SOW_-_V3_-_09-2-15.docx

ITSM SOFTWARE and SUPPORT

FOR THE NATIONAL TECHNICAL INFORMATION SERVICE

STATEMENT OF WORK (SOW)

09/02/15

GENERAL.

BACKGROUND

The U. S. Department of Commerce (DOC), National Technical Information Service (NTIS) in Alexandria, Virginia has multiple service and support organizations that supply various levels of support including servicing requests, resolving related problems, and implementing changes to the NTIS operating environment. Today, there are multiple methods and products used to document, track, and report on various processes and services within NTIS. In addition, some NTIS groups do not track service and support activities in a consistent and auditable manner. The lack of a single integrated technology to facilitate consistent flow and tracking of NTIS operational support processes and services across the organization have a negative effect on the overall operational efficiency of the organization.

NTIS is in the process of adopting service management practices based on various industry best practices including the Information Technology Infrastructure Library (ITIL) framework to implement common processes across the organization and improve service delivery. This approach requires an information technology service management (ITSM) to serve as the authoritative management tool for the efficient and effective delivery of services across NTIS. NTIS is currently rolling out ServiceNow’s eponymous ServiceNow ITSM Solution.

OBJECTIVES AND SCOPE.

NTIS requires support services to implement an Enterprise IT service management system utilizing the aforementioned ServiceNow. NTIS also plans to utilize this technology to achieve consistency and efficiency in Human Resources, Facilities Management and other divisions of the organization by utilizing a common platform for supporting, tracking, communicating, and reporting customer requests and incidents, change requests, and conducting problem management reviews. The new system will provide web pages for customers to make their own service requests, track existing and view closed tickets, log incidents, conduct self-help by searching known solutions via a web browser. Lastly, the new system shall provide interfaces for users to develop their own dynamic reports and dashboards via a web browser.

The contractor shall provide implementation services to support NTIS efforts to setup, test, and move the ITSM solution into full production use. The implementation shall provide NTIS with a fully functional Enterprise ITSM service, based on ITIL v3 and compliant with Federal government requirements for Information systems security, to process service requests, incidents, change requests, and conduct problem management reviews. In addition, the implementation services shall enable NTIS customers and staff with self-service capabilities that allow service requestors to track and enter requests and conduct knowledgebase searches.

CONTRACTOR PERSONNEL

The Contractor shall provide only qualified personnel to work on this action.

Central Point of Contact (CPOC) / Senior Administrator.

The Contractor shall designate an employee to be a Central Point of Contact / Senior Administrator who shall be responsible for all Contractor work performed under this action. It is anticipated that the CPOC shall be one (1) of the more senior employee utilized by the Contractor for this work effort. The name of CPOC and the name(s) of any alternate(s) who shall act for the Contractor in the absence of the CPOC shall be provided to the Government as part of the Contractor's proposal. During any absence of the CPOC, only one (1) alternate shall have full authority to act for the Contractor on all matters relating to work performed under this action. The CPOC and all designated alternates shall be able to read, write, speak and understand English. Additionally, the Contractor shall not replace the CPOC without prior acknowledgement from the Contracting Officer (KO) or the Contracting Officer’s Representative (COR).The CPOC shall be available to the COR via telephone between the hours of 0800 and 1700 EST, Monday through Friday, and shall respond to a request for discussion of problems within 24 hours of notification.

Employee Conduct and Removal The Contractor’s employees shall comply with all applicable Government regulations, policies and procedures when visiting or working at Government facilities. The Contractor shall ensure Contractor employees present a professional appearance at all times and that their conduct shall not discredit the United States, the Department of Commerce, and NTIS. The Government may, at its sole discretion, direct the Contractor to remove any Contractor employee from NTIS facilities for misconduct or security reasons. Removal does not relieve the Contractor of the responsibility to continue providing the services required under this requirement. The Contracting Officer (KO) will provide the Contractor with a written explanation to support any request to remove an employee.

