avs sevice desk and desk side support soo

7/30/2019 AVS Sevice Desk and Desk Side Support SOO

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FEDERAL

AVIATION

ADMINISTRATION

- AVIATION

SAFETY(AVS)

NATIONAL SERVICE DESKAND DESK-SIDE SUPPORTSERVICES STATEMENTOF OBJECTIVES

DRAFT 07 February 2008


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FEDERAL AVIATION ADMINISTRATION - AVIATION SAFETY (AVS)

NATIONAL SERVICE DESKAND DESK-SIDE SUPPORT SERVICES STATEMENTOF OBJECTIVES

DRAFT 07 FEBRUARY 2008

Table of Contents

List of Tables................................................................................................ii

Introduction.........................................................................................................................1

1.0 Background.................................................................................................................... 11.1 AVS Mission and Objectives..............................................................................1

1.2 AVS Offices and Services..................................................................................2

2.0 Scope of Infrastructure to Be Supported.....................................................................3

2.1 AVS Current Environment..................................................................................3

2.1.1 AVS Client Device Overview................................................................4

2.1.2 Call Volumes and Types......................................................................6

2.2 Hardware and Software ....................................................................................7

2.3 Policies, Procedures and Standards..................................................................7

3.0 Service Desk and Desk-side Support Services Overview and Objectives................8

3.1 Services Overview.............................................................................................8

3.2 Service Objectives............................................................................................. 9

4.0 Service Desk and Desk-side Support Services Requirements.................................10

4.1 Service Desk Service Requirements Overview................................................10

4.1.1 Single Point of Contact (SPOC).........................................................10

4.1.2 Service Management Tool ................................................................11

4.1.3 Service Desk Operations and Administration.....................................12

4.1.4 Service Request and Incident Management.......................................12

4.1.5 Self-Help Services..........................................................................14

4.1.6 Remote Device and Software Management.......................................15

4.1.7 Remote Software Deployment and Distribution Services...................15

4.1.8 End-user Administration.....................................................................16

4.1.9 Planning and Analysis........................................................................16

4.1.10 Exchange and Depot Maintenance Services....................................17

4.1.11 Service Desk Reporting................................................................... 18

4.1.12 Documentation.................................................................................18

4.2 Local Office Support.........................................................................................18

Installs, moves, adds, changes (IMAC)......................................................19

Operational monitoring...............................................................................19

Problem determination and resolution.......................................................19

Tier 2 Technical support ........................................................................... 19

Break/fix Services .....................................................................................19

System and office productivity software deployment and management... ..19

Remote access service support.................................................................19

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Installs, moves, adds, changes (IMAC)......................................................19

Operational monitoring and administration.................................................19

Problem determination and resolution.......................................................19

Tier 2 Technical support ........................................................................... 19

Server Operations and administration........................................................19

Backup and restore....................................................................................19

4.2.1 Local Office Support Requirements...................................................20

5.0 Special Project Requirements.....................................................................................21

6.0 Exceptions / Out of Scope .......................................................................................... 22

7.0 Transition Planning......................................................................................................23

8.0 Service Management...................................................................................................24

8.1 Service Level Requirements (SLRs)................................................................24

8.2 Standard Management Reports......................................................................24

9.0 Attachment List and Descriptions..............................................................................25

List of Tables

AVS End-user Computing Device Refreshment / Replenishment Requirement.............4

History of Major Purchases.................................................................................................5

Projected Device Quantities Through FY11.......................................................................5

Annual Call Volumes (2007)................................................................................................6

AVS Support Central Call Volume Metrics.........................................................................6

SPOC Roles and Responsibilities.....................................................................................10

Service Management Tool Roles and Responsibilities...................................................11Service Desk Operations and Administration Roles and Responsibilities................ ...12

Service Request and Incident Management Roles and Responsibilities......................13

Self-Help Support Roles and Responsibilities.................................................................14

Remote Device and Software Management Roles and Responsibilities.......................15

Remote Software Deployment and Distribution Services Roles and Responsibilities.16

End-User Administration Services Roles and Responsibilities.....................................16

Planning and Analysis Roles and Responsibilities.........................................................17

Exchange and Depot Maintenance Roles and Responsibilities.....................................17

Service Desk Reporting Services Roles and Responsibilities.......................................18Local Office Support Roles and Responsibilities............................................................20

Attachment List and Descriptions....................................................................................25

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Introduction

The Federal Aviation Administration (FAA), Aviation Safety (AVS) line of business isundertaking an initiative to implement an enterprise-wide centralized Information Technology(IT) service desk capable of handling and managing all end-user requests with their IT

computing needs. AVS is requesting competitive bids from vendors to establish a performancebased contract with a select Service Provider capable of fulfilling the service deliveryrequirements of this initiative. The Information Technology Division lead by the CIO (AQS-200)within the Office of Quality, Integration, and Executive Services (AQS) will be responsible for allcentral IT services within AVS and will be managing this contract upon award.

This document contains the Statement of Objectives (SOO) that describe the existing servicedelivery environment and the future state Service Desk and Desk-side support services that

AVS is seeking through this contract.

1.0 Background

1.1 AVS Mission and ObjectivesAVSs business is safety. To achieve the mission of providing the safest, most efficientaerospace system in the world, all the divisions and offices within FAA must utilize theirexperienced staff in the most effective manner while getting the most value from every dollarspent. This has led the AVS line of business to improve operational performance, consolidateexisting services, and provide better service through more-sophisticated capabilities.

In support of these initiatives, the IT Division within the Quality, Integration, and ExecutiveServices office of AVS (AQS-200) is being asked to provide greater support to AVS. AQS-200 isresponding to these changes and improvement opportunities by moving toward more-efficientservices, focusing on mission-critical functions, consolidating existing systems, and deployingmore-advanced technologies to support improved data-driven decision making.

The following are AQSs key objectives associated with this transition to an improved futurestate:

Align the evolving IT workforce with prioritized mission critical functions andincrementally outsource IT services that can be effectively delivered by external ServiceProviders.

Group and manage the IT workforce as a central AVS resource that can promote theefficient use of technology in support of the AVS safety mission. Many current servicesare fragmented within business units and delivered inconsistently on an office by officebasis. The central IT organization recently gained oversight over these functions andassociated resources and is looking to standardize and centralize in order to gainefficiencies and consistent services.

Provide consistent, 24x7x365 service desk support to AVS employees, on-sitecontractors and external users of AVS systems worldwide. Ensure a high degree ofservice, satisfaction, and consistency for all AVS users, regardless of location.

AVS and its IT organization, AQS-200, have identified the following three initiatives to meet theabove objectives:

Implement a New Organizational Model: The IT Division within AVS (AQS-200) isimplementing a new functionally based organizational model that will enable it to

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become more customer-focused and better able to deliver IT services and solutionsefficiently and effectively. This transition to the target state and subsequent optimizationwill begin in 2008.

Establish a National Service Desk:AQS-200 will deploy a centralized National ServiceDesk to act as the single point of contact to support requests from end-users, as well as

promote consistent Desk-side support services across AVS. This National Service Deskwill be outsourced in order to better utilize AVS IT staff (termed by AVS as ComputerSpecialists) for higher-value, inherently governmental IT functions, and to createopportunities to transition positions to the business for mission-critical businessfunctions. This Service Desk initiative is the focus of this solicitation.

