DS Appendix 1-A Cross_Functional_Services_SOO10-18-2010 FINAL.pdf

DIPLOMATIC SECURITY

APPENDIX 1-A: CROSS FUNCTIONAL SERVICES SOO

18/OCT/2010

APPENDIX 1-A

CROSS FUNCTIONAL SERVICES

STATEMENT OF OBJECTIVES (SOO)

for

DIPLOMATIC SECURITY

FINAL

18/OCT/2010

18/OCT/2010 – Page i

Table of Contents

1.0 Cross-Functional Services Overview and Objectives

1.1 Cross-Functional Services Overview

1.2 Service Objectives

2.0 Service Environment

2.1 Scope of the Infrastructure To Be Supported

3.0 Cross-Functional Services Requirements

3.1 Service Descriptions and Roles and Responsibilities

3.1.1 General Responsibilities

3.1.2 IT Life Cycle and Operations

3.1.2.1 Planning and Analysis

3.1.2.2 Requirements Definition

3.1.2.3 Design Specifications

3.1.2.4 Acquisition and Management

3.1.2.5 Asset Management

3.1.2.6 Software License Management

3.1.2.7 Engineering/Development

3.1.2.8 Integration and Testing

3.1.2.9 Implementation and Migration

3.1.2.10 Environment and Facilities Support

3.1.2.11 Training and Knowledge Transfer

3.1.2.12 Documentation

3.1.2.13 Operations and Administration

3.1.2.14 Maintenance

3.1.2.15 Technology Refreshment and Replenishment

3.1.3 Service Delivery

3.1.3.1 Availability Management

3.1.3.2 Capacity Management

3.1.3.3 Performance Management

3.1.3.4 Service Level Monitoring and Reporting

3.1.3.5 Security

3.1.3.6 Backup and Recovery

3.1.3.7 IT Service Continuity and Disaster Recovery (DR)

3.1.3.8 Financial/Chargeback Management and Invoicing

3.1.4 Service Support

3.1.4.1 Incident Management

3.1.4.2 Problem Management Services

18/OCT/2010 – Page ii

3.1.4.3 Configuration Management

3.1.4.4 Change Management

3.1.4.5 Release Management

3.1.4.6 Account Management

3.2 Exclusions

3.3 Service-Specific Milestones

4.0 Service Management

4.1 Service Level Requirements (SLRs)

4.1.1 IT Continuity and Disaster Recovery (DR) Requirements

4.1.2 Security Compliance

4.1.3 Asset Tracking and Management

4.1.4 End-User Satisfaction Survey

4.2 Reports

5.0 List of Referenced Appendices

List of Tables

Table 1. General Services Roles and Responsibilities

Table 2. Planning and Analysis Roles and Responsibilities

Table 3. Requirements Definition Roles and Responsibilities

Table 4. Design Specifications Roles and Responsibilities

Table 5. Acquisition and Management Roles and Responsibilities

Table 6. Asset Management Roles and Responsibilities

Table 7. Software License Management

Table 8. Engineering/Development Roles and Responsibilities

Table 9. Integration and Testing Roles and Responsibilities

Table 10. Implementation and Migration Roles and Responsibilities

Table 11. Environmental and Facilities Support Roles and Responsibilities

Table 12. Training and Knowledge Transfer Roles and Responsibilities

Table 13. Documentation Roles and Responsibilities

Table 14. Operations and Administration Roles and Responsibilities

Table 15. Maintenance Roles and Responsibilities

Table 16. Technology Refreshment and Replenishment Roles and Responsibilities

Table 17. Availability Management Roles and Responsibilities

Table 18. Capacity Management Roles and Responsibilities

Table 19. Performance Management Roles and Responsibilities

Table 20. Service Level Monitoring and Reporting Responsibilities

18/OCT/2010 – Page iii

Table 21. Security Roles and Responsibilities

Table 22. Backup and Recovery Roles and Responsibilities

Table 23. IT Service Continuity and Disaster Recovery Roles and Responsibilities

Table 24. Financial/Chargeback Management and Invoicing Roles and Responsibilities

Table 25. Incident Management Roles and Responsibilities

Table 26. Problem Management Roles and Responsibilities

Table 27. Configuration Management Roles and Responsibilities

Table 28. Change Management Roles and Responsibilities

Table 29. Release Management Roles and Responsibilities

Table 30. Account Management Roles and Responsibilities

Table 31. Severity Levels

Table 32. Incident Resolution SLRs

Table 33. Backup Schedule

Table 34. Restoration SLR

Table 35. IT Continuity and DR SLRs

Table 36. DR Test SLRs

Table 37. Asset Tracking SLR

Table 38. End-User Satisfaction SLR

Table 39. Cross-Functional Services Reports

18/OCT/2010 – Page 1

This is Appendix 1-A: Cross-Functional Services SOO to the Agreement between the Bureau of Diplomatic Security / Office of the Chief Technology Officer (―DS/CTO‖) and the Contractor.

1.0 Cross-Functional Services Overview and Objectives

1.1 Cross-Functional Services Overview

This Appendix 1-A: Cross-Functional Services SOO is the Statement of Objectives (or ―SOO‖) that sets forth the roles and responsibilities of the Parties for the set of common services and processes that apply to the provision, delivery and management of all Services (―Cross- Functional Services‖) in support of the DS/CTO Information Technology (IT) infrastructure.

