COUNTY OF ORANGE, CA Schedule 2G Desktop Support SOW SCHEDULE 2G DESKTOP SUPPORT SOW. for. Date TBD

Transcription

1 COUNTY OF ORANGE, CA Schedule 2G Desktop Support SOW SCHEDULE 2G DESKTOP SUPPORT SOW for COUNTY OF ORANGE, CA Date TBD

2 COUNTY OF ORANGE, CA Schedule 2G Desktop Support SOW Table of Contents 1.0 Desktop Support Services Overview and Service Objectives Desktop Support Services Overview Service Objectives Desktop Support Services Requirements Service Descriptions and Roles & Responsibilities Service Environment Scope of the Infrastructure to be Supported Baseline Information Service Level Requirements Objectives Service Level Requirements (SLRs) Reports Referenced MSA Appendices and Schedules... 9 List of Tables Table 1. General Roles and Responsibilities...2 Table 2. Core Software Image Build and Deployment Roles and Responsibilities...3 Table 3. Application Software Image Build and Deployment Services Roles and Responsibilities...4 Table 4. Install, Moves, Adds, Changes and Disposals (IMACDs) Roles and Responsibilities...5 Table 5. On-Site Technical Support Services Roles and Responsibilities...6 Table 6. Software Installation SLR...8 Table 7. Install, Moves, Adds, Changes and Disposal...8 Table 8. Desktop Support Services Reports...9 Date TBD Page i

3 This is Schedule 2G (Desktop Support SOW) to the Agreement between the of Orange, CA ( or the ) and the. Unless otherwise expressly defined herein, the capitalized terms used herein shall have the meaning assigned to them in Attachment A (SOW Definitions). 1.0 Desktop Support Services Overview and Service Objectives 1.1 Desktop Support Services Overview This Schedule 2G (Desktop Support Services SOW) is the Statement of Work (or SOW ) that sets forth the roles and responsibilities of the Parties for the Desktop Support Services provided under the Agreement as part of the Services. Desktop Support Services are the services and activities, as further detailed in this SOW, required to provide and support the s defined desktop computing environment and meet Service Level Requirements (SLRs). The shall provide services that include: Desktop and laptop/notebook computing hardware devices and associated system Software Business productivity Software that are part of the s standard approved computing image(s) Network-attached devices (e.g., printers, scanners, multi-functional devices (e.g., printer/scanner/fax) and copiers that are attached to the local-area network (LAN)) Locally-attached peripheral devices (e.g., personal printers, exclusive of consumables) Onsite technical support as required for Incident and Problem Resolution In addition to the Services described in this SOW, the is responsible for providing the Services described in Schedule 2A IT Service Management and Life Cycle Services SOW. 1.2 Service Objectives The following are the key high-level Service objectives the expects to achieve through the Services described in this SOW: Provide an effective and cost competitive set of standard Services while achieving the Service Level Requirements (SLRs) identified in Section 4.0 Standardize the desktop environment (hardware and Software) and support technical currency Provide asset management and control Manage total cost of ownership Support the IT needs of business initiatives 2.0 Desktop Support Services Requirements 2.1 Service Descriptions and Roles & Responsibilities Date TBD Page 1

