General Roles and Responsibilities - National Business Center ...

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18 Νοε 2013 (πριν από 3 χρόνια και 6 μήνες)

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Department of the Interior (DOI)



ATTACHMENT 05

Managed Desktop Services


Operations and Administration
Task Order

Supporting DOI










Contents

1.0

Desktop Support Services Task 2:
Operations and Administration

................................
.................

3

1.1

General Roles and Responsibilities

................................
................................
............................

3

1.1.1

Functional Requirements

................................
................................
................................
......

4

1.2

Operations and Administration Desktop Services (day
-
to
-
day activities)

................................
....

4

1.2.1

Deliverables

................................
................................
................................
...........................

4


1.0

Desktop Support Services
:
Operations and
Administration

This call defines the roles and responsibilities of t
he contractor

in

performing

the following technical
efforts:

1.1

General Roles
and Responsibilities

Desktop

Management provides a multi
-
channel, single
-
point
-
of
-
contact to meet the support needs of
the user community, principally through the management of user
I
ncidents and service requests.

It
provides for desk
-
side
support

and
A
sse
t
M
anagement for all end
-
user devices including users located in
Federal buildings and remote/home
-
users.

Components of
End
-
user

Management include:

a.

Tier 2
Desk

side support for all Headquarters and Regional offices
:

a hybrid model of on
-
site
and technicia
n/dispatch

including break
-
fix, installations, and move
-
add
-
change.


b.

Tier 3 Advanced support for all Headquarters and Regional offices for end
-
user problems that
cannot be resolved through Tier I or Tier 2 actions. Tier 3 support may involve
vendor/manufa
cturer subject matter experts or in
-
depth analysis by the contractor and/or
DOI personnel.

c.

Dispatch and end
-
to
-
end ticket management
(and monitoring, reporting)
for
I
ncidents
escalated to Tier
2 (Desk side Support)
and Tier 3

(
third party vendor or enginee
r)
.

d.

Asset provisioning, configuration, deployment, warranty management, tagging, refresh, and
disposal management.

e.

A highly accurate, maintained asset inventory,
end
-
to
-
end
asset management

process
, and
accessible
information database

with automated, on
-
de
mand management reporting
.


Desktop Support

provides for all life cycle activities associated with the provisioning, operational
logistics, and support of infrastructure computing devices as well as portable and standalone personal
computer/workstation com
puting devices used by
DOI

personnel
and
affiliated customers (e.g. State,
other federal)
, based on approved architecture and security standards and practices
.

Specifically, excluded from this requirement are:

a.

Tier 0

Service Desk support: includes the admi
nistrative management of a Remedy
-
based
technology portal to provide self
-
help resolutions, workarounds and instructions to the end
-
user based on error symptoms or data requests.

b.

Tier 1 Service Desk support 24x7x365
:

us
es

a high
-
tech, low
-
touch approach
i
ncluding
electronic web submission, live answer and remote access
to address service requests and
resolve user incidents.


The following table identifies General Roles and
Responsibilities

associated with
in

this
SOW
.

An “X” is
placed in the column under the Party that will be responsible for performing the task.
Contracto
r
responsibilities are
indicated in the column labeled “Contractor.”

1.1.1


F
unctional Requirements

The
Contractor
’s

solution must address the following req
uirements:

1.

The
Contractor
's personnel
will have appropriate
cer
tifications

in the OEM hardware and software

in
use at DOI, e.g., Dell, Microsoft Windows and Office, Oracle Client
.

2.

The
Contractor
’s
shall ensure that all contract
personnel
develop a thorough

working knowledge of
the DOI desktop
environment, business functions,
the
business applications being supported,
and
the
organization
al

culture of
the DOI

site(s) they support.


1.2

Operations and Administration Desktop Services (day
-
to
-
day activities)

Curren
tly, the
Customer Support Center (CSC) Tier 1 staff will serve as a first line point of contact to
help
DOI

users located throughout the Continental US, Alaska, and US Territories to resolve all IT
-
related
issues. The CSC receives all user IT
-
related is
sues via phone, email, and/or in
-
person and shall ensure
that the user’s issues are logged into
DOI
’s Remedy Problem management system software. The CSC
will attempt to resolve the issue (Tier 1) immediately if time permits. If the CSC cannot resolve the

issue
the CSC will collect required information from the user, determine the request priority based on
DOI

policy, and assign the issue to the appropriate level/personnel (Tier 2). The CSC will track the status of
all issues

and will notify the user of a
ny status changes up to and including final issue resolution.
The
CSC Tier 1 shall be staffed with on
-
site personnel to ensure user support coverage is available Monday
through Friday (excluding federal holidays)
7
:00 am to
7
:30 PM
ET. Outside of those h
ours, contacts are
answered by the IT Data Operations group. The contractor is expected to provide onsite support for
7:am ET through 7:30pm ET

for this optional task. The Desktop Support services task requires on
-
site
Tier 2 and Tier 3 support beginning
at 7:00 AM local time through 6:00 PM local time.

