Enterprise_Data_Center_PWS.pdf

PWS

PERFORMANCE WORK STATEMENT (PWS)

09 June 2014

1. Scope. This PWS covers Enterprise Data Center Services that includes onsite technical and management support services to the United States Army Information Technology Agency – Pentagon.

2. Title. ITA Enterprise Data Center Enterprise Mainframe, Server, VDI, and Related Data Center IT Technical Support Services

3. Background.

In March 1995, DoD Directive Number 8220 was signed by the Deputy Secretary of Defense. This Directive officially assigned the Secretary of the Army the responsibility for establishing a Single Agency Manager (SAM) for the provision of Pentagon Area Information Technology shared services. The single agency manager (SAM) is now known as the Information Technology Agency (ITA).

The intent of the ITA is to be a customer-focused service provider that provides, manages, operates, and maintains Information Technology shared services for the Pentagon Area and select agencies and organizations in the National Capital Region (NCR). The DoD Directive stated that ITA was to be the central source for IT services, and therefore eliminate the requirement for each DoD component to establish, operate and maintain duplicative technology. The policy also explicitly directed ITA to manage costs, as the directive outlined the responsibility to operate as a business, and continually evaluate new commercial alternatives to providing existing capabilities in the interest of finding cost savings.

ITA is a field-operating agency under the operational control of the Army’s Office of the Administrative Assistant.

ITA is an Information Technology (IT) service provider, and provides a range of shared services1 to the National Defense community. ITA’s customer base consists primarily of DoD services and agencies inside of the National Capital Region 2 (NCR).

The ITA Director is responsible for the installation, operation and maintenance of the enterprise infrastructure.

Over the years, ITA has continued to evolve to meet the growing needs of its customers and has become a more efficient IT service provider. Several drivers of change, such as the Pentagon Renovation Program and the need for more survivable systems, have led ITA to develop and implement new capabilities, including state-of-the-art storage and data processing services at the Pentagon. This new infrastructure modernizes, integrates, and consolidates many of the older, duplicative systems, capabilities, and facilities previously operated and maintained by separate organizations. In addition to providing IT solutions, ITA remains focused on strengthening its relationship with its customers and improving the efficiency of service delivery. ITA is dedicated to providing 24/7 customer support for secure, cutting-edge IT service offerings in an ever-changing environment.

In today’s environment, the customer experience is more important than ever. Current budget constraints drive consolidation and efficiency efforts, potentially affecting future service delivery and offerings. At the same time, based on their experiences with consumer IT, customers are demanding greater capabilities from their IT providers within the work environment. Federal agencies must demonstrate they can deliver true business outcomes and satisfy the needs and preferences of their customers.

ITA recognizes the value in understanding, evaluating and continually improving the customer experience

1 The types of services provided by ITA are typically similar to services provided by regulated telephone utilities; facility based carriers, other common carriers, and resellers of inter-city telecommunications services It includes operation and Maintenance, technical upgrade, engineering, integration, architecture, and information assurance of the infrastructure needed to provide the services. (SOURCE: Pentagon Information Services (PAIS) Charter, 27 FEB 2001)

2 The National Capital Region was created pursuant to the National Capital Planning Act of 1952 (Title 40, U.S.C., Sec. 71). The Act defined the NCR as the District of Columbia; Montgomery and Prince George’s Counties of Maryland; Arlington, Fairfax, Loudon, and Prince William Counties of Virginia; and all cities now or here after existing in Maryland or Virginia within the geographic area bounded by the outer boundaries of the combined area of said counties.

and takes a holistic approach to building upon its strengths and addressing weaknesses. In doing so, ITA aims to achieve higher customer satisfaction, decrease total cost of service, and deliver the outcomes the customer truly values in their IT provider: modern, stable, secure technology, speed, reliability, and strong customer service.

Recognizing the link between high performance and customer satisfaction, ITA is in the process of implementing solutions to drive strong performance across its services leading to an improved customer experience. Customer and partner insights will guide the development of ITA’s implementation strategy, which will enable the agency to deliver an unparalleled customer experience.

This partnership will free up the service centers to focus on their core missions while providing ITA’s customers with consistent service at the enterprise level. It is especially noted that business processes, and organizational roles, including those of the contractor, may shift during this transformation. The contractor is expected to work with ITA to continually refine and mature the functions supported in this PWS.

ITA Operations (ITA OPS) also performs a wide variety of enterprise support functions in order to meet customer requirements. Currently, part of their service offerings are server hosting, in which the hardware, software, infrastructure and maintenance required to host the customer managed applications is in a consolidated environment where ITA manages the server environment up to the operating system and provides operational monitoring and facility support for the OPS consolidated server rooms; server hoteling, in which the customer is responsible for their customer-owned servers within the environment.

The Data Center currently consists of four Service areas: Mainframe Services, Server Management Services, Enterprise Backup Services, and Support Services.