Contractor will provide Cross-Functional Services and processes across all Service Towers. As depicted in Figure 1 below, services, activities, and roles and responsibilities described in this SOO are within the scope of each SOO for the Service Towers Appendices 1B, 1C, 1D, 1E.

Figure 1 depicts the relationship between the Cross-Functional Services SOO and all SOOs within the scope of the Agreement.

Figure 1. Service Tower: SOO Service Towers with Cross-Functional View

1.2 Service Objectives

The following are the key high-level Service objectives DS expects to achieve through this Cross-Functional Services Statement of Objectives (SOO):

Ensure that critical IT life cycle and service management functions and processes are included in all IT Service Tower SOOs

Ensure that all critical IT life cycle and service management functions and processes are defined with clearly delineated roles and responsibilities, touch points and measurements between DS and the Contractor

Follow a defined service transition process for IT Services that consider an end-to-end enterprise and lifecycle view across all IT Service Towers

Identify opportunities for improvement and work collaboratively to improve services for end users Support the Bureau’s flexibility to standup new programs on short notice

Encourage innovation and understanding of emerging technologies

Increase accountability in all functional areas

Fully document and maintain all lines of services that support the business objectives;

track the monetary value of the defined services and the skills required for service delivery.

Cross-Functional Services SOO

Service Center Services

SOO

Data Network

Data Center

SOO

Distributed Computing Services

SOO

Application Services (Sub-Set)

18/OCT/2010 – Page 2

Please note that any privileged access must take place from a Department of State location.

2.0 Service Environment

2.1 Scope of the Infrastructure To Be Supported

The Service Environment section in each IT Service Tower SOO describes the environment to be supported and/or with which Contractor shall comply. The Service Environment includes Service Tower components such as hardware and software, facilities and locations, personnel, policies and procedures, licenses and agreements, work-in-progress and future initiatives. As such, this SOO shall apply to the Service Environment as specified in each Service Tower SOO.

The Service Environment for each Service Tower will be documented in the applicable SOO Appendices and are to be maintained by the Contractor, reviewed with DS/CTO, updated by the Contractor and made available to DS/CTO on a quarterly basis.

3.0 Cross-Functional Services Requirements

The Contractor is responsible for providing Cross-Functional Services defined in this SOO for Service Towers defined in the following documents:

Appendix 1-B: Service Center Services SOO

Appendix 1-C: Data Network Services SOO

Appendix 1-D: Data Center Services SOO

Appendix 1-E: Distributed Computing Services SOO

The Contractor is expected to understand relevant Federal, NIST, DoS, DS, and CTO policies. It is assumed that the Contractor is familiar with delivering services in the Federal Government environment.

3.1 Service Descriptions and Roles and Responsibilities

The sections detailed in this document will include:

General Responsibilities

IT Life Cycle and Operations

Service Delivery

Service Support

3.1.1 General Responsibilities

The following table identifies general roles and responsibilities associated with this SOO. An ―X‖ is placed in the column under the Party that will be responsible for performing the task.

Table 1. General Services Roles and Responsibilities

General Roles and Responsibilities Contractor DS/CTO

1. Define services required to support DS end users X

18/OCT/2010 – Page 3

General Roles and Responsibilities Contractor DS/CTO

2. Provide Services and the supporting processes that support Bureau needs, technical requirements, Security and End-User requirements by following ISO 9001, ISO 27001 and ISO 20000 certified processes. The contractor is required to be Certified in these areas of International Standards prior to contract award.

X

3. Approve Services and the supporting processes that support Bureau needs, technical requirements End-User requirements

X

4. Comply with Bureau, Department and Federal policies, guiding principles , standards and regulatory requirements applicable to the Bureau for information, information systems, personnel, physical and technical security

X

5. Develop and maintain an approved comprehensive Standards and Procedures Manual that contains the standards, processes and procedures that will be used in the delivery of all Service Tower Services. The manual will include clearly delineated roles and responsibilities, touch points and measurements between the Bureau and the Contractor

X

6. Provide MS SharePoint Content management services within the Office of the CTO and OFM.

X

7. Provide Remedy 7.5 or later Incident, Problem, Event, Asset, Change and Lifecycle Management Services across the scope of the government’s IT Investments.

X

8. Approve the comprehensive Standards and Procedures Manual that contains the standards, processes and procedures that will be used in the delivery of all Service Tower Services. The manual will include clearly delineated roles and responsibilities, touch points and measurements between the Bureau and the Contractor

X

9. Conform to changes in laws, regulations and policies. Major Service Changes shall be proposed on a project-by-project effort basis to alter the environment to conform to the new requirements

X

10. Report performance against Service Level Requirements SLRs as scheduled

X

11. Monitor SLA performance and determine if corrective actions are necessary

X X

12. Coordinate all Changes to the IT infrastructure that may affect the SLRs of any other Service Tower

X

13. Provide timely creation, updating, maintenance and provision of all appropriate project plans, project time and cost estimates, technical Specifications, management documentation and management reporting in a form/format that is acceptable to DS for all Service Tower projects and major Service activities

X

14. Adhere to the latest release of ITIL best practices and Key Performance Indicators (KPIs)

X X

15. Approve the use of the latest release of ITIL best practices and Key Performance Indicators (KPIs)

X

18/OCT/2010 – Page 4

3.1.2 IT Life Cycle and Operations

3.1.2.1 Planning and Analysis

Planning and Analysis Services are activities associated with researching new technical trends, products and services, such as hardware components, system Software, and Networks that offer opportunities to improve the efficiency and effectiveness of the Service Towers. Planning and Analysis Services can also help DS/CTO anticipate its customer needs and mitigate risks by reducing defects and improving the Quality of IT Services. The following table identifies the Planning and Analysis roles and responsibilities that Contractor and DS/CTO will perform.