Additionally, the
DC
-
based Desktop support group will provide on
-
site personnel on Saturday and Sundays from 7:00 AM


5:00 PM ET.

The Operations and Administration Desktop Services task includes all the day
-
to
-
day activities related to
providing Tier 2 desktop support services. This includes effective and efficient integration with existing
personnel staffing the CSC Tier 1 Helpdesk

as well as the Tier 3 server and application support
personnel.


1.2.1

Deliverables

1.

Establish, in concert with the Government, effective and enforceable Operating
Level Agreements (OLAs) between the existing CSC Tier 1 Helpdesk and various Tier
3 System Admin
istration and Application support groups. OLAs will be presented to
the Government for approval within 30 days of contract award.

2.

Provide courteous and timely in
-
person, phone, and email contact for end users
within established Service Level Agreement tim
elines. This deliverable will be
measured by a customer survey response. Customer surveys are distributed
automatically as incidents are resolved.

These
surveys are managed by the CSC.

3.

Provide knowledgeable and effective technical support (Tier 2) for
business
applications, and operating systems used by
DOI

end users. This deliverable will be
measured by a customer survey done every six months.

4.

Provide timely and accurate data entry of all problem requests and resolutions into
DOI
’s Problem management

software
-

user request tracking, as required.

5.

Effectively communicate verbally and in writing with
DOI

staff on issues including:
systems status, problem resolution status, and end
-
user roles and responsibilities
(including DOI security requirements for
data, file, application and system password
protection

6.

Prepare and deliver to the COR by Monday of the following week, a Weekly Desktop
Support Open Call report for the previous week.

7.

Prepare and deliver to the COR by the 5
th

business day of the next month, a Monthly
Desktop Task Completion summary report for the previous month.

8.

Troubleshoot and resolve technical issues involving PC workstations
, Blackberry
handheld devices, other mobile devices

and associated peripheral devic
es.

9.

Provide end user desk side technical support and problem resolution assistance.

10.

Perform annual desktop/laptop refresh activities for the OS &
DOI

11.

Develop and document all desktop support activities/tasks in
DOI

Standard
Operating Procedure format.


The following table identifies the roles and
responsibilities

the
Contractor

and
DOI

will perform:

O&A Desktop Services
General Roles and Responsibilities

Contractor

DOI

1.

Deploy and manage
desktop
and laptop hardware (including display and attached
peripherals)
, blackberry handheld devices, other mobile devices,

and Software (e.g.,
operating system, personal productivity, office automation Software, and Modal
Applications residing on
users

devices)

X


2.

Deploy and manage locally attached/network
printers, storage devices and
miscellaneous peripherals

X


3.

M
anage
Desktop

data backup, storage and recovery Services

X


4.

Support remote access Services for
DOI

personnel in remote and home locations

X


5.

Provide
Tier

2 support for in
-
scope Software as coor
dinated through the Service
Desk

X


6.

Provide
desktop
/laptop Break/Fix and
Tier

2 support for in
-
scope Hardware as
coordinated through the Service Desk

X


7.

Provide server Break/Fix and
Tier

2 hardware and system Software support as
coordinated through the Service Desk

X


8.

Provide Incident determination, Root Cause Analysis and Resolution

X


9.

Manage
all u
ser
s’

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

X


O&A Desktop Services
General Roles and Responsibilities

Contractor

DOI

10.

Provide Training for Seat related products, shrink
-
wrap software, Security
Awareness, use of self
-
help, and access to services (e.g. Service Desk
, Product and
Service Catalog, reports)

X


11.

Provide Problem Root Cause Analysis as Needed

X



The
Contractor

shall provide operations support of a
Service

Desk
that

supports:



Second Level support (
problem resolution, initial diagnosis, triage,
escalation
within the
helpdesk or hand
-
off to other support personnel), and



Third level support (
problem resolution, e
scalation to other functional groups, subject matter
personnel, or 3rd parties).



Service requests (requests to install, move, add, or change an end
-
u
ser’s service,
implementation and resolution).

The following table
s

identify the roles and
responsibilities

the
Contractor

and
DOI

will perform:

Operations and Administration Roles and Responsibilities

Contractor

DOI

1.

Attempt to resolve problems on the first call
when escalated to Tier 2 or Tier 3
in
accordance with the Procedures Manual.

