FY19_IBM_AVP_SOW.pdf

STATEMENT OF WORK

29 March 2019

1.0 Introduction:

The Naval Facilities Engineering Command (NAVFAC) Information Technology Center (NITC) provides enterprise information systems necessary to support the command’s mission. As the command’s technology center, NITC is responsible for delivering the information systems necessary to support naval facilities worldwide. NITC is required to provide operational support 24x7 to this worldwide customer base.

1.1 Objective:

NITC has a requirement to host, deploy and sustain an array of Enterprise Business

Systems that will be utilized throughout various Navy Organizations to include all

NAVFAC sites, all Navy Regions, the Marine Corps, and select private business partners.

2.0 Requirement:

The contractor shall provide IBM Software Accelerated Value Program – Cloud and Smarter

Infrastructure Support for a contract term of 12 months after date of award.

IBM Accelerated Value Program Customer Number: 9291846

Contract

CLIN

Number

QTY Product Part Number Description

Base Year

1 N/A IBM Software Accelerated Value Program –

Cloud and Smarter Infrastructure Support

1. Accelerated Value Leader (AVL)

2. Five (5) Site Visit days by AVL

3. Two (2) Emergency On Site Event

4. Five (5) Priority Call Handling Support contacts

5. Eligible Services: Maximo

Accelerated Value Leader, Accelerated Value Specialist, and On-site Days Expectations

Accelerated Value Leaders will focus on issue prevention, but may engage in helping coordinate and drive resolution on the most highly critical PMRs as specifically requested by CUSTOMER, and as time permits.

Accelerated Value Leader (AVL) will focus in the following areas:

1. Participate in customer calls and meetings to provide input to the Customer regarding the use of the Software Product Families listed in the Schedule;

2. Assist the Customer in proactive problem prevention via:

release upgrade (provided under existing Software Agreement), if any, product life-cycle, and product end-of-life planning;

providing the Customer, on a bi-weekly basis, the list of APARs closed in that period for all products specified in the Schedule;

working with the Customer to plan for exception support, mutually agreed to by IBM and the Customer, that may be required during critical business periods;

facilitating communication between the Customer’s team and other technical resources at IBM, and providing the Customer with appropriate technical documents from IBM;

3. Assist Customer in resolving the problems of highest criticality (as specified by Customer) encountered with the defined Software by:

monitoring problems opened by the Customer’s Named Callers;

engaging appropriate escalation processes as required and appropriate to help drive problem resolution;

providing the Customer with status on priority problems on a mutually agreed basis;

and providing the Customer with monthly written status reports detailing activity and status of problems opened by the Customer’s Named Callers;

Onsite Days may focus on:

Providing guidance to the Customer’s team when installing and configuring Software fixes, patches and upgrades (Software release-to-release and version-to-version migrations).

Supporting Customer’s team helping to drive key events in Customer’s environment such as application deployments or upgrades, new user activations, etc. IBM’s support will be specific to the role Software plays in these key events.

Participating in testing activities regarding the integration of Software with Customer’s applications and tools.

Conducting technical site audits such as security audits and server health checks related to

Software.

On-site troubleshooting and/or problem identification related to Software.

Skills development / knowledge sharing and best practices education to help enable Customer’s

IS team to better manage Software in Customer’s environment.

Work sessions to review and plan for problem prevention for the Customer’s environment.

3.0 Performance Requirements:

3.1 Place of Performance:

Naval Facilities Engineering Command (NAVFAC)

Information Technology Center (NITC)

1000 23rd Ave. Bldg 2, Port Hueneme, CA 93043

3.2 Period of Performance:

1 Jul 2019 - 30 Jun 2020

4.0 Points of Contacts:

The Government technical point of contact for administrative issues

WAWF Inspector

Christine Reyes-Tran

NITC, Code CIOTR

Port Hueneme, CA 93043

Telephone: 805.982.5114

Fax: 805.982.4800

E-mail: christine.reyestran@navy.mil

The Government technical point of contact for technical issues

Arthur Tate

NAVFAC

Telephone: 757-322-8068

E-mail: Arthur.T.Tate@navy.mil

No Government personnel, other than the Contracting Officer, shall have the authority to do other than clarify technical points or supply relevant information. Specifically, no requirements in these specifications may be altered as a result of such clarification or by anyone other than the Contracting

Officer.

mailto:christine.reyestran@navy.mil mailto:Arthur.T.Tate@navy.mil