Attachment 1 - GSM-ETI SOO Final Draft v10 06-01-2010.doc

HC1028-10-R-2001 - Attachment 1

Global Information Grid Services Management - Engineering, Transition and Implementation (GSM-ETI)

Statement of Objectives (SOO)

01 June, 2010 Global Information Grid (GIG) Services Management (GSM) –

Engineering, Transition and Implementation (GSM-ETI)

Statement of Objectives (SOO)

CONTENTS

Global Information Grid (GIG) Services Management (GSM) – Engineering, Transition and Implementation (GSM-ETI)

Statement of Objectives (SOO)

01 June 2010

1 BACKGROUND

a. The Global Information Grid (GIG) Services Management (GSM) Acquisition of Services (AoS) is a United States (U.S.) Government program chartered to provide support to the Defense Information System Network (DISN) and associated networking capabilities. The Defense Information Systems Agency (DISA) acts as the provider of GIG/DISN services to its customers from U.S. national security organizations. As depicted in Figure 1, the full set of GSM capabilities has been divided into three capability groups, as follows:

· GSM-Operations (GSM-O) capabilities, to be provided by another source

· GSM-Engineering, Transition and Implementation (ETI) capabilities, to be provided by this SOO

· GSM Projects and Support (P&S), capabilities, to be provided by other sources

b. GSM-ETI sources will provide the support necessary to carry out required engineering, transition/implementation, integration, connection approval and IT service management activities, in support of existing DISN networking capabilities. GSM-O sources will provide the support necessary to carry out the day-to-day operations and sustainment of GIG networks and related services. GSM-P&S support capabilities will, in part, perform project work in support of DISA and its customers to deliver a selected set of new capabilities. Deliverables provided under Task Orders as a result of this GSM-ETI SOO become property of the Government and may be used by other contractors that provide support to the GIG/DISN or to any other contractor as deemed necessary by the Government. The results of GSM-ETI actions, and some deliverables from GSM-P&S, when formally accepted by DISA, will be incorporated into the GSM-O networking baseline, to be subsequently operated and maintained by GSM-O.

c. Background information pertaining to DISA and the overall GSM AoS are available in the GFI associated with this SOO.

Figure 1 GSM AoS Scope

2 GOALS

a. DISA seeks ETI support that will help DISA attain the following goals:

(1) Support the DISN and its GIG telecommunications extensions; help DISA support the growing and changing information technology (IT) requirements of the Warfighter with low risk information technology support.

(2) Provide innovative and effective solutions that support functional objectives and reduce overall cost through deliberate, business process reengineering and low risk automation of technologies.

(3) Implement streamlined and repeatable processes by adopting industry best practices, including:

a) Rapid delivery of capabilities and services

b) Exploiting aggressively competitive solutions

c) Implementation of processes and procedures consistent with Information Technology Infrastructure Library (ITIL®) and TeleManagement Forum ™(TMF) Enhanced Telecom Operations Map ® (eTOM) concepts and practices

d) Development of innovative performance-based solutions that incorporate rapid delivery of service, risk balancing, and mission assurance

e) Recommendation, and on approval, implementation of improved methods with clear, meaningful definitions, standards, and processes to support service level management

f) Assisting DISA in the development of the DoD NetOps architecture to include standards, policies, and processes

g) Establishment and implementation of Service Level Agreements (SLAs) tracking, measurement, and enforcement

h) Implementation of metrics to forecast potential weaknesses and to track network performance

i) Implementation of clear and understandable cost estimating mechanisms to help DISA estimate costs effectively, deliver internal support services efficiently, and make informed resource allocation decisions.

b. As an additional goal, DISA is also seeking contractors who are willing to partner with DISA, as well as the GSM-O, GSM-P&S and other contractors supporting the GIG to meet its mission goals. Within this context, the term “partner” should not be read to suggest any formal legal partnership or joint venture between the Contractor, DISA or other contractors. Rather, the partnership will reflect the attributes of an open, collaborative, and customer-oriented professional relationship.

