Reports.xlsx
XLSX spreadsheet 81 KB Posted
- Attached to
- STC Managed Cloud Services State and local contract opportunity
- Solicitation number
- 5400028075
- Issued by
- South Carolina
About this file
This file is a comprehensive Reports Exhibit (Exhibit 3.3) for a Managed Cloud Services contract for the South Carolina Department of Administration (Admin), covering both State Agencies and Other Government Entities. The document details an extensive reporting framework with 41 distinct reports across multiple categories including CMDB, Change Management, Disaster Recovery, Incidents, Projects, Service Requests, SLAs, Access, Administration, Information Security, and IT Financial Management. These reports are to be delivered monthly, quarterly, or annually through the Admin Service Governance (SG) Portal or Cloud Service Governance (CSG) Portal, with most reports classified as "New" rather than existing reports.
The reports are designed to provide detailed operational transparency, including inventories of services and assets, change management activities, disaster recovery test results, incident and problem management metrics, service request analysis, security incident tracking, and administrative performance indicators. The reporting requirements include specific metrics such as incident resolution times, service level compliance, customer satisfaction assessments, and security training completions. While specific pricing is not detailed in this exhibit, the reports suggest a comprehensive performance monitoring approach that will enable the state to track service provider effectiveness, compliance, and operational efficiency across multiple dimensions of cloud service management.
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Title Page
Managed Cloud Services
| Exhibit 3.3 |
| Reports |
| Solicitation No. 5400028075 |
Overview Overview
This Exhibit contains a summary description of the format, content, and frequency of key reports required by the State. NOTE: The reports listed under the following Report Categories apply to all Service Components: Scorecard; Finance; CMDB/Software Reports; SLAs; and, Strategic.
| Column Name | Column Description |
| Contract Reference | Contract artifact reference, if applicable |
| Report Category | Functional category |
| Report ID | Identification title of the report, if applicable |
| Report Name | Name of report |
| Description | Short description of the report and report content |
| Milestone Deliverable Date (if other than Commencement) | The milestone deliverable date for each report |
| Frequency | How often the report is distributed |
| Recipient | For whom report is created |
| Report Location | Where the report is published (e.g., Portal) |
| Report Generator Tool | Tool from which the Service Provider creates the report |
| New or Existing Report | If the report is currently provided by the Existing or being requested New |
| Report Data and Creation | Each column indicates which Service Provider provides the data for the report and which Service Provider creates the report. |
&"Arial,Regular"Exhibit 3.3 (Reports)
Solicitation No. 5400026039 Page &P of &N
Reports The recipients of these reports will be South Carolina Department of Administration (Admin) for State Agencies, and individual Customers for services they receive as an Other Government Entities. Accordingly, the Report Location will be the Admin Service Governance Portal (SG Portal) for State Agencies and the Cloud Service Governance (CSG) Portal for Other Government Entities, as applicable.
| Contract Reference | Report Category | Report ID | Applicable Customer Type | Report Name | Description | Milestone Deliverable Date (if other than Commencement) | Frequency | Recipient | Report | |
| Location | State Agency Report Generator Tool | Other Government Entity Report Generator Tool | Existing or |
New
| Services and Software | |||||||||||||
| 2.1.1, 2.1.2 | CMDB | OPS-E&S01 | Services Inventory Summary Reports | Provide integrated Service Inventory reports in a format agreed with the State at various aggregated levels (e.g., account, organization, subscription, resource group, resource type) that, at a minimum, includes: | |||||||||
| - A full list of services provided to the State including key supporting cloud, infrastructure and application components (network, compute, devices, modules, applications). Data for each to include name, unique Configuration Item (CI) or Public Cloud reference, description, classification attributes to categorize, deployment date, version, and other asset attributes needed to discern the type of resource and Services that are supported by the asset. | Monthly | Admin/Other Government Entities | SG Portal/CSG Portal | TBD | TBD | New | |||||||
| 2.1.1, 2.1.2 | CMDB | OPS-E&S02 | Asset Inventory | Produce reports out of the CMDB to inform the State on the configuration items covered by the Services and supporting infrastructure. | Monthly | Admin/Other Government Entities | SG Portal/CSG Portal | TBD | TBD | New | |||
| 2.1.1, 2.1.2 | Cloud Services Configuration Items (Cis) | OPS-E&S03 | Cloud Services Inventory | Produce reports and electronic data out of the CSP, in a State agreed format, with all data required to report to Admin and Customers on services they consume and represent the official cloud services CMDB of record. | Monthly | Admin/Other Government Entities | SG Portal/CSG Portal | TBD | TBD | New | |||
