NARA AMIS & AERIC (AA) Systems - MRAS

t procedures compliant with ITIL v3 or other industry standard service delivery methodology and ensure that Vendor support staff fully complies with these procedures, which include:

Identifying and documenting problems

Investigating root causes of problems

Developing and implementing workarounds or permanent solutions to problems

Tracking and managing the progress of problem resolution

4.1.3.2The Vendor must establish management reporting and review procedures for all problems, and ensure that support staff fully comply with these procedures. The Vendor must provide a Problem Report, which includes root cause analysis and timelines, to NARA upon resolution of a problem.

4.1.4Systems Administration

4.1.4.1The Vendor must provide systems administration support for the AA systems, including:

Maintenance and operation of hardware and software

System administration tasks such as user account management, system monitoring, performance tuning, backup and recovery, and security management

Scripting to automate routine tasks

Creating, maintaining, and operating non-production environments

Supporting application maintenance activities such as patching and upgrades

4.1.5Database Administration

4.1.5.1The Vendor must provide database administration support for the AA systems, including:

Monitoring performance of Oracle databases

Installation and testing of database upgrades and patches

Building database schema, tables, procedures, and update permissions

Developing database queries and administering databases

Overseeing backup, restoration, and recovery of databases

Implementing security patches

Creating ad-hoc reports from databases

Resolving data inconsistencies in databases

4.1.6Data Harmonization and Reporting

4.1.6.1The Vendor must provide support for data harmonization and reporting activities for the AA systems, including:

Ensuring data consistency across different datasets within the systems

Generating reports based on user requirements using tools such as Crystal Reports or similar software

Assisting users in creating ad-hoc reports as needed

4.1.7Application Maintenance Support

4.1.7.1The Vendor must provide application maintenance support for the AA systems, including:

Resolving application issues reported by users

Implementing bug fixes and enhancements to the systems

Testing and deploying software updates and patches

4.1.8Production and Non-Production Environment Maintenance and Support

4.1.8.1The Vendor must provide maintenance and support for both production and non-production environments of the AA systems, including:

Monitoring and managing the availability and performance of the environments

Ensuring proper configuration and change management processes are followed

Supporting infrastructure upgrades and maintenance activities

4.1.9Software and System Maintenance and Upgrades

4.1.9.1The Vendor must provide support for software and system maintenance and upgrades for the AA systems, including:

Planning, testing, and deploying software updates, patches, and upgrades

Ensuring compatibility of new software versions with existing systems

Managing change control processes for software changes

4.1.10Initial & Annual Infrastructure and Application Assessment

4.1.10.1The Vendor must perform initial and annual assessments of the infrastructure and applications of the AA systems, including:

Evaluating hardware, software, network, and security configurations

Identifying areas for improvement or optimization

Developing plans for addressing identified issues or risks

4.1.11Configuration Management

4.1.11.1The Vendor must establish configuration management processes compliant with ITIL v3 or other industry standard service delivery methodology and ensure that Vendor support staff fully complies with these processes, which include:

Maintaining an accurate inventory of hardware, software, licenses, and configurations of the AA systems

Tracking changes to configurations through a change control process

Ensuring proper documentation of configurations for future reference or troubleshooting purposes

4.1.12Change Control

4.1.12.1The Vendor must establish change control processes compliant with ITIL v3 or other industry standard service delivery methodology and ensure that Vendor support staff fully complies with these processes, which include:

Reviewing and approving all proposed changes to the AA systems

Documenting and tracking all approved changes through a change management system

Ensuring proper testing and validation of changes before implementation

4.1.13Software Asset Management

4.1.13.1The Vendor must establish software asset management processes compliant with ITIL v3 or other industry standard service delivery methodology and ensure that Vendor support staff fully complies with these processes, which include:

Maintaining an accurate inventory of software licenses, including license keys, usage rights, and expiration dates

Tracking software installations and usage to ensure compliance with licensing agreements

Managing software upgrades and patches to ensure proper version control

4.1.14System Test

4.1.14.1The Vendor must perform system testing activities for the AA systems, including:

Developing test plans and test cases based on system requirements

Executing test cases to validate system functionality and performance

Identifying and documenting any issues or defects found during testing

Coordinating with developers to resolve issues and retest fixes

4.1.15User Acceptance Test (UAT) Support

4.1.15.1The Vendor must provide support for user acceptance testing (UAT) activities for the AA systems, including:

Assisting users in developing UAT plans and test cases

Coordinating UAT activities with users and developers

Providing technical support during UAT execution

Documenting and tracking UAT results and issues

4.1.16IT Security Requirements Support

4.1.16.1The Vendor must provide support for IT security requirements for the AA systems, including:

Implementing security controls and measures to protect the systems from unauthorized access or data breaches

Monitoring system logs for security incidents or vulnerabilities

Assisting in the development and implementation of security policies and procedures

4.1.17Backup and Recovery

4.1.17.1The Vendor must establish backup and recovery processes compliant with industry best practices and ensure that Vendor support staff fully complies with these processes, which include:

Regularly backing up data and system configurations to ensure data integrity and availability

Testing backup and recovery procedures to ensure their effectiveness

Performing regular recovery drills to validate the ability to restore systems in case of a disaster or data loss

4.1.18Release and Deployment Management

4.1.18.1The Vendor must establish release and deployment management processes compliant with ITIL v3 or other industry standard service delivery methodology and ensure that Vendor support staff fully complies with these processes, which include:

Planning, coordinating, and executing software releases and deployments

Ensuring proper testing and validation of software changes before deployment

Managing the communication and coordination of release activities with users and stakeholders

4.1.19Service Level Agreement Management

4.1.19.1The Vendor must establish service level agreement (SLA) management processes compliant with ITIL v3 or other industry standard service delivery methodology and ensure that Vendor support staff fully complies with these processes, which include:

Monitoring and reporting on SLA performance metrics for the AA systems

Identifying areas for improvement or optimization to meet SLA targets

Developing plans for addressing SLA deviations or issues

4.1.20Operational Plans and Processes

4.1.20.1The Vendor must develop operational plans and processes for the AA systems, including:

Documenting standard operating procedures (SOPs) for routine system maintenance tasks

Developing incident response plans for addressing security incidents or system outages

Creating disaster recovery plans for restoring systems in case of a major disruption or data loss

4.1.21Transition Support

4.1.21.1The Vendor must provide transition support activities for the AA systems, including:

Assisting in the transition of new software or system upgrades into production environments

Coordinating with users and stakeholders to ensure a smooth transition and minimal disruption to operations

Providing training and documentation to users on new features or changes introduced in the systems

4.1.22Creation of Ad-Hoc Reports

4.1.22.1The Vendor must provide support for the creation of ad-hoc reports as requested by users, including:

Developing custom reports based on user requirements using tools such as Crystal Reports or similar software

Assisting users in generating ad-hoc reports using available data and reporting tools

4.1.23Creation of New Forms/Form Updates

4.1.23.1The Vendor must provide support for the creation of new forms or updates to existing forms in the AA systems, including:

Developing new form templates based on user requirements

Updating existing form templates to incorporate changes or improvements

Testing and validating form functionality before deployment

4.1.24Importing and Exporting Collections

4.1.24.1The Vendor must provide support for importing and exporting collections of records in the AA systems, including:

Assisting users in importing records from external sources into the systems

Exporting records from the systems in a format compatible with external systems or applications

Ensuring data integrity and accuracy during import and export processes