1. Mainframe Services: Host business applications for Pentagon Area tenants on ITA-owned mainframe systems running Z/OS or Linux that support customers worldwide.

2. Server Management Services: Provide enterprise-level common IT support services such as email, file, print, web and database services. Operate platform-computing services to support customer applications.

3. Enterprise Backup Services: Provide enterprise backup and recovery services to Pentagon tenants using a robust centrally managed system that provides the flexibility for customers to manage their own backups while using the Data Center disk-to-disk and disk-to-tape solutions with off-site replication. This task is not included in this Performance Work Statement and is for informational purposes only.

4. Support Services: Maintain physical access control and security of all the Consolidated Server Rooms

(CSR) and provide configuration control of these facilities while providing 24x7 support and environmental monitoring. Support services is also responsible for camera surveillance systems also located within the CSR’s and in managing a centralized pool of storage disks with various performance levels that match customer requirements along with a robust fibre channel network. This task is not included in this Performance Work Statement and is for informational purposes only.

4. Objectives:

The objective of this PWS is to obtain Contractor support for the functional areas within ITA.

The primary objectives of the functional areas are as follows:

• High levels of service availability: The demand for high availability is due to the mission-critical nature of the services provided to the DoD Community.

• Security: The data center environment must be secure and meet all regulatory security requirements per appropriate ITA Government and DoD regulations, policies, guidelines, and best practices.

• Flexibility: The ITA Data Center must be able to cope with changing customer requirements.

• Standardization: ITA Data Center must develop and follow service delivery strategies for delivering services on standardized platforms rather than developing/supporting custom solutions.

• Consolidated servers/storage/services to reduce costs: Consolidation of services within ITA and across the Pentagon onto fewer physical servers and storage devices to help reduce the cost of resource management.

• Survivability: ITA server and storage infrastructure must be highly survivable and support continued operations throughout physical or logical attacks.

• Controlled cost of ownership (TCO): All aspects of ITA costs must be understood and controlled

The Contractor shall demonstrate how their proposal addresses each ITA objective and improves over time.

The objective of the ITA Operations is to provide an integrated, structured approach to operating, managing, and maintaining the current ITA infrastructure across all managed platforms, as well as assisting in defining requirements for future upgrades and enhancements based on operational and customer trends.

The future enterprise architecture envisions a unified approach to managing server and storage resources at an enterprise level. While technologies vary between systems, this should not require multiple standards to include processes and support procedures for an enterprise environment. In order to drive standardization in the hosting environment, ITA envisions assisting customers, both external and internal, moving applications to the ITA Platform as a Service (PaaS) Model, or at minimum, limiting system/application deployments only to standardized servers with known configurations; creating one central managed open systems computing infrastructure environment.

5. Scope Outline.

Included in this PWS are all activities necessary to operate and maintain the existing Data Center environment. The scope includes the ITA enterprise mainframe environment and open systems computing infrastructure. It includes operating and maintaining an extensive server (physical and virtual) infrastructure that supports common IT services such as email, file, print, web, and database services, as well as customer-maintained business applications. This work will be performed across all required security classifications (Unclassified, Classified, Top Secret, and TS/SCI) as necessary. The technical library includes an estimated listing of the scope of systems and technologies to be supported under this contract.

The following functions are within scope:

Data Center Configuration and Change Control:

o Server Moves, Adds, and Changes (MACs).

o Mainframe Moves, Adds, and Changes.

Data Center Deployment:

o Build, install, configure and provide test and acceptance services for mainframes, physical and virtual servers.

o Provide automated deployment methods for fast provisioning of operational environments through the use of standard images and best practices.

Data Center Operations and Maintenance:

o Ensure platforms (mainframe and open systems) are base-lined with consistent configurations and up-to-date security standards.

o Administer mainframe and server platforms.

o Provide performance management on mainframe and open systems, with views for customers as required.

o Troubleshoot, support and ensure issue resolution.

o Provide Continuity of Operations (COOP) management and response to contingency events and other possible business interruptions in the NCR.

o Ensure 24x7 support and systems monitoring.

o Ensure Patching / Security Technical Implementation Guide (STIG) compliance across all environments (to include Windows, , LINUX, and Mainframe, etc.).

Operational Engineering:

o Support the definition of requirements for ITA upgrades and lifecycle replacements

(Continual Service Improvement).

o Support ITA ESD engineering recommendations for new ITA solutions and significant design/technology upgrades to the operating baseline.

o Process identification and development to improve and/or further automate ITA management.

o Insure the ITA infrastructure conforms to enterprise architecture and engineering guidance and standards.

o Provide troubleshooting, Tier III support, Problem Management and Root Cause Analysis for ITA services.

Project Engineering:

o Project management and execution for deployment efforts in accordance with enterprise engineering standards.

o Customer migrations.

