AVS Sevice Desk and Desk Side Support SOO

FEDERAL AVIATION ADMINISTRATION - AVIATION SAFETY (AVS) NATIONAL SERVICE DESK AND DESK-SIDE SUPPORT SERVICES STATEMENT OF OBJECTIVES
DRAFT 07 February 2008
FEDERAL AVIATION ADMINISTRATION - AVIATION SAFETY (AVS) NATIONAL SERVICE DESK AND DESK-SIDE SUPPORT SERVICES STATEMENT OF OBJECTIVES DRAFT 07 FEBRUARY 2008
Table of Contents
List of Tables................................................................................................ii Introduction......................................................................................................................... 1 1.0 Background.................................................................................................................... 1 1.1 1.2 2.1 AVS Mission and Objectives..............................................................................1 AVS Offices and Services..................................................................................2 AVS Current Environment..................................................................................3 2.1.1 2.1.2 2.2 2.3 3.1 3.2 4.1 AVS Client Device Overview................................................................4 Call Volumes and Types......................................................................6
2.0 Scope of Infrastructure to Be Supported.....................................................................3
Hardware and Software ....................................................................................7 Policies, Procedures and Standards..................................................................7 Services Overview.............................................................................................8 Service Objectives.............................................................................................9 Service Desk Service Requirements Overview................................................10 4.1.1 4.1.2 4.1.3 4.1.4 4.1.5 4.1.6 4.1.7 4.1.8 4.1.9 4.1.10 4.1.11 4.1.12 Single Point of Contact (SPOC).........................................................10 Service Management Tool ................................................................11 Service Desk Operations and Administration.....................................12 Service Request and Incident Management.......................................12 Self-Help Services..........................................................................14 Remote Device and Software Management.......................................15 Remote Software Deployment and Distribution Services...................15 End-user Administration.....................................................................16 Planning and Analysis........................................................................16 Exchange and Depot Maintenance Services....................................17 Service Desk Reporting...................................................................18 Documentation.................................................................................18
3.0 Service Desk and Desk-side Support Services Overview and Objectives................8
4.0 Service Desk and Desk-side Support Services Requirements.................................10
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
Confidential and Procurement Sensitive
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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 8.2 Service Level Requirements (SLRs)................................................................24 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...................................................11 Service 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.......................................18 Local 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 is undertaking 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 performance based contract with a select Service Provider capable of fulfilling the service delivery requirements 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 all central IT services within AVS and will be managing this contract upon award. This document contains the Statement of Objectives (SOO) that describe the existing service delivery 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 Objectives
AVSs business is safety. To achieve the mission of providing the safest, most efficient aerospace system in the world, all the divisions and offices within FAA must utilize their experienced staff in the most effective manner while getting the most value from every dollar spent. This has led the AVS line of business to improve operational performance, consolidate existing services, and provide better service through more-sophisticated capabilities. In support of these initiatives, the IT Division within the Quality, Integration, and Executive Services office of AVS (AQS-200) is being asked to provide greater support to AVS. AQS-200 is responding to these changes and improvement opportunities by moving toward more-efficient services, focusing on mission-critical functions, consolidating existing systems, and deploying more-advanced technologies to support improved data-driven decision making. The following are AQSs key objectives associated with this transition to an improved future state: Align the evolving IT workforce with prioritized mission critical functions and incrementally outsource IT services that can be effectively delivered by external Service Providers. Group and manage the IT workforce as a central AVS resource that can promote the efficient use of technology in support of the AVS safety mission. Many current services are fragmented within business units and delivered inconsistently on an office by office basis. The central IT organization recently gained oversight over these functions and associated resources and is looking to standardize and centralize in order to gain efficiencies and consistent services. Provide consistent, 24x7x365 service desk support to AVS employees, on-site contractors and external users of AVS systems worldwide. Ensure a high degree of service, 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 the above objectives: Implement a New Organizational Model: The IT Division within AVS (AQS-200) is implementing 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 solutions efficiently and effectively. This transition to the target state and subsequent optimization will begin in 2008. Establish a National Service Desk: AQS-200 will deploy a centralized National Service Desk 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 Desk will be outsourced in order to better utilize AVS IT staff (termed by AVS as Computer Specialists) for higher-value, inherently governmental IT functions, and to create opportunities to transition positions to the business for mission-critical business functions. This Service Desk initiative is the focus of this solicitation. Realign IT Staff: Until recently, Computer Specialists reported to field business managers and were not well-integrated with the centralized IT services. These field Computer Specialists were recently (October 2007) realigned to the AQS-200 organization, and assigned to an AQS-200 supervisor, to provide greater career development opportunities and to allow for a more consistent and comprehensive delivery of IT services. This staff will further integrate into the new organizational model as 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 minimize risks, reduce the impact on IT staff, and maintain support for end-users. Although the focus of this solicitation is the establishment of the National Service Desk, this Service Provider will be expected to support the tight coordination with the other initiatives to ensure that resources are aligned effectively and services continue to be delivered while the organization moves towards its desired target state.
1.2
AVS Offices and Services
AVS is responsible for the certification, production approval, and continued airworthiness of aircraft; 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 and air 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, Shanghai and Singapore). These users work within one of the eight services/offices (S/O) and use the standard 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 on the FAA website (www.faa.gov).
2.0 Scope of Infrastructure to Be Supported