| 2.1.1, 2.1.2 | 3rd Party Contracts | OPS-E&S04 | Third Party Maintenance Contract Renewal Report | ||||||||||
| (30/60/90 day) | Notify the State in advance about Service Provider-managed Third Party maintenance contracts (infrastructure and software) that are about to expire. | Monthly | Admin/Other Government Entities | SG Portal/CSG Portal | TBD | TBD | New | ||||||
| 2.1.1, 2.1.2 | Upgrades | OPS-E&S06 | infrastructure & Software Upcoming Upgrade Report | At least 90 days in advance or at the State's request, give written notice to the State of all upgrades and Software changes that are planned to occur in the following quarter. The Parties will mutually agree in writing on the timing for the implementation of upgrades. | Monthly | Admin/Other Government Entities | SG Portal/CSG Portal | TBD | TBD | New | |||
| Change Management | |||||||||||||
| 2.1.1, 2.1.2 | Change Management | OPS-CHG01 | MCS Change Report | Report all Open and Closed changes including but not limited to: normal changes, high risk, past due, three month look ahead. Includes at a minimum a breakdown of metrics by type, category, priority, effected Service or Business Owner, and success/failure. |
Provide integrated CAB reports containing all changes (both digitally and traditionally managed) that, at a minimum, includes per the SMM:
- Type (e.g., normal, standard, expedited)
- Status (e.g., submitted, active, implemented, failed)
- Change Advisory Board method used for review and approval (e.g., Admin digital CAB, Admin traditional CAB meeting, etc.)
- Provide statistical reporting on change activity to the State as requested.
| Daily/ Monthly | Admin/Other Government Entities | SG Portal/CSG Portal | Admin ServiceNow | SP ITSM Tool | New | |
| 2.1.1, 2.1.2 | Change Management | OPS-CHG02 | CAB Report | Proposed changes undergoing CAB review, including but not limited to: |
• Post-implementation review for any emergency and failed changes with recommended future mitigation steps
• Analysis of changes that incurred issues or Incidents associated with them
| • Recommendations to improve CAB process | Quarterly | Admin/Other Government Entities | SG Portal/CSG Portal | Admin ServiceNow | SP ITSM Tool | New | |||||||
| 2.1.1, 2.1.2 | Change Management | OPS-CHG03 | Scheduled Mainenance Reports | Report of specific planned maintenance activities (including upgrades), and successfully implemented changes, Systems impacted, driver for change, duration, related Incidents or Problems | Monthly | Admin/Other Government Entities | SG Portal/CSG Portal | Admin ServiceNow | SP ITSM Tool | New | |||
| 2.1.1, 2.1.2 | Change Management | OPS-CHG04 | Change Management Migration Report | Report listing all application code changes that have been migrated | Monthly | Admin/Other Government Entities | SG Portal/CSG Portal | Admin ServiceNow | SP ITSM Tool | New | |||
| Disaster Recovery | |||||||||||||
| 2.1.1, 2.1.2 | IT Service Continuity Management | OPS-DR01 | Application DR Recovery Time Objective (RTO) and Recovery Point Objective (RPO) | List of Services/Systems/Applications required for DR by enterprise supporting (e.g., SIEM, SOC), as agreed with the State. Source of RTO data is the CMDB. | Monthly | Admin/Other Government Entities | SG Portal/CSG Portal | TBD | TBD | New | |||
| 2.1.1, 2.1.2 | IT Service Continuity Management | OPS-DR02 | DR Test Results | Within thirty (30) days of each test, at a minimum, these reports should include: results achieved, comparison of the results to the measures and goals identified in the respective DR test plan, report on the feedback from Authorized Users as to the adequacy of continuity for their respective areas, a plan and a schedule to remedy any gaps revealed during testing. | Within 30 days after each DR test | Admin/Other Government Entities | SG Portal/CSG Portal | TBD | TBD | New | |||
| 2.1.1, 2.1.2 | IT Service Continuity Management | OPS-DR03 | DR Test Schedule | List of all the DR tests scheduled or planned for the upcoming year that clearly documents and demonstrates, in the event of a loss of the Service Provider’s ability to provide the Services, the Service Provider’s plan and capability to restore those Systems identified as necessary to Customer’s ability to conduct its business on Critical Applications. Service Provider will provide the plan in accordance with IT Service Continuity Management Section of Exhibit 2.1 (MCS Services SOW) | Annual | Admin/Other Government Entities | SG Portal/CSG Portal | TBD | TBD | New | |||
| Incident (excludes Security Incidents) | |||||||||||||
| 2.1.1, 2.1.2 | Incident | OPS-INC01 | Executive Operations Review Report | Executive overview of monthly statistics for Incidents | Monthly | Admin/Other Government Entities | SG Portal/CSG Portal | Admin ServiceNow | SP ITSM Tool | New | |||
| 2.1.1, 2.1.2, 3.1 | Incident | OPS-INC02 | Monthly Incident Management Report | Report showing: number of Incidents opened, closed and carried over during the month, grouped by severity, service, consumer / functional domain or group, classification or other criteria as appropriate. List of Incidents, short description, reference number, and a shortcut to detailed description. Detailed description, including timing of activities. Links to Problems and Known Errors. Trend analysis of the Incidents reported during the thirteen (13) most recent months. Calculate metrics and provide monthly reports to the State, which include: |
The number of Incidents.