Key Personnel The Central Point of Contact / Senior Administrator shall be considered ‘Key’. Key personnel may not be replaced without prior written notification to the Government, to include resumes equal to or exceeding the required qualifications/certifications of the position. The Government shall be given a minimum of 15 days prior notice to any change for Key Personnel.

Qualified Personnel The Contractor shall provide experienced and qualified personnel to perform all requirements specified in this requirement. Contractor personnel must follow established NTIS standards and guidelines and work under the technical direction of the Government. All Contractor personnel must be able to effectively communicate and operate in a team-based environment. Communication, organizational, and time management skills are required. Contractor personnel must follow established NTIS standards and guidelines and work under the guidance of senior personnel. Contractor Personnel proposed should meet the minimum following requirements:

Requirement Table

Required experience levels:

Preferred experience levels:

Required Certifications & Trainings

Preferred Certifications & Trainings

SECURITY

Employee Identification.

Contractor employees visiting or working at Government facilities shall wear an identification badge that, at a minimum, displays the Contractor name, the employee’s photo, name, clearance level and badge expiration date. Visiting Contractor employees shall comply with all Government escort rules and requirements. All Contractor employees shall identify themselves as Contractors when their status is not readily apparent and display all identification and visitor badges in plain view above the waist at all times.

Contractor Access The Contractor will have access to Unclassified but Sensitive Information or “For Official Use Only” (FOUO) may be required under this action. Contractor employees shall safeguard this information against unauthorized disclosure or dissemination.

Onboarding and Background Check Contractor personnel that work directly on this contract must attend the NTIS new staff orientation within two (2) weeks of the Contractor receiving clearance under CAR clause 1352.237-72 after contract award and also review annual security awareness briefings. If an e-mail account is deemed necessary for the Contractor by the COR, the Contractor will be required to sign and adhere to the NTIS Rules of Behavior prior to being granted access to any NTIS IT systems. Specialized NTIS training such as annual IT Security Awareness and Privacy training shall be carried out by contractor staff when notified by the COR that such training is required. Personnel shall contain an active FIN 10-06 Tier 2 Designation level for a “Moderate Risk” position and a favorable MBI investigation, or are able to be cleared for this designation level within 30 days of the contract award date. The COR will provide the appropriate forms after contract award.

PERIOD OF PERFORMANCE

The period of performance for this requirement shall be twelve (12) months from the date of award with two (2) additional 12 month option periods..

place of Performance The Primary Place of Performance Shall be the NTIS Headquarters located at 5301 Shawnee Road, Alexandria, VA.

Hours of operation Contractor employees shall generally be available to the Government between the hours of 0800 and 1700 EST, Monday through Friday (except Federal holidays). However, there may be occasions when Contractor employees shall be required to work other than normal business hours, including weekends and holidays, to fulfill requirements under this TO.

During an anticipated closure of the NTIS facility due to declared holidays, administrative leave granted to the entire government staff, or other closures, contract employees will not be required to perform services on the campus, unless specifically scheduled. In the event of facility closure due to natural disasters, severe weather, emergencies, staff furloughs, early closure, or added holiday, contract workers who are scheduled to work shall not report to work unless notified differently. In the event of a facility closure, the Contractor shall not be compensated nor penalized for the time of the closure.

Contract employees will not be allowed to work at the NTIS facility unless a designated government employee or specifically authorized by the COR or Contracting Officer (KO).

TRavel Travel is not anticipated outside of 50 miles from the primary place of performance. For this requirement, the local commuting area is defined as within 50 miles of the primary place of performance. The Government will not reimburse the Contractor for travel to the primary place of performance, or between the contractor’s site and the NTIS locations in Virginia, DC, and Maryland for delivery/drop off or meeting purposes.

