JETS 2.0 SOW - DRAFT 7-21.pdf

SECTION C: STATEMENT OF WORK (SOW)

1. BACKGROUND

Defense Logistics Agency (DLA) Information Operations J6 is the Agency’s knowledge broker, providing comprehensive, best practice Information Technology (IT) support to the Department of Defense (DOD) and DLA Business Community resulting in high quality information systems, customer support, efficient and economical computing, data management, electronic business, and telecommunications services.

The DLA IT Enterprise manages the execution of IT projects across the Agency. Specifically, it serves as the Information Operations business services broker, assessing, developing, and delivering a full range of IT solutions necessary to support the transformation and sustainment of the Information Operations mission and its associated commitment to the warfighter. Mission areas include the sustainment and evolution of an overarching DLA enterprise architecture, determination of proposed solutions, delivery of desired solutions (including oversight of related field activities, and sustainment of those solutions that are initially developed and delivered under a program manager), assurance that the solutions meet customer needs, and the effective integration of DLA’s IT solutions with other existing or planned logistics IT solutions in DOD. J6 Mission also includes applied research and development efforts to investigate and deliver new capabilities to address DOD and DLA logistics and industrial base challenges and deliver those to the DLA Sustainment team. Additionally, J6 guides and oversees the operations and ongoing transformation of related field and headquarters activities that provide cataloging and transactional processing support for the entire DOD logistics system and our numerous Federal customers.

This statement of work describes overall IT requirements supporting DLA’s near-term and future needs and goals. A more detailed Performance Work Statement will be included as part of each task order.

2. OBJECTIVE

This acquisition is intended to support technology service requirements across the DLA Information Operations Enterprise, the DLA Program Executive Offices (PEO), Research and Development Program Management Office, and all other technology service requirements currently supported through DLA Contracting Services Office (DCSO) acquisitions.

The below list (while not all inclusive) provides a sample of the active DLA systems, applications, programs, and initiatives that may be supported under the resultant IDIQ awards:

• Account Management and Provisioning System (AMPS)

• Acquisition Modernization Technology Research

• Acquisition Streamlining and Standardization Information System (ASSIST)

• Advanced Microcircuit Emulation

• Automated Testing

• Business Intelligence (BI) Platforms

• Center of Planning & Excellence (CoPE)

• Cloud Services

• Commercial and Government Entity (CAGE)

• DoD DATA (DDATA)/DoD Gateway Services (DGATE) / e-Business Gateway

(EBUS)

• Defense Agencies Initiative (DAI)

• Defense Automatic Addressing System (DAAS)

• Defense Enterprise Data Standard Office (DEDSO)

• Defense Medical Logistics Standard Support (DMLSS-W)

• Defense Property Accountability System (DPAS)

• Digital Business Transformation

• Disposition Integration Web (DIW)

• Distribution Standard System (DSS)/ Warehouse Management System (WMS)

• DLA Distribution Mapping System (DDMS)

• Document Automated Content Services (DACS)

• Document Services Online (DSO)

• Electronic Document Access (EDA)

• Employee Activity Guide for Labor Entry (EAGLE)

• Energy Readiness Program

• Enterprise Application Program

• Enterprise Business System (EBS)

• Enterprise Data Warehouse (EDW)

• Enterprise Media

• Federal Logistics Information Portfolio Data Warehouse (FPDW)

• Federal Logistics Information System (FLIS)

• Federal Logistics Information System Web Inquiry (WEB-FLIS)

• Federal Mall (FEDMALL)

• Fuels Manager Defense (FMD)

• Functional Executive Agent Medical Support (FEAMS)

• Global Exchange Services (GEX)

• Governance Risk & Compliance (GRC)

• Hazardous Material Management System (HMMS)

• Human Resource Management (HRM)

• Integrated Data Environment (IDE)

• Internet of Things (IoT)/Cybersecurity

• Joint Additive Manufacturing Model Exchange (JAMMEX)

• Joint Contingency Contracting System (JCCS)

• Joint Contingency Expeditionary Services (JCXS)

• Legacy System Modernization

• Mapping Enterprise Business System (MEBS)

• Network and Telecommunications Services

• Procurement Integrated Enterprise Environment (PIEE) Common Operating

Environment (COE)

• Purchase Card Online System (PCOLS)

• Robotic Process Automation (RPA)

• Standard Procurement System (SPS)

• Strategic Distribution and Disposition

• Subsistence Total Order and Receipt Electronic System (STORES)

• Supply Chain Management (SCM)

• Technical Data Management Transformation (TDMT)

• Technical Order Distribute and Print Gateway (TODPG)

• Voucher Attachment System (VAS-TPS)

• Wide Area Workflow (WAWF)

3. SCOPE

JETS Contractors shall provide the full range of IT services, technical and management expertise that support applications, software, hardware, infrastructure, systems, and research and development across the DLA IT Enterprise. Support will be provided for information technology solutions, technical support, maintenance, and sustainment; operations support; application development, maintenance, and technical support; and lifecycle management. This acquisition also supports administrative program management support for IT program offices and the DLA Information Operations (J6) Office. Additionally, this contract will support the DLA Information Technology R&D program which executes programs and projects for all of DLA participating in programs in the Defense Industrial Base Manufacturing and Small Business Innovation Research. To ensure support for the entire DLA R&D Program, a broad range of scientific, technical, and engineering disciplines are needed to support the established programs. While JETS will primarily support DLA IT services requirements, the resultant contracts will also allow for de-centralized ordering by other DoD agencies.

