2026-0029 BMC Helix ITSMSRM Engineering Services (NS) MON 20 Apr

Deadline Date: Monday 20 April 2026

Requirement: Provision of BMC Helix ITSM/SRM Engineering Services

Location: Brussels BE

Full Time On-Site: Yes

Period of Performance: 2026 BASE: As soon as possible but not later than 01 June 2026 30 December 2026 with possibility to exercise the following options:

2027 Option 1: from 1 January 2027 until 30 December 2027

2028 Option 2: from 1 January 2028 until 30 December 2028

Required Security Clearance: NATO SECRET

1 INTRODUCTION

1.1 NCIA CSU BRU

Within the Agency CIS Support Unit (CSU) Brussels provides consistent reliable and cost-effective ICT service delivery to all NATO customers located in the NATO compound in Brussels including understanding and managing the interface with the Secretary General and Deputy Director General International Military Staff (DG IMS) through his/her delegated representatives ICTM/EXCO IMS who act in the role of Intelligent Customer.

1.2 Coherence Branch

The Coherence (COH) Branch supports the Agencys Demand Management (DM) organization and is responsible for liaison with all customers in the CSUs AoR and supports the Commander CSU in the role as NCIA representative and provides a single-entry point for customers. The Coherence Branch contributes and/or conducts monitoring and measurement of customer satisfaction. COH supports the management of all agreements concerning Service Provision Operations and Exercises within the CSU AoR. The Coherence Branch supports Service Lines in the implementation and improvement of service management processes.

1.3 Service Management and Control (SMC) Team

Within the Coherence Branch the Service Management and Control (SMC) Team is responsible for the ITSM and System Monitoring Toolsets.

Under the direction of the Head of the Branch and the SMC Toolsets Manager the BMC SRM Engineering Service Contractor is responsible for the maintenance operating and upgrading the Service Request Management (SRM) system and datasets based on BMC Helix ITSM (a.k.a. BMC Remedy) and BMC Helix Service Request Management.

The ITSM systems are deployed on two networks over various classifications containing BMC ARS BMC Mid-Tiers BMC RSSO BMC ITSM BMC SRM BMC SLM BMC CMDB BMC Discovery ver. 20.02 or later. The BMC SRM Engineering Service Contractor is responsible in creating and updating Processes and Service Requests and Reports.

2 OBJECTIVES

NCIA NHQ SMC requires specialist support to design develop test and deliver Service Request Definitions (SRDs) BPMN process designs and reporting for BMC Helix ITSM / SRM (ver. 20.02). The contracting is based into a performance and delivery-based model with monthly measurable deliverables acceptance criteria KPIs and payment triggers. The main objectives of this statement of work can be summarized as follows:

• Service Catalogue Development: Design develop test update and support the BMC Service Request Definitions based on the current BMC Service Request Management ver.20.02 and future BMC ITSM versions (e.g. BMC Digital Workplace Catalogue ver. 25.x) following the best practice standards.
• ITSM Reporting: Design develop test update and support the BMC ITSM Reports based on the current BMC Smart Reporting version 20.02 and future BMC ITSM Reporting toolsets (e.g. BMC Helix Dashboards v25.x) following the best practice standards.
• Deliver Processes definitions process design (BPMN) SRD specifications SRD development testing/UAT and required reports.
• Target up to 18 points per month (complexity-weighted) equivalent to approximately 2 - 6 Processes and SRDs monthly.
• Provide monthly evidence enabling the SMC Manager to validate and accept deliverables.
• ITSM Documentation: Documenting the developed and updated ITSM code Service Request Definitions and Reports and creating the Knowledge Articles.

3 SCOPE OF WORK

3.1 Monthly deliverables (per SRD)

• Meetings with the processes stakeholders.
• BPMN process diagram and process documentation uploaded to the portal.
• SRD design (fields workflows approvals AOT/PDT definitions).
• Developed SRD deployed to test and production after acceptance.
• UAT report (testers defects remediation).
• Smart Report/dashboard item if required.
• Monthly summary report (points delivered links to artifacts blockers next month plan).

