N66001-18-R-0011 PWS_ACSS_12 Dec 2017.docx

Performance Work Statement (PWS) ADVANCED CYBER SUPPORT SERVICES IN SUPPORT OF GOVERNMENT NETWORK OPERATIONS AND SECURITY CENTER

1.0 INTRODUCTION

The supported Government office is a nucleus for enterprise data network services, network support to deploying forces, and technical development of network-enabled Information Technology (IT) Government Enterprise Network (GEN) and its hosted information systems and services; global Command and Control (C2) capabilities; and, at an enterprise level, for the defense and protection of the GEN and providing associated technical leadership and management support of enterprise services and devices. The Government office provides support of the GEN and supported teams from a primary site in Quantico, VA, as indicated for each task throughout this PWS. Eight Information Technology (IT) Support Centers (ITSCs) are responsible for the management and compliance of devices (specifically workstations and other endpoints) within their regions. From the Quantico Operations Center (a Government office), personnel monitor network operations 24x7x365 through an array of strategically positioned sensors to ensure the availability and security of the GEN. The Operations Center monitors three major areas of the GEN: (1) threats and vulnerabilities; (2) Information Technology (IT) systems status and performance; and (3) global Government operations.

2.0 BACKGROUND

2.1 The GEN is comprised of two components, the Non-Secure Internet Protocol Router Network (NIPRNET) (GEN-N) and the Secret Internet Protocol Router Network (SIPRNET) (GEN-S). There are currently approximately 76,000 managed assets on the GEN-N, and 8,000 on the GEN-S. The GEN provides the Government with connectivity to defend network and data services essential for accomplishing assigned missions. The GEN enables business, warfighting, and command and control (C2) capabilities from the Supporting Establishment in global Operating Forces to parent networks. The GEN encompasses entirety sub-component of the Government’s general service NIPRNET and SIPRNET common user network environments, including all communication circuits and attached devices and systems. The GEN is comprised of the garrison network (both NGEN and Legacy), deployed/tactical networks, and infrastructure that supports access to Defense Information Systems Agency (DISA) managed mainframe computer services. The GEN is a portion of the overall Department of Defense (DoD) Global Information Grid (GIG) and is a designated National Security System (NSS). The NIPRNET, which transverses the GEN Points of Presence (POPs) on the Wide Area Network (WAN), is a DISA-facilitated DoD NSS.

2.2 The GEN is comprised of over 200,000 users positioned behind NIPRNET and SIPRNET tier 2 and 3 boundaries at over 30 bases/posts/stations and a varying number of deployed locations around the globe. Each tier 2 and 3 boundary is under Government office oversight and consists of an integrated suite of firewalls, routers, switches, and virtual private network devices. Behind these boundaries are Government office managed enterprise virtual server infrastructure, storage area networks and messaging environments. In all, the Government Office manages over 5,000 physical and virtual systems on the GEN world-wide.

3.0 SCOPE

The objective of this PWS is to support the Government office in carrying out the technical, engineering, operations, maintenance, and management functions that support global network operations and defense of the GEN. The Contractor support will enable the Government office to maintain a tightly integrated, agile, defensible, survivable network capable of supporting highly distributed operations as well as an efficient and effective business enterprise. The range of services required include support services for the monitoring and operation of the GEN ensuring the availability and security of the network and remaining responsive to the identified demands of the GEN. The contractor shall perform work at the designated sites specified in the PWS. Not all tasking requires 24 hours x 7 days x 365 days a year support and the level of support required is defined in each section.

The work to be performed is Severable-type, Level of Effort (term).

4.0 APPLICABLE DIRECTIVES/DOCUMENTS

Unless otherwise supplemented or superseded, Directives applicable to the performance of the subject work are as follows:

· Information Technology Infrastructure Library (ITIL) version 3 framework established guidelines for the Information Technology Service Management (ITSM) discipline for managing information technology (IT) systems.

· Department of Defense Directive 8570-1 (DoDD 8570-1) - Information Assurance. Training, Certification, and Workforce Management. 12-2005 with Incorporated change of 4-20-2010.

· Secretary of the Navy-SECNAVINST 5510.30B- Department of the Navy (DON) Personnel Security Program (PSP) Instruction

· Secretary of the Navy (SECNAV M-5510.30)--Department of the Navy Personnel Security Program

· Secretary of the Navy (SECNAVINST) 5510.36A- Department of the Navy (DON) Information Security Program (ISP) Instruction

· Secretary of Navy (SECNAV) M-5510.36-Department of the Navy Information Security Program Manual, 1 Jul 06

· Additional Regulatory Guidance: As needed per specific tasking, the Contractor shall apply Government, Department of the Navy and the Department of Defense Information Assurance policies, procedures, and technical communication requirements as defined under the following, which can be found through the Defense Information Systems Agency (DISA) portal at https://iase.disa.mil, and United States Cyber Command, https://www.cybercom.mil/default.aspx, under the orders and Directives tab. For example, Risk Management Framework Security Technical Information Guides required for certification and accreditation activities under Task C.5.4.