Please note that the Service Provider must align with Department of State project methodology.

Table 2. Planning and Analysis Roles and Responsibilities

Planning and Analysis Roles and Responsibilities Contractor DS/CTO

1. Define Services, processes, standards and time frames for Planning and Analysis activities

X

2. Participate in defining Services, processes, and standards for Planning and Analysis activities

X

3. Review and approve Services, processes, and standards for Planning and Analysis activities

X

4. Define DS/CTO requirements at the enterprise level for all Service Towers (e.g., Bureau, technology strategy, functional, availability, capacity, performance, backup and IT service continuity)

X

5. Perform technical and Service Planning and Analysis based on Bureau requirements (e.g., demand, availability, capacity, performance, backup and IT Service Continuity and Disaster Recovery Services)

X

6. Provide documented recommendations for new or changes to applications, infrastructure, processes, and Services based on Planning and Analysis results

X

7. Approve Planning and Analysis and recommendations for new or changes to applications, infrastructure, processes and Services

X

8. Provide management reports required for Planning and Analysis activities (e.g., utilization and capacity trend reports, rollout plans)

X

9. Recommend Data Backup and Retention policies for all Service Towers

X

10. Define DS Data Backup and Retention requirements and policies for all Service Towers

X

11. Continuously monitor technical trends through independent research;

document and report on products, processes and services with potential use for DS/CTO as they align with the Bureau’s requirements and technology strategy

X

12. Participate in feasibility studies for the implementation of new technologies that best meet DS Business needs and meet cost, performance and Quality objectives

X

13. Define DS-Wide project management policies, procedures and requirements (e.g., project feasibility analysis, cost-benefit analysis, scheduling, costing, resource planning, communication planning, procurement, risk management and Quality management)

18/OCT/2010 – Page 5

Planning and Analysis Roles and Responsibilities Contractor DS/CTO

14. Perform project management function for Contractor-managed projects as designated by the ITPCG.

X

15. Perform project management oversight and liaison function to the Bureau

X

16. Conduct technical and business planning sessions to establish standards, architecture and project initiatives per the Planning and Analysis results

X

17. Participate in technical and business planning sessions to establish standards, architecture and project initiatives

X

18. Conduct regular planning for technology refreshes and upgrades X

19. Participate in regular planning for technology refreshes and upgrades X

20. Conduct technical reviews and provide recommendations for improvements that increase efficiency and effectiveness and reduce costs per the Planning and Analysis results

X

3.1.2.2 Requirements Definition

Requirements Definition Services are the activities associated with the assessment and definition of functional, performance, IT Continuity and Disaster Recovery, and Security requirements that also comply with regulatory and DS policies. These requirements drive the technical design for the environment. The following table identifies the Requirements Definition roles and responsibilities that the Contractor and DS will perform.

Table 3. Requirements Definition Roles and Responsibilities

Requirements Definition Roles and Responsibilities Contractor DS

1. Define high-level functional requirements and standards X

2. Participate in defining detailed functional and technical requirements and standards

X

3. Conduct interviews, group workshops and surveys to determine user functional, performance, Availability, maintainability and IT continuity and other requirements

X

4. Participate in appropriate requirements-gathering activities (e.g., focus groups, interviews)

X

5. Provide written information in sufficient detail pertaining to the requirements definition to enable development of appropriate requirements documentation (e.g., business requirements documentation)

X

6. Document requirements required to deliver Services in agreed-to formats (e.g., system Specifications, data models, upgrade requirements, conversion requirements, Network design schematics)

X

7. Ensure requirements meet security policies X

8. Approve all requirements documents X

9. Define Acceptance test criteria X

10. Participate in defining Acceptance test criteria X

11. Review and approve all Acceptance test criteria X

18/OCT/2010 – Page 6

Requirements Definition Roles and Responsibilities Contractor DS

12. Provide documented requirements and Acceptance test criteria per approved requirements standards

X

3.1.2.3 Design Specifications

Design Specification services are the activities and deliverables associated with translating user and information system requirements into detailed technical Specifications. The following table identifies the Design Specifications roles and responsibilities that Contractor and DS will perform.