4 In addition to the Services, activities, and roles and responsibilities described in Schedule 2A - IT Service Management and Life Cycle Services SOW, the shall be responsible for the following Desktop Support Services General Responsibilities The following table identifies general roles and responsibilities associated with this SOW. An is placed in the column under the Party that will be responsible for performing the task. The s responsibilities are indicated in the column labeled. Table 1. General Roles and Responsibilities General Roles and Responsibilities 1. Recommend Services and standards for supporting the desktop computing and End User environment (e.g. Services, hardware, Software standards) 2. Review and approve Services and standards for supporting the desktop computing and End User environment 3. Provide Level 1 and 2 onsite audio/visual support at designated locations (e.g., equipment setup, maintenance, troubleshooting, inventory, End User training, scheduling Third Parties for onsite events) 4. Deploy and manage desktop and laptop hardware and software 5. Deploy and perform preventative maintenance and Break/Fix services on locally attached and network printers, and miscellaneous peripherals 6. Gather information on deployed desktop profiles and recommend standard images 7. Coordinate with the Service Desk to document and maintain standard images and changes to the standard images 8. Provide Level 2 support for in scope applications as coordinated through the Service Desk and defined in Attachment F (Software) 9. Provide onsite Break/Fix and Level 2 support for hardware as coordinated through the Service Desk 10. Provide data restoration for End Users using commercially reasonable levels of effort 11. Provide Incident Determination, Resolution and Root Cause Analysis 12. Provide printer consumables and replacement Core Software Image Build and Deployment Services Core Software Image Build and Deployment Services are those activities associated with building and deploying Core Software for supported devices. Core Software is defined as the suite of Software programs used to build a -defined standard image for a supported device type (e.g., operating system Software, office productivity and messaging Software). The following table identifies the Core Software Image Build and Deployment Services roles and responsibilities that the and the shall perform. Date TBD Page 2

5 Table 2. Core Software Image Build and Deployment Roles and Responsibilities Core Software Image Build and Deployment Roles and Responsibilities 1. Recommend s standard Core Software Image Build and Deployment Services procedures 2. Develop, document and maintain in the Policies, Standards and Procedures Manual Core Software Image Build and Deployment Services procedures that meet requirements and adhere to policies 3. Review and provide additional procedures as required and approve Core Software Image Build and Deployment Services procedures 4. Provide technical assistance for defining Core Software image(s) specifications for desktops, laptops, and other in-scope devices 5. Develop and document detailed technical specifications that define and support the build, test, and deployment plans for the standard Core Software image(s) 6. Review and approve standard Core Software image specifications 7. Build Core Software images for devices 8. Conduct system-level and End User testing of Core Software image(s) to validate that they perform in accordance with the approved specifications 9. Review and approve Core Software image testing results 10. Approve Core Software image(s) for deployment 11. Conduct deployment testing to verify that images can be deployed successfully and operate with all supported applications, hardware and Software 12. Provide necessary utilities/tools to maintain and ensure compliance with Core Software image deployment/management policies and procedures 13. Install Malware protection Software (e.g., anti-virus, anti-spam, anti-spyware) on all network attached devices for which the discovers inadequate or improper Malware protection 14. Recommend Malware protection Software (e.g., anti-virus, anti- SPAM, anti-spyware) to detect, remove and prevent computer Malware infections to devices 15. Select Malware protection Software (e.g., anti-virus, anti-spam, anti-spyware) to detect, remove and prevent computer Malware infections to devices 16. Review and approve Malware protection Software 17. Use approved Malware protection Software to detect, remove and prevent computer Malware infections to devices Date TBD Page 3

6 Core Software Image Build and Deployment Roles and Responsibilities 18. Manage deployment efforts using formal project management tools, methodologies and standards (e.g., ITIL change and configuration management practices) 19. Deploy approved Core Software image(s) on applicable devices 20. Provide and administer Software distribution tools 21. Recreate End User desktop environment to previous state including base build plus all End User specific features, functions and applications, as required 22. Automate Core Software image deployment processes (e.g., remote electronic upgrading of desktop images) 23. Conduct deployment reviews and provide results to the 24. Review and approve results of deployment reviews 25. Archive individual workstation data for staff exiting the as requested 26. Support audits, security activities and forensics as required 27. Support Disaster Recovery testing 28. Support desktop components of the Business Recovery Center Application Software Image Build and Deployment Services Application Software Image Build and Deployment Services are those activities associated with building and deploying application Software for supported devices. Application Software is defined as any non-core Software package (e.g., COTS and custom-developed applications). The following table identifies the Application Software Image Build and Deployment Services roles and responsibilities that the and the shall perform. Table 3. Application Software Image Build and Deployment Services Roles and Responsibilities Application Software Image Build and Deployment Services Roles and Responsibilities 1. Recommend s standard Application Software Image Build and Deployment Services procedures 2. Develop, document and maintain in the Policies, Standards and Procedures Manual Application Software Image Build and Deployment Services procedures that meet requirements and adhere to policies 3. Review and provide additional procedures as required and approve Application Software Image Build and Deployment Services procedures 4. Provide technical assistance for defining application Software image specifications and deployment plans Date TBD Page 4

