ANNEX 0304010 SECTION C IT SUPPORT AND MANAGEMENT.docx
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- Solicitation number
- N62473-21-R0020
About this file
This document template outlines recurring and non-recurring information technology support and management services required by the Naval Facilities Engineering Command. Key details include: help desk support for Navy Marine Corps Intranet, enterprise application deployment, information assurance compliance, and local system administration. The contractor must provide certified personnel including an IT manager, network support supervisor, senior analyst, and information systems security officer. Recurring services involve NMCI equipment management, application licensing, and facilities scheduling. Non-recurring work may be ordered separately for additional locations. Performance is measured through user satisfaction surveys and information assurance standards.
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0304010 – IT Support and Management
Table of Contents
| Spec Item |
| Title |
| 1 |
| General Information |
| 1.1 |
| Concept of Operations |
| 2 |
| Management and Administration |
| 2.1 |
| Definitions and Acronyms |
| 2.2 |
| Personnel |
| 2.2.1 |
| Certification, Training, and Licensing |
| 2.2.2 |
| Key Personnel |
| 2.2.2.1 |
| IT Manager |
| 2.2.2.2 |
| Network Service Support Supervisor |
| 2.2.2.3 |
| Senior Analyst |
| 2.2.2.4 |
| Information Systems Security Officer (ISSO) |
| 2.3 |
| Special Requirements |
| 2.3.1 |
| Security Clearance Requirements |
| 2.3.2 |
| Non-Disclosure |
| 2.4 |
| References and Technical Documents |
| 3 |
| Recurring Work |
| 3.1 |
| NMCI Management and Support |
| 3.1.1 |
| Contract Product Management Support |
| 3.1.2 |
| Equipment Issue |
| 3.1.3 |
| Shared Drive and Folder Management |
| 3.1.4 |
| IT Facilities Scheduling |
| 3.2 |
| Enterprise IT Application Deployment |
| 3.2.1 |
| Deployment Planning |
| 3.2.2 |
| Process and Data Migration Planning |
| 3.2.3 |
| Application User Support |
| 3.3 |
| Local System and Application Management |
| 3.3.1 |
| Consultation and Planning |
| 3.3.2 |
| System and Application Installation |
| 3.3.3 |
| System and Application Maintenance |
| 3.3.4 |
| Help Desk Operation |
| 3.4 |
| Application Portfolio Management |
| 3.4.1 |
| Inventory Management |
| 3.4.2 |
| License Administration |
| 3.4.3 |
| Application Standardization Planning |
| 3.5 |
| Information Assurance (IA) Support |
| 3.5.1 |
| Public Key Infrastructure (PKI) Support |
| 3.5.2 |
| Certification and Accreditation |
| 3.5.3 |
| Physical Security |
| 3.5.4 |
| Threat and Vulnerability Alert |
| 3.5.5 |
| Security Awareness Training |
| 4 |
| Non-Recurring Work |
0304010 – IT Support and Management
| Spec Item |
| Title |
| Description |
| 1 |
| General Information |
| The Contractor shall provide labor, management, supervision, tools, material, and equipment necessary to perform information technology (IT) support and management services at various installations identified in each Task Order. |
| 1.1 |
| Concept of Operations |
| The IT Support and Management Template includes all labor, management, supervision, tools, materials, supplies, equipment, and transportation required to perform IT Support and Management. Included are services such as Navy Marine Corps Intranet (NMCI) management and support, enterprise IT application deployment, local system and application management, application portfolio management, and information assurance support. Services not included in the IT support are provided in each Task Order. |
0304010 – IT Support and Management
| Spec Item |
| Title |
| Description |
| 2 |
| Management and Administration |
| 2.1 |
| Definitions and Acronyms |
| Definitions and acronyms are listed in Section J of each Task Order. |
| 2.2 |
| Personnel |
| The Contractor shall provide personnel with the qualifications, technical knowledge, experience and skills required for efficient operation of IT support and management services. |
| 2.2.1 |
| Certification, Training, and Licensing |
| All personnel assigned NMCI management and support, enterprise IT application deployment, and application portfolio management functions shall be certified as Cisco Certified Network Professional (CCNP), Cisco Certified Design Professional (CCDP), and Cisco Certified Internet Expert (CCIE). |
All personnel assigned local system and application management functions shall be certified as Microsoft Certified Systems Administrator (MCSA), Microsoft Certified Desktop Technician (MCDST), and Microsoft Certified Professional (MCP).