The following subsections describe the Service Desk and Desk-side Support services environment and service delivery requirements, which AVS requires be supported by the Service Provider. This includes assets, facilities and locations, personnel, policies and procedures, licenses and agreements, and works in progress. The Service Provider shall address 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 locations throughout North America, including Alaska, and several international sites (Beijing, Brussels, Frankfurt, London, Shanghai, and Singapore). A description and location of AVS facilities and office 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 during the life of the contract. AVS has one help desk operation that supports approximately 700 staff ONLY in the greater Washington, D.C. metropolitan area (6 offices in DC, MD, and VA including headquarters). This help 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 provides technical support for numerous applications used by both internal and external customers known as AVS Support Central (ASC). Table 5 in section 3.1.2.1 provides call volume metric data and the number and percentage of external customer base from FY05 through FY07. ASC provides 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. Although these are out of scope for this contract, the Service Provider shall be required to coordinate with these in the resolution of a customer request (e.g. receiving and forwarding calls, generating and closing incident tickets, etc.). AVS does not currently have an enterprise-wide integrated service desk and desk-side support discipline. Each of the other regional and remote offices is supported directly by personnel located onsite within the various offices. Some of these activities are coordinated through a regional office and others are performed directly at the local level with limited regional or central coordination and management. AVS AQS has just recently centralized management of these regional/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 technician personnel. These personnel provide the break/fix, asset inventory, spares/parts management desktop administration, remote access, software distribution, image management, security services for end-user devices. Devices include desktops, laptops, and tablet PCs and networkattached and direct-attached peripherals (i.e., printers, scanners, etc.). These personnel also provide office support for other locally installed IT computing devices such as locally-installed file/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 local operations use limited centralized or integrated toolsets or processes. However, AVS is redefining its approach to service desk and desk-side support services and through this contract AVS seeks to implement an enterprise-wide centralized service desk capable of supporting all end-users as well as acting as the dispatch point for end-user deskside support. The centralized service desk would be supported by a single service provider and the local desk-side support services would be provided by a combination of the service provider and existing AVS staff, depending on location. However, as part of its future-state strategic vision, AVS wishes to combine both the service desk and desk-side support functionality under a 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 service level 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 and laptops that are used within the enterprise that are not directly assigned to an employee. These devices 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. See Table 1. for the current refreshment cycle schedule. It should be understood that refresh cycles can change and some are currently being reviewed:
Table 1. Type Desktops Laptops / Tablet Network-Attached Printers Network-Attached Scanners Network-Attached Fax Devices AVS End-user Computing Device Refreshment / Replenishment Requirement Refresh Cycle 4-year rolling refresh with greater than 4 years old devices replaced each year 4-year rolling refresh with greater than 4 years old devices replaced each year 6-year rolling refresh with greater than 6 years old devices replaced each year 4-year rolling refresh with greater than 4 years old devices replaced each year 4-year rolling refresh with greater than 4 years old devices replaced each 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 details including type and model information.
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FEDERAL AVIATION ADMINISTRATION - AVIATION SAFETY (AVS) NATIONAL SERVICE DESK AND DESK-SIDE SUPPORT SERVICES STATEMENT OF OBJECTIVES DRAFT 07 FEBRUARY 2008 Table 2. Year Purchased August 2002 February 2003 April 2004 June 2004 December 2004 December 2004 September 2005 April August 2005 July 2006 July December 2006 2004 - 2006 History of Major Purchases Type laptop desktop laptop desktop laptop desktop laptop desktop laptop Model Fujitsu Dell GX270 IBM T41 Dell GX280 Dell D600 Dell GX280SFF Dell D610 Dell GX620 Dell D620 Qty 672 800 998 1128 896 643 909 652 1881 2533 8579 1552 2024 2470 Total
* 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 USB thumb drive. Additionally there will be pooled resources for cameras and portable scanners. 2) Desktops will be phased out wherever possible and either replaced with a notebook or tablet to allow mobility, telecommuting and a contingency planning for a Pandemic situation. Reduction of other computers that are not directly assigned to employees.
3)
Projected quantities through FY11 are depicted in Table 3. The quantities listed in Table 3 are purely for planning purposes and may change based on the AVS priorities and other external influences.
Table 3. FY07 FY08 FY09 FY10 FY11 Projected Device Quantities Through FY11 Desktops 3223 2823 1895 1352 800 Laptops 5356 4286 3790 3081 1600 Tablets 0 1600 3000 4400 5800 Other 1000 800 600 400 200 Total 9579 9509 9285 9233 8400
Additionally, the AVS Enterprise has a standardized client baseline image that is the core configuration 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 local requirements. Remote access computing is supplied mainly thorough virtual private network (VPN) and Citrix terminal servers running on a Microsoft Windows 2003 Server. AVS client environment uses Lotus 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 are centralized, 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 support group 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 orders received by the AVS Headquarters Help Desk. This distribution is expected to be similar for the calls currently received in the field. Attachment 14 and 15 show the relative priority (high-level SLA) for the types of calls received by AVS HQ helpdesk.
Table 4. Annual Call Volumes (2007)
Annual Call Volume Headquarters Help Desk Tier 2 Application Support (Support Central) 16,725 45,125
AVS estimates that the call volume to the centralized service desk for Year One of this contract will 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 are encouraged to use their experience to come up with AVS projected call volume and call types based on the AVS environment described in Section 3.1. The Service Provider is expected to use above call volume estimates in its costs estimates and propose how changes in call volume can 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 applications covered 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. Call volume metric data and the number and percentage of external customer base from FY05 through FY07 is depicted in Table 5 below.
Table 5. AVS Support Central Call Volume Metrics Percent Increase 32.7% 21.4% Number External 13817 22657 Percent External 37.2% 50.2% Number of Ticket FY 05 FY 06 FY 07 28018 37180 45125
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5-10% of all trouble tickets are escalated to Tier 3 for resolution. A small percentage of Tier 3 tickets may result in a request for change (RFC) and may take several months to resolve. The primary support requirement for an external user (non-AVS user accessing AVS web application) is to ensure they can access and use the system at all times. Most of the external calls identified above in Table 5 are access related calls. For an overview of the AVS Escalation process See Attachment [6] ASC Escalation Process Overview.
2.2
Hardware and Software
A listing of all supported client desktop hardware and software to be supported by the service provider 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 the Service 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 the attachments and it may have undergone regular changes during the past few months. AVS is in the process of deploying new and additional technologies so the Service Provider should be aware that the environment is changing and the Service Provider will be required to provide effective support through the changes in the AVS IT environment. AVS intends to own all components of the desktop and laptop computing equipment and assets unless 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)-year warranties for all equipment. AVS is also increasingly deploying mobile computing devices such as 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 not materially affect the bid. Certain policy documents can be provided during negotiations if requested. The Service Provider shall be responsible for adherence to revised policies as well as 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 in Attachment [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 in this SOO (e.g. ITIL). When appropriate, AVS will work to integrate IT functions with these SOPs to maximize the maturity and effectiveness of the end-to-end service.
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3.0 Service Desk and Desk-side Support Services Overview and Objectives
3.1 Services Overview
This service desk and desk-side support services SOO sets forth the parameters for the services that AVS desires to acquire from a well qualified Service Provider capable of serving all AVS US and international locations. The understanding is that AVS requires the centralized Service Desk services to be implemented and become fully operational during the transition period. During the base year of the contract, the contractor is expected to be fully operational and meeting the SLAs. This would include Tier 0 and Tier 1 services followed by remote Tier 2 services such as the remote application support currently provided by AVS Support Central help desk. The Service Provider is expected to assume the currently contracted desk-side support duties at two 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 the capability 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-fill absent local AVS support staff. In other cases, the Service Provider will assume full-time deskside support responsibilities at a location where there is no longer local IT support staff. Timing and 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 as soon as appropriate. Figure 1 provides a notional transition timeline that indicates relative priority of the various support areas. The bidders are required to provide a transition plan that defines exactly how and when they plan to assume these responsibilities. The completeness and efficiency of this transition plan will be an important input in the evaluation process. AVS is also expecting a transition plan that offers flexibility in the timing of these transitions.
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FEDERAL AVIATION ADMINISTRATION - AVIATION SAFETY (AVS) NATIONAL SERVICE DESK AND DESK-SIDE SUPPORT SERVICES STATEMENT OF OBJECTIVES DRAFT 07 FEBRUARY 2008 Figure 1. Notional Transition Timeline
Begin Begin Service Service Desk Desk Transition Transition Implement Implement Processes Processes Rollout Rollout Services Services Operational Operational Maturity Maturity Continuous Continuous Improvement Improvement
Months Phases
1 National Service Desk for all locations 2 Desk Side Support at HQ and OKC 3 Desk Side Support at select field locations 4 Continuous Improvement / Process Maturity 5 Special Projects
M1
M2
M3
M4
M6
M12
M 18
M24
M 30
M 36
Extend
Key: Ramp-up Implement
The Service Provider is expected to provide the full provisioning, engineering, operations, and administration of enterprise-wide service desk services and the respective hardware and software necessary to support and maintain the Service Desk environment. The Service Provider shall be capable of providing enterprise-wide break/fix, maintenance, and management support 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 services to the service provider or which ones will require ad-hoc support, desk-side support services, as described 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 this SOO. This includes everything from the office premise wall plate, including computers and peripheral devices, as well as any locally-installed network-attached printers, scanners, file/print servers, 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 mature services to the AVS service desk functions. This Service Provider is expected to become a long term partner as AVS looks to improve the consistency, efficiency and ultimately the effectiveness of its IT service desk and desk side services to end users. The Service Provider must share a common vision and set of objectives as well as share the risks associated with delivering these services. This requires that the Service Provider not only be flexible and able to adapt as AVS improves its environment and services but also be able to lead the change and propose 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 Support Management services.
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Enhance IT services and support for all AVS end-users through improved coordination and consistency. Users will be able to count on consistent service levels and 24 hour response 365 days a year regardless of their location. Reallocation of AVS IT staff for higher value functions - AVS will be able to provide its users 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 to the business for AVS mission functions. Improved IT operational maturity The service provider is required to bring advanced industry best practices for serviced desk and desktop support and look for ways to extend these practices throughout the AVS IT organization. Centralized management will allow for improved IT management as well as root cause analysis and resolution.
4.0 Service Desk and Desk-side Support Services Requirements

