STATEMENT OF WORK LOS ANGELES COUNTY DEPARTMENT OF REGISTRAR-RECORDER/COUNTY CLERK. System Center Configuration Manager.

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1 STATEMENT OF WORK LOS ANGELES COUNTY DEPARTMENT OF REGISTRAR-RECORDER/COUNTY CLERK System Center Configuration Manager Statement of Work June 19, 2015

2 1.0 INTRODUCTION The purpose of this document is to define the requirements, deliverables, tasks, and scope of the work to be delivered by the CONTRACTOR to the Los Angeles County Department of Registrar- Recorder/County Clerk (RRCC). CONTRACTOR shall provide the services necessary to fully manage all tasks and subtasks in this Statement of Work (SOW) to successfully install, configure, test, and implement the Microsoft System Center Configuration Manager (SCCM). Services include the configuration of hardware, software, setup and Professional Services, including, but not limited to, all associated software and/or firmware, patches/fixes, and interfaces, post implementation support, technical and end-user transfer of knowledge. CONTRACTOR is responsible for all acts, and services required to provide RRCC with a fully operational system, in accordance with Microsoft Best Practices and Standards for the implementation of SCCM. Whether or not the acts or services required to do so are specifically identified as a task, subtask, or deliverable in this Statement of Work, and unless otherwise expressly stated, all work described in this Statement of Work shall be performed by CONTRACTOR. Formatted: Justified, Line spacing: Multiple 1.15 li 2.0 EXECUTIVE SUMMARY The Los Angeles County Registrar-Recorder/County Clerk (RRCC) Department supports an estimated 1,400 computing devices consisting of: desktops, laptops, tablets. Device management, which includes software and hardware updates, inventory management, security and software versioning are important functions in maintaining critical business services for department employees and customers. To support the department s critical business: Elections, Document Recording, and Vital Record Management, RRCC uses several different systems to secure and update devices, the goal of the department is to utilize a centrally managed system based on Microsoft System Center Configuration Manager (SCCM). RRCC is requesting implementation and project management services to deploy the Microsoft System Center Configuration Manager 2012 R2 System, for centralized device management. RRCC currently has a single forest Active Directory deployed with multiple domain controllers in various offsite locations throughout Los Angeles County. RRCC shall require a Microsoft Gold Certified System Center Configuration consultant and team to oversee the installation, configuration, deployment and implementation of SCCM on up to 1,400 computing devices, including the offsite locations throughout Los Angeles County. The fully configured system shall provide a complete inventory of software and hardware of all computing devices, inclusive of dashboards for Help Desk, Network Services, and Management to review the immediate status of customer devices and to remotely control, configure and manage devices, provide software and patch management distribution tools in a post implementation environment. The deployment shall include various types of output reports to be available for audit and inventory control; reporting shall also be used for the planning of software updates and upgrades and shall incorporate Microsoft SCCM System, Best Practices and Standards as part of the completed implementation. 3.0 PROJECT SCOPE RRCC is requesting the CONTRACTOR to include project: scoping, planning, setup, installation, testing, implementation and professional services as part of this statement of work (SOW), describes 2 Formatted: Justified, Line spacing: Multiple 1.15 li