While this SOW identifies the general service areas, the suite of resulting contracts and subsequent task orders are intended to satisfy the full range of IT-related requirements within these areas of services.

With the pace of technology change, it is difficult to anticipate how the Government’s IT requirements and individual programs will evolve over the life of these contracts.

All Task Orders (TOs) issued off the Indefinite Delivery Indefinite Quantity (IDIQ) contract(s) will be performance-based acquisitions utilizing a Performance Work Statement (PWS).

Following the award of the IDIQ contracts, the specific scope of each effort will be based on the specific tasks to be set forth in individual task orders, but may include lifecycle tasks in one or more of the following areas:

• TASK AREA 1: Network and Telecommunication Services

• TASK AREA 2: Technology Services

• TASK AREA 3: Enterprise Service Delivery (ESD)

• TASK AREA 4: Defense Business System (DBS) Life Cycle Management:

Acquisition, Development, Sustainment, Maintenance and Technical Support

• TASK AREA 5: Lifecycle Program Support Services

• TASK AREA 6: Cyber Security Support Services

• TASK AREA 7: Program/Project Management Support

• TASK AREA 8: Enterprise Support Services

• TASK AREA 9: Technical Support

• TASK AREA 10: Cloud Hosting Services

• TASK AREA 11: Data and Information Governance Analytics Services

• TASK AREA 12: Data Center Optimization Initiative (DCOI)

In accordance with FAR Part 7.503(d) and OFPP Policy Letter 11-01, task orders issued for any Task Area that involves functions closely associated with inherently governmental functions shall include measures to ensure that DLA J6 has sufficient internal capability to maintain control over functions that are central to DLA’s mission and operations, and that appropriate levels of government oversight exist in the task order level PWS.

The place of performance for these tasks is within the DLA Headquarter complex located at Fort Belvoir, Virginia as well as satellite offices in and around the Northern Virginia/Washington D.C. metro area and DOD locations both CONUS and OCONUS. All solutions and services must meet DLA policies, standards, and procedures as identified by individual Task Orders (TOs) (e.g., enterprise architecture, information assurance, and personnel, physical and system security).

4. TASK AREA REQUIREMENTS

4.1 TASK AREA 1 – NETWORK AND TELECOM SERVICES

The Contractor shall provide operations support, application support and full lifecycle support for the range of solutions and services supporting DLA’s Business, Operations and Logistics System, including full lifecycle solution and service support necessary to meet requirements of this contract and individual TOs as related to Enterprise Technology Services.

Operations Support: All solutions and services must meet DLA policies, standards, and procedures as identified by individual TOs (e.g., enterprise architecture, information assurance, and personnel, physical and system security). All contractor solutions and services shall perform routine maintenance during regular periods scheduled in advance and approved by DLA J6. The contractor will ensure that systems will be unavailable during maintenance windows only to the extent necessary for systems maintenance purposes. The contractor may be required to perform the required services as follows:

a. Network Management (Local Area Network (LAN)/Wide Area Network (WAN)) - The contractor shall update/change configuration files, provide support doing refresh of hardware and firmware, research and apply compliance requirements (patch management). This support involves preventive and corrective measures and shall comply with configuration management documentation requirements. Evaluates the introduction of new network sites, services, and products. Plans, designs, implements, tests and/or deploys the new products. Includes Office and Industrial Wireless Network design to include heatmapping, installation and support. Supports WAN acceleration to optimize network traffic and reduce latency. Support includes those network segments assigned to DLA as part of the whole end-to-end network capabilities delivery shared by DISA and other 3rd party entities in support of DLA.

b. Service Desk Support - The contractor shall provide real-time monitoring of DLA’s WAN (both classified and unclassified) using state of the art network monitoring and management tools, responding to anomalies depicted by automated network alerts, and conducting initial triage to resolve errors within the network infrastructure to ensure continuous operation of DLA’s critical applications and business services.

c. Firewall - The contractor shall update/change Access Control List (ACL) rules, Intrusion Detection System/Intrusion Prevention System (IDS/IPS) infrastructure, refresh security hardware and firmware, research and apply compliance requirements (Security Technical Implementation Guide (STIGs), etc.). Involves administration as well as preventive and corrective measures. Performs troubleshooting.

d. Cabling/Wiring – The contractor shall install outside plant (OSP) and inside plant (ISP) network, voice/data, and Storage Area Network (SAN) infrastructure platform and products and may be required to complete Campus Area Network (CAN) and LAN cabling/wiring projects as identified in the individual task orders.

e. Voice over Internet Protocol (VoIP) – The contractor shall provide design, engineering, implementation, and sustainment expertise to implement, test and/or deploy Government Furnished Equipment (GFE). The contractor shall provide special reports as required on the usage of the system.

f. Private Branch Exchange (PBX) - The contractor shall maintain PBX/systems, circuits, and associated hardware. Interfaces with the commercial carrier(s) to troubleshoot and resolve issues.

g. Video/Video Teleconference (VTC)

1. Video/VTC Engineering - The contractor shall be responsible for planning, engineering, testing, tuning, configuration, and support of VTC technologies such as media servers and associated software on both classified and unclassified VTC infrastructure.