4.1 Service Desk Service Requirements Overview
This section of the SOO describes the associated Service Desk requirements AVS expects from the Service Provider. The Service Provider shall define how it will provide for all life cycle activities associated with Incident and Service Request response and management support for end-user computing devices that are installed in local offices used by end-users. This includes stationary and portable computing devices and associated 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-user requests. The following table identifies the SPOC roles and responsibilities that Service Provider and AVS will perform:
Table 6. SPOC Roles and Responsibilities SPOC Roles and Responsibilities 1. Recommend SPOC procedures 2. Develop, document and maintain the SPOC Standards and Procedures Manual that meets AVS requirements and adheres to AVS policies 3. Review and approve SPOC procedures 4. Select and implement Software and hardware (e.g., IVR, ACD) needed to collect, track and manage Service Requests and Service Desk Incidents received by the Service Desk 5. Provide SPOC call-in access via a toll-free number for all Service Desk Services described in this document for all AVS end-users and sites 6. Provide SPOC and coordination for all Incident reports and requests for information and Service (e.g., IMACs) for all AVS end-users and sites X Provider X X X AVS
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FEDERAL AVIATION ADMINISTRATION - AVIATION SAFETY (AVS) NATIONAL SERVICE DESK AND DESK-SIDE SUPPORT SERVICES STATEMENT OF OBJECTIVES DRAFT 07 FEBRUARY 2008 SPOC Roles and Responsibilities 7. Provide multiple alternative communications channels, including voice messages, e-mail and intranet. In the case of Voice Communications Services, any IVR system must allow for immediate exit from the system and live communication with a Service Desk agent 8. Record and redirect out-of-scope Incidents and Service Requests Provider X AVS
4.1.2
Service Management Tool
FAA has recently selected BMC/Remedy as the standard Service Management tool for use by all internal Service Desk functions. To ensure information can be seamlessly transferred and reused, the Service Provider is required to utilize the Remedy solution and propose how it will transfer information to other FAA help desks as needed. AVS requires the Service Provider to deliver services using the Service Providers instance of Remedy and any other needed COTS tools in a non-proprietary manner utilizing industrystandard 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 Provider application to be implemented and utilized in the manner in which it was designed to work. The data 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 other industry-standard Service Management tools. The latest and most stable version should be installed so that AVS can take advantage of the newest features and functions of the application. The Service Provider is also expected to keep this software up to date, no more than 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 cost control, supportability, maintainability, openness, functionality, and conformance to industry best practices. 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 1. Implement Remedy with full capability to handle and support end-toend management of all Service Desk and Desk-side Support functions 2. Offer ability to support electronic interfacing with third-party service desks and tools (e.g., ability to support automated Incident alerts triggered from servers, transfer of trouble ticket information to another service desk, etc.). 3. Standards based and built on Information Technology Service Management (ITSM) principles (e.g., ITIL or similar). 4. Ability for the Enterprise Tool to be able to collect information automatically with and produce reports on Assets, Service Delivery, Incidents, Contracts and Software Management information. 5. Application and license ownership 6. Data ownership of all AVS specific information created and stored in this system. Provider X AVS
X X X X
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4.1.3
Service Desk Operations and Administration
Service Desk Operations and Administration Services are the activities associated with providing a stable Service Desk environment and to effectively and efficiently perform procedures to ensure IT Services meet SLR targets and requirements. The following table identifies 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 Provider AVS Service Desk Operations and Administration Roles and Responsibilities 1. Develop, document and maintain in the Standards and Procedures Manual Service Desk Operations and Administration procedures that meet requirements and adhere to defined policies. Must be in operation and staffed to receive service calls 24 hours a day, 7 days a week, 52 weeks a year; The Service Desk must be located in the United States or one if its territories/protectorates. 2. Review and approve Service Desk Operations and Administration procedures 3. Provide additional Resources as needed during planned and unplanned critical events 4. Track/manage/report Service Desk utilization 5. Provide escalation contact list(s) for AVS contacts 6. Maintain and provide escalation contact list(s) for all services (including Third Parties such as vendors and service providers) 7. Issue broadcasts or other notices to provide status updates as required for planned and unplanned events 8. Provide end-user or manager online/portal access to Service Requests and Incident reports 9. Develop and execute procedures for conducting End-User Satisfaction surveys in accordance with the Service-Level Requirements 10. Review and approve procedures for conducting End-User Satisfaction surveys 11. Maintain a continuous improvement program that improves Service Desk Service delivery 12. Work with Provider operational and technical staff and AVS to identify solutions that minimize the need to call the Service Desk (e.g., additional End-User training, Self-Help Support opportunities, Root Cause Analysis) 13. Review and approve solutions that minimize the need to call the Service Desk 14. Coordinate and make available environment documentation (i.e., Network configuration, and inventory of software to be supported) X X X X X X X X X X X
4.1.4
Service Request and Incident Management
Service Request and Incident Management Services are the activities associated with end-toend Incident Management processes including escalation to Tier 2 and Tier 3 specialists through 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 AVSs internal technical support resources. The following table identifies the Service Request and Incident 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 1. Recommend Service Request and Incident Management procedures 2. Develop, document and maintain in the Standards and Procedures Manual Service Request and Incident Management procedures, including procedures to receive and respond to AVS Service Request Calls according to defined prioritization and Resolution targets, that meet AVS requirements and adhere to AVS policies 3. Review and approve Service Request and Incident Management procedures 4. Ensure that responses to Service Requests are based on priority and impact rather than the method used to notify the Service Desk (e.g., telephone, e-mail, fax, direct input to Service Request system by EndUsers) 5. Identify and describe the Incident Management tool proposed and specify how proposed tool(s) will allow AVSs existing data to remain available. 6. Provide end-to-end Incident identification, escalation, Resolution (management) and Closure process including those escalated to Third Parties and AVS Tier 2 staff. 7. Receive, track, answer and Resolve, or monitor to closure, End-User and technical staff calls 8. Categorize, prioritize and log all Incidents (e.g., inquiries/problems/Service Requests) in the Service Desk Incident system 9. Monitor Incidents (i.e., Service Desk Incidents) and escalate per policies and procedures until Resolution and End-User satisfaction is achieved 10. Troubleshoot Incidents using the Provider knowledge databases and/or Third Party knowledge databases (e.g., application vendor knowledge databases) 11. Resolve Incidents at Tier 1 if possible, otherwise escalate to appropriate Tier 2 or 3 resource as required 12. Provide expert functional and process How To assistance for inscope applications at Tier 1 and escalate to Tier 2 or 3 resource as required 13. Document solutions to Resolved Incidents in knowledge database 14. Verify acceptance of Services by contacting the End-User to confirm results and level of satisfaction 15. Identify Incident characteristics and root cause for Tier 1 and 2 Incidents 16. Ensure that recurring Incidents that meet defined criteria are reviewed using Root Cause Analysis processes X Provider X AVS
X X
X X
X X X X
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FEDERAL AVIATION ADMINISTRATION - AVIATION SAFETY (AVS) NATIONAL SERVICE DESK AND DESK-SIDE SUPPORT SERVICES STATEMENT OF OBJECTIVES DRAFT 07 FEBRUARY 2008 Service Request and Incident Management Roles and Responsibilities 17. Verify that all records (e.g., inventory, asset and configuration management records) are updated to reflect completed/Resolved Service Request (e.g., IMACs) 18. Provide authorization for Closing of Service Requests and Service Desk Incidents 19. Send Service Requests and Service Desk Incident Closure notices per AVS policies Provider X AVS
X X
The Service Providers service desk is also expected to provide knowledge transfer from Tier 2 support groups in the form of knowledge documents to Service Providers Tier 1 Service Desk and the Self Help solution as an important process to support AVSs objective of having as many Incidents as possible being resolved at Tier 1 (i.e., first-call resolution), thus minimizing the 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 SelfHelp Services. Self-Help Support Services are the activities associated with IVR capabilities, out-of-prime-time voice messaging with guaranteed call-back response, Intranet-based automated Self-Help Support, etc. The following table identifies the SelfHelp 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 X AVS
1. Develop, document and maintain in the Standards and Procedures Manual Self-Help Support Provider procedures that meet AVS requirements and adhere to AVS policies 2. Review and approve Self-Help Support procedures 3. Implement Self-Help Support capabilities that enable End-Users to perform self-service including Password Resets. An AVS solution is currently being deployed, but the Service Provider is free to propose an alternate system that integrates with AVSs provisioning and LDAP solution 4. Develop and provide recommendations for improvements to Self-Help Support capabilities 5. Support self-service PC restore and backup capability, which will be provisioned directly by AVS with operational support by the Service Provider 6. Review and approve recommendations for improvements to Self-Help Support capabilities 7. Implement approved recommendations for improvements to Self-Help Support capabilities
X X
X X
X X
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4.1.6
Remote Device and Software Management
Remote Device and Software Management Services are the activities associated with managing, maintaining and trouble shooting devices and Software remotely over the Network to minimize 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 Provider X X AVS Remote Device and Software Management Roles and Responsibilities 1. Develop, document and maintain in the Standards and Procedures Manual Service Desk Remote Device and Software Management procedures that meet requirements and adhere to defined policies 2. Review and approve Remote Device and Software Management procedures 3. Resolve Incidents and diagnose underlying Problems using remotecontrol capability and when possible implement corrective actions to Resolve Problems. If Resolution is not possible, escalate per the escalation procedures. 4. Utilize remote controls to manage and update Software, and to maintain configuration and inventory information 5. Utilize remote control tools to manage and enforce compliance with standards 6. Assist in enabling the enforcement of compliance to standards and the appropriate optimization of devices and software X
X X X
4.1.7
Remote Software Deployment and Distribution Services
