Service Operations. Service operations provides execution of the day-to-day processes, functions and activities necessary for delivering reliable, high quality GCSS-MC/LCM Increment 1 services. Service operations encompasses the Enterprise Service Desk, IT Operations Management, Technical Management, and Production/PSS infrastructure sustainment. GCSS- MC/LCM Increment 1 follows the Information Technology Infrastructure Library (ITIL) v3 based model for service operations. Processes managed within GCSS-MC/LCM Increment 1 service operations include request fulfillment, access management, event management, incident management, and problem management. To execute GCSS-MC/LCM Increment 1 service operation processes and functions, the GCSS-MC PMO has established the GOC and the Enterprise Service Desk. The GOC provides for the IT, Technical, and Application Management of the Production system. The GOC is comprised of technical Subject Matter Experts (SMEs) that oversee the daily operations of the system, focusing on system operation, maintenance, application, and infrastructure sustainment. The GOC, together with the Enterprise Service Desk, provides integrated support to manage and resolve service requests, events, incidents, and problems. The Enterprise Service Desk serves as the PMO’s interface to GCSS-MC/LCM Increment 1 users. The Enterprise Service Desk provides Request Fulfillment and Access Management support to GCSS-MC users, and together with the GOC, executes Event, Incident, and Problem Management processes. The Contractor shall execute GOC and Enterprise Service Desk services, functions and processes for the GCSS-MC/LCM Increment 1 Production system. The Contractor shall provide technical expertise in system administration, system integration, database administration, application administration, implementation of code, system software support, networking support, and Enterprise Service Desk to sustain 24-hour-a day/7-day-a- week/365-day-a-year system operations. The Contractor shall provide integrated incident/problem management to resolve issues and problems, and unplanned outages. The Contractor shall work cohesively with the GCSS-MC Government team, including SMEs, Systems Engineering, Cybersecurity, Business System Integration (BSI), and support contractors to ensure delivery of reliable and responsive Service Operations support.
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