ITSM: IT ChgM Process
99
1 1 RETURN BIDS TO: RETOURNER LES SOUMISSIONS À: Bid Receiving - PWGSC / Réception des soumissions - TPSGC 11 Laurier St./11, rue Laurier Place du Portage, Phase III Core 0B2 / Noyau 0B2 Gatineau Québec K1A 0S5 Bid Fax: (819) 997-9776 CCC No./N° CCC - FMS No./N° VME SOLICITATION AMENDMENT Time Zone MODIFICATION DE L'INVITATION 02:00 PM 2018-02-20 Fuseau horaire Eastern Standard Time EST Destination: Other-Autre: FAX No. - N° de FAX (819) 956-9235 Issuing Office - Bureau de distribution Special Projects/Projets Spéciaux 11 Laurier St./11, rue Laurier Place du Portage/, Phase III Floor 10C1/Étage 10C1 Gatineau Québec K1A 0S5 indicated, all other terms and conditions of the Solicitation The referenced document is hereby revised; unless otherwise remain the same. les modalités de l'invitation demeurent les mêmes. Ce document est par la présente révisé; sauf indication contraire, Instructions: Voir aux présentes Instructions: See Herein Delivery Required - Livraison exigée Delivery Offered - Livraison proposée Vendor/Firm Name and Address Comments - Commentaires Raison sociale et adresse du fournisseur/de l'entrepreneur Title - Sujet Digital Biometric Collection Solicitation No. - N° de l'invitation W8474-18BD10/A Client Reference No. - N° de référence du client W8474-18BD10 GETS Reference No. - N° de référence de SEAG PW-$$ZL-107-32023 File No. - N° de dossier 107zl.W8474-18BD10 Solicitation Closes - L'invitation prend fin at - à on - le F.O.B. - F.A.B. Plant-Usine: Address Enquiries to: - Adresser toutes questions à: Campbell, Jeff Telephone No. - N° de téléphone (873) 469-3956 ( ) Destination - of Goods, Services, and Construction: Destination - des biens, services et construction: 107zl Buyer Id - Id de l'acheteur Vendor/Firm Name and Address Raison sociale et adresse du fournisseur/de l'entrepreneur Facsimile No. - N° de télécopieur Telephone No. - N° de téléphone Name and title of person authorized to sign on behalf of Vendor/Firm (type or print) Nom et titre de la personne autorisée à signer au nom du fournisseur/ de l'entrepreneur (taper ou écrire en caractères d'imprimerie) Signature Date 2018-01-16 Date 004 Amendment No. - N° modif. Page 1 of - de 1
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Transcript of ITSM: IT ChgM Process
1 1
RETURN BIDS TO:RETOURNER LES SOUMISSIONS À:Bid Receiving - PWGSC / Réception des soumissions -TPSGC11 Laurier St./11, rue LaurierPlace du Portage, Phase IIICore 0B2 / Noyau 0B2GatineauQuébecK1A 0S5Bid Fax: (819) 997-9776 CCC No./N° CCC - FMS No./N° VME
SOLICITATION AMENDMENTTime Zone
MODIFICATION DE L'INVITATION 02:00 PM2018-02-20
Fuseau horaireEastern Standard TimeEST
Destination: Other-Autre:
FAX No. - N° de FAX
(819) 956-9235
Issuing Office - Bureau de distribution
Special Projects/Projets Spéciaux11 Laurier St./11, rue LaurierPlace du Portage/, Phase IIIFloor 10C1/Étage 10C1GatineauQuébecK1A 0S5
indicated, all other terms and conditions of the Solicitation
The referenced document is hereby revised; unless otherwise
remain the same.
les modalités de l'invitation demeurent les mêmes.
Ce document est par la présente révisé; sauf indication contraire,
Instructions: Voir aux présentes
Instructions: See Herein
Delivery Required - Livraison exigée Delivery Offered - Livraison proposée
Vendor/Firm Name and Address
Comments - Commentaires
Raison sociale et adresse dufournisseur/de l'entrepreneur
Title - SujetDigital Biometric CollectionSolicitation No. - N° de l'invitation
W8474-18BD10/A
Client Reference No. - N° de référence du client
W8474-18BD10GETS Reference No. - N° de référence de SEAG
PW-$$ZL-107-32023
File No. - N° de dossier
107zl.W8474-18BD10
Solicitation Closes - L'invitation prend finat - àon - leF.O.B. - F.A.B.
Plant-Usine:
Address Enquiries to: - Adresser toutes questions à:
Campbell, Jeff
Telephone No. - N° de téléphone
(873) 469-3956 ( )
Destination - of Goods, Services, and Construction:Destination - des biens, services et construction:
107zlBuyer Id - Id de l'acheteur
Vendor/Firm Name and Address
Raison sociale et adresse du fournisseur/de l'entrepreneur
Facsimile No. - N° de télécopieur
Telephone No. - N° de téléphone
Name and title of person authorized to sign on behalf of Vendor/Firm
(type or print)
Nom et titre de la personne autorisée à signer au nom du fournisseur/
de l'entrepreneur (taper ou écrire en caractères d'imprimerie)
Signature Date
2018-01-16Date
004Amendment No. - N° modif.
Page 1 of - de 1
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
The
pur
pose
of
this
am
endm
ent i
s to
:
1.
To
mak
e co
rrec
tions
to th
e so
licita
tion
2.
T
o re
spon
d to
que
stio
ns r
ece
ived
.
1 A.
In P
art 3
- BI
D P
REPA
RATI
ON
INST
RUCT
ION
S, S
ectio
n II
– Fi
nanc
ial B
id:
Del
ete:
F.
Vol
umet
ric D
ata
T
he v
olum
etric
dat
a in
clu
ded
in A
ppe
ndix
B –
Bas
is o
f P
aym
ent a
re p
rovi
ded
for
bid
eva
luat
ed p
rice
dete
rmin
atio
n p
urpo
ses
onl
y. T
hey
are
not t
o be
con
sid
ered
as
a co
ntra
ctua
l gua
ran
tee.
The
ir in
clus
ion
in A
ppe
ndix
B d
oes
not
re
pres
ent
a co
mm
itmen
t by
Can
ada
that
Can
ada’
s fu
ture
usa
ge o
f th
e se
rvic
es
desc
ribed
in t
he b
id s
olic
itatio
n w
ill b
e c
onsi
ste
nt w
ith th
is d
ata
B. In
AN
NEX
B, B
ASIS
OF
PAYM
ENT
D
elet
e An
nex
B in
its
entir
ety.
In
sert
:
AN
NE
X
B,
BA
SIS
OF
PA
YM
EN
T
A-
Co
ntr
act
Per
iod
(F
rom
___
_ to
___
__ )
Dur
ing
the
peri
od o
f th
e C
ont
ract
, for
Wor
k pe
rfor
med
in a
ccor
danc
e w
ith th
e C
ont
ract
, the
Con
trac
tor
will
be
paid
as
spec
ifie
d b
elo
w.
The
bid
der
ma
y ad
d or
rem
ove
item
s to
an
y ta
ble
bel
ow
to
suit
thei
r pr
opos
al.
(Dele
te thi
s sen
tence
at co
ntrac
t awa
rd.)
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
1.
F
irm L
ot P
rice
for
the
Aut
om
ated
Bio
met
ric In
form
atio
n S
yste
m (
AB
IS t
hat s
atis
fies
all r
equi
rem
ents
sta
ted
in th
is S
OW
and
its
acco
mpa
nyi
ng d
ocum
ents
tha
t mus
t be
pro
vide
d ac
cord
ing
to im
plem
enta
tion
stag
e 1.
Thi
s fir
m lo
t pric
e m
ust b
e a
tota
l bas
ed o
n se
para
te c
ostin
g fo
r ea
ch k
ey
area
to
be d
eliv
ere
d. A
ddi
tion
ally
ea
ch k
ey
area
mus
t be
a to
tal c
ost b
ased
on
deta
iled
cost
ing
that
cle
arly
sh
ow
s th
e si
gnifi
cant
pro
duct
cos
ts a
nd r
esou
rces
cos
ts s
uch
as, h
ard
war
e, s
oftw
are,
sof
twar
e li
cens
e th
at m
eets
the
func
tiona
lity
prop
ose
d, in
clu
din
g pr
ovi
sion
of
inst
alla
tion
and
inte
grat
ion
serv
ices
, con
figur
atio
n se
rvic
es, c
usto
miz
atio
n se
rvic
es, t
he in
tegr
atio
n
serv
ices
to
each
AF
IS t
est
envi
ronm
ent
and
pro
duct
ion
site
, da
ta c
onve
rsio
n, p
roje
ct m
anag
emen
t ser
vice
s, d
ocum
enta
tion,
one
-ye
ar
war
rant
y an
d a
ny
oth
er p
rodu
cts
or s
ervi
ces
requ
ired
to p
rovi
de
a fu
lly o
pera
tion
al A
BIS
so
lutio
n in
all
envi
ron
men
ts a
nd a
ll si
tes
as
stat
ed.
Not
e: P
rices
and
ra
tes
quot
ed in
the
Co
ntra
ctor
res
pon
se f
or a
one
(1)
ye
ar w
arra
nty
peri
od m
ust b
e a
ll in
clu
sive
ce
ilin
g (o
r fir
m)
pric
es,
subj
ect t
o d
ow
nw
ard
adj
ustm
ent o
nly,
an
d m
ust i
nclu
de
but
not
limite
d to
all
labo
ur
and
repl
acem
ent p
arts
for
all
non
-Gov
ernm
ent F
urni
shed
E
quip
men
t (G
FE
). T
his
one
(1)
ye
ar w
arra
nty
perio
d w
ill b
egin
aft
er f
inal
acc
epta
nce
and
app
rova
l by
the
DN
D
1.1
Firm
Lot
Pric
e fo
r H
ard
war
e r
elat
ed t
o on
e A
BIS
Pro
duct
ion
site
, on
e A
BIS
Bac
k-up
site
(w
ith f
ull c
apa
bili
ties
of th
e P
rodu
ctio
n si
te)
and
one
T
est E
nviro
nmen
t.
Tab
le 1
-1
Item
D
escr
ipti
on
Q
ty
Fir
m U
nit
Pri
ce
Ext
end
ed P
rice
Har
dw
are
S
erve
rs
A
BIS
$ $
N
IST
$ $
W
orks
tatio
ns
$
$
T
otal
– H
ard
war
e
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
S
oftw
are
S
oftw
are
/Sof
twar
e Li
cens
es
A
BIS
$ $
N
IST
$ $
T
otal
Sof
twar
e &
Lic
ense
s
$
2.
F
irm
Per
Die
m P
rice
for
trai
ner
res
ourc
e(s)
Tab
le 2
-1
Des
cri
pti
on
Qty
(D
ays
) F
irm
Per
Die
m
Pri
ce
Ext
end
ed P
rice
Tra
in th
e D
ND
Tra
iner
s (p
er
diem
) 10
$
$
Tot
al
$ 3.
F
irm
An
nu
al L
ot
Pri
ces
fo
r E
ntire
AB
IS s
olut
ion
mai
nten
ance
an
d su
ppor
t ser
vice
s (in
clu
ding
an
y ap
plic
able
third
par
ty c
ompo
nen
ts),
ex
clud
ing
one
(1)
on-s
ite s
uppo
rt r
esou
rce,
bro
ken
do
wn
annu
al t
hrou
gho
ut t
he
exi
sten
ce o
f th
e c
ontr
act t
hat
ma
y re
sult
from
this
RF
P.
Mai
nten
ance
and
sup
por
t ser
vice
s co
mm
ence
on
ce s
yste
m h
as b
een
acce
pted
and
war
rant
y pe
riod
has
exp
ired.
The
pri
ce w
ill b
e p
ro-
rate
d b
ased
on
star
t da
te w
ithin
the
con
trac
t ye
ar.
Tab
le 3
-1
Des
crip
tio
n
Fir
m A
nn
ual
Rat
e
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
Mai
nten
ance
and
Sup
por
t S
ervi
ces
- Y
ear
2
$
To
tal –
Co
ntr
act
Yea
rs
$
Mai
nten
ance
and
Sup
por
t S
ervi
ces
- O
ptio
n Y
ear
1
$
Mai
nten
ance
and
Sup
por
t S
ervi
ces
- O
ptio
n Y
ear
2
$
Mai
nten
ance
and
Sup
por
t S
ervi
ces
- O
ptio
n Y
ear
3
$
Mai
nten
ance
and
Sup
por
t S
ervi
ces
- O
ptio
n Y
ear
4
$
Mai
nten
ance
and
Sup
por
t S
ervi
ces
- O
ptio
n Y
ear
5
$
To
tal –
Op
tio
n Y
ears
Gra
nd
To
tal
4.
F
irm
Un
it P
ric
es f
or o
ne
(1)
as w
hen
requ
ired
on-s
ite s
uppo
rt r
eso
urce
tha
t is
cap
able
of
satis
fyin
g th
e su
ppor
t req
uire
men
ts a
s st
ated
th
roug
hou
t th
is S
OW
and
its
acco
mpa
nyi
ng d
ocum
ents
. Ann
ual r
ate
base
d o
n a
min
imum
of
30 w
orki
ng d
ays
. T
able
4-1
Des
crip
tio
n
Fir
m P
er D
iem
P
rice
F
irm
An
nu
al R
ate
F
or
1 re
sou
rce
M
aint
enan
ce a
nd S
upp
ort
Ser
vice
s -
Co
ntra
ct Y
ear
1
$ $
Mai
nten
ance
and
Sup
por
t S
ervi
ces
- C
ont
ract
Yea
r 2
$
$ T
ota
l –
Co
ntr
act
Yea
rs
$
M
aint
enan
ce a
nd S
upp
ort
Ser
vice
s -
Opt
ion
Ye
ar 1
$
$
Mai
nten
ance
and
Sup
por
t S
ervi
ces
- O
ptio
n Y
ear
2
$ $
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
M
aint
enan
ce a
nd S
upp
ort
Ser
vice
s -
Opt
ion
Ye
ar 3
$
$
Mai
nten
ance
and
Sup
por
t S
ervi
ces
- O
ptio
n Y
ear
4
$ $
Mai
nten
ance
and
Sup
por
t S
ervi
ces
- O
ptio
n Y
ear
5
$ $
To
tal
– O
pti
on
Yea
rs
$
Gra
nd
To
tal
$
5.
A
Fir
m L
ot
Pri
ce f
or a
ll ot
her
cos
ts a
pplic
able
to
the
prop
osed
sol
utio
n to
mee
t th
e re
quire
men
ts in
the
SO
W a
nd it
s ac
com
pan
ying
do
cum
ents
(ot
her
than
opt
iona
l req
uire
men
ts)
that
are
not
oth
erw
ise
incl
ude
d h
erei
n.
T
able
5-1
Item
D
escr
ipti
on
Q
ty
F
irm
Un
it P
rice
Ext
end
ed P
rice
$
$
$
$
$
$
$
$
TO
TA
L:
$
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
6.
O
pti
on
al F
irm
Per
Die
m R
ates
, in
clus
ive
of a
ll o
verh
ead
s an
d pr
ofit,
for
the
labo
ur
cate
gori
es r
equ
ired
for
Tas
k A
utho
riza
tion
wor
k th
roug
hou
t th
e ex
iste
nce
of th
e co
ntra
ct th
at m
ay
resu
lt fr
om th
is R
FP
. 10
0 ho
urs
of h
ighe
st r
ate
will
be
incl
uded
in t
he t
ota
l bid
val
ue
T
able
6-1
Item
D
escr
ipti
on
Q
ty
F
irm
Per
Die
m
Pri
ce
Ext
end
ed P
rice
100
$
$
100
$
$
100
$
$
100
$
$
100
$
$
100
$
$
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
7. T
ota
l Bid
Ev
alu
atio
n V
alu
e is
the
sum
of
the
tota
ls o
f ta
ble
1-1
thr
oug
h 6.
1 w
ith th
e e
xcep
tion
that
the
val
ue
use
d fo
r T
able
9-1
is 1
00
hour
s of
th
e h
ighe
st r
ate
only
.
Tab
le 7
-1
Item
D
escr
ipti
on
T
ota
l P
rice
P
er T
able
1 T
otal
Tab
le 1
-1
$
2 T
otal
Tab
le 2
-1
$
3 T
otal
Tab
le 3
-1
$
4 T
otal
Tab
le 4
-1
$
5 T
otal
Tab
le 5
-1
$
6 T
otal
Tab
le 6
-1 (
only
hig
hest
rat
e us
ed)
$
T
ota
l – B
id V
alu
e
$
Op
tio
nal
Fir
m P
ric
es f
or t
he O
ptio
nal
Su
ppor
t S
ervi
ces.
