Draft ITSM 3-26-2010.doc

Section B - Supplies or Services and Prices

CONTRACT MINIMUM AND MAXIMUM

The contract minimum as defined in 52.216-22 for this contract is (the order value of the first task order (CLIN 0001) will be inserted upon contract award). The Contract Maximum is $175,000,000. The maximum may be increased in accordance with Section H clause H.7 entitled “Contract Incentives.”

ITMO/Service Provider Transition IOC

CPIF

Initial Operating Capability(IOC) of an Information Technology Management Office (ITMO) and transition services in accordance with Section C USSOCOM Enterprise Services Performance Work Statement Paragraphs 4, 5, 6, 7, 8, 9, and 10.

FOB: Destination

TARGET COST

TARGET FEE

TOTAL TGT COST + FEE

MINIMUM FEE

MAXIMUM FEE

SHARE RATIO ABOVE TARGET

SHARE RATIO BELOW TARGET

ITMO/Service Provider Transition Support

Information Technology (IT) Service Area Transition & Integration management services in accordance with Section C USSOCOM Enterprise Services Performance Work Statement paragraphs 4, 5, 6, 7, 8, 9, and 10.

CIO Support IOC

Chief Information Officer (CIO) support in accordance with Section C USSOCOM Enterprise Services Performance Work Statement paragraph 12.

IT Service Desk Operation (Bronze)

FFP

Information Technology Service Desk services in accordance with Section C USSOCOM Enterprise Services Performance Work Statement paragraphs 4.6 and 11. The unit price per month shall be determined in accordance with Section H clause H.6 entitled "Procedures for Issuing Task/Delivery Orders" .

Each Per Month Unit Price = Service for one month for all SIE users priced in accordance with and Section J Attachment 1 entitled Service Desk Pricing

MAX

NET AMT

IT Service Desk Operation (Silver)

Upgraded Information Technology Service Desk services in accordance with Section C USSOCOM Enterprise Services Performance Work Statement paragraphs 4.6 and 11. Pricing of each order shall be in accordance with Section H clause H.6 entitled "Procedures for Issuing Task/Delivery Orders"

Each Per Month Unit Price = Upgraded service for 500 users for one month

MAX

IT Service Desk Operation (Gold)

Upgraded Information Technology Service Desk services in accordance with Section C USSOCOM Enterprise Services Performance Work Statement paragraphs 4.6 and 11. Pricing of each order shall be in accordance with Section H clause H.6 entitled "Procedures for Issuing Task/Delivery Orders" .

Each Per Month Unit Price = Upgraded service for 1 user for one month

MAX

Evolutionary Technology Insertion

COST

Technology Insertion equipment in accordance with Performance Work Statement paragraph 13.

MAX COST

Travel

Travel associated with the support required in Section C USSOCOM Enterprise Services Performance Work Statement. All travel shall be conducted in accordance with the Joint Travel Regulation (JTR).

MAX COST

ITMO/Service Provider Transition Support

Information Technology (IT) Service Area Transition & Integration management services in accordance with Section C USSOCOM Enterprise Services Performance Work Statement paragraphs 4, 5, 6, 7, 8, 9, and 10.

CIO Support IOC

Chief Information Officer (CIO) support in accordance with Section C USSOCOM Enterprise Services Performance Work Statement paragraph 12.

IT Service Desk Operation (Bronze)

Information Technology Service Desk services in accordance with Section C USSOCOM Enterprise Services Performance Work Statement paragraphs 4.6 and 11. The unit price per month shall be determined in accordance with Section H clause H.6 entitled "Procedures for Issuing Task/Delivery Orders" .

Each Per Month Unit Price = Service for one month for all SIE users priced in accordance with and Section J Attachment 1 entitled Service Desk Pricing

MAX

IT Service Desk Operation (Silver)

Upgraded Information Technology Service Desk services in accordance with Section C USSOCOM Enterprise Services Performance Work Statement paragraphs 4.6 and 11. Pricing of each order shall be in accordance with Section H clause H.6 entitled "Procedures for Issuing Task/Delivery Orders"

MAX

IT Service Desk Operation (Gold)

Upgraded Information Technology Service Desk services in accordance with Section C USSOCOM Enterprise Services Performance Work Statement paragraphs 4.6 and 11. Pricing of each order shall be in accordance with Section H clause H.6 entitled "Procedures for Issuing Task/Delivery Orders" .