Additional responsibilities include streaming video engineering. Provides client consulting and training on control, interfaces, and use of the Audio/Video, VTC and streaming video equipment and software. Tests and registers new customer sites, ensures operation and STIG compliance.

2. Video/VTC Support – The contractor shall be responsible for setup and support of VTC technologies such as media servers and associated software. Additional responsibilities include streaming video support. The contractor shall provide technical response and advanced technical response support for incident management and provide touch labor as required. The contractor shall build, launch, and support conferences and video streams.

The contractor shall monitor, tune, set configurations, and maintain a range of Audio Visual (AV) and VTC components and systems. This will include general housekeeping of the units and facility where equipment is installed. Replacement of bulbs/lamps should be performed and recorded for maintenance purposes. Provides client consulting and training on control, interfaces, and use of the Audio/Video, VTC and streaming video equipment and software to include video telecommunications endpoints and facilities for fault isolation, remediation, performance analysis, and other incident management operations as required. The contractor shall utilize monitoring, performance analysis, software, and hardware equipment to troubleshoot and isolate problems, gauge performance and record activity. Devises solutions to moderately complex operational problems within the capacity and operational limitations of installed equipment and software. Responsible to report, troubleshoot and escalate to contractors for problems logged.

b. Telecommunications

1. Engineering - The contractor shall provide technical direction and engineering knowledge for communications activities including planning, designing, developing, testing, installing, and maintaining large communications networks. Ensures that adequate and appropriate planning is provided for remote hardware and communications facilities to develop and implement methodologies for analysis, installation, and support of voice communications systems. Provides complex engineering or analytical tasks and activities.

2. Operations - The contractor shall respond to user complaints to research complex problems associated with the organization telecommunication devices. Performs Adds, Moves and Changes. Monitors and responds to complex technical control facility hardware and software problems. Interfaces with contractor support service groups to ensure proper escalation during outages or periods of degraded system performance.

3. Satellite Communication (SATCOM) – The contractor shall provide Satellite

Communications Systems planning, designing, developing, testing, installing, management.

c. Radios/Spectrum Management – The contractor shall provide Radio Communication

Systems/Spectrum planning, designing, developing, testing, installing, and management.

4.2 TASK AREA 2 – TECHNOLOGY SERVICES

a. System Administration - The contractor shall provide administrator oversight on specified IT assets to include, but not limited to: Oracle EBS application suite and databases; Windows and non-Windows (Unix) virtual and stand-alone operating systems, monitoring, and performance measurement software; and Linux, zOS and Commercial Off the Shelf (COTS) applications.

1. System Administration (Windows): The Contractor shall perform duties and functions in the management and administration of Microsoft Windows or versions that follow operating systems, which includes Windows 2012r2, 2016, 2019 and future versions of all DLA Microsoft Windows Servers. Tasks in support of System Administration (Windows) include:

(a) Operations Support - Provide day-to-day operational support for Windows

Servers in DLA’s Information Infrastructure across DLA Non-Secure Internet Protocol Router Network (NIPRNET) and Secret Internet Protocol Router Network (SIPRNET) and all DLA domains and subdomains for both physical and cloud-based computing environments. System administration may be performed on stand-alone operating systems or virtual and may be spread across multiple domains on global secure networks located either on premises at DLA and DoD locations or cloud-based environments (to include but not limited to):

Microsoft Azure, Amazon Web Services (AWS), Google Cloud Platform, Oracle Cloud, and future commercial cloud-based environments. The contractor shall perform the following tasks:

(1) Work Orders and Incident Support received through ServiceNow work orders and/ or incidents.

(2) Info Spot Support and provide Mission critical outage support.

(3) Server Performance Monitoring and Notification Tools

Administration/Support utilizing Monitor software products.

(4) File Management Support to include file shares, permissions, troubleshooting access issues, data discovery, and recovery. Support migration initiatives to cloud locations (MS Cloud O365, OneDrive).

(5) Print and Fax Server Support to include Enterprise print and fax services support.

(6) Infrastructure Support to include on premise infrastructure; hardware, software, applications, and vendor appliances on DLA’s Information Infrastructure (SIPRNET/NIPRNET) in DLAs Data Centers and satellite locations.

(7) On-premises infrastructure may include (but is not limited to):

• Enterprise Facility Monitoring Systems

• Enterprise Installation Support Systems

• Enterprise Cybersecurity Operations Systems

• Enterprise Network and Telecommunications Services Systems

• Enterprise Information Operations Systems

• Enterprise Technology Foundation Services Systems

• Application Support: (Support common enterprise third party tools/applications).

