APPENDIX 2A.1 IT SERVICE MANAGEMENT AND LIFE CYCLE MANAGEMENT TOOLS

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1 APPENDIX 2A.1 IT SERVICE MANAGEMENT AND LIFE CYCLE MANAGEMENT TOOLS For COUNTY Page 1 of 16

2 This is Appendix 2A.1 (IT Service Management and Life Cycle Services Tools) to the Agreement between the County of Orange, CA ( County or the County ) and the Vendor ( Vendor ). Unless otherwise expressly defined herein, the capitalized terms used herein shall have the meaning assigned to them in the Agreement. IT Service Management and Life Cycle Management Tools The Table below provides a listing and description of Vendor ITSM tools, associated functionality and capabilities, standard reports and associated Service Area environments related to Services. The Vendor shall support and maintain this tool environment. The Parties further agree that the Vendor s implementation of ServiceNow, as ServiceNow is described in Appendix 2A.1 and all other Schedules and Appendices shall be funded solely by the Vendor except for the connection(s) established and maintained between the Scope 1 Vendor s (SAIC) instance of ServiceNow and the Vendor s instance of ServiceNow (the Bridge ) as required for Vendor s successful provision of the Services. Vendor shall fund the hardware, software and resources needed to plan, design, build, test and implement the Bridge in amounts up to an aggregate of twenty thousand dollars ($20,000) ( Vendor s ServiceNow Threshold ), the County will fund the remaining costs, if any, for hardware, software and resources needed to plan, design, build, test and implement the Bridge that exceed the Vendor s ServiceNow Threshold as required for Vendor s successful provision of the Services; provided, however, that the County, in its sole discretion, can choose not to proceed with deploying the Bridge to the extent there are additional costs that the County would have to fund in order to deploy the Bridge, in which case the Parties shall engage in good faith negotiations regarding: (1) the impact, if any, of not deploying the Bridge; and, to the extent there would be an impact, (2) alternative means for achieving the same goal while eliminating the impact; and, to the extent the impact cannot be eliminated, (3) changing the relevant SLRs such that the impact which cannot be eliminated will not negatively impact the ability of Vendor to meet, monitor and track such SLRs, in which case the relevant SLRs will not result in SLR Fee Reductions during the good faith negotiations. Page 2 of 16

3 . Schedule 2A. 1 IT Service Management and Life Cycle Services Tools IT Service Management and Life Cycle Process Product Name & Version Describe Functions & Features Including Real-time Data Access for the County (including manual and automated functions / integration points with other tools) County Service Area Areas/Components where tool will be used (e.g., Data Center - UNIX and Windows servers, service desk) Vendor Transition Portal The transition portal tracks the following: All in-scope service towers Transition actions, issues, decisions, and risks Weekly calendar of meetings, transition contacts, and detailed transition schedules Quality management plan Change management plan The transition portal s objective is to provide a consolidated view of the status of the various management plans, transition schedules and risks. Project Management SPARK-ITS SharePoint Vendor s trade-marked quality management system, appraised at CMMI Level 3 and based on PMBOK, PMI, and ISO standards, guidelines and best practices. Over 500 work products including policy, process, procedures, templates, and methodology supporting best practice project management, system development, and training methodology. Houses SPARK-ITS products and provides out of the box configuration for Microsoft Project project management methodology (e.g. issue list, risk list, change control list, action items list). Shared single web portal for access to IT governance information, Project Management work products, and Enterprise project management and project management for each in-scope service tower Enterprise project management and project management for each in-scope service tower Page 3 of 16

4 IT Service Management and Life Cycle Process Product Name & Version Describe Functions & Features Including Real-time Data Access for the County (including manual and automated functions / integration points with other tools) status information. County Service Area Areas/Components where tool will be used (e.g., Data Center - UNIX and Windows servers, service desk) Microsoft Project Project and application portfolio management, project management, dashboards and reporting As part of Vendor established ISO 20000, ITIL v3 processes, Key Performance Indicators (KPIs) are defined in each service management process to identify whether the process is performing within specification by individual client and/or globally for Vendor depending on the process and requirements. KPI reports are reviewed by the appropriate individuals. Results of each KPI are recorded by the process owner based on the timeframe identified in the individual process documents. The Asset Management module of ServiceNow supports management of compliance which improves return on capital with an operational approach to IT asset life cycle, inventory, contract and cost controls. Asset management processes use the Configuration Management Database (CMDB) to ensure that IT assets and ITIL operational processes leverage the same configured item information; in turn, it provides improved visibility and process control for how incidents, problems, changes, configurations and SLAs affect assets and vice-versa. The CMDB is the heart of the Asset Management module and AMP in general because it maintains relationships between the various related hardware, licenses and versions that support the Enterprise project management and project management for each in-scope service tower KPI Monitoring & Reporting Atos-ServiceNow All in-scope service towers Asset Management Atos-ServiceNow All in-scope assets Page 4 of 16