MAX

Evolutionary Technology Insertion

MAX COST

Travel

Travel associated with the support required Section C USSOCOM Enterprise Services Performance Work Statement. All travel shall be conducted in accordance with the Joint Travel Regulation (JTR).

MAX COST

ITMO/Service Provider Transition Support

Information Technology (IT) Service Area Transition & Integration management services in accordance with Section C USSOCOM Enterprise Services Performance Work Statement paragraphs 4, 5, 6, 7, 8, 9, and 10.

MAX

CIO Support IOC

Chief Information Officer (CIO) support in accordance with Section C USSOCOM Enterprise Services Performance Work Statement paragraph 12.

MAX

IT Service Desk Operation (Bronze)

Information Technology Service Desk services in accordance with Section C USSOCOM Enterprise Services Performance Work Statement paragraphs 4.6 and 11. The unit price per month shall be determined in accordance with Section H clause H.6 entitled "Procedures for Issuing Task/Delivery Orders" .

MAX

IT Service Desk Operation (Silver)

Upgraded Information Technology Service Desk services in accordance with Section C USSOCOM Enterprise Services Performance Work Statement paragraphs 4.6 and 11. Pricing of each order shall be in accordance with Section H clause H.6 entitled "Procedures for Issuing Task/Delivery Orders"

MAX

IT Service Desk Operation (Gold)

Upgraded Information Technology Service Desk services in accordance with Section C USSOCOM Enterprise Services Performance Work Statement paragraphs 4.6 and 11. Pricing of each order shall be in accordance with Section H clause H.6 entitled "Procedures for Issuing Task/Delivery Orders" .

MAX

Evolutionary Technology Insertion

MAX COST

Travel

Travel associated with the support required in Section C USSOCOM Enterprise Services Performance Work Statement. All travel shall be conducted in accordance with the Joint Travel Regulation (JTR).

MAX COST

ITMO/Service Provider Transition Support

Information Technology (IT) Service Area Transition & Integration management services in accordance with Section C USSOCOM Enterprise Services Performance Work Statement paragraphs 4, 5, 6, 7, 8, 9, and 10.

MAX

CIO Support IOC

Chief Information Officer (CIO) support in accordance with Section C USSOCOM Enterprise Services Performance Work Statement paragraph 12.

MAX

IT Service Desk Operation (Bronze)

Information Technology Service Desk services in accordance with Section C USSOCOM Enterprise Services Performance Work Statement paragraphs 4.6 and 11. The unit price per month shall be determined in accordance with Section H clause H.6 entitled "Procedures for Issuing Task/Delivery Orders" .

MAX

IT Service Desk Operation (Silver)

Upgraded Information Technology Service Desk services in accordance with Section C USSOCOM Enterprise Services Performance Work Statement paragraphs 4.6 and 11. Pricing of each order shall be in accordance with Section H clause H.6 entitled "Procedures for Issuing Task/Delivery Orders"

MAX

IT Service Desk Operation (Gold)

Upgraded Information Technology Service Desk services in accordance with Section C USSOCOM Enterprise Services Performance Work Statement paragraphs 4.6 and 11. Pricing of each order shall be in accordance with Section H clause H.6 entitled "Procedures for Issuing Task/Delivery Orders" .

MAX

Evolutionary Technology Insertion

MAX COST

Travel

Travel associated with the support required in Section C USSOCOM Enterprise Services Performance Work Statement. All travel shall be conducted in accordance with the Joint Travel Regulation (JTR).

MAX COST

ITMO/Service Provider Transition Support

Information Technology (IT) Service Area Transition & Integration management services in accordance with Section C USSOCOM Enterprise Services Performance Work Statement paragraphs 4, 5, 6, 7, 8, 9, and 10.

MAX

CIO Support IOC

Chief Information Officer (CIO) support in accordance with Section C USSOCOM Enterprise Services Performance Work Statement paragraph 12.

MAX

IT Service Desk Operation (Bronze)

Information Technology Service Desk services in accordance with Section C USSOCOM Enterprise Services Performance Work Statement paragraphs 4.6 and 11. The unit price per month shall be determined in accordance with Section H clause H.6 entitled "Procedures for Issuing Task/Delivery Orders" .