3 the effort required to implement the Microsoft System Center Configuration Management System (SCCM). The implementation team must be able to assess the existing, current, server and computing device infrastructure and to guide the deployment of SCCM to an estimated 1,400 devices, while maintaining the security and stability of the infrastructure. Service deployment shall be required within a VMware virtualized infrastructure and the consultant/vendor must have demonstrated deployment expertise with SCCM within a vsphere v5.5, vcenter v5.5 system. The recommendations and deployment methodologies used by the consultant/vendor should incorporate existing RRCC systems such as McAfee Encryption and Anti-Virus, and system compatibility with a proposed system deployment of. The SCCM implementation shall also require integration with a proposed deployment of the Cherwell Service Management System (Cherwell SMS); SCCM implementation should be designed for the system integration with the Cherwell SMS. All previously mentioned systems must be integrated and must work concurrently, in a cohesive manner and without disruption to any installed or pending system implementations. Upon completion, the SCCM System must be demonstrated to RRCC IT Managers and IT Staff to work per Microsoft s stated specifications. Appropriate reporting and documentation to be recommended by the consultant/vendor with the final output reporting to be determined by RRCC IT Management. The SCCM implementation shall include a transfer of knowledge in using and managing the service. CONTRACTOR shall, deliver and/or transfer any and all documentation and licenses for software, firmware, utility programs, and any and all other software provided by the manufacturer as well as warranties. CONTRACTOR consultant shall lead the project as the Project Manager over a team that may include RRCC supervisors/staff. The CONTRACTOR shall oversee the installation, configuration, deployment and implementation of SCCM on up to 1,400 computing devices, including the offsite locations throughout Los Angeles County. The fully configured system shall provide a complete inventory of software and hardware of all computing devices, inclusive of dashboards for Help Desk, Network Services, and Management to review the immediate status of customer devices and to remotely control, configure and manage devices, provide software and patch management distribution tools in a post implementation environment. The deployment shall include various types of output reports to be available for audit and inventory control; reporting shall also be used for the planning of software updates and upgrades and shall incorporate Microsoft SCCM System, Best Practices and Standards as part of the completed implementation within the existing RRCC infrastructure 3.1 Vendor Certifications All scoping, planning, setup, installation, testing, implementation and professional services, listed in EXHIBIT A must be completed by CONTRACTOR with the following minimum qualification credentials: CONTRACTOR must be an authorized VMware Premier Solutions Provider and must hold a VMware Certified Professional Certification ( VCP ). CONTRACTOR and/or Consultant must be a Cisco Gold Partner. CONTRACTOR must hold Specializations in Advanced Data Center Architecture and Advanced Data Center Networking Infrastructure certifications with a Cisco Certified Internetworking Engineer ( CCIE ) certification. CONTRACTOR must be an authorized Hewlett Packard Partner Specialist Designation in Enterprise Storage Solutions, NetApp Star Partner, NetApp 3

4 Authorized Professional Services Partner, Engineers with Hewlett Packard s Master Accredited Systems Engineer Storage Solutions, NetApp Certified Data Management Administrator ( NCDA ). Other certifications may not be substituted. In the event that technical support or other services are required during or after the SCCM project deployment, due to problems resulting from this project, one of CONTRACTOR s Cisco Gold Partner with Cisco Master Specialization Cloud Builder, Advanced Data Center Architecture, Advanced Data Center Networking Infrastructure certification, Cisco Certified Internetworking Engineer ( CCIE ) certification must be able to respond onsite within four hours for diagnosis and problem resolution or escalation. If the event requires assistance due to the connectivity between SCCM and the EVA or NetApp Storage, then, CONTRACTOR must provide a Consultant that has expertise and hold a Hewlett Packard s Master Accredited Systems Engineer Storage Solutions, NetApp Certified Design Architect; Technical Engineer or Consultant must also be able to respond onsite for diagnosis and problem resolution or escalation and problem resolution. 3.2 Project Scoping and Planning CONTRACTOR shall meet with the RRCC Network Team, at the RRCC Headquarters Office, located at Imperial Hwy, Norwalk, CA 90650, to identify customer and vendor resources and contacts. CONTRACTOR shall perform site readiness assessment ensuring hardware and software environments are ready for project commencement, perform requirement gathering and final design sessions in preparation for writing transfer of knowledge documentation. Further, CONTRACTOR shall perform a site readiness assessment ensuring hardware environment is ready for project initiation. CONTRACTOR and RRCC must also agree upon versions of software and/or firmware, if required. CONTRACTOR must also review, agree upon and document any questions with respect to VMware, vcenter or RRCC VLAN configurations that are required before commencement of the project. The CONTRACOR shall meet with the RRCC IT Managers and Network Team to provide an overview of project and scope. CONTRACTOR shall provide a presentation to RRCC Management that provides the overview of the deployment plan, in addition, shall provide related documentation that fully describes the deployment plan with proposed milestone dates. CONTRACTOR shall prepare a Project Plan, Gantt Chart with defined tasks, and Project Milestone list with applicable critical milestone dates. CONTRACTOR shall identify Customer and CONTRACTOR Action Items and shall confirm, in writing, the roles and responsibilities of the CONTRACTOR. 4