All personnel assigned IA support functions shall be certified as Certified Information Systems Security Professional (CISSP) and System Security Certified Practitioner (SSCP).
The Contractor shall submit proof of all certification, training, and licensing requirements per Task Order.
| 2.2.2 |
| Key Personnel |
| The Contractor shall comply with the IT personnel requirements stated below. |
| 2.2.2.1 |
| IT Manager |
| The Contractor shall provide an IT Manager who has relevant experience at a comparable level of responsibility in projects of similar size, scope and complexity. The IT manager shall manage the Contractor's IT support and management organization and to interface with the KO, COR, and organizations to meet all requirements within this specification. |
| 2.2.2.2 |
| Network Service Support Supervisor |
| The Contractor shall provide a Network Service Support Supervisor to manage and support local utilization of NMCI, NMCI contract products, data sharing capability, and available IT facilities to meet local IT requirements. Refer to Task Order for minimum requirements. |
| 2.2.2.3 |
| Senior Analyst |
| The Contractor shall provide a Senior Analyst to analyze and evaluate IT processes and functional requirements, and to translate functional requirements to technical specifications related to enterprise IT application deployment, application portfolio management, and local system and application planning. Refer to Task Order for minimum requirements. |
| 2.2.2.4 |
| Information Systems Security Officer (ISSO) |
| The Contractor shall provide an Information Systems Security Officer (ISSO), who will be issued an appointment letter by parent command's CIO designating the individual as the local ISSO, to ensure all IT support and management services are performed per specified IA instructions and policies. Refer to Task Order for minimum requirements. |
| 2.3 |
| Special Requirements |
| Safety requirements, operational restrictions, coordination requirements, workmanship, materials, equipment, and tools. |
| 2.3.1 |
| Security Clearance Requirements |
| Contractor personnel shall obtain Secret clearances. The Contractor shall furnish the information required on the Security Classification Specification, Form DD254, to process required clearance. The Contractor shall complete and provide all necessary personnel security forms to Security Management prior to being employed and provide other information as required by the Defense Security Service Operations Center-Columbus (DSS OCC) and Office of Personnel Management (OPM) Investigations for the purpose of initiating personnel clearance requests. |
| 2.3.2 |
| Non-Disclosure |
| The Contractor shall not disclose, or cause to be disseminated, any information concerning the installation's IT infrastructures, networks, systems, applications, files and data unless explicit written approval is provided by the parent command's CIO. |
| 2.4 |
| References and Technical Documents |
| References and Technical Documents are listed in Section J of each Task Order. |
0304010 – IT Support and Management
| Spec Item |
| Title |
| Performance Objective |
| Related Information |
| Performance Standard |
| 3 |
| Recurring Work |
| The Contractor shall provide IT support and management services to ensure IT requirements are met through effective utilization of NMCI, enterprise applications, and local systems and applications in a secure environment with minimal interruptions. |
| The Contractor shall comply with applicable DoD and other References and Technical Documents listed in Section J of each Task Order. |
The Contractor shall conduct surveys to evaluate network and local system users' satisfaction by distributing a User Survey Form, a sample is provided in Section J of each Task Order, for users to complete, and shall submit a User Survey Summary, per Task Order.
IT support and management services are performed as specified.
| 3.1 |
| NMCI Management and Support |
| The Contractor shall provide NMCI management and support services to ensure functional requirements of network users are met through effective utilization of NMCI resources and available IT facilities. |
| The NMCI network user database grouped by client organizations for this installation is provided in Section J of each Task Order. |
The Contractor shall coordinate with Activity Contract Technical Representative (ACTR) to schedule monthly meetings with applicable client organizations to review operational issues with NMCI and its ability to meet local IT requirements.
The Contractor shall interface with NMCI only through the ACTR for NMCI management and support requirements.
Historical data for NMCI management and support is shown in Section J of each Task Order.