Realign IT Staff: Until recently, Computer Specialists reported to field businessmanagers and were not well-integrated with the centralized IT services. These fieldComputer Specialists were recently (October 2007) realigned to the AQS-200organization, and assigned to an AQS-200 supervisor, to provide greater careerdevelopment opportunities and to allow for a more consistent and comprehensivedelivery of IT services. This staff will further integrate into the new organizational modelas it is fully deployed in 2008 and as the National Service Desk, with its support

contractor, is deployed.

AVS is working to ensure that these initiatives are tightly coupled and sequenced to minimizerisks, reduce the impact on IT staff, and maintain support for end-users. Although the focus ofthis solicitation is the establishment of the National Service Desk, this Service Provider will beexpected to support the tight coordination with the other initiatives to ensure that resources arealigned effectively and services continue to be delivered while the organization moves towardsits desired target state.

1.2 AVS Offices and Services

AVS is responsible for the certification, production approval, and continued airworthiness ofaircraft; and certification of pilots, mechanics, and others in safety related positions. This

includes:

Certification of all operational and maintenance enterprises in domestic civil aviation.

Certification and safety oversight of approximately 7,300 U.S. commercial airlines andair operators;

Civil flight operations; and

Developing regulations.

AVS has approximately 7,000 end-users in 151 offices in locations throughout North America,including Alaska, and several international sites (Beijing, Brussels, Frankfurt, London, Shanghaiand Singapore). These users work within one of the eight services/offices (S/O) and use thestandard AVS client configuration:

Accident Investigation (AAI)

Aerospace Medicine (AAM)

Air Traffic Safety Oversight Service (AOV)

Aircraft Certification Service (AIR)

Flight Standards Service (AFS)

Quality, Integration & Executive Services (AQS)

Rulemaking (ARM)



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Aviation Safety Analytical Service (ASA)More details about the specific functions performed by each line of business are available onthe FAA website (www.faa.gov).

2.0 Scope of Infrastructure to Be Supported

The following subsections describe the Service Desk and Desk-side Support servicesenvironment and service delivery requirements, which AVS requires be supported by theService Provider. This includes assets, facilities and locations, personnel, policies andprocedures, licenses and agreements, and works in progress. The Service Provider shalladdress in its proposal how it will meet these support requirements.

2.1 AVS Current Environment

IT services are provided to approximately 7,000 employees in 151 offices in locationsthroughout North America, including Alaska, and several international sites (Beijing, Brussels,Frankfurt, London, Shanghai, and Singapore). A description and location of AVS facilities andoffice locations requiring Service Desk and Desk-side Support services is provided in

Attachment [1]AVS Locations. It should also be noted that these locations can change duringthe life of the contract.

AVS has one help desk operation that supports approximately 700 staff ONLY in the greaterWashington, D.C. metropolitan area (6 offices in DC, MD, and VA including headquarters). Thishelp desk provides remote, desk side and local infrastructure support functions. See Attachment[2] - AVS HQ Help Desk Brochure for more information.

In addition, AVS has a Tier 2 support desk at FAAs Oklahoma City, OK location that providestechnical support for numerous applications used by both internal and external customersknown as AVS Support Central (ASC). Table 5 in section 3.1.2.1 provides call volume metricdata and the number and percentage of external customer base from FY05 through FY07. ASCprovides support for standard COTS applications, FAA/DOT Applications, as well as the over 75

custom applications deployed by AVS (See Attachment [3] AVS Support Central Applications).In addition, AVS users are supported by a few Tier 2-3 custom application and infrastructure(network, telecom, etc.) help desks managed by offices within AVS, FAA, and DOT. Althoughthese are out of scope for this contract, the Service Provider shall be required to coordinate withthese in the resolution of a customer request (e.g. receiving and forwarding calls, generatingand closing incident tickets, etc.).

AVS does not currently have an enterprise-wide integrated service desk and desk-side supportdiscipline. Each of the other regional and remote offices is supported directly by personnellocated onsite within the various offices. Some of these activities are coordinated through aregional office and others are performed directly at the local level with limited regional or centralcoordination and management. AVS AQS has just recently centralized management of theseregional/remote IT support personnel under the AQS operations located at its HQ office.

Desk side services are currently supported by locally-based onsite AVS service technicianpersonnel. These personnel provide the break/fix, asset inventory, spares/parts managementdesktop administration, remote access, software distribution, image management, securityservices for end-user devices. Devices include desktops, laptops, and tablet PCs and network-attached and direct-attached peripherals (i.e., printers, scanners, etc.). These personnel alsoprovide office support for other locally installed IT computing devices such as locally-installedfile/print servers, line-of-business application servers, and local area network (LAN) devices.While AVS does have enterprise standards for desktop/laptop hardware and software platforms,



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file/print server builds, and basic image management tools (e.g., SMS), many current localoperations use limited centralized or integrated toolsets or processes.

However, AVS is redefining its approach to service desk and desk-side support services andthrough this contract AVS seeks to implement an enterprise-wide centralized service deskcapable of supporting all end-users as well as acting as the dispatch point for end-user desk-

side support. The centralized service desk would be supported by a single service provider andthe local desk-side support services would be provided by a combination of the service providerand existing AVS staff, depending on location. However, as part of its future-state strategicvision, AVS wishes to combine both the service desk and desk-side support functionality undera single service discipline that supports full lifecycle management of end-user devices. As such,the goal is to efficiently transition the desk-side support services to the service provider to allow

AVS staff to focus on inherently governmental functions of the AVS IT and business operations.The service provider will be managed through this performance based contract and the servicelevel objectives agreed as part of the contract.

2.1.1 AVS Client Device Overview

As mentioned above, AVS has approximately 7,000 employees with each employee currently

assigned either a laptop or desktop. Additionally, there are about 2,300 other desktops andlaptops that are used within the enterprise that are not directly assigned to an employee. Thesedevices are used as second machines, laptop pools, testing, training, shared/public use,scanner support/operation, or are machines assigned to contractors.

Since 2003, AVS has been replacing approximately 1/4 of its client computers per year. SeeTable 1. for the current refreshment cycle schedule. It should be understood that refresh cyclescan change and some are currently being reviewed:

Table 1. AVS End-user Computing Device Refreshment / Replenishment Requirement

Type Refresh Cycle

Desktops4-year rolling refresh with greater than 4 years old devices replacedeach year

Laptops / Tablet4-year rolling refresh with greater than 4 years old devices replacedeach year

Network-Attached Printers6-year rolling refresh with greater than 6 years old devices replacedeach year

Network-Attached Scanners4-year rolling refresh with greater than 4 years old devices replacedeach year

Network-Attached Fax Devices4-year rolling refresh with greater than 4 years old devices replacedeach year

Over the past four years major purchases have included many desktop and laptop machines.See Table 2 for more information collected on these quantities and reference to asset detailsincluding type and model information.