(b) Cloud Computing Support - Support DLA’s Cloud Hosting Strategy to gain efficiencies, increase performance, improve security, and to support Department of Defense (DoD) enterprise objectives. The contractor will support the DLA Information Operations Windows Operating System Administration Branch, Windows Cloud Services Team with the required skills to provide project facilitation, oversight, system administration and system security for Server Build projects that support Virtualization, Data Center Optimization Initiative (DCOI) and geographical re-alignment initiatives to ensure effective daily operation and to resolve problems as they arise. The contractor shall perform the following tasks:

(1) Project Facilitation to include Server Build Requests and/or Project taskings received via ServiceNow.

(2) Windows Server Build Administration to include securely configuring and deploying Windows Server Operating Systems (OS) server builds that minimize the operating system’s exposure to threats and mitigate risks.

(3) Provide Supporting Documentation to include Server Build

Documentation and Build processes, Remedy Template Support, RMF Artifact Documentation, and Asset Management System Support.

(c) System Security and Vulnerability Management Support - Provide skilled technical support in the areas of securely configuring and maintaining Windows Server Operating Systems (OS). System Administration tasks include software updates, patch management, OS registry modifications, removing unnecessary applications and services, applying local or domain group policy settings, creating and/or applying security templates and configuration baselines. Perform research, identification and resolution of software bugs, application changes, updates and/or system related changes that minimize the operating system’s exposure to threats and mitigate risks. Requires support in systems administration, systems security and vulnerability management and is further broken down into the following specific subtasks:

(1) Remediation Plans of Action to include identify high priority findings or failures in patching and develop Remediation Plans of Action.

(2) Audit Readiness Support to include providing support for audit readiness and inspections, to include Cybersecurity Vulnerability Assessment (CVA) Support and Command Cyber Readiness Inspections (CCRI).

(3) Security Incident Support to include providing technical support and impact analysis for investigations and breaches at the request of government cyber security teams to include Cert, Inspector General and FOIA Teams.

(4) Patch Management by performing manual and/or automated patch management support in remediation plans of actions; execute system security patching, firmware updates, upgrades, and configuration/policy changes manually or through use of government-furnished automated patch systems.

(5) Group Policy Support to include ensuring DOD STIG compliance of physical and virtual systems in both NIPR and SIPR on domain joined as well as off domain systems.

(6) Operating System Hardening to include conducting Operating System

(OS) hardening for server build creations and sustainment in accordance with current Security Technical Implementation Guides (STIGs) as identified by Security Content Application Protocol (SCAP), Assured Compliance Assessment Solution (ACAS) Scans, and Security Readiness Reviews (SRRs).

(7) Application Vulnerability Support to include identifying application related vulnerability findings, and coordinate with Application POCs to test, deploy, and upgrade common enterprise third party tools/applications including, but not limited to, products such as Java, Adobe Products, .NET, Mozilla, VMWare, etc. as identified within the Task Order.

(8) PKI Support to include providing Public Key Infrastructure (PKI) services support, troubleshooting, ordering, installing, and maintaining Operating System PKI Certificates. Assist Application POCs in identifying application certificate need for renewal.

(9) Automation Support to include providing skilled technical support in the areas of configuring scripts where necessary to automate tasks and to identify where automation can be used to improve processes. The contractor will use tools such as PowerShell to create and modify scripts which automate processes and assist teams outside of the Windows group with automation.

2. System Administration (Unix): The contractor shall provide system administration and assist government system administrators on specified IT assets to include UNIX/Red Hat Linux virtual and stand-alone operating systems, monitoring, and performance measurement software, and Commercial Off the Shelf (COTS) applications. The contractor shall:

(a) Perform system deployment for physical/virtual servers, onboard administrator

(OA) support of HP-UX operating systems for Remote Server Management tools for administration in adherence to DLA lifecycle management policies and procedures.

(b) Perform configuration/policy changes in compliance with all relevant and required Cybersecurity and security implementation/compliance requirements, including Life Cycle Assessment (LCA) artifacts/documentation, DISA Security Technical Information Guides (STIGs), for initial server standup, and annual or identified STIG reviews.

(c) Apply system security patching monthly as vendor patches are released for Red

Hat Linux, HP-UX, and Solaris Operating systems. Remediate any vulnerabilities for all operating environments produced from vulnerability scans.

(d) Perform/assist with initial application installs after system deployment and for application upgrades.

(e) Perform system/application diagnostics using Government-provided maintenance tools to ensure availability and to provide a notification vehicle of problems to system and application administrators.

(f) Install, configure, and maintain COTS software products that provide operating system support/monitoring such as McAfee/Host Based Security System (HBSS), Tanium, Tripwire, and Satellite/ansible/puppet/insights. Ensure remote connections to ACAS, Application Discovery and Dependency Mapping (ADDM)/Discovery and SolarWinds are maintained, and other products per J6 direction.

(g) Conduct research and investigation into technological developments in such areas as operating systems and software systems for installing, monitoring, and maintaining operating systems and executive software.

(h) Manage file systems and troubleshoot alerts from monitoring tools. Monitor the system logs for growth patterns, trends, and intrusion detection.

(i) Perform system failure analysis and recovery; ensuring the consistency and integrity of the Operating System.

(j) Administer accounts and user access control using Red Hat Identity Management

(IDM) for the systems that the contractor is appointed to administer.