Network users' functional requirements are met with selected NMCI products and equipment with available resources.
NMCI equipment, shared drive capacity, and IT facilities are available to network users.
User Survey Summary indicates NMCI Management and Support category rating is, e.g., 4.0 average score or above
| 3.1.1 |
| Contract Product Management Support |
| The Contractor shall perform contract product management support to ensure network users are assisted in selecting the appropriate NMCI products to meet IT requirements in a timely manner. |
The Contractor shall assist ACTRs and individual client organizations by providing technical consultations and recommendations when requested to select the most appropriate products offered in the NMCI online catalog, such as, connectivity, seats, application packages, and equipment in order to meet local IT requirements effectively.
The Contractor shall meet with a designated representative from the individual client organization within two working days after receiving assistance request notification and shall provide technical recommendations to ACTR within five working days after the meeting.
The Contractor shall conduct an annual review to verify the appropriate match of all network users' functional requirements with their assigned NMCI contract products. An Annual Review Summary including recommended changes to NMCI contract product selections shall be submitted per Task Order.
Informational Notes. The NMCI product catalog is available at the NMCI Homeport Website: http://www.homeport.navy.mil Selected NMCI contract products meet network users' IT requirements.
Assistance is provided within two working days after receiving assistance request notification
Technical recommendations are provided to ACTR within five working days.
| 3.1.2 |
| Equipment Issue |
| The Contractor shall issue equipment to ensure accessibility and accountability of available equipment to network users. |
| The inventory of NMCI equipment available for user checkout is provided in Section J of each Task Order. |
The Contractor shall conduct weekly physical inventory of NMCI equipment and shall report all unaccountable and damaged items to ACTR immediately.
The Contractor shall post weekly updated equipment inventory with clear indications of availability and assigned users, including assignment durations, for network users to check equipment's availability, make reservations, and to verify individual user's possession of equipment.
The Contractor shall identify a designated location for network users to checkout available equipment. Operating hours of the checkout location are 0800 to 1600 Monday through Friday.
The Contractor shall implement an equipment sign out procedure to properly track custody of equipment that is checked out.
Equipment inventory and availability status are accurate, complete, and current.
Network users can checkout available equipment during specified hours.
No occurrence of damage, loss, or theft of NMCI equipment due to Contractor's negligence.
| 3.1.3 |
| Shared Drive and Folder Management |
| The Contractor shall manage shared drives and folders to ensure sufficient capacities are allocated to all client organizations. |
| The current allocation of data storage capacities to all client organizations is provided in Section J of each Task Order. |
The Contractor shall monitor shared NMCI data drive and folder capacities to ensure ample warnings are provided to assigned organizations in order to purge excessive or outdated files and data before capacity limits are reached, and to notify assigned organizations with underutilized capacities.
The Contractor shall track usage and allocated capacity for each client organization in order to reallocate drive and folder capacities as necessary to properly distribute physical data storage for effective utilization. The Contractor shall contact ACTR to coordinate with NMCI for reallocation of drive and folder capacities as required.
Client organizations are notified when 90% of designated capacity is reached.
Client organizations are notified when, 50% of designated capacity is unutilized.
| 3.1.4 |
| IT Facilities Scheduling |
| The Contractor shall support use of IT facilities to ensure client organizations can utilize available facilities without conflicts when scheduled. |
Current inventory of IT facilities available to network users is provided in Section J of each Task Order
The Contractor shall coordinate with ACTR to implement a reservation system for client organizations to check availability of video teleconferencing (VTC), training, and other IT facilities and to reserve these facilities for specific dates and times.
The Contractor shall inspect and test facility's equipment and connectivity each workday and shall resolve all potential issues with NMCI prior to the first scheduled session and be available throughout usage to resolve technical and operational issues.
Facilities scheduling system is accessible 24 hours per day seven days per week.
No occurrence of scheduling conflicts.
IT facilities function as intended.
| 3.2 |
| Enterprise IT Application Deployment |
| The Contractor shall provide designated users with enterprise IT application deployment services to ensure applications can be effectively utilized. |
| Enterprise IT application deployment plans specifying the application's system requirements and designated client organizations that will be utilizing the application will be provided to the Contractor by the parent command's CIO. |
Historical data for enterprise IT application deployment is shown in Section J of each Task Order.