3 SCOPE

a. The functional scope of ETI services includes the following capability areas to support DISA-provided networks and infrastructure on a global basis as further described in paragraph 5:

(1) Management

(2) Telecommunications Network Engineering

(3) Service Transition and Implementation

(4) Integration

(5) Connection Approval

(6) Limited Scope Projects

(7) ITIL-Derived Technical Support

(8) Combatant Command (COCOM) Support

b. The functional capabilities provided by this SOO shall be applied to the engineering and sustainment of DISA-provided GIG services capabilities where those capabilities are installed and used worldwide. DISA-provided GIG services capabilities requiring support under this SOO are described in two dimensions: network/system entities (e.g. SIPRNET), and the DISA-provided GIG services infrastructure (see definition Appendix A) that comprises, enables and controls the systems.

c. GSM-ETI capabilities shall support, as applicable in each GSM-ETI task order, the following named network/system capabilities:

(1) CENTRIXS Cross Enclave Requirement (CCER)

(2) Customer-controlled (non-DISN) networking capabilities

(3) Data Communications Network (DCN)

(4) Defense Message System (DMS)

(5) Defense Red Switch Network (DRSN including Voice over Secure Internet Protocol (IP) (VoSIP) (DISA managed portion only)

(6) Defense Research and Engineering Network (DREN)

(7) Defense Switched Network (DSN) Voice over IP (VoIP) on DISA supported IP based networking services (DISA managed portion only)

(8) Designated DISN Transport capabilities (circuits) (excluding leased circuits)

(9) DISN Enhanced Mobile Satellite Services (EMSS)

(10) DISN encrypted traffic (if necessary)

(11) DISN Leading Edge Services (DISN-LES)

(12) DISN Video Services (DVS)

(13) DoD Messaging Capabilities

(14) Gateway Service Desks (3 regions)

(15) GIG Control Network (GCN)

(16) GSM Operational Support Systems (GSM-OSS) capabilities

(17) Internet Access Point Network (IAPNet)

(18) IP Converged Solution Support—Everything over IP (EoIP) Evolution

(19) Leased transport circuits (via DATS and other sources)

(20) Nonclassified but Sensitive Internet Protocol Router Network (NIPRNet)

(21) Secret Internet Protocol Router Network (SIPRNet)

(22) Secure Mobile Environment Personal Electronic Device (SME-PED)

(23) Timing and Synchronization (T&S) assets

(24) DISN De-Militarized Zone (DMZ) capabilities for the following:

a) Combined Enterprise Regional Information Exchange System (CENTRIXS) Network DMZ

b) DoD DMZ

c) Federal (FED) DMZ,

d) Globally Reaching Interactive Fully Functional Information Network (Griffin) DMZ

e) Multinational Information Sharing (MNIS) DMZ

f) NIPR DMZ,

g) Releasable (REL) DMZ

h) SIPR DMZ

d. It is the Government’s intent that at any given time during the life of the GSM-ETI contract the technical scope (i.e. the specific network/system capabilities being supported) will be the same for both operations support via the GSM-O contract and complementary enabling engineering support via the GSM-ETI contract. The specific site-by-site networking capabilities to be supported by each GSM-ETI task order will be identified by the GFI data attached to that task order.

e. The Government has developed a set of rules (see Table 1 below) that explain how certain GSM activities are to be allocated to the appropriate contractor. This boundary management protocol is important because a customer request for certain capability modifications or additions can originate within a GSM-O request; based on the protocol, the GSM-O contractor may have to contact the Government to have the work redirected to a GSM-ETI, or other, contractor for action as appropriate. Steps 3, 4, and 5 indicate work that may become ETI work based on the application of the table criteria.

Table 1. GSM Work Allocation Table

GSM Work Assignment/Allocation Table:

Read top to bottom steps 1 – 10 in sequence

GSM-P&S Sources Go to step 2

ETI Sources Go to step 4

ETI Sources Go to step 5

ETI Sources Go to step 6

4 ADMINSTRATIVE REQUIREMENTS

4.1 General Requirements

a. Place of Performance: Performance will be required worldwide as stated in a given Task Order. Generally the place of performance shall be a combination of Contractor-provided facilities and the DISA facility at Ft. Meade, MD per the Base Realignment and Closure (BRAC) act. The use of Contractor facilities requires Government approval. Other work locations within and outside the Continental United States shall be as specified in each Task Order.