All products, processes, and procedures must adhere to Government provided standards to include local SOPs, DISA, DoD, and other Government directives and guidelines.

5.0 TECHNICAL REQUIREMENTS

The contractor shall provide support services in the work areas listed below.

5.1 Program Management

All subtasks under this section are required to be performed during normal business hours (8 hrs x 5 days/week x 52 weeks (8x5x52) (Federal business days). The Contractor shall provide program management support. Tasking includes the management and oversight of all activities performed by contractor personnel, including subcontractors, to satisfy the requirements identified in this PWS. The Contractor shall identify a Program Manager (PM) by name who shall provide management, direction, administration, quality assurance, and leadership of the execution of tasking. The PM shall serve as the Government’s primary point-of-contact and provide technical supervision and guidance for all contractor personnel assigned to support the Government office.

5.1.1 Coordinate a Project Kick-Off Meeting.

The Contractor shall schedule and coordinate a Project Kick-Off Meeting (CDRL A001) to occur within three calendar days of contract award at a location hosted by the Government, located at Quantico, VA. The meeting will serve as an introduction between the contractor personnel and Government personnel who will be involved with tasking. The meeting will provide the opportunity to discuss technical, management, and security issues, and travel authorization and reporting procedures. At a minimum, the attendees shall include the Government Technical Point of Contact (TPOC), contractor personnel able to answer questions and conduct the kickoff meeting, the Contracting Officer’s Representative (COR) and other relevant Government personnel. The Contractor shall provide a status of transition Activities (e.g. Clearances, Communication/Organizational Awareness, Personnel), Government actions required, and a plan for the contractor to deploy resources to keep the network operational.

5.1.2 Prepare a Monthly Status Report (MSR).

The Contractor PM shall develop and provide a MSR (CDRL A007) using Microsoft (MS) Office Suite applications, by the tenth of each month via electronic mail to the TPOC and the COR.

The MSR shall include the following:

· Activities during reporting period, by task (include: on-going activities, new activities, activities completed; progress to date on all above mentioned activities). Start each section with a brief description of the task.

· Problems and corrective actions taken. Also include issues or concerns and proposed resolutions to address them.

· Personnel gains, losses, and status (security clearance, etc.).

· Government actions required.

· Schedule (show major tasks, milestones, and deliverables; planned and actual start and completion dates for each).

· Summary of trips taken, conferences attended, etc. (attach Trip Reports to the MSR for the reporting period).

5.1.3 Meeting Minutes.

The Contractor shall prepare and deliver Meeting and Review Minutes (CDRL A008) for all meetings specified in this PWS or else identified by the Government Notes shall be provided to the Government within 24 hours of meeting and Government acceptance shall occur with 48 hours thereafter. At a minimum the minutes shall contain the following: Date and place, Attendees, Purpose of meeting/review, Brief description of items discussed, Results/Outcome, and Action items.

5.1.4 Convene Technical Status Meetings.

The Contractor PM shall convene a monthly Technical Status Meeting (CDRL A005) with the TPOC, COR, Contractor technical Subject Matter Experts (SME) as necessary, and other Government stakeholders. The purpose of this meeting is to ensure all stakeholders are informed of the monthly activities and MSR, provide opportunities to identify other activities and establish priorities, and coordinate resolution of identified problems or opportunities. The Contractor PM shall provide minutes of these meetings, including attendance, issues discussed, decisions made, and action items assigned, to the COR within five workdays following the meeting.

5.1.5 Prepare a Project Management Plan (PMP).

The Contractor shall document all support requirements in a PMP. The PMP shall:

a. Describe the proposed management approach for all tasks in the PWS.

b. Contain detailed Standard Operating Procedures (SOPs) for all tasks.

c. Include milestones, tasks, and subtasks required in this PWS.

d. Provide for an overall Work Breakdown Structure (WBS) and associated responsibilities and partnerships between Government organizations.

5.1.6 Update the PMP.

The PMP shall be updated annually at a minimum. The Contractor shall work from the latest Government-approved version of the PMP (CDRL A006).

5.1.7 Prepare Trip Reports.

The contractor shall submit a Trip Report for all travel (CDRL A009). The Contractor shall keep a summary of all long-distance travel including, but not limited to, the name of the employee, location of travel, duration of trip, the cost of travel, and point of contact (POC) at travel location.

