baseline Year 2 After Initial

Baseline

Beyond Year 2 After Initial Baseline

ITSM

Contract or

Data Center and Enterprise Networks

<=15% CI

inaccuracy

<=10% CI

inaccuracy

<=2% CI inaccuracy

<=15% asset inaccuracy

<=10% asset inaccuracy

<=2% asset inaccuracy

All Other IT Service

Area Providers

<=25% CI

inaccuracy

<=15% CI

inaccuracy

<=10% CI inaccuracy

<=25% asset inaccuracy

<=15% asset inaccuracy

<=10% asset inaccuracy

Data Center and Enterprise Networks

<=15% CI

inaccuracy

<=10% CI

inaccuracy <=2% CI inaccuracy

<=15% asset inaccuracy

<=10% asset inaccuracy

<=2% asset inaccuracy

All Other IT Service Area Providers

<=25% CI

inaccuracy

<=15% CI

inaccuracy <=10% CI inaccuracy

<=25% asset inaccuracy

<=15% asset inaccuracy

<=10% asset inaccuracy

Asset allocation usage (see note below)

<=3% asset inaccuracy

<=2% asset inaccuracy

<=1% asset inaccuracy

4C. MINIMUM

ACCEPTABLE

The following minimums are for each IT service provider managed service area once baselines are established for a CI or asset by the ITMO.

IT

Provider

Year 1 After Initial Baseline

Year 2 After Initial Baseline

Beyond Year 2 After Initial Baseline

ITSM

Contract or

Data Center and Enterprise

Networks

<=20% CI

inaccuracy

<=15% CI

inaccuracy

<=5% CI

inaccuracy

<=20% CI

inaccuracy

<=15% CI

inaccuracy

<=5% asset

All Other IT

Providers

<=25% CI

inaccuracy

<=15% CI

inaccuracy

<=10% CI

inaccuracy

<=40% asset inaccuracy

<=25% asset inaccuracy

<=10% asset inaccuracy

Data Center and Enterprise Networks

<=15% CI

inaccuracy

<=10% CI

inaccuracy

<=5% CI

inaccuracy

<=15% asset inaccuracy

<=10% asset inaccuracy

<=5% asset inaccuracy

All Other IT Service Area Providers

<=25% CI

inaccuracy

<=15% CI

inaccuracy

<=10% CI

inaccuracy

<=40% asset inaccuracy

<=25% asset inaccuracy

<=10% asset inaccuracy

Asset allocation usage (see Definitions below)

<=5% asset inaccuracy

<=3% asset inaccuracy

<=2% asset

4D.

DEFINITIONS

Asset allocation usage is defined as the total number of discrete hardware items, software licenses, user accounts, etc. that form the basis of determining total unit counts pertaining to resource utilization within each IT Service Area for unit pricing purposes (e.g., number of valid individual personnel Active Directory user accounts, number of installed servers, amount in gigabytes of installed storage, number of routers, firewalls, etc.)

5. SLA ADMINISTRATION

5A. REPORTING

FREQUENCY

1. Reporting to commence upon Contract Award and continue throughout the Period of Performance.

2. Monthly reporting of SLA attainment.

5B. NOTES AND

COMMENTS

Note 1: The CI attributes that are validated should include at a minimum: Name, Description, Custodian/Steward, Criticality, Type, Manufacturer, Serial number, Support Provider, License information, Version, History, Date of Purchase, Date of Install, Current status, Relationships to IT Services and CIs, how used, Relationships to other service management data objects (incident, problems, changes, etc.), documentation location (operating, contractual, User, COOP, etc.)

Once an enterprise asset management process is established, lifecycle data is captured during procurement/ installation activities (IMAC) and maintained for at least the following: asset location, asset tag, asset serial number, inventory quantity, purchase date, purchase date, cost and warranty/ contract expiration dates.

These are then sampled from the data stores that comprise the CMDB and asset databases and compared to discovery and audit data.