6. Performance Requirements.

6.1 General Performance Requirements:

The Contractor shall provide services and perform required tasks pertinent to enterprise ITA support. The Contractor shall provide support for overall ITA operations, maintenance, security, change and configuration management, and deployment of infrastructure. The Contractor shall provide all labor, supervision, materials, maintenance and services necessary to provide this service and support systems contained in the infrastructure. The Contractor shall work closely with third party vendors/technicians supporting the existing hardware and software maintenance contract(s).

The Contractor shall:

• Provide management and execution of daily operations with respect to server management and mainframe servers within ITA.

• Configure, allocate, assign and manage the ITA environment based on customer requirements and industry best practices.

• Leverage hardware/software products to improve efficiencies.

• Advise ITA staff members and senior management on best practices for performance.

• Manage the systems life cycle by assuring that all life cycle phases, associated activities and control points are implemented for all ITA elements.

• Provide support and recommendations on technical planning for future ITA initiatives.

6.2 Program Management

6.2.1 Task Order Management

The Contractor shall manage and perform all the activities related to this Task Order (TO) up to the point of completing the transition-out. The Contractor shall provide and manage resources to execute tasks and produce deliverables as defined in this PWS. The Contractor shall be responsible for providing, managing and overseeing its personnel as well as any Subcontractor efforts used in performance of this PWS.

The Contractor shall be responsible for providing the Government accurate and timely status regarding tasks and performance on this PWS. Specifically, the Contractor shall be responsible for deliverables supporting the Task Order Management task as specified below:

Morning Report: The morning report is a written report that utilizes ITA trouble ticket data to depict all authorized and unauthorized data center mainframe and server outages and the respective status within the last 24 hours. This report shall be available and emailed to the ITA customer base by 0700 hours on each business day of the week. The contractor shall review existing trouble ticket reports and integrate this morning report within that framework.

Operational Stand-Up Briefing: An operational Stand-Up Briefing is a presentation that shall be conducted to the government on a daily basis, (Monday - Friday) and cover the outage information documented in the Morning Report.

Program Administrative/Financial Status Report: The contractor shall provide a Program Administrative/Financial Status Report, to be delivered to the TM coordinated with the Contractor’s invoicing cycle and identifying labor/cost data for the referenced invoicing period. This report shall include, but not be limited to: Contract Number, Task Order Number, financial summaries for each established CLIN identifying yearly contract ceiling per CLIN, amount currently funded on the CLIN, current invoicing period incurred costs against the CLIN, cumulative costs incurred to date against the CLIN, remaining balance of current CLIN funding, and narrative identifying upcoming potential funding shortfalls per CLIN.

ODC charges occurring during the reporting period shall be line item identified with specific description of ODC, effective date, and costs. Travel ODC reporting shall identify name of individual who incurred travel relating costs, date(s) of travel, and brief description of travel purpose.

Monthly In-Progress Review: The Monthly IPR shall provide an overall status of the service being provided by the Contractor. Items included are the Cost update, a Breakout of the Work Schedule of the Contractor’s Staff, Achievements, Monthly Metrics Summary, and any updated program information. This report shall be given in the form of a verbal presentation and followed up with a written report from the Contractor to the Government on a monthly basis.

Deliverables:

Morning Report Operational Stand Up Briefing Financial Status Report Monthly In Progress Review

6.2.2 Transitional Planning

The Contractor shall support the planning of Security & COOP transition activities within the organization. The Contractor shall submit an interim transition Plan, with the submission of proposal, to include the procedures for the transition-in period; and the procedures for the transition-out period to a follow-on successor Task Order. The transition plan shall be reviewed and updated as required during the period of performance.

Transition-In Period The transition-in period shall begin with the execution of the TO and continue for up to forty-five (45) days. At a minimum, the transition plan shall be inclusive of the transition of the documentation, operating procedures and other resources, including but not limited to, devices, equipment, databases and systems under ITA’s responsibility as related to this PWS from the current incumbent Contractor or the Government. The plan shall also include a training program for Contractor personnel and a date for accepting responsibilities for each division of work described in the plan. The Contractor shall execute its transition plan and work closely with the incumbent Contractor and the Government to assure uninterrupted contract support. Transition-in activities shall also include Contractor attendance at program reviews, participation in working groups, briefings, on-site communications, and full disclosure of technical, cost, and programmatic information.

Proposed staff levels during the transition-in period shall be included within the transition plan.

Incoming Contractor staffing levels during this transition are recommended as: initial fifteen day period at sufficient levels to begin the transition, second fifteen day period at 30% - 50% staffing, and final fifteen day period at 100% staffing. However, the Contractor may propose a different staffing ramp up during the transition period provided sufficient experienced personnel are available during the final fifteen day period to ensure that the Contractor is fully prepared to assume responsibility for performance over the final fifteen days of the transition period.

