Attachment 2 - Enterprise Network Services Performance Measurement

H92222-10-R-0032

Attachment 2: Enterprise Network Services Management Performance

Measurement

30 August 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 entitled “Contract Incentives.” Common SLAs are independently evaluated SLAs that are in multiple contracts. Shared SLAs are SLAs that are in multiple contracts but are collectively evaluated to measure a service from end-to-end. Specific SLAs are unique to that contract.

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 B of this document.

Transition-In Acceptance and SLA Performance

Commencement

Transition-In will be deemed to be completed as of the first business day immediately following the service transition completion date as specified in the Transition Project Plan, provided that the ITMO provides written notice of acceptance of transition-in completion (“Service Acceptance Date”). As of the Service Acceptance Date, the Contractor shall have successfully completed implementation and deployment of all required Transition Project Plan activities to USSOCOM’s satisfaction, including all service delivery processes, procedures, security controls, management tools, and related documentation as specified in the PWS.

The Contractor shall also have all service management resources and support services in place and in full compliance with the PWS operational requirements.

Commencing as of the Service Acceptance Date, the measurement and reporting of the Contractor’s performance will become effective in accordance with the Service Management Performance Measurement criteria as specified in Attachment 2 for the purposes of tracking Contractor’s eligibility to receive term and cash incentives defined in section H clause entitled “Contract Incentives.”

In the event that the Contractor fails to achieve Transition-In Completion by the Transition-In Completion Date specified in the Transition Project Plan approved by USSOCOM, then the Contractor shall have a maximum of thirty (30) successive calendar days from the Transition- In Completion Date to finish all outstanding transition activities and deliverables to USSOCOM’s satisfaction, at which point Transition-In Completion will be deemed to have occurred for the purposes of Service Level Management Performance Measurement.

Priority Levels and IT Response Requirements

In providing its respective IT services, the Enterprise Networks Contractor shall manage service delivery and perform its services in accordance with the prioritization schema and incident response requirements as specified in Appendix C - Priority Level Definitions and Appendix D - IT Response Requirements by Priority.

Appendix A: Enterprise Networks Contractor Performance

Requirements

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

Table 1: Enterprise Networks Service Level Agreeme nt (SLA) Summary

Service Area Task Area SLA

Number Shared Targets SLA Name Applicable CLINs

Service Area Task Area SLA

Number Shared Targets SLA Name Applicable CLINs

E nterprise N etw orks

Management B-1.1 Shared Service Improvement Plan (SIP)

1001, 1002, 1003, 1004, 1005, 1006, 1007, 1008, 1009, 1010, 2001, 2002, 2003, 2004, 2005, 2006, 2007, 2008, 2009, 2010, 3001, 2002, 3003, 3004, 3005, 3006, 3007, 3008, 3009, 3010, 4001, 4002, 4003, 4004, 4005, 4006, 4007, 4008, 4009, 4010, 5001, 5002, 5003, 5004, 5005, 5006, 5007, 5008, 5009, 5010

B-1.2 Shared Performance Management Satisfaction Rate

1001, 1002, 1003, 1004, 1005, 1006, 1007, 1008, 1009, 1010, 2001, 2002, 2003, 2004, 2005, 2006, 2007, 2008, 2009, 2010, 3001, 2002, 3003, 3004, 3005, 3006, 3007, 3008, 3009, 3010, 4001, 4002, 4003, 4004, 4005, 4006, 4007, 4008, 4009, 4010, 5001, 5002, 5003, 5004, 5005, 5006, 5007, 5008, 5009, 5010

IT Service Integration & Delivery Performance Management

B-2.1 Shared Configuration, Asset, and Reported Accuracy

1001, 1002, 1003, 1004, 1005, 1006, 1007, 1008, 1009, 1010, 2001, 2002, 2003, 2004, 2005, 2006, 2007, 2008, 2009, 2010, 3001, 2002, 3003, 3004, 3005, 3006, 3007, 3008, 3009, 3010, 4001, 4002, 4003, 4004, 4005, 4006, 4007, 4008, 4009, 4010, 5001, 5002, 5003, 5004, 5005, 5006, 5007, 5008, 5009, 5010

