Attachment 0001 AESMP IDIQ SOO 19 APR 21.pdf

STATEMENT OF OBJECTIVES (SOO)

FOR THE

ARMY ENTERPRISE SERVICE MANAGEMENT PLATFORM (AESMP)

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ACQUISITION SENSITIVE/FOR OFFICIAL USE ONLY

DEPARTMENT OF THE ARMY

Army Cyber Command (ARCYBER)

Statement of Objectives for the

Army Enterprise Service Management Platform (AESMP)

April 26, 2021

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Contents I. Purpose:

II. Background:

III. PLACE OF PERFORMANCE:

IV. CONSTRAINTS:

V. Clarifying definition:

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

I. Purpose:

The AESMP program will encompass an Army-wide global Enterprise Service Management system that will allow multiple Army Agencies to utilize the system awarded in accordance with the Army Enterprise Service Management Framework (AESMF), based upon the Department of Defense Enterprise Service Management Framework (DESMF). The current versions of DESMF and AESMF, with minor exceptions, are structured along ITIL v3 service lifecycle stages and processes.

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 Software as an AESMP Information Technology Service Management (ITSM) Software as a Service (SaaS) task order and the AESD Managed Service Provider (MSP) task order.

The Government intends to award an IDIQ contract with 10 ordering periods that will support multiple task orders. AESMP will provide service desk and ITSM capabilities while also providing the base platform that will be used to provide delivery of other AESMF-based processes such as IT operations management processes or IT business management processes. ARCYBER will maximize the use of AESMP to support enterprise management processes and workflows.

In ongoing operations, ARCYBER’s priorities are:

Reliable service support meeting or exceeding agreed-to service levels with the capture and visibility of detailed activity information that accomplishes sensor functions and supports ARCYBER analysis.

Increased efficiency and improved effectiveness through reduction in mean time to restore, standardization, technology insertion/automation, process optimization, and strategies to move IT support resolution knowledge closer to users/less technical agents.

Minimal impact on ongoing service support operations due to contract transition.

II. Background:

Over time, ARCYBER has been and is consolidating, modernizing, and transforming Army networks into dedicated and highly defendable war fighting platforms aligned under ARCYBER DODIN OPS Command and Control (C2) and its single consolidated & standardized Army enterprise network architecture.

ARCYBER has established AESMP as the foundation for future AESMF-based service delivery and has chosen to initially support the AESD MSP and ITSM SAAS capabilities using AESMP and plans to deliver additional AESMP-based capabilities in the future.

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ARCYBER has been and is seeking to expand utilization of AESD, deploy common ITSM capabilities, and gain efficiencies through adoption of an Army Enterprise Service Management Platform (AESMP) and the Army Enterprise Service Management Framework (AESMF), improving IT service delivery across the Army.

The Government will replace legacy ITSM services with the ITSM subscription service provided by the Offeror.

The Army owns, manages, and operates the unclassified and classified Information Technology Service Management (ITSM) solutions that are under the direct control of ARCYBER and NETCOM. The system provides support for Command, Control, Communications, Computers, and Information Management (C4IM) services list, services listed in the Army Information Technology Service Catalog (AITSC), and includes various above baseline, program-managed, training, and mission support services and systems in support of the Army and its customers.

Current services provided a range of service providers and delivery models. Customers span geographical areas, national and continental borders, and are at times mobile. Many organizations may have consumed services at same or similar sites or in similar organizational and support models but services delivered may have been provided at varying levels and by competing providers.

The service delivery and support models are considered to have many-to-many relationships with complex dependencies. Support and delivery of services by a dynamic mix of service providers is managed by a matrices of Civilian, Military, Local National, and Contract personnel and differs service-to-service, organization-to-organization, site-to-site, and country-to-country.

Funding for services is as dynamic as the support models which are often seen where organizations consume baseline and above-baseline services with the latter often mission funded. Work for all services regardless of funding sources is managed in the solution due to the inherent relationships.

National laws in some countries prohibit the export of data containing their citizen’s information and must not cross borders, Italy is one such example.