b. Alternate Place of Performance – Unforeseen Conditions: Contractor employees may be required to work at home, at another approved activity within the local travel area, or at the Contractor's facility with Government approval, in cases of unforeseen conditions or situations (e.g., pandemic conditions, exercises, etc.). Any Government equipment such as laptops or phones provided to Contractor personnel shall be returned at a time mutually agreeable to both parties. Contracting Officer Representative (COR)/Task Monitor (TM) approval is required. The Contractor shall prepare all deliverables and other contract documentation utilizing Contractor resources. To the extent possible, the Contractor shall use best efforts to provide the same level of support as stated in the SOO. In the event the services are impacted, reduced, compromised, etc., the Contracting Officer or the Contractor may request an equitable adjustment.

c. Functional Requirements: GSM-ETI network support services may be required to be performed on the Government-designated installed networking infrastructure as located in Government-designated sites and facilities. The Contractor shall use the Government’s GSM Operational Support Systems (GSM-OSS) in the performance of ETI support activities.

d. Coordination of Execution Outcomes: The Contractor shall be prepared to coordinate and interact with other GSM contractors, under Government direction, to sustain DISA-provided GIG services capabilities in an integrated manner consistent with the overall background context described in paragraph 1 of this SOO. Of note for the GSM-ETI Contractor, some ETI work will be initiated due to GSM-O actions that cannot be completed without the engagement and support of the ETI Contractor. See paragraph 3e and Table 1 for discussion of GSM work allocation.

e. The Contractor shall comply with all locally directed training, reporting, security, and personnel requirements. These include but are not limited to Personnel Accountability Management (PAM) reporting, security training, and safety training.

f. For overseas locations, the Contractor shall manage all customs processes to include preparing custom documentation and shipping and receiving materials, equipment and parts.

g. Enabling Facilities: As specified by the applicable task order, the Contractor shall provide temporary storage facilities as/when needed to accommodate the receipt and protection of materials being received pending the receipt of further materials, and shall also provide enabling work space as may be needed to accomplish the requirements of the task order.

4.2 Security Requirements

a. Overall Classification Requirements for the work conducted under this SOO are as described in the DD Form 254. Classification level requirements for this work will vary, and for some activities will include up to Top Secret/Sensitive Compartmented Information (TS/SCI). Specific classification level requirements will be detailed within each Task Order.

b. The Contractor shall implement and adhere to security policies and classifications of the networks in accordance with DISA and DoD classification guides. Storage and reporting of information shall be in accordance with the classification guides. The Contractor shall minimize security incidents and “spillage.”

c. The Contractor shall establish and implement security aspects of the contract execution environment (i.e. policies, procedures, standards, resources, controls, and outcomes to include applicable verification testing) that are compliant, effective, and reliable in the areas of personnel security (for clearances and access), information security and assurance, and physical security and protection of facilities and infrastructure.

4.3 Technical Constraints

a. The Contractor shall perform the activities described in this SOO in a manner that enables any new action (e.g. a new request, a trouble-induced action, a maintenance action, etc) to be “rolled back” (i.e. to reinstate the network configuration and the operational state from which such action was started) when evidence is received that an action is adversely affecting the stability of the network.

b. The Contractor shall cease all actions on network support upon Government direction of a network “freeze” condition (see Appendix A for definition).

c. Completed installations shall meet or exceed Government provided standards or industry best practices where approved by the Government. As a minimum performance standards shall be in accordance with applicable DISA SLAs.

d. Individual task orders may include additional constraints specific to the work performed.

e. Designs shall be in concert with GFI DISA-provided GIG services architectures and topologies through the life of the contract.

f. Operational Support agreements with telecommunications, server, and services developers remain in effect and shall be used for technician dispatch for faults that are identified in elements of the DISA-provided GIG services that are not under direct vendor control.

g. All changes shall conform to DISA approved Change Management processes and be approved by DISA Change Advisory Board.

h. Engineering thresholds shall be met as defined or approved by the Government to ensure sufficient spare capacity exists to answer short-term future needs and to avoid degradation of performance of the link or nodal resource.

i. Configuration changes shall be coordinated with DISA’s customer(s) and the Designated Accreditation Authority (DAA).

j. All designs for implementation shall include Risk Mitigation planning and are subject to Government review and approval prior to implementation.