Status reporting The Contractor shall provide the Contracting Officer Representative (COR) with a written weekly status report by email, in Microsoft Word format, to identify progress, action items resolved, outstanding action items, and possible problems that could impact the quality or timeliness of deliverables. The weekly status report must be delivered to the COR no later than two (2) business days after the reporting period. Additionally, the contractor shall provide the COR with a written monthly status report which summarizes progress, status, issues, and performance in relation to individual tasks orders and the Statement of Work for the overall contract. The monthly report shall include a breakdown of costs billed to the Government. The monthly status report shall be delivered to the COR no later than the tenth (10th) day of the month. The written summary section of the status report shall be in Microsoft Word format and the breakdown of cost in Microsoft Excel format. The Government will provide a spreadsheet template.

kick off meeting The Contractor shall attend a Kick-Off Meeting with the KO and the COR No Later Than (NLT) ten (10) business days after the date of award. The purpose of the Kick-Off Meeting, which will be chaired by the KO, will be to discuss the technical and contracting objectives of the contract and to review the project plan. The Kick-Off Meeting will be held at the Government’s facility. Minutes will be taken and provided by the Contractor.

GLOSSARY

government furnished equipment The Government shall provide the workspace, equipment and supplies necessary to perform the on-site portion of Contractor services required in this task order, unless specifically stated otherwise under this task order. The Contractor shall use Government furnished resources and information only for the performance of work under this task order, and shall be responsible for returning all Government furnished resources and information in good working condition, subject to normal wear and tear.

The Contractor shall use Government furnished property only for the performance of work under this requirement, and shall be responsible for returning all Government furnished property in good working condition, subject to normal wear and tear.

Contractor furnished equipment The Contractor shall furnish all facilities, materials, equipment and services necessary to fulfill the requirements of this task order, except for the Government Furnished Resources specified in this work statement.

requirements All Electronic and Information must conform to the Architectural and Transportation Barriers Compliance Board Electronic and Information Technology Accessibility Standards (36 CFP Part 1194). The applicable standards are available at http://www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-section-508-standards/section-508-standards.

Requirements Definition phase and Project plan The contractor shall work with the NTIS to schedule a kick-off session. During that kick-off session the contractor and NTIS will reach a common understanding on:

· Identifying the stakeholders, project team members, and functional roles

· The SOW and functional requirements that are to be met

· The project plan including implementation stages, schedule, and milestones

· Next steps

· Questions and answers

The contractor shall provide templates to assist the customer with setup and implementation steps which are in alignment with ITIL and other best practices for service delivery. Examples of data gathering via templates to facilitate ITSM implementation include data dictionary and field elements; process workflows; service level types; and asset and user information.

The contractor shall also provide their draft project plan during the kick off meeting within ten (10) days of kick off. The plan will be reviewed by the Government, and returned with comments within five (5) business days of receipt. Once comments have been received, the Contractor shall provide a final version to the Government within five (5) Business days.

Core/Foundation Set Up The contractor shall work with NTIS system/application administrators to configure and test integrations with the NTIS IT environment such that the production instance of the ITSM application is ready for customization, integration and production utilization. Each task will be a continuation of basic implementation services provided by the ITSM SaaS vendor. The core system set-up comprises the following major activities:

· Activation / de-activation of modules

· Setup of Groups, Users and Roles

· Directory integration - load users, groups and other data like department/location at discretion of NTIS from LDAP to the application.

· Personal Identity Verification (PIV) integration per Homeland Security Presidential Directive 12 (HSPD-12)

· Email Integration – setup connectivity to an Exchange email server and/or SMTP server.

· Discovery setup and Asset management database integration - populate the configuration management database with asset information such as device name, address, asset ID, description, component information, etc. through deployment of ServiceNow Discovery MID services and from various asset management systems currently used by NTIS (e.g. SCCM, satellite, sunflower, etc.

Process Configuration The contractor shall work with NTIS system/application administrators to mentor them during the customization of the processes, specific to the templates completed during requirements definition. The customizations include: form modifications, notifications, workflow, and Service Level Agreements specific to each ITIL process. The expected results of the contractor effort for this task includes:

Configuration/Asset Management Implementation of a centralized inventory repository to track Configuration Items and their composition where known.