5.1.8 Transition-Out Planning and Execution.

The Transition-Out Plan shall facilitate the transition without disruption in service from the incumbent to an incoming Contractor or to Government personnel at the expiration period of performance. The Contractor shall provide a draft Transition-Out Plan (CDRL A003) NLT 90 calendar days prior to expiration of the period of performance. The final plan is due 45 days prior to the end of the period of performance. All information pertinent to implementing this plan shall be delivered to the Government NLT 30 days prior to end of period of performance. The Contractor shall identify a plan for coordination with the incoming Contractor and/or Government personnel and describe plans for knowledge transfer for the following:

a. Project management processes

b. Points of contact

c. Location of technical and project management documentation

d. Status of ongoing technical initiatives

e. Plan for contractor to contractor coordination

f. Transition of Key Personnel

g. Schedules and milestones for transition activities and high priority activities determined by the government office

h. Disclosure of any actions that may be required of the Government to facilitate transition

The Contractor shall also establish and maintain communication with the incoming Contractor/Government personnel for the period of the transition meaning that they will transfer knowledge, passwords, and documents necessary to facilitate the transition and prevent a gap in service.

5.2. Cyber Support Branch Technical Services (Operations Division).

All elements under this subtask shall be performed 8 hours per day, 5 days per week, 52 weeks per year (8x5x52) (Federal business days).

The contractor shall define a software development approach appropriate for the computer software effort to be performed under this contract. This approach shall be documented in a Software Development Plan (SDP) (CDRL AA0X). The contractor shall follow this SDP for all computer software to be developed or maintained under this effort.

5.2.1 Network Common Operational Picture (NETCOP) Support.

The mission of NetCOP is to develop, operate, and maintain enterprise tools and systems to provide situational awareness of network health, vulnerabilities, threats, and events within the GEN and to operate and enhance enterprise tools enabling IT service support and operational management. NetCOP Support includes comprehensive Operations and Maintenance (O&M) of Government enterprise and information systems, both unclassified and classified, deployed in support of the NetCOP mission. The current systems employed by NetCOP are:

BMC Analytics and Business Objects Reporting technologies

Apache Tomcat Web Server

Oracle Relational Database technologies

Microsoft IIS and Apache Tomcat Web Servers

Oracle and SQL Server Relational Database technologies

SQL Server Relational Database technologies

SQL Server Relational Database technologies

Apache Tomcat Web Server

The contractor shall provide 8x5x52 (Federal business days) NetCOP support.

5.2.1.1 NetCOP – KEY ACTIVITIES The Contractor shall support the following key activities associated with NetCOP:

· Triage and classification of incidents and restoration of affected NetCOP systems to normal operation within response times specified on Attachment A: QASP and with minimal impact on system operation

· Provide user account administration and execute access controls for NetCOP systems

· Classify and fulfill service requests and work orders associated with NetCOP systems

· Implement approved configuration changes to NetCOP systems and associated software

· Implement maintenance and security patches to ensure the confidentiality, integrity, and availability of NetCOP systems and associated software

· Secure and/or harden NetCOP systems and software applications

· Develop reports and reporting capabilities specific to the tools and applications comprising NetCOP systems

· Execute performance tuning of NetCOP information systems and associated software applications and databases

· Design, review, and update the architecture of NetCOP systems

· Web style/skin design, data visualization, and graphic artistry of NetCOP systems

5.2.1.2 BMC Tools (Remedy ITSM) Administration and Architecture Support The Contractor shall be responsible for configuring aspects of the BMC tools deployed by NetCOP. The Contractor shall be responsible for configuring the following:

BMC ITSM Suite (Remedy) versions 8.1 or newer, Apache Tomcat 7.0.52 or newer, BMC Analytics version 7.6 or newer, and BMC Business Objects version 4.0 or newer software systems in a multi-tiered, highly available, enterprise environment. The current environment includes the use of Atrium CMDB, Atrium Integrator, Remedy User, Remedy Data Import, Remedy Developer Studio, and Remedy ITSM Process Designer tools to support this task. The environment consists of multiple instantiations of these systems in support of the unclassified, classified, and testing/integrations networks. The configuration tasks require capabilities in administration, troubleshooting, tuning, and architecting BMC tools in large-scale, global, environments. The Contractor shall develop custom workflows, forms, and applications using the identified tools. The Contractor shall be responsible for developing reports in both the built in Business Intelligence and Reporting Tools (BIRT) and the BMC Business Analytics system. Support tasks shall also include user support including account and access management, incident response, and responding to informational requests.

5.2.1.3 Operational Directives Reporting System Support

The Contractor shall be responsible for operating and maintaining the currently deployed system in accordance with required system uptimes, as well as perform full life cycle development activities ranging from development and implementation of minor enhancements to development and implementation of major version releases and revisions. The Contractor shall develop web based solutions and applications in a multi-tiered, highly available, enterprise environment utilizing the following:

· Microsoft C#

· Microsoft Asp.net

· Microsoft Visual Studio

· Microsoft .Net Entity Framework

· Microsoft SQL Server 2008 (or newer)

· Microsoft SQL Server 2008 Reporting Services (or newer)

· Microsoft IIS skills

The Contractor shall develop reports in both the web application front end and back end database technologies. The Contractor shall provide capabilities to support creating custom workflows, forms, and web applications. Support tasks include aspects of user support, such as account and access management, incident response, and responding to informational requests.

