2025-0173 Process Definition Support Services (NS) - MON 9 Jun

Deadline Date: Monday 9 June 2025

Requirement: Service Request and Incident Management Process Definition Support Services

Location: Braine-lAlleud BE

Full Time On-Site: Yes

Time On-Site: 100%

Period of Performance: 2025 BASE: As soon as possible not later than 01st August 2025 (tentative) 31st December 2025 with possibility to exercise the following options:

2026 Option: 1st January 2026 until 31st December 2026

2027 Option: 1st January 2027 until 31st December 2027

Required Security Clearance: NATO SECRET

1. PURPOSE

The purpose of this Statement of Work (SoW) is to describe the Service Request and Incident Management Process engineering support required by the Purchaser.

The NATO Communications and Information Agency (further referred to as Purchaser) is seeking a qualified Service provider to deliver efficient and effective Service Request and Incident Management Process definition and support services (further referred to as the Service) focused on commercial technologies augmenting the capabilities of the Purchaser.

2. BACKGROUND

NATO Digital Workplace Centre (NDWC) part of NCI Agency provides simple yet innovative solutions that underpin the Digital Transformation of NATO by providing feature-rich Digital Workplace which enable NATO staff members to connect communicate and collaborate.

The business area delivers the following user-facing services to NATO Commands NATO Force structure and Nations in all 32 Allied Nations:

Windows-based and iOS/iPadOS-based end user device provisioning management operation and lifecycle across multiple separate networks of different classifications and various form factors;

Workstream collaboration including email and instant messaging server backend and client frontend provisioning management operation and lifecycle across multiple separate networks of different classifications.

The services integrate with other services such as print/scan/copy voice video-teleconference (VTC) collaboration portals and enable NATO-specific functional applications higher up the software stack.

Through several on-going streams of work in Q424 and onwards the services are rapidly evolving from using fully on-premise to a mixture of on-premise and public cloud technologies.

PURCHASER SUPPORT STRUCTURE

The Purchaser support structure is organized in three levels:

Level 1 support provided by virtual Centralized Service Desk;

Level 2 touch-labor and more specialized support provided by CIS Support Unit or IT Service Kiosk;

Level 3 provided by centralized team of engineers.

The Purchaser uses BMC Remedy IT Service Management system for incident request fulfilment and change management requests (i.e. tickets). The ITSM system is comprised of end user facing Smart IT view and backend support agent view with each view providing distinct set of functionalities.

3. OBJECTIVES

The primary objective of this Statement of Work is to define refine and implement effective processes for managing Service Requests and Incidents in line with industry best practices (e.g. ITIL) for services in NDWC portfolio.

The high-level objectives are the following:

• Developing comprehensive incident management workflows that reduce downtime and improve resolution times for existing and new services managing the transition on the technical side;
• Defining clear and actionable service request workflows for end-users for existing and new services managing the transition on the technical side;
• Ensuring compliance with ITIL best practices and other relevant frameworks;
• Identifying areas of improvement and potential automation within the current processes;
• Providing training and knowledge transfer to internal teams.

To achieve these objectives the Purchaser is looking for qualified Service Request and Incident Management Process Definition Support Services. The Purchaser can accommodate up to one individual providing the service at the same time.

During performance of the contract the Contractor personnel will act as part of the Purchasers IT support organization.

4. SCOPE OF WORK AND ASSOCIATED DELIVERABLES

4.1 SCOPE OF WORK

The Service tasks and deliverables are the following:

Service Request Process Definition

• Define the entire lifecycle for handling service requests from submission through resolution.
• Establish clear categories prioritization and classification guidelines taking into account ITIL best practices industry best practice and Purchasers specifics.
• Integrate with existing IT systems and platforms to streamline request intake and fulfilment.
• Establish workflows for routine service request scenarios (e.g. hardware/software requests).
• Work with Purchasers stakeholders (e.g. Service Delivery Managers) to be aligned with supported IT services.
• Collaborate with Service Engineers to ensure self-service forms capture all necessary details for effective issue resolution.