· A CMDB based on data obtained from multiple sources

· Correlation of Incidents, Problems and Changes with Configuration Items that are contained in the Configuration Management Database.

· Establishment of relationships between Configuration Items to support the creation of a Business Service Map of defined Configuration Items and dependencies.

· The availability pre-defined and ad-hoc reports related to Configuration Management

· Discovery capabilities for automated population of the CMDB and support for continuous currency of the CMDB with the changing operating environment

Change Management Implementation of a centralized system for logging, notifying, approving and auditing routine changes.

Configure change fields, prioritizations, and categorizations Configure change related dashboards / homepages Configure Service Level Agreements and inactivity rules related to changes Configure assignments of changes Configure notifications related to changes Configure change related filters and modules Configure business rules and client scripts to support change requirements Configure change roles and access controls (security) Configure change reports and scheduled reports Configure the relationship of Change Management to other applications (i.e. Problem Management and Incident Management) Configure change workflow including approvals and change tasks The automation and integration to Incident Management and Problem Management to establish the necessary relationships.

The creation of workflows to accommodate for “Standard”, “Routine” and “Emergency” changes.

Creation of an approval process for Standard and Emergency type changes.

Service Level Agreements that identify changes that have met SLA’s or violated SLA’s

Incident Management and Self-Service:

Implementation of Incident management to track, notify and escalate incidents appropriately. This includes implementation of basic self-service functionality to allow end-users to create and track incidents independently.

Incident forms that support mandatory, optional, and custom fields Configure incident reports and scheduled reports Automation through Email including:

· The creation of new Incidents when inbound email is received.

· Email Notifications to the end user at specific stages of the Incident workflow such as incident creation, incident modifications and incident resolution.

· Email Notifications to the appropriate Assignment Group and Assignees at specific stages of the Incident workflow such as incident assignment and incident modification.

The ability to properly categorize and prioritize Incidents based on NTIS defined standards The ability to escalate Incidents from first level support to other Assignment Groups within NTIS support structure.

The availability pre-defined and ad-hoc reports related to Incident Management Configuration of end-user survey capabilities Self-Service

· Portal setup for end user presentation of forms, news, tickets, dashboards

· Incident submission link(s)

· Incident status list view

· Default dashboards configuration

· News articles and alert bulletin configuration

· Filtered lists and views

· Incident submission forms with mandatory, optional, and custom fields

· Auto-population of user information from Servicenow database and/or external sources (e.g. LDAP)

· Ability to track submitted incidents in real-time

· Configurable home pages / branding Service Catalog/Request:

Implementation of Request Fulfillment to track, notify and escalate requests appropriately.

The contractor shall provide a 1-2 day workshop on building the catalog and will work with NTIS to build out 12 items/requests based on NTIS workflow The contractor will show NTIS how to build a Catalog Items.

An email account, DB or App Access Request, or other "Service Request" The contractor shall show NTIS application administrators how to Assign Tasks to a group The contractor shall show NTIS application administrators how to create tasks that run in order and in parallel.

The contractor shall show NTIS application administrators how to create a simple approval task to a specific individual or group The contractor shall show NTIS application administrators how to create a dynamic scripted approval task based on the users attributes.

The contractor shall show NTIS application administrators how to use the Simple Approval Engine The contractor shall show NTIS application administrators how to turn on and use Process Guides for advanced Approval Rules The contractor shall show NTIS application administrators how to create process guides using out of the box work flow capabilities The contractor shall show NTIS application administrators how to create a request form for multiple items (i.e., an Order Guide) using existing pre-existing catalog items or the catalog items that have been completed in the above examples.

The contractor shall show NTIS application administrators how to customize email notifications

· The Approval Requested email notification

· The Request made on your behalf email notification

Problem Management:

Implementation of Problem Management to track, notify and escalate problems appropriately.