The duration of open Incident (average and quantities by age).
Number and percentage of Incidents Resolved upon first contact.
Trending metrics in terms of MTTRS (mean time to restore service) by category, priority and by service or SLA.
Number and percentage of Incidents (by category, priority, service and SLA) that were handled within the SLA targets.
Number and percentage of Incidents (by category, priority, service and SLA) reoccurring.
Number and percentage of Incidents that have resulted in the creation of problem records.
Number and percentage of Incidents escalated by organization, category, priority and Service.
| Analysis of Incident and Service Request trends with recommendations to reduce Incidents and streamline the Service Request activities. | Monthly | Admin/Other Government Entities | SG Portal/CSG Portal | Admin ServiceNow | SP ITSM Tool | New | |||||||
| 2.1.1, 2.1.2, 3.1 | Incident | OPS-INC03 | Incident Analysis and Recommendations Report | Analysis of Incident trends with recommendations to reduce Incidents and streamline Incident activities. | Quarterly | Admin/Other Government Entities | SG Portal/CSG Portal | TBD | TBD | New | |||
| 2.1.1, 2.1.2 | Incident | OPS-INC04 | Event Management Report | Provides statistics, lists and charts illustrating the Events collected in the Service Provider supported environment including the number of, source, destination and type of event. |
Provides reports on Incidents and Problems initiated by the Service Provider Event Management system with trends over the past 13 months.
Number of events per CIs.
Number of occasions when an event is collected and can’t be matched with a CI Summary and details of events which resulted in an automated correction made to remediate errors.
| Summary and details of events which resulted in an automated initiation of an Incident ticket. | Monthly | Admin/Other Government Entities | SG Portal/CSG Portal | TBD | TBD | New | |||||||
| Projects | |||||||||||||
| 2.1.1, 2.1.2 | Projects | OPS-PROJ01 | Project Summary Status | Project list including custom and standard project requests, solutions, approved and active projects, completed projects. | Weekly | Admin/Other Government Entities | SG Portal/CSG Portal | TBD | TBD | New | |||
| 2.1.1, 2.1.2 | Projects | OPS-PROJ02 | Active Projects Status Report | Status report will include, at a minimum, the following: (a) any variances to the schedule set forth in the applicable RFS Proposal; (b) if the Project is behind schedule, a recovery plan that describes the actions that Service Provider will undertake in order to return to such schedule; (c) Deliverables and other Work Product that have been created, developed, and/or completed, in whole or in part, pursuant to the RFS Proposal or otherwise as part of the Project and the status of each such Deliverable and other Work Product; (d) variances, if any, to the specifications of the Project; (e) any Charges incurred to date, including infrastructure, software, labor and any other charges associated with the performance of the Project and execution of the RFS Proposal, to the extent that such charges are relevant to the State's payment obligations; (f) an identification of any potential known or reasonably anticipated risks regarding the Project (such as potential disruptions to State operations), and the actions that would need to be taken in order to mitigate and/or eliminate such risks; (g) any relevant issues identified by either Party since the previous report; and (h) report on system, accessibility, and User Acceptance Test (UAT) results. | Weekly | Admin/Other Government Entities | SG Portal/CSG Portal | TBD | TBD | New | |||
| Problems / RCA | |||||||||||||
| 2.1.1, 2.1.2, 3.1 | Problems / RCA | OPS-RCA01 | Problem Management Report | Percentage and number of Problems in total and grouped by category, priority, severity, status, Customer, system/component or other criteria as appropriate. Report to include: |
Statistics on total numbers of Problems.