5 3.3 Professional Services Formatted: Justified, Space After: 0 pt PHASE I 1.1 SERVICES The Services that vendor and/or subcontractor shall provide shall include: Phase 1: SCCM Design & Planning Tasks Conduct a project kick-off meeting Discovery o Prepare a detailed inventory of all physical servers, virtual machines, operating systems and applications to be monitored o Determine the use of best practices with the current environment o Research current processes and connectivity Personnel Requirements Gathering o Interview administrative personnel and subset of end users o Interview Business Stake holders for requirements, planning, strategy Infrastructure o Review best practices with Customer o Review proposed SCCM infrastructure design o Assess SCCM and Reporting SQL architecture and planning considerations Server configuration Database settings Disk I/O configuration Sizing and planning o Design and document SCCM and Reporting SQL hardware and topological configurations o Design and document the SQL requirements for all required highly available SQL database environments o Assess Active Directory services, Domain, Sites as it pertains to SCCM implementation Users (meta-data) Computers Printers o Document required service accounts to be used SCCM Solution Features o Management Point Servers, Distributions Points Shares, in terms of health, performance and load readiness. o Assess configuration of individual features: Agent Configuration Software Distribution 5

6 Hardware & Software Inventory Software Updates Operating System Deployment o Demonstrate Cherwell System integration readiness Provide a detailed project plan for all remaining phases of the project Troubleshooting of Active Directory may be needed to necessitate the installation and configuration of SCCM. Active Directory configuration and data population to be reviewed and adapted to provide a thorough and accurate installation of SCCM. PHASE I - Completion Criteria Detailed Design Documents completed and delivered to and approved by the RRCC Department Detailed Project Plan completed and delivered to and approved by the RRCC Department A Milestone and Timeline Document to be prepared in advance and approved by the RRCC Department in preparation for the SCCM implementation. PHASE II Phase 2: SCCM Installation & Point-of-Concept Validation Prerequisites All prior phases are complete Appropriate Microsoft Licenses, Media, and License keys have been procured Servers and storage provisioned according to the documented prerequisites SQL Server installed Tasks Configure SQL for the SCCM environment Infrastructure o Install and configure System Center Configuration Manager 2012 R2 on the primary site server as per design and deploy SCCM at RRCC Branch Offices. o Implement the following Site System Roles for Point-of-Concept: Primary Site Server (1) Management Point Site Server (1) Fallback Site Server (1) Distribution Points (up to 1) o Implement the following Hierarchy Configurations: Active Directory System Discovery Active Directory User Discovery Site Boundaries and Boundary Groups o Implement Agent deployment for Point-of-Concept Group Client push installation settings for installation of SCCM 2012 agents Deploy agent to Workstations (up to 1,400) 6

7 Deploy agent to Servers (up to 10) Solution Feature Deployment o Prepare Client Settings o Prepare Server Settings Conduct Point-of-Concept Validation of SCCM functionality with up to 1,400 workstations and 10 servers. A sampling of workstations in different physical locations should be included in the Point-of-Concept. Point-of-Concept activities include: o Validate hardware / software inventory features and reporting o Test / validate Distribution Point o Test / validate Fallback Point o Test / validate backup of SCCM Demonstrate SCCM 2012 features to RRCC IT Managers, IT Supervisors and Network Team staff. Provide training on System Center Configuration Manager features deployed. This shall include working with the RRCC Department assigned staff during the engagement. Completion Criteria Successful installation of Systems Center Configuration Manager Successful Point-of-Concept of the SCCM functions listed above Provide a Design and Implementation Project Report PHASE III Phase 3: SCCM Point-of-Concept to Production Validation Prerequisites Access to operational SCCM 2012 environment RRCC Department is prepared and ready to begin the Production SCCM Client deployment Validate the Point-of-Concept Site is ready to migrate to Production Assist the RRCC Department in formulating and documenting a rollout plan Assist in moving servers from Point-of-Concept zone to Production Assist in the deployment of SCCM distribution points to all remaining offices or locations where an SCCM Distribution Point is required Assist in the deployment of SCCM agents to all remaining client workstations (up to 1,400) Assist in the deployment of SCCM agents to all remaining servers (up to 100) Refine and deliver the Validation Specification Document complete with acceptance testing Provide support as issues arise for up to two weeks after the full agent push to all workstations and servers 7