Deliverable: Transition- In Plan

Transition-Out Period The Contractor shall develop and deliver to the Government a transition-out plan, allowing no more than forty-five

(45) days for an orderly transition to any potential new Contractor to ensure that the level and quality of services are maintained. While this plan shall be due to the Government as part of proposal submission, the plan shall be updated as required during the period of performance. Outgoing vendor staffing levels during this transition are recommended as: initial fifteen day period at full staffing, second fifteen day period at 70% staffing, and fifteen day period at 30% staffing. However, the Contractor may propose less personnel during the transition period provided sufficient experienced personnel are available during the phase-in, phase-out period to ensure that the services called for by this Task Order are maintained at the required level of proficiency. The outgoing Contractor shall be fully responsible for performance during the initial fifteen day period, with shared responsibility along with the incoming Contractor during the second fifteen day period, and then will transition full responsibility to the incoming Contractor during the final fifteen day period.

At a minimum, the transition plan shall be inclusive of the transition to any incoming Contractor or the Government, of the documentation, operating procedures and other resources, including but not limited to, devices, equipment, databases and systems under ITA’s responsibility as related to this PWS. The plan shall also include a training program to be conducted with the incoming vendor and a date for transferring responsibilities for each division of work described in the plan. The Contractor shall execute its transition plan and work closely with the follow-on Contractor and the Government to assure uninterrupted contract support. Transition-out activities shall also include Contractor attendance at program reviews, participation in working groups, briefings, on-site communications, and full disclosure of technical, cost, and programmatic information.

Deliverable: Transition Out Plan

6.3 Quality Assurance Report

The Contractor shall plan and conduct a once a year comparison of Contractor performance against industry best practice as determined by benchmarking. The selection of functions and the benchmark best practices parameter(s), as well as the validation of benchmark test results shall be a joint activity with the Government. In performing the tasks in this PWS the Contractor shall follow Information Technology Infrastructure Library (ITIL™) approved standards (currently V3), as well as support any evolution toward higher versions of ITIL. . The Contractor shall report the comparison results to the Government and make continuous efforts to improve business and operational processes within ITA as it pertains to the tasks defined in this PWS.

Deliverable: Quality Assurance Report

6.4 ITA Services

The Contractor shall support the operation of the ITA systems environment across all required security classifications (including Unclassified, Classified, as well as Top Secret, and TS/SCI). The technical library includes an estimated listing of systems and technologies to be supported under this contract, and includes both ITA infrastructure, such as servers and server operating systems, as well as enterprise applications and management tools running on infrastructure.

6.4.1 ITA Configuration and Change Management Support

6.4.1.1 Manage ITA Systems Assets /Configurations

The Contractor shall ensure that the baseline configuration (base image) of all ITA OPS system assets associated with server management and mainframe services (including hardware, software, and documentation) are documented and configured according to DoD, Army, and ITA Engineering and Security standards; and that those assets are accurately represented and reported in the ITA Configuration Management DataBase CMDB. Assets range from PC-based servers (both blade and rack mounted) to server backplanes, dedicated storage, cabling, environmental control components, tape libraries, and software such as storage management and virtualization software. The Technical Library will contain an estimated list of current assets and references.

Where an ITA standard configuration does not exist for a device, the Contractor shall submit a recommended baseline standard to ITA Enterprise Engineering for review and approval. The Contractor shall use the existing ITA CMDB, recommend specific required upgrades to the CMDB in order for ITA to provide an integrated CMDB, or provide their own CMDB with bi-directional interfaces to ITA systems. The CMDB shall contain and maintain data that supports relevant IT processes/management practices (such as, Asset, Incident, Problem, Change, Release, Capacity, Operations, Project, & Security Management) in relation to established Service Level Agreements SLAs.

The Contractor shall use the CMDB to label, track and document all required information on assets, both software and hardware. Documentation shall include locations, serial numbers (in accordance with Army Property Accountability Regulations), diagrams, device make, model, and type, configurations, interfaces, warranty/maintenance information, deployment date, estimated lifecycle, and any known upgrades required to keep the system current and in operation.

The Contractor shall utilize the CMDB to track maintenance/licensing periods of performance on supported assets, and report monthly on the maintenance and licensing status of all assets. The Contractor shall reference the technical library for the list of maintenance contracts, equipment and/or systems.

If the vendor maintains their own CMDB, the Contractor shall provide real-time unencumbered access to the CMDB for appropriate personnel as identified by the Government. The Contractor shall provide support to integrate the configuration management system or its database into systems from other services/agencies as needed.

Deliverable: Asset Report – Maintenance and Licensing

6.4.1.2 Support ITA Change Activities

The Contractor shall utilize an ITA standard template for documenting the data centers system change requests in accordance with ITA standards and prepare, submit and track the approval of change requests as required by the configuration and change management processes. The Contractor shall execute and work with the supporting vendor to support data center change management work orders and Moves, Adds, and Changes (MACs).

The Contractor shall follow established ITA standards in preparing and executing a MAC or suggest improvements or changes for approval by the Government. The Contractor shall track MAC requests and make the MAC status accessible by customers to enable them to check on progress.

The scope of MAC requests shall include, but not be limited to, tasks such as:

• Remove/replace server/mainframe components (memory, processor, etc.)