Enterprise IT applications are integrated with local functional requirements.
User Survey Summary indicates Enterprise IT Application Deployment category rating is 4.0 average score or above.
| 3.2.1 |
| Deployment Planning |
| The Contractor shall support deployment planning to ensure the required NMCI products and equipment to utilize the deploying application are identified in a complete and timely manner. |
| The Contractor shall identify all necessary NMCI product upgrade requirements such as connectivity, seat, application package, including peripheral equipment requirements if any, for all designated application users. The Contractor shall submit a NMCI Product Upgrade Requirements Report per Task Order. |
The Contractor shall identify all necessary database integration requirements prior to the application's deployment in the event that the enterprise application requires access to existing local databases.
Required product upgrades and peripheral equipment are identified for all potential users.
| 3.2.2 |
| Process and Data Migration Planning |
| The Contractor shall plan for process and data migration to ensure local work processes and existing data structure can be integrated to the deployed enterprise IT applications in a timely manner. |
| The Contractor shall develop and submit a Migration Plan per Section F to assist client organizations when requested to utilize deployed enterprise IT applications to perform their work. |
The Contractor shall review and examine local work processes and existing data structures and develop a migration plan to include an outline of required efforts by category, a schedule, and estimated man-hours. The Contractor shall submit the migration plan per Task Order.
Migration plans are complete as specified.
| 3.2.3 |
| Application User Support |
| The Contractor shall support designated application users to ensure deployed enterprise IT applications are usable and technical assistance is provided in a timely manner. |
| The Contractor shall provide technical assistance to designated application users when requested to resolve all network, system, and equipment issues associated with the local utilization of deployed enterprise applications. Technical assistance includes, but is not limited to, adjusting settings and configuration of workstations, verifying database connectivity, and checking connection and setting of peripheral equipment. The Contractor shall also be responsible to assist users to resolve encountered errors related to user input, data, and execution process. |
The Contractor shall respond to assistance requests from client organizations within 24 hours following notification.
Deployed enterprise applications can be utilized.
Technical assistance is provided within the specified time.
| 3.3 |
| Local System and Application Management |
| The Contractor shall provide local system and application management services to ensure unique computing requirements are met and systems and applications are available. |
| Current inventory of local systems and applications is provided in Section J of each Task Order. |
The Contractor shall support non-NMCI standalone systems including, but not limited to, computers, printers, scanners, and other peripheral equipment.
The Contractor shall support applications being executed on local systems including, but not limited to, Commercial Off-the Shelf (COTS) applications and custom-developed local applications to meet unique local computing requirements.
Historical data for local system and application management is provided in Section J of each Task Order.
Local systems and applications are provided for unique computing requirements that cannot be met by NMCI products and services.
User Survey Summary indicates Local System and Application Management category rating is 4.0 average score or above.
| 3.3.1 |
| Consultation and Planning |
| The Contractor shall perform consultation and planning services to ensure technical recommendations and integration planning address users' functional requirements and are provided in a timely manner. |
| The Contractor shall verify local specific computing requirements cannot be met by NMCI contract products and deployed enterprise IT applications before recommending procurement of a local system or application. |
The Contractor shall submit a Technical Recommendation And Cost Estimate Report for system and application procurement per Task Order.
The Contractor shall verify systems, COTS applications, and peripheral equipment's compatibility prior to recommending the procurement of these items.
Local systems and applications meet users' IT requirements.
Technical recommendations and cost estimates provided within the specified time following receipt of request.
| 3.3.2 |
| System and Application Installation |
| The Contractor shall install local systems and applications in a timely manner to ensure they properly operate. |
| The Contractor shall install procured local systems and applications, and perform all necessary system configuration and hardware and software integration services. |
The Contractor shall perform all necessary post-installation testing to verify proper configuration and integration have been achieved to meet local computing needs.
Procured systems and applications function as intended.