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11 IT Service Management and Life Cycle Process Product Name & Version Describe Functions & Features Including Real-time Data Access for the County (including manual and automated functions / integration points with other tools) County Service Area Areas/Components where tool will be used (e.g., Data Center - UNIX and Windows servers, service desk) generated incidents. The workflows delivered by this module capture and track constructs, including incident initiation and problem correlation, root cause investigation, known errors and change requests. Root Cause Analysis SAIC-ServiceNow Vendor begins RCA for failed processes at the lowest level. The support group providing service for a reported issue assigns the ticket to an individual within that team (the assignee). As additional updates are available, the assignee adds information to the ticket to develop an accurate status of the activities associated with the resolution. As soon as the problem or request has been resolved, the assignee documents the resolution by completing various fields, performing an RCA on all Severity Level 1 tickets. RCAs that are identified are documented as a known error and, depending on resolution, linked to a change record for permanent resolution. All in-scope services Configuration Management Atos-ServiceNow NetMRI The CMDB is the foundation of ServiceNow s ITSM and is a fundamental component of the ITIL framework providing a unified repository of data about configuration items (CIs and describes the relationships between those CIs. The ServiceNow CMDB includes the physical, logical, and human elements used in the production of IT services. Activities include identifying, controlling, maintaining, and verifying the versions of CIs. All in-scope assets NetMRI provides automation and standardization of device-level network Page 11 of 16

12 IT Service Management and Life Cycle Process Product Name & Version Describe Functions & Features Including Real-time Data Access for the County (including manual and automated functions / integration points with other tools) County Service Area Areas/Components where tool will be used (e.g., Data Center - UNIX and Windows servers, service desk) configuration and change management. It also provides compliance policy enforcement and activation of services by discovering devices, setting a baseline, automating changes and standardizing changes based on policies and business rules for routers, switches, firewalls, VPN concentrators and operating system images. Dependency Mapping Atos-ServiceNow Vendor will create the logical dependency mappings utilizing the Change Management process. The Change Process will be required to be followed when any changes are being made to the topology of the network. When introducing a new Configuration Item or making changes to an existing one, the associated relationship will be captured by the change submitter managing the change. All in-scope services Change and Release Management Scheduling SAIC-ServiceNow The Change Management module delivers comprehensive policy, process management, and planning capabilities, thus enabling faster and more consistent change implementation while minimizing business risk and disruption. This module enables Vendor to define and enforce standardized change processes from submission through planning, implementation and verification. It ensures that the appropriate steps are taken, the right business owners are consulted, and fail-safe procedures are put in place. All in-scope services The Change Management module fully Page 12 of 16

13 IT Service Management and Life Cycle Process Product Name & Version Describe Functions & Features Including Real-time Data Access for the County (including manual and automated functions / integration points with other tools) County Service Area Areas/Components where tool will be used (e.g., Data Center - UNIX and Windows servers, service desk) integrated with the Configuration Management component seamlessly moves a Request for Change from planning to execution, and receives constant updates on the status of change implementation and verification. This ensures that changes are implemented as designed, and maintains complete transparency into the change process for management or compliance reporting. The Change Management module enables Vendor to better serve our clients by accomplishing the following: Managing the entire closed-loop change and configuration process to better manage the risks associated with implementing changes Enforcing accepted change management processes on a global basis Increasing availability of businesscritical systems Improving the prioritization of change requests to ensure support for critical business services Reducing support call volumes by minimizing change-related disruptions RedSeal analyzes your network and automatically builds a model, so you can understand and continuously monitor your whole network. With your RedSeal Digital Resilience Score, you can measure, benchmark, and set targets to actively manage the digital resilience of your network and security infrastructure. By Risk Management/Compliance Management RedSeal Specific Security Zone agreed upon by Vendor and County Page 13 of 16

14 IT Service Management and Life Cycle Process Product Name & Version Describe Functions & Features Including Real-time Data Access for the County (including manual and automated functions / integration points with other tools) County Service Area Areas/Components where tool will be used (e.g., Data Center - UNIX and Windows servers, service desk) revealing configuration errors and discovering unintended access paths, RedSeal helps you verify compliance with established operating standards, policies and regulations. RedSeal provides actionable intelligence for rapid response by identifying exposed assets and prioritizing actions. Waste no time with guesswork. Service request management monitoring and reporting is part of the standard reporting provided with ServiceNow. Examples include: Open Tasks by Priority by Age or Service, Closed Tasks by Priority by Service, as well as detail reports. Vendor will monitor and perform monthly server patching of Service Area when OEM Manufactures release new patches. NetMRI is designed to automate the distribution of the patch, install it and then report on the success of failure of the patch. Should the patch need to be removed, NetMRI will uninstall it. Incident management resolution monitoring and reporting is part of the standard reporting provided with ServiceNow. Examples include open Incidents by Priority by Age, Total Number of Opened Incidents by Priority, Mean Time to Close Incidents by Priority and many more. See Appendix 5, Catalog of Standard Reports, for a complete list of Incident reports. New Service Requests Atos-ServiceNow All in-scope services System Software Refresh and Updates NetMRI and/or Vendor-specific tool All in-scope services Incident Resolution Atos-ServiceNow All in-scope services Asset Tracking Atos-ServiceNow The Asset Management module of ServiceNow helps manage compliance and improve return on capital with an All in-scope services Page 14 of 16

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