The Contractor shall be responsible for developing custom designs, visual layouts, and graphic art for the graphical user interfaces of systems supported by NETCOP. This support includes designing the layout and data visualization aspects of reports generated by NETCOP systems. The environment includes ASP.net C#, and requires capabilities in designing, creating, and implementing cascading style sheets for ASP.net web applications.

5.2.2 Assured Compliance Assessment Solution (ACAS) Support

5.2.2.1 ACAS Implementation Support

The Contractor shall support the Command in the design and implementation of ACAS solutions for all GEN networks as well as train operators from subordinate offices and internal Information Assurance personnel to maintain and operate the Secure Configuration Compliance Validation Initiative (SCCVI) tool functionality.

The Contractor shall:

· Rack and provision Government furnished equipment (servers), install and patch operating systems and applications, and document DISA STIGs applicable to each network environment for all ACAS implementations.

· Assess current ACAS implementations for each of the GEN networks and recommend changes (CDRL A00M). Document the steps required to design the ACAS solution for each of the GEN networks to include IP address, Fully Qualified Domain Name, and physical location of each component (CDRL A00M).

· Create network diagrams of the designs with Microsoft Visio (include list of hardware and software requirements) (CDRL A00M).

· Create reporting dashboard designs and reports for each environment that are specific to the following audiences: Leadership & Executives; Cybersecurity Staff; and System Administrators (CDRL A00M).

· Ensure GEN networks receive periodic updates from either the DISA/DoD Patch Repository or Tenable.

· Implement the Reporting Dashboard designs and use reporting tool to create reports.

5.2.2.2 ACAS Operations Maintenance and Training

The Contractor shall support the Command in the design and implementation of ACAS solutions for all GEN networks as well as train operators from subordinate offices and internal Information Assurance personnel to maintain and operate the Secure Configuration Compliance Validation Initiative (SCCVI) tool functionality.

The Contractor shall:

· Rack and provision Government furnished equipment (servers), install and patch operating systems, application, and document DISA STIGs applicable to each network environment for all ACAS implementations.

· Assess current ACAS implementations for each of the GEN networks and recommend changes (CDRL A00M).Document the steps required to design the ACAS solution for each of the GEN networks to include IP address, Fully Qualified Domain Name, and physical location of each component (CDRL A00M).

· Create network diagrams of the designs with Microsoft Visio (include list of hardware and software requirements) (CDRL A00M).

· Create reporting dashboard designs and reports for each environment that are specific to the following audiences: Leadership & Executives; Cybersecurity Staff; and System Administrators (CDRL A00M).

· Ensure GEN networks receive periodic updates from either the DISA/DoD Patch Repository or Tenable.

· Implement the Reporting Dashboard designs and use reporting tool to create reports.

5.3 GEN Operations Support (Operations Division)

The Government office Operations Center serves as the Systems Control Center for all Government Enterprise Network systems. The Operations Center utilizes industry best practices in the ITIL v3 framework with a focus on Service Transition and Service Operations. The Operations Center is segmented into five primary groups which are overseen by one management element. The five groups in the Operations Center are: Watch Teams, Network Operations Center (NOC) Service Desk, IT Business Processes, Unified Communications, and Operations Center Development. Each one of these sections is reliant on one another to be successful in the group’s individual mission. Required operational hours and locations are specified under each subtask. The following is historical workload data for the Operations Center:

For all subtasks under 5.3, the following guidance for required response times and service target requirements shall be used.

The timeliness of responses and resolutions below are determined by comparing the urgency and impact of an incident as defined in the tables below. The inputs are then auto calculated into a priority designation using the Remedy system.

Table: Government Office Incident/Event Impact Levels

Extensive/Widespread

Multiple Bases/Posts/Sites

MAC I

System/Service -Or- MAC II System/Service degraded >50% Capabilities vital to mission effectiveness or operational readiness of deployed or contingency forces are impacted

Significant/Large

An Entire Base/Post/Site

MAC II

System/Service degraded <50% -Or- MAC III System/Service degraded >50% Capabilities vital to mission effectiveness or operational readiness of deployed or contingency forces are impacted

Moderate/Limited

Multiple Customers

MAC III

System/Service degraded <50%

N/A

Incident Urgency Determination Urgency is a measure of how long it will be until the Incident will have an impact on the affected customer(s). When evaluating and selecting urgency, consider the customer’s required time to resolution, the availability of a work-around, VIP status, and risk. The four categories are defined in the table below. The category will be annotated in the Urgency Field of the record.