Software Deployment Services are the activities associated with deploying and managing software images. Software images include the set of components that comprise the suite of software programs used to build an AVS-defined standard end-user Device image(s), including Operating 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 the Deployment activities associated with the provision of the computing infrastructure. Currently, AVS utilizes Microsoft System Management Server (SMS) to distribute package for upgrade purposes, to a PC or thin-client system. Software packages for remote distribution may include operating system software, office productivity and messaging software, database software, security tools and patches, remote connectivity software, and remote management and deployment tools. Non-security and non critical patches are created and deployed on a monthly basis. Security patches and other critical patches are deployed as a high-priority as required. All patches are deployed according to AVS patch deployment process. Many of the patches are perpetual in nature, and all patches are also posted on AVS deployment servers for technical use as a pull-down as required. The following table identifies the remote software deployment and distribution services roles and responsibilities that Provider and AVS will perform.
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FEDERAL AVIATION ADMINISTRATION - AVIATION SAFETY (AVS) NATIONAL SERVICE DESK AND DESK-SIDE SUPPORT SERVICES STATEMENT OF OBJECTIVES DRAFT 07 FEBRUARY 2008 Table 12. Remote Software Deployment and Distribution Services Roles and Responsibilities Provider X X X X X X AVS
Remote Software Deployment and Distribution Services Roles and Responsibilities 1. Develop, document and maintain in the Standards and Procedures for remote software deployment and distribution services 2. Review and approve remote software deployment and distribution services procedures 3. Perform software build activities 4. Identify and test patches 5. Utilize remote control tools to distribute the packages 6. Ensure successful distribution and installation
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-user account activation, system and application access privileges, account changes and terminations, including: password / account setup and reset, remote access connectivity, e-mail accounts, end-user IDs, password resets, server and directory access rights, and elevation of local administration rights in compliance with AVS enterprise and line-of-business Human Resources (HR) policies and security policies. The following table identifies the End-User Administration roles and responsibilities that Provider and AVS will perform.
Table 13. End-User Administration Services Roles and Responsibilities Provider X X X X X X X AVS End-User Administration Services Roles and Responsibilities 1. Develop, document and maintain in the Standards and Procedures Manual End-User Administration Provider procedures that meet AVS requirements and adhere to AVS policies 2. Review and approve End-User Administration procedures 3. Receive, track and process requests for End-User account activation, changes and terminations 4. Coordinate End-User account administration, activation, changes and terminations (e.g., Password/account setup and Password Reset, remote access connectivity, e-mail accounts, End-User IDs) 5. Create, change and delete End-User accounts per requests, in accordance with AVS security policies 6. Coordinate as necessary with other specialized areas to manage EndUser accounts 7. Perform Password Resets as required, in accordance with AVSs security policies
4.1.9
Planning and Analysis
Planning and Analysis Services are the activities associated with providing AVS the most appropriate 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 will perform.
Table 14. Planning and Analysis Roles and Responsibilities Planning and Analysis Roles and Responsibilities 1. Identify and recommend Service Desk solution that best meets AVS business needs and expense/service level expectations 2. Review and approve recommended Service Desk solutions 3. Provide suggestions for continuous improvement of service desk services and integration with other service desks 4. Perform operational planning for Service Desk capacity and performance purposes 5. Determine transitional plan and issues regarding facilities, layout and integration with other non-consolidated Help Desks (e.g., other FAA support desks) 6. Perform analysis of AVS environment, including acquiring AVS management team feedback, to identify the appropriate sets of skills, training and experience needed by Service Desk staff X X X Provider X X AVS
4.1.10
Exchange and Depot Maintenance Services
AVS currently ships and receives Desk-side devices (laptops, desktops, tablets, etc.) from its Oklahoma City location. AVS would like the Service Provider service desk to assume this capability - 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) and retirement activities of in-scope assets. This includes the shipping and receiving of assets to remote end-users. This also includes the shipping of assets to third parties (e.g. Dell) for warranty repairs. All remote end-users with AVS-supplied assets shall be provided with Exchange 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 that Provider and AVS will perform.
Table 15. Exchange and Depot Maintenance Roles and Responsibilities Planning and Analysis Roles and Responsibilities 1. Identify and recommend Exchange and Depot Maintenance solution that best meets AVS business needs 2. Review and approve recommended Exchange and Depot Maintenance solution 3. Perform activities associated with depot operation for repairs (i.e., swapping) and retirement activities of in-scope assets (desktops, laptops, tablet PCs, etc.) 4. Execute shipping and receiving tasks for assets to remote end-users 5. Ship assets to third parties (e.g. Dell) for warranty repairs X Provider X X AVS
X X
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4.1.11
Service Desk Reporting
Service Desk Reporting Services are the activities associated with the preparation of and access to Service Desk reports that based on defined criteria. The following table identifies Service Desk Reporting Services roles and responsibilities that the Provider and AVS will perform.
Table 16. Service Desk Reporting Services Roles and Responsibilities Provider X X X AVS Service Desk Reporting Services Roles and Responsibilities 1. Recommend a list of Service Desk management reports 2. Review and approve list of Service Desk management reports 3. Report on Service Desk statistics and trends as specified in the Standards and Procedures Manual (e.g., Service Request volumes and trends by types of End-Users) 4. Report on trends in Service Requests indicating a need for training 5. Audit report results and Service Desk operations periodically 6. Provide online/portal access to AVS Service Desk reports X
X X
4.1.12
Documentation
The Service Providers Service Desk is expected to provide documentation services for all documentation used in the delivery of its services. Documentation services are the activities associated with developing, revising, archiving, maintaining, managing, reproducing, and distributing IT service area information (e.g., project planning materials, System design specifications, Procedures Manuals, operation guides, relevant performance metrics) in hard copy and electronic form. The Service Provider is expected to maintain, secure, back up and update a documentation library utilizing storage and access methodologies and technology appropriate for the document types 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-user computing devices at AVS local offices. Local office support services is intended to bring about enterprise-wide standardized support for End-user Devices across all AVS locations and to support individual and collective use in the business environment. Currently within AVS, all Tier 2 technical support for local office end-user Devices is provided by dedicated, onsite AVS personnel assigned to a specific local office. In some instances, there may 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 delivers continuously 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 will transfer all desk-side support services to the Service Provider within the five years of this contract. Therefore the Service Provider will be required to support two different service delivery models:
1. Full local office support In this case, Service Provider will have full responsibility for the
local 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 the initial scope of the work. Over the period of this contract more offices may be added to the scope as local AVS technical staff leave or transition to other AVS functions. The Service Provider may choose to have on-site presence in the office or dispatch support staff from nearby location as long as they can meet the specified Service level requirements. AVS is expecting 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 Provider will be requested to support a particular AVS office on a temporary basis if the local AVS support personnel are not available. 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, connectivity software, 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 with the provisioning and day-to-day management of the installed file, print and application servers at the local offices (currently the Washington DC metro area offices and Oklahoma City). Hardware includes all local network attached servers supporting shared-storage file systems, printers, copiers, scanners, fax machines, local storage devices, backup tapes etc. Software includes support of server operating systems and utilities that provide functionality to 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 the Washington 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 Provider AVS Local Office Roles and Responsibilities General Requirements 1. Recommend local desk-side and local sever support services and standards for supporting the AVS end user requirements and platform standards 2. Review and approve recommendations for services and standards for supporting the desktop/end users 3. Procure and own desktop and laptop hardware and software 4. Conduct pre-installation and site survey activities (e.g., Network connectivity, power, data jack preparation) in accordance with the procedures and specific Service Request 5. Deploy and manage desktop and laptop hardware and software (e.g. operating system, personal productivity and office automation software and services) 6. Deploy and manage network-attached printers, copiers, scanners, and fax devices 7. Deploy and manage locally attached printers, storage devices and miscellaneous peripherals 8. Perform and support hardware and software IMACs, re-installations, updates and downloads for in-scope end-user devices 9. Provide and support remote access services for AVS employees and its client end-users in mobile, remote, and home locations 10. Provide Tier 2 and 3 support for AVS personal productivity and office automation software 11. Provide problem determination and resolution for all in-scope devices 12. Provide Tier 2 and Tier 3 hardware and system software support for all in-scope hardware and software as coordinated through the Centralized Help Desk 13. Establish, procure, own and maintain appropriate equipment sparing requirements and spares inventory levels to meet Service Level Requirements for Desk-side Technical Support 14. Provide DISPATCH Break/Fix for in-scope end-user devices for hardware and system diagnosis and repair as coordinated through the Centralized Help Desk X X X X X
X X X X X X X X
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FEDERAL AVIATION ADMINISTRATION - AVIATION SAFETY (AVS) NATIONAL SERVICE DESK AND DESK-SIDE SUPPORT SERVICES STATEMENT OF OBJECTIVES DRAFT 07 FEBRUARY 2008 Local Office Roles and Responsibilities 15. Provide depot Break/Fix services for in-scope end-user devices for hardware and system diagnosis and repair as coordinated through the Centralized Help Desk 16. Coordinate service delivery with Consolidated Help Desk, as well as the Tier 2 support groups within each of the other service delivery areas 17. Define backup/recovery requirements 18. Purchase and manage paper/forms/consumables 19. Install consumables for printers Backup and Recovery 20. Recommend tape backup and recovery policy and standards 21. Approve tape backup and recovery policy and standards 22. Provide end-user data back-up, storage, and recovery services 23. Conduct regular tape backups for local file servers 24. Support recovery from backups as needed File, print and local application Server administration 25. Recommend server administration standards 26. Approve server administration standards 27. Perform server administration on all in-scope servers 28. Manage user accounts, disk space quotas and access control (OS, database, middleware, file systems, disk space, etc.) 29. Obtain End-User acknowledgment and satisfaction rating for completion of Service Request X X X X X X X X X X X Provider X AVS
X X X
5.0 Special Project Requirements

