Service Level & Deliver.xlsx

Title Page

Managed Cloud Services

Solicitation No. 5400028075

&K000000Attachment 1.2 Service Level Matrix Public Cloud Manager Services (PCM)

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Introduction

INTRODUCTION

This Exhibit 3.1 Service Level and Deliverable Matrix sets forth the following:

&K000000Attachment 1.2 Service Level Matrix Public Cloud Manager Services (PCM)

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1. Critical Service Levels Critical Service Level Matrix - MCS

&K000000Attachment 1.2 Service Level Matrix Public Cloud Manager Services (PCM)

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2. Key Service Levels

Key Service Level Matrix - MCS

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3. One-Time Del One Time Critical Deliverables - MCS

Credit

The Transition Project Plan deliverable must include documentation of required 2 reviews conducted with Admin prior to final submission.

The Detailed Transition Project Plan must also include at a minimum the following:

1. Project Integration – among Admin, reliant or dependent SCPs, and Customers;

2. Stakeholder goals and expectations;

3. Project Scope;

4. Project Time;

5. Project Schedule Management Plan;

6. Project Change Management;

7. Project Quality Measures and Management Plan ;

8. Project/Transition Staffing;

9. Project Communications;

10. Risk Register for risk and issue tracking;

11. Plan and associated timelines for developing Application Programming Interfaces (APIs) and other system integrations to support automated reporting, data feeds, etc., into the Admin tools, including any know interdependencies or resource requirements for Admin or other SCPs;

12. A description of the documentation, methods and procedures, personnel and organization the Service Provider will use to perform the Transition;

13. Completed Transition Milestone Document capturing transition milestone objectives, Acceptance Criteria, dates, dependencies, owners, and review teams. Written agreement with each dependent SCP and Admin confirming dependencies and alignment with transition plan.

Documentation of required 4 reviews conducted with Admin prior to final submission.

Confirmation of alignment with Admin processes/procedures in the SMMs and identification of any critical gaps in documentation or processes Updated Key Personnel contact information and staff employment status Documented operational processes/procedures needed to deliver Services and status of publication on the Admin portal Status of Service transfers Status of software license transfers Status of hardware transfers Status of lease transfers Billing process including providing State Agency billing details to Admin in the Admin-agreed formats Status of knowledge transfer programs and KT Transition to Steady State item status Provide current updated version of the operational readiness checklist, which must include but is not limited to topic, status, owner, risks, dependencies, date opened, date closed/completed, and associated risk mitigation plans.

- Structure and hierarchy

- Document templates

- Descriptions of contents for SMM implementation phases I-III

Documentation of required 1 review conducted with Admin prior to final submission.

Publication of required Phase I SMM sections as defined in Exhibit 1.3 Service Management Manual

• SMM content aligned with SMM Phase I contents and structure

• Processes reflect the requirements of the Agreement

• Detailed descriptions of policies, processes, and procedures are documented in the manual.

• Roles and responsibilities are defined for Service Provider, Admin, other SCPs, and/or Customers as appropriate.

• Dependencies and relationships are documented.

• Risks associated with procedures are identified and mitigation strategies documented for each risk.

- Roles and responsibilities

- Inputs and outputs

- Tool in place with Service Management SMMs loaded

- Published UAT results confirm SMM is performing as expected, in accordance with the SMM requirements, and contains the expected content Documentation of required 2 reviews conducted with Admin prior to final submission

Acknowledgement of alignment with established Phase II SMM sections and/or Publication of required new Phase II SMM sections as defined in Exhibit 1.3 Service Management Manual

• SMM content aligned with SMM Phase II contents and structure

• Processes reflect the requirements of the Agreement

• Detailed descriptions of policies, processes, and procedures are documented in the manual

• Roles and responsibilities are defined for Admin, SCPs, and/or Customers as appropriate

• Dependencies and relationships are documented

• Risks associated with procedures are identified and mitigation strategies documented for each risk

- the summary of the Phase III scope

- the hyperlinks to SMM artifacts in the SMM repository

- the screenshots from SMM repository on how to navigate and to find the SMM artifacts

Documentation of required 2 reviews conducted with Admin prior to final submission.

Acknowledgement of alignment with established Phase III SMM sections and/or Publication of required new Phase III SMM sections as defined in Exhibit 1.3 Service Management Manual

• SMM content aligned with SMM Phase III contents and structure

• Processes reflect the requirements of the Agreement

• Detailed descriptions of policies, processes, and procedures are documented in the manual.

• Roles and responsibilities are defined for Admin, SCP, and/or Customers as appropriate.

• Dependencies and relationships are documented.

• Risks associated with procedures are identified and mitigation strategies documented for each risk.