(k) Provide test support to include supporting integration testing, analyzing test results and assisting in acceptance testing of software components.

3. Virtual Platform Administration - The Contractor shall be responsible for the security and system administration of the various virtualization platforms. The roles and responsibilities will be in support of the on-premise and off-premise virtualization infrastructure, which includes all DLA Non-Secure Internet Protocol Router Network (NIPRNET) and Secret Internet Protocol Router Network (SIPRNET) networks, systems within the Continental United States (CONUS) and outside the Continental United States (OCONUS) to support on-premise VMware virtualized infrastructure and Cloud-based offerings which include Infrastructure as a Service (IaaS), Platform as a Service (PaaS), and Software as a Service (SaaS) and any other virtualization initiatives that support the virtualization operations and infrastructure in all Government and Commercial Cloud-based offerings where DLA or DoD hosts infrastructure, including Microsoft Azure, Amazon Web Services (AWS), Google Cloud Platform, and Oracle Cloud.

(a) The Contractor shall:

(1) Provide administrative and technical support for current and future virtualization technologies .

(2) Provide expert knowledge in DLA or DoD’s current virtualization technologies:

• Cisco Unified Computing System (UCS) B-series and C-series blade servers and chassis, Cisco UCS Mini blade servers and chassis

• Cisco UCS HyperFlex

• VMware vSphere/vCenter Server 6.x, 7.x and above

• Dell PowerEdge (PE) servers

• HP ProLiant Servers

(3) Provide skilled technical support and administration in the various virtualized infrastructure components using vendor “best practices”

(4) Provide expert knowledge and expertise with VMware vSphere/vCenter Server 6.x and 7.x actions and operations. Tasks and duties in this area include:

• Perform vSphere and vCenter installations, upgrades and patching; create, update and delete Resource Pools.

• Assign resources to Resource Pools sufficient to meet Resource

Pool requirements

• Configure Host Distributed Resource Scheduling (DRS)

• Configure Storage Distributed Resource Scheduling (DRS)

• Create, update, and delete virtual standard switches, virtual distributed switches, and port groups; create, update, delete, and manage host clusters

• Create, update, delete and manage storage clusters

• Manage and maintain host clusters to ensure availability of compute resources to all virtual machines participating in the cluster; manage and maintain storage clusters to ensure availability of storage resources to all virtual machines participating in the cluster

• Create, update, and delete vSphere Folders; create, update, and delete vSphere Roles; create, update, and delete vSphere Users and Groups

• Grant access to vSphere to authorized users through the assignment of vSphere Roles, Groups, and Permissions.

• Configure vSphere Policies, Identity Sources, Certificates and Security Assertion Markup Language (SAML) Service Providers; assign, unassign and manage vSphere Licenses;

configure vSphere Client Plug-Ins; manage and configure vCenter Server Extensions; manage and maintain vSphere System Configuration, Nodes, and Services

• Monitor Host and Storage clusters for performance issues, alarms, scheduled and unscheduled tasks and events; manage and maintain vSphere Host and Storage DRS for faults, DRS history, CPU utilization, memory utilization and network utilization, taking corrective actions to resolve performance issues; manage and maintain vSphere High Availability.

(b) The Contractor shall:

(1) Provide expert knowledge and expertise with VMware ESXi 6.x and 7.x bare-metal hypervisor and VMware ESXi host’s actions and operations.

Tasks and duties in this area include:

• Perform ESXi hypervisor installations and upgrades

• Install, upgrade, and patch ESXi hosts; stop, start, and restart host services; stop, start, restart host Management Network; test host Management Network settings; reset host system configuration; view system logs; configure host firewall settings;

configure host networking, including physical network adapters, TCP/IP configuration, VMkernel adapters, virtual switch configurations, and firewalls.

• Configure host storage, including local storage and virtual Storage Area Networks (vSAN), connections to Storage Area Networks (SAN), Datastores and Logical Unit Numbers (LUNs) Configure host storage adapters, storage devices, host profiles, licensing, time configuration, power management, authentication services, certificates, advanced system settings, security profiles, host profiles, firewall connections and settings, services, lockdown modes, and system swap.

• Install VMware ESXi host hardware and perform host hardware upgrades and rack host hardware and associated hardware for new projects and existing technical refresh requirements

• Secure hosts and apply security settings for compliance with all DLA Cybersecurity and Security Technical Implementation Guide (STIG) requirements and findings.

(2) Provide expert knowledge and expertise with VMware and Microsoft

Azure virtual machine actions and operations. Tasks and duties in this area include:

• Perform virtual machine (VM) provisioning, including manual creation, deploying through vendor-supplied Open Virtualization Format (OVF) packages and files, vendor-supplied Open Virtual Appliance (OVA) packages and files, or through other manual or automated techniques.

