Deadline date:
Monday, 19 May 2025
Requirement Title: Provision and on-going delivery of Information Technology Service Management (ITSM) Service for the NCIA
Location of Performance:
NCIA CIS Sustainment Support Center (CSSC), onsite, in Brunssum, The Netherlands
Not To Exceed:
Base 2025: 39915 EUR, 2026, 2027 and 2028 yearly Options
Period of performance:
1 July 2025
Start date:
1 July 2025
Required Security Clearance:
NATO SECRET
Purpose;
The purpose of this Statement of Work (SOW) is to describe the services for the ITSM Service in Brunssum, The Netherlands.
The NCI Agency (further referred to as "Purchaser") is seeking a qualified Contractor to provide support to staff based locally and those who operate DCIS elements in multiple locations worldwide.
High Level objectives:
ITSM services provided by the CSSC Resource Management Branch/Resource Management Section staff serve as dedicated point of contact for DCIS (Deployable Communications and Information Systems) services to include NATO Security Assistance and Training for Ukraine (NSATU).
Background:
In general, the Purchaser provides support to DCIS services to include NSATU. The Purchaser operates a user-facing ITSM tool providing support to staff based locally and in multiple locations worldwide. The staff members engage with the RMB/RMS personnel either directly or via the ITSM tickets.
The RMB/RMS staff support the following:
- Coordination and controls of the CSSC resources in support of static and deployable environments.
- Provision of a single point of contact for maintenance planning of NATO Deployable CIS.
- Coordination of the rotation of deployed Purchaser's personnel in support of ongoing operations.
- Coordination of all CIS projects and special tasks both internally and externally.
- Opening, daily updating, and closing ITSM incidents.
- Opening, updating, completing, uploading reports to ITSM Change Requests. Internal and external coordination of the ITSM Incidents resolution to achieve the SLA targets.
- Planning and supervision of ITSM Service Requests execution to meet operational deadlines.
- Monitoring and coordination of the ASI (Authorized Service Interruption) events, to prevent SLA targets breaches.
- Raising EBA Work Requests for CSSC EMB (Engineering Maintenance Branch) and Asset Management and Supply Branch (AMSB) to request technical maintenance, repair and logistics activities.
- Raising new MAT entries for tracking of major Incidents, Service Requests, ASI's and keeping them up to date.