2909 ACPV Service Catalogue Development Support

• IT Security
• ACPV Development
• Technical Service Plans

SCOPE OF WORK
The objective is to provide support to the activities executed by NCSC on a deliverable-based (completion-type) contract. The work will consist in preparing the following deliverables:

• Service Description (SD) following NCIA template, describing the service, service value proposition, each service feature or flavour, support hours, standard service support level, unit of consumption and unitary price.
• Service Delivery Plan (SDP) following NCIA template describing all Service Technology Components, the Service Tree, Service Support Model, Roles and Responsibilities, Service Level Targets and Key Performance Indicators.
• A bottom-up quantified Service Cost Model following NCIA template.

The breakdown of these activities is the following:

Service Description
The Contractor following a NCIA Template will develop a Service Description Document with the detailed technical description that needs to include Service Identification, Service Type, Description of Service, Value Proposition, Service Features/Flavors, Environments, Prerequisites, Standard Service Support Levels and Service Cost.

Service Delivery Plan (SDP)
In this activity the Contractor needs to draft the Service Delivery Plan and will need to gather from all stakeholders, in the following activities, all the necessary elements and include the information gathered/developed in the SDP.

Service overview:
The contractor will develop a brief description of the Service from a technical point of view, providing the link to the document containing the detailed technical description of the Service (developed in the previous activity).
The contractor will identify and document all prerequisite Customer Facing Services, Underlying Services, Service Assets (Software/Hardware), Licenses and Underpinning Contracts.

Service Technology Components and Model:
The Contractor will develop a visual representation of the relationship of service technology Components, using a provided template.

Service Support Model:
In this activity the Contractor needs to describe what levels of support are applicable to the Service, keeping in scope how the NCI Agency has defined standardized levels of support. If the Service requires deviation/different definition of support levels, they need to be described identifying their source (e.g. SLA, POW, etc.)

Service Delivery Support Process
The Contractor needs to develop a scheme that best depicts how the support process for the Service is defined and operated. An illustration of such a scheme will be provided to harmonize this work with other existing SDPs.
Description of future end-state implementation overview of the Service Delivery Support Process.

The Contractor needs to develop a RACI table to describe the Roles and responsibilities within the Service Delivery Process.

Service Delivery Point is defined as the latest physical location where physical work needs to take place to have a service delivered. The Contractor needs to identify all Service Delivery points for the Service and document them in a matrix indicating all the instances for each.

Service Delivery Management:
The Contractor needs to identify all the major coordination events and their time-frames, reporting activities or other relevant events planned during Service Delivery (e.g. Full Service Delivery Review, Collection of Customer Inputs, etc.).
Annexes:

The Contractor may need to Include any other annexes, in accordance with the requirements of the specific SDP to address (Service Level Targets, ITSM Configuration Parameters, CMDB Data Configuration, Acquisition Procedures, Material Requisition Procedures, Capacity Management, etc.) determined during the work on previous activities.

Definitions and Acronyms
Develop the list of definitions and acronyms used in the Service Delivery plan

Bottom-up Cost Model

• In this activity the Contractor shall develop a bottom-up cost model for the Service identifying all service Costs that will be supporting the proposed Service Rate.

REQUIRED QUALIFICATIONS

Technical Proficiency:

• The support for this work requires the following technical proficiencies:
• Good Knowledge and experience with the ITIL Framework (Service Strategy/Service Design)
• Solid understanding of financial management of IT Services and experience with Service Costs and Service Rates calculation.

Problem-Solving Skills:

• Strong troubleshooting skills to diagnose and resolve hardware, software, and network issues,
• Ability to guide users through problem-solving steps effectively.

Communication and Interpersonal Skills:

• Excellent verbal and written communication skills,
• Full proficiency in English,
• Ability to communicate technical information to non-technical users in a clear and concise manner.

Organizational Skills:

• Ability to manage multiple tasks and prioritize tasks effectively,

Attention to detail in documenting support activities and maintaining accurate records.
Team Collaboration:

• Ability to work effectively as part of a team and share knowledge and resources,
• Willingness to collaborate with colleagues to solve complex issues.

Others:

• The candidate has strong customer relationship skills, including negotiating complex and sensitive situations under pressure,
• The candidate must have the nationality of one of the NATO nations.

DESIRABLE QUALIFICATIONS

• Experience in working with NATO,
• Experience of working with NATO Communications and Information Agency,
• Experience of working with national Defence or Government entities.