k. The Contractor shall provide equipment incidental to the execution of a task order. The Government shall approve the procurement of such equipment prior to its procurement. Such equipment shall become Government property if/when installed in the DISA-provided GIG services infrastructure. The Government may, at its discretion, use various other sources, including separate contract sources, for the procurement of equipment to be installed; in such situations the equipment shall be managed as Government property.

l. Major items of telecommunications/IT equipment and associated integral components will be procured and provided by the Government in accordance with the DISA Acquisition Strategy and provided to the Contractor for installation/implementation/ transition according to the task order.

m. Equipment installed at DISA-provided GIG services interface points shall comply with existing DISA-provided GIG services architecture, GSM-OSS, and Authority to Operate (ATO). This shall not restrict how the service external to the DISA-provided GIG services -owned components is performed (vendor cloud). Equipment and software installed on the DISA-provided GIG services side of the extended demarcation point shall become Government property.

n. Equipment used to support the DISA-provided GIG services shall comply with the DISN Approved Products List (APL) or be approved by the DISN Change Advisory Board (CAB).

o. Contractor shall use GFE Trouble Management System (TMS) to document S/A actions.

4.4 Definitions: Appendix A provides definitions which shall be applicable to all task order work under this SOO.

4.5 Directives and Instructions: Appendix B provides directives and instructions which shall be applicable to the GSM-ETI effort and are included as constraints in this effort. The SOO provides the Contractor with flexibility to conceive and propose innovative approaches and solutions. However, in some cases, there may be constraints that the Government must place on those solutions.

4.6 Performance Levels and Standards: Each task order will cite the specific Acceptable Levels of Performance (APLs) that apply to the requirements of that task order.

4.7 Deliverables: Appendix C provides a list of the Contract Data Requirements List (CDRL) deliverables associated with SOO requirements. Each SOO requirement cites the applicable CDRLs from Appendix C. Each task order will cite the specific CDRLs that apply to the requirements of that task order.

5 TASK AREAS

GSM-ETI objectives are encompassed within the following Task Areas. With the exception of the Management task, required capabilities are described by use of ITIL® framework terms, where applicable, to encourage their use in the execution of task work. ITIL® definitions and concepts are readily available from public online resources (see definition in Appendix A).

5.1 Management

5.1.1 Reports and Controls:

a. The Contractor shall provide, at minimum, the following types of reporting controls:

(1) The Contractor shall provide a Technical Management Work Plan providing appropriate details of the work to be done to accomplish the task order objectives, to include staffing, schedules, logistics, security, and similar arrangements needed to enable, support, and execute the work of the tasks described in this TO.

(2) The Contractor shall prepare and present a Quarterly Program Review following a Contractor’s recommended process and presentation template.

(3) The Contractor shall prepare and present a Quarterly Fiscal Review whose content covers all invoice data for the period as well as issues identified from previous reviews.

(4) The Contractor shall prepare and provide an Invoice Supporting Data Spreadsheet whose content and design have been approved by the Government; the intent is to provide supplementary data for Government analysis that shows how the summary data presented in the formal invoice format were derived.

b. Deliverables (CDRLs) resulting from this work are as follows:

A001 Technical Management Work Plan

A002 Quarterly Program Review

A003 Quarterly Fiscal Review

A004 Invoice Supporting Data Spreadsheet

5.1.2 Cost Management and Reporting:

a. A Government objective for effective DISA-provided GIG services management is to provide seamless and efficient processes for integrating all costs of services due to GSM-ETI efforts to allow an accurate allocation of those costs to users, to support improved accuracy, and to promote a reduction in the costs of support services over time. The Contractor shall maintain accurate records of the costs of services provided for each task order. In managing costs for services, the following constraints shall apply:

· The Contractor’s invoicing procedures shall include prompt payment discounts and penalties for late billing outside the 30-day period.