7 Application Software Image Build and Deployment Services Roles and Responsibilities 5. Review and approve application Software image specifications and deployment plans 6. Build the application Software image 7. Conduct End User testing of application Software image(s) to validate that they perform in accordance with the approved specifications 8. Approve application Software image(s) for deployment 9. Conduct deployment testing to verify that images can be deployed successfully and operate with all supported applications, hardware and Software 10. Manage deployment efforts using formal project management tools, methodologies and standards (e.g., ITIL/ITSM change and configuration management practices) 11. Electronically deploy approved application Software image(s) on applicable devices 12. Conduct and provide results on application Software deployment reviews 13. Review and approve results of application Software deployment reviews Install, Moves, Adds, Changes and Disposals (IMACDs) IMACD Services are those activities associated with providing routine installations, relocations, upgrades and disposals of desktop, laptop and peripheral computing hardware and Software. The following table identifies the IMACD Services roles and responsibilities that the and the shall perform. Table 4. Install, Moves, Adds, Changes and Disposals (IMACDs) Roles and Responsibilities Install, Moves, Adds, Changes and Disposals (IMACDs) Roles and Responsibilities 1. Recommend s standard IMACD procedures 2. Develop, document and maintain in the Policies, Standards and Procedures Manual IMACD procedures that meet the requirements and adhere to the policies 3. Review, provide additional procedures as required and approve IMACD procedures 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 Date TBD Page 5

8 Install, Moves, Adds, Changes and Disposals (IMACDs) Roles and Responsibilities 5. 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 6. Perform hardware and Software IMACDs and re-installations in accordance with the specific Service Request, procedures and other application policies (e.g., security policies) 7. Conduct data and application migration that is necessary due to any hardware or Software IMACDs and re-installations 8. Provide basic End User or technical staff orientation as needed when installing a new device 9. Update all IT Service Management and Life Cycle Services management tools (e.g., asset management database) with required data and close an IMACD Service Request 10. Coordinate with Service Desk and all other necessary, Third Party and the support organizations to manage all IMACD requests to Resolution and closure On-Site Technical Support On-Site Technical Support Services are those activities associated with the provision, dispatch, and management of Level 2 and Level 3 Incident and Problem Resolution Services (e.g., onsite troubleshooting, diagnosis, and Resolution of Incidents and Problems for desktops, laptops, peripherals, applications, and audio visual equipment). The following table identifies the On- Site Technical Support Services roles and responsibilities that the and the shall perform. Table 5. On-Site Technical Support Services Roles and Responsibilities On-Site Technical Support Services Roles and Responsibilities 1. Recommend s standard On-Site Technical Support Services procedures 2. Develop, document and maintain in the Policies, Standards and Procedures Manual On-Site Technical Support Services procedures that meet the requirements and adhere to the policies 3. Review, provide additional procedures as required and approve On-Site Technical Support Services procedures 4. Track and report to the equipment spares inventory levels and order requirements 5. Maintain equipment spares inventory to support Technical Support Services 6. Coordinate with the Service Desk and all other necessary, Third Party and the support organizations to manage all on-site technical support requests to Resolution and closure Date TBD Page 6