Method of reconciliation is defined as when a sampling criterion is determined and BMC scan runs against SCCM formerly SMS are other discovery/ scanning data sources. Data is parsed by the tool into two records and compared line for line in the CMDB. The exceptions are then presented in a report/ screen. On the screen Contractor or IT service provider will need to

A-2.3 IT Service Integration and Delivery Performan ce Management – Change and

Release Without Incidents check which fields to use – current CMDB or scan value. It forces reconciliation via the procedures. Note this is the tool the IT Service Area providers will use to clean their data. Not every run of this process is an SLA report, only a monthly run. IT Service Area providers are going to likely run this weekly and will need a day or so prior to SLA report run to clean up where they can. Also, this procedure is used to identify “leaks” where configuration drift is occurring and fix root cause of inaccuracy.

1. SLA SUMMARY

1A. TASK AREA Task 2: IT Service Integration and Delivery Performance Management

1B. PERFORMANCE

CATEGORY

Quality

1C. SLA # 2-3 1D. SLA NAME Change and Release Without Incidents

2. SLA OVERVIEW

2A. SLA DESCRIPTION Changes and Releases must be introduced into the infrastructure without service disruption. The Incident Management system will be scanned to identify all Incident tickets classified as Severity #1 and #2 that have occurred within the Measurement Interval. Details of each selected Incident ticket will be reviewed and compared to RFC Release Management tracking records to determine if there is any direct correlation between any changes introduced up until the previous release cycle or 30 calendar days (whichever is shorter in duration) prior to an incident occurrence. Each such event correlation will be considered as a deficiency in the Change and Release Management processes and included as a “Failed Change” for SLA calculation. Also, the Incident will be escalated to Problem Management to perform Root Cause Analysis (RCA) to determine the underlying cause and recommend corrective action.

2B. PERFORMANCE PERIOD This SLA is in effect on a continuous basis without interruption throughout the contract Period of Performance.

3. SLA METRICS

3A. MEASUREMENT INTERVAL The Measurement Interval is weekly.

3B. MEASUREMENT PERIOD The Measurement Period begins at 00:01 on the first day of the month and ends at 24:00 on the last day of the month

3C. SOURCE OF MEASUREMENT

DATA

Measurement data will be sourced from the Service Desk Incident Management system, the Change Management request for change (RFC) record repository, and the Release Management record repository.

3D. METHOD OF SURVEILLANCE Periodic Inspection. Monthly reporting of SLA attainment providing the results of failed change analysis. ITMO personnel will periodically inspect service desk data for a reporting period(s) to ensure / validate accurate reporting.

3E. TIMING OF MEASUREMENT Measurements are taken within 7 calendar days of the end of the Measurement Period.

3F. EXCEPTIONS Field left blank intentionally.

A-2.4 IT Service Integration and Delivery Performan ce Management – Supporting

Agreements

4. SLA MEASUREMENT

4A. CALCULATION The number of Failed Changes divided by the total number of approved RFCs introduced into a production system within the measurement period.

4B. TARGET CRITERIA 0% of introduced RFCs are determined to have caused a Severity 1 or Severity 2 Incident.

4C. MINIMUM ACCEPTABLE ≤5% of all introduced RFCs are determined to have caused a Severity 1 or Severity 2 Incident.

4D. DEFINITIONS None.

5. SLA ADMINISTRATION

5A. REPORTING FREQUENCY 1. Reporting to commence upon Contract Award and continue throughout the Period of Performance.

2. Monthly reporting of SLA attainment.

5B. NOTES AND COMMENTS None.

1. SLA SUMMARY

1A. TASK AREA Task 2: IT Service Integration and Delivery Performance Management

1B. PERFORMANCE

CATEGORY

Quality

1C. SLA # 2-4 1D. SLA NAME Supporting Agreements

2. SLA OVERVIEW

2A. SLA DESCRIPTION The ITSM Contractor proactively coordinates, integrates, and synchronizes service delivery among and between all of the IT Service Area providers to establish, adopt, and adhere to inter-provider cooperative operating agreements (ACA, OLA, UC, MOU, etc.) in support of the USSOCOM SLA requirements The ITSM Contractor must establish, maintain, and update written service integration support and collaboration agreements, which are acceptable to the Government, between and among all IT Service Area providers that incorporate mutual collaboration and cooperation assistance commitments in support of each provider’s SLAs. Agreements must be in place as a transition completion requirement, with the original filed with the ITMO. The ITSM Contractor will be responsible for monitoring and managing the collective IT Service Area providers’ compliance with these agreements and to immediately escalate any non-compliance and disputes to the ITMO.

The ITSM Contractor will provide the ITMO monthly reports on the status and effectiveness of the providers’ compliance.