MAX

IT Service Desk Operation (Silver)

Upgraded Information Technology Service Desk services in accordance with Section C USSOCOM Enterprise Services Performance Work Statement paragraphs 4.6 and 11. Pricing of each order shall be in accordance with Section H clause H.6 entitled "Procedures for Issuing Task/Delivery Orders"

MAX

IT Service Desk Operation (Gold)

Upgraded Information Technology Service Desk services in accordance with Section C USSOCOM Enterprise Services Performance Work Statement paragraphs 4.6 and 11. Pricing of each order shall be in accordance with Section H clause H.6 entitled "Procedures for Issuing Task/Delivery Orders" .

MAX

Evolutionary Technology Insertion

MAX COST

Travel

Travel associated with the support required in Section C USSOCOM Enterprise Services Performance Work Statement. All travel shall be conducted in accordance with the Joint Travel Regulation (JTR).

MAX COST

Incentive Payments

Term 5 incentives in accordance with Section H clause entitled "Contract Incentives".

MAX

ITMO/Service Provider Transition Support

Information Technology (IT) Service Area Transition & Integration management services in accordance with Section C USSOCOM Enterprise Services Performance Work Statement paragraphs 4, 5, 6, 7, 8, 9, and 10.

MAX

CIO Support IOC

Chief Information Officer (CIO) support in accordance with Section C USSOCOM Enterprise Services Performance Work Statement paragraph 12.

MAX

IT Service Desk Operation (Bronze)

Information Technology Service Desk services in accordance with Section C USSOCOM Enterprise Services Performance Work Statement paragraphs 4.6 and 11. The unit price per month shall be determined in accordance with Section H clause H.6 entitled "Procedures for Issuing Task/Delivery Orders" .

MAX

IT Service Desk Operation (Silver)

Upgraded Information Technology Service Desk services in accordance with Section C USSOCOM Enterprise Services Performance Work Statement paragraphs 4.6 and 11. Pricing of each order shall be in accordance with Section H clause H.6 entitled "Procedures for Issuing Task/Delivery Orders"

MAX

IT Service Desk Operation (Gold)

Upgraded Information Technology Service Desk services in accordance with Section C USSOCOM Enterprise Services Performance Work Statement paragraphs 4.6 and 11. Pricing of each order shall be in accordance with Section H clause H.6 entitled "Procedures for Issuing Task/Delivery Orders" .

MAX

Evolutionary Technology Insertion

MAX COST

Travel

Travel associated with the support required in Section C USSOCOM Enterprise Services Performance Work Statement. All travel shall be conducted in accordance with the Joint Travel Regulation (JTR).

MAX COST

Incentive Payments

Term 6 incentives in accordance with Section H clause entitled "Contract Incentives".

MAX

ITMO Transition- Out Services

Information Technology Management Office (ITMO) Transition- Out Services in accordance with Section C Program Work Statement Entitled "USSOCOM Enterprise Services" paragraph 18.5 and FAR 52.237-3 “Continuity of Services”.

MAX

Section C - Descriptions and Specifications

PROGRAM WORK STATEMENT

USSOCOM Enterprise Services

Section C – IDIQ Performance Work Statement

March 26, 2010

1.0 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) services to USSOCOM and all its respective Components and Theaters of Operations (TSOCs), to a new, more modern, flexible, scalable, performance-based service management and delivery framework to be 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 across Department of Defense (DoD) organizational boundaries.

The ITMO’s acquisition goals will contribute to enhancing USSOCOM’s ability to support the USSOCOM 2010 mission vision statement, as well as meeting the net-centric DoD acquisition parameters, leading to an enterprise-wide information-age transformation by building the foundation for increased operations efficiency, capabilities, 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 and 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 is a significant enabler of the USSOCOM mission. USSOCOM requires continuing support for the operations and maintenance of the Command’s IT environment. 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 high quality, integrated, effective, flexible, and adaptable.

The ITMO will manage USSOCOM’s efforts to acquire and manage SITEC services through multiple IT service providers and create a well-integrated service delivery team environment for the Command’s mission supporting IT infrastructure and operations.