· The Contractor shall provide activity based cost reports provided Quarterly within 30 days after the end of each Calendar Quarter with all costs accurately applied to cost drivers and cost elements for reportable systems.

b. Deliverables (CDRLs) resulting from this work are as follows:

A005 Activity Based Cost Report

5.2 Telecommunications Network Engineering

a. The Contractor shall provide network acquisition engineering support, architectural engineering, network planning & engineering, testing and evaluation, system integration testing & acceptance of advanced technologies, design assessments, analysis & prototyping, and resident engineering support. Where applicable, the Contractor shall consider the application of ITIL®-related concepts and processes (see paragraph 5.7) to clarify and improve the outcomes of task work.

b. Deliverables (CDRLs) resulting from this work are as follows:

A006 Customer Requirements and Solution Proposal

A007 Technical Design Documentation

A008 Test Management Plan

A009 Implementation Plan

A010 Test Report

A011 Site Survey Data and Report

A012 As-built Drawing Updates

A013 Site Equipment Installation Plan and Bills of Materials (BOM)

A014 Site Installation Checklist and Test Reports

A015 Completion Reports

A016 DPAS Data Entry

5.2.1 Engineering Analysis and Design

The Contractor shall provide engineering support for network analysis and design, systems engineering planning and development support to problem management, subject matter expertise, network capability analysis, testing, and support of theater unique network toolsets. Deliverables (CDRLs) resulting from this work are as follows:

A017 Network Capacity Analysis Report

A018 Capacity Plan

A019 Network/System Performance Analysis Report

A020 Network/System Design and Implementation Plan

A021 Problem Management/Root-Cause Identification Report

A022 Monthly Problem Review

A023 Change Management Request A062 Business Case Analysis and Recommendations

A063 Analysis of Alternatives

A064 Transition Plan

A065 Transition Results Report

5.2.2 Technical Research and Development (TRD)

The Contractor shall provide systems engineering and integration technical engineering leadership to ensure end-to-end integration and support the introduction of innovation to improve cost and performance while meeting customer requirements. This includes cross integration, architecture vision, technical alternative benefit analysis, program optimization, process improvement, requirements allocation, interface control documents (ICD), and interoperability. Deliverables (CDRLs) resulting from this work are as follows:

A024 Technical Analysis Report

A025 Interface Control Documents

A026 Network Technology Evaluation Report

5.2.3 Standards Development and Analysis

The Contractor shall provide and support standards/architecture development, associated technical analysis and implementation. Deliverables (CDRLs) resulting from this work are as follows:

A027 Network Architecture and Engineering Master Plan

A028 Network/Service Performance and Measurement Standards

A029 Network/Service Design and Implementation Standards

A030 Network/Service Security Engineering Standards

A031 Service Level Agreement (SLA) Standards

A032 Operational Level Agreement (OLA) Standards

5.2.4 Modeling and Simulation (M&S)

The Contractor shall support engineering requirements with M&S and analysis. M&S capabilities include, but are not limited to, requirements analysis, modeling and assessments of current and future network designs, capacity planning, traffic statistics collection and analyses, network reliability and performance analyses, operational impact assessments, network optimization, and services performance models and analyses. Deliverables (CDRLs) resulting from this work are as follows:

A019 Network/System Performance Analysis and Report

A033 Network Traffic Analysis and Report

A034 Network/Service Optimization Analysis and Report

5.2.5 Network Security Engineering

The Contractor shall engineer a security environment (i.e. policies, procedures, standards, resources, controls, and outcomes) which may include applicable verification testing that is compliant, effective, and reliable in the areas of personnel security (for clearances and access), information security and assurance, physical security and protection of facilities and infrastructure, security planning, and protection from designated cyber and other threats. Deliverables (CDRLs) resulting from this work are as follows:

A035 Network Security Assessment and Report

A036 Network Security Implementation Plan

5.3 Service Transition and Implementation

The Contractor shall provide service transition and implementation support as described below. Where applicable, the Contractor shall consider the application of ITIL®-related concepts and processes (see paragraph 5.7) to clarify and improve the outcomes of task work. Deliverables (CDRLs) resulting from this work are as follows:

A037 Telecommunication Site Implementation Plan (TSIP)

A038 Manufacture Bill of Materials (MBOM) A039 Installation Bill of Materials (MBOM)

A040 Site Preparation Engineering Package

A041 Implementation Status Report A042 Implementation Project Plan

A043 DISN Implementation Schedule

A044 DISN Service Delivery Status Review Panel Teleconference A045 Site Visit Request Message