Number Shared Targets SLA Name Applicable CLINs

B-2.2 Shared Changes and Releases Without Incident

1001, 1002, 1003, 1004, 1005, 1006, 1007, 1008, 1009, 1010, 2001, 2002, 2003, 2004, 2005, 2006, 2007, 2008, 2009, 2010, 3001, 2002, 3003, 3004, 3005, 3006, 3007, 3008, 3009, 3010, 4001, 4002, 4003, 4004, 4005, 4006, 4007, 4008, 4009, 4010, 5001, 5002, 5003, 5004, 5005, 5006, 5007, 5008, 5009, 5010

B-2.3 Area Specific

Supporting Agreements 1001, 1002, 1003, 1004, 1005, 1006, 1007, 1008, 1009, 1010, 2001, 2002, 2003, 2004, 2005, 2006, 2007, 2008, 2009, 2010, 3001, 2002, 3003, 3004, 3005, 3006, 3007, 3008, 3009, 3010, 4001, 4002, 4003, 4004, 4005, 4006, 4007, 4008, 4009, 4010, 5001, 5002, 5003, 5004, 5005, 5006, 5007, 5008, 5009, 5010

Change Management

B-3.1 Shared Release and Change Requestor Satisfaction

1001, 1002, 1003, 1004, 1005, 1006, 1007, 1008, 1009, 1010, 2001, 2002, 2003, 2004, 2005, 2006, 2007, 2008, 2009, 2010, 3001, 2002, 3003, 3004, 3005, 3006, 3007, 3008, 3009, 3010, 4001, 4002, 4003, 4004, 4005, 4006, 4007, 4008, 4009, 4010, 5001, 5002, 5003, 5004, Number Shared Targets SLA Name Applicable CLINs

Service Operations for Enterprise Networks

B-4.1 Shared Overall ITSM Delivery – Accountability for Ticket Ownership

1001, 1002, 1003, 1004, 1005, 1006, 1007, 1008, 1009, 1010, 2001, 2002, 2003, 2004, 2005, 2006, 2007, 2008, 2009, 2010, 3001, 2002, 3003, 3004, 3005, 3006, 3007, 3008, 3009, 3010, 4001, 4002, 4003, 4004, 4005, 4006, 4007, 4008, 4009, 4010, 5001, 5002, 5003, 5004, 5005, 5006, 5007, 5008, 5009, 5010

B-4.2 Common Event Management – Monitoring Threshold Effectiveness

1001, 1002, 1003, 1004, 1005, 1006, 1007, 1008, 1009, 1010, 2001, 2002, 2003, 2004, 2005, 2006, 2007, 2008, 2009, 2010, 3001, 2002, 3003, 3004, 3005, 3006, 3007, 3008, 3009, 3010, 4001, 4002, 4003, 4004, 4005, 4006, 4007, 4008, 4009, 4010, 5001, 5002, 5003, 5004, 5005, 5006, 5007, 5008, 5009, 5010

Enterprise Networks, Data, Voice, and Video

B-5.1 Area Specific

Capacity Management 1001, 1002, 1003, 1004, 1005, 1006, 1007, 1008, 1009, 1010, 2001, 2002, 2003, 2004, 2005, 2006, 2007, 2008, 2009, 2010, 3001, 2002, 3003, 3004, 3005, 3006, 3007, 3008, 3009, 3010, 4001, 4002, 4003, 4004, 4005, 4006, 4007, 4008, 4009, 4010, 5001, 5002, 5003, 5004, Number Shared Targets SLA Name Applicable CLINs

B-5.2 Shared Security Incident Alert Response

1001, 1002, 1003, 1004, 1005, 1006, 1007, 1008, 1009, 1010, 2001, 2002, 2003, 2004, 2005, 2006, 2007, 2008, 2009, 2010, 3001, 2002, 3003, 3004, 3005, 3006, 3007, 3008, 3009, 3010, 4001, 4002, 4003, 4004, 4005, 4006, 4007, 4008, 4009, 4010, 5001, 5002, 5003, 5004, 5005, 5006, 5007, 5008, 5009, 5010

B-5.3 Network Availability – for data, voice, and video

1001, 1002, 1003, 1004, 1005, 1006, 1007, 1008, 1009, 1010, 2001, 2002, 2003, 2004, 2005, 2006, 2007, 2008, 2009, 2010, 3001, 2002, 3003, 3004, 3005, 3006, 3007, 3008, 3009, 3010, 4001, 4002, 4003, 4004, 4005, 4006, 4007, 4008, 4009, 4010, 5001, 5002, 5003, 5004, 5005, 5006, 5007, 5008, 5009, 5010