The Army historically established user support for IT-based services using many different approaches within the Army’s Operating and Generating Forces at the Enterprise, Theater, Functional, and Installation levels. This strategy resulted in a hybrid support environment where a user may contact different organizations for IT and application support based on where the user is located, what Command the user is part of, and the provider of the service or application. At the local level, embedded Information Management Officers (IMOs) and individual support organizations may have their own process, systems, and data to support their users.

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AESMP ITSM SAAS Objectives:

a. The Army will require the vendor to provide and operate the unclassified and classified globally-accessible SaaS Cloud Service Offering supporting the Army Enterprise Service Management Framework (AESMF).

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

c. The 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 system called AESD Customer Relationship Manager, the SIPR enterprise services support from an Army-operated ITSM system called the Single Interface to the Field (SIF), and migrate the Command, Control, Communication, Computers and Information Management (C4IM) services support from the Network Enterprise Technology Command (NETCOM) operated NIPR and SIPR Enterprise Service Management Systems.

Army Enterprise Service Desk (AESD) Managed Services Provider (MSP) Objectives:

AESD acts as cyber elements or real time sensors providing situation awareness for Operational Command and Control (C2) and operates 24x7x365 from a primary location and has a secondary Continuity of Operations (COOP) location. User support for incident handling is characterized in the AESMF. See attachment 0030 System Technical Data and Usage Profile.

AESD has the following general attributes:

Global contact, incident, problem handling, and service request capability for multiple user communities

Supported by live agents, knowledge bases, and other service desk tools

Provides Tier 0 user self-service website and a consolidated view of multiple user touch points (i.e., call, web, mobile/text, and others)

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Provides for skills-based routing through an Automatic Call Distributer (ACD) configuration

Executes call management to ensure the call load is balanced

Provides flexible pre-call, in-call, and post-call scripting

Provides real time call transfer, monitoring, and escalation

Provides configurable, AESMF-compliant workflows with liaison to multiple Tier 2 support organizations and interoperability to existing Government workflow systems

Provides troubleshooting for remote user desktop computers

Has automatically generated metrics for call/ticket handling/resolutions by type

Has embedded capabilities for analysis, quality assurance, and process improvements

Uses structured processes for introducing new types of calls or workflows for services concurrent with ongoing AESD activities

Uses structured processes for reviewing metrics/actual call content to make changes to ACD (e.g., Interactive Voice Response (IVR)) configuration, scripts, and agent training

Has structured training and cross training to place agents in seats

Has a knowledge base to support agents, self-service, and operations analysis.

The process of moving Tier 0 and Tier 1 support for a user community to AESD is known as onboarding. In the execution of the onboarding process, specific support elements such as self-service materials, business processes, agent training, service levels, and escalation liaison are identified in order to tailor AESD activities to the user community and service owner support needs.

Tier 0 and 1 User support for incident handling may be characterized as follows:

Tier 0 Self Service – Tier 0 is defined as self-help, requiring no direct contact between an End User and a Customer Service Agent. The user is able to access a web-based portal to consult frequently asked questions, reference material, knowledge bases, or other information to resolve an incident. If the user is not able to resolve their issue through use of the various knowledge tools, the user is able to initiate a ticket, which describes the incident, problem, or service request, before sending it to a support organization to triage the incident for resolution activities.

Tier 1 – The support organization that has the initial contact with the user and initiates tickets, as required, for issues. Tier 1 Customer Service Agents are subdivided into 1-1, 1-2, and Entitlement Manager groups, as follows:

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o Tier 1-1 Agents are call center-based and provide non-dispatched basic problem assistance for issue resolution delivered via telephone, email, web form, or other online communication channel. Agents in this group usually do not have elevated privileges; however, they may have basic skill sets to assist users in resolving issues, which could have otherwise been resolved by the user. This resolution may be accomplished using basic scripts describing the steps to resolve the basic issue. These agents are usually designated as General Users in the systems.

o Tier 1-2 Agents are call center-based and provide non-dispatched advanced problem assistance for issue resolution for issues that cannot be resolved quickly (within 15 – 30 minutes) and efficiently by Tier 1-1 agents delivered via telephone, email, web form, or other online communication channels. These agents make the computing environment less vulnerable by correcting flaws and implementing controls in the hardware or software installed within their operational systems. These agents generally are required to have limited elevated privileges on local workstations to accomplish their tasks. These agents will be designated as Technical I (Tech I) users after completing required training above the General User level.

o Tier 1 Entitlement Managers (EM) are the primary personnel who implement provisioning and change requests. EMs are responsible for managing the usage of Defense Enterprise Email (DEE) within their area of responsibility (AOR), and their specific privileges are determined and assigned by their corresponding Group Manager (GM). EM responsibilities can include managing DEE user and Non Persona Entity (NPE) mailboxes, granting and managing user entitlements, and managing distribution lists.