A046 Site Upgrade Cost Proposals

A047 Site Preparation/Upgrade In-Progress Status Report

A048 Completion Reports (with detailed circuit engineering diagrams)

A049 Training/Briefing

A050 Delayed Service Report (DSR)

A051 In-Effect Report (IER)

A052 Ready for Use (RFU)

A053 Exception Report (ER)

5.3.1 Networking System Expansion and Technology Refresh

a. The Contractor shall provide integrated telecommunications implementation capabilities for DoD users, and provide the planning, design, engineering, implementation, transition, commissioning and decommissioning for the periodic replacement of DISA-provided GIG services components to ensure continued supportability of the system through indefinite service life.

b. Deliverables (CDRLs) resulting from this work are as follows:

A037 Telecommunication Site Implementation Plan (TSIP)

A038 Manufacture Bill of Materials (MBOM) A039 Installation Bill of Materials (IBOM) A040 Site Preparation Engineering Package

A041 Implementation Status Report

A042 Implementation Project Plan

A043 DISN Implementation Schedule

A044 DISN Service Delivery Status Review Panel Teleconference

A045 Site Visit Request Message

A046 Site Upgrade Cost Proposals

A047 Site Preparation/Upgrade In-Progress Status Report

A048 Completion Reports (with detailed circuit engineering diagrams)

A049 Training/Briefing

A050 Delayed Service Report (DSR)

A051 In-Effect Report (IER)

A052 Ready for Use (RFU)

A053 Exception Report (ER)

A054 Technologies Upgrade Studies and Reports

5.3.2 Networking Facilities Changes

The Contractor shall provide all the changes needed to existing facilities to enable actions to upgrade, adapt, and modernize HVAC, power systems, space planning, rack and cable tray installation and the other changes needed in the facility to support networking activities. Deliverables (CDRLs) resulting from this work are as follows:

A011 Site Survey Data and Report

A012 As-built Drawing Updates

A013 Site Equipment Installation Plan and Bills of Materials (BOM)

A014 Site Installation Checklist and Test Reports

A015 Completion Reports

A016 DPAS Data Entry

A046 Site Upgrade Cost Proposals

A055 Facility Change Request

5.3.3 Circuit/Service/System Deployment and Transition

a. The Contractor shall provide the following types of services:

a) Service Transition, as that function is described in ITIL® sources

b) Circuit/service/network transition

c) Integrated transitioning of existing services to new capabilities

d) Decommissioning/disposal of old equipment

b. Deliverables (CDRLs) resulting from this work are as follows:

A041 Implementation Status Report (weekly and ad hoc)

A042 Implementation Project Plan

A043 DISN Implementation Schedule

A044 DISN Service Delivery Status Review Panel Teleconference (weekly)

A045 Site Visit Request Message

5.3.4 Last Mile Connections

The Contractor shall provide all aspects of completing a connection from a network point of presence to customer designated interface points including terminal equipment/hardware/software installation support, wiring, documentation, site surveys, troubleshooting and repair services, associated engineering, and trenching services for all types of cabling. Deliverables (CDRLs) resulting from this work are as follows:

A011 Site Survey Data and Report

A012 As-built Drawing Updates

A013 Site Equipment Installation Plan and Bills of Materials (BOM)

A014 Site Installation Checklist and Test Reports

A015 Completion Reports

A016 DPAS Data Entry

5.4 Integration Services

The Contractor shall provide integration services as described below. Where applicable, the Contractor shall consider the application of ITIL®-related concepts and processes (see paragraph 5.7) to clarify and improve the outcomes of task work.

5.4.1 Integration Engineering

a. The Contractor shall ensure seamless and efficient transition of all implementation, transition and release, and deployment management services to GSM-O or other Government activities for long term operations and network maintenance.

b. The Contractor shall employ commissioned services to support customer requirements immediately upon Government acceptance of new networks/services, new sites, upgraded equipment, technical refresh, transitioned contracts, and transitioned networks. The Contractor shall perform integration testing with Government-designated contract vendors to support timely Government commissioning that meets customer requirements.