B-5.4 Voice / Video Failover 1001, 1002, 1003, 1004, 1005, 1006, 1007, 1008, 1009, 2001, 2002, 2003, 2004, 2005, 2006, 2007, 2008, 2009, 3001, 2002, 3003, 3004, 3005, 3006, 3007, 3008, 3009, 4001, 4002, 4003, 4004, 4005, 4006, 4007, 4008, 4009, 5001, 5002, 5003, 5004, B-1.0 Detailed Enterprise Networks Service Level A greements

B-1.1 Enterprise Networks / Management – Service Im provement Plan

1. SLA SUMMARY

1A. TASK AREA Management 1B. PERFORMANCE

CATEGORY

Quality

1C. SLA # 1.1 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 IT Service Provider 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.”

B-1.2 Enterprise Networks / Management –Performance Management Satisfaction Rate

1A. TASK AREA Management 1B. PERFORMANCE

CATEGORY

Quality

1C. SLA # 1.2 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.

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 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 measurement interval and ends at 24:00 on the last day of the measurement interval.

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 (contractors cannot participate) from USSOCOM HQ, AFSOC, NAVSOC, USASOC, MARSOC, JSOC, 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

B-2.0 IT Service Integration and Delivery Performan ce Management

B-2.1 IT Service Integration and Delivery Performan ce Management – Configuration, Asset, and Reported Accuracy

1A. TASK

AREA

IT Service Integration and Delivery Performance Management

1B. PERFORMANCE

CATEGORY

Quality

1C. SLA # 2.1 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 Enterprise Networks Contractor configuration and asset accuracy reporting. The ITSM Contractor will review the accuracy of Enterprise Networks Contractor managed configurations and assets using reconciliation and physical inventory. The ITMO will develop and assign SIP actions to the ITSM Contractor if accuracy of reporting falls below the minimum accuracy used in this SLA or to the Enterprise Networks Service Area provider if relevant 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.

IT

Provider

Year 1 After Initial Baseline Year 2 After Initial

Baseline

Beyond Year 2 After Initial Baseline

Enterprise Networks

<=15% CI

inaccuracy

<=10% CI

inaccuracy <=2% CI inaccuracy

<=15% asset inaccuracy

<=10% asset inaccuracy

<=2% asset inaccuracy

4C. MINIMUM

ACCEPTABLE

The following minimums are for each IT service provider managed service area once baselines

Provider

Year 1 After Initial Baseline

Year 2 After Initial Baseline

Beyond Year 2 After Initial Baseline

Enterprise Networks

<=15% CI

inaccuracy

<=10% CI

inaccuracy

<=5% CI

inaccuracy

<=15% asset inaccuracy

<=10% asset inaccuracy

<=5% 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

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 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.

All contractors should be aware of the targets and minimums that are being established across service areas. These targets take into account the maturity and ability to capture configuration and asset information by area. These targets and minimums are:

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.

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

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

The following minimums are for each IT service provider managed service area once baselines

Provider

Year 1 After Initial Baseline

Year 2 After Initial Baseline

Beyond Year 2 After Initial Baseline

ITSM

Contrac tor

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

B-2.2 IT Service Integration and Delivery Performan ce Management – Changes and Releases Without Incidents

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

1B. PERFORMANCE

CATEGORY

Quality

1C. SLA # 2.2 1D. SLA NAME Changes and Releases 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 Priority #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 monthly.

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.

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 Priority 1 or Priority 2 Incident.

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

4D. DEFINITIONS None.

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.

B-2.3 IT Service Integration and Delivery Performan ce Management – Supporting Agreements

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

1B. PERFORMANCE

CATEGORY

Quality

1C. SLA # 2.3 1D. SLA NAME Supporting Agreements

2. SLA OVERVIEW

2A. SLA DESCRIPTION All SITEC IT Service Area providers, including the Enterprise Networks Contractor, must establish, maintain, and update written service integration support and collaboration agreements, which are acceptable to the Government, between and among all other SITEC IT Service Area providers that incorporate mutual collaboration and cooperation assistance commitments supporting each provider’s SLAs. All SITEC IT Service Area providers, including the Enterprise Networks Contractor, must have agreements in place as a transition completion requirement, with the original filed with the ITMO. The ITSM Contractor will monitor and manage the collective IT Service Area providers’ compliance with these agreements and to immediately escalate any non-compliance and disputes to the ITMO. All SITEC IT Service Area providers, including the Enterprise Networks 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.