The
Con
trac
tor
agre
es t
o p
rovi
de
Can
ada
with
the
opt
ion
to p
rocu
re a
ddi
tiona
l m
aint
enan
ce a
nd s
upp
ort s
ervi
ces
at t
he
sam
e or
sim
ilar
pric
ing
(adj
uste
d fo
r in
flatio
n o
r fo
r ne
w t
echn
olo
gy)
incl
ude
d in
Tab
les
3-1
an
d 4-
1.
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
Fir
m A
nn
ual
Lo
t P
rice
s f
or
Ent
ire A
FIS
nex
t gen
erat
ion
solu
tion
mai
nte
nanc
e a
nd
supp
ort s
ervi
ces
(incl
udin
g an
y a
pplic
able
th
ird p
arty
co
mpo
nent
s), e
xclu
ding
on
e (1
) on
-site
sup
port
res
ourc
e,
Mai
nten
ance
and
Sup
por
t S
ervi
ces
- O
ptio
n Y
ear
1
$
Mai
nten
ance
and
Sup
por
t S
ervi
ces
- O
ptio
n Y
ear
2
$
Mai
nten
ance
and
Sup
por
t S
ervi
ces
- O
ptio
n Y
ear
3
$
Mai
nten
ance
and
Sup
por
t S
ervi
ces
- O
ptio
n Y
ear
4
$
Mai
nten
ance
and
Sup
por
t S
ervi
ces
- O
ptio
n Y
ear
5
$
To
tal –
Op
tio
n Y
ears
Fir
m U
nit
Pri
ces
fo
r o
ne
(1)
as a
nd
wh
en r
equ
ired
on
-sit
e su
pp
ort
re
sou
rce
that
is c
apab
le o
f s
atis
fyin
g t
he
sup
po
rt r
equ
irem
en
ts a
s st
ated
th
rou
gh
ou
t th
is S
OW
an
d it
s ac
com
pan
yin
g d
ocu
men
ts.
An
nu
al r
ate
bas
ed o
n a
min
imu
m o
f 3
0 w
ork
ing
da
ys.
Mai
nten
ance
and
Sup
por
t S
ervi
ces
- O
ptio
n Y
ear
1
$ $
Mai
nten
ance
and
Sup
por
t S
ervi
ces
- O
ptio
n Y
ear
2
$ $
Mai
nten
ance
and
Sup
por
t S
ervi
ces
- O
ptio
n Y
ear
3
$ $
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
M
aint
enan
ce a
nd S
upp
ort
Ser
vice
s -
Opt
ion
Ye
ar 4
$
$
Mai
nten
ance
and
Sup
por
t S
ervi
ces
- O
ptio
n Y
ear
5
$ $
To
tal
– O
pti
on
Yea
rs
$
2 R
espo
nse
to q
uest
ions
rec
eive
d.
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
Item
D
ocu
men
t P
age
Nu
mb
er
Cla
use
ID
Q
ues
tio
n
Res
po
nse
1
[…]0
01,
13
1.8.
6
“The
sof
twar
e sh
all u
se C
anad
ian
spel
ling,
eith
er C
anad
ian
Engl
ish
or C
anad
ian
Fren
ch (e
.g. ‘
colo
ur’ i
nste
ad o
f ‘c
olor
’).”
Plea
se c
onfir
m th
at th
is p
artic
ular
use
of t
he te
rm
“sof
twar
e” re
fers
onl
y to
dis
play
ed a
pplic
atio
n te
xt
view
able
by
syst
em o
pera
tors
or e
nd u
sers
?
Yes,
it a
pplie
s to
the
appl
icat
ion
disp
lay
and
any
asso
ciat
ed tr
aini
ng
docu
men
tatio
n.
2
SOW
18
3.
2.6
Ple
ase
prov
ide
failo
ver
perf
orm
ance
re
qui
rem
ents
incl
udin
g s
ite a
vaila
bilit
y, p
eak
hour
thro
ughp
ut, a
nd r
espo
nse
times
for
each
ty
pe o
f tr
ansa
ctio
n th
at w
ill b
e ha
ndle
d by
the
D
R s
ite.
DN
D/S
SC
will
ha
ndle
net
wor
k re
dire
ctio
n. V
endo
r is
res
pons
ible
for
any
conf
igur
atio
n ch
ang
es n
eces
sary
to
sup
port
the
ap
plic
atio
n m
ovin
g
from
one
en
viro
nmen
t to
the
othe
r. O
nce
DR
si
te is
live
due
to
failo
ver
of p
rim
ary
site
the
pe
rfor
man
ce o
f th
e
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
D
R s
ite s
houl
d be
th
e sa
me
as th
e pr
imar
y si
te w
hen
it is
fun
ctio
ning
.
3
[…]0
01,
80
Appe
ndix
B
Del
iver
able
12–
Con
cept
ual D
esig
n D
ocum
ent,
DID
D
ND
-SE
-12.
Thi
s do
cum
ent
is n
ot li
sted
in A
ppen
dix-
A,
Sch
edul
e of
Del
iver
able
s.
a) W
hen
is th
is d
ocum
ent t
o be
del
iver
ed?
b) D
urin
g th
e B
idde
r’s C
onfe
renc
e, th
e re
quire
men
t fo
r a “h
igh -
leve
l” sy
stem
arc
hite
ctur
e do
cum
ent w
as
desc
ribed
. Thi
s do
cum
ent
was
to
illus
trat
e th
e ve
ndor
’s s
olut
ion
and
how
it in
tegr
ates
with
the
DN
D
envi
ronm
ents
. Can
you
ple
ase
clar
ify t
he r
equi
rem
ent
for
this
doc
umen
t w
ithin
the
cont
ext o
f D
eliv
erab
le-1
2 (a
bove
, an
d th
e S
yste
m D
esig
n D
ocum
ents
, D
eliv
erab
le-1
2, C
M-0
1)?
ALL
DID
’s li
sted
in
App
endi
x A
and
App
endi
x B
of
the
SO
W h
ave
to b
e pr
oduc
ed b
y th
e co
ntra
ctor
fo
r D
ND
but
onl
y on
es t
hat
wer
e es
sent
ial a
t cer
tain
m
ilest
ones
wer
e in
clud
ed
in R
11 o
f th
e ra
ted
crite
ria
and
tabl
e 15
-1.T
he b
idde
rs
is e
xpec
ted
to p
rovi
de o
nly
the
docu
men
tatio
n lis
ted
in
R11
as
part
of
thei
r bi
d su
bmis
sion
. Oth
er D
ID
deliv
erab
les
men
tione
d in
ta
ble
15-1
will
be
neg
otia
ted
with
DN
D o
nce
cont
ract
has
bee
n aw
arde
d
4
[…]0
01,S
OW
15
5 Ap
pend
ix G
a) D
ata
Con
vers
ion
need
s to
con
vert
10,
000
MA
P-Y
tra
nsac
tions
. The
Bid
der’s
Con
fere
nce
pres
enta
tion
ques
tione
d th
is n
umbe
r. C
an a
n ac
cura
te e
stim
ate
be
prov
ided
?
Not
e: T
he L
ogic
al W
orkf
low
doc
umen
t, P
age
8, 2
.11
indi
cate
s th
at M
AP
-N t
rans
actio
ns w
ill b
e co
llect
ed
durin
g IO
C (
Pha
se 1
)
a) T
he b
idde
r sh
ould
ass
ume
10,0
00 is
a
reas
onib
le
estim
ate.
b)
The
bid
der s
houl
d us
e th
e co
mbi
natio
n
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
b)
The
MA
P-Y
tra
nsac
tion
type
is n
ot d
efin
ed in
any
of
the
RF
P-p
rovi
ded
ICD
’s. W
here
is th
e M
AP-Y
de
fined
? c)
The
Bid
der’s
Con
fere
nce
pres
enta
tion
indi
cate
d th
at C
AR
tran
sact
ions
as
wel
l as
MA
P (
Y o
r N
not
sp
ecifi
ed)
tran
sact
ions
are
bei
ng c
olle
cted
dur
ing
P
hase
1.
Ple
ase
clar
ify th
is w
ithin
the
con
text
of
the
tran
sact
ions
that
nee
d to
be
conv
erte
d?
of th
e RC
MP
NM
SO
for E
FCD
SO
W
(RD
IMS
#361
61) a
nd
the
NPS
-NIS
T-IC
D
1.7.
8 RE
V 1.
4 (R
DIM
S #3
8923
) for
the
defin
ition
of a
MAP
Y
tran
sact
ion.
c)
MAP
Y tr
ansa
ctio
ns
are
the
only
tr
ansa
ctio
ns th
at
need
to b
e co
nver
ted
and
enro
lled
into
the
ABIS
.
5
[…]0
01,S
OW
15
5 Ap
pend
ix G
, N
IST
Gen
eral
: Ple
ase
expa
nd u
pon
the
SM
TP
re
quire
men
ts,
sinc
e it
is a
ssum
ed t
hat t
he N
IST
se
rver
s ne
ed t
o re
plac
e th
e fu
nctio
nalit
y of
the
SM
TP
S
erve
rs fr
om IO
C (
Pha
se 1
). F
or e
xam
ple:
M
essa
gin
g a
nd M
ailb
ox
serv
ices
(nu
mbe
r of
m
ailb
oxes
). M
ail c
lient
pro
toco
ls to
be
supp
orte
d (P
OP
/IMA
P,
etc.
). M
essa
ge
rout
ing
info
rmat
ion.
C
lient
(Li
vesc
an)
info
rmat
ion
req
uire
d fo
r co
nfig
urat
ion
and
valid
atio
n. U
ser
inte
rfac
e re
qu
irem
ent
s to
ma
nag
e th
e M
essa
gin
g a
nd M
ailb
ox
serv
ices
.
Thi
s fu
nctio
nalit
y is
p
art o
f th
e R
CM
P
NM
SO
whi
ch
shou
ld b
e kn
own
to
vend
ors.
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
6
[…]0
03,
Logi
cal
Wor
kflo
ws
25
2.4.
1
“At F
OC
, Pro
cess
4 c
ontin
ues
to u
se th
e S
MTP
S
erve
r and
the
wor
kflo
w re
mai
ns th
e sa
me.
” D
urin
g th
e B
idde
r’s C
onfe
renc
e, it
was
indi
cate
d th
at in
FO
C (
Pha
se 2
) bo
th S
MT
P s
erve
rs w
ill
be r
epla
ced,
and
indi
cate
d as
suc
h in
the
pres
enta
tion
diag
ram
. Can
you
ple
ase
clar
ify
this
co
ntra
dict
ion?
Is
one
SM
TP
ma
inta
ined
for
OIC
for
Mili
tary
Pol
ice
req
uire
men
ts?
Thi
s is
an
erro
r.
The
SM
TP
ser
ver
will
be
rem
oved
for
F
OC
.
7
[…]0
00, R
FP
14
Part
3, B
id
Prep
arat
ion
Inst
ruct
ions
The
refe
renc
ed s
ectio
n st
ates
: To
ass
ist C
anad
a in
reac
hing
its
obje
ctiv
es, b
idde
rs s
houl
d:
1. u
se p
aper
con
tain
ing
fiber
cer
tifie
d as
orig
inat
ing
from
a
sust
aina
bly-
man
aged
fore
st a
nd c
onta
inin
g m
inim
um
30%
recy
cled
con
tent
; and
2.
use
an
envi
ronm
enta
lly-p
refe
rabl
e fo
rmat
incl
udin
g bl
ack
and
whi
te p
rintin
g in
stea
d of
col
or p
rintin
g, p
rintin
g do
uble
sid
ed/d
uple
x, u
sing
sta
ples
or c
lips
inst
ead
of
cerlo
x, d
uo ta
ngs
or b
inde
rs.
Plea
se c
onfir
m it
is a
ccep
tabl
e to
sub
mit
bids
in 3
-rin
g bi
nder
s th
at c
onta
in re
cycl
ed m
ater
ials
or a
re a
ctua
lly
recy
cled
. As
we
antic
ipat
e th
e bi
d su
bmis
sion
will
be
hund
reds
of p
ages
, it m
ay b
e un
wie
ldy
for t
he E
valu
ator
s to
revi
ew if
clip
ped
and/
or s
tapl
ed.
Plea
se a
lso
conf
irm th
at it
is a
ccep
tabl
e to
prin
t bid
su
bmis
sion
s in
col
or s
o th
at th
e re
ques
ted
arch
itect
ure
diag
ram
s, s
cree
n ca
ptur
e ex
ampl
es, o
ther
gra
phic
s an
d
Yes
, it
is a
ccep
tabl
e to
su
bmit
bids
in 3
rin
g
bind
ers.
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
ta
bles
can
be
mor
e ea
sily
revi
ewed
by
the
Eval
uatio
n Te
am.
8
SOW
10
1.
7.1.
1 (1
)
The
refe
renc
ed s
ectio
n st
ates
: H
ardw
are,
OS,
sof
twar
e an
d al
l oth
er d
eliv
erab
les
(exc
ludi
ng G
FE) r
equi
red
to d
eliv
er a
n AB
IS s
olut
ion
and
subs
yste
ms
such
that
they
sha
ll sa
tisfy
the
requ
irem
ents
st
ated
thro
ugho
ut th
is S
OW
and
its
acco
mpa
nyin
g do
cum
ents
; and
com
ply
with
ser
ver/
wor
ksta
tion
secu
rity
requ
irem
ents
of D
ND
for a
ll en
viro
nmen
ts:
Can
the
Auth
ority
pro
vide
a li
st o
f the
GFE
com
pone
nts
avai
labl
e fo
r the
Con
trac
tor t
o ut
ilize
in th
eir p
ropo
sed
solu
tion?
1.7.
2.1
list G
FE
co
mpo
nent
s
9
SO
W
15
1.10
(4)
Can
the
Auth
ority
pro
vide
Bid
ders
with
a c
opy
of th
e D
ND
Ch
ange
Man
agem
ent d
ocum
enta
tion
refe
renc
ed u
nder
Se
ctio
n 1.
10 (4
)?
The
doc
umen
t will
be
in
clu
ded
as
an
atta
chm
ent t
o th
is
amen
dmen
t.
10
SO
W
18
3.3
Par
agra
ph th
ree
(3)
of t
he r
efer
ence
d se
ctio
n st
ates
: T
he C
ontr
acto
r m
ust c
usto
miz
e (o
r de
velo
p) t
hree
tr
aini
ng m
odul
es:
The
rem
aind
er o
f the
par
agra
ph o
nly
iden
tifie
s tw
o (2
) tr
aini
ng m
odul
es: T
rain
ing
Mod
ule
A a
nd T
rain
ing
Mod
ule
B.
Can
the
Aut
horit
y pl
ease
con
firm
onl
y tw
o T
rain
ing
Mod
ule
s ar
e re
qui
red?
Yes
. Tha
t w
as a
n er
ror.
Onl
y 2
trai
ning
mod
ules
ar
e re
qui
red
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
11
SOW
SO
W A
pp. A
20
42
3.5.
3 Ta
ble
15-1
The
refe
renc
ed s
ectio
n st
ates
: Th
e C
ontra
ctor
mus
t sub
mit
Mon
thly
Pro
gres
s R
epor
ts to
the
Tech
nica
l Aut
horit
y by
the
end
of th
e fir
st c
ompl
ete
wor
k w
eek
follo
win
g th
e en
d of
the
repo
rting
mon
th.
Whe
reas
Tab
le 1
5 -1
stat
es th
e M
onth
ly P
roje
ct
Pro
gres
s R
epor
t (M
PP
R) i
s to
be
prov
ided
the
1st
day
afte
r the
pre
cedi
ng re
porti
ng m
onth
. C
an th
e A
utho
rity
clar
ify th
is d
iscr
epan
cy?
Corr
ect.
PRM
and
Join
t St
eerin
g Co
mm
ittee
m
eetin
gs w
ill b
e or
gani
zed
by
DN
D. D
esig
n re
view
mee
tings
is
the
resp
onsi
bilit
y of
the
cont
ract
or/
12
SOW
SO
W A
pp. A
20
48
3.5.
4 D
ID -3
PRM
The
refe
renc
ed s
ectio
n st
ates
: Th
e Co
ntra
ctor
mus
t org
aniz
e, p
artic
ipat
e, a
nd d
ocum
ent
form
al re
view
s an
d pe
riodi
c m
eetin
gs. F
or e
ach
form
al
revi
ew o
r mee
ting,
the
Cont
ract
or m
ust:
1.
Sch
edul
e th
e re
view
/mee
ting
in a
ccor
danc
e w
ith th
e Pr
ojec
t Sch
edul
e;
2. P
rodu
ce re
view
/mee
ting
agen
da a
nd c
ircul
ate
supp
ortin
g m
ater
ial f
or th
e m
eetin
gs. a
nd
3. P
rodu
ce m
eetin
g m
inut
es.