AVS may require additional support for specific projects in addition to provision of the Services specified in Section 4.0 and 5.0 of this SOO. AVS will request the offeror to provide support for below services on an as needed basis throughout the term of the contract. At this time, the Service Provider is only requested to provide labor rates to support special projects like the ones listed below. The contractual details for these services will be determined at the time of service request. Physical Asset Inventory activities associated with the validation of asset inventory available in the service desk tool (Remedy) and additional non-network assets at AVS locations. 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 of architectural, functional, performance, and security requirements that define the development, installation, and operational needs of new IT computing equipment and services, including compliance with regulatory and AVS policies.
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Design Specifications - activities and deliverables that translate the end-user and respective Eligible Customer information system requirements into detailed technical specifications. Engineering / Development - activities associated with the engineering and development of the technical infrastructure, tools and utilities that enhance the services. Integration and Testing - activities that ensure that all individual AVS infrastructure components configured with or added to the infrastructure work together cohesively to achieve intended results. Implementation and Migration - activities associated with the installation of new and upgraded hardware, software and Network components for system changes that AVS may require following successful completion of Transition activities. Technology Refreshment and Replenishment (TR&R) - activities associated with modernizing the IT infrastructure on a continual basis to ensure that the System components stay current with evolving industry-standard technology platforms. Training and Knowledge Transfer - provisioning of training for AVSs retained technical 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 all service facilities and IT infrastructure components (i.e., hardware and software) and data, 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, Capacity Management, Performance Management, Configuration Management, Change Management, Release Management, Training and Knowledge Transfer, and Security Service Delivery as part of 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. 2. 3. Decisions on technical architecture and business architecture will remain the responsibility of AVS. Procurement and ownership of end-user devices including phone systems will remain the responsibility of AVS. Procurement of all non-networked peripheral equipment dedicated for use by individual end-users (i.e., that is, locally attached printers, scanners, Zip drives, facsimile machines, et al.) will remain the responsibility of AVS. This includes all AVS user personally 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 AVS and AVS end-users. Personal productivity and office applications capability, policies including e-mail are retained by AVS. In-depth (Tier 3) support of AVS line-of-business applications will be the responsibility of AVS. Security Policy and Internet access Policy will be retained by AVS or its designee. Network Infrastructure will be maintained by AVS which includes switches (software upgrades), routers, bandwidth, etc. Personally-owned (i.e. not government-owned) hardware and software, except as it applies to providing support for external customers
5. 6. 7. 8. 9.
7.0 Transition Planning