The Contractor will be a trusted partner to support and enhance the ITMO service management capabilities and to help coordinate, integrate, and synchronize the capabilities and services of best-of-breed Service Area Providers. The Contractor shall 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 Contractor shall 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 Contractor shall support the ITMO in acquiring the following services from best-of-breed Service Area Providers:

1. Data Center Services (single award indefinite delivery/indefinite quantity (ID/IQ))

2. Enterprise Network Services (single award ID/IQ)

3. Distributed Computing Services (single award ID/IQ)

4. Application Management Services (multiple award ID/IQ)

5. Specialty Services (multiple award ID/IQ)

6. IT Production Services (multiple contracts ID/IQ)

The Contractor shall 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 Mar 2011 over to the USSOCOM SITEC-selected IT service providers. As IT services are transitioned to the new service providers, the Contractor shall provide support for 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.

2.0 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, a USSOCOM Washington Office in Washington DC, one sub-unified command, Joint Special Operations Command (JSOC) at Fort Bragg, NC, and four component commands, United States Army Special Operations Command (USASOC) at Fort Bragg, NC; Naval Special Warfare Command (NAVSPECWARCOM) at Coronado, CA, Air Force Special Operations Command (AFSOC) at Hurlburt Field, FL; and Marines Special Operations Command (MARSOC) at Camp Lejeune, North Carolina. In addition, each of the Combatant Commanders has an attached Theater Special Operations Command (TSOC) that provides theater-related special operations strategy and planning efforts.

Unless otherwise specifically called out, 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 all applications utilized within USSOCOM, USASOC, NAVSPECWARCOM, AFSOC, MARSOC, JSOC, and TSOCs, as well as all related sites and facilities.

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 center 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.

The key high-level objectives the USSOCOM CIO expects to achieve through the SITEC are:

· Enable and improve IT in support of mission operations

· Increase control, transparency and accountability over IT operations

· Foster effectiveness and innovation

· Drive cost optimization

· Foster communication and information sharing

· Establish flexible and scalable contract supported by a strong performance metrics program

· Foster competition

· Enable Net Centricity

3.0 Applicable Conditions

The significant conditions that affect the SITEC acquisition are Security Constraints, Compliance with DoD / USSOCOM IT Standards, Compliance with USSOCOM Management Tools, Global Support, and Deployment of Contractors requirements.

3.1. Security Clearance Requirements

3.1.1. Contractor Security

Security will be in accordance with the attached DD254. Contractor individuals supporting this task will be cleared at a minimum of the SECRET level at the start of the contract with subsequent determination made by the Government as to which contractor individuals supporting this contract will require additional clearance requirements at the start of the contract. Hiring of Contractor personnel with SECRET clearances will be coordinated with and approved by the COR. At the discretion of the Government, selected individuals supporting this task order 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. Contractors will require access to SCI, SAP, and Focal Point material in performance of this effort. Contractor will require access to NIPRNET/SIPRNET computer systems at government and contractor facilities. Contractor will require access to JWICS computer systems at government facilities only. 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.

3.1.2. Safeguarding Classified Information and Materials

The contractor will insure requirements for safeguarding classified information and classified materials, for obtaining and verifying personnel security clearances, for verifying security clearances and indoctrination of visitors, for controlling access to restricted areas, for protecting government property, and for the security of automated and non-automated management information systems and data are fulfilled. The 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.

3.1.3. Security Management Support

The 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.

3.2. Compliance with DoD / USSOCOM IT Standards

The Contractor shall perform all of its service delivery responsibilities in compliance with all DoD and USSOCOM IT standards, direction, and guidance, as well as other applicable service delivery documents. The Contractor shall develop and implement processes that it shall use 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.

3.3. Leverage of Existing USSOCOM IT Operations Management Tools

Due to security requirements, all contractors must use USSOCOM's suite of service operations management and information assurance management tools for managing the day-to-day operations of the SIE. If a contractor determines that the existing suite of tools is insufficient to meet service delivery requirements, then the contractor is required to advise USSOCOM of this deficit and provide USSOCOM with the tool(s) requirements (name of product and manufacturer / owner, required usage, justification for need, cost to acquire, deploy and support, etc.). USSOCOM may acquire and deploy any such new operations management tools based on contractor recommendations. Contractors shall not install and/or utilize any software or hardware that is not authorized for use by USSOCOM.

