Deadline Date:
Monday 9 June
2025
Requirement:
Service Request and Incident Management Process Definition Support Services
Location:
Braine-l’Alleud, BELGIUM
Time On-Site:
100%
Not to Exceed:
2025 BASE: NTE 78,210 EUR (22 sprints, NTE/ sprint 3,555 EUR)
Period of Performance:
2025 BASE:1st August 2025
, 2026 Option and 2027 Option
Required Security Clearance:
NATO SECRET
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.
- 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 Q4’24 and onwards, the services are rapidly evolving from using fully on-premise to a mixture of on-premise and public cloud technologies.
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.
During performance of the contract, the Contractor personnel will act as part of the Purchaser’s IT support organization.
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 Purchaser’s 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 Purchaser’s 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.
- 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 Purchaser’s 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.
- 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 Purchaser’s standard, managing NDWC’s scope as a business area (BA) and underlying service provided by other BAs.
- 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.
- Engage with Purchaser’s stakeholders to gather and analyse business needs.
- Translate requirements into structured, functional specifications for form design.
- 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 NATO’s evolving operational and security standards.
- Collect insights through opinion polls, discussions, and feedback loops.
- Implement improvements based on user experiences and operational needs.
Place of Performance:
The deliverables will be produced on-site at Purchaser’s premises in Braine L’Alleud.
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 Purchaser’s working hours—Monday to Thursday from 08h30 until 17h30 and Friday from 08h30 until 15h30 and observe Purchaser’s official holidays.
The Purchaser’s official holidays may differ from the public holidays in the Host Nation.
Travel:
Depending on Purchaser’s 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(PPE):
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 Contractor’s 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 Purchaser’s own network.
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.
Requirements:
The Contractor shall:
- manage and be responsible for all Contractor personnel.
- seek Purchaser’s 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.
- 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 Purchaser’s staff.
- have sufficient knowledge in English language to allow smooth verbal and written communication.
- handle the Purchaser’s furnished equipment (PFE) with due care.
- operate the equipment following the manufacturer’s 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 Purchaser’s procedures and observe relevant KPIs.
- bring immediately to the attention of the Purchaser Point of Contact any issues preventing the execution of the work.
- support the Contractor’s personnel with access to the IT systems as required. The Contractor shall submit requests for change of Contractor’s personnel at least 30 days in advance.
- All the deliverables provided under this statement of work will be based on Purchaser templates or agreed with the Purchaser’s 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 Contractor’s staff undertaking this project.
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.