Incident Management Process Definition:

• Design incident management processes to ensure swift detection classification prioritization and resolution.
• Develop a framework for incident escalation and communication with affected users.
• Work with Purchasers stakeholders (e.g. Service Delivery Managers) to be aligned with supported IT services.
• Collaborate with Service Engineers to ensure self-service forms capture all necessary details for effective issue resolution.

Process Documentation and Standard Operating Procedures and Instruction (SOPs SOIs):

• Provide detailed documentation of all processes workflows Standard Operating Procedures (SOPs) and Standard Operating Instruction (SOIs) for Service Requests and Incident Management delivering the Service Request Definition Model (SRDM) as per Purchasers standard managing NDWCs scope as a business area (BA) and underlying service provided by other BAs.

Integration with ITSM Tools:

• Evaluate and advise on the integration of Service Request and Incident Management processes with existing IT Service Management (ITSM) tools.
• Define automation opportunities for repetitive tasks notifications and escalations.

Business Requirements Analysis

• Engage with Purchasers stakeholders to gather and analyse business needs.
• Translate requirements into structured functional specifications for form design.

Continuous Improvement & Maintenance

• Monitor the initial rollout of the new processes and make recommendations for improvement.
• Regularly review enhance and optimize existing forms for improved efficiency.
• Ensure compliance with NATOs evolving operational and security standards.

User Feedback & Experience Enhancement

• Collect insights through opinion polls discussions and feedback loops.
• Implement improvements based on user experiences and operational needs.

Considering the extended period of execution and the rapid evolution of the commercial technologies and their use in NATO the execution of the work in this SoW is measured in sprints where each sprint is defined as deliverables produced by one person planned for a duration of 5 working days. The detailed tasks in each sprint will be determined at the start of each sprint by the Purchasers authorized point of contact following the Scope of Work defined herein and documented in writing.

The deliverables include designing interactive forms and questionnaires for Smart IT to facilitate self-service IT support requests for digital workplace services including hardware and software delivery installation configuration and standard changes.

Due to the AGILE approach of this project there is a need to define a set of specific arrangements between the NCI Agency and the contractor that specifically defines the deliverables to be provided for each sprint as well as their associated acceptance criteria. This includes sprint planning execution and review processes which are detailed below:

1. Sprint Planning:

Objective: Plan the objectives for the upcoming sprint.

Kick-off meeting: Conduct a monthly meeting with the contractor to plan the objectives of upcoming sprints and review contractors manpower to meet the agreed deliverables.

Set sprint goals: Define clear achievable goals for the sprint and associated acceptance criteria including specific delivery targets Quality standards as well as Key Performance Indicators (KPIs) for each task to be recorded in the sprint meeting minutes.

Agree on the required level of effort for the various sprint tasks.

Backlog Review: Review and prioritise the backlog of tasks issues and improvements from previous sprints.

Assess each payment milestone cycle duration of one calendar month. State of completion and validation of each sprint status and sign off sprints to be submitted for payment as covered in Section 4.2.

2. Sprint Execution:

Objective: Contractor to execute the agreed sprint plans with continuous monitoring and adjustments.

Regular meetings between NCI Agency and the contractor to review sprint progress address issues and make necessary adjustments to the processes or production methodology. The Meetings will be physically in the office or in person via electronic means using Conference Call capabilities according to the NCI Agency project managers instructions.

Continuous improvement: Contractor to establish a continuous feedback loop to gather input from all stakeholders for ongoing improvements and their subsequent implementation depending on NCIA approval.

Progress Tracking: Contractor to use a shared dashboard or tool to track the status of the sprint deliveries and any issues.

Quality Assurance/Quality Check: Contractor shall ensure that the quality standards agreed for the sprint deliverables are maintained throughout the sprint.