Table 4. Design Specifications Roles and Responsibilities

Design Specification Roles and Responsibilities Contractor DS/CTO

1. Define Design Specifications standards and requirements X

2. Develop, document and maintain technical design plans and environment configuration based on DS Design Specifications standards and requirements including IT architecture, functional, performance, demand, Availability, maintainability, security and IT Continuity and Disaster Recovery requirements

X

3. Determine and document required Service Tower component upgrade, replacement and/or conversion specifications (e.g., hardware, Software, Networks)

X

4. Review and approve design plans through coordination with the appropriate DS technology standards group and design architects

X

5. Conduct site surveys for design efforts as required X

6. Provide Contractor with written information in sufficient detail pertaining to the Design Specifications to enable creation of the appropriate design documents

X

7. Document and deliver Design Specifications X

8. Review and approve Design Specifications X

3.1.2.4 Acquisition and Management

Acquisition and Management Services are the activities associated with the pricing, evaluation (technical and costing), selection and acquisition of new and upgraded Service Tower components (e.g., hardware, Software, circuits). The following table identifies the Acquisition and Management roles and responsibilities that Contractor and DS will perform.

Table 5. Acquisition and Management Roles and Responsibilities

Acquisition and Management Roles and Responsibilities Contractor DS/CTO

1. Define Acquisition and Management requirements and policies X

2. Develop, document and maintain in the Standards and Procedures Manual Acquisition and Management procedures that meet requirements and adhere to defined policies

X

3. Review and approve Acquisition and Management procedures X

4. Develop and maintain list of preferred suppliers/Contractors X

5. Approve list of preferred suppliers/Contractors X

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Acquisition and Management Roles and Responsibilities Contractor DS/CTO

6. Develop and issue acquisition bid requests as required and approved by DS

X

7. Establish audit procedures to ensure compliance with best practices and best pricing

X

8. Perform periodic audits of procurement procedures X

9. Assist in periodic audits of procurement procedures X

10. Evaluate proposals against clearly defined objective criteria X

11. Negotiate contracts for Contractor-purchased/leased Service Tower-related components

X

12. Negotiate contracts for DS-purchased/leased Service Tower-related components

X

13. Manage the ordering, procurement and delivery processes in compliance with DS procurement and Acceptance processes

X

14. Manage and track Contractor purchase orders and service orders X

15. Coordinate delivery and installation of new products and services, as required

X

16. Ensure that new equipment/hardware complies with established DS IT standards and architectures

X

17. Review and approve selection of hardware to be installed in DS facilities and Software to be installed on DS hardware

X

18. Review and approve acquisition Acceptance process X

19. Adhere to DS acquisition acceptance process and inventory tracking procedures

X

20. Facilitate the Excess process for DS (i.e. Terminate, dispose of and relocate Assets as needed/specified and provide disposition reports as needed)

X

3.1.2.5 Asset Management

Asset Management Services are the activities associated with process of the ongoing management and tracking of the lifecycle of existing, Service Tower components (e.g., hardware, Software and software licenses, maintenance, circuits) and their attributes (ie location, costs, depreciation, contracts, Contractor, serial numbers, etc). The following table identifies Asset Management roles and responsibilities that the Contractor and DS will perform.

Asset Management must also include high value consumable items such as toner and Server replacement parts such as hard drives and memory.

Table 6. Asset Management Roles and Responsibilities

Asset Management Roles and Responsibilities Contractor DS/CTO

1. Define Asset Management requirements and policies X

2. Develop, document and maintain in the Standards and Procedures Manual Asset Management process and procedures that meet requirements and adhere to defined policies

3. Review and approve Asset Management process and procedures X

18/OCT/2010 – Page 8

Asset Management Roles and Responsibilities Contractor DS/CTO

4. Deploy and manage an Asset Management system that meets DS requirements and adheres to defined policies

X

5. Manage life cycle of all Assets from identification, requisition ordering, inventory, installation, maintenance to disposal

X

6. Develop Asset type list and attributes that would be included in the Asset Management system

X

7. Review Asset type list and attributes and maintain Asset types and attributes in the Asset Management system

X

8. Provide DS inquiry and reporting access into the Asset Management System for all Assets

X

9. Input, maintain, update, track and report all Bureau Assets throughout the Asset life cycle (e.g., identification to disposal )

X

10. Maintain the accuracy of the data of Bureau Assets in the Asset Management System according to SLRs

X

11. Provide electronic feed file of Asset data for various DS defined systems (e.g., financial system, DS internal billing system)

X

12. Leverage the existing Asset management system to include, at a minimum, the following Asset attributes:

Manufacturer

Model

Serial number

Asset identification number

Asset location

Ownership information (Contractor/DS—lease/purchase)

Asset cost information

Maintenance information and history including the age of the Asset

Warranty information

Other billing information (e.g., lease information, DS-specific information)

Transaction edit history (e.g., locations, billing and user)

X

13. Update in-scope Asset records related to all approved Change activities (e.g., Install/Move/Add/Change activities, Break/Fix activities, company reorganization and Change Management)

X

14. Perform ongoing physical Asset audit, in accordance with Asset Management SLRs, to validate that data in the database is accurate and current and DS has information that DS requires for internal chargeback systems

15. Provide reports of Asset Management audit results X

16. Provide and, upon DS approval, implement Asset Management remediation plan for Asset Management deficiencies

X

17. Review and approve audit reports and remediation plans of Asset inventory management information

X

18. Provide reports of DS asset financial information including depreciation, maintenance contracts and value of assets.

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3.1.2.6 Software License Management

Software License Management Services are the activities associated with the identification, acquisition, disposal and ongoing management and tracking of Software and their corresponding licenses. The following table identifies the Software License Management roles and responsibilities that Contractor and DS will perform.