Logged (by requestor, site, category, summary, detail) Outstanding (by assigned group, assigned manager, assigned owner, category, site, status, summary, detail, aging timeframe) Completed (by assigned group, assigned manager, assigned owner, category, site, status, summary, detail, resolution timeframe, within target timeframe, outside of target timeframe).
Repeat Problems.
Problem trends and analysis.
| Monthly | Admin/Other Government Entities | SG Portal/CSG Portal | Admin ServiceNow | SP ITSM Tool | New | |
| Service Requests | ||||||
| 2.1.1, 2.1.2, 3.1 | Service Requests | OPS-REQ01 | Monthly Service Request Report | Report showing: number of Requests opened, closed and carried over during the month, grouped by severity, service, Consumer, classification or other criteria as appropriate. List of Requests, short description, reference number, and a shortcut to detailed description. Trend analysis of the Requests reported during the thirteen (13) most recent months. Calculate metrics and provide monthly reports to the State, which include: |
The number of Requests.
The duration of open Request (average and quantities by age).
Number and percentage of Requests Resolved upon first contact.
Number and percentage of Requests (by category, priority, service and SLA).
Number and percentage of Requests (by category, priority, service and SLA) reoccurring.
| Number and percentage of Requests escalated by organization, category, priority and Service. | Monthly | Admin/Other Government Entities | SG Portal/CSG Portal | Admin ServiceNow | SP ITSM Tool | New | |||||||
| 2.1.1, 2.1.2, 3.1 | Service Requests | OPS-REQ02 | Service Request Analysis and Recommendations Report | Analysis of Service Request trends with recommendations to improve and streamline the Service Request activities. | Quarterly | Admin/Other Government Entities | SG Portal/CSG Portal | TBD | TBD | New | |||
| SLAs | |||||||||||||
| Exhibit 3 | SLAs | OPS-SLA01 | Individual Monthly Reports for Critical Service Levels | Enterprise compliance service performance reporting for Critical Service Levels | Monthly | Admin/Other Government Entities | SG Portal/CSG Portal | TBD | TBD | New | |||
| Exhibit 3 | SLAs | OPS-SLA02 | Individual Monthly Reports for Key Service Levels | Enterprise compliance service performance reporting for Key Service Levels | Monthly | Admin/Other Government Entities | SG Portal/CSG Portal | TBD | TBD | New | |||
| Exhibit 3 | SLAs | OPS-SLA03 | Various reports and data required to validate SLAs | Detailed element-level data to enable State to calculate Service Provider SLA performance for the performance period | Monthly | Admin/Other Government Entities | SG Portal/CSG Portal | TBD | TBD | New | |||
| Access | |||||||||||||
| 2.1.1, 2.1.2 | Access | OPS-ACCESS01 | Tool Access Review Report | List of who has access to each tool managed by the Service Provider and last use of that access. These tools may include the MCS Portal, SIEM, SOAR, etc. with the full list agreed to and maintained by Service Provider in the SMM. | Monthly | Admin/Other Government Entities | SG Portal/CSG Portal | TBD | TBD | New | |||
| Administration | |||||||||||||
| 1.3 | Administration | OPS-ADMIN01 | Service Management Manual Status Updates and Review | List of the SMM document status, including those complete, in review, and coming up for review. | Quarterly | Admin | Excel | N/A | New | ||||
| 3.5 | Administration | OPS-ADMIN02 | Customer Satisfaction Survey Report | Output from external Survey that is completed annually. | Annual | Admin/SFAA/Other Government Entities | SG Portal/CSG Portal | PowerPoint | PowerPoint | New | |||
| 3.5 | Administration | OPS-ADMIN03 | Customer Satisfaction Improvement Plan | Improvement Plan created in response to Annual Customer Satisfaction Survey, with monthly reports on progress toward plan | Quarterly | Admin/SFAA/Other Government Entities | SG Portal/CSG Portal | Word | Word | New | |||
| 4.0 | Administration | OPS-ADMIN05 | Resource Unit Invoice | Provide enterprise level, State Agency level, and Other Government Entity level invoice data by Service Category and Resource Units showing Charges, Quantity x Rate, other changes and credits, total amount due for the current month, amount carried forward from disputes, and total outstanding. | Monthly | Admin/SFAA | SG Portal in a downloadable format | Excel | N/A | New | |||