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Table 2. History of Major Purchases

Year Purchased Type Model Qty Total

August 2002 February 2003 laptop Fujitsu 672

April 2004 desktop Dell GX270 800

June 2004 laptop IBM T41 998 2470

December 2004 desktop Dell GX280 1128

December 2004 laptop Dell D600 896 2024

September 2005 desktop Dell GX280SFF 643

April August2005 laptop Dell D610 909 1552

July 2006 desktop Dell GX620 652

July December2006 laptop Dell D620 1881 2533

2004 - 2006 8579

* In FY2007, there were no lifecycle refreshes for Client Devices.

Starting in 2008, AVS is planning the following initiatives within the area of life cycle refresh.

1) Migrate all safety workforce personnel (approximately 5600) to a mobile toolkit.

This mobile toolkit currently consists of a tablet computer, an air-card and a USBthumb drive. Additionally there will be pooled resources for cameras and portablescanners.

2) Desktops will be phased out wherever possible and either replaced with anotebook or tablet to allow mobility, telecommuting and a contingency planningfor a Pandemic situation.

3) Reduction of other computers that are not directly assigned to employees.

Projected quantities through FY11 are depicted in Table 3. The quantities listed in Table 3 arepurely for planning purposes and may change based on the AVS priorities and other externalinfluences.

Table 3. Projected Device Quantities Through FY11

Desktops Laptops Tablets Other Total

FY07 3223 5356 0 1000 9579

FY08 2823 4286 1600 800 9509

FY09 1895 3790 3000 600 9285

FY10 1352 3081 4400 400 9233

FY11 800 1600 5800 200 8400

Additionally, the AVS Enterprise has a standardized client baseline image that is the coreconfiguration for all AVS client computers. Details can be found in Attachment [4]AVS



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Standard Client Baseline. In many cases, applications are added to this image to support localrequirements.

Remote access computing is supplied mainly thorough virtual private network (VPN) and Citrixterminal servers running on a Microsoft Windows 2003 Server. AVS client environment usesLotus Notes 6.5.1. (This is an FAA standard and FAA expects to move to Lotus Notes version 8

in late 2008. AVS must comply with the FAA email standard.)

2.1.2 Call Volumes and Types

Because AVS does not currently have a single service desk where all service calls arecentralized, AVS cannot provide actual enterprise-wide service desk call volumes. Table 4.provides the call volume for the Headquarters help desk and the Tier 2 Application supportgroup in Oklahoma City known as AVS Support Central (ASC). Please see Attachment [5] -

AVS HQ Help Desk Work orders FY07 for information on type and category of work ordersreceived by the AVS Headquarters Help Desk. This distribution is expected to be similar for thecalls currently received in the field.

Attachment 14 and 15 show the relative priority (high-level SLA) for the types of calls receivedby AVS HQ helpdesk.

Table 4. Annual Call Volumes (2007)

Annual Call Volume

Headquarters Help Desk 16,725

Tier 2 Application Support (Support Central) 45,125

AVS estimates that the call volume to the centralized service desk for Year One of this contractwill be close to 111,000 calls. The estimate is based on industry average calls made per user

per year. The Service Provider should use the above number as a broad estimate and areencouraged to use their experience to come up with AVS projected call volume and call typesbased on the AVS environment described in Section 3.1. The Service Provider is expected touse above call volume estimates in its costs estimates and propose how changes in call volumecan be addressed while promoting predictability in costs for the government.

The Tier-2 application support group in Oklahoma City known as AVS Support Central (ASC)supports both government and non-government application customers. The applicationscovered include COTS such as the Microsoft Office Suite and over 75 custom built applications.External trouble tickets are those generated by non-government application customers. Callvolume metric data and the number and percentage of external customer base from FY05through FY07 is depicted in Table 5 below.

Table 5. AVS Support Central Call Volume Metrics

Number of Ticket Percent Increase Number External Percent External

FY 05 28018

FY 06 37180 32.7% 13817 37.2%

FY 07 45125 21.4% 22657 50.2%



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5-10% of all trouble tickets are escalated to Tier 3 for resolution. A small percentage of Tier 3tickets may result in a request for change (RFC) and may take several months to resolve. Theprimary support requirement for an external user (non-AVS user accessing AVS webapplication) is to ensure they can access and use the system at all times. Most of the externalcalls identified above in Table 5 are access related calls.

For an overview of the AVS Escalation process See Attachment [6] ASC Escalation ProcessOverview.

2.2 Hardware and Software

A listing of all supported client desktop hardware and software to be supported by the serviceprovider is provided in Attachment [7] - AVS-ALL-SYSTEMS-10-30-07 Information.

Examples of collected asset data associated with the current inventory, to be managed by theService Provider, are provided in the following attachments:

Attachment [5] AVS Standard Client Baseline.

Attachment [8] FAA-AVS end-User Software Image - HQ

Attachment [9] FAA-AVS end User Software Image - ATPCO

It should be noted that the data provided is accurate as of the date mentioned in theattachments and it may have undergone regular changes during the past few months. AVS is inthe process of deploying new and additional technologies so the Service Provider should beaware that the environment is changing and the Service Provider will be required to provideeffective support through the changes in the AVS IT environment.

AVS intends to own all components of the desktop and laptop computing equipment and assetsunless otherwise noted in the SOO. AVS will own the maintenance contracts for all equipment;newly acquired desktop and laptop devices are currently being purchased with four (4)-yearwarranties for all equipment. AVS is also increasingly deploying mobile computing devices suchas laptop computers, and tablet PCs to support its end users.

2.3 Policies, Procedures and Standards

AVS policies are consistent with those of other Federal Government organizations and will notmaterially affect the bid. Certain policy documents can be provided during negotiations ifrequested. The Service Provider shall be responsible for adherence to revised policies as wellas future policies that may apply to service desk and desk-side services. See Attachment [11]

AVS SMS 2003 Standard Operating Procedures.

Technical standards that the Service Provider will be expected to comply with can be found inAttachment [12] AVS Enterprise Network and Architecture Standards.

AVS is expecting the Service Provider to provide Standard Operating Procedures (SOP) based

on best practices for the standard Service Desk and Desk-side Support services described inthis SOO (e.g. ITIL). When appropriate, AVS will work to integrate IT functions with these SOPsto maximize the maturity and effectiveness of the end-to-end service.



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3.0 Service Desk and Desk-side Support Services Overviewand Objectives

3.1 Services Overview

This service desk and desk-side support services SOO sets forth the parameters for theservices that AVS desires to acquire from a well qualified Service Provider capable of serving allAVS US and international locations. The understanding is that AVS requires the centralizedService Desk services to be implemented and become fully operational during the transitionperiod. During the base year of the contract, the contractor is expected to be fully operationaland meeting the SLAs. This would include Tier 0 and Tier 1 services followed by remote Tier 2services such as the remote application support currently provided by AVS Support Centralhelp desk.