5.4.2 Operational Level Agreement (OLA) Support:

The Contractor shall manage and support OLA processes to ensure the agreements between DISA and internal suppliers/contractors are met, responsibilities are well defined and that the quality of delivered services and products agrees with the customer’s Service Level Agreement (SLA). Deliverables (CDRLs) resulting from this work are as follows:

A056 Monthly OLA Performance Assessment and Report

5.5 Connection Approval Services

a. The Contractor shall recommend for Government approval the criteria and documentation by which local enclaves will be connected to DISA-provided GIG services networks, and the criteria and documentation by which local enclaves will be held accountable for secure configuration.

b. The Contractor shall recommend for Government approval and implement a GIG services Connection Process for all DISA-provided GIG services (data, voice, video, transport, etc.) that satisfies Federal, DoD, Joint Staff, and DISA Information Assurance (IA), interoperability, and connectivity directives.

c. The Contractor shall provide support to risk assessments associated with DISA-provided GIG services cross-domain interconnections and new security technologies. The Contractor shall document risks resulting from the use of the DISA-provided GIG services by commercial infrastructures, foreign nationals, and/or unique applications of known technologies.

d. The Contractor shall provide strategies, approaches, and recommendations for the review, certification, and accreditation of multi-site/-user systems that access the DISA-provided GIG services. The Contractor shall also provide recommendations on use of IP protocols, applications, and data services traversing DoD networks. This includes but is not limited to consideration of the following:

(1) Policy and Management

(2) DoD Information Assurance/Security Accreditation Working Group (DSAWG)

(3) Connection Approval Offices (both Classified and unclassified)

(4) Ports, Protocols, and Services Management (PPSM)

(5) Consolidated Database Architecture Management.

e. Deliverables (CDRLs) resulting from this work are as follows:

A057 DISN Connection Process

A058 DISN/GIG Cross-Domain Interconnections and Security Technology

Assessment

A059 DISN/GIG Cross-Domain Interconnections and Security Risk

Assessment

A060 DISN/GIG System Access and Connection Strategies

A061 DISN/GIG Technology and Application Guide

5.6 Limited Scope Projects

The Contractor shall provide DISA-enabled capabilities as a complete integrated project in support of DISA and user requirements to include tailored life-cycle solutions as described in the current version of the ITIL® Framework. See definition in Appendix for term Limited-Scope Project.

5.7 ITIL®-Derived Technical Support

a. The Contractor shall support the Government by providing expertise, advice and recommendations pertaining to the application of ITIL® concepts and practices, and when tasked by the Government, by executing ITIL®-related task activities. These shall be employed by the Contractor as a means to clarify, improve, and functionally extend the engineering activities described in paragraphs 5.2 – 5.6. The Contractor shall adapt ITIL® concepts and practices where needed to accommodate the fact that some ITIL® activities are performed in the GSM context by the Government, and others by another contractor. The requirements of paragraph 5.4 are intended to address the need for coordination of outcomes so as to result in integrated networking support to DISA-provided GIG services staff and customers.

b. ITIL®-related task support shall be provided in the Service Design process, Service Transition process, and Problem Management (Service Operation) processes of the ITIL® Service Management framework. For clarity these processes are shown in outline form to indicate the potential range of support that could be required within a given Task Order. Specific discussions of ITIL®-related activities are available from on-line references.

5.7.1 Service Design Process Support: ITIL®-related Service design support shall be provided in the following areas when required by a specific task order:

a) Service Catalog Management

b) Service Level Management

c) Capacity Management

d) Availability Management

e) IT Service Continuity Management

f) IT Security (Information Security Management)

g) Supplier Relationship Management (Supplier Management)

5.7.2 Service Transition Process Support: ITIL®-related Transition support shall be provided in the following areas when required by a specific task order:

a) Transition Planning & Support

b) Change Management

c) Service Asset & Configuration Management

d) Evaluation

e) Service Validation & Testing

f) Release & Deployment Management

g) Knowledge Management

5.7.3 Problem Management Process Support: ITIL®-related Problem Management support shall be provided in the following areas when required by a specific task order:

a) Identification

b) Log/Record

c) Categorize

d) Prioritize

e) Investigation & Diagnosis

f) Decide on Workarounds

g) Identification of Known Errors

h) Resolution

i) Closure

j) Review

k) Correction of Errors Found

5.8 Combatant Command (COCOM) Support

When tasked by the Government, the Contractor shall provide support comparable to that described above in paragraphs 5.2 – 5.7, in response to requests for such support from a Combatant Command (COCOM) customer. The details of each such support requirement shall be as described in the applicable task order.