The
DID
for D
eliv
erab
le 3
sta
tes
the
DN
D w
ill b
e re
spon
sibl
e fo
r sch
edul
ing,
def
inin
g th
e ag
enda
, and
do
cum
entin
g m
eetin
g m
inut
es fo
r PRM
s.
Can
the
Auth
ority
cla
rify
that
requ
irem
ent 3
.5.4
per
tain
s to
Tec
hnic
al E
xcha
nge
and/
or d
esig
n re
view
mee
ting
only
an
d PR
M m
eetin
gs a
re th
e D
ND
’s re
spon
sibi
lity?
The
1st d
ay a
fter
th
e pr
eced
ing
repo
rtin
g m
onth
is
corr
ect
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
13
SOW
SO
W A
pp. A
20
42
3.5.
5 Ta
ble
15-1
The
refe
renc
ed s
ectio
n st
ates
: Th
e Co
ntra
ctor
Sen
ior P
roje
ct M
anag
er m
ust a
tten
d an
d pa
rtic
ipat
e in
the
mon
thly
DBC
IDM
Join
t Ste
erin
g Co
mm
ittee
mee
ting
to b
e he
ld in
Ott
awa.
Ta
ble
15-1
iden
tifie
s th
e ne
ed to
sup
port
bi-m
onth
ly
Prog
ress
Rev
iew
Mee
tings
(PRM
s).
Can
the
Auth
ority
con
firm
thes
e ar
e tw
o se
para
te
mee
ting
even
ts?
The
y ar
e 2
diffe
rent
m
eet
ing
s
14
SO
W
21
3.6.
2
The
last
par
agra
ph in
the
refe
renc
ed s
ectio
n st
ates
: Pr
ovid
e w
ritte
n no
tice
to C
anad
a as
soo
n as
pos
sibl
e, b
ut
no le
ss th
an o
ne (1
) yea
r bef
ore
the
end-
of-li
fe o
f the
co
mpo
nent
whe
n a
com
pone
nt o
f the
del
iver
ed s
olut
ion
is a
nnou
nced
to b
ecom
e ob
sole
te.
Har
dwar
e ve
ndor
s ty
pica
lly u
se th
e te
rm E
nd-o
f-Li
fe (E
OL)
to
def
ine
the
date
upo
n w
hich
the
hard
war
e co
mpo
nent
is
no
long
er a
vaila
ble
for c
omm
erci
al s
ale,
and
the
term
En
d-of
-Sup
port
(EO
S) to
def
ine
the
date
upo
n w
hich
a
hard
war
e co
mpo
nent
is n
o lo
nger
bei
ng s
uppo
rted
by
the
Har
dwar
e ve
ndor
. W
ith th
ese
defin
ition
s in
min
d, c
an th
e Au
thor
ity c
larif
y th
e us
e of
the
term
“ob
sole
te”
in th
e re
fere
nced
sec
tion,
i.e.
, is
a ha
rdw
are
com
pone
nt
“obs
olet
e” w
hen
it re
ache
s En
d-of
-Life
, or w
hen
it re
ache
s En
d-of
-Sup
port
?
End
of
Sup
port
is
mea
nt in
th
is
refe
renc
e.
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
15
SO
W
25
3.9.
2
The
refe
renc
ed s
ectio
n st
ates
: N
ote:
Fig
ure
5 –
S/W
and
H/W
War
rant
y an
d M
aint
enan
ce C
over
age
depi
cts
the
soft
war
e w
arra
nty
and
mai
nten
ance
cov
erag
e so
ught
from
the
Cont
ract
or fo
r the
in
itial
Con
trac
t and
opt
iona
l per
iods
. Fi
gure
5 a
ppea
rs to
be
omitt
ed fr
om th
e SO
W. C
an th
e Au
thor
ity p
leas
e pr
ovid
e th
e re
fere
nced
figu
re?
Thi
s se
ctio
n sh
ould
ha
ve b
een
rem
oved
from
the
RF
P.
It is
an
erro
r on
our
par
t, no
F
igur
e 5
is
avai
labl
e.
16
SO
W
27
3.9.
4
The
Volu
met
rics
tabl
e pr
ovid
ed u
nder
the
refe
renc
ed
sect
ion
defin
es tr
ansa
ctio
n vo
lum
es b
ased
upo
n an
nual
tr
ansa
ctio
n ra
tes.
For
sys
tem
siz
ing
purp
oses
, and
to
ensu
re a
ll Bi
dder
s ar
e ev
alua
ted
on a
n eq
ual b
asis
, can
th
e Au
thor
ity d
efin
e th
e Bu
sine
ss H
ours
requ
ired
to
supp
ort t
hese
ann
ual t
rans
actio
n ra
tes?
The
bidd
er s
houl
d as
sum
e bu
sine
ss
hour
s of
8am
to 8
pm.
Busi
ness
day
s sh
ould
be
ass
umed
to b
e M
onda
y to
Frid
ay
excl
udin
g st
atut
ory
holid
ays.
17
SO
W
29
1.1.
4
The
tabl
e pr
ovid
ed u
nder
the
refe
renc
ed s
ectio
n st
ates
th
e D
ND
/SSC
cur
rent
ly s
uppo
rts
Ora
cle,
DB2
, and
MS
SQL
Serv
er d
atab
ases
. Ca
n th
e Au
thor
ity c
larif
y if
thes
e ar
e co
nsid
ered
GFE
co
mpo
nent
s av
aila
ble
to th
e Co
ntra
ctor
und
er th
eir
prop
osed
sol
utio
n?
No.
The
con
trac
tor
will
ha
ve t
o pu
rcha
se li
cenc
es
for
eith
er d
atab
ase
sele
cted
.
18
SOW
SO
W A
pp. A
37
39
Tab
le 1
5-1
Tabl
e 15
-1 id
entif
ies
two
(2) i
nsta
nces
of t
he
Impl
emen
tatio
n Pl
an.
Item
#3
(Pag
e 37
) – A
BIS/
NIS
T Im
plem
enta
tion
Plan
(AN
IP-0
1) a
nd it
em #
9 (p
age
39)
It is
an
erro
r on
our
part
. The
ABI
S/N
IST
impl
emen
tatio
n Pl
an
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
AB
IS R
elea
se Im
plem
enta
tion
Plan
(no
DID
pro
vide
d).
Both
item
s sp
ecify
initi
al d
eliv
ery
with
pro
posa
l and
fina
l w
ithin
6 m
onth
s of
con
trac
t aw
ard.
The
Dat
a Ite
m
Des
crip
tion
sect
ion
only
def
ines
an
ABIS
Impl
emen
tatio
n Pl
an (A
IP) D
ID D
ND
-AR-
01. C
an th
e Au
thor
ity c
larif
y if
two
(2) s
epar
ate
docu
men
ts a
re re
quire
d, a
nd if
so,
cla
rify
the
diff
eren
ce b
etw
een
the
two?
is th
e sa
me
as th
e AB
IS im
plem
enta
tion
plan
.
19
SOW
Ap
pend
ix A
37
Ta
ble
15-1
#
3 - R
TM
Tabl
e 15
-1 id
entif
ies
the
RTM
as
prov
ided
with
the
prop
osal
. The
sub
sequ
ent D
ata
Item
Des
crip
tions
pr
ovid
ed a
fter
Tab
le 1
5 -1
do n
ot c
over
the
RTM
. Ca
n th
e Au
thor
ity c
onfir
m th
is s
houl
d ad
here
to th
e fo
rmat
pr
ovid
ed u
nder
AB
ES.P
ROD
.PW
__ZL
.B10
7.E3
2023
.ATT
A015
_RTM
, and
if
so, p
rovi
de a
MS
Wor
d ve
rsio
n of
the
docu
men
t for
Bi
dder
s to
use
in th
eir p
ropo
sal s
ubm
issi
on?
Any
vend
or re
quiri
ng a
cop
y of
the
RTM
in a
n ed
itabl
e fo
rmat
sho
uld
cont
act t
he
Cont
ract
ing
Auth
ority
via
e-
mai
l and
a c
opy
will
be
sent
to
them
in M
icro
soft
Exc
el
form
at
20
SO
W
App
endi
x A
38
Tabl
e 15
-1
# 7
– Pr
ojec
t D
ocum
enta
tion
Ther
e ar
e no
Dat
a Ite
m D
escr
iptio
ns p
rovi
ded
for t
he
follo
win
g pr
ojec
t doc
umen
ts:
- Sys
tem
Eng
inee
ring
Man
agem
ent P
lan
- Qua
lity
Assu
ranc
e Pl
an
- Req
uire
men
ts M
anag
emen
t Pla
n - R
isk
Man
agem
ent P
lan
- Pro
blem
Res
olut
ion
Plan
- D
ocum
ent M
anag
emen
t Pla
n - S
ubco
ntra
ctor
man
agem
ent P
lan
Can
the
Auth
ority
con
firm
the
form
at a
nd c
onte
nt to
be
prov
ided
in th
ese
docu
men
ts a
re to
be
base
d up
on th
e Co
ntra
ctor
’s b
est p
ract
ices
?
Yes,
if th
ere
is n
o D
ID
liste
d th
e Co
ntra
ctor
ca
n su
bmit
the
docu
men
t bas
ed o
n be
st p
ract
ices
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
21
SO
W
App
endi
x A
38
Tabl
e 15
-1
# 8
– AB
IST/
NIS
T Re
cove
ry P
lan
and
Stra
tegy
Ther
e is
no
Dat
a Ite
m D
escr
iptio
ns p
rovi
ded
for t
he
refe
renc
ed p
lan.
Can
the
Auth
ority
con
firm
the
form
at
and
cont
ent t
o be
pro
vide
d in
this
doc
umen
t is
to b
e ba
sed
upon
the
Cont
ract
or’s
bes
t pra
ctic
es?
Yes,
if th
ere
is n
o D
ID
liste
d th
e Co
ntra
ctor
ca
n su
bmit
the
docu
men
t bas
ed o
n be
st p
ract
ices
22
SO
W
App
endi
x A
41
Tabl
e 15
-1
# 23
– IO
C D
ata
Conv
ersi
on
Stra
tegy
& P
lan
Doc
umen
t
Ther
e is
no
Dat
a Ite
m D
escr
iptio
ns p
rovi
ded
for t
he
refe
renc
ed p
lan.
Can
the
Auth
ority
con
firm
the
form
at
and
cont
ent t
o be
pro
vide
d in
this
doc
umen
t is
to b
e ba
sed
upon
the
Cont
ract
or’s
bes
t pra
ctic
es?
Yes,
if th
ere
is n
o D
ID
liste
d th
e Co
ntra
ctor
ca
n su
bmit
the
docu
men
t bas
ed o
n be
st p
ract
ices
23
SOW
Ap
pend
ix A
39
40
Tab
le 1
5-1
Tabl
e 15
-1 li
sts
the
Acce
ptan
ce T
est P
lan
(DID
AT-
01)
twic
e; #
14 (p
age
39) a
nd #
20 (p
age
40).
Ent
ry #
14
spec
ifies
an
initi
al d
eliv
ery
date
of w
ithin
6 m
onth
s of
co
ntra
ct a
war
d, w
here
as e
ntry
#20
spe
cifie
s a
deliv
ery
date
with
in 8
mon
ths
of c
ontr
act a
war
d.
Can
the
Auth
ority
cla
rify
this
dis
crep
ancy
?
The
firs
t de
liver
y da
te is
for
the
test
en
viro
nmen
t w
hile
th
e se
cond
del
iver
y da
te is
for
prod
uctio
n.
24
SOW
Ap
pend
ix A
52
D
eliv
erab
le 5
–
Risk
Reg
iste
r
The
Risk
Reg
iste
r del
iver
able
is n
ot in
clud
ed u
nder
SO
W A
ppen
dix
A, T
able
15-
1. C
an th
e Au
thor
ity
prov
ide
an u
pdat
ed v
ersi
on o
f Tab
le 1
5-1,
whi
ch
incl
udes
Del
iver
able
DID
DN
D-P
M-0
5?
Refe
r to
answ
er to
ite
m 2
1 (d
irect
ly
belo
w th
is c
ell).
25
SOW
Ap
pend
ix A
71
D
eliv
erab
le 1
0 –
SATR
The
DID
for D
eliv
erab
le 1
0 is
spe
cifie
d as
DN
D-A
T-04
. Thi
s de
liver
able
is n
ot d
efin
ed u
nder
Tab
le 1
5-1
in S
OW
App
endi
x A.
Can
the
Auth
ority
cla
rify
if th
is
is in
tend
ed to
be
Del
iver
able
# 2
1 un
der T
able
15-
1?
If so
, can
the
Auth
ority
pro
vide
an
upda
ted
ALL
DID
’s li
sted
in
App
endi
x A
and
A
ppen
dix
B o
f th
e S
OW
hav
e to
be
prod
uced
by
the
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
ve
rsio
n6of
Tab
le 1
5-1
to c
orre
ct id
entif
y th
e D
ID a
s AT
-04,
inst
ead
of A
T-02
? co
ntra
ctor
for
DN
D
but
only
one
s th
at
wer
e es
sent
ial a
t ce
rtai
n m
ilest
ones
w
ere
incl
uded
in
R11
of
the
rate
d cr
iteria
and
tabl
e 15
-1.T
he b
idde
rs is
ex
pect
ed t
o pr
ovid
e on
ly t
he
docu
men
tatio
n lis
ted
in R
11 a
s pa
rt o
f th
eir
bid
subm
issi
on. O
ther
D
ID d
eliv
erab
les
men
tione
d in
tab
le
15-1
will
be
neg
otia
ted
with
D
ND
onc
e co
ntra
ct
has
been
aw
arde
d
26
SOW
Ap
pend
ix A
80
Del
iver
able
12
– Co
ncep
tual
D
esig
n D
ocum
ent
The
DID
DN
D-S
E-12
del
iver
able
is n
ot d
efin
ed u
nder
Tab
le
15-1
in S
OW
App
endi
x A.
Can
the
Auth
ority
pro
vide
an
upda
ted
vers
ion
of T
able
15-
1 to
iden
tify
the
deliv
erab
le
requ
irem
ents
?
ALL
DID
’s li
sted
in
App
endi
x A
an
d A
ppen
dix
B
of th
e S
OW
ha
ve t
o be
pr
oduc
ed b
y th
e co
ntra
ctor
for
D
ND
but
onl
y
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
on
es t
hat
wer
e es
sent
ial a
t ce
rtai
n m
ilest
ones
w
ere
incl
uded
in
R11
of
the
rate
d cr
iteria
an
d ta
ble
15-
1.T
he b
idde
rs is
ex
pect
ed t
o pr
ovid
e on
l y t
he
docu
men
tatio
n lis
ted
in R
11 a
s pa
rt o
f th
eir
bid
subm
issi
on.
Oth
er D
ID
deliv
erab
les
men
tione
d in
ta
ble
15-1
will
be
neg
otia
ted
with
DN
D o
nce
cont
ract
has
be
en a
war
ded
27
SOW
Ap
pend
ix A
37
43
Ta
ble
15-1
The
DID
DN
D-S
E-02
del
iver
able
is n
ot d
efin
ed u
nder
Tab
le
15-1
in S
OW
App
endi
x A.
Can
the
Auth
ority
pro
vide
an
upda
ted
vers
ion
of T
able
15-
1 to
iden
tify
the
deliv
erab
le
requ
irem
ents
?
ALL
DID
’s li
sted
in
App
endi
x A
and
A
ppen
dix
B o
f th
e S
OW
hav
e to
be
prod
uced
by
the
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
co
ntra
ctor
for
DN
D
but
only
one
s th
at
wer
e es
sent
ial a
t ce
rtai
n m
ilest
ones
w
ere
incl
uded
in
R11
of
the
rate
d cr
iteria
and
tabl
e 15
-1.T
he b
idde
rs is
ex
pect
ed t
o pr
ovid
e on
ly t
he
docu
men
tatio
n lis
ted
in R
11 a
s pa
rt o
f th
eir
bid
subm
issi
on. O
ther
D
ID d
eliv
erab
les
men
tione
d in
tab
le
15-1
will
be
neg
otia
ted
with
D
ND
onc
e co
ntra
ct
has
been
aw
arde
d
28
SOW
Ap
pend
ix A
84
Del
iver
able
14
– So
ftw
are
Dev
elop
men
t Pl
an
The
DID
DN
D-S
E-13
del
iver
able
is n
ot d
efin
ed u
nder
Tab
le
15-1
in S
OW
App
endi
x A.
Can
the
Auth
ority
pro
vide
an
upda
ted
vers
ion
of T
able
15-
1 to
iden
tify
the
deliv
erab
le
requ
irem
ents
?