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 Enterprise Networks Contractor compliance with SLA attainment covering the status and effectiveness each IT Service Area providers’ 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 For the Enterprise Networks Contractor - % of SLA agreements that have required contractor 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 required contractor 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 required contractor 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.

B-3.0 Enterprise Networks Change Management

B-3.1: Release and Change Requestor Satisfaction

1A. TASK AREA Change Management 1B. PERFORMANCE

CATEGORY

Satisfaction

1C. SLA # 3.1 1D. SLA NAME Release and Change Requestor Satisfaction

2. SLA OVERVIEW

2A. SLA DESCRIPTION Changes and releases must be introduced into the infrastructure without service disruption through proper planning, design, development, testing, and communication / coordination on time, on budget, and with expected quality.

The percentage of releases and independent changes implemented to services which met the customer’s agreed requirements (e.g., quality/cost/time) expressed as a percentage of all releases and independent changes – not part of a release.

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

Change records will have a requestor satisfaction survey requirement added to BMC Change Records that will be initiated prior to change record closure.

Release management actual records will be compared to the most recent estimated schedule information from change records, forward schedule of change, and incident records will be queried for quality and defects associated with the CIs that are part of the change or release.

3D. METHOD OF SURVEILLANCE Periodic Inspection . The percentage of releases and independent changes implemented to services which met the customer’s agreed requirements (e.g., quality/cost/time) expressed as a percentage of all releases and independent changes – not part of a release.

Surveys will be generated based on sampling criteria when a release or change is closed in BMC. Survey responses will be tabulated to determine overall satisfaction with the change or release 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 total number of the releases and independent changes that met requestor’s quality, cost, and time as documented in the change request divided by the total number of releases and independent changes. Change records should reflect current requestor expectations for comparison to actual achievements.

4B. TARGET CRITERIA Releases and independent changes should be on time, budget, and without defect as required by requestor as reflected by the most recent agreed targets indicated in change requests. This is reported as part of the criteria for satisfaction. At least 85% or greater of all survey respondents should be Satisfied, More Than Satisfied, or Very Satisfied for SLA attainment.

4C. MINIMUM ACCEPTABLE At least 75% or greater of all survey respondents should be Satisfied, More Than Satisfied, or Very Satisfied for SLA attainment.

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 includes the percentage of releases and independent changes implemented to services which met the customer’s agreed requirements (e.g., quality/cost/time) expressed as a percentage of all releases and independent changes – not part of a release. It is acceptable for the requestor and service area providers to reset expectations within the change request, but these must be formally communicated, mutually agreed upon, documented as part of the change request, and if necessary the change request may need to be reapproved as indicated by USSOCOM directive for allowable project slippages.

A-4.0 Service Operations for Enterprise Networks

B-4.1 IT Service Operations for Enterprise Networks – Accountability for Ticket

Ownership

1A. TASK AREA IT Service Operations for Enterprise Networks

1B. PERFORMANCE

CATEGORY

Timeliness

1C. SLA # 4.1 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 priority and priority for service interactions (see Appendix C: Priority Level Definitions and Appendix D: IT Response Requirements by Priority).

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:

a) Incidents

b) Problems

c) Changes

d) Security Patch Deployment (by Security and Applications)

e) Service Requests

f) IMACS

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 1 month period:

This equation can be described as the total number of service interactions for which acceptance of dispatch, completion/ response of activity, or completion of required ticket status occurred during service delivery. This is calculated by taking the Total SLA Compliant Interactions divided by Total Service Interactions to arrive at the ratio of Active Ticket Ownership interactions. This ratio is multiplied by 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%= (Y / Z) *100

Where:

X = Percentage of Active Ticket Ownership interactions

Y = Total Compliant Service Interactions.

Z= Total Service 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 Total Service Interactions = Total Number of Incident taskings dispatched

+ total number of change related taskings assigned, + total number of problems and related taskings dispatched, + total number of project requests taskings routed

+ total service request taskings

+ total Patches tasked

+ total IMACs dispatched

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.