2B. PERFORMANCE PERIOD This SLA is in effect on a continuous basis without interruption throughout the contract Period of Performance.

3. SLA METRICS

3A. MEASUREMENT INTERVAL The Measurement Interval is 1 month.

3B. MEASUREMENT PERIOD The Measurement Period begins at 00:01 on the first day of the month and ends at 24:00 on the last day of the month.

A-2.5 IT Service Integration and Delivery Performan ce Management –Performance

Management Satisfaction Rate

3C. SOURCE OF MEASUREMENT

DATA

Existence of original signed agreements for each IT Service Area provider on file with the ITMO and ITSM Contractor monthly status reports

3D. METHOD OF SURVEILLANCE 100 Percent Inspection. Monthly report on SLA attainment covering the status and effectiveness of the IT Service Area Providers’ compliance with inter-provider cooperative operating agreements. ITMO personnel will inspect all written service integration support and collaboration agreements among IT Service Area providers and monitor their effectiveness.

3E. TIMING OF MEASUREMENT Measurements are taken within 5 calendar days of the end of the Measurement Period.

3F. EXCEPTIONS Field left blank intentionally.

4. SLA MEASUREMENT

4A. CALCULATION % of SLA agreements that have supporting agreements in place between and among all service providers or within 6 months of a new IT Service Area provider being brought on-board to cover 100% of all IT Service Area delivery environments or within 60 days of an approved contract SLA change order required by Government to a service that impacts a current SLA(s).

4B. TARGET CRITERIA 100% of all active SLAs are supported by agreements and signed, up-to-date support agreements are in place among all IT Service Area providers and on file with the ITMO. New IT Service Area providers will have a 6 month grace period for which time they will be given credit for achieving the minimum until they have updated agreements in place. All existing IT Service Area provider agreements not impacted by the change or addition of a new IT service provider will remain in effect.

4C. MINIMUM ACCEPTABLE 80% of all active SLAs are supported by agreements and signed, up-to-date support agreements are in place among all IT service providers and on file with the ITMO.

4D. DEFINITIONS None.

5. SLA ADMINISTRATION

5A. REPORTING FREQUENCY 1. Reporting to commence upon Contract Award and continue throughout the Period of Performance.

2. Monthly reporting of SLA attainment.

5B. NOTES AND COMMENTS None.

1. SLA SUMMARY

1A. TASK AREA Task 2: IT Service Integration and Delivery Performance Management

1B. PERFORMANCE

CATEGORY

Quality

1C. SLA # 2.5 1D. SLA NAME Performance Management Satisfaction Rate

2. SLA OVERVIEW

2A. SLA DESCRIPTION High level of USSOCOM satisfaction with Contractor delivery management of IT Services (includes the Service Desk services and the SITEC service areas).

A-2.6 IT Service Integration and Delivery Performan ce Management – Overall ITSM

Delivery – Accountability for Ticket Ownership

2B. PERFORMANCE PERIOD This SLA is in effect on a continuous basis without interruption throughout the Task Order Period of Performance.

3. SLA METRICS

3A. MEASUREMENT INTERVAL The Measurement Interval is 3 months for first year and then every 6 months thereafter.

3B. MEASUREMENT PERIOD The Measurement Period begins at 00:01 on the first day of the month and ends at 24:00 on the last day of the month.

3C. SOURCE OF MEASUREMENT

DATA

Data will be collected from management surveys containing satisfaction criteria specified by USSOCOM that are either developed internally by USSOCOM personnel or by a USSOCOM-selected impartial 3rd party

3D. METHOD OF SURVEILLANCE Customer Feedback. The Government will issue customer satisfaction surveys to designated government SITEC management representatives from USSOCOM HQ, AFSOC, NAVSOC, USASOC, MARSOC, JSOC (contractors cannot participate), TSOCs, and survey responses will be tabulated to determine overall satisfaction with Contractor delivery management of IT Services using a 5 category scale. The scale is: Dissatisfied, Less than Satisfied, Satisfied, More than Satisfied, Very Satisfied.

3E. TIMING OF MEASUREMENT Measurements are taken within 5 days of the end of the Measurement Period

3F. EXCEPTIONS Field left blank intentionally.