Table 7. Software License Management

Software License Management Roles and Responsibilities Contractor DS/CTO

1. Define Software License Management requirements and policies X

2. Leverage the DS Standards and Procedures Software License Management system to meet requirements and adhere to defined policies as mapped to asset management

X

3. Review and approve Software License Management processes and procedures

X

4. Manage and maintain (e.g., , monitor, track status, verify, audit, perform contract compliance, renew, reassign) Software licenses and media through Software license life cycle

X

5. For DS-retained contracts, be responsible for upgrade cost and Contractor agreement negotiations

X

6. For non-DS-retained contracts, be responsible for Contractor agreement negotiations

X

7. Develop and maintain inventory of all software licenses within the asset management system

X

8. Report to DS on any exceptions to Contractor terms and conditions including license non compliance

X

9. Periodically, at least yearly, report on Software license and maintenance agreements

X

10. Review and approve Software license and maintenance agreements report

X

11. Coordinate software license and maintenance agreement reviews, allowing for sufficient time prior to expiration for negotiations

X

12. Provide DS with reports and recommendations to use in making software acquisition and discontinuance decisions

X

13. Provide recommendations to purchase additional license allocation, recommending alternatives, or curtailing usage where necessary and appropriate, to restore, or continue to maintain, license compliance

X

14. Identify and report license compliance issues to End-Users and provide recommendations to resolve the compliance issue

X

15. Review license compliance issues with End-Users and document completed resolution

X

16. Manage and perform audits and reconcile the number of licenses to the number of installs

X

17. Provide recommendations to DS to resolve any software reconciliation issues

18. Report on resolution to software reconciliation issues X

18/OCT/2010 – Page 10

Software License Management Roles and Responsibilities Contractor DS/CTO

19. Report monthly on expiration of all Software and hardware license and maintenance agreements.

X

20. Hold periodic reviews and ensure review is conducted 90 days prior to expiration of all Software and hardware license and maintenance agreements

X

21. Obtain approval from DS for any license change or replacement X

3.1.2.7 Engineering/Development

Engineering/Development Services are the activities associated with the engineering and development of the IT infrastructure, tools and utilities that enhance the Service Towers. The following table identifies the Engineering/Development roles and responsibilities that the Contractor and DS will perform.

Table 8. Engineering/Development Roles and Responsibilities

Engineering/Development Roles and Responsibilities Contractor DS/CTO

1. Recommend Engineering/Development requirements and policies X

2. Review and approve Engineering/Development requirements and policies

X

3. Develop, document and maintain in the Standards and Procedures Manual Engineering/Development procedures that meet requirements and adhere to defined policies

X

4. Develop and deliver Engineering/Development plans where there is an impact on DS entities/facilities and/or other Third Party agreements

X

5. Perform engineering functions required to implement design plans for additional or new products and services

X

6. Perform engineering functions required to implement and manage Service Tower Services on DS-owned/leased facilities

X

7. Manage Engineering/Development efforts using formal project management tools and methodologies

X

8. Review and approve Engineering/Development plans and procedures where there is an impact on other DS entities/facilities/Third Party agreements

X

3.1.2.8 Integration and Testing

Integration and Testing Services are the activities associated with ensuring that all individual IT components configured with or added to the IT infrastructure work together cohesively to achieve the intended results. The following table identifies the Integration and Testing roles and responsibilities that the Contractor and DS will perform.

Table 9. Integration and Testing Roles and Responsibilities

Integration and Testing Roles and Responsibilities Contractor DS/CTO

1. Define Integration and Testing requirements and policies X

2. Develop, document and maintain in the Standards and Procedures Manual Integration and Testing procedures that meet requirements and adhere to defined policies

3. Review and approve Integration and Testing procedures X

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Integration and Testing Roles and Responsibilities Contractor DS/CTO

4. Manage integration test environment X

5. Maintain Software release matrices across, QA, and production environments and Networks

X

6. Validate and approve the Software release matrix X

7. Develop test acceptance criteria and test plans for items to be introduced into production

X

8. Approve test acceptance criteria and test plans X

9. Conduct integration and security testing for all new and upgraded equipment, Networks, Software or Services to include, system, integration and regression testing based on requirements defined in requirements and design documents.

X

10. Evaluate and report compliance all new and upgraded Service Tower components or Services for compliance with DS security policies, regulations and procedures.

X

11. Review the report of compliance for all new and upgraded Service Tower components or Services for compliance with DS security policies, regulations and procedures

X

12. Assess and communicate the overall impact and potential risk to Service Tower components prior to implementing Changes

X

13. Define User Acceptance Test requirements X

14. Stage new and upgraded equipment, Software or Services to smoothly transition into existing environment based on requirements defined in requirements and design documents

X

15. Perform configuration changes and performance-enhancement adjustments to DS systems and utilities as a result of changes to architectural standards or additions and upgrades to the environment.

X

16. Test new releases of supported hardware and Software to ensure required performance and functionality is maintained in conformance with DS SLRs

X

17. Support Middleware required to integrate Software and hardware. X

18. Provide integration of application Software X

19. Perform Configuration Management and Change Management activities related to Integration and Testing

X

3.1.2.9 Implementation and Migration

Implementation and Migration Services are the activities associated with the installation of new and upgraded IT components (e.g., hardware, Software and Network components). The following table identifies the Implementation and Migration roles and responsibilities that the Contractor and DS will perform.