Migration of AVS service desk and desk-side support services to Service Provider service desk will entail a period of transition to ensure that the expected quality of service and standards can be achieved. The transition process will include a due diligence and a Transition Plan implementation period. The due diligence activities conducted by the Service Provider shall be priced 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 integrate with 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 smooth and orderly transitions at the beginning and the end of contract periods. Milestones description and dates specific to the transition of Service Desk and Desk-side Support Services are to be provided 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 foregoing activities 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 level requirements 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 to meet/exceed the SLRs as per instruction in Section L. Further, offeror shall follow instructions in Section 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 service support to AVS to ensure true end-to-end service management. An OLA is an agreement that defines the interdependencies and interrelationships between two or more parties and assists with the provision of services and should contain targets that underpin those within specific service level commitments between the Service Provider and AVS to ensure that service level targets 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-side Support Service statistics and trends (e.g., open Incidents, SLA performance metrics, asset inventory, system configuration, etc.) in the form of an online Management Dashboard that is updated in near real-time frequency, as well as the ability to initiate and execute ad hoc reports against the data as needed. AVS also requires periodically surveying and reporting on end-user customer 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 Management reports, frequency of reports, and sample reports, as part of their response. The reports shall at the minimum cover all SLRs mentioned in Attachment [13].
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9.0 Attachment List and Descriptions