4. SLA MEASUREMENT

4A. CALCULATION The number of users who were Satisfied, More Than Satisfied, or Very Satisfied divided by the total number of completed surveys returned

At least 30 Government personnel must complete and return surveys for the results to have at least a 90% confidence factor with a 5% error rate

4B. TARGET CRITERIA ≥90% of all survey respondents are Satisfied, More Than Satisfied, or Very Satisfied

4C. MINIMUM ACCEPTABLE ≥85% of all survey respondents are Satisfied, More Than Satisfied, or Very Satisfied with Contractor delivery management of all SITEC IT Services

4D. DEFINITIONS None

5. SLA ADMINISTRATION

5A. REPORTING FREQUENCY 1. Reporting to commence upon Contract Award and continue throughout the Period of Performance.

2. Monthly reporting of SLA attainment for periods surveyed. Quarterly survey reporting from USSOCOM ITMO during first year, semi-annual thereafter.

5B. NOTES AND COMMENTS None

1A. TASK AREA Task 2: IT Service Integration and Delivery Performance Management

1B. PERFORMANCE

CATEGORY

Timeliness

1C. SLA # 2.5 1D. SLA NAME Accountability for Ticket Ownership

2. SLA OVERVIEW

2A. SLA DESCRIPTION % of IT Service Management tickets (incidents, requests, and IMACs) within guidelines for acceptance, response, and status as defined by severity and priority for service interactions (see Appendix B: Severity Level Definitions and Appendix C: IT Response Requirements by Severity).

2B. PERFORMANCE PERIOD This SLA is in effect on a continuous basis without interruption throughout the contract Period of Performance.

3. SLA METRICS

3A. MEASUREMENT INTERVAL The Measurement Interval is 1 month.

3B. MEASUREMENT PERIOD The Measurement Period begins at 00:01 on the first day of the month and ends at 24:00 on the last day of the month.

3C. SOURCE OF MEASUREMENT

DATA

BMC Remedy ticket timing and SLA data.

3D. METHOD OF SURVEILLANCE 100 % Inspection. For the 1 month measurement period, BMC ticket routing data will be examined for service interactions which are defined as acceptance, status, and response/completion target achievement for the following service categories, with reporting for each category itemized by type of event:

Service categories are defined as:

a) Incidents

b) Service Requests

c) IMACS (Small (20 less users) and Large)

The appropriate report will be produced by the Service Desk. and delivered to the ITMO

3E. TIMING OF MEASUREMENT Measurements are taken within 5 days of the end of the Measurement Period.

3F. EXCEPTIONS Field left blank intentionally.

4. SLA MEASUREMENT

4A. CALCULATION Within the 30 day period:

Total SLA Compliant Interactions is divided by Total Service Interactions to arrive at the ratio of Active Ticket Ownership interactions. This ratio is subtracted from 100% to determine the % of accountability for Ticket Ownership Interactions. This is calculated as the Percentage Accountability for Ticket Ownership and is expressed as:

X%= 1- (Y/ Z)

Where:

X = Percentage of Active Ticket Ownership interactions Y = Total Service Interactions Z = Total Compliant Service Interactions.

A-3.0 IT Service Desk Performance Management

A-3.1 ITSM / Service Desk Services – Speed-to-Answe r Rate

Y= Total Number of Incident taskings dispatched + total number of project requests taskings routed + total IMAC taskings

Z= total compliant service interactions.

This ratio is subtracted from 100% to determine the % of accountability for Ticket Ownership Interactions.

4B. TARGET CRITERIA At least 85% of Service Delivery Transactions should be within IT Service Area provider response thresholds for service interactions measured.

4C. MINIMUM ACCEPTABLE At least 70% of Service Delivery Transactions should be within IT Service Area provider response thresholds for service interactions measured.

4D. DEFINITIONS None.

5. SLA ADMINISTRATION

5A. REPORTING FREQUENCY 1. Reporting to commence upon Contract Award and continue throughout the Period of Performance.

2. Monthly reporting of SLA attainment.

5B. NOTES AND COMMENTS This SLA will have to be underpinned heavily by Associate Contractor Agreements and Memorandums of Understandings.