• VM naming and renaming; virtual hardware versioning and compatibility upgrades; disk consolidations, scheduled and unscheduled snapshot creations, snapshot deletions, reversions to snapshots, consolidating snapshots; virtual device (virtual hardware) upgrades and updates, including adding devices, removing devices, increasing device resources, decreasing device resources, mounting Compact Disc/Digital Video Disc (CD/DVD) devices and International Organization for Standardization (ISO) devices and images

• Assigning networks, assigning/managing media access control (MAC) addresses; assigning VM Guest Operating Systems (OS), assigning, updating, and removing permissions and access; VM deletions; VM shutdown, restart, power on, power off, suspend, and reset operations

• Verification of VM console access and operations interactively and to users; managing VM settings for remote console options, Tools and scripts, power management, boot options, encryption, debugging, logging, and swap file management; managing VM host and storage rules

• Perform migrations to different host (compute) resources and storage resources, moving applicable components to different Datacenters, clusters, hosts, storage, networks, folders, and containers

• Cloning and/or converting to other virtual machines or templates; adding, removing, enabling, and disabling alarm definitions

• Updating VM attributes; managing VM performance and providing recommendations on performance improvements.

(c) The Contractor shall:

(1) Provide administrative and technical support for current and future virtualization technologies used by DLA or DoD with the various Cloud providers chosen by DLA or DoD.

(2) Provide administrative support for all Cloud-based support offerings where DLA or DoD hosts virtualized infrastructure, including but not limited to Microsoft Azure, Amazon Web Services (AWS), Google Cloud Platform, and Oracle Cloud.

(3) Provide expert knowledge and expertise with the various Cloud offerings where DLA or DoD operates. The day-to-day support and administration in the various Cloud environments will be commensurate with the administration and support of the on-premises infrastructure, including the day-to-day support tasks and administrative support provided.

Contractor staff will manage and maintain all virtualized infrastructure in conjunction with Virtual Platform Management team staff.

(4) Coordinate all project tasks, development, planning, support, and administration in cooperation with the government’s Virtual Platform Management Team and approval of the Virtual Platform Management Team Lead. All Project Initiatives will be coordinated through and approved by the Virtual Platform Management Team Lead

(5) Provide support to the Virtual Platform Management Team in the development, support, and sustainment of critical applications supporting the infrastructure in all environments.

(6) Provide expert knowledge and expertise with the VMware vRealize Suite and VMware vCloud Suite. The vRealize Suite is comprised of vRealize Automation, vRealize Operations, vRealize Log Insight (Log Analytics), vRealize Business, and vRealize Lifecycle Manager. The vRealize Suite is a cloud management platform for managing a heterogeneous, hybrid cloud. The vCloud Suite includes the vRealize Suite and vSphere Enterprise Plus for vCloud Suite.

(7) Perform daily system checks in the virtualized infrastructure to observe any abnormalities, outages, resource constraints, or performance issues.

(8) The Contractor shall coordinate with the various teams, fellow Virtual Platform Management Team members, and vendors to maintain the sustainment of virtualization operations.

(9) The contractor shall provide mission critical outage support for the virtualized infrastructure by communicating and troubleshooting issues/errors with internal DLA teams and external commercial vendors/providers to identify the root cause. The contractor will work to resolve the issue/errors and return the system to operational status.

(10) Open and track work orders with external vendors and continue working with vendors until final resolution.

(11) Coordinate with the Virtual Platform Management Team Lead and supervisor on all supported outages.

b. Backup Support - The contractor shall provide skilled technical support in the areas of Backup and Recovery, Tape Management, Disk to Disk backup technology, Cloud backup technology, Job scheduling, execution, and monitoring. The contractor shall provide support to manage backup and recovery operations including interaction with government provided backup software such as Veritas NetBackup, Azure Recovery Services, and AWS Backup. The contractor shall ensure that backups occur as scheduled and that read/write errors do not occur and shall reschedule backups as required. The Contractor shall also analyze backups with Veritas NetBackup OpsCenter Analytics and Veritas APTARE IT Analytics tools. The Contractor shall provide skilled technical support and administration in the areas of creating, testing, implementing, and removing backup policies as required for various systems including, but not limited to Windows, UNIX, and Linux operating systems.

c. Storage Area Network (SAN) Support - The contractor shall support storage planning, data migrations and problem-solving activities across various distributed disk environments. The contractor shall help resolve advanced technical response storage issues reported within the enterprise. Tasks shall include configuration on multiple platforms, data migration planning and execution, support planning and migration, storage virtualization technology implementation, storage mirroring and replication, system monitoring and reporting, storage equipment replacements, and industry best practice execution. Problem solving shall include troubleshooting connection problems, equipment failures and outages, issues raised by customers, and performance issues, and providing technical response and advanced technical response.

1. Responsibilities include, but are not limited to, the following:

(a) Storage Array administration

(b) LUN/Volume administration

(c) Fiber switch administration

(d) Storage File Sharing

(e) Security Implementation

(f) Data Migrations

(g) Fallover Testing

(h) Pilot Projects/ Proof of Concept

(i) Cloud Tier Support and Administration

d. COTS Application and Administration - The contractor shall assist with developing the strategy to test, tune, configure, implement, setup and support common enterprise third party tools/applications. Once the Government has approved the strategy, the contractor shall assist in testing, tuning, configuring, implementing, setting up and supporting those tools and application.