Table: GOVERNMENT OFFICE Urgency Categories

Critical

Immediate resolution or fulfillment of Service Request is required

High

Plausible Risk that Impact will increase if resolution is not achieved

Routine work

Medium

Low

Incident Priority Determination The Incident Priority and Weight are auto-calculated and auto-populated by the Remedy system in accordance with the table below, based on selected values for Impact and Urgency. Weight can be used to distribute activities more efficiently across the command’s workforce.

Table: GOVERNMENT OFFICE Priority Table

Extensive / Widespread 9

Significant / Larger 5

Localized 0

Critical 20

Critical 29

Critical 25

High 15

Critical 24

High 20

High 18

Medium 15

Medium 10

High 19

Medium 15

Medium 13

Medium 10

5.3.1 Information and Knowledge Facilitation, and Web Content Support All elements under this subtask shall be performed 8 hours per day, 5 days per week, 52 weeks per year (8x5x52) (Federal business days). As the Systems Control Center for the Government office, the Operations Center must maintain positive control and understanding of information as it’s reported and disseminated from and to our higher headquarter and fleet customers.

Information Management comes in a myriad of forms, and as such, the Operations Center is required to publish information on a routine basis (i.e. shift reports, weekly roll-up reports, and monthly reports. See subsequent sections for more details on reporting). In order to perform this function Government office must utilize numerous methods to transmit information such as operational message traffic, posting and development of informational websites, submission of knowledge articles, submission and archiving of organizational emails, creating blogs and streaming feeds, and other organization's online offerings for the IT community.

The Contractor shall:

· Assist in the creating of, and adherence to, an Operations Center information management plan.

· Ensure the knowledge database is maintained in accordance with Government policies and procedures and up-to-date to include initial and annual reviews.

· Populate the knowledge management database in accordance with Government policies and procedures.

· Facilitate meetings between IT technical support sections, to include producing agendas and meeting minutes for publication.

· Design websites to support the organization's strategies and goals relative to external customer and higher headquarters communications, using web development technologies such as SharePoint, Java, and HTML.

· Provide graphical design support by means of art, images and visual materials for mass communications, briefings, presentations, and informative and instructional material through a variety of media outlets and multimedia programs.

· Provide, manage, and perform website editorial activities including, gathering and researching information that enhances the value of the site.

· Provide web content development for the overall functionality of the Government office Knowledge Management collaborative site that supports information gathering and decision-making.

5.3.2 Watch Team Support (Quantico)

All elements under this subtask shall be performed 24 hours per day, 7 days per week, 365 days per year (24x7x365). The Government office Watch Teams serve as the eyes and ears of the GEN. These teams prioritize and align resources to best meet the mission of the Government office. The Contractor shall support 24x7x365 real time analyses of all events and incidents as they occur on the network. The Contractor shall also serve as a team consultant to the Government office Battle Captain.

The Contractor shall serve as action officers and have knowledge of IT business processes. The Contractor shall use Event management tools, BMC Remedy, SharePoint, and Service Operations tools to perform this task. The Contractor shall perform troubleshooting to support networking, servers, and applications incident support. Each Contractor position on the Watch Team shall create a Daily Turnover Log entry in accordance with Watch SOPs. The Contractor shall provide Watch Team Work Updates (CDRLA00H) to the Government TPOC or designee each week that outline work performed and work to be accomplished in the upcoming week.

The Contractor shall, in accordance with Watch Team SOPs to be provided upon award:

· Monitor, detect, and take immediate action on events and incidents as they occur on the network based on Watch Team operating procedures.

· Identify problems and take appropriate actions based on Watch Team operating procedures.

· Create Watch Team Formal Reports and assign work requests to the proper group based on Watch Team operating procedures (CDRL A00H).

· Collect and analyze events and incidents from multiple sources and correlating information between IT management tools based on Watch Team operating procedures.

· Advise the Government office Battle Captain on the best business process to use to achieve desired results based on Watch Team operating procedures.

Assist in the creation and distribution of on-demand Situation Reports as required.

5.3.2.1 Watch Clerk Support

Watch Clerks play an integral role in allowing the Government office Battle Captain to make the best possible decisions with available information. The Watch Clerk environment is supported by SharePoint and Remedy automated tools.

The Contractor shall, in support of the Watch Team:

· Manage, track, and file any and all information that the Government office Watch Team receives and produces.

· Document all actions taken in order to resolve incidents on the enterprise network.

· Organize all Government office Watch Team data based on team procedures.

· Filter information quickly and easily to gain important information necessary for the Government office Battle Captain to make decisions.

· Provide Watch Team Reports to the Government office Battle Captain and Executive Staff (CDRL A00H).

· Produce executive level Watch Team Briefings for Government office.