Quality Control: NCIA to perform the Final Quality Control of the agreed deliverables and provide feedback on any issues.

The contractor will work on-site under an NCI Agency contract. They will access the networks of the NCI Agency and will act as part of the Purchasers IT support organization.

Service Request and Incident Management Process Definition Support Services: Content of the service to be agreed during the sprint meetings; Work to be performed at on-site at Braine LAlleud Belgium in a normal office environment; Contractor to use Purchaser-furnished facilities and equipment.

3. Sprint Review:

Objective: Review the sprint performance and identify areas for improvement.

At the end of each sprint a meeting will be held between the NCI Agency and the Contractor to review the outcomes against the acceptance criteria comprising sprint goals agreed quality criteria and Key Performance Indicators (KPIs).

Define specific actions to address issues and enhance the next sprint.

4. Sprint Payment:

For each sprint to be considered as complete and payable the contractor must report the outcome of their work during the sprint first verbally during the retrospective sprint review meeting and then in writing within three days after the sprints end date. A report must be sent by email to the NCI Agency project manager listing the work achieved against the agreed tasking list set for the sprint.

The contractors payment for each sprint will be depending upon the achievement of agreed Acceptance Criteria for each task defined at the sprint planning stage. This will include specific delivery targets quality standards as well as Key Performance Indicators (KPIs) for each task.

The payment shall be dependent upon successful acceptance as set in the above planning/review meetings. This will follow the payment milestones that shall include a completed Delivery Acceptance Sheet (DAS) (Annex A).

Invoices shall be accompanied with a Delivery Acceptance Sheet (DAS) (Annex A) signed by the Contractor and project authority.

If the contractor fails to meet the agreed Acceptance criteria for any task the NCI Agency reserves the right to withhold payment for that /sprint.

4.2 DELIVERABLES AND PAYMENT MILESTONES

The deliverables expected from this statement of work are described below.

BASE 2025: period of performance 01 August 2025 31 December 2025

Deliverable: 22 sprints of Service Request and Incident Management Process Definition Support Services with specialization in end user system administration and maintenance (Number of sprints is calculated considering a starting date 01 August 2025. This will be adjusted based on actual starting date)

Payment Milestones: Upon completion of each fourth sprint and at the end of the work. Completion of each milestone shall be documented in a Certificate of Acceptance (Annex A) signed for acceptance by the Purchasers authorized point of contact and the Contractor.

Subject on actual requirements contractor performance and available funding the Purchaser reserves the right to exercise optional sprints for 2025 at a later time within the same scope and cost.

The payment shall be dependent upon successful acceptance of the Certificate of Acceptance (Annex A).

Deliverables will need to be presented on customer site minimum once a month.

Invoices shall be accompanied by a DAS signed by the Contractor and Purchasers authority.

2026 OPTION: period of performance 01 January 2026 31 December 2026

Deliverable: 52 sprints of Service Request and Incident Management Process Definition Support Services with specialization in end user system administration and maintenance

Cost Ceiling: Price will be determined by applying the price adjustment formula as outlined in CO115786 AAS Special Provisions article 6.5.

Payment Milestones: Upon completion of each fourth sprint and at the end of the work. Completion of each milestone shall be documented in a Certificate of Acceptance (Annex A) signed for acceptance by the Purchasers authorized point of contact and the Contractor.

Subject on actual requirements contractor performance and available funding the Purchaser reserves the right to exercise optional sprints for 2026 at a later time within the same scope and cost.

The payment shall be dependent upon successful acceptance of the Certificate of Acceptance (Annex A).

Deliverables will need to be presented on customer site minimum once a month.

Invoices shall be accompanied by a DAS signed by the Contractor and Purchasers authority.

2027 OPTION: period of performance 01 January 2027 31 December 2027

Deliverable: 52 sprints of Service Request and Incident Management Process Definition Support Services with specialization in end user system administration and maintenance

Cost Ceiling: Price will be determined by applying the price adjustment formula as outlined in CO115786 AAS Special Provisions article 6.5.