X


2.

Resolve Incidents and diagnose underlying Problems using remote
-
control/management capability and when possible implement correct
ive actions to
resolve problems. If Resolution is not possible, escalate per the escalation
procedures in the Procedures Manual.

X


3.

Provide
Tier
2 and 3 support for Applications Software on the supported applications
list

X


4.

Provide
Tier
2 Support that
addresses issues of a more technical or specialized
nature and are the result of following an escalation procedure by the
Tier

1
CSC
.

X


5.

Provide details of approvals for service requests, and complete approvals in a timely
manner.


X

6.

Assist
Desktop u
sers

with questions relating to functionality and use of operating
systems and applications

X


7.

Document solutions to resolved incidents in knowledge database

X


8.

Maintain current and historical records of all calls and the resolution of those calls up
for the

life of the contract

X


9.

Provide dispatch for in
-
scope
Desktop
hardware devices and system diagnosis and
repair as coordinated through the
Contractor

Service

Desk

X


10.

A
dminister Software tools

such as SMS and SCCM, and Remedy

X


11.

Support users employing the Service and Product Catalog

X


12.

Support new technologies (hardware and software) within two months of
DOI
's
notification to
Contractor

that such technology is to be implemented unless a
different timeframe is mutually agreed.

X


13.

Provide Upgrades to the Baseline Images for additional software to keep up to date
with current technologies

X


Operations and Administration Roles and Responsibilities

Contractor

DOI

14.

Configure, deploy, and install replacement and refreshed hardware

X


15.

Provide Mitigation and Remediation Plan for Unresolved Problems

X


16.

Provide Problem Root Cause Analysis as Needed

X



Service Request Resolution

Roles and Responsibilities

Contractor

DOI

1.

Provide Problem determination and resolution for all in
-
scope devices

X


2.

Resolve Incidents within prescribed time limits
at

Tier
2 or

3 as required

X


3.

Provide authorization for closing of Service Requests and Incidents

X


4.

Send Service Requests and Incident Closure notices per
DOI

policies

X


5.

Ensure that inventory and configuration management records are updated to reflect
completed

Service Requests (IMACs, and others)

X


6.

Identify Incident characteri
stics and root cause for Tier 2 and 3
Incidents

X


7.

Monitor Incidents ( Trouble Tickets) and escalate
for Tier 2 and 3
per policies and
procedures until resolution and End
-
User
Satisfaction

X


8.

Troubleshoot Incidents using the
Contractor
’s knowledge databases and/or Third
Party knowledge databases (e.g., application vendor knowledge databases)

X


9.

Troubleshoot, diagnose and resolve Incidents for devices, including removing and/or
repairing physically broken or inoperable devices

X


10.

Verify acceptance of Services by contacting the End
-
User to confirm results and
level of End
-
User Satisfaction

X


11.

Provide Problem Root Cause Analysis as Needed

X



Remote
Desktop Services

Roles and Responsibilities

Contractor

DOI

1.

Implement, manage, maintain and support remote software distribution software

X


2.

Diagnose Problems using remote control capability and
when possible implement
corrective actions to resolve Problems. If resolution is not possible escalate per the
escalation procedures

X


3.

Support
DOI

personnel in remote or home locations

X


4.

Utilize remote control tools to manage and enforce compliance wit
h configuration
management standards

X


5.

Utilize remote controls to manage and update
remote desktop

system software,
patching, security updates,
and to maintain configuration and inventory information

X


6.

Assist in enabling the enforcement of compliance to configuration management
standards and the appropriate optimization at the
End
-
user

X


7.

Provide Problem Root Cause Analysis as Needed

X



End
-
User
Desktop
Administration Services Roles and
Responsibilities

Contractor

DOI

1.

Coordinate as necessary with other
locations

of Service or project
s

to manage End
-
User accounts

X


End
-
User
Desktop
Administration Services Roles and
Responsibilities

Contractor

DOI

2.

Coordinate employee End
-
User account administration, activation, changes and
terminations, including: password/account
setup and reset, remote access
connectivity

X


3.

Create, change and delete End User accounts per Service Requests in accordance
with
DOI

security policies

X


4.

Approve end
-
user requests for file restoration for DOI DMS applications

X


5.

Support end
-
user
requested file restoration

for DOI DMS a
pplications

X


6.

Receive and track Service Requests for End
-
User account activation, changes and
terminations

X


7.

Reset passwords as required in accordance with
DOI

security policies

X


8.

Obtain End
-
User acknowledgment

for completion of Service Request

X


9.

Provide Problem Root Cause Analysis as Needed

X



Exception Requests Roles and Responsibilities

Contractor

DOI

1.