ALL
DID
’s li
sted
in A
ppen
dix
A an
d Ap
pend
ix B
of t
he S
OW
ha
ve to
be
prod
uced
by
the
cont
ract
or fo
r DN
D b
ut o
nly
ones
that
wer
e es
sent
ial a
t ce
rtai
n m
ilest
ones
wer
e in
clud
ed in
R11
of t
he ra
ted
crite
ria a
nd ta
ble
15-1
.The
bi
dder
s is
exp
ecte
d to
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
pr
ovid
e on
ly th
e do
cum
enta
tion
liste
d in
R11
as
par
t of t
heir
bid
subm
issi
on. O
ther
DID
de
liver
able
s m
entio
ned
in
tabl
e 15
-1 w
ill b
e ne
gotia
ted
with
DN
D o
nce
cont
ract
has
be
en a
war
ded
29
SOW
Ap
pend
ix A
87
Del
iver
able
16
– Co
nfig
urat
ion
Item
s D
efin
ition
D
ocum
en
The
DID
DN
D-S
E-09
del
iver
able
is n
ot d
efin
ed u
nder
Tab
le
15-1
in S
OW
App
endi
x A.
Can
the
Auth
ority
con
firm
this
de
liver
able
can
be
incl
uded
und
er d
eliv
erab
le D
ID D
ND
-CM
-01
– Sy
stem
Des
ign
Doc
umen
t?
Yes
it ca
n be
incl
uded
in C
M-
01
30
SOW
Ap
pend
ix A
90
D
eliv
erab
le 1
8 –
Dat
a D
ictio
nary
The
Dat
a Ite
m D
escr
iptio
n fo
r Del
iver
able
20
stat
es th
e fo
llow
ing:
Th
e Co
ntra
ctor
mus
t pro
vide
refe
renc
e do
cum
enta
tion
for t
he S
oftw
are
Dev
elop
men
t Kit
(SD
K). T
he re
fere
nce
docu
men
tatio
n m
ust a
t a m
inim
um c
onta
in th
e fo
llow
ing:
1.
Nam
e of
API
; 2.
Typ
e of
API
; 3.
Det
aile
d de
scrip
tion
of A
PI;
4. R
etur
n va
lue,
type
and
des
crip
tion;
5.
Fau
lts, t
ype
and
desc
riptio
n; a
nd
6. E
xam
ple
of A
PI u
se.
The
RFP
docu
men
ts d
o no
t con
tain
requ
irem
ents
pe
rtai
ning
to th
e de
liver
y of
a S
DK.
Can
the
Auth
ority
co
nfirm
an
SDK
(and
ass
ocia
ted
docu
men
tatio
n) is
not
re
quire
d?
An S
DK
is o
nly
requ
ired
if th
e co
ntra
ctor
’s s
olut
ion
incl
udes
it a
s pa
rt o
f th
eir s
olut
ion
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
31
SOW
Ap
pend
ix A
92
D
eliv
erab
le 2
0 –
Soft
war
e U
ser M
anua
ls
Requ
irem
ent F
REQ
2.40
sta
tes:
Th
e Pr
oces
sing
Sol
utio
n m
ust r
ecei
ve d
ata
from
the
Colle
ct S
olut
ion
appl
icat
ion
as p
er th
e D
BCID
M N
IST
Serv
er In
terf
ace
Cont
rol D
ocum
ent (
ICD
).
Whe
reas
requ
irem
ent F
REQ
2.42
sta
tes:
Th
e Pr
oces
sing
Sol
utio
n m
ust g
ener
ate
an e
rror
whe
n lo
g da
ta h
as n
ot b
een
rece
ived
aft
er a
con
figur
able
tim
e pe
riod
from
Col
lect
Sol
utio
n ap
plic
atio
ns w
hich
are
ac
tivel
y se
ndin
g tr
ansa
ctio
ns to
the
Proc
essi
ng s
olut
ion.
Th
e D
BCID
M N
IST
Serv
er In
terf
ace
Cont
rol D
ocum
ent
(ICD
) doe
s no
t def
ine
how
Col
lect
Sol
utio
n ap
plic
atio
ns
will
sub
mit
log
data
to th
e Pr
oces
sing
NIS
T Se
rver
, or t
he
form
at o
f the
dat
a to
be
subm
itted
. Ca
n th
e Au
thor
ity p
rovi
de th
is le
vel o
f inf
orm
atio
n?
DN
D w
ill d
evel
op th
e m
echa
nism
for w
hich
th
e lo
gs w
ill b
e tr
ansp
orte
d fr
om th
e Co
llect
Sol
utio
n to
th
e Pr
oces
sing
So
lutio
n. T
he b
idde
r sh
ould
ass
ume
that
th
ey w
ill n
eed
to
retr
ieve
the
logs
, w
hich
are
text
bas
ed,
from
a d
irect
ory
on
the
Proc
essi
ng
Solu
tion
serv
er. I
t sh
ould
be
assu
med
th
at th
e Pr
oces
sing
So
lutio
n ap
plic
atio
n w
ill h
ave
suff
icie
nt
perm
issi
ons
to a
cces
s th
e di
rect
ory.
32
SOW
Ap
pend
ix C
10
1 FR
EQ2.
42
The
refe
renc
ed re
quire
men
t sta
tes:
Th
e Pr
oces
sing
Sol
utio
n so
ftw
are
com
pone
nts
mus
t hav
e th
e ne
cess
ary
stab
ility
and
mat
urity
to o
btai
n an
av
aila
bilit
y of
99%
and
a M
axim
um A
llow
able
Dow
ntim
e (M
AD) o
f 12
hour
s.
MAD
is fo
r m
aint
enan
ce a
nd is
ex
clud
ed fr
om th
e 99
% a
vaila
bilit
y re
quire
men
t.
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
Ca
n th
e Au
thor
ity c
larif
y th
e tim
e pe
riod
upon
whi
ch M
AD
will
be
mea
sure
d?
http
://s
ervi
ce.s
sc.g
c.ca
/en/
polic
ies_
proc
esse
s/po
licie
s/os
-ro
adm
ap
Avai
labi
lity
also
ex
clud
es d
ownt
ime
rela
ted
to is
sues
ou
tsid
e of
the
vend
or’s
con
trol
, su
ch a
s fa
cilit
y po
wer
an
d ne
twor
k ou
tage
s
33
SOW
Ap
pend
ix C
10
3 FR
EQ1.
15
The
refe
renc
ed w
ebsi
te p
age:
ht
tp:/
/ser
vice
.ssc
.gc.
ca/e
n/po
licie
s_pr
oces
ses/
polic
ies/
os-
road
map
is n
ot a
cces
sibl
e.
Can
the
Auth
ority
pro
vide
a li
st o
f the
sup
port
ed
oper
atin
g sy
stem
s, o
r con
firm
they
are
the
sam
e as
list
ed
unde
r Sec
tion
1.1.
1 (P
age
28) o
f the
SO
W?
*The
link
to th
e do
cum
ents
is li
sted
at
the
end
of th
is
tabl
e.
34
SOW
Ap
pend
ix C
103
141
FREQ
1.20
N
REQ
1.26
The
refe
renc
ed re
quire
men
t sta
tes:
Th
e E
& I
Solu
tion
mus
t hav
e a
conf
igur
able
tim
e pa
ram
eter
, with
a d
efau
lt va
lue
of 2
yea
rs, w
hich
re
pres
ents
that
rete
ntio
n pe
riod
befo
re d
ata,
tr
ansa
ctio
ns, a
nd tr
ansa
ctio
n lo
gs, a
re a
utom
atic
ally
m
oved
to a
n ad
min
istr
ativ
e ar
chiv
e fo
r aud
it pu
rpos
es.
Plea
se c
larif
y if
requ
irem
ent p
erta
ins
to th
e or
igin
al
tran
sact
ion
(inpu
t TO
T su
bmis
sion
and
out
put T
OT
resp
onse
) pro
cess
ed o
n th
e Pr
oces
sing
Sol
utio
n an
d Bi
dder
s ar
e re
quire
d to
siz
e th
e sy
stem
to s
uppo
rt s
torin
g up
to tw
o (2
) yea
rs o
f tra
nsac
tion
data
, whi
ch in
clud
es
tran
sact
ions
that
are
not
enr
olle
d on
the
syst
em.
This
incl
udes
all
tran
sact
ions
, not
just
th
e or
igin
al
tran
sact
ion.
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
35
SOW
Ap
pend
ix D
10
9 FR
EQ3.
32
The
refe
renc
ed re
quire
men
t sta
tes:
Th
e E
& I
Solu
tion
mus
t ret
urn
sear
ch re
sults
, log
in
form
atio
n, a
nd s
tatis
tical
info
rmat
ion
to th
e D
ND
NIS
T Se
rver
usi
ng tr
ansa
ctio
ns d
efin
ed in
the
DN
D A
BIS
ICD
. Th
e D
ND
ABI
S IC
D d
oes
not d
efin
e ho
w to
sub
mit
log
data
or
sta
tistic
al d
ata
to th
e D
ND
NIS
T Se
rver
, or t
he fo
rmat
of
the
data
to b
e su
bmitt
ed.
Can
the
Auth
ority
pro
vide
this
leve
l of i
nfor
mat
ion?
Sinc
e w
inni
ng b
idde
r is
dev
elop
ing
both
th
e N
IST
Serv
er a
nd
ABIS
, it i
s up
to th
e bi
dder
to d
efin
e th
e m
etho
d fo
r ret
urni
ng
the
resu
lts, s
tatis
tics,
an
d lo
g in
form
atio
n fr
om th
e AB
IS to
the
NIS
T Se
rver
.
36
SOW
Ap
pend
ix D
11
7 FR
EQ3.
98
FREQ
3.99
Th
ese
two
requ
irem
ents
app
ear t
o be
dup
licat
es.
Err
or b
y D
ND
37
SOW
Ap
pend
ix D
13
4 FR
EQ3.
248
The
refe
renc
ed re
quire
men
t sta
tes:
Th
e E
& I
Solu
tion
mus
t allo
w a
logg
ed in
aut
horiz
ed u
ser
to a
ttac
h w
ork
rela
ted
to th
e im
ages
that
are
dire
ct
filed
/sca
nned
. Ca
n th
e Au
thor
ity c
larif
y th
e in
tent
of t
his
requ
irem
ent?
Is
the
wor
d “N
otes
” m
issi
ng, i
.e.,
atta
ch w
ork
rela
ted
“not
es”?
Erro
r by
DN
D.
Conf
irmed
that
the
wor
d “n
otes
” is
m
issi
ng; i
t sho
uld
be
“att
ach
wor
k re
late
d no
tes…
”
38
SOW
Ap
pend
ix D
13
7 FR
EQ3.
278
The
refe
renc
ed re
quire
men
t sta
tes:
Th
e E
& I
Solu
tion
file
and
dire
ct s
cann
ing
capa
bilit
ies
mus
t cap
ture
the
docu
men
t im
age,
fing
erpr
int i
mag
es,
and
palm
imag
es in
a s
ingl
e pa
ss.
Can
the
Auth
ority
con
firm
this
requ
irem
ent p
erta
ins
to
sing
le s
ided
doc
umen
ts o
nly?
Yes.
39
SOW
Ap
pend
ix D
13
7 FR
EQ3.
278
The
refe
renc
ed re
quire
men
t sta
tes:
Th
e E
& I
Solu
tion
adm
inis
trat
ive
tool
/cap
abili
ty m
ust,
at a
Fo
r cla
rity,
logg
ing
of
dele
tion
activ
ities
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
m
inim
um, a
llow
for t
he fo
llow
ing
func
tions
thro
ugh
a us
er
inte
rfac
e:
8. D
elet
e en
trie
s on
a T
en P
rint F
ile o
ne b
y on
e or
in a
ba
tch
whi
le p
erfo
rmin
g th
e fo
llow
ing:
a.
Lea
ve th
e tr
ansa
ctio
n lo
g in
tact
(i.e
. with
out c
hang
ing
it to
refle
ct th
e de
letio
n(s)
) and
b.
Log
the
dele
tion
activ
ity w
ith th
e fo
llow
ing
info
rmat
ion
at a
min
imum
: Ext
erna
l TCN
, Int
erna
l TCN
, DCN
, Bio
met
ric
ID, o
pera
tor I
D, w
orks
tatio
n ID
, and
the
date
and
tim
e.
9. D
elet
e en
trie
s in
WIP
one
by
one
or in
a b
atch
whi
le
perf
orm
ing
the
follo
win
g:
a. L
eave
the
tran
sact
ion
log
inta
ct (i
.e. w
ithou
t cha
ngin
g it
to re
flect
the
dele
tion(
s)) a
nd
b. L
og th
e de
letio
n ac
tivity
with
the
follo
win
g in
form
atio
n at
a m
inim
um: E
xter
nal T
CN, I
nter
nal T
CN, D
CN, o
pera
tor
ID, w
orks
tatio
n ID
, and
the
date
and
tim
e.
Can
the
Auth
ority
cla
rify
the
busi
ness
cas
e w
here
a u
ser i
s pe
rmitt
ed to
del
ete
a re
cord
/tra
nsac
tion
with
out
reco
rdin
g th
e ev
ent i
n a
log
file?
shou
ld b
e ap
pend
ed
to th
e tr
ansa
ctio
n lo
g w
ithou
t mod
ifyin
g th
e lo
g pr
ior t
o th
at
poin
t (i.e
. the
logs
en
trie
s re
late
d to
the
dele
ted
reco
rd/t
rans
actio
n pr
ior t
o th
e de
letio
n w
ill re
mai
n in
the
logs
and
the
dele
tion
activ
ity s
hall
be
appe
nded
). T
o fu
rthe
r cla
rify,
ther
e ar
e no
eve
nts
that
pe
rmit
the
dele
tion
of a
re
cord
/tra
nsac
tion
with
out r
ecor
ding
an
even
t in
a lo
g fil
e.
40
SOW
Ap
pend
ix G
15
5 N
REQ
1.64
The
refe
renc
ed re
quire
men
t sta
tes:
Th
e w
inni
ng v
endo
r mus
t dev
elop
a c
onve
rsio
n sc
ript
and/
or a
pplic
atio
n th
at p
erfo
rms
the
follo
win
g st
eps:
4.
Upo
n ea
ch N
BE b
eing
suc
cess
fully
pro
cess
ed, t
hat i
s up
on re
ceip
t of a
n N
BER
resp
onse
, the
win
ning
ven
dor
will
writ
e th
e fo
llow
ing
info
rmat
ion,
at a
min
imum
, as
a si
ngle
line
item
in a
n ag
greg
ate
log
file
for e
ach
NBE
R:
DN
D e
rror
. Th
e la
st
two
poin
ts s
houl
d re
ad:
- The
dat
e an
d tim
e,
in U
TC, w
hen
the
conv
ersi
on o
f the
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
- T
he D
CN o
f the
NBE
; - T
he T
CN o
f the
NBE
; - T
he B
iom
etric
ID o
f the
indi
vidu
al e
nrol
led
as a
resu
lt of
pr
oces
sing
the
NBE
; - T
he T
CN o
f the
NBE
R;
- The
dat
e an
d tim
e, in
UTC
, whe
n th
e co
nver
sion
sta
rted
of
the
tran
sact
ion
star
ted;
and
- T
he d
ate
and
time,
in U
TC, w
hen
the
conv
ersi
on s
tart
ed
of th
e tr
ansa
ctio
n st
arte
d.
Plea
se c
onfir
m th
e la
st b
ulle
t sho
uld
spec
ify c
ompl
etio
n tim
e in
stea
d of
sta
rt ti
me.
tran
sact
ion
star
ted;
an
d
- The
dat
e an
d tim
e,
in U
TC, w
hen
the
conv
ersi
on o
f the
tr
ansa
ctio
n co
mpl
eted
.
41
SOW
Ap
pend
ix H
15
7 Al
l
Can
the
Auth
ority
ple
ase
clar
ify if
App
endi
x H
is in
tend
ed
to b
e a
benc
hmar
k te
st c
ondu
cted
dur
ing
the
proc
urem
ent t
o ev
alua
te B
idde
r’s s
olut
ions
, or i
f thi
s re
pres
ent t
he te
st c
ases
to b
e ex
ecut
ed fo
r sys
tem
ac
cept
ance
?
This
is re
quire
d fo
r sy
stem
acc
epta
nce
42
SOW
Ap
pend
ix H
15
9 Te
st G
roup
A-
2, A
-3
The
Pass
/ F
ail c
riter
ia fo
r the
refe
renc
ed te
st c
ases
sp
ecifi
es:
Use
r acc
ount
s w
ork
corr
ectly
as
per t
he u
ser p
erm
issi
ons
spec
ified
in A
ctiv
e D
irect
ory.