Payment Milestones: Upon completion of each fourth sprint and at the end of the work. Completion of each milestone shall be documented in a Certificate of Acceptance (Annex A) signed for acceptance by the Purchasers authorized point of contact and the Contractor.

Subject on actual requirements contractor performance and available funding the Purchaser reserves the right to exercise optional sprints for 2027 at a later time within the same scope and cost.

The payment shall be dependent upon successful acceptance of the Certificate of Acceptance (Annex A).

Deliverables will need to be presented on customer site minimum once a month.

Invoices shall be accompanied by a DAS signed by the Contractor and Purchasers authority.

5. SCHEDULE

This task order will be active immediately after signing of the contract by both parties.

It is expected that the 2025 BASE service starts as soon as possible but no later than 01st August 2025 until 31 December 2025.

The Purchaser reserves the right to exercise the following additional options under the same conditions with price per sprint determined by applying the price adjustment formula as outlined in COAAS Special Provisions article 6.5.:

Option 2026 up to 52 sprints with period of performance from 01 January 2026 until 31 December 2026;

Option 2027 up to 52 sprints with period of performance from 01 January 2027 until 31 December 2026.

6. PRACTICAL ARRANGEMENTS

PLACE OF PERFORMANCE

The deliverables will be produced on-site at Purchasers premises in Braine LAlleud.

The working environment is a typical office working environment designated as Class II or Class I security area.

WORKING HOURS

The Contractor staff is expected to follow the Purchasers working hoursMonday to Thursday from 08h30 until 17h30 and Friday from 08h30 until 15h30 and observe Purchasers official holidays.

The Purchasers official holidays may differ from the public holidays in the Host Nation.

TRAVEL

Depending on Purchasers priorities travel may be required to both NATO and non-NATO nations.

Travel expenses will be reimbursed in accordance with AAS framework contract provisions and applicable NCIA Travel Directive in addition to the not to exceed ceiling mentioned in this SOW.

PURCHASER FURNISHED EQUIPMENT (PFE)

Purchaser will provide to the Contractor staff standard IT work position setup to allow access to the necessary networks IT systems and tools.

The Contractor staff shall follow Purchaser policies procedures and take due care of the Purchaser furnished equipment.

MEETINGS

The Contractors personnel shall participate at no additional cost at a minimum to the following meetings:

Weekly sprint planning and retrospective meetings

The meeting is focused on IT operations technical matters and typically take place virtually on the Purchasers own network.

7. REPORTING

At the end of each sprint the Contractor shall report the completion and achievements to the Purchaser point of contact via email for each resource providing services under this SoW.

At the end of each fourth sprint the Contractor shall deliver a Certificate of Acceptance (Annex A) for Purchaser approval and signature for each resource providing services under this SoW.

8. QUALITY ASSURANCE CHECK

The deliverables shall be produced within the sprint as requested and be of satisfactory quality to avoid re-work ensure the achievement of the objectives stated herein (i.e. following vendor industry and NATO best practices and requirements) and sprint-specific tasks.

The Purchaser reserves the right to request change of Contractor personnel in case at least two sprints out of four consecutive sprints have non-satisfactory deliverables.

The Purchaser reserves the right to request change of Contractor personnel in case of non-compliance with requirements of this SoW (e.g. unprofessional behavior etc.)

The Purchaser reserves the right to terminate future sprints in case the Contractor fails to provide a suitable replacement person.

9. REQUIREMENTS

The Contractor shall

• manage and be responsible for all Contractor personnel.
• seek Purchasers approval prior to appointing new personnel to work under this Statement of Work.
• strive to lower the rotation of personnel and maintain the same staff working under this SoW.