3.4. Deployment of Contractors

Contractor staff may be required to travel to OCONUS locations, including war zones.

4.0 Capability or Performance

The Contractor shall provide its management and support services for USSOCOM Headquarters, all Component Sites, TSOCs, and subordinate commands, to include all services as specified in this PWS and the Requirements in Section J Attachment 7 entitled “Roles and Responsibilities”.

The Contractor shall provide direct support to the USSOCOM SITEC ITMO. The ITMO will be responsible for all aspects of managing and governing day-to-day enterprise-wide IT service delivery and supporting the full scope of USSOCOM IT Service Areas. The Contractor shall assist the ITMO in defining, developing, deploying, integrating, monitoring, assessing, and managing all facets of the IT policies, methodologies, processes, and service delivery and support parameters that the ITMO will utilize supporting and managing the strategic and tactical delivery of USSOCOM’s IT Services and in managing the day-to-day service delivery operations management for all third party IT providers. Specific capability needs of the Command in this area are described in the following sections.

4.1. Information Technology Management Office (ITMO)

USSOCOM is establishing a Government lead and staffed ITMO responsible for all aspects of managing, running, and governing the strategic, as well as tactical day-to-day, IT service delivery operations across all in-scope IT Service Areas. A primary responsibility of the ITMO will be management, coordination, integration, and synchronization of all Service Area Providers. The Contractor shall support the Government in establishing, staffing, documenting, and maintaining the ITMO to obtain a level of operational performance that facilitates the ongoing ability to effectively and efficiently deliver the IT services required to establish a reliable, resilient, flexible, and scalable IT environment to support USSOCOM in achieving it enterprise-wide mission goals and objectives.

4.2. ITMO Operations Management Services

The USSOCOM ITMO is responsible for management, integration, and coordination of all facets of service delivery and service support for all of USSOCOM's IT infrastructure and application service environments across all IT Service Areas.

The ITMO management responsibilities encompass the following activities, details of which are provided in Paragraph 10 of this PWS.

1. SIE Service Area Transition Management and Ongoing Support Services

· 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. 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

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

4. Service Change 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

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

6. Continual Service Improvement Management Support

7. Information Assurance Coordination Services

USSOCOM considers these processes and functions to be essential services that shall be applicable to all IT Service Areas (i.e., "cross-functional services"), which must be uniformly implemented, applied, and managed enterprise-wide and within all 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.).

4.3. IT Service Management Responsibilities

The Contractor shall provide the ITMO support for the establishment, staffing, and maintenance of a service management team structure that aligns with the Command’s internal IT management requirements. The Relationship Management team and processes shall include key senior representatives from both the Contractor and USSOCOM that will perform the following tasks as outlined in the PWS and Section J, Attachment 7 entitled “Roles and Responsibilities.”

1. Determine and protect the on-going mission interests of USSOCOM

2. Dedicate time and resources to make the SITEC relationship a success

3. Support USSOCOM strategic and tactical planning processes for in-scope IT Services, including ensuring consistent IT linkage and alignment to overall mission objectives and technology standards and architectures

4. Support USSOCOM ITMO in the day-to-day operations management of service design, service change, service operations, and continual service improvement across the USSOCOM enterprise as defined in this PWS.

5. Support USSOCOM ITMO in the operations integration and management of the service delivery of all individual USSOCOM IT service providers as defined in Section 10 of this PWS

6. Monitor and measure the performance metrics, including contracted service level agreements (SLAs), operating level agreements (OLAs), and Associate Contractor Agreements (ACAs)

4.4. Service Delivery Manager

The Contractor shall identify at least one team member to serve as a service delivery manager for each of the IT Service Areas it is responsible for managing. The Contractor’s service delivery managers shall coordinate and manage the day-to-day operational relationships, resource utilization, and service delivery activities between all IT Service Area service providers and the USSOCOM enterprise relating to mission support for technology service delivery and information to optimize service delivery and minimize service disruptions, and facilitate resolution of disputes and service delivery issues that may arise between the IT service area providers.

4.5. Management Functions

When requested by the Government, the 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 individuals will meet with the ITMO to develop and make recommendations on potential courses of action, and develop plans to address any course of action that the Government may approve.