• The policies and procedures are consistent with the proposed project approach

- Create Disaster Recovery Plans to reflect Service Provider Services upon Commencement

- Test scenarios used to test

- Test results

- No open critical or high priority defects assigned to Service Provider

- Medium priority defects assigned to Service Provider have Admin approved business workaround

- List of defects and their resolution status (closed, open with target dates and workarounds)

- Detailed tooling listing and updated Tooling Integration template

Admin written acceptance of Tooling Approach (TRN Milestone #: TBD), Design (TRN Milestone #: TBD), Build and Testing (TRN Milestone #: TBD) with 2 demonstrated reviews;

- Updating of Design documentation as necessary for alignment to any changes determined post design and prior to implementation

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4. Recurring Del

Recurring Critical Deliverables - MCS

Credit Applies

Publication and agreement on the Service Provider Annual Information Security Plan as described in the SCDIS-200 Information Security and Privacy Standards, Controls Matrix worksheet, and captured in a State agreed format(s) that may include:

- Define security requirements, security management controls, and common controls for meeting those requirements.

-Identify and assign security program roles, responsibilities and Service Provider management commitment, and ensure coordination among Admin and Service Components

- Approval of the plan by Service Provider senior management and Admin

- Updates to the security plan to address changes and problems identified during plan implementation or security control assessment

- Initiation of a plan is developed and executed to address identified security and privacy deficiencies

- Assessment of risks and strategy and priorities for risk response actions.

- Develop, monitor, and report on the results of information security and privacy measures of performance, as directed by Admin

- Provide status on implementation and adherence to Information Security Controls

- Provide results from previous years security monitoring and measuring

- SMM review plan, agreed by Admin, by topics (e.g., sections, processes or functional area) with timeline and participants. Plan is to include a listing of all documents or content included in the review (e.g., policies, processes, procedures, work instructions, templates).

a. Three (3) months after the results of the annual Customer Satisfaction Surveys are available, the Service Provider shall provide an improvement plan to measure the applicable improvement of the Services identified in the Customer Satisfaction Surveys as requiring improvement; and

b. As Service Provider identifies opportunities throughout the term working with Customers, Admin, and the State.

b. The Service Provider shall work with Admin, the Admin customer relationship management office and other SCPs as appropriate to create improvements for each Service requiring improvement. The Customer Experience Improvement Plan shall be approved by Admin and improvement status reported monthly. Provide Admin with the Service Provider's portion of the Annual Customer Experience Improvement Plan in the required format, to be included in the complete Annual Customer Experience Improvement Plan deliverable submission to Admin.

Publication of the Customer Experience Improvement Plan, including:

- List of Admin Customer Experience Improvement Plan tickets by resolver team that have been created for or assigned to the Service Provider to address the recommendations.

- Action plans addressing issues identified in the previous survey across all Services and survey groups;

- Definitions of the issue being addressed, targeted improvement, timeline, owners, and solution approaches;

- Previously agreed actions and activities;

- Plans should be approved by Admin;

- Previous plan to have been reported against by Admin monthly or such other time as mutually agreed by Admin and Service Provider; and

- Submission and execution of Service Provider identified opportunities in working with Admin Customers.

- Schedule developed for the upcoming year inclusive of RTO/RPO for each Service Provider system/application

- Identifies major changes in requirements and new systems and applications since the previous year's test Publish .doc/.xls document(s) that describes the Annual Service Provider Services Disaster Recovery Test execution including:

- Proof of DR test execution and the results

- A narrative evaluation of the test against the DR test plan and objectives

- is prepared by a recognized accounting firm qualified to perform such audits

- includes Service Provider's policies, procedures, controls and systems

- addresses the 12-month period agreed by the parties in advance

Perform annual Service Catalog Review

- Review the Requests coming in as generic request to identify new catalog items or trends in usage of Generic Request when another Catalog Item was already available.

- Review and report on the use of each defined Catalog Item including usage trends and recommend improvements or new catalog items.

- Assess Service Catalog navigation and recommend improvements Publication of the Service Catalog Review, findings, and remediating actions captured in a .docx document that includes:

- Detailed review of all catalog items including trends and recommendations for improvement

- Detailed review of requests submitted as generic requests including - underlying type of request, alignment of the generic request to an existing catalog item, proposed solution to drive a more customer efficient Service Catalog

- Actions and remediation plans to improve service catalog efficiencies and usage, incorporating prioritization based on volume and impact

- Status update of closed and open findings and remediation actions

- Description of cloud services and offerings by Service Provider that are in use on a quarterly basis.

- Updated description of standard, State-approved services and products available to Customers

- Recommendations on service and standard improvements that will improve the cloud services and are in alignment with the State’s strategic direction and technical architecture. Unique Deliverable No TBD Annually $500 Daily

&K000000Attachment 1.2 Service Level Matrix Public Cloud Manager Services (PCM)

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