APPENDIX A – DEFINITIONS

The following definitions shall be applicable to the scope of all task orders issued under this SOO.

DISN Infrastructure: The total set of installed networking/service capabilities as listed in the GSM asset inventory data provided as part of a draft Task Order. This includes transport fiber/circuits/services, equipment, software (both software imbedded within devices as well as functional software applications), functional services, Government -designated facilities including network control centers, and associated tools used in the performance of networking O&M and engineering functions. These capabilities are not classified as Government Furnished Capabilities/Equipment (GFC/GFE) because the Government retains control over them; the Contractor’s role is to operate and sustain those capabilities – thus the installed infrastructure is comparable to a facility or system which is categorized as “Government-Owned, Contractor-Operated.”

“Freeze” Condition: Restriction of any configuration changes, scheduled maintenance actions, and any access to the network for a period before and during scheduled mission events or real world contingency operations. This includes close coordination with commercial and Government service providers, canceling/rescheduling maintenance, and the physical security of facilities, power, and network equipment.

GSM-OSS: The federated set of not-fully integrated tools, completely-integrated capabilities, and networks utilized to monitor, manage and achieve positive control of the GSM-Infrastructure elements, systems and services, as provided by the Government to the GSM contractor. The complete list of tools and software suites encompassing this suite is as listed in the GSM asset inventory data provided as part of a draft Task Order. The functions covered by this control tool set include, but are not limited to, trouble ticketing, configuration management, reporting, element management, network management, and the tools necessary to maintain, monitor and control the security/net assurance/mission assurance capabilities. These capabilities are not categorized as Government Furnished Capabilities/Equipment (GFC/GFE) because the Government retains control over them; the Contractor’s role is to utilize the tools to operate and sustain the GSM capabilities.

Incidental Item: In the GSM-ETI context for engineering implementation purposes, a new item of equipment to be provided by the Contractor shall be considered ‘incidental’ if it is on the DISA Approved Products List (APL) and is below the threshold of a “major item of equipment” as described in DISN support policies.

ITIL®-Derived Definitions: This SOO uses terms that are defined within documentation of the current version (currently v3) of the ITIL® Framework for Services Management. Note that ITIL® materials are trademarked; some materials are available only through subscription or comparable for-payment processes. The web link to the ITIL® governing body site is pasted here:

http://www.best-management-practice.com/officialsite.asp?DI=575004&FO=1230366 Limited-Scope Project: The Government may also, from time to time, require support within the functional scope of ETI work that is not of a continuing nature, has a defined beginning and end, and has defined outcomes, deliverables and controls. These work efforts are termed “limited-scope projects” to differentiate them from the other ETI functional capabilities. An example of a limited-term project would be a Government effort to plan for and execute the installation, on-site configuration, and acceptance testing of a set of 1800 new networking switches at 120 DISN sites world-wide. Although the engineering work involved is comparable to that already described in the SOO, the Government will order it separately and the Contractor will execute it by use of a separate team.

Appendix B Directives and Instructions Directives and Instructions for GSM-ETI

(FCD)

Global NetOps Support Center (GNSC)

Network Escalation Process and Responsibility

Shared between Tier I and Tier II 10 September 2008

CONUS Global NetOps Support Center (GNSC) Operations and

DISN Customer Call Center (DCCC) 7 November 2008

Continuity Program 24 October 2008

Classification Guide 26 January 1995

GLOBAL NETOPS SUPPORT CENTER

DISN CORE STANDARD SECURITY OPERATING PROCEDURES

FOR

PROXY SERVER TICKET CREATION AND ADMINISTRATION

1 July 2008

31 December 1991

9 July 2008

Federal pub

Federal pub

Federal pub

DISA CONUS

DISA NS8

Appendix C – CONTRACT DATA REQUIREMENTS LIST (CDRL) Deliverables –CDRLS

5.3.2, 5.3.4

5.3.2, 5.3.4

5.3.2, 5.3.4

5.3.2, 5.3.4

5.3.2, 5.3.4

5.3.2, 5.3.4