
3. Tier 1 Service Desk Services (PWS 3.3.3)
Tier 1 Service Desk Services are activities associated with providing a single point of contact and end-to-end management and coordination for Incidents and Service Requests made by CUSTOMER IT end-users for all CUSTOMER IT services within scope of the BPA to ensure IT Services meet SLAs and fulfill business requirements.
Tier 1 Service Desk Services are to be provided by the TO1 vendor (or a supplier subcontracted by the Vendor under TO1). In addition to end-to-end management and coordination for Incidents and Service Requests, Tier 1 Service Desk Services includes the resolution of as many commons incidents and requests as possible, to include password resets and common user problems that can be resolved via scripts provided by a Vendor-maintained knowledge base.
Incidents and Service Requests that cannot be resolved by the Tier 1 Service Desk will be escalated to Tier 2 or 3 as necessary.
The Tier 1 Service Desk will maintain logging, tracking, resolution, and reporting responsibilities for the Incidents and Service Requests. It is assumed that the majority of Tier 2 and 3 services will be provided by the Suppliers subcontracted to perform the other Task Orders awarded under this BPA.
To provide integrated Tier 1 Service Desk Services for all CUSTOMER IT services within scope of the BPA, the vendor will be required to achieve the following key high-level Service objectives:
• Provide the Service Desk as a single point of contact (SPOC) for providing end to end ownership of all Incidents and management of all Service Requests, including logging, tracking, resolution, and reporting in the ITSM System.
• Escalating Incidents and Service Requests to Tier 2 or 3 as necessary while maintaining logging, tracking, resolution, and reporting responsibilities.
• Provide Problem Management services to diagnose and solve Problems in response to one or more Incidents and proactively identify and resolve of Problems and known errors before Incidents occur in the first place.
• Provide problem management, including proactive trend analysis of Incidents and reducing the number of Incidents over time, as documented in the Standards and Operations Procedures Manuals.
• Provide change management and release and deployment management activities as and when required.
• Provide request fulfilment for Service Requests as per the procedures as documented in the Standards and Operations Procedures Manuals.
• Provide communication with all relevant stakeholders during Incident response, informing of progress and advising on workarounds.
• Provide custom service to VIPs at CUSTOMER.
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1. General Service Desk Responsibilities (PWS 3.3.3.1)
The following table identifies the General Service Desk roles and responsibilities that the Vendor and CUSTOMER will perform.
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2. Single Point of Contact (SPOC) (PWS 3.3.3.2)
Single Point of Contact Services provide multiple options for customers to interface with the Vendor for logging, tracking, Resolution and reporting of Service Desk Incidents and Service Requests for all CUSTOMER supported environments. The following table (PWS Table 27) identifies the SPOC roles and responsibilities that the Vendor and CUSTOMER will perform.
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3. Service Desk Operations and Administration (PWS 3.3.3.3)
Service Desk Operations and Administration Services are the activities associated with providing a stable Service Desk environment and to effectively and efficiently perform procedures to ensure IT Services meet SLR targets and requirements. The following table (PWS Table 28) identifies the Service Desk Operations and Administration roles and responsibilities that the Vendor and CUSTOMER will perform.
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4. Service Request, Incident Management, and Problem Management Services (PWS 3.3.3.4)
Service Request and Incident Management Services are the activities associated with end-to-end Incident Management processes including escalation to Tier 2 and Tier 3 specialists through a defined process, including Vendor’s primary resources, Third Parties, such as Equipment and Software suppliers, other Third-Party Suppliers as well as CUSTOMER’ internal technical support resources. Problem Management is the activities associate with diagnosing and solving Problems in response to one or more Incidents and the proactive identification and resolution of Problems and known errors before Incidents occur in the first place. The following table (PWS Table 29) identifies the Service Request, Incident Management, and Problem Management Services roles and responsibilities that the Vendor and CUSTOMER will perform.
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5. Remote Device and Software Management Services (PWS 3.3.3.5)
Remote Device and Software Management Services are the activities associated with managing, maintaining, and troubleshooting devices and Software remotely over the Network to minimize the need to dispatch technical personnel for Incident Resolution. The following table (PWS Table 30) identifies the Remote Desktop Management roles and responsibilities that the Vendor and CUSTOMER will perform.
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6. End-User Administration Services (PWS 3.3.3.6)
End-User Administration Services are the activities associated with managing and coordinating account creation, activation, termination, Changes, and expiration. The following table (PWS Table 31) identifies the End-User Administration Services roles and responsibilities that the Vendor and CUSTOMER will perform.
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7. Installs, Moves, Adds, Changes (IMAC) (PWS 3.3.3.7)
IMAC Services are the activities associated the end-to-end management and coordination of IMAC Service Requests including gathering the business requirements, providing authorization, logging the request, and facilitating fulfillment. All authorized IMAC Service Requests are passed automatically to the local support team depending on the location and the product or Service being requested. Examples of IMACs include, without limitation, adding Desktops and Laptops, moving local printers and telephones. The following table (PWS Table 32) identifies the IMAC roles and responsibilities that the Vendor and CUSTOMER will perform.
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8. Self-Help Support Services (PWS 3.3.3.8)
Self-Help Support Services are the activities associated with IVR capabilities, out-of-prime-time voice messaging with guaranteed call-back response, intranet-based automated self-help support, etc. The following table (PWS Table 33) (identifies the Self-Help Support roles and responsibilities that the Vendor and CUSTOMER will perform.
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9. Service Desk Reporting (PWS 3.3.3.9)
Services Service Desk Reporting Services are the activities associated with the preparation of and access to Service Desk reports that based on defined criteria. The following table (PWS Table 34) identifies Service Desk Reporting Services roles and responsibilities that the Vendor and CUSTOMER will perform.
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