Systems and applications are installed within the specified time in each Task Order following receipt of request.
| 3.3.3 |
| System and Application Maintenance |
| The Contractor shall perform maintenance to ensure local systems and applications operate properly and interruptions are minimized. |
| The Contractor shall perform all necessary maintenance including troubleshooting, system configuration updates, and installation of applicable software updates and patches. |
The Contractor shall provide 72 hours advance notice, including estimated downtime, to client organizations prior to performing scheduled system maintenance that would interrupt the availability of systems or applications.
Systems and applications are maintained and updated to function as intended.
| 3.3.4 |
| Help Desk Operation |
| The Contractor shall operate a help desk to ensure operational issues of local systems and applications are responded to and properly resolved in a timely manner. |
| The Contractor shall assist individual users to resolve local system and application operational related issues that include, but are not limited to, hardware and software related issues, system connections, and system configurations. |
The Contractor shall resolve all operational issues in a manner that would cause minimal interruptions to the availability of local systems and applications.
The Contractor shall provide a designated phone line to accept assistance requests from 0800 to 1600, Monday through Friday, and be on-site to provide assistance to users within one hour after being notified.
Assistance requests are responded to within the specified time provided in each Task Order after being notified.
| 3.4 |
| Application Portfolio Management |
| The Contractor shall provide application portfolio management services to ensure efficient and appropriate utilization of applications and their licenses. |
| Portfolios of current applications and corresponding terms of licensing agreements are provided in Section J of each Task Order. |
The Contractor shall comply with vision, goals, and objectives per CNIC CIO’s Strategic Vision located in Section J of each Task Order.
Historical data for application portfolio management is provided in Section J of each Task Order.
Number of applications is minimized.
Utilization of available licenses is maximized.
User Survey Summary indicates application portfolio management category rating is 4.0 average score or above.
| 3.4.1 |
| Inventory Management |
| The Contractor shall manage application inventory to ensure excess applications and functional redundancies are identified and reported in a timely manner. |
| The Contractor shall perform an annual review of application portfolios for each client organization, for both enterprise IT application portfolios and local application portfolios, to identify functional redundancies, lack of utilization, and justification for continued use of these applications. |
The Contractor shall submit the Application Portfolio Review Report including all identified functional redundancies and lack of utilization per Task Order.
Application portfolio review reports are complete as specified.
| 3.4.2 |
| License Administration |
| The Contractor shall manage application licenses to ensure license reviews are completed in a timely manner and licenses are utilized appropriately. |
| The Contractor shall conduct annual license reviews of all applications' usage and corresponding terms in the licensing agreements to identify license deficiencies and excesses based upon the existing license allocation to each client organization. |
The Contractor shall submit a License Review Report listing all identified license deficiencies and excesses per Task Order.
The Contractor shall track departing and new application users and report all potential licensing deficiencies to client organizations as they occur.
The Contractor shall report all licensing agreement violations to KO immediately upon discovery.
All licensing deficiencies and agreement violations are reported.
| 3.4.3 |
| Application Standardization Planning |
| The Contractor shall plan for application standardization to ensure local applications and existing data structure can be integrated to the deployed enterprise IT applications in a timely manner. |
| The Contractor shall support application standardization efforts per DODI 4120.24, Defense Standardization Program (DSP) Policies and Procedures. |
Application standardization includes migrating from redundant and outdated local applications to deployed enterprise IT applications.
The Contractor shall support application standardization efforts and develop a migration plan to include an outline of required efforts by category, a schedule, and estimated man-hours. The Contractor shall submit the Application Standardization Migration Plan per Task Order.
Migration plans are complete as specified.
| 3.5 |
| Information Assurance (IA) |
Support
| The Contractor shall provide IA support services to ensure that the risk and magnitude of harm resulting from unauthorized access to or compromise of systems and data are minimized. |
| The Contractor shall comply with programs and policies per SECNAV M-5239.1, DoN Information Assurance Manual, and SECNAVINST 5239.3, DoN Information Assurance Policy and DODI 8580.1, IA in the Defense Acquisition System. |
Historical data for IA support is provided in Section J of each Task Order.
Information assurance support is provided as specified.
No breach in security to systems and data due to Contractor's negligence.