Ca
n th
e Au
thor
ity c
onfir
m th
is te
st c
ase
appl
ies
to u
ser
auth
entic
atio
n on
ly, p
er re
quire
men
ts F
REQ
2.7,
FRE
Q2.
9,
FREQ
2.10
, FRE
Q4.
9, F
REQ
4.11
, FRE
Q4.
12, a
nd N
REQ
1.35
?
No,
use
r acc
ount
s in
Ac
tive
Dire
ctor
y sh
ould
als
o be
use
d fo
r acc
ess
cont
rol.
Th
eref
ore
auth
entic
atio
n an
d ac
cess
con
trol
are
co
ntro
lled
thro
ugh
AD.
43
SOW
Ap
pend
ix H
16
1 Te
st G
roup
B-
6 Th
e re
fere
nced
test
cas
e sp
ecifi
es:
Bidd
er’s
AFI
S sh
ould
sho
w d
iffer
ent t
hres
hold
s fo
r D
ND
Err
or. T
his
sent
ence
sho
uld
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
di
ffer
ent r
egio
ns, d
iffer
ent f
ile ty
pes
and
sear
ch d
iffer
ent
targ
et s
et.
This
is th
e fir
st ti
me
the
use
of th
e te
rm “
regi
on”
is u
sed.
Ca
n th
e Au
thor
ity c
larif
y th
e us
e of
the
term
regi
on a
nd
how
they
are
inte
nded
to b
e us
ed?
read
: "Bi
dder
’s A
FIS
shou
ld s
how
di
ffer
ent t
hres
hold
s fo
r diff
eren
t file
ty
pes
and
sear
ch
diff
eren
t tar
get s
et."
44
SOW
Ap
pend
ix H
16
5 Te
st G
roup
B-
10
The
refe
renc
ed te
st c
ase
stat
es:
Abili
ty to
prin
t fin
gerp
rint c
ards
or f
orm
s w
ith a
ccur
ate
repr
esen
tatio
n of
the
orig
inal
imag
es in
the
corr
ect
posi
tions
alo
ng w
ith th
e ap
prop
riate
Typ
e -2
data
fiel
ds.
Ther
e ar
e no
def
ined
requ
irem
ents
per
tain
ing
to th
is te
st
case
. Ca
n th
e Au
thor
ity d
efin
e th
e re
qui re
men
ts fo
r pr
intin
g te
n pr
int f
orm
s?
The
finge
rprin
t for
ms
in q
uest
ion
are
the
C216
and
C21
6-C.
Th
e bi
dder
sho
uld
refe
r to
the
RCM
P N
MSO
for E
FCD
SO
W
(RD
IMS
#361
61)
Appe
ndix
1 o
f Ann
ex
A fo
r a s
ampl
e C2
16
and
to A
ppen
dix
2 of
An
nex
A fo
r a s
ampl
e C2
16-C
.
45
SOW
Ap
pend
ix H
16
7 Te
st G
roup
E-
16
The
refe
renc
ed te
st c
ase
stat
es:
Dem
onst
ratio
n of
repo
rt o
n re
posi
tory
/file
type
(civ
ilian
, m
ilita
ry) c
apac
ity a
nd p
erce
ntag
e of
cap
acity
use
d to
in
clud
e a
repo
rt o
n al
l rec
ords
add
ed in
Pha
se 1
. Th
ere
are
no re
port
ing
requ
irem
ents
def
ined
Und
er S
OW
Ap
pend
ix E
for a
Rep
osito
ry R
epor
t. C
an th
e Au
thor
ity
defin
e th
e re
quire
men
ts fo
r per
tain
ing
to th
is re
port
?
Test
cas
e to
be
rem
oved
.
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
46
SOW
Ap
pend
ix H
16
8 Sc
orin
g M
atrix
Ca
n th
e Au
thor
ity c
larif
y w
hat t
he S
corin
g M
atrix
is to
be
used
for?
Th
is is
requ
ired
for
syst
em a
ccep
tanc
e
47
SOW
Ap
pend
ix H
16
8 O
vera
ll Be
nchm
ark
Test
Sco
re
Can
the
Auth
ority
cla
rify
wha
t the
Ove
rall
Benc
hmar
k Te
st
Scor
e is
to b
e us
ed fo
r, an
d fu
rthe
r def
ine
Phas
e 1,
Pha
se
2, a
nd P
hase
3?
This
is re
quire
d fo
r sy
stem
acc
epta
nce
48
SOW
Ap
pend
ix M
SO
W
6 27
1.5
3.9.
4
Sect
ion
1.5
of th
e RF
P id
entif
ies
350,
000
reco
rds
in th
e ex
istin
g D
ND
col
lect
ion.
The
Vol
umet
rics
tabl
e pr
ovid
ed
unde
r Sec
tion
3.9.
4 of
the
SOW
iden
tifie
s 50
,000
New
Bi
omet
ric E
nrol
men
t (N
BE) t
rans
actio
ns p
er y
ear a
nd
50,0
00 P
erso
nal i
dent
ifica
tion
Upd
ate
(PIU
) tra
nsac
tions
pe
r yea
r. A
s th
e ba
se c
ontr
act i
s fo
r 5-y
ears
, can
the
Auth
ority
cla
rify
if th
e 50
K N
BE a
nd 5
0K P
IU tr
ansa
ctio
ns
per y
ear a
ccou
nt fo
r loa
ding
the
exis
ting
350K
reco
rds,
i.e
., ar
e Bi
dder
s re
quire
d to
siz
e th
e pr
opos
ed s
olut
ion
to
supp
ort 5
00,0
00 re
cord
s, i.
e., (
50K
NBE
+ 5
0K P
IU) x
5
year
s, o
r 850
,000
reco
rds,
i.e.
, 350
,000
exi
stin
g re
cord
s +
(100
K N
BE/P
IU x
5 y
ears
)?
Sect
ion
1.5
(Ass
umpt
ions
) doe
s no
t rel
ate
to d
ata
conv
ersi
on
requ
irem
ents
whi
ch
are
stat
ed in
Ap
pend
ix G
. Fo
r cl
arity
, the
re is
no
requ
irem
ent t
o co
nver
t the
reco
rds
that
DN
D h
as th
at
are
curr
ently
sto
red
usin
g th
e H
enry
Cl
assi
ficat
ion
Syst
em
colle
ctio
n fo
r sto
rage
in
the
ABIS
.
49
RFP
20
4.2.
1
The
refe
renc
ed p
arag
raph
s st
ate:
Th
ese
requ
irem
ents
sha
ll in
clud
e th
e in
stal
latio
n of
all
com
pone
nts
and
subs
yste
ms
in th
e Pr
oduc
tion
envi
ronm
ents
and
test
env
ironm
ent.
This
will
incl
ude
a pr
imar
y an
d ba
ckup
site
for t
he p
rodu
ctio
n en
viro
nmen
t an
d on
e pr
e-pr
oduc
tion/
test
env
ironm
ent.
Conf
irmed
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
Th
e te
st e
nviro
nmen
t har
dwar
e, o
pera
ting
syst
em (O
S)
and
soft
war
e (in
clud
ing
soft
war
e m
atch
er) m
ust e
nsur
e th
e te
st e
nviro
nmen
ts c
an b
e us
ed to
eff
ectiv
ely
test
all
Prod
uctio
n fu
nctio
nalit
y.
As th
e Te
st E
nviro
nmen
t is o
nly
conf
igur
ed a
t a s
ingl
e si
te,
and
the
Prod
uctio
n En
viro
nmen
t is
com
pris
ed o
f tw
o (2
) si
tes;
Prim
ary
and
Back
up, p
leas
e co
nfirm
that
failo
ver
test
ing
is n
ot c
onsi
dere
d “P
rodu
ctio
n Fu
nctio
nalit
y” th
at
will
be
test
ed in
the
Test
Env
ironm
ent.
50
RFP
15
3.1
(F)
The
refe
renc
ed s
ectio
n st
ates
: Vo
lum
etric
Dat
a Th
e vo
lum
etric
dat
a in
clud
ed in
App
endi
x B
– Ba
sis
of
Paym
ent a
re p
rovi
ded
for b
id e
valu
ated
pric
e de
term
inat
ion
purp
oses
onl
y. T
hey
are
not t
o be
co
nsid
ered
as
a co
ntra
ctua
l gua
rant
ee. T
heir
incl
usio
n in
Ap
pend
ix B
doe
s no
t rep
rese
nt a
com
mitm
ent b
y Ca
nada
th
at C
anad
a’s
futu
re u
sage
of t
he s
ervi
ces
desc
ribed
in
the
bid
solic
itatio
n w
ill b
e co
nsis
tent
with
this
dat
a.
The
Basi
s of
Pay
men
t is
prov
ided
und
er A
nnex
B o
f the
RF
P an
d do
es n
ot c
onta
in v
olum
etric
info
rmat
ion.
Can
th
e Au
thor
ity c
larif
y th
e re
fere
nce
to A
ppen
dix
B?
PSPC
/DES
Pro
c to
re
mov
e
51
RFP
20
4.2.
1
Para
grap
h tw
o (2
) on
Page
20
stat
es:
Bids
whi
ch fa
il to
obt
ain
the
requ
ired
min
imum
num
ber o
f po
ints
spe
cifie
d w
ill b
e de
clar
ed n
onre
spon
sive
. Ca
n th
e Au
thor
ity c
larif
y ho
w “
min
imum
num
ber o
f po
ints
” w
ill b
e de
term
ined
?
The
cont
ract
or m
ust
scor
e 16
0 po
ints
or
mor
e ba
sed
on th
eir
wei
ghte
d sc
ore
sinc
e 60
% o
f 267
= 1
60.
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
Fo
r exa
mpl
e, th
e Cr
iterio
n Ta
ble
on P
age
27 id
entif
ies
a to
tal m
axim
um p
oint
val
ue o
f six
ty (6
0) a
nd d
efin
es a
m
inim
um th
resh
old
of 6
0%, w
hich
impl
ies
the
min
imum
sc
ore
requ
ired
is th
irty -
six
(36)
poi
nts,
i.e.
, 60
x 0.
6.
If th
e W
eigh
ted
Scor
e ta
ble
(pag
e 20
) is
expa
nded
(as
belo
w) i
t def
ines
a to
tal w
eigh
ted
scor
e va
lue
of 2
67
poin
ts, w
her e
the
60%
thre
shol
d re
quire
s a
com
plia
nt
prop
osal
to s
core
a m
inim
um o
f 160
poi
nts,
i.e.
, 267
x 0
.6.
Can
the
Auth
ority
con
firm
the
Bid
Eval
uatio
n w
ill b
e ba
sed
upon
the
tota
l wei
ghte
d sc
ore
valu
e, i.
e., 6
0% o
f 267
, and
no
t the
Bid
der’
s sc
ore
valu
e, i.
e., 6
0% o
f 60?
52
RFP
45
Anne
x B
Basi
s of
Pay
men
t
The
Anne
x B
Basi
s of
Pay
men
t tab
le a
ppea
rs to
con
tain
ite
ms
not a
pplic
able
to D
ND
ABI
S, i.
e., V
SS, T
rans
code
rs,
Cam
eras
, etc
. In
add
ition
, Sec
tion
3.8
of th
e SO
W (p
age
23) a
ppea
rs to
be
the
only
sec
tion
in th
e RF
P id
entif
ying
the
num
ber o
f w
orks
tatio
ns re
quire
d, s
tatin
g:
Wor
ksta
tions
(with
mon
itors
, key
boar
d an
d m
ice)
- E &
I (A
BIS)
Sol
utio
n w
orks
tatio
ns (6
of t
hem
). As
this
doe
s no
t acc
ount
for w
orks
tatio
ns p
ossi
bly
requ
ired
unde
r the
Pro
cess
ing
Solu
tion,
Rep
ortin
g So
lutio
n, o
r Dat
a Co
nver
sion
sol
utio
n, c
an th
e Au
thor
ity
clar
ify th
e to
tal n
umbe
r of w
orks
tatio
ns th
e D
ND
requ
ires
for t
heir
ABIS
sol
utio
n?
Also
, can
the
Auth
ority
iden
tify
the
tota
l num
ber o
f Car
d Sc
an s
tatio
ns re
quire
d, a
nd c
onfir
m th
at e
ach
stat
ion
requ
ires
a fla
tbed
sca
nner
?
• Si
x AB
IS
wor
ksta
tions
•
The
card
sca
nner
s m
ust b
e FB
I cer
tifie
d an
d RC
MP
cert
ified
. •
All s
ix w
orks
tatio
ns
shal
l hav
e th
e fo
llow
ing
conf
igur
atio
n:
desk
top
com
pute
r w
ith a
mou
se a
nd
keyb
oard
, 2 la
rge
mon
itors
, FBI
and
RC
MP
cert
ified
fla
tbed
sca
nner
. An
y
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
ot
her p
erip
hera
ls
that
the
bidd
er
requ
ires
shou
ld a
lso
be d
ocum
ente
d in
th
e re
spon
se a
nd
refle
cted
in p
ricin
g.
Each
wor
ksta
tion
mus
t be
able
to d
o al
l fu
nctio
ns th
at a
n op
erat
or c
an d
o (e
.g.
verif
icat
ion,
ce
rtifi
catio
n, d
irect
fil
ing,
etc
.).
• As
men
tione
d pr
evio
usly
, six
ABI
S w
orks
tatio
ns.
• It
shou
ld b
e as
sum
ed fo
r the
pu
rpos
e of
re
spon
ding
that
all
six
ABIS
wor
ksta
tions
w
ill b
e us
ed
conc
urre
ntly
. •
Ther
e is
onl
y on
e si
te (1
01 C
olon
el B
y D
rive-
ND
HQ
) and
6
conc
urre
nt li
cenc
es
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
ar
e re
quire
d re
view
. •
The
Proc
essi
ng a
nd
Repo
rtin
g st
atio
ns
will
be
prov
ided
by
DN
D.
It is
ass
umed
th
at b
oth
the
Proc
essi
ng a
nd
Repo
rtin
g so
lutio
ns
can
be a
cces
sed
and
all f
unct
iona
lity
perf
orm
ed u
sing
the
base
line
DN
D im
age.
Fo
r cla
rity
, any
so
ftw
are
that
is
requ
ired
to a
cces
s or
pe
rfor
m
func
tiona
lity
on th
e pr
oces
sing
and
re
port
ing
solu
tions
m
ust b
e ab
le to
be
inst
alle
d on
the
DW
AN
des
ktop
im
age.
53
SOW
Ap
pend
ix N
Al
l Al
l Th
e D
ND
ABI
S IC
D d
efin
es th
e TO
Ts to
be
supp
orte
d ac
ross
the
DN
D N
IST
Serv
er /
DN
D A
BIS
inte
rfac
e, to
in
clud
e th
e fo
llow
ing
TOTs
sub
mitt
ed to
the
DN
D A
BIS
The
TERI
and
TSR
I are
th
e on
ly T
OTs
that
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
fr
om th
e D
ND
NIS
T se
rver
: - T
enpr
int E
nrol
lmen
t Req
uest
Inte
rnal
(TER
I) - T
enpr
int S
earc
h Re
ques
t Int
erna
l (TS
RI)
- Ten
prin
t Am
end
Requ
est I
nter
nal (
TARI
) - T
enpr
int D
elet
e Re
ques
t Int
erna
l (TD
RI)
- Ten
prin
t Im
age
Requ
est I
nter
nal (
TIRI
) - T
enpr
int I
mag
e Li
st R
eque
st In
tern
al (T
LRI)
- Ten
prin
t Con
solid
atio
n Re
ques
t Int
erna
l (TC
RI)
Exce
pt fo
r the
TER
I and
TSR
I TO
Ts, t
he re
mai
nder
of t
he
TOTs
are
not
add
ress
ed u
nder
SO
W A
ppen
dix
M D
BCID
M
Wor
kflo
w s
ectio
n. A
s th
e Au
thor
ity re
quire
s a
Bidd
er to
pr
ovid
e a
draf
t ver
sion
of t
heir
Syst
em D
esig
n D
ocum
ent
with
the
prop
osal
, can
the
Auth
ority
pro
vide
a re
vise
d ve
rsio
n of
App
endi
x M
whi
ch a
ddre
sses
the
DN
D N
IST
serv
er p
roce
ssin
g of
thes
e ad
ditio
nal T
OTs
? Fo
r exa
mpl
e, w
hat i
s th
e bu
sine
ss c
onte
xt a
ssoc
iate
d w
ith
the
DN
D N
IST
serv
er in
itiat
ing
a Te
nprin
t Am
end
Requ
est
Inte
rnal
(TAR
I) TO
T to
the
DN
D A
BIS?