5.3.3 NOC Service Desk Support

All elements under this subtask shall be performed 24 hours per day, 7 days per week, 365 days per year (24x7x365). The NOC Service Desk manages and coordinates the handling of Tier III level incidents, problems, events and requests with users and Government IT groups for unclassified and classified equipment. NOC IT Service Management practices are supported by ticketing tools (e.g., BMC Remedy) and event monitoring tools (e.g., Hewlett Packard) to provide and manage the 24x7x365 Tier III NOC service desk support.

The Contractor shall:

· Provide Service Desk services to all subordinate office IT groups for unclassified and classified services.

· Monitor ticket submission and tracking through multiple means such as single number and single Web interface.

· Perform start to finish event management, including monitor Event Consoles for Events that require action, initiating Incidents and RFCs as required. Analyze Event records to detect trends.

· Document, assess, track, resolve, and fulfill Service Desk incidents, problems, events, and requests in accordance with the documented Incident Management and Problem Management processes.

· Coordinate with the Government office Watch Teams and Government representatives to resolve events, incidents and problems in accordance with the Event Management, Incident Management and Problem Management processes such as anomalies that affect more than one user.

· Coordinate with the Government civilians, military, and third party Contractors to resolve Network events, incidents and problems to include Install Move, Add, and Changes services for the customer; and to resolve Network connectivity anomalies.

· Recommend enhancements to documented processes and procedures.

· Assess equipment remotely, when possible, to resolve incidents, perform reconfiguration, and push software.

· Operate the on-line status system to initiate, query, track, update, and display Information, (such as aging and backlog) pertaining to incidents, problems, and service requests.

· Track the resolution of Government office incident tickets as required.

· Verify resolution with the customer prior to resolving the ticket.

· Provide the Government TPOC with a Post-Incident Report (CDRL A00J) regarding the reason for the outage, corrective actions taken, and any follow-on actions upon resolution of a trouble ticket for service outages.

· Recommend and implement a customized priority process for service requests from deployed forces within the existing ticketing system.

· Generate, post, and retain historical information for weekly and monthly Service Desk performance measurements on a Government designated website and report this information as part of the Weekly and Monthly In-Progress Review (CDRL A00K).

· Process, manage, and execute classified and unclassified service requests.

· Stay up-to-date on industry best practices for Tier III Service Desk operations.

· Develop and provide training on information processes, tools, and methodologies in support of the Service Desk.

· Provide users technical assistance and guidance to resolve service delivery issues.

5.3.4 IT Business Process Management Support

All elements under this subtask shall be performed 8 hours per day, 5 days per week, 52 weeks per year (8x5x52) (Federal business days).

Operations Center Business Process Management supports the maintenance and documentation of information management strategies to include Cyber Operations and Defense SOPs, Government systems efficiency review, and continual Government Enterprise Network development to be employed by Government office Operations Center personnel. It also supports the implementation and management of the ITSM processes as implemented by the Government office. These currently include Incident and Service Request Management, Changes and Release Management, Event Management, and Problem Management.

The Contractor shall:

· Analyze and reengineer the processes, with an understanding of technical problems and solutions as they relate to the current and future business environment.

· Conduct full Business Process Reviews and recommend and facilitate changes to business process that align to continuous service improvement initiatives.

· Coordinate meetings between IT technical support sections, to include producing agendas, sending meeting invitations, and producing meeting minutes.

· Conduct Business Process Audits to ensure adherence to IT management policies and procedures.

· Maintain the Operations Center collaborative site to coordinate planning, documentation, and training.

· Develop and administer a Training and Exercise Employment Plan (TEEP) that clearly outlines the major milestones directed by Operations Center management in accordance with Force Order (FORO) 3502.1.

· Determine estimated costs to the user of lost IT services.

· Identify and document areas of improvement in IT management on Government Enterprise Network in a GEN Business Process Improvement Report.

· Develop business case analysis/analysis of alternatives to recommend and develop courses of action which best meet the GOVERNMENT missions and needs.

· Draft and perform audits and updates of current and purposed IT management policies and procedures utilizing best business practices.

5.3.5 Quality Control Support

All elements under this subtask shall be performed 8 hours per day, 5 days per week, 52 weeks per year (8x5x52) (Federal business days).

The Contractor shall provide administrative and analytical support services related to computer networks and/or telecommunications with primary knowledge requirements associated with Quality Assurance. Contractor shall use Quality Control processes to review existing performance and recommend process improvements to improve performance metrics. The success of the Contractor in this area is dependent on the ability to properly identify and measure those ITSM Processes implemented by the Government office.

The Contractor shall:

· Support and document an established Quality Control process using the Deming cycle, i.e., the Plan, Do, Check, Act (PDCA). This process should focus on identifying root causes or deficiencies in service operations.

· Document specific levels of quality that need to be achieved and how those objectives will be measured Based upon the applicable service level requirements.

· Collect data from the ITSM system and end users for the ITSM processes implemented by Government. These include but are not limited to Incident Management, Change Management, Problem Management and Knowledge Management.