3.2 Supporting activities

The Contractor shall perform ongoing supporting activities including but not limited to:

• Facilitating and attending design workshops UAT sessions planning and weekly standups.
• Maintaining code/configuration documentation.
• Providing knowledge transfer and documentation updates.
• Meetings workshops documentation and knowledge transfer are supporting activities (not billable units) and shall be included within the fixed price of the Deliverables.
• These activities are required to produce the outcome-based deliverables and do not trigger payment.

4 COMPLEXITY MODEL

4.1 SRDs Complexity Table

Simple SRD:

Questions: Up to 6

AOTs: 1

Approval Groups: Up to 1

Points: New: 3; Update: 1

Medium SRD:

Questions: Up to 12

AOTs: Up to 3

Approval Groups: Up to 3

Points: New: 6; Update: 2

Complex SRD:

Questions: Up to 30

AOTs: Up to 12

Approval Groups: Up to 6

Points: New: 12; Update: 4

4.2 Reports Complexity Table

Simple Report:

Columns: Up to 6

Calculated Fields: Up to 1

Data Sources / Joins: 1

Points: New: 1; Update: 0.5

Medium Report:

Columns: Up to 12

Calculated Fields: Up to 3

Data Sources / Joins: Up to 3

Points: New: 2; Update: 1

Complex Report:

Columns: Up to 30

Calculated Fields: Up to 12

Data Sources / Joins: Up to 6

Points: New: 4; Update: 2

4.3 Monthly target

The expected delivery rate is planned as an average of approximately eighteen (18) performance points per month based on the agreed annual performance target.

Monthly delivery may vary due to operational priorities dependencies or other agreed factors. Variations in monthly delivery do not constitute non-performance provided that the cumulative delivery over the applicable performance year meets the agreed annual performance target.

The composition of SRDs and reports contributing to the monthly delivery shall be agreed during the monthly planning meeting.

After the first three (3) months the complexity model and planning assumptions may be adjusted by mutual written agreement between the Contractor and NCIA represented by the SMC Manager.

4.4 Meetings

The Contractor shall participate in the daily reporting and planning activities (daily stand-ups) as well as the required participation in workshops events and conferences related to the supported services up to 18 hours (3 days) per month as requested by the SMC Manager.

5 ACCEPTANCE CRITERIA and KPIs

5.1 Per SRD acceptance criteria

• Functional completeness: SRD implements all fields workflows and integrations as specified.
• Process quality: Process documented in the NCIA Portal based on existing template.
• BPMN quality: BPMN diagram documented based on existing template and best practice standards.
• Defect rate: 2 critical defects in UAT; defects resolved before production.
• UAT sign-off: SMC Manager acceptance and approval.

5.2 Monthly KPIs:

The following KPIs shall be used to monitor delivery progress and quality on a monthly basis:

• Delivery progress: Monthly delivery aligned with the agreed planning baseline contributing toward the annual performance target.
• On-time delivery: 90% of accepted deliverables delivered within the agreed monthly planning window.
• UAT defect density: 2 critical defects per SRD.
• Stakeholder satisfaction: average 4/5.

5.2.1 KPI 1.1 SRD Delivery Acceptance Rate

Target: 90% of SRDs accepted at first submission

Acceptance Criteria: SRD fully functional in BMC environment (no blocking defects); Request workflows correctly configured (approvals tasks SLAs); Request fields validations and dependencies implemented as per specification; Naming conventions and categorization aligned with standards

5.2.2 KPI 1.2 SRD Quality Compliance

Target: 90% compliance

Acceptance Criteria: Conforms to BMC best practices (version-specific); No critical or high defects in UAT; Reusable components applied where applicable; Performance does not degrade catalogue usability

5.2.3 KPI 1.3 SRD Deployment Success Rate

Target: 90% successful deployments

Acceptance Criteria: Successfully migrated to production without rollback; No Sev1/Sev2 incidents within 5 business days post-release