• Modify/update systems software

• Modify/add HBA in a server

• Move HBA from one server to another

• Move/add/Change server blade chassis

• Move/add/Change server blade configuration/components

• Add RAM to a server

• Modify virtual server configuration

• Update/fix microcode in devices (library robotics, server, etc.)

• Install a new/replacement server (standalone or blade)

• Install/upgrade rack-based UPS

The Contractor shall ensure appropriate change control and asset accountability as required. The Contractor shall reference the technical library for workload estimate. The Contractor shall work with the government to assess customer requests that may be beyond the scope of MACs outlined above, which may be treated as new engineering requests.

The Contractor shall prepare a monthly summary of Moves, Adds, and Changes (including Deployments/Decommissioning) performed.

Deliverable: Change Summary Report (Historical note for tracking and future reference: The original deliverable has been combined with deliverables for PWS 6.4.1.3, 6.4.1.4, 6.4.2.2, and 6.4.2.3 into this one deliverable.)

6.4.1.3 Deploy ITA Assets

The Contractor shall develop and perform work orders for the deployment of any data center asset, such as mainframes, servers and server backplanes, etc. The Contractor is responsible for deploying the device(s) and interconnects, as well as supporting any needed configuration tasks for the activation of the device/service.

Deployment tasks include deployment of assets related to change requests in support of ongoing ITA Operations and Maintenance. Deployment tasks will not include deployment efforts that are treated as part of projects.

The Contractor shall develop and follow ITA standard engineering processes for deployment and coordination.

Where a standard deployment process does not exist for a device, the Contractor shall develop and submit a recommended standard to ITA management and ITA Enterprise Engineering for review and approval. The contractor shall maintain a knowledge management library of all data center deployment processes.

The Contractor shall utilize a ticketing system (currently Remedy) to track work orders, and shall update the CMDB, and perform acceptance testing with the Government when a work order is completed.

Deliverable: Change Summary Report (Historical note for tracking and future reference: The original deliverable has been combined with deliverables for PWS 6.4.1.2, 6.4.1.4, 6.4.2.2, and 6.4.2.3 into this one deliverable.)

6.4.1.4 Decommission Data Center Assets

The Contractor shall develop and perform work orders for the decommissioning of data center assets, such as mainframes, servers and server backplanes, tape drives and libraries, etc.

The contractor shall follow existing or propose standard engineering decommissioning policies and processes for all Data Center assets to insure the orderly termination/disposal of the assets. Where an engineering standard does not exist, the Contractor shall submit a recommended standard to ITA Enterprise Engineering for review and approval.

The contractor shall maintain a knowledge management library of all ITA decommissioning processes. The Contractor shall update the status of the equipment in the CMDB and provide decommissioning reports as requested by the Government.

Deliverable: Change Summary Report (Historical note for tracking and future reference: The original deliverable has been combined with deliverables for PWS 6.4.1.2, 6.4.1.3, 6.4.2.2, and 6.4.2.3 into this one deliverable.)

6.4.1.5 Coordinate Change Processes with Engineering and Operations The Contractor shall plan, schedule, and coordinate changes, deployments, and decommissioning activities with ITA management and other ITA service providers (for example, facility and network providers for power, environment, and network connectivity.) These service providers are both internal and external to ITA.

6.4.1.6 Logistics (Shipping/Travel)

The Contractor shall support and manage logistics activities required for ITA deployments and decommissioning activities. Logistics activities can include shipping (when delivering HW/SW/assets outside of the Pentagon), receiving devices or equipment for install, and travel (when deploying devices outside of the Pentagon).

6.4.2 ITA Operations and Maintenance

6.4.2.1 Operate Data Center Systems

The Contractor shall support the operation of the ITA data center systems environment across all required security classifications (including Unclassified, Classified, as well as Top Secret (and TS/SCI). The technical library provides an estimated listing of systems, technologies, and locations to be supported under this contract, and includes both the data center infrastructure, such as servers and server operating systems, as well as enterprise applications and management tools running on the infrastructure. Some activities, such as application package management, require the support of the ITA Customer Care (formally referred to as IMCEN) desktop systems in coordination with the ITA Customer Care (formally referred to as IMCEN) support contract. The contractor shall maintain a daily shift log for all operations and maintenance activities.

