IT MANAGED SERVICE PROVIDER

Exhibit I: IT MANAGED SERVICES USHMM RFP 95476726R0071 Performance Work Statement – IT Managed Services I. INTRODUCTION The United States Holocaust Memorial Museum (USHMM or the Museum) requires IT managed services from an innovative managed service provider (MSP) to support its mission. The Museum expects high-quality, customer-oriented technical support that encompasses all personnel, including employees, volunteers, and contracting staff. Services must utilize an ITSM framework or equivalent. A. Museum Locations & Network Users The Contractor shall support approximately 700 network users at the locations defined below: Table 1: Museum Locations & Network Users *Regional Offices Support: The Museum maintains regional offices and/or staff in Highland Park, IL; New York, NY; Boca Raton, FL; and Los Angeles, CA. Major upgrades or technical support for annual fundraising events at these locations shall require Contractor visits. II. KEY PERSONNEL The Contractor shall provide staff meeting the following requirements: ● Service Desk Manager: Primary lead for the Technical Service Desk; responsible for the lifecycle of IT Incidents and Problems. Requires practical experience in ITIL 4 Framework and Service Operation. Must possess an ITIL 4 Foundations certification. ● Tier 3 System Administrator Lead: Responsible for operational integrity of all servers (on-prem, virtual, and cloud). Expertise in Linux/Windows administration and shell scripting is required. ● Tier 3 Network Lead: Responsible for the performance of wireless and wired infrastructure. Requires expert-level knowledge of routing/switching and SolarWinds. CCNP is a required certification. 1 | Page Site Location Approximate Network Users The Museum 100 Raoul Wallenberg Place SW (Washington DC) 100 Ross Administrative Center Adjacent to Museum 100 Raoul Wallenberg Place SW (Washington DC) 250 Portals 1201 Maryland Avenue and 12th Street NW (Washington DC) 125 Shapell Center 4800 Marconi Drive (Bowie, Maryland) 75 Regional Offices* (multiple) 30 Remote (remote teleworkers) 125 -- 1 of 24 -- Exhibit I: IT MANAGED SERVICES USHMM RFP 95476726R0071 All contractor staff must remain in compliance with Museum’s annual suitability requirements for badging, network accounts and training. III. IT MANAGED SERVICE REQUIREMENTS A. Infrastructure Monitoring and Management The Contractor shall provide monitoring, incident management, problem management, change management, and IT operations. The Contractor shall perform all tasks and deliverables under the direction of the Museum Technical Monitor(s), providing monitoring, incident management, problem management. The Contractor shall perform the following: ● Manage availability, capacity, environmental, and performance events. ● Provide real-time incident detection, classification, notification, and tracking. ● Provide problem detection, classification, notification, and tracking. ● Conduct incident and problem investigation, diagnosis, resolution, and recovery. ● Provide service trend reports and proactive recommendations based on service health. ● Manage configuration events. ● Manage the change management process. ● Execute patch management to keep systems current on security and functional baselines. ● Own, track, and communicate with third-party providers to restore service and identify root cause. ● Align with Museum change management processes for significant upgrades and consult vendors as required. ● Perform hardware/software upgrades, updates, and bug fixes using the Museum approved software list. ● Coordinate all service outages and updates with the Museum Change Control Board (CCB). ● Provide activity schedules and progress reports for new equipment installations or upgrades. ● Provide documentation on all processes, changes, and implementations. ● Correlate data center alerts (application availability, OS health, memory use) and report adverse situations immediately. ● Provide routine reporting on disk volumes, server utilization, uptime, and health. ● Asset Management: Manage the full lifecycle of IT assets, including inventory receipt, tracking end-of-life inventory, and license audit support. ● Manage and support the cloud-based VoIP infrastructure under the direction of the Museum Technical Monitor(s). This includes the provisioning, configuration, and troubleshooting of both physical handsets (hard phones) and software-based applications (soft phones) as they are phased in during the contract lifecycle. ● Provide technical support for the Museum Shop’s IT operations, ensuring stable network connectivity and hardware functionality for point-of-sale (POS) environments. B. Cloud and Web Services The Museum operates a mixed environment with some on-premise services and cloud-hosted services. The Contractor shall assist in managing current Google Workspace, Amazon Web Services (AWS) environments and other cloud-based subscriptions. Table 2: Cloud and Web Services 2 | Page -- 2 of 24 -- Exhibit I: IT MANAGED SERVICES USHMM RFP 95476726R0071 C. IT Managed Service Desk The Contractor shall provide a customer service desk to respond to calls from Museum users. If this service is provided off-site, the Contractor must also integrate with on-site support and Museum Staff/IT Security Teams. The Contractor shall provide a dedicated, cloud-based Information Technology Service Management (ITSM) solution (e.g., ServiceNow, BMC Helix, or equivalent) to manage all Museum service desk activities. ● Dedicated Instance: The Museum requires a separate, dedicated instance of the proposed software. This instance must be logically or physically isolated from the Contractor’s other client data to ensure data sovereignty, security, and ease of future migration. ● Administrative Access: The Contractor must grant full administrative and Tier 3 access to up to 24 designated Museum staff members. This includes the ability to configure workflows, manage user permissions, and oversee all incident lif…