B-4-2: Event Management – Monitoring Threshold Effe ctiveness

1A. TASK AREA Service Operations for Enterprise Networks

1B. PERFORMANCE

CATEGORY

Quality

1C. SLA # 4.2 1D. SLA NAME Event Management – Monitoring Threshold Effectiveness

2. SLA OVERVIEW

2A. SLA DESCRIPTION CI monitoring should be effective and proactive with the appropriate triggers and escalation activities defined within the event window to mitigate potential or threatened SLA breaches.

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

CMDB records for Mission Critical CIs, Incident and Service history for CIs as logged in BMC. SolarWinds reports and monitoring logs.

3D. METHOD OF SURVEILLANCE 100 Percent Inspection . Unique logging actions are counted from when SLAs are breached, trigger actions are tripped, or escalation alerting occurs over a 30 day observation period. Repeat events are discarded to get to the number of monitoring definitions that are performing correctly regardless of the number of occurrences during the 30 day period. This SLA is seeking to measure the effectiveness of the monitoring and not impact of the CI under observation.

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 Total unique mission critical CIs = the total number critical CIs which tripped a trigger action or escalation alert in the past 30 days. This is calculated from the CMDB.

Total unique mission critical CIs that had a SLA breach = the total number of unique mission critical CIs which had SLA breaches in the past 30 days. This is calculated from the CMDB, Incident history, and SolarWinds.

Monitoring Threshold Effectiveness = the total unique mission critical CIs that had a SLA breach divided by total unique mission critical CIs. SLA attainment is when Monitoring Threshold Effectiveness <= target.

4B. TARGET CRITERIA 85% of monitored events should be mitigated proactively through effective escalation and triggered mitigation actions.

4C. MINIMUM ACCEPTABLE 70% of monitored events should be mitigated proactively through effective escalation and triggered mitigation actions.

4D. DEFINITIONS None

5. SLA ADMINISTRATION

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

B-5.0 Enterprise Networks Data, Voice, and Video

B-5-1: Capacity Management

1A. TASK AREA Enterprise Networks, Data, Voice, and Video

1B. PERFORMANCE

CATEGORY

Quality and Timeliness

1C. SLA # 5.1 1D. SLA NAME Capacity Management

2. SLA OVERVIEW

2A. SLA DESCRIPTION Proactive monitoring of network resource utilization during peak usage period to identify consumption trends indicating a capacity threshold that requires increase in system capacity to optimize throughput - tracks elapsed time from point threshold alert to reporting event to USSOCOM.

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 and averaged over a 5-day period.

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

SolarWinds alert logs.

3D. METHOD OF

SURVEILLANCE

100 Percent Inspection - count the number of events where USSOCOM is informed when Sustained Utilization approaches 70% of installed network capacity per path or per circuit.

3E. TIMING OF

MEASUREMENT

Alert log resource utilization statistics are reviewed and recorded daily in a resource capacity data repository following end of peak period.

3F. EXCEPTIONS Field left blank intentionally.

4. SLA MEASUREMENT

4A. CALCULATION Sustained Utilization ≥ 65% = written notification to ITMO.

4B. TARGET CRITERIA 95% - notification provided within 2 business days of event.

4C. MINIMUM ACCEPTABLE 95% - notification provided within 4 business days of event.

4D. DEFINITIONS • Sustained Utilization –when daily Peak Period alert logs indicate average resource utilization at or above a specified percentage for any monitored resource(s) for any consecutive rolling 5-business day period.

• Peak Period - between 0600 – 1800 hours local time of measurement, as well as during any USSOCOM-specified surge periods.

5. SLA ADMINISTRATION

5A. REPORTING

FREQUENCY

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

B-5.2: Security Incident Alert Response

Voice, and Video

1B. PERFORMANCE

CATEGORY

Quality and Timeliness

1C. SLA # 5.2 1D. SLA NAME Security Incident Alert Response

2. SLA OVERVIEW

2A. SLA DESCRIPTION Elapsed Time from alert to analyze and notify USSOCOM of the occurrence of any Priority 1 or Priority 2 incident – includes any type of incident that has a negative impact on service delivery, including any security events.

