SUMMARY DESCRIPTION OF PROGRAM (1).pdf

Special Announcement: The Army has reorganized the requirements under the AESD Program into 2 distinct separate requirements. Together the requirements will now be known as the Army Enterprise Service Management Platform. The requirements will be awarded as task orders under a Single Award Indefinite Delivery Indefinite Quantity (IDIQ) contract. A summary of the planned award and requirements follows. The Request for Proposal release date is expected 2nd Quarter FY 21. (First quarter calendar year). It will be released under W52P1J-21- R-0003.

SUMMARY DESCRIPTION OF PROGRAM: Army Enterprise Service Management Platform (AESMP)

The AESMP program will encompass an Army wide global Information Technology Service Management (ITSM) system that will allow multiple Army Agencies to utilize the system awarded. The AESMP program will provide the platform and operations for the the Army Enterprise Service Desk (AESD) in accordance with the Army Enterprise Service Management Framework. A single award Indefinite Delivery Indefinite Quantity (IDIQ) contract will be awarded to a single vendor via a competitive Best Value evaluation, to manage the Army’s ITSM task order and the AESD task order. The Government intends to award a 10-year Indefinite Delivery Indefinite Quantity (IDIQ) contract that will support multiple task orders.

Information Technology Service Management (ITSM)

a. The Army will require the vendor to provide and operate the unclassified and classified Information Technology Service Management (ITSM) Software as a Service (SaaS) solution SaaS is a method of software delivery and licensing in which software is accessed online via subscription rather than bought and installed on individual computers

b. The ITSM SaaS shall be provided by the vendor in accordance with the Performance Work Statement (PWS) which is based upon the ARCYBER ITSM Functional Requirements Document (FRD).

c. The ITSM SaaS will be used to provide service support for Non-Secure Internet Protocol Router (NIPR) and Secure Internet Protocol Router (SIPR) enterprise services and Command, Control, Communications, Computers, and Information Management (C4IM) services for voice, messaging, video teleconferencing, computing, network infrastructure, customer support, Information Assurance support, and hosted applications.

d. The vendor will migrate the NIPR enterprise services support from a contractor-provided ITSM called AESD Customer Relationship Manager (CRM), the SIPR enterprise services support from an Army-operated ITSM called the Single Interface to the Field (SIF), and migrate the C4IM services support from the NETCOM operated NIPR and SIPR Enterprise Service Management Systems

(ESMS).

e. All these ITSM systems are currently providing Incident Management, Knowledge Management, Change Management, in support of ARCYBER, NETCOM, Major Commands (MACOMS), Signal Commands, Brigades, Regional Cyber Centers (RCCs), Network Enterprise Centers (NECs), Information Management Officers (IMOs), and the Army Enterprise Service Desk (AESD)

Army Enterprise Service Desk (AESD)

The Army has a need to provide Army users with a single point of contact for service requests, incident reporting, and inquiries related to DODIN-Army (DODIN-A) IT services, 24 hours per day, 7 days per week, and 365 days per year. ARCYBER is the requiring command. The vendor shall provide enabling Information Technology (IT) validated service desk capabilities in accordance with the PWS, which is based upon the AESD FRD that are modular, scalable, and integrated for fielding at Non-Secure Internet Protocol Router (NIPR) and Secure Internet Protocol Router (SIPR) locations worldwide. The vendor will provide a NIPR-based telephony management system to handle inbound calling to AESD and a workforce management system integrated with the ITSM. It will align service desk resources, dedicated to performing service support functions, as well as supporting unique command systems and applications. AESD performance will take place in multiple Government locations as well as contractor locations. United States Government (USG) locations will be: Fort (Ft.) Huachuca, AZ:

Ft Shafter, HI: Camp Humphreys, Korea and Ft. Belvoir, VA.

Summary

Through the AESD task order and the ITSM task order, the goal of the AESMP vendor shall be to enable improved availability of the network to Army end users, synchronization of institutional and operational components, and situational awareness through coordination of service desks, Network Enterprise Centers (NECs)/local operations, the Regional Cyber Centers (RCCs), the Network Enterprise Technology Command (NETCOM) Department of Defense Information Network (DODIN) Fusion Cell, the Army Cyber Operations Integration Center (ACOIC), Army Cyber Command (ARCYBER), and Defense Information Systems Agency (DISA). The capabilities delivered by the vendor shall provide the Army with improved interoperability, cost avoidance through standardization, and continuing service support operations as a cyber-sensor.