6.4.2.1.1 Server and Workstation Application Management

The Contractor shall install, operate, configure, manage, document and maintain the ITA computing platform software. Software includes, but is not limited to, the following areas which have been rearranged in the following order:

1. Computer Operating Systems including, but not limited to:

o Microsoft Windows Server OSs including but not limited to - Win2K3, Win2K8 and Win2012 o IBM Z/OS o IBM Z/VM (including but not limited to SUSE and RedHat for Z/VM) o X86 Linux (including but not limited to SUSE and RedHat) o X86 Solaris o Apple OS

2. Server Virtualization Applications/Systems including, but not limited to:

o VMware to include but not limited to Server components – vCenter Site Recovery Manager, vSphere, vCenter Server Heartbeat and to include VDI supported components – Horizon View, vCenter Operations Manger for View o Microsoft Hyper-V (as part of Windows Server 2008 feature components) o Citrix including but not limited to - XenDesktop, XenApp, Thin Client Embedded OS

3. Server Business, Management, Monitoring and Security Application Software including, but not limited to:

o Microsoft Systems Management Server (SMS) o Microsoft System Center Configuration Manager (SCCM) o Microsoft Systems Center Operations Manager o Microsoft SQL Server o Microsoft SharePoint Server o Microsoft Office Communications Server o IBM Tivoli Monitoring (ITM) Application Suite o Oracle Database Application Suite o Altiris Management Suite o Host Based Security System (HBSS) o Symantec Enterprise Vault o Symantec Veritas Cluster o EMC SRDF, Timefinder o IBM Mainframe System Applications/Utilities including but not limited to:

JES2, DB2, CICS, CA/ACF2, CA/TMS, CA/Audit Communication Server (VTAM, TCPIP, SNA, APPN, TN3270e, EE, Info Print, FTP) Public Key Infrastructure (PKI) services for z/OS Communication Server Security (SSL, TLS, AT-TLS) William Data Systems (Implex, Exigence, FTP Alert) Various mainframe utilities (ie., File-Aid, SyncSort, Omegemon, etc)

This task includes application management for all software products that are Server-specific in nature (i.e. Domain Name Service, Lightweight Directory Access Protocol, Internet Information Services (DNS, LDAP, IIS), Print Server, File Server, VMware). This includes deploying and integrating applications, application testing, administering the applications, providing troubleshooting, corrective, and preventive maintenance support for the applications (including patching). The contractor shall additionally assist in the building, testing, deployment and troubleshooting of system updates and patches to approximately 14,000 workstations. The contractor shall provide a comprehensive training program to the ITA Customer Care (formally referred to as IMCEN) Help Desk staff to aid in first-call resolution of workstation update issues and integrate server management functions included in SCCM/SMS within the ITA-Operations-Datacenter overall monitoring initiative.

The contractor shall support ITA’s Host Based Security System (HBSS) mission across the server and workstation environment on the low and high-side systems. The Contractor shall maintain the current installation, perform all necessary updates and maintenance to the HBSS system, deploy the components of HBSS identified by the Government, as necessary, and develop appropriate documentation for the production of the reports required for HBSS. The following includes tasks related to the support required:

• Install updates to McAfee as released/required

• Maintain McAfee agents per the STIG requirements

• Maintain the Host Intrusion Prevention System (HIPS) to meet current and future standards

• Monitor HBSS for intrusions, failures and other issues as standard maintenance

• Monitor HBSS to ensure that the clients/servers are continuing to report to ePolicy Orchestrator (ePO)

• Monitor HBSS to ensure that HIPS is not blocking legitimate traffic

The Contractor shall insure that the environment is updated according to Army standards and guidelines. The contractor shall follow approved DOD, Security Technical Implementation Guide (STIG) standards and Army Information Assurance Vulnerability Alert (IAVA) requirements. In addition, the contractor shall insure that all systems are operating with valid licenses for all the software installed. The contractor shall be responsible for maintenance and troubleshooting of the management systems.

The Contractor shall reference the technical library for an estimate of Server-specific applications.

Virtual Desktop Infrastructure (VDI):

Joint Staff VDI support:

The Contractor shall provide system administrative functions to the Joint Staff Virtual Desktop Infrastructure (VDI) or Desktop as a Service (DaaS) Solution support to include the hosting environment within a virtual machine (VM) environment using the solution recommended by the ITA Engineering staff that consists of consolidated computer, storage, and server devices over unclassified and classified standalone and approved ITA enterprise networks. The Contractor shall provide planning, analysis, troubleshooting, integration, installation, operations and maintenance, training, and administrative services (which may include documentation and presentations) for Government owned systems and equipment. The HW and SW specifications for the approved production platform have been included in the Technical Library Reference.

At a minimum, in support of Joint Staff VDI, the Contractor shall:

o Provide to the deployed systems, administration services, desktop hosting services, virtual machine services, storage services, directory services, desktop connection services, virtual management services, database services, and a desktop image repository (in coordination with other operational entities).

o Maintain desktop image repository by uploading and deploying up to two DaaS images, one administrative and one standard user image as provided by JS for each network. Quarterly image pool re-composition will be completed within three business days after receipt of image by JS and within one business day for those DISA-mandated emergency updates.

o In accordance with existing ITA OPS service performance levels, provide all necessary network connectivity, Consolidated Server Room (CSR) space, physical and network security services, Domain Naming Services (DNS), and physical/virtual machine management services for the virtual desktop solution.

o Maintain server equipment operation and connectivity, and physical and virtual machine technical support services.

o Perform management and maintenance of VMWare software (vCenter, View, etc).

o Maintain management and maintenance of Nutanix servers or approved hardware cluster and network devices (in conjunction with the networks team).

o Maintain management and maintenance of server and desktop image, to include patching and monitoring.

o Provide assistance to tier 3 support services for virtual desktop solution during 0600-1800 core hours (1 hour response time), with limited support before 0600 and after 1800 hours (2 hour response time).

o Provide domain accounts for all necessary personnel within 72 hours.

o Provide Information Assurance (IA) technical support services and ensure that all system applications contain/remain fully, operationally compliant with approved DOD, Security Technical Implementation Guide (STIG) standards and Army IAVA requirements.

o Notify customer of authorized service interruptions (ASI) activity, as required.