III. PLACE OF PERFORMANCE:

The Place of Performance shall be established by task order at Government provided NIPR/SIPR sites worldwide and at Contractor facilities as approved by the Government.

GOALS, PERFORMANCE OBJECTIVES, OUTCOMES:

The Army has the following goals:

1. Immediately establish the Army’s on-demand enterprise capability for implementing and sustaining the Army Enterprise Service Management Framework (AESMF) and its processes.

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2. Enable Army-wide AESMF adoption by providing standardized configurations and flexible capacity to accommodate Army organizations onboarding to the platform.

3. Reliable service support meeting or exceeding agreed-to service levels and capture of detailed activity information as a sensor that supports ARCYBER analysis.

4. Increase efficiency and improve effectiveness through reduction in mean time to restore, standardization, technology insertion, process optimization, and strategies to move IT support resolution knowledge closer to users/less technical agents.

5. Minimal impact on ongoing service support operations due to contract transition from the incumbent to any future service providers.

Performance Objectives – The Army has the following performance objectives for the AESMP contractor:

1. Establish a standardized platform configuration with guided onboarding that supports business rules defined by operational needs and remains compliant with cybersecurity requirements.

2. Maximize the use of automation, native data analytics, and native Artificial Intelligence (AI) capability.

3. Perform Tier 0 and Tier 1 service support.

4. Provide NIPR/SIPR service support 24x7x365 using the Government provided service desk sites identified above and any proposed contractor-owned service desk sites at the defined service levels for all identified services as described in Attachment 0002 SaaS PWS and Attachment 0003 MSP PWS.

5. Forecast overall AESMP service support demand, load balance the response to that service support demand, and handle surges in demand without negatively affecting the defined service levels for task orders.

6. Measure and report performance against task order defined service levels.

7. Provide government access to performance and event data for analysis as a sensor.

8. Plan for and exercise disaster recovery, continuity of operations (COOP), and establish redundancy in order to continue operations with minimal impact on the defined service levels due to loss of one or more service desk sites, network connectivity, tool suite access, or other dependency identified by the AESMP contractor.

9. Perform service support in accordance with the AESMF in support of service management evolution and network modernization.

Outcomes – The contractor’s successful support provided to the Army under AESMP will deliver:

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1. Reliable service support meeting or exceeding agreed-to service levels and capture of detailed activity information as a sensor that supports ARCYBER analysis.

2. Reduced overall ticket volumes through improvements in efficiency and effectiveness, process optimization, and technology insertion.

3. High level and detailed data analysis to the Army using AESMP metrics and dashboards.

4. Minimal impact on ongoing service support operations due to contract transition from the incumbent to any future service providers.

IV. CONSTRAINTS:

1. The Contractor shall comply with the Army Enterprise Service Management Framework (AESMF) as described in the DoD Enterprise Service Management Framework (DESMF). See attachments 0021 AESMF and 0025 DESMF.

2. The Contractor shall obtain and maintain Authorization to Operate through Risk Management Framework (RMF) Assessment and Authorization (A&A) of all services supporting AESMP.

3. The Contractor shall ensure that all task order defined qualifications, training, and certification requirements of its employees are met.

4. The Contractor and its subcontractors shall be responsible for performing in accordance with DoD and Army local Installation requirements for all task orders.

V. Clarifying definition:

In order to have a common understanding of the AESMP requirements, a licensed User is a user provisioned for Software Access for the ITSM Suite of required features. This access would allow the user to perform different roles such as resolver, fulfiller, manager, and technician in accordance with the Army Enterprise Service Desk (It is assumed that end users would have a base set of defined access to review knowledge articles and create their own tickets and are not considered a licensed user