User Survey Summary indicates Information Assurance Support category rating is 4.0 average score or above.
| 3.5.1 |
| Public Key Infrastructure (PKI) Support |
| The Contractor shall support the administration of PKI to ensure cryptographic logon utilities can be properly utilized. |
| The Contractor shall comply with PKI operations and procedures per DODCP X.509, Certificate Policy for the U.S. DoD, and COMNAVNETWARCOM Message DTG 291920Z MAR 04, Navy CAC and PKI Implementation Guidance Update. |
The Contractor shall distribute intranet linkage to the cryptographic logon utilities and subsequent updates provided by COMNAVNETWARCOM to network users via e-mail with installation instructions.
PKI utilities, updates, and installation instructions are received by all network users.
| 3.5.2 |
| Certification and Accreditation |
| The Contractor shall perform certification and accreditation to ensure all local systems and applications meet DoD IA requirements in a timely manner. |
| The Contractor shall perform certification and accreditation of non-NMCI systems and applications per DODI 5200.40, DoD Information Technology Security Certification and Accreditation Process, and DOD 8510.1-M, Department of Defense Information Technology Security Certification and Accreditation Process Application Manual. |
The Contractor shall perform specified precautionary IA measures and security verifications for the certification and accreditation of systems and applications.
Certification and accreditation are completed as specified.
Certification and accreditation are performed within the specified time in each Task Order after initial installation or significant modifications are made that change the security posture or accreditation status, and annually thereafter.
| 3.5.3 |
| Physical Security |
| The Contractor shall perform physical security services to ensure IT resources are protected from damage, loss, theft, or unauthorized physical access. |
| Inventory of IT resources are provided in Section J of each Task Order. |
A listing of available secure facilities is provided in Section J of each Task Order.
The Contractor shall comply with SECNAVINST 5510.36, DON Information Security Program Regulation.
The Contractor shall take all necessary precautions to protect non-NMCI Government IT resources including placing resources that can be removed or copied in specified secured locations with limited and accountable access.
IT resources include, but not limited to, IT infrastructure, equipment, electronic media, and documents.
Physical security services are performed as specified.
No occurrence of damage, loss, theft, or unauthorized access to IT resources due to Contractor's negligence.
| 3.5.4 |
| Threat and Vulnerability Alert |
| The Contractor shall alert all network users of potential network threats and vulnerabilities to ensure precautionary actions can be taken in a timely manner. |
| The Contractor shall distribute Information Assurance Vulnerability Alerts (IAVA) and Information Assurance Vulnerability Bulletins (IAVB) messages from COMNAVNETWARCOM to all network users via e-mail including recommended precautionary actions that users can take to reduce IA risks. |
The network user database grouped by client organizations is provided in Section J of each Task Order.
All network users are notified of potential network threats within the specified time after an alert message is received.
| 3.5.5 |
| Security Awareness Training |
| The Contractor shall support mandatory network security awareness training requirements to ensure training notifications are made and completion status is reported in a timely manner. |
| The Contractor shall distribute intranet linkage to the annual DoD Information Awareness Training course with completion deadline to all network users and local system users. |
The Contractor shall implement a tracking and verification system with the management of all client organizations to confirm all network users have completed the DoD Information Awareness Training as a condition of access to DON network and local systems. The Contractor shall submit the Security Awareness Training Completion Status Report by client organization per Task Order.
All network users and local system users are properly notified via e-mail within the times specified by each Task Order after Contractor receives DOD IA annual training notification from parent command’s CIO.
0304010 – IT Support and Management
| Spec Item |
| Title |
| Performance Objective |
| Related Information |
| Performance Standard |
| 4 |
| Non-Recurring Work |
| Non-recurring work may be ordered utilizing DoD FEDMALL in accordance with Section H or on a task order in accordance with the PROCEDURES FOR ISSUING ORDERS clause in Section G. The order will specify the exact locations and types of work to be accomplished. The period of performance will be specified in each order. |
| Refer to Task Order for non-recurring work ELINs for task listings, descriptions and related requirements. All periods of performance are measured from issue date of order to acceptance of the work. Performance Standards for non-recurring work will be the same as those in Spec Item 3 where applicable. |
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