4.6. Service Desk

The Contractor shall operate the USSOCOM Service Desk. The Service Desk shall be the single point of contact between the end user and the USSOCOM IT service area providers. The Government has defined three levels of service for performance:

1. Bronze – Standard service level requirement related to IT support services for all users or assets

2. Silver – Above standard service level requirement related to IT support services for select users or assets

3. Gold – Premium service level requirement related to IT support services for select users or assets

The Service Desk shall handle all incoming IT related service issues (e.g. incidents, problems, service requests). The Contractor shall:

1. Receive and record all requests for support from end users

2. Perform an initial assessment of the support request to determine if it: (a) pertains to a service degradation or failure of the end user’s IT infrastructure or applications (an Incident), (b) is a request for assistance in answering a “How To” question on usage of standard end-user equipment or software, or (c) is for an install, move, add, or change (IMAC) in the end user’s current IT environment

3. Provide answers to all end-user “How To” questions

4. Perform an initial diagnosis of all support requests involving an incident and resolve incidents while in contact with the end user and/or escalate unresolved incidents to the appropriate 2nd level support group, based on the SLAs provided in Section J Attachment 2 entitled “Performance Measurement.” Support levels are defined as follows:

· “Level 1” support means a level of support where routine or simple problems and incidents are resolved by the Contractor Service Desk Personnel, and where more-complex problems and incidents are assigned to Level 2 or Level 3 support personnel for Resolution.

· “Level 2” support means a level of support to manage unresolved or complex problems or incidents transferred from Level 1 staff and escalated to Service Area Provider analysts and support staff (may include USSOCOM personnel where applicable) with higher level technical skills or specialized expertise to resolve such problems of incidents.

· “Level 3” support means a level of support to manage unresolved or complex problems or incidents transferred from Level 2 staff requiring Service Area Provider analysts and support staff who have higher level technical skills or specialized expertise than Level 1, or Level 2 staff to resolve such problems or incidents.

5. Determine the nature of the IMAC service request and forward the request to the appropriate service request fulfillment group within USSOCOM

6. Monitor and track the resolution status of all unresolved, escalated incidents according to service levels as defined in Section J, Attachment 2 (Performance Measurement)

7. Monitor and track the status of all open, unfulfilled IMAC service requests

8. Keep end users informed on status and progress of all unresolved incidents and unfulfilled service requests through to final resolution / fulfillment completion

9. Proactively inform users regarding known overall problems (e.g. “hot news”) according to the priorities and categorizations via appropriate media-channels

The Contractor shall be responsible for the complete incident lifecycle from time of receipt of an end-user incident or request through ticket closure, incident resolution, and/or request fulfillment. The Contractor shall be responsible for answering, logging, performing an initial diagnosis, monitoring, tracking, and escalating (if necessary) all end-user incident and service requests in the case of incidents routed to the 2nd and / or 3rd level support, standard request. The Contractor shall incorporate the features of a standard help desk into the Service Desk; but also address the broader issue of managing service and support requests to improve the operational efficiency and quality of service of the USSOCOM’s service delivery organization. Through the Service Desk, the Contractor shall be responsible for managing, tracking, and coordinating the problem management process and working with the various IT service providers to develop, verify, and implement approved system changes for the purpose of building a more predictive service-and-support delivery organization.

4.7. IT Service Areas

The USSOCOM ITMO (with Contractor support) will be responsible for all aspects of managing and integrating day-to-day enterprise-wide IT service delivery across all SIE IT Service Areas, which includes the following IT services:

1. Data Center Management Services

2. Enterprise Network Management Services

3. Desktop and Distributed Computing Management Services

4. Application Management Services

5. Specialty Support Services

6. C4I Production Support Services

Support for each of these service areas will be obtained through individual contracts issued by USSOCOM. The USSOCOM ITMO, with support from the Contractor, will be responsible for day-to-day management of the IT Service Area Providers.

The Government may award contracts for the following services in support of the USSOCOM SIE:

1. Data Center Management Services

2. Distributed and desktop support for SITEC end user computing devices;

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

4. Applications Management services for application development and maintenance

5. Production Services for designing and building customized integrated computing and communications system

6. SIE asset inventory audits;

7. USSOCOM customer community communications, marketing, and outreach services;

8. Independent verification and validation (IV&V) and quality assurance activities; and

9. Additional ITMO management or project support

5.0 Contract Objectives

The objectives of this contract are to enter into an agreement with an IT services management partner to assist and support USSOCOM in defining, documenting, implementing and managing an Information Technology Management Office (ITMO) that will manage the strategic and tactical operations of USSOCOM enterprise-wide IT service delivery that will meet specific objectives identified below.