Table 10. Implementation and Migration Roles and Responsibilities

Implementation and Migration Roles and Responsibilities Contractor DS/CTO

1. Define Implementation and Migration requirements and policies X

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Implementation and Migration Roles and Responsibilities Contractor DS/CTO

2. Develop, document and maintain in the Standards and Procedures Manual Implementation and Migration procedures that meet requirements and adhere to defined policies

X

3. Review and approve Implementation and Migration procedures X

4. Notify the Contractor of equipment migration and redeployment plans X

5. Coordinate and review all Implementation and Migration plans and schedules with DS in advance, in accordance with Change Management policies

X

6. Approve Implementation and Migration plans and schedules X

7. Conduct pre-installation site surveys, as required X

8. Install enhancements to technical architecture or Services provided X

9. Install new or enhanced Service Tower components (e.g., hardware, Software, Middleware, utilities, Networks, peripherals, configurations)

X

10. Perform Service Tower component upgrades as a result of new and enhanced applications and architectures and DS upgrade plans and requirements (e.g., hardware, Software, Middleware, utilities, Networks, peripherals, configurations)

X

11. Install physical infrastructure as required (e.g., wiring, cable plant, cooling, etc.)

X

12. Coordinate Implementation and Migration support activities with DS IT staff and Contractor Service Center

X

13. Perform data migration and conversion by electronic or manual methods as a result of implementation or migration (e.g., databases, Network system management repositories, address tables, Management Information Bases [MIBs])

X

14. Perform appropriate tests on all Installs, Moves, Adds and Changes per requirements

X

15. Deliver DS IT technical staff and End-Users training related to the implementation of new products and Services per requirements., X

3.1.2.10 Environment and Facilities Support

Environment and Facilities Support Services are the activities associated with maintaining environmental requirements at DS facilities. The following table identifies Environment and Facilities Support roles and responsibilities that Contractor and DS will perform.

Table 11. Environmental and Facilities Support Roles and Responsibilities

Environmental and Facilities Support Roles and Responsibilities Contractor DS/CTO

1. Recommend Environment and Facilities Support requirements X

2. Review and approve Environment and Facilities Support requirements X

3. Identify requirements for DS Environment for Contractor-supported components

X

4. Develop, document and maintain in the Standards and Procedures Manual Environment and Facilities Support procedures that meet requirements and adhere to defined policies

5. Review and approve Environment and Facilities Support procedures X

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Environmental and Facilities Support Roles and Responsibilities Contractor DS/CTO

6. Monitor, from within a DS approved facility, environmental systems (e.g., UPS) required to support Service Tower components housed in DS facilities (e.g., computer rooms).

X

7. Develop and recommend improvement plans for DS-monitored facilities as needed to maintain an effective and secure computing environment

X

8. Implement or coordinate the implementation of all approved upgrades and installations

X

9. Coordinate DS site activities of all personnel (i.e., Contractor employees and others) working in equipment locations (e.g., equipment rooms, Network equipment closets)

X

10. Ensure that facilities support activities conform to the requirements of defined Change Management processes

X

3.1.2.11 Training and Knowledge Transfer

Training and Knowledge Transfer Services consist of the following three types of training Contractor will deliver:

a. Training for the improvement of skills through education and instruction for Contractor’s staff. Contractor will participate in any initial and ongoing training delivered by DS as required that would provide a learning opportunity about DS’s business and technical environment.

b. Training for DS retained technical staff for the express purpose of exploiting the functions and features of the DS computing environment. Delivery methods may include classroom-style, computer-based, individual or other appropriate means of instruction.

c. Selected classroom-style and computer-based training (case-by-case basis) for standard commercial off-the-shelf (COTS) applications, including new employee training, upgrade classes and specific skills.

d. Deliver DS application training to DS personnel for DS custom developed, Government-off-the-shelf (GOTS) and COTS applications.

The following table identifies the Training and Knowledge Transfer roles and responsibilities that Contractor and DS will perform.

Table 12. Training and Knowledge Transfer Roles and Responsibilities

Training and Knowledge Transfer Roles and Responsibilities Contractor DS/CTO

1. Define Training and Knowledge Transfer requirements and policies X

2. Develop, document and maintain in the Standards and Procedures Manual Training and Knowledge Transfer procedures that meet requirements and adhere to defined policies

X

3. Review and approve Training and Knowledge Transfer procedures X

4. Develop and deliver training program to instruct DS personnel on the provision of Contractor Services (e.g., ―rules of engagement,‖ requesting Services)

5. Review and approve Contractor-developed training program X

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Training and Knowledge Transfer Roles and Responsibilities Contractor DS/CTO

6. Develop, implement and maintain a DS-accessible knowledge database/portal using tool available to and approved by DS

X

7. Develop and implement Knowledge Transfer procedures to ensure that more than one individual understands key components of the business and technical environment

X

8. Participate in DS-delivered instruction on the business and technical environment

X

9. Develop, document and deliver training requirements that support the ongoing provision of DS Services, including refresher courses as needed and instruction on new functionality

X

10. Take training classes as needed to remain current with systems, Software, features and functions for which Service Center support is provided, in order to improve Service performance (e.g., First-Contact Resolution)

X

11. Provide training when substantive (as defined between DS and Contractor) technological Changes (e.g., new systems or functionality) are introduced into DS environment, in order to facilitate full exploitation of all relevant functional features

X

12. Provide training materials for DS technical staff for Level 1 supported applications

X

13. Provide ongoing training materials for Service Center personnel on DS business and technical environments as defined by DS

X

14. Deliver DS-selected classroom-style and computer-based training (case-by-case basis) for standard, commercial off-the-shelf (COTS), and GOTS applications as requested by DS.