Configure change fields, prioritizations, and categorizations Configure problem related forms, views, dashboards, and homepages Configure workflow and validations of workarounds Configure Known Errors Configure Service Level Agreements and inactivity rules related to problems Configure the assignment of problems Configure notifications related to problems Configure problem related filters and modules Configure business rules and client scripts to support problem requirements Configure problem roles and access controls (security) Configure problem reports and scheduled reports Configure the relationship of Problem Management to other applications (i.e. Incident Management).

The automation and integration to Incident Management and Change Management to establish the necessary relationships.

The ability to close the related incident(s) when a Problem is resolved and “cascade” the comments from the Problem to the related Incidents.

Automation through Email including:

Email Notifications to the appropriate user(s) at specific stages of the problem workflow such as problem creation, problem comments and problem resolution.

Email Notifications to the appropriate Assignment Group and Assignees at specific stages of the problem workflow such as problem assignment.

The ability to properly categorize and prioritize problems based on NTIS defined standards.

Service Level Agreements that identify problems that have met SLA’s or breeched SLA’s.

The availability of the necessary reports related to Problem Management.

User acceptance, testing, training, and release to production:

The contractor shall work with the NTIS to conduct user acceptance testing of the work that was completed in accordance with this statement of work. This will include validation of the customizations including: form modifications, notifications, workflow, and Service Level Agreements specific to each ITIL process, answer questions or facilitate the modifications, and bug fixes (if any) identified during this stage. The contractor will also prepare the NTIS support and infrastructure teams who will provide ongoing support for the application. The contractor shall close the project and transition the day-to-day operation and maintenance of the application to NTIS personnel. ITSM configuration changes will be implemented in the test environment, tested, and approved by NTIS management prior to implementing changes in the production instance of the ITSM application.

DELIVERABLES and KEY DATES All deliverables as applicable shall be submitted to the COR according to the due date specified below.

6.1 Documentation

The Contractor must deliver product documentation developed under this Contract. Product documentation may include, but is not limited to, software/system specifications, plans, procedures, guides, and other manuals, working papers, engineering notes, and architectures and policies. Copies of all documentation should be submitted to the COR no later than the 10th day of the month.

QUALITY ASSURANCE PLAN

The purpose of the quality assurance plan is to provide surveillance approach for product quality control and services performed for NTIS under this contract. This plan provides a basis for the COR to evaluate the quality of the Contractor's performance. The oversight provided in the contract and in the quality assurance plan will help to ensure that service levels attain and maintain the required levels throughout the contract term. Further, the quality assurance plan provides the COR with a proactive way to avoid unacceptable or deficient performance, and provides verifiable input for the required annual past performance evaluations.

Performance Standards:

By monitoring the Contractor, the COR will determine whether the performance levels established for this contract have been attained. The metrics for measuring performance will be specified in association with individual task orders under this contract.

Frequency: The COR will evaluate the current levels of performance, according to the standards set forth in this contract. During performance of this contract, the COR will take periodic measurements (i.e., conduct surveillance), as specified, and will analyze whether the negotiated frequency of measurement is appropriate for the work being performed. Adjustments may only be made by a modification to the contract.

Management Responsiveness: The COR will determine whether the Contractor has managed the contract effectively and efficiently, as specified in the quality standards set forth in this SOW. The COR will confirm whether the Contractor has satisfactorily met all reporting requirements, including subcontracting reports when applicable.

Evaluation Methods:

The COR will conduct routine performance evaluations using the following surveillance techniques:

Analysis/Visual Review of Completed Deliverables. The COR will perform a visual review of Contractor work for accuracy and completeness.

The COR shall adhere and enforce the attached Quality Assurance Surveillance Plan The COR will contact and interview various personnel, including business/project managers, task monitors, and customers for feedback on Contractor performance. Results shall be shared with the Contracting Officer.