8 Completion Criteria A rollout plan and support services have been provided to the RRCC Department for deploying the SCCM Client to all workstations and servers in the organization PHASE IV Phase 4: Documentation & Training Prerequisites All prior phases are complete Tasks Collect final configuration information Document the deployed SCCM environment as the final end-state configuration Provide detailed Visio diagrams for RRCC Department Review documentation and final configuration with RRCC Department Document suggestions for future improvement and optimization as appropriate Completion Criteria Documentation has been delivered and reviewed with the RRCC Department and approved by RRCC Department Project to be completed, no later than August 31, DELIVERABLES 1.2 DELIVERABLES Deliverables shall include all services described in the above sections. Notwithstanding anything to the contrary set forth herein: (i) RRCC shall have the right to retain a copy of any work product of its personnel for its records; (ii) as part of RRCC provision of the Services hereunder, RRCC may utilize proprietary works of authorship, pre-existing or otherwise, that have not been created specifically for RRCC Department, including without limitation computer programs, methodologies, templates flowcharts, architecture designs, tools, specifications, drawings, sketches, models, samples, records and documentation, as well as copyrights, trademarks, service marks, ideas, concepts, know-how, techniques, knowledge or data, and any derivatives thereof, which have been originated, developed or purchased by RRCC, a parent or affiliated company of RRCC, or by third parties under contract to RRCC or to a parent or affiliated company of RRCC (all of the foregoing, collectively, RRCC Information ); and (iii) RRCC Information and RRCC administrative communications, records, files and working papers relating to the Services shall remain the sole and exclusive property of RRCC. Notwithstanding anything contained herein to the contrary, RRCC shall retain rights in such proprietary products, materials and methodologies of RRCC or any third parties. 8

9 1.3 PROJECT LOCATION Unless otherwise specified elsewhere in this SOW, all on-site Services shall be performed at RRCC Department s facilities located at the following location(s) ( RRCC Department Site ): Imperial Highway Norwalk, CA PROJECT MANAGER The RRCC Project Coordinator, with work with the CONTRACTOR Project Manager (PM) to: Serve as primary point of contact on project issues, scheduling, and RRCC Department satisfaction concerns Complete Change Request documentation as required Schedule and coordinate the necessary resources to support the project Identify, escalate, and document project issues as necessary Schedule and conduct team update/status meetings Prepare and deliver completion documentation for acceptance TESTING PHASE Following the installation of the SCCM System, connectivity to the service, server, workstations and Disaster Recovery or Failover solution(s) shall be tested to confirm that the deployed system operates in the prescribed manner and at a minimum, based on Microsoft SCCM Best Practices and industrywide standards. The VENDOR shall provide a Project wrap-up meeting at the conclusion of this Project, in-person. Following RRCC Department s acceptance of all deliverables under this SOW, RRCC shall provide the vendor an executed Milestone and Services Completion Letter. Hours of installation: Monday-Friday, 9:00am to 4:00pm or alternate schedule by mutual agreement between the RRCC and the SCCM Consultant/Vendor. Site preparation: Work may be completed between 8:00a.m. to 5:00p.m., Monday through Friday with pre-approval of scheduling from RRCC staff or Management. Any disruptive work that affects access to the Data Center and/or Storage Area Network (SAN) or attached production servers shall be scheduled for after business hours or weekend hours at the discretion of RRCC staff or Management and to be planned and/or scheduled in advance. 9

10 Exhibit A Software, Service & Warranty Software Microsoft System Center Configuration Manager 2012 R2 software to be provided by the RRCC Department including all upgrades, patches, licensing for servers and computers. Symantec IT Management Suite 7.6 (Altiris ) to be provided by the RRCC Department including all upgrades, patches, licensing for servers and computers. Cherwell Service Management System integration requirements to be provided by the RRCC and Internal Service Department(s) (ISD) including access to system documentation and information as it relates to the integration of SCCM with the ISD Cherwell SMS. Services A list to be provided to the CONTRACTOR of all servers, workstations, desktop, laptop and tablet computers to be included in the system deployment by RRCC staff. RRCC staff will work with the CONTRACTOR at the required RRCC Branch office locations, as designated by IT Management. Warranty CONTRACTOR warrants that the Microsoft System Center Configuration Manager shall work as scoped, designed and implemented; additional availability of the vendor, onsite or by phone to address any latent issues for a period of one month following the implementation. 10