VDI Support:

The Contractor shall provide system administrative functions to the Virtual Desktop Infrastructure (VDI) or Desktop as a Service (DaaS) Solution support to include the hosting environment within a virtual machine (VM) environment using the solution recommended by the ITA Engineering staff that consists of consolidated computer, storage, and server devices over unclassified and classified standalone and approved ITA enterprise networks. The Contractor shall provide planning, analysis, troubleshooting, integration, installation, operations and maintenance, training, and administrative services (which may include documentation and presentations) for Government owned systems and equipment. The HW and SW specifications for the approved production platform have been included in the Technical Library Reference.

The contractor shall tasks shall include:

o Provide, to the deployed systems, administration services, desktop hosting services, virtual machine services, storage services, directory services, desktop connection services, virtual management services, and database services (in coordination with other operational entities).

o Maintain desktop image repository.

o In accordance with existing ITA OPS service performance levels, and in coordination with other

ITA divisions, provide all necessary network connectivity, Consolidated Server Room (CSR) space, physical and network security services, Domain Naming Services (DNS), backup and restoral services, and physical/virtual machine management services for the virtual desktop solution.

o Maintain and manage server equipment operation, ie., deployed Nutanix, or approved hardware, and connectivity, and physical and virtual machine technical support services .

o Perform management and maintenance of VMWare server software, ie., vCenter, View, etc.

o Maintain management and maintenance of servers, ie., Nutanix or approved hardware cluster and network devices (in conjunction with the networks team).

o Maintain management and maintenance of server and desktop image, to include patching and monitoring.

o Provide domain accounts for all necessary personnel within 72 hours.

o Provide Information Assurance (IA) technical support services and ensure that all system applications contain/remain fully, operationally compliant with approved DOD, Security Technical Implementation Guide (STIG) standards and Army IAVA requirements.

o Notify customer of authorized service interruptions (ASI) activity, as required.

AGM support:

The contractor shall support all versions of the Army Gold Master (AGM) security updates and policies to include technology enhancements, upgrades and/or replacements and address security vulnerabilities as prescribed by orders including but not limited to: US Army Cyber Command Executive Orders (EXORD) and US Army Cyber Command/2nd Army (ARCYBER) Operations Orders (OPORD).

The Contractor shall meet the following standards/deliverables:

. Implement and maintain Group Policy Objects to ensure AGM compliance.

. Create, delete, modify Organizational Units, as necessary.

. Ensure preparation of operational systems to support Win7 (ie., file, print, SCCM, HBSS, GPO, etc).

VDI - Plan of Action Milestone (POA&M) (as needed) VDI – DaaS service level performance report (monthly) POA&M’s for relevant EXORD’s (as needed) POA&M’s for relevant OPORD’s (as needed)

6.4.2.1.2 Server Management

The Contractor shall support the operation and maintenance of decentralized information technology (IT) server rooms and a server infrastructure that includes server chassis, stand-alone server rack space, low-end, mid-range, high-end and PC based servers (both blade and rack mounted). Current server rooms include the Pentagon (Wedge 1, Wedge 2, Wedge 4, and Basement Consolidated Server Room (BCSR)) and the Taylor building locations. ITA also has server rooms and infrastructure at our alternate site location in support of COOP requirements. ITA may also assume responsibility for other server rooms located within the NCR. These will be considered within scope and travel expenses will not be reimbursed for these locations.

The Contractor shall formally define a server service model with server classes, and service features, and standard hardware (vendors and models) for each class: The service model shall take into account cost, density, and expansion/scalability.

The Contractor shall follow approved DOD, Security Technical Implementation Guide (STIG) standards and Army IAVA requirements.

6.4.2.1.3 Administration of Classified and Unclassified Systems The Contractor shall administer the unclassified and classified network environments to maintain the environment’s availability (including redundancy and survivability of specified systems) in support of the ITA customers, and the integrity of the information stored within the environment.

These administrative activities include, but are not limited to:

• File and print management/ maintenance

• Support of archiving capability

• Software management (including installing new and upgrading existing software)

• Implementation of new hardware components into the environment

• Management/maintenance of existing hardware (various platforms) and continual optimization of the configuration of the network to improve the HQDA computing infrastructure

The Contractor shall also provide planning, analysis, troubleshooting, integration, installation, operations and maintenance, one-on-one training, and administrative services (to include documentation and presentations) for ITA owned systems and equipment.