Table 18. Attachment Attachment [1] Attachment [2] Attachment [3] Attachment [4] Attachment [5] Attachment [6] Attachment [7] Attachment [8] Attachment [9] Attachment [10] Attachment [11] Attachment [12] Attachment [13] Attachment [14] Attachment [15] Attachment [16] Attachment [17] Attachment [18] Attachment List and Descriptions Description AVS Locations AVS HQ Help Desk Brochure AVS Support Central Applications AVS Standard Client Baseline AVS HQ Help Desk Work orders FY07 ASC Escalation Process Overview AVS-ALL-SYSTEMS-10-30-07 Information. FAA-AVS End-User Software Image - HQ FAA-AVS End-User Software Image - ATPCO RCISS Current Projects AVS SMS 2003 Standard Operating Procedures AVS Enterprise Network and Architecture Standards Service Level Requirements AVS HQ Help Desk Desktop Subtypes - Priorities AVS HQ Help Desk Network Subtypes Priorities FAA-AVS Facility Locations Metrics - HQ FAA-AVS Facility Locations Metrics -ATPCO AIR Help Desk Descriptions
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AVS Sevice Desk and Desk Side Support SOO

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FEDERAL AVIATION ADMINISTRATION - AVIATION SAFETY (AVS) NATIONAL SERVICE DESK AND DESK-SIDE SUPPORT SERVICES STATEMENT OF OBJECTIVES

