Task Area 3 - IT Operations and Maintenance
The contractor shall provide IT operations support and maintenance procedures for IT systems. A non-exhaustive list of examples of the type of work to be performed under this task area is:
- Operational support
- Software support
- Network/hardware support
- Technical support
- LAN/WAN/MAN
- Telecommunications (data, voice, images, including wireless)
- Help desk/IT assistance hotline
- IT service management
- Network management
- System management
- Asset management
- Electronic software distribution
- Electronic software licensing services including license: deployment, management, tracking, upgrading, etc.
- IT maintenance
- Web technology
- Client/server operations
- IT training
- IT operation and maintenance planning
- Server consolidation
- Office automation software support
- Organizational change management support
- IT logistics support
The contractor shall operate and maintain IT systems at current vendor release levels or government-off-the-shelf (GOTS) applications software upgrades. Operations and maintenance on IT systems shall include all software and hardware associated with mainframe CPU's, PC-client/server, network-backbone-front end processors and all networks (MILNET, NIPRNET, SIPRNET).
Technical Approach to Operations & Maintenance
Our disciplined approach to IT operations & maintenance is derived from lessons learned in hundreds of successful projects, and will be tailored to each task order to assure available, reliable, efficient and secure IT operations.
- Perform Requirements Analysis
- Determine client’s priorities
- Assess facilities
- Catalog HW/SW
- Assess security
- Establish/validate SLAs
- Establish Management Processes
- IT operations/maintenance planning
- LAN/MAN/WAN network management
- System management
- Asset management
- IT service management
- Determine Help Desk and Support Processes
- Call center infrastructure
- Network/HW support
- Office automation support
- IT assistance hotline
- SW support
- Logistics support
- Technical support
- Plan and Execute Transition
- Establish Operations Support
- Telecommunications (data, voice, images, wireless)
- Client/server operations
- DB administration
- Production Support
- Security/disaster recovery
- Establish Maintenance Support
- Electronic SW distribution
- HW maintenance
- Configuration management
- Electronic SW licensing
- Establish Technology Infusion Processes
- Network redesign/upgrades
- Configuration management
- Technology planning
- Org. change management
- Web technology
- Logistics support
- IT and user training
- Conduct Evaluation, Feedback, & Quality Improvement