X

15. Support administrative management with formal training certification. X

3.1.2.12 Documentation

Documentation Services are the activities associated with developing, revising, maintaining, reproducing and distributing Service Tower information in hard copy and electronic form. The following table identifies the Documentation roles and responsibilities that Contractor and DS will perform.

Table 13. Documentation Roles and Responsibilities

Documentation Roles and Responsibilities Contractor DS/CTO

1. Recommend Documentation requirements and formats X

2. Define Documentation requirements, formats and policies X

3. Develop, document and maintain in the Standards and Procedures Manual Documentation procedures that meet requirements and adhere to defined policies

X

4. Review and approve Documentation procedures X

5. Provide output in agreed format for support of activities throughout the life cycle of Services as specified in each Service Tower

X

6. Document system Specifications and configurations (e.g., interconnection topology, configurations, Network diagrams)

7. Provide DS-specific operating requirements X

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Documentation Roles and Responsibilities Contractor DS/CTO

8. Document standard operating procedures (e.g., boot, failover, spool management, batch processing, backup)

X

9. Review and approve standard operation procedures Documentation X

10. Document job production and maintenance schedules X

11. Review and approve job production and maintenance schedules and Documentation

X

3.1.2.13 Operations and Administration

Operations and Administration Services are the activities associated with providing a stable IT infrastructure and to effectively and efficiently perform procedures to ensure IT Services meet SLR targets and requirements. The following table identifies the Operations and Administration roles and responsibilities that Contractor and DS will perform.

Table 14. Operations and Administration Roles and Responsibilities

Operations and Administration Roles and Responsibilities Contractor DS/CTO

1. Provide Operations and Administration requirements and policies, including schedules for the operation of DS Service Tower components

X

2. Develop, document and maintain in the Standards and Procedures Manual Operations and Administration procedures that meet requirements and adhere to defined policies

X

3. Develop operational documentation (i.e., Run Books, Contact Lists, Operations scripts, etc.) that meets DS requirements

X

4. Review and approve Operations and Administration procedures and operational documentation

X

5. Identify Enterprise System Management tools to monitor the IT infrastructure and DS applications

X

6. Coordinate with DS to deploy enterprise Service Tower component management tools to monitor the IT infrastructure and DS applications

X

7. Install and configure enterprise Service Tower component management tools in such a fashion that Problems, issues and events are proactively identified, reported and Resolved according to prescribed SLRs

X

8. Perform event management monitoring of IT Services to detect abnormal conditions or alarms, log abnormal conditions, analyze the condition and take corrective action

X

9. Manage hardware, Software, peripherals, Services and spare parts to meet SLRs, minimize downtime and minimize DS resource requirements

X

10. Manage and coordinate subcontractors and Third Parties in order to meet Service and SLR requirements

X

11. Develop and provide operational reports (daily, weekly, monthly) that provide status of operational activities, production issues and key operational metrics

12. Review and approve operational reports X

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Operations and Administration Roles and Responsibilities Contractor DS/CTO

13. Audit Operations and Administration policies for compliance with DoS and DS security policies

X

14. Provide DS with a copy of or access to any Contractor or Third Party-supplied documentation (including updates thereto)

X

3.1.2.14 Maintenance

Maintenance Services are the activities associated with the maintenance and repair of hardware, Software and Networks to include "Break/Fix" Services. Installed platform and product version levels are not to be more than one version behind the current commercial release, unless coordinated with ITRB. The following table identifies the Maintenance roles and responsibilities that Contractor and DS will perform.

Table 15. Maintenance Roles and Responsibilities

Maintenance Roles and Responsibilities Contractor DS/CTO

1. Define Maintenance requirements and policies X

2. Develop, document and maintain in the Standards and Procedures Manual Maintenance procedures that meet requirements and adhere to defined policies

X

3. Develop Maintenance schedules X

4. Review and approve Maintenance procedures and schedules X

5. Define dispatch requirements and point-of-service locations X

6. Ensure maintenance coverage for all Service Tower components in accordance with Service Level Requirements.

X

7. Provide maintenance and Break/Fix support in DS’s defined locations, including dispatching repair technicians to the point-of-service location if necessary

X

8. Perform diagnostics and maintenance on Service Tower components including hardware, Software, peripherals, Networks and special-purpose devices as appropriate

X

9. Install manufacturer field change orders, service packs, firmware and Software maintenance releases, etc.

X

10. Perform product patch, ―bug fix,‖ service pack installation or upgrades to the current installed version

X

11. Escort sub-contractors and third-party Contractors without building access to maintain physical security requirements and standards.