1A. TASK AREA Task 3: Service Desk

Services

1B. PERFORMANCE

CATEGORY

Quality

1C. SLA # 3-1 1D. SLA NAME Speed-to-Answer Rate

2. SLA OVERVIEW

2A. SLA DESCRIPTION ITSM Contractor services maintain appropriate IT Service Desk personnel levels to answer calls within minimum service levels. The ITSM Contractor will generate a report from the Service Desk call answering and routing system that lists all received calls, the date and time of the initial connection and placement into the Service Desk answer queue, and the total elapsed time until the call is picked from the queue and answered by a Service Desk agent. This report will also identify all incoming calls that fall within the SLA response time and those that fail to meet the minimum SLA threshold. The resulting data will be used to calculate the overall average Speed-to-Answer time.

2B. PERFORMANCE PERIOD This SLA is in effect on a continuous basis without interruption throughout the contract Period of Performance.

3. SLA METRICS

A-3.2 ITSM / Service Desk Services – Abandonment Ra te

3A. MEASUREMENT INTERVAL The Measurement Interval is daily with monthly reporting of average daily value.

3B. MEASUREMENT PERIOD The Measurement Period begins at 00:01 and ends at 24:00 each day Daily and weekly summaries by hour ranges are reported. The average daily range is used as an input for a monthly average.

3C. SOURCE OF MEASUREMENT

DATA

Call Director reports.

3D. METHOD OF SURVEILLANCE Periodic Inspection. Monthly report on SLA attainment providing average speed-to-answer time. ITMO personnel will periodically inspect service desk data for a reporting period(s) to ensure / validate accurate reporting.

3E. TIMING OF MEASUREMENT Measurements are taken within 5 days of the end of the Measurement Period.

3F. EXCEPTIONS Field left blank intentionally.

4. SLA MEASUREMENT

4A. CALCULATION Speed of answer is calculated by subtracting the number of seconds between a call being received in the Active Call Directory (ACD) queue and the time the call is answered by a Service Desk agent. Average Speed of Answer is determined by averaging the speed of answer for all calls in the measurement period. Service Level target is attained when target for all tiers of service provided in a month are met or exceeded and no one service tier drops below the minimum. Minimum service requirement is met when average of all calls within each service tier meet are exceed the minimum for each service tier delivered.

4B. TARGET CRITERIA The average of all calls within each service tier meets or exceeds the following targets and no one average falls below the minimum for a service tier:

GOLD SILVER BRONZE

10 seconds or less 100% of the time

10 seconds or less 100% of the time

30 seconds or less 95% of the time

4C. MINIMUM ACCEPTABLE The average of all calls within each service tier must meet or exceeds the following minimum for each service tier:

GOLD SILVER BRONZE

10 seconds or less 100% of the time

30 seconds or less 95% of the time

60 seconds or less 90 % of the time

4D. DEFINITIONS None.

5. SLA ADMINISTRATION

5A. REPORTING FREQUENCY 1. Reporting to commence upon Contract Award and continue throughout the Period of Performance.

A-3.3 ITSM / Service Desk Services– First Call Reso lution

Services

1B. PERFORMANCE

CATEGORY

Quality

1C. SLA # 3-2 1D. SLA NAME Abandonment Rate

2. SLA OVERVIEW

2A. SLA DESCRIPTION ITSM Contractor service desk services maintain appropriate personnel levels to answer calls without callers dropping before being answered. This SLA measures the percent of callers that hang up before the call to the Service Desk is answered.

2B. PERFORMANCE PERIOD This SLA is in effect on a continuous basis without interruption throughout the contract Period of Performance.

3. SLA METRICS

3A. MEASUREMENT INTERVAL The Measurement Interval is daily. Each day, daily and weekly summaries by hour ranges are reported. The average daily range is used as an input for a monthly average.

3B. MEASUREMENT PERIOD The Measurement Period begins at 00:01 and ends at 24:00.

3C. SOURCE OF MEASUREMENT

DATA

BMC Remedy (?) Call Director reports.

3D. METHOD OF SURVEILLANCE Periodic Inspection. Monthly report on SLA attainment providing service desk call abandonment rates. The Government ITMO personnel will periodically inspect service desk data for a reporting period(s) to ensure / validate accurate reporting.

3E. TIMING OF MEASUREMENT Measurements are taken within 8 hours of the end of the Measurement Period.

3F. EXCEPTIONS Field left blank intentionally.

4. SLA MEASUREMENT

4A. CALCULATION Abandonment is calculated by subtracting the number of calls dropped without being answered by an agent…