9 On-Site Technical Support Services Roles and Responsibilities 7. Coordinate with End User or other site staff to schedule on-site technical support visit in response to an escalated Incident or Service Request 8. Dispatch appropriate Level 2 or Level 3 technician(s) in response to an escalated Incident or Service Request, including out of scope hardware components, if authorized by the 9. Troubleshoot, diagnose, and Resolve Incidents and Problems for devices, including removing and/or repairing physically broken or inoperable devices 10. Conduct proactive and preventative maintenance of devices 11. Conduct appropriate tests of repaired device to ensure it is operating appropriately and contains the Core Software images and application Software images 12. Restore work area to pre-repair condition 13. Obtain End User acknowledgment for completion of Service Request 3.0 Service Environment 3.1 Scope of the Infrastructure to be Supported The following sub-sections and related service environment appendices further describe and scope the desktop support environment to be supported and/or with which the shall comply. These service environment appendices are to be continually maintained by the as new services and environment components are added and as removed, reviewed with the, and updated by the and made available to the on a quarterly basis Hardware and Software a. Appendix 2G.1 - Desktop Support Hardware - A listing and description of standard hardware to be supported b. Appendix 2G.2 - Desktop Support Software - A listing and description of standard Software and utilities to be supported c. Appendix 2G.3 Desktop Support Core Images - A listing and description of core images to be supported 3.2 Baseline Information The s current desktop support utilization and projected usage is presented in Appendix 3.1 to Schedule 3 - Fees. These projections are based on a combination of past trends and current anticipated overall business direction over the term of the Agreement. These metrics, along with other data which may be pertinent for sizing the solution, are reflected in Schedule 3 - Fees. Date TBD Page 7

10 4.0 Service Level Requirements 4.1 Objectives A key objective of this outsourcing agreement is to attain Service Level Requirements (SLRs). SLRs associated with Desktop Support Services are detailed in the following section. The following minimum service levels are required at the end of the transition period. Desktop Support SLRs associated with Fee Reductions are detailed in Schedule 4 - Fee Reductions. SLR performance shall be calculated based on measurements taken over the indicated Measurement Interval and reported to the based on the Reporting Period. SLR Fee Reductions for SLRs with multiple Measurement Intervals within the Reporting Period shall be calculated as defined in Schedule 4 Fee Reductions. All times referenced are in Pacific Time. The shall provide written reports to the regarding the s compliance with the SLRs specified in this SOW. 4.2 Service Level Requirements (SLRs) Table 6. Software Installation SLR Software Installation SLR Service Measure Performance Target SLR Performance % Supported Software Deployment (e.g., Shrink Wrap, Applications) Elapsed time to deploy Within 3 Business Days of request 95.0% Formula Number of instances within performance target / total number of instances during Measurement Interval = percent (%) attained Measurement Interval Reporting Period Measurement Method Monthly Monthly TBD Table 7. Install, Moves, Adds, Changes and Disposal Installs, Moves, Adds, Changes and Disposal SLR Service Measure Performance Target SLR Performance % 1-10 in a single request in a single request > 20 in a single request Elapsed time to deploy Date and time scheduled Date and time scheduled Within 3 Business Days of request As agreed case by case, but no later than 4 Business Days 95.0% 95.0% As agreed case by case 95.0% Date TBD Page 8

11 Installs, Moves, Adds, Changes and Disposal SLR Service Measure Performance Target SLR Performance % Urgent request, single move (e.g. unanticipated personnel change) Elapsed time to deploy Per agreed schedule, but no later than 1 Business Days 95.0% Formula Number of instances within performance target / total number of instances during Measurement Interval = percent (%) attained Measurement Interval Reporting Period Measurement Method Monthly Monthly TBD 4.3 Reports The shall provide written reports to the regarding the s compliance with the SLRs in addition to the reports specified in this Section. Reports are required per the following: Table 8. Desktop Support Services Reports Report Description TBD with selected Timing 5.0 Referenced MSA Appendices and Schedules Appendix/Schedule Description 2G.1 Desktop Support Hardware 2G.2 Desktop Support Software 2G.3 Desktop Support Core Images Attachment A SOW Definitions Schedule 2A IT Service Management and Life Cycle Services SOW Schedule 3 Fees Schedule 4 Fee Reductions Date TBD Page 9