Receive
Request for Service
from the

Ticket system

and implement as appropriate

X


2.

Provide Request for

Service status to requestor when in process

X


3.

Provide Request for Service status to requestor when approved

X


4.

Provide Problem Root Cause Analysis as Needed

X



Software Image Build and Deployment Roles and Responsibilities

Contractor

DOI

1.

Build
DOI

Application Software Image

X


2.

Conduct testing of Application Software Image(s) to validate that they perform in
accordance with the approved Specifications and can be deployed successfully and
operate with all supported applications, hardware and
Software

X


3.

Electronically or manually deploy approved Application Software Image(s) on
applicable devices

X


4.

Maintain security and software patches are updated and rolled out in the baseline
images

X


5.

Provide Problem Root Cause Analysis as Needed

X


6.

Build Core Software Images for devices

X


7.

Conduct testing of Application Software Image(s) to validate perform
ance in
accordance with
approved Specifications and can be deployed successfully and
operate with all supported applications, hardware and
Software

X


8.

Administer

Remote Desktop support
utilities/tools to maintain and ensure
compliance with Core Software Image deployment/management policies and
procedures

X


9.

Provide technical assistance for defining Application Software Image Specifications
and deployment plans

X


10.

Build
DOI

Application Software Image

X


11.

Electronically or manually deploy approved Application Software Image(s) on
applicable devices

X


Software Image Build and Deployment Roles and Responsibilities

Contractor

DOI

12.

Identify, escalate (e.g.,
Tier

2

and 3
escalation), manage resolution and close
Incidents

for Tier 2 and 3

X


13.

Provide technical assistance for defining Application Software Image Specifications
and deployment plans

X


14.

Provide technical assistance for defining Core Software Image(s) Specifications for
desktop
, laptops, servers and other
in
-
scope Devices

X


15.

Conduct system
-
level and testing of Core Software Image(s) to validate that they
perform in accordance with the approved Specifications and can be deployed
successfully and operate with all supported applications, hardware and Software

X


16.

Deploy approved Core Software Image(s) on applicable devices and servers

X


17.

A
dminister Software distribution tools

X


18.

Recreate End
-
User environment to previous state including base build plus all End
-
User
-
specific features, functions and
applications, as required

X


19.

Automate Core Software Image deployment processes (e.g., remote electronic
upgrading of images)

X


Table

1.

Install
s
, Moves, Adds, Changes (IMACs) Roles and Responsibilities

Install
s
, Moves, Adds, Changes (IMAC) Roles and
Responsibilities

Contractor

DOI

1.

Build, configure and test the system in accordance with the standard
hardware configuration(s) and software Image and in accordance with
the procedures and specific Service Request

X


2.

Conduct pre
-
installation and site
survey activities (e.g., network
connectivity, power, data jack preparation) in accordance with the
procedures and specific Service Request

X


3.

Perform hardware and Software IMAC and re
-
installations in accordance
with the specific Service Request, procedu
res and other application
policies (e.g., security policies)

X


4.

Conduct data and application migration that is necessary due to any
hardware or Software IMAC and re
-
installations

X


5.

Update all cross
-
functional management tools (e.g., asset management
database) with required data and close an IMAC Service Request

X


6.

Provide basic End
-
User or technical staff orientation as needed when
installing a new
desktop
/laptop

X


7.

Coordinate wit
h Service Desk and all other necessary Provider, Third
-
Party and
DOI

support organizations to manage all IMAC Service
Requests to Resolution and Closure

X


8.

Update Asset Records for all Installations, Moves, Adds, Changes, De
-
installations

X


9.

Provide
Problem Root Cause Analysis as Needed

X


Table

2.

On
-
Site Technical Support Roles
and

Responsibilities

On
-
Site Technical Support Roles and Responsibilities

Contractor

DOI

1.

Coordinate with the Service Desk and all other necessary Provider,
Third
-
Party and
DOI

support organizations to manage all On
-
Site
Technical Support requests to Resolution and Closure

X


On
-
Site Technical Support Roles and Responsibilities

Contractor

DOI

2.

Coordinate with End User or other site staff to schedule On
-
Site
Technical Support visit in response to an escalated Incident or Service
Request

X


3.

Dispatch appropriate
Tier

2 or engage 3 technician(s) in response to an
escalated Incident or Service Request

X


4.

Troubleshoot, diagnose and Resolve Incidents for devices, including
removing and/or repairing physically broken or inoperable devices or
serv
ers

X


5.

Obtain End User acknowledgment for completion of Service Request

X


6.

Provide Problem Root Cause Analysis as Needed

X