| 3.0 | Administration | OPS-ADMIN06 | Service Level Credit and Earnback Report | Tracks all SLA credits and any prior period adjustments to credits in the appropriate month of service. Indicates whether and what portion of a credit in each SLA performance measure has lost earn back and what portion remains eligible for earn back. | Monthly | Admin/Other Government Entities | SG Portal/CSG Portal in a downloadable format | Excel | Excel | New | |||
| Managed Cloud Services Solicitation | Administration | OPS-ADMIN07 | Other Government Entities | SFAA Administrative Services Fee Report | Provide SFAA the SFAA Administrative Services Fee report, as defined in the Managed Cloud Services Solicitation document, which contains: |
- Report total sales pursuant to this contract for purchases made by Other Government Entities from Contractor for the period
| - Send the report to the designated SFAA procurement Reports Manager | Quarterly | SFAA procurement | TBD | N/A | TBD | New | |
| Managed Cloud Services Solicitation | Administration | OPS-ADMIN08 | State Agencies | DTO Administrative Services Fee Report | Provide DTO Administrative Fee report which contains: |
- CSP charges by grand total, Customer, service, and resource level for State Agency services
| - DTO Administrative Fee at the grand total, Customer, service, and resource level | Monthly | Admin | SG Portal in a downloadable format, and emailed to adminreport@admin.sc.gov | N/A | TBD | New | |||||||
| Information Security | |||||||||||||
| 2.1.1, 2.1.2 | Information Security | OPS-SEC01 | Monthly Security Incident Reports | List of Security Incidents and their status | Monthly | Admin/Other Government Entities | SG Portal/CSG Portal | TBD | TBD | New | |||
| 2.1.1, 2.1.2 | Information Security | OPS-SEC02 | Security Initiative Reports | Current status reports of any security initiatives. Criteria dependent on the initiative | Monthly | Admin/Other Government Entities | SG Portal/CSG Portal | TBD | TBD | New | |||
| 2.1.1, 2.1.2 | Information Security | OPS-SEC03 | Security Background Check for Service Provider Personnel | Report on the completion of all new and renewed personnel that have completed the screening and compliance background checks | Monthly | Admin/Other Government Entities | SG Portal/CSG Portal | TBD | TBD | New | |||
| 2.1.1, 2.1.2 | Information Security | OPS-SEC04 | Security Training for Service Provider Personnel | Report on the completion of all personnel Security training, as define in the SMM. | Monthly | Admin/Other Government Entities | SG Portal/CSG Portal | TBD | TBD | New | |||
| 2.1.1, 2.1.2 | Information Security | OPS-SEC05 | Secure Configuration Compliance Report | Report on vulnerability scan analysis based on scans and analysis of approved Information Security Configuration Controls (ISCC). This report, at a minimum, is to contain vulnerability scan information, analysis results, actions taken and status, remaining open items with schedule to close, and items with approved Admin Information Security exceptions. | Monthly | Admin/Other Government Entities | SG Portal/CSG Portal | TBD | TBD | New | |||
| 2.1.1, 2.1.2 | Information Security | OPS-SEC06 | Security Tool Compliance Report | Report that includes active asset configuration items targeted to provide SIEM logs, asset configuration items that are actively providing SIEM logs, asset configuration items with approved SIEM exceptions, and open actions with the associated service management ticket demonstrating work activities to resolve the open action. Report includes the listing of items above, and percent of the environment configuration items actively reporting to the SIEM, percent of the environment with approved SIEM exceptions, percent of the environment with open actions, and other scenarios that make up 100% of the environment. | Monthly | Admin/Other Government Entities | SG Portal/CSG Portal | TBD | TBD | New | |||
| IT Financial Management (ITFM) | |||||||||||||
| 2.1.1 | ITFM Services Inventory | OPS-ITFM01 | Cloud Services Inventory | Produce electronic data out of each CSP, in an Admin agreed format, with all data required for Admin to generate Service Provider charges, and Customer chargeback billing on services they consumed for a billing period. | Monthly | Admin | SG Portal or SFTP site in a downloadable format | TBD | N/A | New |
&"Arial,Regular"Exhibit 3.3 (Reports)
Solicitation No. 5400026039 Page &P of &N image1.png
File details come from the government source that posted it. Updated .