Additional applications may include, but are not limited to, products such as OCS/Lync, SharePoint, CITRIX, webMethods, WebLogic, Websphere MQ, IIS, Apache, Vontu, ServiceNow, Oracle EBS application suite, etc. as identified within the Task Order.

e. Asset Management and Inventory

1. Physical Inventory – The contractor shall assist with the physical inventory and accountability of all IT hardware assets within an operating location. All assets shall be tracked from receipt of hardware to the disposal of the equipment which includes the management of all tracking forms. The contractor shall conduct asset management reporting in accordance with contractual and governmental requirements and maintain and report software usage, including, but not limited to, Federal Information Processing Standards (FIPS) and Section 508.

2. Licensing Management and Compliance – The contractor shall provide support to manage commercial software licenses obtained by the Government. The contractor shall assist the government in assembling documentation packages for internal use software (software developed by the Government for its own use) and recording and maintaining the audit documentation packages for that software. Commercial software is often divided into application software and system software (which includes operating systems and any program that supports application software) and both must be managed and recorded in automated systems used by the Government for asset management and audit compliance. Commercial software licensing includes any follow-on maintenance/license to use software in DLA or DoD. All procurement documentation such as purchase order, Military Interdepartmental Purchase Requests (MIPRs), as well as other pertinent information for each software license shall be collected and maintained in the appropriate automated tool.

3. Physical Inventory Control– The contractor shall perform physical inventory control program services that maintain integrity in mission material IT asset balances, in accordance with (IAW) Department of Defense (DOD), DLA, and other standard Asset Management policies. This includes the tasks listed below:

(a) Perform periodic Data Center Physical Inventories using established baselines to include all equipment, software, and all IT environmental and facility equipment that support the data center. (Environmental and facility equipment includes all Heating, Ventilation, Air Conditioning (HVAC), Uninterruptible Power Supply (UPS), Power Distribution Units (PDU), batteries, generators, water detection systems, etc.)

(b) Use Visio Blueprinting/diagramming and maintaining a master list of all IT assets located in each Data Center/satellites. The Visio diagrams will be of the server rack and the data center rooms. The server rack diagrams will include rack name, rack location, server name, server type, IP addresses, serial numbers, barcodes, and device location of each device within the rack. Building diagrams will include locations, model types, and serial numbers of AC units, power distribution units (PDU), UPS, batteries, generator(s), and if there are any water detection systems.

(c) Update and assist in updating and maintain Government furnished asset databases, trackers, and server information repositories, including, but not limited to, the Data Center Services IT asset management list/database and all DLA and DoD's Enterprise Asset Systems.

(d) Provide support in facility closures or downsizing through asset and inventory management and work alongside deskside services support to decommission and remove existing assets and reinstall and/or provision assets and inventory, where applicable, at new facility.

(e) Collect various asset and inventory data elements and perform detailed analysis to include drawing diagrams of the Data Centers using DLA and DOD platforms (ServiceNow; Assured Compliance Assessment Solution (ACAS); Host Based Security System (HBSS); System Center Configuration Manager (SCCM);

Active Directory (AD); ArcSight; etc.).

(f) Provide process improvement recommendations to include the standardization of data and document efficiencies needed for the overall betterment of the inventory data and records.

4. Inventory and Asset Reconciliation Reporting - The Contractor shall maintain and validate inventory for each data center/satellite. In addition, reconciliation reports against other IT inventory reports, lists, systems, and/or databases should be performed, and deltas/issues reported to the government. This includes a weekly update on all the tasks listed below:

(a) Wall to wall 100% inventory at each site. To include all IT equipment, software, and all environmental and facility equipment that support the data center.

(Environmental and facility equipment includes all HVAC, UPS, PDU’s, batteries, generators, water detection systems, etc.).

(b) Ensure all IT asset information requirements are documented in all Government furnished asset databases, including, but not limited to, the Data Center Services IT asset management list/database and is updated accordingly in all DLA and DoD's Enterprise Asset systems.

(c) Update, maintain, and consolidate virtual asset information and records in all

Government furnished IT asset databases, including, but not limited to, the Data Center Services IT asset management list/database and all DLA and DoD's Enterprise Asset systems.

(d) Create, update, and maintain Visio/blueprinting of data center rooms and racks at each site.

(e) Document and correlate all DLA applications running on each server at each site.

To include all environments, testing, staging, development, production and Continuity of Operations Planning (COOP).

(f) Document and maintain accurate software and version installed on each server located at each site to include identifying and documenting if it is a valid and approved software product on the IT Solutions Document (ITSD).

(g) Document and maintain up-to-date information on all hardware contracts (both initial purchase/original and maintenance) for each IT asset located at each site.

(h) Document and maintain up-to-date information all software contracts (both initial purchase/original and maintenance) for all software that is located on each of the servers at each of the sites.

(i) Document and maintain up-to-date information all maintenance contracts (both initial purchase/original and maintenance) for all HVAC’s, UPS, PDU, generators, batteries and water detection systems that support the data center.

(j) Document and maintain up-to-date information of all databases running on each server at each site.

(k) Identify, document, and maintain up-to-date hardware configuration to include processors, processor types, and memory of each device.