DRAFT 07 February 2008

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

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

Confidential and Procurement Sensitive

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

Confidential and Procurement Sensitive

Confidential and Procurement Sensitive

AVS Offices and Services

Confidential and Procurement Sensitive

2.0 Scope of Infrastructure to Be Supported

AVS Current Environment

Confidential and Procurement Sensitive

AVS Client Device Overview

Confidential and Procurement Sensitive

Confidential and Procurement Sensitive

Call Volumes and Types

Confidential and Procurement Sensitive

Hardware and Software

Policies, Procedures and Standards

Confidential and Procurement Sensitive

Confidential and Procurement Sensitive

Key: Ramp-up Implement

Confidential and Procurement Sensitive

4.0 Service Desk and Desk-side Support Services Requirements

Single Point of Contact (SPOC)

Confidential and Procurement Sensitive

Service Management Tool

Confidential and Procurement Sensitive

Service Desk Operations and Administration

Service Request and Incident Management

Confidential and Procurement Sensitive

Confidential and Procurement Sensitive

Confidential and Procurement Sensitive

Remote Device and Software Management

Remote Software Deployment and Distribution Services

Confidential and Procurement Sensitive

Planning and Analysis

Confidential and Procurement Sensitive

Exchange and Depot Maintenance Services

Confidential and Procurement Sensitive

Service Desk Reporting

Local Office Support

Confidential and Procurement Sensitive

Confidential and Procurement Sensitive

Local Office Support Requirements

Confidential and Procurement Sensitive

5.0 Special Project Requirements

Confidential and Procurement Sensitive

6.0 Exceptions / Out of Scope

Confidential and Procurement Sensitive

7.0 Transition Planning

Confidential and Procurement Sensitive

8.0 Service Management

Standard Management Reports

Confidential and Procurement Sensitive

9.0 Attachment List and Descriptions

Confidential and Procurement Sensitive

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