2B. PERFORMANCE PERIOD This SLA is in effect on a continuous basis without interruption throughout the Contract Period of Performance on a 24x7 basis.

3. SLA METRICS

3A. MEASUREMENT INTERVAL The Measurement Interval is daily.

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

3C. SOURCE OF MEASUREMENT

DATA

Alert and monitoring logs.

3D. METHOD OF SURVEILLANCE 100 Percent Inspection . Review of elapsed time from date/time of alert occurrence to analyze and notification.

3E. TIMING OF MEASUREMENT Measurements are recorded within 4 hours after the Measurement Period ends.

3F. EXCEPTIONS Field left blank intentionally.

4. SLA MEASUREMENT

4A. CALCULATION Time of response minus time of event logged = response time. SLA attainment if response time is ≤ to target criteria.

4B. TARGET CRITERIA 100%; 30 minutes or less response time for incidents with priority 1 or 2 assignments including security incidents that are true and positive security incidents with Priority 1 or 2 assignments.

4C. MINIMUM ACCEPTABLE 99%; 30 minutes or less response time incidents with priority 1 or 2 assignments including security incidents that are for true and positive security incidents with Priority 1 or 2 assignments.

4D. DEFINITIONS None

5. SLA ADMINISTRATION

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

B-5.3: Network Availability

Includes NIPRNet, SIPRNet, and JWICS as well as SCAMPI Nodes networks down to SSEPs and MCUs as well as all network circuits (WAN, MAN, LAN, etc.) and all circuit interconnection devices (routers, firewalls, etc.)

Voice, and Video

1B. PERFORMANCE

CATEGORY

Quality

1C. SLA # 5.3 1D. SLA NAME Network Availability – data, voice, and/or video

2. SLA OVERVIEW

2A. SLA DESCRIPTION Measures the percent of time that the data network is available for normal business operations (less pre-scheduled downtime). Measured based on a per circuit / per circuit type – aggregate average is not acceptable.

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 on a 24 x hour basis, 7 days per week, 365 days per year and reported on a monthly basis for the reporting period.

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

SolarWinds, Network monitoring and logging tools.

3D. METHOD OF

SURVEILLANCE

100 Percent Inspection . Perform logging and electronic monitoring to determine the network’s ability to transmit and receive packets on a per circuit basis.

3E. TIMING OF

MEASUREMENT

Measurements are taken continuously and recorded daily throughout the Measurement Period.

3F. EXCEPTIONS Field left blank intentionally.

4. SLA MEASUREMENT

4A. CALCULATION Availability (%) = 1 � ��/�� � �� �

Where:

n = total outage time for the measurement period t = maximum possible uptime for measurement period p = pre-scheduled downtime for the measurement period

4B. TARGET CRITERIA 99.99% 24x7 – measured and reported per circuit / per circuit type*

*Equates to 59.76 seconds of allowable downtime per circuit per week assuming 168 available hours per week with 2 hours of prescheduled downtime for maintenance.

4C. MINIMUM ACCEPTABLE 99.90% 24x7 – measured and reported per circuit / per circuit type*

*Equates to 9.96 minutes of allowable downtime per circuit per week assuming 168 available hours per week with 2 hours of prescheduled downtime for maintenance.

4D. DEFINITIONS None

5. SLA ADMINISTRATION

5A. REPORTING

FREQUENCY

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

B-5.4: Critical Voice and Video Failover (includes all Video, VTC, and Voice circuits)

Voice, and Video

1B. PERFORMANCE

CATEGORY

Quality

1C. SLA # 5.4 1D. SLA NAME Critical Voice and Video Failover

2. SLA OVERVIEW

2A. SLA DESCRIPTION Video and Voice Failover is the transfer to redundant hardware (failover to secondary/ alternate connectivity path) where architected/ designed.

If any critical link on the USSOCOM network being used for Video, VTC, or Voice becomes unavailable during a Voice or Video transmission, the link will transparently be rerouted on an alternate standby path in less than one (1) second. This SLA applies to traffic on critical video and voice services systems only where redundant/alternate paths have been designed as part of the network architecture.

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 shall be taken and recorded on a daily basis.

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

Probes and event monitoring software (to include Orion SolarWinds, Cisco tools, and others), hardware logs.

3D. METHOD OF

SURVEILLANCE

100 Percent…