The Service Provider is expected to assume the currently contracted desk-side support duties attwo of AVSs largest locations- Washington, DC metropolitan area and the Mike Monroney

Aeronautical Center in Oklahoma City, OK. The Service Provider is also expected to have thecapability to provide desk-side support to all field offices and overseas locations. In some cases

this will be temporary desk-side support provided on an as needed basis to temporarily back-fillabsent local AVS support staff. In other cases, the Service Provider will assume full-time desk-side support responsibilities at a location where there is no longer local IT support staff. Timingand number of field office transitions will depend on the need of AVS for local support duties.Other activities such as special projects and ongoing continuous improvement will also follow assoon as appropriate.

Figure 1 provides a notional transition timeline that indicates relative priority of the varioussupport areas. The bidders are required to provide a transition plan that defines exactly how andwhen they plan to assume these responsibilities. The completeness and efficiency of thistransition plan will be an important input in the evaluation process. AVS is also expecting atransition plan that offers flexibility in the timing of these transitions.



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Figure 1. Notional Transition Timeline

4 Continuous Improvement /Process Maturity

2 Desk Side Support at HQ

and OKC

5 Special Projects

3 Desk Side Support at

select field locations

1 National Service Desk forall locations

ExtendM 36M 30M24M 18M12M 6M 4M 3M 2M 1Months

Phases

4 Continuous Improvement /Process Maturity

2 Desk Side Support at HQ

and OKC

5 Special Projects

3 Desk Side Support at

select field locations

1 National Service Desk forall locations

ExtendM 36M 30M24M 18M12M 6M 4M 3M 2M 1Months

Phases

Implement

Processes

Implement

Processes

Begin Service

Desk

Transition

Begin Service

Desk

Transition

Rollout

Services

Rollout

ServicesOperational

Maturity

Operational

MaturityContinuous

Improvement

Continuous

Improvement

Key: Ramp-up

Implement

Key: Ramp-up

Implement

The Service Provider is expected to provide the full provisioning, engineering, operations, andadministration of enterprise-wide service desk services and the respective hardware andsoftware necessary to support and maintain the Service Desk environment. The ServiceProvider shall be capable of providing enterprise-wide break/fix, maintenance, and managementsupport for all of AVS end-users located in all of the various AVS offices.

Service Desk support services, as described herein, apply to all AVS users and business unit

sites. Because it cannot be determined which sites will transition the desk-side support servicesto the service provider or which ones will require ad-hoc support, desk-side support services, asdescribed herein, also apply to all AVS business unit sites. For the desk-side support services,the Service Provider is responsible for the end-user computing services as described in thisSOO. This includes everything from the office premise wall plate, including computers andperipheral devices, as well as any locally-installed network-attached printers, scanners, file/printservers, line-of-business application servers, and networking devices.

3.2 Service Objectives

AVS expects to find a Service Provider that can bring industry best practices and matureservices to the AVS service desk functions. This Service Provider is expected to become a longterm partner as AVS looks to improve the consistency, efficiency and ultimately theeffectiveness of its IT service desk and desk side services to end users. The Service Providermust share a common vision and set of objectives as well as share the risks associated withdelivering these services. This requires that the Service Provider not only be flexible and able toadapt as AVS improves its environment and services but also be able to lead the change andpropose opportunities for modernization. The following are the key high-level service objectives

AVS expects to achieve through the Service Providers Service Desk and Desk-side SupportManagement services.



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Enhance IT services and support for all AVS end-users through improved coordinationand consistency. Users will be able to count on consistent service levels and 24 hourresponse 365 days a year regardless of their location.

Reallocation of AVS IT staff for higher value functions - AVS will be able to provide itsusers with enhanced IT service by reallocating staff to other critical IT functions and

services that are currently short-staffed. Open positions may also be transitioned back tothe business for AVS mission functions.

Improved IT operational maturity The service provider is required to bring advancedindustry best practices for serviced desk and desktop support and look for ways toextend these practices throughout the AVS IT organization. Centralized managementwill allow for improved IT management as well as root cause analysis and resolution.

4.0 Service Desk and Desk-side Support ServicesRequirements

4.1 Service Desk Service Requirements Overview

This section of the SOO describes the associated Service Desk requirements AVSexpects from the Service Provider. The Service Provider shall define how it will providefor all life cycle activities associated with Incident and Service Request response andmanagement support for end-user computing devices that are installed in local officesused by end-users. This includes stationary and portable computing devices andassociated local office peripheral devices located within AVS facilities.

4.1.1 Single Point of Contact (SPOC)

Single Point of Contact requirements are to provide toll-free support for logging, tracking,

resolution and reporting of Service Desk incidents and service requests for all AVS end-userrequests. The following table identifies the SPOC roles and responsibilities that Service Providerand AVS will perform:

Table 6. SPOC Roles and Responsibilities

SPOC Roles and Responsibilities Provider AVS

1. Recommend SPOC procedures X

2. Develop, document and maintain the SPOC Standards andProcedures Manual that meets AVS requirements and adheres to AVSpolicies

X

3. Review and approve SPOC procedures X

4. Select and implement Software and hardware (e.g., IVR, ACD)needed to collect, track and manage Service Requests and ServiceDesk Incidents received by the Service Desk

X

5. Provide SPOC call-in access via a toll-free number for all ServiceDesk Services described in this document for all AVS end-users andsites

X

6. Provide SPOC and coordination for all Incident reports and requestsfor information and Service (e.g., IMACs) for all AVS end-users andsites

X



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SPOC Roles and Responsibilities Provider AVS

7. Provide multiple alternative communications channels, including voicemessages, e-mail and intranet. In the case of Voice CommunicationsServices, any IVR system must allow for immediate exit from thesystem and live communication with a Service Desk agent

X

8. Record and redirect out-of-scope Incidents and Service Requests X

4.1.2 Service Management Tool

FAA has recently selected BMC/Remedy as the standard Service Management tool for use byall internal Service Desk functions. To ensure information can be seamlessly transferred andreused, the Service Provider is required to utilize the Remedy solution and propose how it willtransfer information to other FAA help desks as needed.

AVS requires the Service Provider to deliver services using the Service Providers instance ofRemedy and any other needed COTS tools in a non-proprietary manner utilizing industry-standard best practices. AVS requires direct access to the functions of these tools. Whenever

possible, and where feasible, AVS will alter its business processes to allow the Service Providerapplication to be implemented and utilized in the manner in which it was designed to work. Thedata tables and data structures of the proposed tool(s) must utilize an industry-standard

API/data integration layer so that the data can be easily extracted and integrated with otherindustry-standard Service Management tools. The latest and most stable version should beinstalled so that AVS can take advantage of the newest features and functions of theapplication. The Service Provider is also expected to keep this software up to date, no morethan one (1) major release behind (n-1) the tools most current stable released version. It is

AVS desire to refrain from customization of the product for several reasons, including costcontrol, supportability, maintainability, openness, functionality, and conformance to industry bestpractices.

The following table identifies the Service management tools roles and responsibilities

that Provider and AVS will perform.

Table 7. Service Management Tool Roles and Responsibilities

Service Management Tool Provider AVS

1. Implement Remedy with full capability to handle and support end-to-end management of all Service Desk and Desk-side Support functions

X

2. Offer ability to support electronic interfacing with third-party servicedesks and tools (e.g., ability to support automated Incident alertstriggered from servers, transfer of trouble ticket information to anotherservice desk, etc.).