5.1. Efficient and Cost Effective Operations

Enable efficient and cost-effective operations and maintenance of the current USSOCOM platform to:

1. Ensure continual improvement in customer satisfaction and technical performance;

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

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

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

5.2. Service Delivery and Management Collaboration

Provide for Contractor execution of mature Service Delivery and Service Management processes in close collaboration with the USSOCOM ITMO to:

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

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

3. 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

4. Enable the evolution from a single Contractor-maintained SIE to a “best-in-class,” secure, interoperable, scalable, and well-integrated ITMO managed SIE:

a. Without unplanned loss of capability and without negative impact on performance

b. With full support of and compliance with DoD components and DoD's Joint Interagency, USSOCOM, and Multinational Mission partners

5. Maximize component re-use and leverage open standards to achieve maximum interoperability

5.3. Provide End-User Centric Delivery

Provide a service management environment that enables a superior end-user service delivery experience that will enable the ITMO to:

1. Establish and implement a 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

2. 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.)

3. Achieve customer-focused service delivery performance targets that align the Contractor’s services to USSOCOM’s mission support requirements and needs

6.0 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 Non-Secure Internet Protocol Router Network (NIPRNet), Secret Internet Protocol Router Network (SIPRNet), the Joint Worldwide Intelligence Communications System (JWICS). USSOCOM may also use communications platforms not currently identified or defined.

7.0 Equipment

Government will furnish office equipment (computers, desks, facsimile machines, copy machines, telephones) for contractor personnel performing under the contract in Government facilities.

8.0 IT Service Management (ITSM) Requirements

The Contractor shall provide the ITMO support services to USSOCOM in accordance with the ITMSP requirements specified in this PWS.

8.1. Scope of Coverage

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

Unless otherwise stated in this PWS, the 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 week-end, and non-standard operating hours.

The Contractor shall support the entire USSOCOM IT user community, including all government, civilian, contractor, and consultant personnel then currently 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 Contractor shall provide regarding the support requirements in this PWS are specified in Section J Attachment 7 entitled “Roles and Responsibilities”.

8.2. Provision of Hardware and Software

The Contractor shall utilize the hardware and software provided by USSOCOM to manage delivery of all services, including Service Desk application software.

The Contractor shall recommend hardware and software acquisitions to improve the SOF 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.

9.0 ITMO Establishment / Transition Management Support Services

Task Overview

The Contractor shall provide Management and Transition Support Services, to establish an ITMO.

The 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 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 Contractor shall transition SIE functions, services, and system administration without causing any disruption to operations or customer service.

This task includes management support, transition planning, transition execution, post-transition stabilization, and end-of-contract transition-out planning services.

The 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.

9.1. ITMO Transition Management Services

The contactor 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 above in Pargraph 5.0, Contract Objectives.

9.2. ITMO Transition Planning Services

The Contractor shall provide a Transition Plan to identify, define, plan, document, schedule, and manage all of the activities and tasks required to establish, staff, train, implement, stabilize, and manage deployment of the USSOCOM Information Technology Management Office (ITMO). (CDRL XXXX)

The plan shall include:

6. 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

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

8. 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 XXXX)

9. 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

10. 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 Contractor

11. Staffing matrix with all roles and responsibilities

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

13. 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

9.3. ITMO Transition Execution Services

The Contractor shall provide Transition Execution Services work as defined in the approved Transition Plan (CDRL XXXX) and this PWS to successfully execute, manage, and establish all aspects of the ITMO. In performing the Transition Execution Services, the Contractor shall:

14. Provide trained and certified personnel to execute the approved ITMO organization and plan

15. Identify the requisite ITMO performance management measurement frameworks, methodologies, criteria, and all related management policies, processes, procedures, and reporting mechanisms

16. Prepare and deliver weekly implementation status reports and will schedule and conduct regularly scheduled review meetings (CDRL XXXX)

17. Implement, configure, tune, and test of all newly-deployed ITMO management tools

18. Identify and report any issue or risk that will…