5.2.4 KPI 2.1 Report Acceptance Rate

Target: 90% accepted at first submission

Acceptance Criteria: Data validated against source systems (2% variance); Filters prompts and drill-downs working correctly; Layout and visualization meet stakeholder requirements; Performance within agreed thresholds

5.2.5 KPI 2.2 Reporting Quality Score

Target: 90% compliance

Acceptance Criteria: No broken queries or data inconsistencies; Follows naming conventions and governance standards; Security roles and permissions correctly applied

5.2.6 KPI 2.3 UAT Completion Efficiency

Target: 90% passed within 2 cycles

Acceptance Criteria: All test cases executed and signed off; Defects resolved and retested successfully

5.2.7 KPI 3.1 End-to-End Delivery Acceptance

Target: 90% accepted without major rework

Acceptance Criteria: BPMN diagrams compliant with BPMN 2.0 standards; Process flows validated and approved by stakeholders; SRDs aligned with process design; Test scripts executed with 90% pass rate

5.2.8 KPI 3.2 UAT Acceptance Rate

Target: 90%

Acceptance Criteria: The critical test scenarios passed; No high/critical defects open at sign-off; Business approval documented

5.2.9 KPI 3.3 Process Effectiveness

Target: 85% stakeholder satisfaction

Acceptance Criteria: Process meets defined business outcomes; No major usability issues reported within 2 weeks

Monthly KPIs are intended to support delivery planning transparency and continuous improvement.

Performance assessment and payment eligibility are based on accepted deliverables and cumulative performance as defined in the Payment Model under Section 7.

6 REVIEW PROCESS and TIMELINES

6.1 Required artifacts per SRD

• BPMN diagram;
• Process documentation (portal);
• SRD design (template);
• SRD development (Pre-Prod and Prod)
• Unit Test instance evidence;
• UAT report;
• Smart Report (if applicable).

6.2 Review & acceptance workflow

a. Contractor submits artifacts and requests acceptance.

b. SMC Manager review window: 7 calendar days to accept or raise issues.

c. Contractor fix window: 3 business days to resolve issues; if more time needed submit remediation plan.

d. Final acceptance recorded by signed monthly Delivery Acceptance Sheet (DAS). Signed DAS triggers payment.

e. Complexity reclassification must be agreed in writing before development.

7 PAYMENT MODEL

7.3 Annual Performance Target and Variability

The performance model is based on an annual delivery expectation corresponding to the agreed performance points for the applicable contract year.

Monthly delivery may vary provided that the cumulative annual delivery meets the agreed annual performance target and all deliverables are accepted in accordance with the Acceptance Criteria.

7.4 Payment rules

Full payment: 100% of monthly points target and accepted deliverables meet KPIs.

Partial payment: Pro-rata per point delivered on target and accepted.

Invoicing: Monthly invoice accompanied by DAS and monthly report. Payment processed after acceptance.

Payment Schedule shall be according to payment milestones upon completion of the performance points.

Invoices shall be accompanied by a Delivery Acceptance Sheet (Annex B) signed by the Contractor and the NCIA POC.

The following deliverables are expected from the service on this statement of work:

2026 BASE: As soon as possible but not later 1 June 2026 to 30 December 2026:

Deliverable: 7 months x 18 points

Cost Ceiling: 7 x 15Payment Milestones: Upon completion of the performance points in the related month. Completion of this milestone shall be accompanied by the Delivery Acceptance Sheet (DAS) (Annex B) signed for acceptance by the Purchasers authorized point of contact and the Contractor

The number of points and months shown above represents a planning baseline for financial purposes. Actual monthly delivery may vary and payment is based solely on accepted performance points in accordance with the Payment Model.

The payment shall be dependent upon successful acceptance of the Delivery Acceptance Sheet (DAS) (Annex B).

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

Subject to actual requirements contractor performance and available funding the Purchaser reserves the right to exercise optional annual contract extensions for 2027 and 2028 at a later time within the same scope and cost.