X

3. Standards based and built on Information Technology ServiceManagement (ITSM) principles (e.g., ITIL or similar).

X

4. Ability for the Enterprise Tool to be able to collect informationautomatically with and produce reports on Assets, Service Delivery,Incidents, Contracts and Software Management information.

X

5. Application and license ownership X

6. Data ownership of all AVS specific information created and stored inthis system.

X



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4.1.3 Service Desk Operations and Administration

Service Desk Operations and Administration Services are the activities associated withproviding a stable Service Desk environment and to effectively and efficiently performprocedures to ensure IT Services meet SLR targets and requirements. The following tableidentifies the Service Desk Operations and Administration roles and responsibilities that

Provider and AVS will perform.Table 8. Service Desk Operations and Administration Roles and Responsibilities

Service Desk Operations and Administration Roles andResponsibilities

Provider AVS

1. Develop, document and maintain in the Standards and ProceduresManual Service Desk Operations and Administration procedures thatmeet requirements and adhere to defined policies. Must be inoperation and staffed to receive service calls 24 hours a day, 7 days aweek, 52 weeks a year; The Service Desk must be located in theUnited States or one if its territories/protectorates.

X

2. Review and approve Service Desk Operations and Administration

procedures

X

3. Provide additional Resources as needed during planned andunplanned critical events

X

4. Track/manage/report Service Desk utilization X

5. Provide escalation contact list(s) for AVS contacts X

6. Maintain and provide escalation contact list(s) for all services(including Third Parties such as vendors and service providers)

X

7. Issue broadcasts or other notices to provide status updates asrequired for planned and unplanned events

X

8. Provide end-user or manager online/portal access to ServiceRequests and Incident reports

X

9. Develop and execute procedures for conducting End-User Satisfactionsurveys in accordance with the Service-Level Requirements

X

10. Review and approve procedures for conducting End-User Satisfactionsurveys

X

11. Maintain a continuous improvement program that improves ServiceDesk Service delivery

X

12. Work with Provider operational and technical staff and AVS to identifysolutions that minimize the need to call the Service Desk (e.g.,additional End-User training, Self-Help Support opportunities, RootCause Analysis)

X

13. Review and approve solutions that minimize the need to call theService Desk

X

14. Coordinate and make available environment documentation (i.e.,Network configuration, and inventory of software to be supported)

X

4.1.4 Service Request and Incident Management

Service Request and Incident Management Services are the activities associated with end-to-end Incident Management processes including escalation to Tier 2 and Tier 3 specialiststhrough a defined process, including Service Providers primary resources, Third Parties, such



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as hardware and Software suppliers, other Third Party service providers as well as AVSsinternal technical support resources. The following table identifies the Service Request andIncident Management roles and responsibilities that Provider and AVS will perform.

Table 9. Service Request and Incident Management Roles and Responsibilities

Service Request and Incident Management Roles and

Responsibilities

Provider AVS

1. Recommend Service Request and Incident Management procedures X

2. Develop, document and maintain in the Standards and ProceduresManual Service Request and Incident Management procedures,including procedures to receive and respond to AVS Service RequestCalls according to defined prioritization and Resolution targets, thatmeet AVS requirements and adhere to AVS policies

X

3. Review and approve Service Request and Incident Managementprocedures

X

4. Ensure that responses to Service Requests are based on priority andimpact rather than the method used to notify the Service Desk (e.g.,telephone, e-mail, fax, direct input to Service Request system by End-Users)

X

5. Identify and describe the Incident Management tool proposed andspecify how proposed tool(s) will allow AVSs existing data to remainavailable.

X

6. Provide end-to-end Incident identification, escalation, Resolution(management) and Closure process including those escalated to ThirdParties and AVS Tier 2 staff.

X

7. Receive, track, answer and Resolve, or monitor to closure, End-Userand technical staff calls

X

8. Categorize, prioritize and log all Incidents (e.g.,inquiries/problems/Service Requests) in the Service Desk Incident

system

X

9. Monitor Incidents (i.e., Service Desk Incidents) and escalate perpolicies and procedures until Resolution and End-User satisfaction isachieved

X

10. Troubleshoot Incidents using the Provider knowledge databasesand/or Third Party knowledge databases (e.g., application vendorknowledge databases)

X

11. Resolve Incidents at Tier 1 if possible, otherwise escalate toappropriate Tier 2 or 3 resource as required

X

12. Provide expert functional and process How To assistance for in-scope applications at Tier 1 and escalate to Tier 2 or 3 resource asrequired

X

13. Document solutions to Resolved Incidents in knowledge database X

14. Verify acceptance of Services by contacting the End-User to confirmresults and level of satisfaction

X

15. Identify Incident characteristics and root cause for Tier 1 and 2Incidents

X

16. Ensure that recurring Incidents that meet defined criteria are reviewedusing Root Cause Analysis processes

X



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Service Request and Incident Management Roles andResponsibilities

Provider AVS

17. Verify that all records (e.g., inventory, asset and configurationmanagement records) are updated to reflect completed/ResolvedService Request (e.g., IMACs)

X

18. Provide authorization for Closing of Service Requests and ServiceDesk Incidents X

19. Send Service Requests and Service Desk Incident Closure notices perAVS policies

X

The Service Providers service desk is also expected to provide knowledge transfer from Tier 2support groups in the form of knowledge documents to Service Providers Tier 1 Service Deskand the Self Help solution as an important process to support AVSs objective of having asmany Incidents as possible being resolved at Tier 1 (i.e., first-call resolution), thus minimizingthe number of Incidents needing to be escalated to the next higher service area.

4.1.5 Self-Help Services

The Service Providers service desk is expected to provide AVS end-users with Self-Help Services. Self-Help Support Services are the activities associated with IVRcapabilities, out-of-prime-time voice messaging with guaranteed call-back response,Intranet-based automated Self-Help Support, etc. The following table identifies the Self-Help Support roles and responsibilities that the Provider and AVS will perform.

Table 10. Self-Help Support Roles and Responsibilities

Self-Help Support Roles and Responsibilities Provider AVS

1. Develop, document and maintain in the Standards and ProceduresManual Self-Help Support Provider procedures that meet AVSrequirements and adhere to AVS policies

X

2. Review and approve Self-Help Support procedures X

3. Implement Self-Help Support capabilities that enable End-Users toperform self-service including Password Resets. An AVS solution iscurrently being deployed, but the Service Provider is free to proposean alternate system that integrates with AVSs provisioning and LDAPsolution

X

4. Develop and provide recommendations for improvements to Self-HelpSupport capabilities

X

5. Support self-service PC restore and backup capability, which will beprovisioned directly by AVS with operational support by the Service

Provider

X

6. Review and approve recommendations for improvements to Self-HelpSupport capabilities

X

7. Implement approved recommendations for improvements to Self-HelpSupport capabilities

X



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4.1.6 Remote Device and Software Management

Remote Device and Software Management Services are the activities associated withmanaging, maintaining and trouble shooting devices and Software remotely over the Network tominimize the need to dispatch technical personnel for Incident Resolution.

The following table identifies the Remote Desktop Management roles and responsibilities that

Provider and AVS will perform.