X

12. Perform Maintenance-related Software distribution and version control, both electronic and manual

X

13. Replace defective parts including preventive Maintenance, according to the manufacturer’s published mean-time-between failure rates

X

14. Conduct Maintenance and parts management and monitoring during warranty and off-warranty periods

X

3.1.2.15 Technology Refreshment and Replenishment

Technology Refreshment and Replenishment (TR&R) Services are the activities associated with modernizing the IT infrastructure on a continual basis to ensure that the system components

18/OCT/2010 – Page 17 stay current with evolving industry-standard technology platforms. The following table identifies the Technology Refreshment and Replenishment roles and responsibilities that Contractor and DS will perform.

Table 16. Technology Refreshment and Replenishment Roles and Responsibilities

TR&R Roles and Responsibilities Contractor DS/CTO

1. Recommend TR&R life cycle management policies, procedures and plans appropriate for support of DS business requirements

X

2. Develop, document and maintain in the Standards and Procedures Manual TR&R procedures and develop TR&R plans that meet requirements, adhere to defined policies and Change and Release Management processes

X

3. Review and approve TR&R policies, procedures and plans X

4. Perform the necessary tasks required to fulfill the TR&R plans X

5. Provide management reports on the progress of the TR&R plans X

6. Periodically review the approved TR&R implementation plans to ensure they properly support DS business requirements

X

3.1.3 Service Delivery

3.1.3.1 Availability Management

The goal of Availability Management is to understand the overall availability requirements of Bureau needs and to plan, measure, monitor and continuously strive to improve the availability of the IT Infrastructure, services, and supporting IT organization to ensure these requirements are met consistently with a focus on providing cost effective Availability improvements that deliver measurable benefits to DS. Availability Management covers the evaluation, design, implementation, measurement and management of the IT Infrastructure Availability from a component and an end-to-end perspective (i.e. Services), including new or modified IT service management methodologies and tools, as well as technology modifications or upgrades of IT infrastructure systems and components. The goal of the Availability Management process is to optimize the capability of the IT Infrastructure, services and supporting organization to deliver a cost effective and sustained level of availability that enables the Directorates to satisfy objectives.

Key activities of the Availability Management process are as follows:

Determining DS availability requirements (usually as part of the SLA development) for a new or enhanced IT Service and formulating the Availability and recovery design criteria for the IT Infrastructure to ensure IT Services are designed to deliver the appropriate levels of Availability

Determining the critical DS functions and impact arising from IT component failure.

Where appropriate reviewing the Availability design criteria to provide additional resilience to prevent or minimize impact to the business

Identifying opportunities to optimize the availability of the IT Infrastructure to deliver cost effective improvements that deliver tangible benefits to DS CTO customers

Supporting the targets for availability, reliability and maintainability for the IT Infrastructure components that underpin the IT Service to enable these to be documented and agreed within SLAs, and contracts javascript:void(0)

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Establishing measures and reporting of availability, reliability, and maintainability, that reflects the business, End-User and IT support organization perspectives

Monitoring and trend analysis of the availability, reliability and maintainability of IT systems and components

Reviewing IT Service, system, and component availability, identifying unacceptable levels, and ensuring appropriate corrective actions are taken to address IT Availability shortfalls

Investigating the underlying reasons for unacceptable availability and providing recommendations for resolution

Producing and maintaining a forward-looking Availability Plan, which prioritizes and plans overall IT Availability improvements aimed at improving the overall Availability of IT Services and Infrastructure components to ensure that existing and future business Availability requirements can be met

Providing IT Availability reports to ensure that agreed levels of availability, reliability and maintainability are measured and monitored on an ongoing basis

The following table identifies the Availability Management roles and responsibilities that the Contractor and DS will perform.

Table 17. Availability Management Roles and Responsibilities

Availability Management Roles and Responsibilities Contractor DS/CTO

1. Establish criteria and SLRs for Availability Management support requirements, including IT systems and services to be covered

X

2. Develop Availability Management policies, process and procedures and determine appropriate Availability Management tools and methods that support DS’s Availability Management support requirements

X

3. Participate in the development of Availability Management policies, process and procedures and identifying the tools and availability methods to be used

X

4. Review and approve Availability Management policies, processes and procedures

X

5. Implement agreed-upon Availability Management policies, processes and procedures

X

6. Provide unrestricted read access by DS-authorized staff and designated personnel to all current and historical Availability knowledgebase data and records

X

7. Ensure that Availability requirements are included when requirements are identified when upgrading and/or designing new IT systems and services to support business users

X

8. Participate in user requirements gathering and analysis when upgrading and/or designing new IT systems and services to ensure that IT Services and systems are designed to deliver the required levels of Availability (mapped to the SLRs) required by the business

X

9. Create Availability and recovery design criteria to be applied to upgrades and/or new or enhanced Infrastructure design

X

10. Participate in creating Availability and recovery design criteria to be applied to upgrades and/or new IT Infrastructure system and services design

X

11. Coordinate with the IT service support and IT service delivery process owners and managers from DS to research, review, and assess Availability issues and optimization opportunities

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Availability Management Roles and Responsibilities Contractor DS/CTO

12. Define the Availability measures and reporting required for the IT Infrastructure and its components that underpin an upgraded…