· Review and analyze collected data comparing it to expected level of quality listed in the attached QASP and SOPs.

· Determine the differences between expected and achieved levels of quality, determine their root cause, identify service deficiencies and recommend courses of action that will improve the process being reviewed.

· Develop and provide leadership with scheduled Quality Assurance Reviews that identify whether service quality is being met IAW performance requirements established in the QASP.

5.3.6 Incident and Service Management Request Support

All elements under this subtask shall be performed 8 hours per day, 5 days per week, 52 weeks per year (8x5x52) (Federal business days).

The Contractor shall provide administrative and analytical duties related to computer networks and/or telecommunications with primary knowledge requirements of Incident and Service Request Management. To achieve this objective, Contractor shall ensure the incident and service request management Standard Operation Procedures (SOPs) and system workflows are being closely adhered to as the technicians work through the requests. The environment is supported by BMC Remedy, Crystal Reporting, and BMC Analytics.

The Contractor shall:

· Act as a point of contact for all Government office IM process activities

· Conduct technical and non-technical reviews of incident management procedures and recommend process improvements.

· Identify and report on trends and potential problem sources by reviewing incident and problem analyses.

· Track and manage all open incidents within the Government office.

· Interfacing with Battle Captains and Queue Managers for the purpose of ensuring adherence to performance standards and resolution of Incidents/Service Requests in accordance with required response times.

· Develop and provide Detailed Incident and Service Request Management Reports with a primary focus on Critical Success Factors and Key Performance Indicators.

· Document and update all incident records; coordinate incident response actions between the Government office and other Government offices and defense intelligence groups.

· Report on customer service metrics.

· Coordinating with Government office Section level Queue Managers on Incidents/Service Requests as required.

· Identify and recommend Incident Management training requirements based on process improvement recommendations or identified areas requiring improvement.

5.3.7 Change/Release and Deployment Management Support

All elements under this subtask shall be performed 24 hours per day, 5 days per week, 52 weeks per year (24x5x52) (Federal business days).

The Contractor shall provide Change Management and Release and Deployment Management functions. The Contractor is responsible for customer support and change, release and deployment best practices.

The Contractor shall:

· Ensure Requests for Change (RFC) submitted are valid, complete, and accurate.

· Perform risk and impact assessments on all submitted RFCs.

· Ensure all approved RFCs are prioritized correctly based on Government direction.

· Assist in the initiation, tracking and facilitating post implementation review of completed RFCs as needed.

· Assist in development of release manifest’s and project plans within BMC Remedy in support of enterprise level projects.

· Ensure all approved RFCs are associated to an appropriate release record within BMC Remedy when required.

· Ensure that the forward schedule of change is up-to-date and accurate. This may include schedules in multiple locations, to include BMC Remedy and Microsoft Sharepoint.

· Participate in Government regional and enterprise change activities as needed.

· Coordinate with regional change and release managers/coordinators as needed.

· Participate in ITSM process initiatives and process reviews.

· Draft Operational Advisories for release.

· Monitor each RFC throughout its entire lifecycle.

· Assist the organizational liaison for all approved RFCs.

· Coordinate with and assisting the organization and external agencies for all RFCs and any issues that fall within the Change Management and Release and Deployment Management functions, as defined by the organization.

· Ensure all Change Management and Release and Deployment Management processes and procedures are adhered to by the organization and external agencies; provides input into important decisions regarding Change Management and Release and Deployment Management supporting technology requirements and process improvement.

· Raise change-related issues to the required level of management.

5.3.8 Unified Communications (UC) Support

For all items under this subtask, the Contractor shall provide 8x5x52 (Federal business days) global support. The INS Unified Communications Section provides Tiers I - III support and is responsible for maintaining end-to-end converged IP communication services across the GEN. The INS UC section implements unified communication and collaboration technologies on the unclassified and classified networks for the Government while managing effective and efficient technological insertions to achieve IP convergence that is secure and interoperable.

The Contractor is responsible for participating in weekly UC section meetings and providing verbal and written updates related to their UC tasks; problems they have encountered in the past week; and their plans for the upcoming week. The contactor shall provide a weekly UC Status Report (CDRL A00F), as detailed in UC SOPs, documenting UC incidents and meeting outcomes. The Contractor shall conduct Incident Queue Management and ensure that tickets are disseminated in accordance with skill set and Subject Matter Expert Desktop Procedure D03-502.

5.3.8.1 UC Network Architecture Support

The Contractor shall provide UC network architecture support to operate and maintain the unified communication’s enterprise voice and video architecture.

The Contractor shall:

· Conduct Change, Incident, Service Request, Problem, Configuration, and Asset Management per Government office SOPs in order to provide technical end user and core service support. Change Incident and Service Request Management constitutes primary effort and requires the ability to establish and maintain constructive, positive relationships with representatives of Government Post, Bases and Stations; Defense Information’s Systems Agency, Government office Personnel and other contracted staff supporting Government Network Operations.