Table 11. Remote Device and Software Management Roles and Responsibilities

Remote Device and Software Management Roles and Responsibilities Provider AVS

1. Develop, document and maintain in the Standards and ProceduresManual Service Desk Remote Device and Software Managementprocedures that meet requirements and adhere to defined policies

X

2. Review and approve Remote Device and Software Managementprocedures

X

3. Resolve Incidents and diagnose underlying Problems using remote-control capability and when possible implement corrective actions toResolve Problems. If Resolution is not possible, escalate per theescalation procedures.

X

4. Utilize remote controls to manage and update Software, and tomaintain configuration and inventory information

X

5. Utilize remote control tools to manage and enforce compliance withstandards

X

6. Assist in enabling the enforcement of compliance to standards and theappropriate optimization of devices and software

X

4.1.7 Remote Software Deployment and Distribution Services

Software Deployment Services are the activities associated with deploying and managingsoftware images. Software images include the set of components that comprise the suite ofsoftware programs used to build an AVS-defined standard end-user Device image(s), includingOperating System Software, office productivity and messaging software, database software,security tools, remote connectivity software, and remote management and deployment tools.

AVS will perform the Software Build activities and the Service Provider will perform theDeployment activities associated with the provision of the computing infrastructure.

Currently, AVS utilizes Microsoft System Management Server (SMS) to distribute package forupgrade purposes, to a PC or thin-client system. Software packages for remote distributionmay include operating system software, office productivity and messaging software, databasesoftware, security tools and patches, remote connectivity software, and remote managementand deployment tools.

Non-security and non critical patches are created and deployed on a monthly basis. Securitypatches and other critical patches are deployed as a high-priority as required. All patches aredeployed according to AVS patch deployment process. Many of the patches are perpetual innature, and all patches are also posted on AVS deployment servers for technical use as apull-down as required.

The following table identifies the remote software deployment and distribution services roles andresponsibilities that Provider and AVS will perform.



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Table 12. Remote Software Deployment and Distribution Services Roles and Responsibilities

Remote Software Deployment and Distribution Services Roles andResponsibilities

Provider AVS

1. Develop, document and maintain in the Standards and Procedures forremote software deployment and distribution services

X

2. Review and approve remote software deployment and distributionservices procedures

X

3. Perform software build activities X

4. Identify and test patches X

5. Utilize remote control tools to distribute the packages X

6. Ensure successful distribution and installation X

4.1.8 End-user Administration

The Service Providers service desk is expected to provide end-user administration services,

which are the activities associated with coordinating and managing AVS employee end-useraccount activation, system and application access privileges, account changes andterminations, including: password / account setup and reset, remote access connectivity, e-mailaccounts, end-user IDs, password resets, server and directory access rights, and elevation oflocal administration rights in compliance with AVS enterprise and line-of-business HumanResources (HR) policies and security policies.

The following table identifies the End-User Administration roles and responsibilities that Providerand AVS will perform.

Table 13. End-User Administration Services Roles and Responsibilities

End-User Administration Services Roles and Responsibilities Provider AVS

1. Develop, document and maintain in the Standards and ProceduresManual End-User Administration Provider procedures that meet AVSrequirements and adhere to AVS policies

X

2. Review and approve End-User Administration procedures X

3. Receive, track and process requests for End-User account activation,changes and terminations

X

4. Coordinate End-User account administration, activation, changes andterminations (e.g., Password/account setup and Password Reset,remote access connectivity, e-mail accounts, End-User IDs)

X

5. Create, change and delete End-User accounts per requests, inaccordance with AVS security policies

X

6. Coordinate as necessary with other specialized areas to manage End-

User accounts X

7. Perform Password Resets as required, in accordance with AVSssecurity policies

X

4.1.9 Planning and Analysis

Planning and Analysis Services are the activities associated with providing AVS the mostappropriate and effective level of Service, through ongoing Planning and Analysis. The following



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table identifies Planning and Analysis roles and responsibilities that Provider and AVS willperform.

Table 14. Planning and Analysis Roles and Responsibilities

Planning and Analysis Roles and Responsibilities Provider AVS

1. Identify and recommend Service Desk solution that best meets AVSbusiness needs and expense/service level expectations

X

2. Review and approve recommended Service Desk solutions X

3. Provide suggestions for continuous improvement of service deskservices and integration with other service desks

X

4. Perform operational planning for Service Desk capacity andperformance purposes

X

5. Determine transitional plan and issues regarding facilities, layout andintegration with other non-consolidated Help Desks (e.g., other FAAsupport desks)

X

6. Perform analysis of AVS environment, including acquiring AVSmanagement team feedback, to identify the appropriate sets of skills,

training and experience needed by Service Desk staff

X

4.1.10 Exchange and Depot Maintenance Services

AVS currently ships and receives Desk-side devices (laptops, desktops, tablets, etc.) from itsOklahoma City location. AVS would like the Service Provider service desk to assume thiscapability - a centralized mechanism for the exchange and servicing of AVS-supplied assets.This would include activities associated with depot operation for repairs (i.e., swapping) andretirement activities of in-scope assets. This includes the shipping and receiving of assets toremote end-users. This also includes the shipping of assets to third parties (e.g. Dell) forwarranty repairs. All remote end-users with AVS-supplied assets shall be provided withExchange and Depot Maintenance Services. This includes end-users that are temporarily at a

remote location (onsite inspection, accident investigation, etc.)The following table identifies Exchange and Depot Maintenance roles and responsibilities thatProvider and AVS will perform.

Table 15. Exchange and Depot Maintenance Roles and Responsibilities

Planning and Analysis Roles and Responsibilities Provider AVS

1. Identify and recommend Exchange and Depot Maintenance solutionthat best meets AVS business needs

X

2. Review and approve recommended Exchange and DepotMaintenance solution

X

3. Perform activities associated with depot operation for repairs (i.e.,

swapping) and retirement activities of in-scope assets (desktops,laptops, tablet PCs, etc.)

X

4. Execute shipping and receiving tasks for assets to remote end-users X

5. Ship assets to third parties (e.g. Dell) for warranty repairs X



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4.1.11 Service Desk Reporting

Service Desk Reporting Services are the activities associated with the preparation of andaccess to Service Desk reports that based on defined criteria. The following table identifiesService Desk Reporting Services roles and responsibilities that the Provider and AVS willperform.

Table 16. Service Desk Reporting Services Roles and Responsibilities

Service Desk Reporting Services Roles and Responsibilities Provider AVS

1. Recommend a list of Service Desk management reports X

2. Review and approve list of Service Desk management reports X

3. Report on Service Desk statistics and trends as specified in theStandards and Procedures Manual (e.g., Service Request volumesand trends by types of End-Users)

X

4. Report on trends in Service Requests indicating a need for training X

5. Audit report results and Service Desk operations periodically X

6. Provide online/portal access to AVS Service Desk reports X

4.1.12 Documentation

The Service Providers Service Desk is expected to provide documentation services for alldocumentation used in the delivery of its services. Documentation services are the activitiesassociated with developing, revising, archiving, maintaining, managing, reproducing, anddistributing IT service area information (e.g., project planning materials, System designspecifications, Procedures Manuals, operation guides, relevant performance metrics) in hardcopy and electronic form.