The Contractors personnel shall

• be knowledgeable and experienced in the nature of the tasks and activities of the Service.
• possess valid Personal Security Clearances for the duration of the Contract performance.
• be courteous and professional in dealing with NATO and Purchasers staff.
• have sufficient knowledge in English language to allow smooth verbal and written communication.
• handle the Purchasers furnished equipment (PFE) with due care.
• operate the equipment following the manufacturers requirements.
• minimize the impact to the end users during the execution of the work.
• report to and receive guidance from Purchaser Point of Contact on-site Service Owner and Service IT Operations Lead.
• follow local site procedures to obtain physical unescorted access to the assigned work position and logical access to the networks in scope.
• liaise with other Purchasers support teams as necessary.
• use the Purchaser Information Technology Service Management (ITSM) ticketing system following the Purchasers procedures and observe relevant KPIs.

The Contractor / Contractors personnel shall

• bring immediately to the attention of the Purchaser Point of Contact any issues preventing the execution of the work.

The Purchaser will

• support the Contractors personnel with access to the IT systems as required. The Contractor shall submit requests for change of Contractors personnel at least 30 days in advance.

10. CONSTRAINTS

All the deliverables provided under this statement of work will be based on Purchaser templates or agreed with the Purchasers Point of contact.

All scripts documentation etc. will be stored under configuration management and/or in the provided Purchaser tools and systems.

Part of the work will involve handling classified networks therefore a valid security clearance at NATO SECRET level is required for the Contractors staff undertaking this project.

11. SPECIFIC REQUIREMENTS

See Requirements

12. GOVERNANCE

PURCHASERS KEY ROLES

The following personnel is considered Key personnel in the context of this SoW:

Service Owner the person accountable for the end-to-end delivery of the IT services. Unless decided otherwise the Service Owner is the Purchasers designated representative to sign the acceptance documents under this SoW.

Service Delivery Manager the person responsible for delivering the assigned IT service(s) on a day-to-day basis.

Service IT Operations lead the person responsible for the Level 3 support engineering team. The Service IT Operations lead will provide technical guidance to the Contractors personnel.

Same person may perform more than one role.

CONTRACTORS KEY ROLES

The Contractor shall assign a project (or service) manager for the duration of the work under this SoW.

The Contractors Project Manager shall be the single point of contact for any matters related to this SoW.

The Contractor shall strive to maintain the same person for as long as possible.

The Contractor shall seek Purchasers approval prior to appointing new Project Manager. When the reasons to appoint a new Project Manager are beyond Contractors control the Contractor shall inform the Purchaser at least 30 days in advance.

ESCALATION

For matters related to this SoW except contractual matters the Contractor shall follow the escalation procedures as follows:

The first point of contact is the Purchasers site point of contact.

The Contractor shall escalate all contractual matters as per the Contract General and Special provisions to the Purchaser Contracting Officer and inform the Service Owner.

10. CONSTRAINTS

• Part of the work will involve handling classified networks therefore a valid security clearance at NATO SECRET level is required for the Contractors staff undertaking this project.

11. SPECIFIC REQUIREMENTS

To efficiently and effectively deliver the Service the Contractor personnel shall possess at a minimum the qualifications and skills in the following areas:

• At least 10 years experience and proficiency in IT Service Management (ITSM) systems (e.g. ServiceNow BMC Remedy).
• At least 5 years experience in process frameworks (e.g. Scrum Agile)
• At least 5 years experience in and deep understanding of ITSM engine logic modules and workflows supporting forms and questionnaires.
• At least 2 years proven experience in designing questionnaires and forms for ITSM SmartIT.
• At least 5 years experience in advanced skills in Microsoft Excel.
• At least 5 years experience and practical knowledge of SharePoint and Office Suite.
• (Desirable) At least 2 years experience and familiarity with scripting languages (e.g. JavaScript) is an advantage.
• At least 10 years experience and strong understanding of IT service management processes and best practices.
• At least 5 years experience and familiarity with support request workflows and service request management
• At least 5 years experience and proven ability to analyze and document business requirements