· Conduct and document monthly UC Network Architecture Reviews (CDRL A00G), as detailed in UC SOPs, of configurations and settings in order to identify security vulnerabilities, security incidents and conduct appropriate actions to report identified issues and recommend corrective action to the UC Government TPOC.

· Provide network documentation to support GEN accreditation, auditing and operations per DoD 8510.01 and Government officeSOPs (CDRL A00C).

· Review and identify network traffic statistics, equipment, and configurations to provide utilization, capacity, optimization and security reports.

· Conduct onsite survey’s in order to identify requirements to facilitate the installation or decommission of equipment and systems.

· Conduct installation and initial connection of equipment and systems locally and remotely.

· Perform preventive maintenance, during non-core hours on the system including scheduled preventive maintenance such as periodic tests, inspections, and all other preventive maintenance services/practices recommended by the OEM and as specified in Government office SOPs.

5.3.8.2 UC Communications and Capabilities Onsite Support

The Contractor shall provide direct onsite and regional UC support to major Government Installations and Commands while maintaining global UC operation support for Critical and High incidents.

5.3.8.3 UC Voice over Internet Protocol (VOIP) Support

The Contractor shall provide secure VoIP networks, Session Initiation Protocol (SIP), and Skinny Call Control Protocol (SCCP), H.323 protocols. The technologies supporting VoIP support include Windows Server and LINUX operating systems.

The Contractor shall:

· Support the Unified Communications architecture including adding, deleting and changing end instruments, implementing complex call routing schemes, securing VoIP configurations (also SIPRnet) IAW Defense Information Systems Agency (DISA) Secure Technical Implementation Guides (STIG), configuring logging, firewall traversal, and troubleshooting.

· Configure VoIP within Government office control.

5.3.8.4 UC Video Teleconferencing (VTC) Support

The Contractor shall provide VTC support including adding, deleting, and changing endpoints, gatekeeper and gateway functionality, securing end instrument configurations in accordance with DISA STIGs, configuring system logging (SYSLOG), troubleshooting, and networking/firewall traversal as well as with the SIP, H.320, and H.323 protocols. The environment consists of Windows Server Operating system and videoconferencing servers.

The Contractor shall:

· Configure, maintain, and operate the videoconferencing servers which provide centralized patching, provisioning, and configuration capabilities of all GEN VTC endpoints.

· Coordinate with other defense and intelligence agencies to develop and deploy QoS policies in accordance with Government officepolicies. Configure all Enterprise VTC System within Government office.

5.3.8.5 UC Enterprise VTC Directory Support

The Contractor shall provide the day to day upkeep of the directory servers including directory management, patching, COOP/DR.

The Contractor shall:

· Configure, maintain, and operate the videoconferencing directory servers which provide GEN wide VTC directory.

· Work with external entities to ensure accuracy in provided information and coordinate updates as required.

· Ensure weekly database backups are completed and migrated to the COOP server.

· Ensure directory integrity and quality by performing audits and report anomalies based on documented standards.

5.3.8.6 UC Quality of Service (QOS) Support

The Contractor shall provide QoS in support of the GEN environment. The Contractor shall be responsible for implementation and management of QoS strategies and policies in accordance with SOPs.

The Contractor shall:

· Implement QoS strategies in the LAN and WAN environment to include both strategic and tactical networks

· Work with other defense & intelligence agencies to develop and deploy QoS policies in accordance with GOVERNMENT OFFICE policies.

· Provide technical advice and solutions on the configuration of network QoS across the GEN.

5.3.8.7 UC Information Assurance Support

The Contractor shall provide Information Assurance (IA) support of the GEN UC environment, and is responsible for compliance implementation of vulnerability mitigations as identified by GEN scanning tools.

The Contractor shall:

· Perform weekly information assurance scans utilizing ACAS in support of IAVA compliance.

· Remediate any findings identified by the information assurance scans.

· Remediate any findings identified by DISA STIGs.

· When vender patched become available, ensure they are tested prior to application to any UC device.

5.3.9 Enterprise Directory and Messaging (EDM) Support

With the exception of Task 5.3.9.10 all elements under this subtask shall be performed 8 hours per day, 5 days per week, 52 weeks per year (8x5x52) (Federal business days). Task +

5.3.9.10 shall be performed 24 hours per day, 7 days per week, 365 days per year (24x7x365).

Enterprise Directory and Messaging (EDM) is a collection of technology management teams, support teams and an escalation/triage team. EDM consists of the following core technology management teams that are referred to as “Product Groups” (PGs): Platforms, Messaging, Enterprise Cloud Infrastructure Services (ECIS), Database Administration (DBA), and Application Management. The support teams within EDM include Cybersecurity, Operational Management, and EDM Triage.