The Service Provider is expected to maintain, secure, back up and update a documentationlibrary utilizing storage and access methodologies and technology appropriate for the documenttypes being stored, which supports the agreed-upon requirements and formats.

4.2 Local Office Support

Local office support services include full life-cycle activities associated with provisioning,operational logistics, installation, configuration, and break/fix management of the end-usercomputing devices at AVS local offices. Local office support services is intended to bring aboutenterprise-wide standardized support for End-user Devices across all AVS locations and tosupport individual and collective use in the business environment.

Currently within AVS, all Tier 2 technical support for local office end-user Devices is provided bydedicated, onsite AVS personnel assigned to a specific local office. In some instances, theremay be one (1) service technician for a local office with ten (10) or fewer AVS staff members.While this provides the end-users with direct, hands-on, high-touch support that deliverscontinuously high levels of customer satisfaction, it is not a cost-effective long-term solution.

Because AVS has a large installed base of local support staff, it is not expected that AVS willtransfer all desk-side support services to the Service Provider within the five years of thiscontract. Therefore the Service Provider will be required to support two different servicedelivery models:

1. Full local office support In this case, Service Providerwill have full responsibility for thelocal office support requirements identified in the Table 17. At present, AVS offices in the



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Washington DC Metropolitan Area and Oklahoma City are the only offices included in theinitial scope of the work. Over the period of this contract more offices may be added to thescope as local AVS technical staff leave or transition to other AVS functions. The ServiceProvidermay choose to have on-site presence in the office or dispatch support staff fromnearby location as long as they can meet the specified Service level requirements. AVS isexpecting the vendor to have on-site presence at the Washington DC Headquarters and

Okalahoma City offices, given the large number of users.2. Ad-hoc local office support In this case, Service Providerwill be requested to support a

particular AVS office on a temporary basis if the local AVS support personnel are notavailable.

The specific local office support services include:

a. Desk-side Technical Services - Hardware supported includes PC systems (e.g., desktop,tower, workstation, laptop, tablet, and mobile computing devices), and peripheral devices(e.g., monitors, laptop docking stations, CD / DVD burners, multi-functional devices, printers,scanners, electronic storage devices, media libraries, uninterruptible power supplies [UPS],etc.). Software includes support of operating systems, office automation and productivity

applications, anti-virus products, messaging and collaboration software, connectivitysoftware, and utilities that provide functionality to the above-mentioned hardware resources.Services include:

Installs, moves, adds, changes (IMAC)

Operational monitoring

Problem determination and resolution

Tier 2 Technical support

Break/fix Services

System and office productivity software deployment and management

Remote access service support

b. File, Print and Local Application Server Support It includes services associated withthe provisioning and day-to-day management of the installed file, print and applicationservers at the local offices (currently the Washington DC metro area offices and OklahomaCity). Hardware includes all local network attached servers supporting shared-storage filesystems, printers, copiers, scanners, fax machines, local storage devices, backup tapes etc.Software includes support of server operating systems and utilities that provide functionalityto the above-mentioned hardware resources.

Installs, moves, adds, changes (IMAC)

Operational monitoring and administration Problem determination and resolution

Tier 2 Technical support

Server Operations and administration

Backup and restore



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4.2.1 Local Office Support Requirements

The following table identifies roles and responsibilities associated with this SOO for theWashington DC Metro Area and Oklahoma City offices and other offices requiring local office

support that are transitioned to the Service Provider during the contract period of performance.

For ad hoc on-site support, AVS may request all or some of the services listed below.

An X is placed in the column under the party that will be responsible for performing the task.Provider responsibilities are indicated in the column labeled Provider.

Table 17. Local Office Support Roles and Responsibilities

Local Office Roles and Responsibilities Provider AVS

General Requirements

1. Recommend local desk-side and local sever support services andstandards for supporting the AVS end user requirements and

platform standards

X

2. Review and approve recommendations for services and standardsfor supporting the desktop/end users

X

3. Procure and own desktop and laptop hardware and software X

4. Conduct pre-installation and site survey activities (e.g., Networkconnectivity, power, data jack preparation) in accordance with theprocedures and specific Service Request

X

5. Deploy and manage desktop and laptop hardware and software (e.g.operating system, personal productivity and office automationsoftware and services)

X

6. Deploy and manage network-attached printers, copiers, scanners,

and fax devices

X

7. Deploy and manage locally attached printers, storage devices andmiscellaneous peripherals

X

8. Perform and support hardware and software IMACs, re-installations,updates and downloads for in-scope end-user devices

X

9. Provide and support remote access services for AVS employeesand its client end-users in mobile, remote, and home locations

X

10. Provide Tier 2 and 3 support for AVS personal productivity and officeautomation software

X

11. Provide problem determination and resolution for all in-scopedevices

X

12. Provide Tier 2 and Tier 3 hardware and system software support forall in-scope hardware and software as coordinated through theCentralized Help Desk

X

13. Establish, procure, own and maintain appropriate equipment sparingrequirements and spares inventory levels to meet Service LevelRequirements for Desk-side Technical Support

X

14. Provide DISPATCH Break/Fix for in-scope end-user devices forhardware and system diagnosis and repair as coordinated throughthe Centralized Help Desk

X



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Local Office Roles and Responsibilities Provider AVS

15. Provide depot Break/Fix services for in-scope end-user devices forhardware and system diagnosis and repair as coordinated throughthe Centralized Help Desk

X

16. Coordinate service delivery with Consolidated Help Desk, as well asthe Tier 2 support groups within each of the other service deliveryareas

X

17. Define backup/recovery requirements X

18. Purchase and manage paper/forms/consumables X

19. Install consumables for printers X

Backup and Recovery

20. Recommend tape backup and recovery policy and standards X

21. Approve tape backup and recovery policy and standards X

22. Provide end-user data back-up, storage, and recovery services X

23. Conduct regular tape backups for local file servers X

24. Support recovery from backups as needed XFile, print and local application Server administration

25. Recommend server administration standards X

26. Approve server administration standards X

27. Perform server administration on all in-scope servers X

28. Manage user accounts, disk space quotas and access control (OS,database, middleware, file systems, disk space, etc.)

X

29. Obtain End-User acknowledgment and satisfaction rating forcompletion of Service Request

X

5.0 Special Project Requirements

AVS may require additional support for specific projects in addition to provision of the Servicesspecified in Section 4.0 and 5.0 of this SOO. AVS will request the offeror to provide support forbelow services on an as needed basis throughout the term of the contract. At this time, theService Provider is only requested to provide labor rates to support special projects like theones listed below. The contractual details for these services will be determined at the time ofservice request.

Physical Asset Inventory activities associated with the validation of asset inventoryavailable in the service desk tool (Remedy) and additional non-network assets at AVSlocations. Service provider will perform on-site physical asset tagging and logging asset

information into the asset database.

Requirements Definition - activities associated with the assessment and definition ofarchitectural, functional, performance, and security requirements that define thedevelopment, installation, and operational needs of new IT computing equipment andservices, including compliance with regulatory and AVS policies.