The specific network and system administration tasks the Contractor shall perform are as follows:

User account management (for elevated accounts):

• Manage AD security groups

• Unclassified and classified system account creation, modification and deletion

Reset user account passwords (as needed), ensuring accounts are deleted promptly and ensuring appropriate permissions are set on directories

Remote access

• Provide administrative/technical support for all remote capabilities (dial in, Citrix for at-home users, and

VPN for GFE supported equipment).

Print management

• Upon notification of an outage, Contractor will return affected equipment to service within 6 hours while maintaining a 95% success rate for maintaining printers.

• Identify, create, define, configure and manage current network print queues as necessary to include setup and testing, making sure they are Security Technical Implementation Guide (STIG) compliant .

• Ensure servers can handle the work load of the established print queues and scale the current solution as needed to meet customer demands.

Electronic Mail Support:

Since ITA has completed the migration efforts from Exchange 2003 email infrastructure to the DOD Enterprise Email (DEE) on both NIPR and SIPR environments, in coordination with DISA EEM helpdesk*, the contractor is responsible for the following tasks/activities related to DEE:

-Troubleshoot DEE related issues and outages -Manage Non-Person Entity Accounts (NPE) mailboxes secondary to tier 2 helpdesk

- Ensure NPE accounts include distribution lists and organizational mailboxes

* DEE service desk coordinates with an organization's service desk to resolve incidents and problems related to DEE should they arise. DISA integrates organizations into the operational structure and provides 24/7 support through a central service desk - ensuring agencies receive the support and information assurance they need.

6.4.2.1.4 Mainframe Management

z/OS programming support is to be provided to ITA customers by the Contractor working with Government Mainframe staff. The ITA mainframe supports several z/OS and z/Linux applications and systems. The two largest z/OS customer applications are Army Training Requirements and Resources System (ATRRS) and Medical Operational Data System (MODS), each of which support approximately 45,000 users. Another major z/OS application is Information Assurance, which runs DISA scripts to identify, analyze and develop solutions for security risks. In addition, Washington Headquarters Services (WHS) is a tenant on the ITA mainframe for which the ITA Data Center has historically provided Level 3 and 4 programming support and disaster recovery techniques.

The Contractor shall support the existing ITA mainframe environment that currently exists on the unclassified network located in the Pentagon. The Contractor shall perform the following services during primary business hours unless an alternate schedule is authorized:

a. Maintain an ongoing project schedule.

b. Participate in change and configuration management processes and activities and problem resolution processes and activities.

c. Analyze the current hardware and software configuration.

d. Provide system-engineering services to assist with the full range of hardware and software products in the areas of z/OS (or later versions) Architecture and Operating Systems (to include z/OS, z/VM, z/Linux). Additionally, ITA supports Security, Communications (z/OS Communications Server), Storage Management, Data Management (DB2, DB2 Connect, CICS), and Computer Performance. For example, the contractor provides support in Private Key Infrastructure certification, Secure Socket

Layer (SSL) encryption and key processing, a variety of server customizations, installing, monitoring, and trouble-shooting of operating systems, and communications server activities.

e. Analyze and resolve systems integration problems involving several operating systems (z/OS, z/VM, z/Linux) and a variety of hardware simultaneously.

f. Execute ongoing procedure to identify and correct security issues as define by the Security Technical Implementation Guides (STIG).

g. Plan, design and configure hardware and associated I/O Host Controller Device (HCD) for customers.

h. Maintain user exits, assembler source code and Restructured Extended Executor Language (REXX) source.

i. At the users request, install and customize vendor products using SMP/ECA/BMC/COMPUWARE /PKWARE/TPX-Session Manager.

j. Provide language environment support for PL1/Cobol/Fortran/SAS/C.

k. Provide integration of WHS mainframe with DC I/O and DR architecture.

l. Provide Level 3 and 4 programming support for WHS.

m. Install, configure and maintain software for hardware components, to include, but not limited to, EMC

DASD, VSM tape, etc.

n. Provide 24x7 support for issues/problems that may arise outside normal working hours.

o. Collect, display and submit monthly performance reports provided by the performance team which depict CPU utilization for all LPARS, WLM workload and transaction counts by workload (CICS, DB2).

p. Perform periodic system review to ensure security compliance with applicable government regulations, as required. This includes following appropriate guidelines, correcting flaws, reporting findings, and other security tasks as required.

System Availability Reports (Monthly) Scheduled System Review (security/audits)

6.4.2.2 Corrective and Preventive Maintenance

The Contractor shall perform both corrective and preventative maintenance activities for the ITA systems environment.

The Contractor shall insure that in the event of an outage; the outage is detected, documented as an unauthorized outage, and corrected as quickly as possible within a maximum six hour timeframe in order to insure that service disruption is minimized.

The Contractor shall perform all necessary…