Thi
s TO
T im
plie
s th
e D
ND
NIS
T se
rver
con
tain
s a
grap
hica
l bas
ed u
ser i
nter
face
(o
r pos
sibl
e in
terf
ace
to a
n ex
tern
al D
ND
sys
tem
), w
hich
w
ill id
entif
y th
e ne
ed to
initi
ate
amen
ding
an
exis
ting
reco
rd o
n D
ND
ABI
S.
To e
nabl
e Bi
dder
s to
com
plet
e th
e dr
aft d
esig
n do
cum
enta
tion,
can
the
Auth
ority
pro
vide
add
ition
al D
ND
N
IST
Serv
er b
usin
ess
cont
ext a
ssoc
iate
d w
ith th
e fo
llow
ing
TOTs
: - T
enpr
int A
men
d Re
ques
t Int
erna
l (TA
RI)
- Ten
prin
t Del
ete
Requ
est I
nter
nal (
TDRI
) - T
enpr
int I
mag
e Re
ques
t Int
erna
l (TI
RI)
are
crea
ted
as th
e re
sult
of a
n ev
ent o
n th
e N
IST
Serv
er a
nd
ther
efor
e w
ere
the
only
one
s of
the
men
tione
d TO
Ts th
at
wer
e in
the
DBC
IDM
w
orkf
low
doc
umen
t. Al
l oth
er T
OTs
m
entio
ned
are
"sim
ple"
TO
Ts in
that
th
ey a
re s
ubm
itted
fr
om a
n AB
IS
wor
ksta
tion
to th
e AB
IS d
irect
ly.
The
appr
opria
te re
spon
se
TOT
is th
en re
turn
ed
to th
e AB
IS
wor
ksta
tion.
As
an
exam
ple,
the
ABIS
w
orks
tatio
n m
ust
allo
w a
use
r to
crea
te
a TA
RI tr
ansa
ctio
n th
roug
h th
e us
er
inte
rfac
e, s
ubm
it di
rect
ly to
the
ABIS
, an
d th
en re
ceiv
e th
e
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
- T
enpr
int I
mag
e Li
st R
eque
st In
tern
al (T
LRI)
- Ten
prin
t Con
solid
atio
n Re
ques
t Int
erna
l (TC
RI)
TARR
I res
pons
e.
It is
impo
rtan
t to
note
that
whi
le th
e TE
RI a
nd T
SRI w
ill b
e us
ed e
xtre
mel
y fr
eque
ntly
, the
re
mai
ning
"si
mpl
e"
TOTs
will
be
used
ve
ry in
freq
uent
ly.
The
reas
on fo
r the
se
TOTs
is s
o th
at D
ND
ca
n co
rrec
t dat
a th
at
has,
for w
hate
ver
reas
on, b
een
enro
lled
into
the
ABIS
in s
uch
a w
ay
that
DN
D n
eeds
to
corr
ect i
t or
cons
olid
ate
it.
54
SOW
91
D
eliv
erab
le 1
9 –
Trai
ning
M
odul
es
The
DID
des
crip
tion
for t
he re
fere
nced
del
iver
able
sta
tes:
Th
e tr
aini
ng m
odul
es m
ust i
nclu
de a
ll m
ater
ials
and
in
form
atio
n ne
eded
to tr
ansf
er th
e fo
llow
ing
know
ledg
e to
par
ticip
ants
as
stat
ed in
the
trai
ning
requ
irem
ents
: 1.
Tec
hniq
ues
for t
akin
g hi
gh q
ualit
y fin
gerp
rints
that
m
eet D
ND
’s A
BIS
requ
irem
ents
; 2.
How
to d
etec
t and
pre
vent
frau
d;
Yes,
om
it 1
and
2.
They
are
not
re
quire
d.
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
3.
How
to in
stal
l, op
erat
e, m
aint
ain,
and
sup
port
the
Proc
ess
Solu
tion
soft
war
e an
d al
l har
dwar
e;
4. H
ow to
inst
all,
oper
ate,
mai
ntai
n, a
nd s
uppo
rt th
e Re
p ort
ing
Solu
tion
soft
war
e an
d al
l har
dwar
e;
5. H
ow to
use
the
prop
osed
Sol
utio
n to
pre
vent
loss
of
prod
uctiv
ity.
The
first
two
requ
irem
ents
(#1
and
#2 a
bove
) app
ear t
o be
rela
ted
to th
e Co
llect
Sol
utio
n, w
hich
is o
utsi
de o
f sc
ope
for t
he D
BCID
M A
BIS/
NIS
T pr
ocur
emen
t.
Can
the
Auth
ority
con
firm
the
Trai
ning
Mod
ules
are
not
re
quire
d to
cov
er th
ese
capa
bilit
ies?
55
SOW
12
1.
7.2
The
Tabl
e pr
ovid
ed u
nder
the
refe
renc
ed s
ectio
n de
fines
H
Q a
nd R
epor
ting
“Wor
ksta
tions
” to
be
inst
alle
d at
as
follo
ws:
Sp
ecifi
catio
ns o
f exi
stin
g co
mpu
ting
plat
form
s:
Wor
ksta
tions
: Se
e Ap
pend
ix L
, Per
iphe
ral S
peci
ficat
ions
for L
IVES
CAN
W
orks
tatio
ns
Appe
ndix
L a
ppea
rs to
add
ress
the
Colle
ct S
olut
ion
wor
ksta
tion
com
pone
nts,
and
not
the
ABIS
/NIS
T so
lutio
n w
orks
tatio
n co
mpo
nent
s.
Can
the
Auth
ority
pro
vide
spe
cific
atio
ns fo
r the
co
mpo
nent
s re
quire
d by
Bid
ders
to s
uppo
rt th
e AB
IS/N
IST
solu
tion
wor
ksta
tions
?
• Si
x AB
IS
wor
ksta
tions
•
The
card
sca
nner
s m
ust b
e FB
I cer
tifie
d an
d RC
MP
cert
ified
. •
All s
ix w
orks
tatio
ns
shal
l hav
e th
e fo
llow
ing
conf
igur
atio
n:
desk
top
com
pute
r w
ith a
mou
se a
nd
keyb
oard
, 2 la
rge
mon
itors
, FBI
and
RC
MP
cert
ified
fla
tbed
sca
nner
. An
y ot
her p
erip
hera
ls
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
th
at th
e bi
dder
re
quire
s sh
ould
als
o be
doc
umen
ted
in
the
resp
onse
and
re
flect
ed in
pric
ing.
Ea
ch w
orks
tatio
n m
ust b
e ab
le to
do
all
func
tions
that
an
oper
ator
can
do
(e.g
. ve
rific
atio
n,
cert
ifica
tion,
dire
ct
filin
g, e
tc.).
•
As m
entio
ned
prev
ious
ly, s
ix A
BIS
wor
ksta
tions
. •
It sh
ould
be
assu
med
for t
he
purp
ose
of
resp
ondi
ng th
at a
ll si
x AB
IS w
orks
tatio
ns
will
be
used
co
ncur
rent
ly.
• Th
ere
is o
nly
one
site
(101
Col
onel
By
Driv
e-N
DH
Q) a
nd 6
co
ncur
rent
lice
nces
ar
e re
quire
d
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
56
SOW
38
Ta
ble
15-1
The
Proj
ect D
ocum
enta
tion
deliv
erab
les
defin
ed u
nder
Ta
ble
15-1
incl
udes
a S
ubco
ntra
ctor
Man
agem
ent P
lan,
w
hich
sta
tes
“if r
equi
red”
. Ca
n th
e Au
thor
ity c
onfir
m a
Bid
der i
s no
t req
uire
d to
pr
ovid
e th
is d
ocum
ent i
f the
Bid
der’s
sol
utio
n do
es n
ot
incl
ude
subc
ontr
acto
rs?
Conf
irmed
. If n
o su
bcon
trac
tor e
xist
s th
en n
o pl
an is
ne
cess
ary
57
SOW
11
39
40
1.7.
1.2
(3)
Tabl
e 15
-1
Para
grap
h (3
) und
er S
ectio
n 1.
7.1.
2 st
ates
: H
owev
er, t
he A
BIS
solu
tion
and
subs
yste
ms
mus
t be
fully
im
plem
ente
d in
all
test
env
ironm
ents
and
the
Prod
uctio
n en
viro
nmen
t with
in tw
elve
(12)
mon
ths
of c
ontr
act a
war
d un
less
spe
cific
ally
iden
tifie
d he
rein
. D
eliv
erab
le #
13 u
nder
Tab
le 1
5 -1
requ
ires
a Fu
lly
Func
tiona
l Tes
t Env
ironm
ent t
o be
est
ablis
hed
with
in 6
m
onth
s of
con
trac
t aw
ard,
and
Del
iver
able
#19
und
er
Tabl
e 15
-1 re
quire
s a
Fully
Fun
ctio
nal P
rodu
ctio
n En
viro
nmen
t to
be e
stab
lishe
d w
ithin
8 m
onth
s of
co
ntra
ct a
war
d.
The
Test
Env
ironm
ent a
nd P
rodu
ctio
n En
viro
nmen
t de
liver
y da
tes
sugg
est a
n ac
cept
ance
test
ing
cycl
e of
6
mon
ths
(Mon
th 6
– s
tart
of t
estin
g in
Tes
t Env
ironm
ent
thro
ugh
Mon
th 1
2 –
end
of im
plem
enta
tion
effo
rt),
whi
ch
is 5
0% o
f the
allo
wed
pro
ject
impl
emen
tatio
n tim
e. T
hese
su
gges
ted
deliv
ery
date
s in
crea
se im
plem
enta
tion
risk.
To
redu
ce im
plem
enta
tion
risk,
are
Bid
ders
allo
wed
som
e de
gree
of f
lexi
bilit
y by
adj
ustin
g th
e Te
st E
nviro
nmen
t and
Pr
oduc
tion
Envi
ron m
ent d
eliv
ery
date
s in
est
ablis
hing
th
eir d
raft
MCS
, with
the
unde
rsta
ndin
g th
e 12
-mon
th
timel
ine
mus
t stil
l be
supp
orte
d an
d th
e im
plem
enta
tion
appr
oach
redu
ces
risk?
Flex
ibili
ty w
ill b
e gi
ven
to b
idde
rs w
ho
prov
ide
timel
ines
w
ith ju
stifi
catio
n fo
r sc
hedu
le d
evia
tions
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
58
SOW
10
11
15
23
30
1.7.
1.1
(1)
1.7.
1.2
(3)
1.10
(4)
3.7
4 - 2
.1
SOW
Sec
tion
1.7.
1.1
(1) s
tate
s:
Har
dwar
e, O
S, s
oftw
are
and
all o
ther
del
iver
able
s (e
xclu
ding
GFE
) req
uire
d to
del
iver
an
ABIS
sol
utio
n an
d su
bsys
tem
s su
ch th
at th
ey s
hall
satis
fy th
e re
quire
men
ts
stat
ed th
roug
hout
this
SO
W a
nd it
s ac
com
pany
ing
docu
men
ts; a
nd c
ompl
y w
ith s
erve
r/w
orks
tatio
n se
curit
y re
quire
men
ts o
f DN
D fo
r all
envi
ronm
ents
: A.
Dev
elop
men
t/Te
st (D
EVTE
ST);
B.
Pro
duct
ion
(PRO
D);
and
C.
Dis
aste
r Rec
over
y. (D
R)
SOW
Sec
tion
1.7.
1.2
(3) s
tate
s:
How
ever
, the
ABI
S so
lutio
n an
d su
bsys
tem
s m
ust b
e fu
lly
impl
emen
ted
in a
ll te
st e
nviro
nmen
ts a
nd th
e Pr
oduc
tion
envi
ronm
ent w
ithin
twel
ve (1
2) m
onth
s of
con
trac
t aw
ard
unle
ss s
peci
fical
ly id
entif
ied
here
in.
SOW
Sec
tion
1.10
(4) s
tate
s:
The
Cont
ract
or m
ust u
nder
stan
d an
d fo
llow
the
DN
D
Chan
ge M
anag
emen
t pro
cess
, the
inst
alla
tion
proc
ess
and
rele
ase
proc
ess
thro
ugh
vario
us e
nviro
nmen
ts to
the
Prod
uctio
n en
viro
nmen
t.
SOW
Sec
tion
3.7
stat
es:
The
cont
ract
or m
ust s
uppl
y so
ftw
are
com
pone
nts
and
licen
ses
to s
uppo
rt a
prim
ary
and
Dis
aste
r Rec
over
y si
te.
The
cont
ract
or m
ust a
lso
prov
ide
soft
war
e co
mpo
nent
s an
d lic
ense
s fo
r a p
re-p
rodu
ctio
n en
viro
nmen
t. SO
W S
ectio
n 4
– 2.
1 st
ates
:
The
cont
ract
or m
ust
supp
ort o
ne p
re-
prod
uctio
n en
viro
nem
ent w
hich
ha
s an
exa
ct re
plic
a of
all
syst
ems
on th
e pr
oduc
tion
envi
rone
men
t. Pl
ease
refe
r to
sect
ion
4.0
DN
D/S
CC
Envi
ronm
ents
in S
ow
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
Th
e Te
st a
nd D
evel
opm
ent C
ente
r env
ironm
ents
for
uncl
assi
fied
test
ing
com
pris
ed o
f the
follo
win
g en
viro
nmen
ts:
• Th
e G
DC
Dom
ain
• Ar
ea 5
1 •
NIT
L/CE
RT
Can
the
Auth
ori ty
cla
rify
the
num
ber o
f Tes
t En
viro
nmen
ts th
at a
re re
quire
d to
be
supp
orte
d fo
r te
stin
g th
e AB
IS /
NIS
T so
lutio
n pr
ior t
o m
igra
ting
to th
e Pr
oduc
tion
Envi
ronm
ent,
and
iden
tify
each
suc
h en
viro
nmen
t?
Can
the
Auth
ority
con
firm
the
Cont
ract
or is
resp
onsi
ble
for p
rovi
ding
all
hard
war
e to
sup
port
the
iden
tifie
d en
viro
nmen
ts, i
.e.,
wor
ksta
tions
, ser
vers
, per
iphe
rals
(s
cann
ers
and
prin
ters
), an
d AB
IS/N
IST
soft
war
e?
59
SOW
12
1.
7.2
The
tabl
e pr
ovid
ed u
nder
the
refe
renc
ed s
ectio
n id
entif
ies
a Tr
aini
ng F
acili
ty, w
hich
sta
tes:
D
ND
will
pro
vide
the
trai
ning
faci
lity.
As
such
, the
dat
a ce
nter
spa
ce, s
erve
rs, o
pera
ting
syst
ems,
sto
rage
, in
fras
truc
ture
sof
twar
e co
mpo
nent
s w
ill b
e pr
ovid
ed b
y D
ND
. Ca
n th
e Au
thor
ity c
onfir
m D
ND
will
als
o pr
ovid
e th
e w
orks
tatio
n (t
o in
clud
e O
S an
d in
fras
truc
ture
) and
pe
riphe
ral c
ompo
nent
har
dwar
e fo
r the
Tra
inin
g fa
cilit
y,
and
the
Cont
ract
or is
onl
y re
spon
sibl
e fo
r pro
vidi
ng
soft
war
e lic
ense
s to
sup
port
the
Trai
ning
faci
lity?
Conf
irmed
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
60
RFP
46
Anne
x B
2.
Tabl
e 3
The
desc
riptio
n of
tabl
e 3
incl
udes
“Fi
rm U
nit P
rices
for
one
(1) o
n -si
te s
uppo
rt re
sour
ce”
how
ever
this
reso
urce
do
es n
ot a
ppea
r to
be re
fere
nced
els
ewhe
re in
the
RFP.
Anne
x B
has
been
re
vise
d.
61
RFP
Part
6,
Secu
rity,
Fi
nanc
ial,
and
Oth
er
Requ
irem
ents
The
Requ
est f
or P
ropo
sal d
ocum
ent s
tate
s, T
he
Cont
ract
or/O
ffero
r mus
t com
ply
with
the
prov
isio
ns o
f th
e se
curit
y Re
quire
men
ts C
heck
Lis
t and
sec
urity
gui
de (i
f ap
plic
able
), at
tach
ed a
t Ann
ex__
__".
Secu
rity
Re
quire
men
ts a
re
atta
ched
as
Ann
ex C
62
RFP
Atta
chm
ent 1
, St
atem
ent o
f W
ork,
Ap
pend
ix H
DN
D h
as o
utlin
ed re
quire
men
ts fo
r ope
ratio
n Te
stin
g.
Wou
ld D
ND
ple
ase
conf
irm w
heth
er th
ey in
tend
to
cond
uct b
ench
mar
k te
stin
g pr
ior t
o co
ntra
ct a
war
d?
No
benc
hmar
k te
stin
g pr
ior t
o co
ntra
ct a
war
d is
re
quir
ed.
