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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
Analyzing and diagnosing the root cause of problems
Developing and implementing workarounds or permanent solutions to problems
Tracking and monitoring 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
The 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, and troubleshooting
Database administration tasks such as database installation, configuration, backup and recovery, performance tuning, and troubleshooting
Scripting to automate routine tasks
Creation and maintenance of non-production environments for testing and development purposes
Support for software upgrades and patches
Application support for AA systems
4.1.5Database Administration
The 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 data sets
Oversight of backup, restoration, and recovery of databases
Implementation of security patches
Creation of ad-hoc reports using database queries
Resolution of data inconsistencies in databases
4.1.6Data Harmonization and Reporting
The Vendor must provide support for data harmonization and reporting for the AA systems, including:
Ensuring consistency of data across different datasets in the AA systems
Generating reports based on user requirements using tools such as Crystal Reports or similar reporting tools
Providing support for creating new workflows and updating existing workflows
4.1.7Application Maintenance Support
The Vendor must provide application maintenance support for the AA systems, including:
Monitoring and maintaining the functionality of the AA systems
Resolving issues and bugs in the applications
Implementing enhancements and updates to the applications
4.1.8Production and Non-Production Environment Maintenance and Support
The Vendor must provide maintenance and support for both production and non-production environments of the AA systems, including:
Monitoring and maintaining the infrastructure of the environments
Ensuring availability and performance of the environments
Managing backups and recovery of data in the environments
Supporting software upgrades and patches in the environments
4.1.9Software and System Maintenance and Upgrades
The Vendor must provide support for software and system maintenance and upgrades for the AA systems, including:
Planning, scheduling, and implementing software upgrades and patches
Testing software upgrades and patches in non-production environments before deploying to production environments
Ensuring compatibility of software upgrades with existing system configurations
4.1.10Initial & Annual Infrastructure and Application Assessment
The Vendor must conduct initial and annual assessments of the infrastructure and applications of the AA systems, including:
Evaluating the performance, security, and reliability of the infrastructure and applications
Identifying areas for improvement or optimization in the infrastructure and applications
Developing plans for addressing any identified issues or deficiencies in the infrastructure and applications
4.1.11Configuration Management
The Vendor must establish configuration management processes to manage changes to the AA systems, including:
Maintaining a configuration management database (CMDB) that tracks all hardware, software, and network components of the AA systems
Documenting all changes made to the AA systems, including hardware upgrades, software updates, and network configuration changes
Ensuring that all changes are properly authorized, tested, documented, and implemented in accordance with established change control procedures
4.1.12Change Control
The Vendor must establish change control processes to manage changes to the AA systems, including:
Reviewing and approving all proposed changes to the AA systems
Ensuring that all changes are properly documented, tested, and implemented in accordance with established change control procedures
Monitoring and tracking the status of all changes throughout the change management process
4.1.13Software Asset Management
The Vendor must establish software asset management processes to manage software licenses and usage in the AA systems, including:
Maintaining an inventory of all software licenses used in the AA systems
Ensuring compliance with software license agreements and usage restrictions
Tracking software usage and ensuring that all software installations are properly licensed
4.1.14System Test
The Vendor must perform system testing for the AA systems, including:
Developing test plans and test cases based on system requirements
Executing test cases to validate the functionality and performance of the AA systems
Identifying and documenting any issues or bugs discovered during testing
4.1.15User Acceptance Test (UAT)
The Vendor must support user acceptance testing for the AA systems, including:
Assisting users in developing test scenarios and test cases for UAT
Providing guidance and support during UAT execution
Documenting any issues or bugs discovered during UAT
4.1.16IT Security Requirements Support
The Vendor must provide support for IT security requirements for the AA systems, including:
Implementing security controls and measures to protect the confidentiality, integrity, and availability of data in the AA systems
Monitoring and managing access controls for users of the AA systems
Conducting regular security assessments and audits of the AA systems to identify vulnerabilities and risks
Implementing patches and updates to address security vulnerabilities in the AA systems
4.1.17Backup and Recovery
The Vendor must establish backup and recovery processes for the AA systems, including:
Regularly backing up data in the AA systems to ensure data integrity and availability in case of system failures or disasters
Testing backup and recovery procedures to ensure their effectiveness and reliability
Implementing recovery plans and procedures to restore the AA systems in case of system failures or disasters
4.1.18Release and Deployment Management
The Vendor must establish release and deployment management processes for the AA systems, including:
Planning, scheduling, and coordinating the release of software updates, patches, and enhancements to the AA systems
Testing software releases in non-production environments before deploying to production environments
Ensuring that all releases are properly documented, tested, and implemented in accordance with established release management procedures
4.1.19Service Level Agreement Management
The Vendor must establish service level agreement (SLA) management processes for the AA systems, including:
Monitoring and tracking performance against SLA targets for availability, response time, and resolution time
Reporting SLA performance to NARA on a regular basis
Identifying areas for improvement or optimization to meet SLA targets
4.1.20Operational Plans and Processes
The Vendor must develop operational plans and processes for the AA systems, including:
Documenting standard operating procedures (SOPs) for routine tasks and activities related to the AA systems
Establishing workflows and processes for incident management, problem management, change control, and other operational activities
Ensuring that all staff are trained on and adhere to the operational plans and processes
4.1.21Transition Support
The Vendor must provide transition support activities for the AA systems, including:
Assisting in the transition of new software releases or enhancements from development to production environments
Providing training and support to users during the transition period
Ensuring that all necessary documentation and resources are available for a smooth transition process
4.1.22Creation of Ad-Hoc Reports
The Vendor must provide support for the creation of ad-hoc reports in the AA systems, including:
Developing custom reports based on user requirements using tools such as Crystal Reports or similar reporting tools
Ensuring the accuracy and integrity of data in the reports
Providing support for modifying existing reports or creating new reports as needed
4.1.23Creation of New Forms/Form Updates
The 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 reflect changes in business processes or regulations
Ensuring the accuracy and functionality of the forms in the AA systems
4.1.24Importing and Exporting Collections
The Vendor must provide support for importing and exporting collections of data in the AA systems, including:
Developing processes and procedures for importing and exporting data in various formats
Ensuring the accuracy and integrity of imported and exported data
Providing support for troubleshooting issues related to data import/export processes