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Design Specifications - activities and deliverables that translate the end-user andrespective Eligible Customer information system requirements into detailed technicalspecifications.

Engineering / Development - activities associated with the engineering anddevelopment of the technical infrastructure, tools and utilities that enhance the services.

Integration and Testing - activities that ensure that all individual AVS infrastructurecomponents configured with or added to the infrastructure work together cohesively toachieve intended results.

Implementation and Migration - activities associated with the installation of new andupgraded hardware, software and Network components for system changes that AVSmay require following successful completion of Transition activities.

Technology Refreshment and Replenishment (TR&R) - activities associated withmodernizing the IT infrastructure on a continual basis to ensure that the Systemcomponents stay current with evolving industry-standard technology platforms.

Training and Knowledge Transfer- provisioning of training for AVSs retainedtechnical staff for the express purpose of exploitation of the functions and features of

AVS computing environment.

Security Service Delivery - activities associated with physical and logical security of allservice facilities and IT infrastructure components (i.e., hardware and software) anddata, virus protection, access protection and other security services in compliance with

AVS security requirements and all applicable regulatory requirements.

In Addition, the Service Provider may be required to define how to integrate support of

infrastructure management services to include, but not limited to Asset Management, CapacityManagement, Performance Management, Configuration Management, Change Management,Release Management, Training and Knowledge Transfer, and Security Service Delivery as partof its regular scope of services or through special projects.

6.0 Exceptions / Out of Scope

The following items are specifically excluded from this SOO:

1. Decisions on technical architecture and business architecture will remain theresponsibility of AVS.

2. Procurement and ownership of end-user devices including phone systems will remainthe responsibility of AVS.

3. Procurement of all non-networked peripheral equipment dedicated for use by individualend-users (i.e., that is, locally attached printers, scanners, Zip drives, facsimilemachines, et al.) will remain the responsibility of AVS. This includes all AVS userpersonally owned devices.



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4. Day-to-day backup and restoration of end-user data stored on non-networked devices(e.g., local end-user Devices such as USB hard drives) remain the responsibility of AVSand AVS end-users.

5. Personal productivity and office applications capability, policies including e-mail areretained by AVS.

6. In-depth (Tier 3) support of AVS line-of-business applications will be the responsibility ofAVS.

7. Security Policy and Internet access Policy will be retained by AVS or its designee.

8. Network Infrastructure will be maintained by AVS which includes switches (softwareupgrades), routers, bandwidth, etc.

9. Personally-owned (i.e. not government-owned) hardware and software, except as itapplies to providing support for external customers

7.0 Transition Planning

Migration of AVS service desk and desk-side support services to Service Provider service deskwill entail a period of transition to ensure that the expected quality of service and standards canbe achieved. The transition process will include a due diligence and a Transition Planimplementation period. The due diligence activities conducted by the Service Provider shall bepriced separately from the Fixed Price per-Call rate.

During the transition phase the Service Provider will be required to:

Organize applications and skill sets into logical categories for migration and assimilation

into the Service desk.

Improve the current operating process and procedures, such as hand-offs to Tier 2 and

Tier 3 support groups, employee awareness of the service desk procedures, etc.

Develop service desk sample reports and obtain approval

Implement and operate the Service Providers own instance of Remedy and integratewith end-user devices, other applications and other service desks, as needed

Populate troubleshooting information into the Service Providers Knowledge

Management System.

Put into operation the telephone/queue tree for enhanced and streamlined call flow and

routing for the service desk.

Gather and, if available, incorporate the AVS caller profiles into the Service Providers

ticketing system.

Obtain necessary access to the AVSs computer environment, including security

requirements.

The Service Provider shall coordinate its activities with other Service Providers to effect smoothand orderly transitions at the beginning and the end of contract periods. Milestones descriptionand dates specific to the transition of Service Desk and Desk-side Support Services are to beprovided by the Service Provider as part of the Transition Plan.

The Service Provider will work closely with the AVS COTR to implement the Transition Plan.Consensus between the AVS and the Service Provider must be obtained, about the foregoingactivities before the execution of the Transition Plan.



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8.0 Service Management

8.1 Service Level Requirements (SLRs)

The Service Provider will be responsible for delivering services based on the service levelrequirements agreed upon between the Government and the service provider. The minimum

level of service required is shown in Attachment 13. Minimum Service Level Requirements.The offeror shall review these minimum requirements and acknowledge their ability tomeet/exceed the SLRs as per instruction in Section L. Further, offeror shall follow instructions inSection L to propose an award and penalty structure.

In addition, the Service Provider will be required to enter into Operating Level Agreements(OLAs) with AVS in coordination with other AVS IT service groups that provide IT servicesupport to AVS to ensure true end-to-end service management. An OLA is an agreement thatdefines the interdependencies and interrelationships between two or more parties and assistswith the provision of services and should contain targets that underpin those within specificservice level commitments between the Service Provider and AVS to ensure that service leveltargets will not be breached by failure of the supporting activity.

8.2 Standard Management Reports

AVS requires Web-accessible standard management reports on all Service Desk and Desk-sideSupport Service statistics and trends (e.g., open Incidents, SLA performance metrics, assetinventory, system configuration, etc.) in the form of an online Management Dashboard that isupdated in near real-time frequency, as well as the ability to initiate and execute ad hoc reportsagainst the data as needed. AVS also requires periodically surveying and reporting on end-usercustomer satisfaction using a methodology and format acceptable to AVS.

The Service Provider will be expected to construct and provide standard reports,accepted by AVS, for Service Desk and Desk-side Support Services as necessary.These include, but are not limited to, standard daily, monthly, quarterly, and ad-hoc

reports. The Service Provider shall provide a list of standard Service Managementreports, frequency of reports, and sample reports, as part of their response. The reportsshall at the minimum cover all SLRs mentioned in Attachment [13].



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9.0 Attachment List and Descriptions

Table 18. Attachment List and Descriptions

Attachment DescriptionAttachment [1] AVS Locations

Attachment [2] AVS HQ Help Desk Brochure

Attachment [3] AVS Support Central Applications

Attachment [4] AVS Standard Client Baseline

Attachment [5] AVS HQ Help Desk Work orders FY07

Attachment [6] ASC Escalation Process Overview

Attachment [7] AVS-ALL-SYSTEMS-10-30-07 Information.

Attachment [8] FAA-AVS End-User Software Image - HQ

Attachment [9] FAA-AVS End-User Software Image - ATPCO

Attachment [10] RCISS Current ProjectsAttachment [11] AVS SMS 2003 Standard Operating Procedures

Attachment [12] AVS Enterprise Network and Architecture Standards

Attachment [13] Service Level Requirements

Attachment [14] AVS HQ Help Desk Desktop Subtypes - Priorities

Attachment [15] AVS HQ Help Desk Network Subtypes Priorities

Attachment [16] FAA-AVS Facility Locations Metrics - HQ

Attachment [17] FAA-AVS Facility Locations Metrics -ATPCO

Attachment [18] AIR Help Desk Descriptions

avs sevice desk and desk side support soo

Documents