2027 OPTION: 01 January 2027 to 30 December 2027:

Deliverable: 11 months x 18 points

Payment Milestones: Upon completion of the performance points in the related month. Completion of this milestone shall be accompanied by the Delivery Acceptance Sheet (DAS) (Annex B) signed for acceptance by the Purchasers authorized point of contact and the Contractor

2028 OPTION: 01 January 2028 to 30 December 2028:

Deliverable: 11 months x 18 points

Payment Milestones: Upon completion of the performance points in the related month. Completion of this milestone shall be accompanied by the Delivery Acceptance Sheet (DAS) (Annex B) signed for acceptance by the Purchasers authorized point of contact and the Contractor

8 ROLES & RESPONSIBILITIES

8.1 Contractor

Deliver artifacts attend meetings fix defects within agreed windows maintain CM repository provide documentation.

8.2 SMC Manager (NCIA)

Validate and accept deliverables provide feedback within 7 calendar days sign DAS to trigger payment.

8.3 Engineering Team Leads (NCIA)

Participate in workshops and UAT.

8.4 Coherence Branch Head (NCIA)

Informed for the deliverables.

9 COORDINATION AND REPORTING

The Contractor shall deliver services 100% on site at NCIA Brussels Belgium.

At the NCIA or other NATO sites the highest level of classification that contractor may need to access is NATO SECRET (NS). As a result of this contractor must hold a valid NATO SECRET Security Clearance at the start date of the contract.

The contractor shall report to the Head of NHQ Service Management and Control Section.

The contractor shall participate in weekly status update meetings activity planning and other meetings as instructed physically in the office or in person via electronic means using Conference Call capabilities according to the Team Leaders instructions.

For each point to be considered as complete and payable the contractor must report the outcome of his/her service during the month first verbally during the retrospective meeting and then in written within three (3) days after the months end date. The format of this report shall be a short email to the NCIA Point of Contact mentioning the service held and the development achievements during the month.

10 CONSTRAINTS

All the deliverables provided under this statement of work shall be based on NCIA templates or agreed with the project point of contact.

All support maintenance documentation and required code shall be stored under configuration management and/or in the provided NCIA tools.

All developed solutions tools and code under this project shall be property of NCIA.

11 SECURITY

The performance of these services requires a valid NATO SECRET security clearance.

The expected classification level of the deliverables is up to NATO SECRET.

The execution of the services may require the consultants to access information as well as CIS systems classified up to NATO SECRET.

12 PRACTICAL ARRANGEMENTS

This is a deliverables-based contract.

The contractor will be required to provide the service 100% on-site at NCIA NATO Headquarters Brussels - Belgium. Exceptional off-site activities to support service delivery may also be arranged with the line managers coordination and approval but not to exceed 1 day per week teleworking from Belgium providing services during NATO HQ working hours.

The work shall be conducted during normal office hours following the NCIA Brussels calendar.

NCIA will provide access to relevant networks and resources as required by the project.

The work depicted in this SOW is expected to be carried by a single contractor.

Contractor will be part of the NCIA NHQ SMC team.

13 TRAVEL

There are no requirements to travel to other sites within NATO for completing these tasks.

14 QUALIFICATIONS

See Requirements

11 SECURITY

• The performance of these services requires a valid NATO SECRET security clearance.

14 QUALIFICATIONS

The consultancy support for this service requires following qualifications:

14.1 Essential qualifications

• University Degree and 3 years function related experience or Higher Secondary Education and completed advanced vocational training leading to a professional qualification or professional accreditation with 4 years post related experience;
• At least 3 years of hands-on experience with IT Service Management based on BMC Helix ITSM Suite (ver. 20.02 or later) BMC Service Request Management (ver. 20.02 or later) and BMC Smart Reporting (ver. 20.02 or later) at Administrator and Engineer Level.
• BMC Remedy ITSM Suite administration and development (version 20.02 and higher)

14.2 Desirable qualifications

• BMC Certification in IT Service Management based on BMC ITSM Suite BMC Service Request Management and BMC Smart Reporting.
• Experience configuring and customizing the Remedy ITSM suite. Solid understanding of BMC Remedy ITSM architecture including load balancing high availability scalability and fail-over solutions;
• Excellent troubleshooting skills.

Required Experience:

IC