63
RFP
At
tach
men
t 1,
Stat
emen
t
The
tabl
e re
fere
nces
the
ABIS
/NIS
T im
plem
enta
tion
Plan
W
ould
DN
D p
leas
e de
scrib
e th
e di
ffere
nce
betw
een
thes
e pl
ans
as A
ppen
dix
B, D
eliv
erab
les
only
des
crib
es th
e AB
IS
impl
emen
tatio
n Pl
an?
This
was
an
erro
r.
The
ABIS
/NIS
T im
plem
enta
tion
Plan
is
the
sam
e as
the
ABI
S im
plem
enta
tion
plan
.
64
DBC
IDM
RFP
,
Atta
chm
ent 1
5,
Requ
irem
ents
Tr
acea
bilit
y M
atrix
Wou
ld D
ND
ple
ase
prov
ide
an e
dita
ble
vers
ion
of th
e RT
M
Any
ven
dor r
equi
ring
a
copy
of t
he R
TM in
an
edi
tabl
e fo
rmat
sh
ould
con
tact
the
Cont
ract
ing
Aut
hori
ty v
ia e
-mai
l an
d a
copy
will
be
N°
de l'
invi
tatio
n -
Sol
icita
tion
No
. N
° de
la m
odif
- A
md.
No.
Id
de
l'ac
het
eur
-
Bu
yer
ID
W87
4-18
BD
10/
A
004
1
07zl
N°
de
réf.
du
clie
nt
- C
lient
Ref
. No.
F
ile N
o. -
N°
du
doss
ier
N°
CC
C /
CC
C N
o./
N°
VM
E -
FM
S
W87
4-18
BD
10
*Lin
k de
scrib
ed in
que
stio
n 33
: htt
p://
serv
ice.
ssc.
gc.c
a/en
/pol
icie
s_pr
oces
ses/
polic
ies/
os-r
oadm
ap
AL
L O
TH
ER
TE
RM
S A
ND
CO
ND
ITIO
NS
RE
MA
IN T
HE
SA
ME
.
sent
to th
em in
M
icro
soft
Exc
el
form
at
UNCLASSIFIED
UNCLASSIFIED
INFORMATION TECHNOLOGY SERVICE MANAGEMENT:
IT Change Management (IT ChgM) Process
Version: 0.9
Date: 20 December 2017
Prepared By: National Service Management Office
ADM(IM) DGIMTSP DIMCD
UNCLASSIFIED
IT Change Management (IT ChgM) Process v0.9
20 December 2017 i
UNCLASSIFIED
Foreword ITSM is a discipline that encompasses a set of co-operative and inter-related capabilities aimed at delivering and supporting IT services that meet the operational and business requirements of the Department of National Defence and Canadian Armed Forces (DND/CAF). ITSM processes and capabilities identified in the DND/CAF ITSM Framework: An Enterprise Approach will be introduced or enhanced, establishing the conditions and foundation on which to evolve the framework and ITSM capabilities within DND/CAF.
For each ITSM process or capability introduced, a set of documentation must be prepared to describe its process activities, workflow, roles, responsibilities, and other supporting factors in order to provide a common understanding of the capability and to provide a baseline for assessment and improvement.
This IT Change Management Process document is the result of that effort, and supersedes the DND Information Management Configuration and Change Management Framework v2.1, February 2002.
UNCLASSIFIED
IT Change Management (IT ChgM) Process v0.9
20 December 2017 ii
UNCLASSIFIED
Authorization The IT Change Management Process document is issued under the approval of the Defence CIO, the director responsible for the National Service Management Office (NSMO) and the IT Change Management Process Owner. Changes to this standard document and the enterprise capability it describes shall be managed through the change process described at section 1.5 of this document.
_______________________________________ ___________________________
L. Bastien Date
Assistant Deputy Minister (Information Management)
_______________________________________ ___________________________
H. Azar Date
DIMCD
IT Change Management Process Owner
Director, National Service Management Office
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Document History
Version # Date And Author Summary Of Changes
0.1 (DRAFT)
10 May 2017
Evelyn Gow
Initial draft document
0.5 (DRAFT)
12 June 2017
Melanie Wilson
Updated to correct changes to template and to add content to the TOC; terminology alignment between workflow activities and role; restructured the R&R section; formatting fixes
0.6 (DRAFT)
16 October 2017
Melanie Wilson
Added Governance section to R&R, both process and ChgM governance descriptions; stubbed additional subsections and content to be added to the document
0.7 (DRAFT)
15 December 2017
Melanie Wilson
Organized the Annexes and updated all references; completed sections 2.1, 2.2, 2.3, 2.4, 3.1, 3.2, 3.3, 3.4; updated formatting and TOC; updated sections 1.6, 1.7
0.8 (DRAFT)
18 December 2017
Melanie Wilson
Updated tables and figures; completed sections 3.5, 3.6, 3.7, 4, 6 and updated Annex E; corrected more formatting issues
0.9 (DRAFT)
20 December 2017
Melanie Wilson
Updated and inserted IT ChgM Process Workflow v1.0 diagram; updated the RACI Matrix, created Annexes A, B, and C; updated Annex D; created Annex F; annotated Annexes G, H and I; document ready to distribute for review and feedback
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TABLE OF CONTENTS
Foreword ......................................................................................................................... i
Authorization ................................................................................................................. ii
Document History ........................................................................................................ iii
TABLE OF CONTENTS ................................................................................................. iv
1 IT Change Management Overview ..................................................................... 1
1.1 Definition ........................................................................................................... 1
1.2 Objectives ......................................................................................................... 1
1.3 Scope ................................................................................................................ 1
1.4 Process Owner ................................................................................................. 1
1.5 Process Control ................................................................................................ 1
1.6 Guiding Principles ............................................................................................. 2
1.7 References ........................................................................................................ 3
2 Governance, Roles and Responsibilities .......................................................... 4
2.1 ITSM Process Governance ............................................................................... 4
2.2 IT Change Management Governance ............................................................... 5
2.3 IT Change Management Key Roles .................................................................. 7
2.4 Additional Roles ................................................................................................ 8
2.5 RACI Matrix ....................................................................................................... 9
3 IT Change Management Activities ..................................................................... 3
3.1 Process Main Activities ..................................................................................... 3
3.2 Workflow Diagram ............................................................................................. 4
3.3 Triggers and Inputs ........................................................................................... 6
3.4 Outputs ............................................................................................................. 7
3.5 Workflow Activity Details ................................................................................... 8
3.6 Emergency Change Procedure ....................................................................... 16
3.7 IT Change Management Supporting Activities ................................................ 18
4 Interfaces with Other Processes ...................................................................... 18
4.1 Incident Management ..................................................................................... 19
4.2 Problem Management ..................................................................................... 19
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4.3 IT Asset Management ..................................................................................... 19
4.4 Configuration Management ............................................................................. 19
4.5 Release Management ..................................................................................... 20
4.6 Service Request Management ........................................................................ 20
4.7 Service Portfolio Management ........................................................................ 20
4.8 IT Security Management ................................................................................. 20
4.9 Request For Service ....................................................................................... 20
4.10 Canadian Forces Service Release .................................................................. 20
5 Process Improvement Plan .............................................................................. 21
5.1 CSF and KPI ................................................................................................... 21
6 Tool Specification and References .................................................................. 22
6.1 RFC Application .............................................................................................. 22
6.2 RFC Initiation & Validation Checklist ............................................................... 22
6.3 IT ChgM: Impact Assessment SOP ............................................................... 23
6.4 IT ChgM: IT Change Implementation SOP..................................................... 23
6.5 RFC Implementation Checklist ........................................................................ 23
6.6 IT ChgM: RFC Processing and SMC Group Account SOP ............................ 23
6.7 RFC Security Checklist ................................................................................... 23
6.8 Email System .................................................................................................. 23
Annex A – Types of Change ..................................................................................... A-1
Annex B – Requirement Types ................................................................................ B-1
Annex C – RFC Classes ............................................................................................ C-1
Annex D – RFC Application Fields and Definitions ................................................ D-1
Annex E – Process Owner Terms of Reference ......................................................E-1
Annex F – IT Change Manager Terms of Reference ................................................ F-1
Annex G – National Change Management Board Terms of Reference ................. G-1
Annex H – RFC Initiation & Validation Checklist .................................................... H-1
Annex I – RFC Implementation Checklist .................................................................. I-1
Annex J – RFC Security Checklist ............................................................................ J-1
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1 IT Change Management Overview
1.1 Definition
Change Management (ChgM) is defined by ITIL as having the purpose of controlling the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services. IT ChgM within DND/CAF currently focuses primarily around the technical onboarding of services, capabilities, HW or SW to the infrastructure.
1.2 Objectives
The primary objectives of an IT ChgM process are to:
Optimize overall business risk – either to minimize risk or to knowingly accept risk because of potential benefits;
Respond to business and IT requests for change that will align services with business needs; Respond to changing business requirements while maximizing value and reducing incidents,
disruption and rework; and Ensure that changes are recorded and evaluated, and that authorized changes are prioritized,
planned, tested, implemented, documented and reviewed in a controlled manner.
1.3 Scope
This IT ChgM process document is applicable to all service provider personnel involved in the delivery and management of IT services. Specifically, it serves as guidance to Change Managers and those implicated in the execution of the IT ChgM process. It is applicable to support of services and systems in unclassified, designated and classified domains.
This IT ChgM process document reflects current practice, with some updates to align it with the evolving IT service delivery model, ITSM practices and integration, and in response to recommendations made by Gartner in the Service Delivery Report, 09 December 2016.
1.4 Process Owner
The Process Owner of the IT Change Management Process is the Director Information Management Capability Development (DIMCD). Process Ownership is executed by the NSMO on behalf of DIMCD. Please direct all queries regarding this document to the NSMO.
1.5 Process Control
Process control is managed through planning, coordinating, implementing and monitoring changes affecting the process. The objectives of process control include:
Ensure that changes are made with minimum disruption to the process or capability;
Support the efficient and prompt handling of all changes;
Provide accurate and timely information about all changes;
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Ensure all changes are consistent with business and technical plans and strategies; and
Ensure that a consistent approach is used.
Process change requirements are raised either by or to the IT ChgM Process Owner for initial assessment and validation. Changes that require minor maintenance to process documentation and supporting tool(s) are raised by the IT ChgM Process Owner to the Process Integration Manager (PIM) and the Process Owner Working Group (POWG) for review and endorsement. Minor changes to the ITSM toolset should be raised by the Process Owner via a Service Request. Change requirements that are higher in degree of complexity and scope (Type 3, evolve requirements) are raised by the IT Change Management Process Owner through ITSM governance, and then further escalated through the Business Intake and related processes for approval, funding and implementation as deemed appropriate.
1.6 Guiding Principles
The following guiding principles have been applied in development of this version of the IT ChgM Process:
a. End-users should only ever need to raise an Incident or a Service Request (SR), but not a Request For Change (RFC).
b. Service Providers, including IM/IT Project Managers, are the only people who should be raising RFCs.
c. Changes that are simple, low risk, repetitive, and should not require extensive impact analysis or authorization are considered Standard Changes1, and should be processed as SRs, through service offerings found in the DND/CAF IT Service Catalogues.
d. Nearly all IM/IT service offerings will relate to Requirement Types2 1 and 2. The only exception should be the sole service offering to request a new capability.
e. An RFC will be raised for Type 3 and 4 requirements for new capabilities, once approved and funded. A SR is not required.
f. New service offerings or those that require modification may not be developed or implemented for several months. The RFC and Request For Service (RFS) applications will continue to be used where these gaps exist, until such time that the service catalogues have been updated to include them.
g. Addition of new service offerings or major enhancement to existing service offerings must be first approved by an RFC before submitting a SR to develop and implement the service offering in the enterprise Service Catalogue. Often, this RFC will be linked to a parent RFC for a Type 3 or Type 4 requirement.
1 Please refer to Annex A for a complete definition of Types of Change. 2 Please refer to Annex B for a complete definition of Requirement Types.
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h. Given that not all IT services are supported by a SMC, a Class 3 RFC may be approved by a Change Manager other than an SMC Change Manager. Another “local” level Change Manager could be involved, such as a CA divisional Change Manager.
i. The role of Change Manager can be executed at different organizational and functional levels, allowing flexibility and delegation of authority to the lowest practicable level.
j. Impact assessment will be executed specific to identified subject matter expertise, in accordance with Ref G, IT ChgM: Impact Assessment Standard Operating Procedure.
k. Definitions and scope of RFC Classes3 will be respected as described, and impact assessment will be executed in accordance with the class of the RFC.
1.7 References
A. ITSM Governance v1.0, 21 March 2016;
B. National Service Management Centre v1.0, 04 March 2016;
C. Service Management Centre Definition v1.3, 16 November 2017;
D. Gartner Service Delivery Report, 09 December 2016;
E. ITSM CSF, KPI and Reports, v1.0, 17 March 2015;
F. ITIL V3 Service Transition;
G. IT ChgM: Impact Assessment Standard Operating Procedure v1.0, TBD;
H. IT ChgM: RFC Processing and the SMC Group Account Standard Operating Procedure v1.0, TBD; and
I. IT ChgM: IT Change Implementation Standing Operating Procedure v1.0, TBD.
3 Please refer to Annex C for a complete definition of RFC Classes.
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2 Governance, Roles and Responsibilities
2.1 ITSM Process Governance
Figure 1: ITSM Process Governance
Figure 1 above depicts the four governing bodies associated with the management of change to ITSM processes. Creation of or modifications to ITSM processes are driven primarily from two perspectives: from a business need to improve service delivery, or by service providers requesting enhancements to tools to improve processes.
Requests for enhancements to the EITSM System that impact enterprise processes will be raised via a Service Request (SR) in the EITSM system and directed to the Functional Application System Manager (FASM) in the NSMO, who will then engage the implicated Process Owner for assessment, support or denial. The SR will be communicated to the EITSM WG members seeking global endorsement and validation of the enhancement. If endorsed by the EITSM WG and of low impact and level of effort to implement, the FASM will approve the SR and redirect it to the Life Cycle Application Manager (LCAM) to develop and implement. If endorsed but of higher impact and level of effort to implement, prioritization amongst other requests will be required and funding beyond the in-service support (LCAM) baseline may be required. These items will be raised to the ITSM WG for review, endorsement and funding options.
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The Process Integration Manager (PIM) in the NSMO will be advised by the FASM when SRs affecting processes have been raised. The PIM will advise the POWG so that other Process Owners can determine whether there will be impact to the processes for which they are responsible, so that integration can be maintained where applicable.
If a request is received and endorsed by the EITSM WG and the ITSM WG for a Type 3 requirement, such as addition of a whole new process or module within the EITSM system, it will be raised to the ITSM SC for endorsement and enter into the Business Intake and higher-level prioritization, approval, business planning and funding processes in conjunction with the Information Management Board (IMB).
More information pertaining to these governing bodies and roles can be found at Refs A and B.
2.2 IT Change Management Governance
Figure 2: IT Change Management Governance
As depicted in Figure 2 above, IT Change Management is controlled at four levels. DND/CAF is distinct in its IT ChgM practice from typical organizations in that the ITIL Change Advisory Board (CAB) function is managed in two forums. Evolve and transform requirements – those items and change activities that are significant in scope and scale to the business and operations of DND/CAF – are prioritized, resource planned and approved through the IMB; while all changes made to IT
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services, infrastructure and systems while in operation are managed and approved at the appropriate organizational level related to the impact of the change.
The following subsections describe the role of the aforementioned Change Management Boards.
2.2.1 Information Management Board (IMB)
The IMB is the senior IM/IT governance body in the DND/CAF. The IMB is co-chaired by ADM (IM) and the Chief of Programme (CProg) with L1 membership from across DND/CAF. It provides strategic leadership and is the highest decision-making body regarding all matters related to the Defence IM/IT Programme, including the ITSM Programme requirements. The IMB will review and approve new or significant changes to existing IT services (Requirement Types 3 and 4, evolve and transform), which in turn signals the raising of a Class 1 RFC.
The Terms of Reference for IMB can found at http://img.mil.ca/cbm-ccr/ebm-dcr-eng.asp.
2.2.2 National Change Management Board (NCMB)
The NCMB’s primary mandate is to ensure accurate and complete operational, technical and security/risk impact assessments are made for all proposed changes to the DND/CAF’s enterprise level designated and classified networks such that informed approval/denial decisions can be made. Co-chaired by delegated representatives of the Operational and Technical Authorities OA, TA), who are fulfilling the role of national-level Change Managers for designated and classified systems and networks, the NCMB membership is comprised primarily of the L1 Change Managers and key enterprise-level technical and security advisors. The NCMB is concerned with the processing and approval of Class 14 RFCs, and any significant issues that may be raised concerning Class 2 and 3 RFCs.
