APPENDIX 2A.1 TO SCHEDULE 2A Revision 1

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1 ATTACHMENT E APPENDIX 2A.1 TO SCHEDULE 2A Revision 1 IT SERVICE MANAGEMENT AND LIFE CYCLE MANAGEMENT TOOLS for COUNTY

2 This is Appendix 2A.1 (IT Service Management and Life Cycle Services Tools) to the Agreement between the County of Orange, CA ( County or the County ) and the Vendor ( Vendor ). Unless otherwise expressly defined herein, the capitalized terms used herein shall have the meaning assigned to them in Attachment A SOW Definitions. IT Service Management and Life Cycle Management Tools The Table below provides a listing and description of all Vendor ITSM tools, associated functionality and capabilities, standard reports and associated Service Area environments. This tool environment shall be supported and maintained by Vendor. Appendix 2A.1 to Schedule 2A ITSM and Life Cycle Management 2

3 . Table 1. IT Service Management and Life Cycle Services Tools IT Service Management and Life Project Management Microsoft Project 2010; County s approved portfolio management tool; SAIC CENTER tool suite SAIC will use the County s approved portfolio management tool to enter project data throughout the project s life cycle, as is done today. Portfolio data will also appear on a web portal. SAIC s PMs will use Microsoft Project to plan the schedule and resources required, track execution status and deviations, and report schedule status to the County. SAIC will also use SAIC s CENTER tool suite, which provides worker collaboration, document sharing, workflow, communication functions, and project reporting capabilities. KPI Monitoring & Reporting ServiceNow Reports Licensed ServiceNow process users will have near-realtime access to performance and trending data. SAIC s Service Management Suite (SMS) offers the follow features: Automated ing of recurring reports Dashboard views ofcurrent SLR and KPI performance Asset Management SMS configuration management database (CMDB) in ServiceNow, ServiceNow Reports SAIC will use SMS CMDB to track and report on the state of assets, including the Scope 2 assets as provided and maintained by the Data Network and Voice vendor. We will track all configuration items (CIs) in SMS (including licenses). We will perform data collection through SCCM and Belarc inspection or physical inventory. We will use ServiceNow Reports to report on assets. Software License Management SCCM SAIC will track all software licenses in SMS and SCCM. We will perform data collection through SCCM and Belarc inspection or physical inventory. IT Service Management and Life Cycle Services Reporting across all service areas, including the Scope 2 vendor Asset Management across all Software license management across all 3

4 County-accessible Single Portal ServiceNow along with County s approved portfolio management tool (project data), SAIC s CENTER portal The portal will provide a single entry point into all real-time SLR data, executive dashboard, trending and historical reports, financial and chargeback information, project and portfolio information, and documents and manuals for the County and its internal business customers. Data feeds into portal from service desk, IT Service Management and Life Cycle Services, projects, and other technical (including Scope 2 vendor information) 4

5 IT Service Management and Life Knowledge Management ServiceNow Reports Our knowledge management solution, which is integrated with the end-user facing web portal and SMS system, features the following: Knowledge life-cycle facilitation and enforcement FAQs Knowledge segregation (each user group sees only the data relevant to it) Natural language processing Learning searches (the more an article is used and rated, the more relevant the results become) Solution tree capability Glossary capability Article subscription and expiration Performance Management Monitoring of Service Area Component Resources (e.g., performance, utilization and efficiency) Financial/Chargeback Management and Invoicing Microsoft Office 2010; SAIC Timecharging System; SMS Microsoft Office 2010; Asset Management System Work charge numbers are assigned at various levels to track time against work packages, projects, and T&M services. Managers assess automated and manual data such as time spent on tasks, quality defects, and SLR data and issues and identify areas for improvement. Managers capture before and after metrics and report on improvements to the County. This system will collect a business s actual usage IT expenses to be invoiced monthly for the County to charge back to its internal business customers. The invoice will be structured as currently formatted for business customers. Knowledge Management across all All in scope IT Service Management and Life Cycle Services 5

6 IT Service Management and Life Incident/Problem Management Tracking Access Root Cause Analysis SMS ServiceNow Reports, SMS; monitoring tools described above Licensed IT personnel will have real-time access to view and update incidents and service requests. Our integrated support system delivers many features, including: Real-time ad hoc reporting Web-based system that allows access from anywhere Automated notifications regarding ticket assignment and status Custom searching Open ticket and queue management SLR and KPI tracking Fully auditable information Knowledge base integration Message Broker (ebonding solution for Scope 1 and 2 integration) Spectrum integration Central IT Service Desk Catalog integration Web portal integration ITIL-compliant architecture SAIC will use SMS and the data center monitoring tools to perform root cause analysis. We will use SMS and monitoring tools for ad hoc queries or analysis of real-time or historical data. Incident and problem management and tracking across all Root cause analysis across all Trending Analysis ServiceNow Reports Licensed ServiceNow process users will have near-realtime access to performance and trending data. SMS offers the follow features: Automated ing of recurring reports Ability to create ad hoc reports Ability to explore trending data by easily switching Configuration Management SMS CMDB in ServiceNow SMS will house the County s CMDB, including all relevant Scope 1 and Scope 2 assets. All licensed users will have access to view CIs. Dependency Mapping Microsoft Visio SAIC will use Visio to document service delivery process dependencies Trending analysis across all Configuration management across all Service delivery documentation across all. 6

7 IT Service Management and Life Change and Release Management Scheduling SMS; Forward Schedule of Change Licensed ServiceNow process users will have real-time visibility to submit and view the status of changes within the County s environment. The Forward Schedule of Change is a web-based calendar view of changes that will be fed by SMS. Account Management Active Directory Active Directory serves as the source of record for many County accounts and will be used to create and control access to the County s resources. Risk Management/Compliance Management Service Catalog/New Service Requests Microsoft Office 2010 This tool will provide risk and compliance management tables and data using internal SAIC-developed processes and templates. IT Service Management and Life Cycle Service Level Monitoring, Measurement and Reporting Tools Central IT Service Desk Catalog and ServiceNow Reports County users will use Central IT Service Desk Catalog to enter new service requests and track open requests. SAIC envisions a service request catalog enabling end users to easily place orders for accounts, equipment, and software. The catalog provides clear descriptions of services, options, and standardized pricing (initially populated with information from the County of Orange s Service Catalog), enabling customers to design service configurations to fit their budgets. The catalog enables organizations to define standard service offerings, levels, and options and to easily generate preapproved quotes. As an organization s requirements expand and as new applications and technologies come along, this strategy reduces costs and time and enables continual process improvements, which results in better services. Annual reviews of the Service Catalog are performed to ensure that the information contained therein is accurate and up to date. IT personnel will use SMS to resolve the service request. The system will use ServiceNow Reports to report on service requests. Change and release management and scheduling across all IT Service Management and Life Cycle Services, data center, and desktop Across all New service requests across all 7

8 IT Service Management and Life Incident Resolution SMS Licensed IT personnel will have real-time access to view and update incidents and service requests. Our integrated support system includes the following features: Real-time ad hoc reporting Tracking of all actions through timestamps that are fully auditable Provision of analysis and trending with ServiceNow Reports Backup and Restoration HP SAN, EMC SAN SAIC will provide nightly backups for the data. SAIC will provide a Data Support Service (SAN and backup services) solution using our long teaming relationship with EMC that will be based on EMC Technologies (VNX series SAN combined with Data Domain VTLs/Avamar). SAIC s integrated toolset will enable enterprise monitoring, using SolarWinds, and trigger incidents as appropriate. Incident resolution across all Backup and restoration across all 8