(l) Identify, document and maintain up-to-date information of all the local Asset

Manager, Data Center Manager for each site, Application owners/POCs and other support POCs for each IT asset.

(m) Perform reconciliation of all IT asset data and records against reports, lists, systems, and/or databases and report deficiencies, deltas, and/or issues to the government.

(1) These reports, lists, systems and/or databases may include, but are not limited to:

• DoD CIO and Office of Secretary Defense (OSD) Data Center

Optimization Initiative

• Data Center Optimization Initiative (DCOI)/Data Center

Infrastructure Managers (DCIM) reports (formerly DCIM Federal Data Center Consolidation Initiative (FDCCI) reports)

• All Enterprise Asset systems

• Asset Lists

• Virtual Team’s VM master inventory reports

• Cybersecurity inventory reports

• DLA Portfolio and Architecture Tool System (DPATS) reports

• DLA IT Management Registry (DITMR) list

• DLA Approved Hardware and Software List (DAHSL) (aka

Technopedia and IT Solutions Document (ITSD))

• Defense IT Portfolio Repository (DITPR)

Note: Government may request reconciliation reports multiple times and request following up on correcting data and/or marry-up of data with the owners/POCs of such reports.

As directed by the Government, the Contractor shall prepare briefings and/or reports on topics related to the IT Inventory Management tasks in the contract as well as process documentation for Government review for approval on an enterprise platform. The Contractor shall participate in briefings when requested by the Government to update the status of Data Center Inventories and progress of Visio Blueprinting.

f. Database Administration - The contractor shall monitor health and maintenance of databases.

1. Database Administration/Support

(a) The contractor may be responsible for the following:

(1) Troubleshooting, applying patches, dealing with exceptions and escalating problems in meeting Service Level Agreements.

(2) Installing and configuring Database Management System (DBMS) software and performing upgrades.

(3) Managing volume and performance.

(4) Ensuring high availability, backup and recovery of production databases.

(5) Performing planning, scaling and capacity planning etc.

(6) The contractor shall meet with the government monthly or as needed.

These meetings can be conducted via telephone or face to face, at a time that is mutually convenient to the Government in support of Data Center Inventory Management tasks and activities and progress reports.

2. Data Architecture & Modeling - The contractor shall design and develop architecture for data models and integration solutions for the enterprise's integration strategy or initiatives. Research and provide to Government personnel modeling standards, guidelines, best practices and approved modeling techniques. Support the creation of all conceptual, logical and physical data models.

3. Data Analysis - The contractor shall provide support for data services, Business

Intelligence, data quality, data integration and data warehouse. Assist and/or provide recommendations to define the requirements for analysis within a given business area.

Perform root cause and detailed data analysis, identifying trends and anomalies.

4. Database Backups – The contractor shall be responsible for the implementation of products such as Oracle Recovery Manager (RMAN) and ensuring adequate backups are performed within security controls.

5. Database Management Support - The Contractor shall provide database management support for the enterprise operating environment to include Oracle (version 12c or higher) and MS SQL (version 2016 R2 or higher) platforms. The Contractor shall be proficient in Oracle Real Application Cluster (RAC), Oracle Enterprise Manager (OEM), Oracle Advanced Replication, Oracle Dataguard, and Oracle Recovery Manager (RMAN) software.

6. The contractor shall provide support services as described in the database administration items above for any COTS deployed database technology to include but not limited to Oracle, MySQL, PostegreSQL, SAP HANA, IBM DB2 etc.

7. Provide a Patch Report Analysis required to support maintenance and operations. This includes providing a detailed analysis of the Quarterly Critical Patch Updates (CPUs) and functional patches released by Oracle. Develop and maintain a methodology to apply Oracle patches and ensure patches.

(a) Patching shall include working with hosting provider to ensure the OS maintenance runs optimally and compatibly with Oracle EBS and database software.

g. Automated Identification Technology Support

1. Industrial Equipment - The contractor shall provide support to maintain, operate, and repair all industrial equipment associated with the automated identification technology (AIT) operations at all DLA locations where this technology is in use, including DLA Distribution sites worldwide, and Recruit Depots associated with the military services.

This includes Wireless/Radio Frequency (RF), and Radio Frequency Identification (RFID) equipment and the printing equipment associated with AIT.

(a) The contractor shall:

(1) Ensure that the staff provided to support this task are fully accredited, licensed, and certified to perform the duties and functions associated with this task. The contractor shall provide expertise in electrical and network standards and specifications.

(2) As specified in the task order, the contractor shall provide the necessary supplies and hardware to perform the assigned tasks. Supplies and hardware include stanchions for wireless equipment, cable trays, brackets, and supporting hardware such as nuts, bolts, and screws.

(3) The contractor shall perform AIT industrial equipment support at DLA distribution centers and recruit centers. In addition, the contractor will be tasked to travel to other DLA, DoD, or military recruit depots such as Fort Leonard Wood, MO; Great Lakes, IL; Fort Jackson, SC; Fort Benning, GA; and Fort Sill, OK, to perform AIT industrial equipment support at those locations on a short-term basis. When the task order requires that the contractor travel to a site, the contractor shall arrange for all transportation, tools, and materials required to reach the location and to perform the specified support.