A more detailed description of National Change Management Board responsibilities can be found at Annex G, the NCMB Terms of Reference (TOR).
2.2.3 L1 Change Management Board (L1 CMB)
Each L1 organization, primarily those having the responsibility to deliver IT services in support of IT networks and systems, has an assigned L1 Change Manager (previously known as a Change Management Authority, CMA). The L1 Change Manager may choose to establish a CMB at their organizational level, with a mandate similar to that of the NCMB. The L1 CMB is chaired by its L1 Change Manager, and is concerned with the processing and approval of Class 2 RFCs and any significant issues that may be raised concerning Class 3 RFCs.
2.2.4 SMC Change Management Board (SMC CMB)
The creation of SMCs within the IT service delivery model has provided the opportunity to streamline services and IT service support into well-defined areas of responsibility. With this organizational change, the IT ChgM practice must evolve to align with the resulting support construct. Each SMC Manager, in consultation with his L1 Change Manager, will determine if an SMC CMB is required to facilitate the processing and approval of Class 3 RFCs that are the
4 Please refer to Annex C for a complete definition of Requirement Types.
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responsibility of the SMC to deliver. If the SMC is smaller in size, it may suffice to merge the function of the SMC CMB into the SMC Service Management Oversight Committee (SMOC).
2.3 IT Change Management Key Roles
2.3.1 IT Change Management Process Owner
The IT Change Management Process Owner is accountable to ensure the organization-wide suitability and acceptance of the IT Change Management process, and that it meets the stated and agreed goals and objectives. As such, the IT Change Management Process Owner’s responsibilities include sponsorship, design, management of change, sustainment, and continual improvement of the IT ChgM Process and its metrics in terms of efficiency and effectiveness.
Process Owners are functionally responsive to the Process Integration Manager within the National Service Management Office (NSMO) and to the direction and prioritization of enterprise ITSM capabilities promulgated through the ITSM Steering Committee.
The IT Change Management Process Owner will undertake Process Improvement Reviews (PIR) and complete Process Improvement Review Reports (PIRR). In doing so, IT Change Managers, other Process Owners, the Process Integration Manager and other ITSM stakeholders may be engaged. Completed reports are forwarded to the Process Integration Manager for review and endorsement of the recommended process improvement action plan.
A more detailed description of Process Owner responsibilities can be found at Annex E, the Process Owner Terms of Reference (TOR).
2.3.2 IT Change Manager
The IT Change Manager, under the guidance of the IT Change Management Process Owner is assigned the responsibility for ongoing management and control of the IT ChgM Process as it is executed within their area of responsibility. Although there is only one IT Change Management Process Owner, there are many IT Change Managers. In accordance and alignment with the organizational and RFC Class structure, there are IT Change Managers at the national level, L1 level and at the local level, primarily associated with the SMCs.
The IT Change Manager is responsible for executing change procedures, validating the change requirement, assuring completeness and accuracy of the RFC, escalating to higher authorities when applicable, and approval/denial of RFCs within their area of responsibility.
A more detailed description of the IT Change Manager responsibilities can be found at Annex F, the IT Change Manager Terms of Reference (TOR).
2.3.3 RFC Coordinator
The RFC Coordinator is a support role assigned to various levels as required, to aid in the process of initiating RFC’s or consolidating impact assessments. Supporting the IT Change Manager, a RFC Coordinator may review RFCs for completeness prior to their validation by the IT Change Manager, may track the status of all RFCs within their area of responsibility, and may perform other administrative tasks to support the processing of RFCs. An RFC Coordinator may also be tasked with coordinating impact assessments on behalf of a local, SMC or L1 Change Manager.
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In addition to supporting IT Change Managers, an RFC Coordinator may be named within an IT service provider organization to initiate RFCs on behalf of a specific IT unit in order to develop a focal point for the expertise in creating RFCs.
2.3.4 Initiator
The Initiator is the person who raises a RFC. The Initiator should be an IT service provider or project manager, or a person raising a request on behalf of an IT service provider or project manager, who is intimately familiar of the details of the change. The Initiator is responsible to complete or attach all required documentation describing the proposed change and must advise the IT Change Manager when the RFC is ready for review. The Initiator may be asked to provide additional details and update the RFC accordingly.
2.3.5 Impact Assessor
The Impact Assessor is responsible to analyze RFCs for impact pertaining to their specific technical, operational/business, or IT security subject matter expertise. The Impact Assessor will provide this assessment on the RFC record in a timely manner so as not to slowdown the RFC processing timeline. As subject matter experts for their specific area of expertise, they could also be engaged by the Initiator prior to raising a change request to seek their advise.
A detailed description of the impact assessment procedure, types of impact assessment and a list of the national-level impact assessors for Class 1 RFCs can be found at Ref G, IT ChgM: Impact Assessment Standard Operating Procedure v1.0, TBD.
2.3.6 Implementer
The Implementer is the person or IT unit responsible for implementing or overseeing the implementation of the approved change. The Implementer will complete the Implementation Checklist once the change has been completed and attach it to the RFC, advising the Change Manager who will review it and close the RFC.
A detailed description of the implementation procedure and the Implementation Checklist can be found at Ref I, IT ChgM: IT Change Implementation Standing Operating Procedure v1.0, TBD.
2.4 Additional Roles
Service Provider
An IM/IT Service Provider is any organization that employs IM/IT staff in the delivery of IM/IT capabilities. This includes service providers both internal and external to DND/CAF. Service Providers fulfill many roles in the support of the IT ChgM process. They can initiate RFCs for amendments to the networks, systems, hardware or software under their responsibility, they can be called on for their expertise in the impact assessment process and they are also responsible to implement approved changes.
Service Owner
Service Owners are responsible to contribute to IT ChgM by identifying, developing and maintaining service offerings that represent Standard Changes, and ensuring they are submitted through the IT ChgM process before incorporation within the DND/CAF IT Service Catalogue(s).
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These roles and others are described in more detail at Refs A, B and C.
2.5 RACI Matrix
A RACI Matrix describes the participation by various roles in completing tasks or activities in support of a process and its integration with other ITSM practices. It is useful in clarifying roles and responsibilities in cross-functional/departmental workflows.
RACI is an acronym derived from the four key responsibilities most typically used: Responsible, Accountable, Consulted and Informed.
R = Responsible; the individual(s) who actually completes the tasks, the doer. This person is responsible for action/implementation. Responsibility can be shared. The degree of responsibility is determined by whoever is Accountable (A).
A = Accountable; is the individual who is ultimately responsible. Accountable includes yes or no authority or veto power. Only one “A” can be assigned to a task.
C = Consulted; the individual(s) to be consulted prior to a final decision or action. This incorporates two-way communication.
I = Informed; the individual(s) who needs to be informed after a decision or action is taken. This incorporates one-way communication.
The RACI Matrix for the IT ChgM process is found below. It describes the key activities and relationships with other processes and how the various roles are implicated in process execution.
Table 1: IT ChgM Process RACI Matrix
IT ChgM Main
Activities or Tasks:
IT C
hgM
Pro
cess
O
wn
er
Init
iato
r
Loc
al/S
MC
C
han
geM
anag
er
L1
Ch
ange
M
anag
er
Nat
ion
al C
han
ge
Man
ager
Imp
act
Ass
esso
r or
SM
E
Imp
lem
ente
r
Loc
al/S
MC
CM
B
L1
CM
B
NC
MB
Process Design, Control, Oversight
A/R I C C I I I C
Initiate A/R I I I C
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Validate (Class 1-2-3) C A/R A/R A/R
Impact Assessment (Class 1-2-3)
C A A A R I I I
Recommend (Class 1-2-3) A A A R I I I
Approve (Class 1-2-3) I A/R A/R A/R I I C C C
Return for Modifications (Class 1-2-3)
I A/R A/R A/R C C/I C/I C/I
Defer (Class 1-2-3) I A/R A/R A/R C C C
Not Approve (Class 1-2-3) I A/R A/R A/R C C C
Cancel (Class 1-2-3) I A/R A/R A/R I I I
Implement I A A A R I I I
Close C/I A/R A/R A/R C I I I
Notes:
1. All three levels of Change Managers are listed in the matrix; however, only one is implicated as each task or activity is executed, dependent on the Class of the RFC, except for the first activity identified.
2. All three levels of CMBs are listed in the matrix; however, only one is implicated as each task or activity is executed, dependent on the Class of the RFC, except for the first activity identified.
3. The RFC Coordinator has not been listed on this matrix as it is an optional role dependent on the needs of the Change Manager. Note however, that the Change Manager could delegate some of his/her administrative tasks to their RFC Coordinator, such as coordination of the Impact Assessment activity.
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3 IT Change Management Activities IT Change Management consists of a number of primary activities and procedures that are to be followed in a common manner, regardless of the Class of the change. The main activities are highlighted in section 3.1 below, followed by the workflow diagram that provides a visual depiction of these activities in relation to the responsible key roles.
Triggers, inputs and outputs are provided to define the parameters and expectations in executing the IT ChgM process. A detailed description of the process activities is then described in section 3.5, followed by the Emergency Change Procedure.
3.1 Process Main Activities Table 2: IT ChgM Process Main Activities
Activity Name Activity Description
ChgM 1.0 Initiate
The Initiator completes a RFC with supporting documentation using the DND/CAF RFC application.
The application generates a RFC number and record with the RFC Class set as DRAFT and the status set as NEW. The Initiator uses e-mail and notifies the applicable IT Change Manager when the new RFC is ready for validation.
ChgM 2.0 Validate The validation of a RFC is performed by an IT Change Manager. The IT Change Manager validates all required fields and ensures that the information is clear and complete, and determines/validates the Class of the RFC. The RFC is then opened for impact assessment (OFIA).
ChgM 3.0 Impact Assessment The IT Change Manager directs the RFC to the appropriate Impact Assessors who complete analyses of the change against their area of subject matter expertise in accordance with Ref G.
The IT Change Manager or a delegate performs the coordination of impact assessments (IAs). Many RFCs require analysis from multiple areas of expertise.
ChgM 4.0 Recommend The Impact Assessors indicate on the RFC record their recommendation based on their IA. The IT Change Manager reviews the recommendations and if the IAs are unanimous in recommending approval of the RFC, the IT Change Manager changes the status to APPROVED.
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Activity Name Activity Description
ChgM 5.0 Approve The IT Change Manager advises the Initiator, Impact Assessors and any other stakeholders of the approval of the RFC, indicating that the change can now be scheduled.
ChgM 6.0 Implement The IT service provider implementing the change schedules the associated activities and executes the change. Follow the procedure at Ref I, the Implementer updates the RFC with the completed Change Implementation Checklist (Annex I) and advises the Initiator and the applicable IT Change Manager.
ChgM 7.0 Close The IT Change Manager reviews the Implementation Checklist, and verifies that the change has been implemented in accordance with the approved RFC. If it has, the IT Change Manager changes the status to CLOSED and informs stakeholders as required.
3.2 Workflow Diagram
The workflow diagram on the following page illustrates the flow of activities described above associated with IT ChgM Process. This figure should be referenced when reading the following sub-sections which describe the activities of the process in detail.
UN
CL
AS
SIF
IED
5
Fig
ure
3:
IT
Ch
gM P
roce
ss W
orkf
low
v1.
0
IT C
hang
e M
anag
emen
t Pro
cess
Wor
kflo
w v
1.0
Change ManagerInitiator ImplementerOther Processes
& LinksImpact
Assessor
ChgM
1.0
Initi
ate
ChgM
2.0
Va
lidat
e (C
lass 3
)
ChgM
3.0
Im
pact
Ass
essm
ent
(Clas
s 3)
ChgM
5.0
Appr
ove
ChgM
6.0
Impl
emen
t
ChgM
4.1
Not
App
rove
ChgM
4.4
Canc
el
ChgM
7.0
Clos
e
ChgM
4.2
Ret F
or M
ods
ChgM
4.3
Defe
r
Inci
dent
M
gmt
Prob
lem
M
gmt
Serv
ice
Requ
est
Mgm
t
ChgM
4.0
Reco
mm
end?
ChgM
2.0
Va
lidat
e(C
lass
1 o
r 2)
Clas
s 1
or 2
?
Clas
s 2
IA
Requ
ired?
ChgM
4.0
Reco
mm
end?
ChgM
4.0
Reco
mm
end?
ChgM
3.0
Im
pact
Ass
essm
ent
(Clas
s 2)
ChgM
3.0
Im
pact
Ass
essm
ent
(Clas
s 1)
Asse
t DB
CMDB
N
YN
N
N
NY
Y
YY
Upd
ate
Repo
sito
ries
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3.3 Triggers and Inputs
The IT ChgM Process may be triggered by the any of the items listed in Table 3 below.
Table 3: IT ChgM Process Triggers and Inputs
Trigger or Input From
Approved and funded requirement for a new capability or service
Business Intake and Governance Processes; RFC generated by a Service Provider or a Project Manager
Update or improvement to Services, or Service Offerings in the Service Catalogues
Service Request Management Process; RFC generated by a Service Owner
Requests for operational, low risk, standard changes
Service Request (SR) raised by user through the Self-Service Portal of the EITSM System
Need for corrective or preventative changes to infrastructure, systems, applications, and databases (sustainment)
RFC raised by a Service Provider
The commissioning or decommissioning of hardware or software assets
RFC raised by a Service Provider
Update or Improvement to approved ITSM process or associated procedure
RFC raised by the Process Owner for major changes to process activities or procedures
Urgent operational requirement, an outage, or other major incident requiring immediate change to the IT Infrastructure (ITI)
Incident Management Process; emergency RFC is raised by the Service Provider responsible for implementing the change
Change to correct a recurring issue for which workarounds have been used extensively
Problem Management Process; RFC raised by the Service Provider responsible for implementing the change
Inputs to the RFC Record may include at minimum:
a. Design Specifications b. CONOPS c. Test Plan and Results
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d. Overview of Security Approval & Authorization (SA&A) materials submitted to the appropriate Security Authority (SA)
e. Implementation Plan f. In-Service Support Plan g. Implementation Checklist
Please refer to Annex D, RFC Application Fields and Definitions for more information regarding content input to the RFC Record.
3.4 Outputs
The outputs derived from the IT ChgM Process are found in Table 4 below.
Table 4: IT ChgM Process Outputs
Output(s) To Details
Email Notifications:
RFC creation Additional information RFC cancelled RFC approved RFC implemented RFC closed
Initiator
Impact Assessors
Implementer
Email notifications are sent as required to those involved in the creation, assessment and implementation of a RFC. Email notifications vary by RFC Class and applicable local procedures.
RFC Approval Initiator
Implementer
RFC Approval indicates that the implementer may proceed to schedule and execute the change.
RFC Closure Initiator
Service Providers
Closure of the RFC indicates that the change was made successfully and is fully operational, supported by the in-service support (ISS) provider indicated in the ISS Plan.
Creation of or update to CIs or assets
CMDB and/or asset repository
A key objective of IT ChgM is to control change to the ITI, through well-maintained configuration and asset information. When changes are implemented, CMDBs and asset repositories should be updated immediately.
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3.5 Workflow Activity Details
Table 5 below provides a detailed description of each activity illustrated in the IT Change Management process workflow presented at section 3.2.
Table 5: IT ChgM Process Workflow Activity Details
Activity Role
Responsible Participate Input / Output
ChgM1.0 - Initiate
The Initiator completes a RFC with supporting documentation using the RFC Application.
To create a RFC, proceed to ChgM 1.1, Create RFC.
To update an existing RFC, proceed to ChgM 1.2, Update RFC.
Initiator Subject Matter Experts (Impact Assessors)
Input: RFC details
Supporting documentation (if required)
Output: A completed
RFC
ChgM 1.1 – Create RFC
Access RFC Application.
Initiator completes all applicable fields and attaches supporting documentation as required.
Refer to Annex D for RFC Application Fields and Definitions.
Refer to Annex H for the RFC Initiation and Validation Checklist.
Refer to section 4.3 for specific asset information required for application changes.
Initiator sends e-mail notification that RFC has been initiated.
Proceed to ChgM 2.0 Validate.
Initiator
Input: RFC details
Supporting documentation (if required)
Output:
RFC number
E-mail notification to IT Change Manager
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Activity Role
Responsible Participate Input / Output
ChgM 1.2 – Update RFC
Uses the RFC# to access the RFC Application and update the RFC throughout the Initiation, Validation and Return for Modification statuses.
If the RFC has not been validated, proceed to ChgM 2.0, Validate.
If the RFC has been validated, proceed to Chg M3.0, Impact Assessment.
Initiator, IT Chg Mgr
Input: Additional
RFC information
Output:
Updated RFC
ChgM 2.0 – Validate
The IT Change Manager will verify the information when an Initiator has informed him that a NEW RFC is ready for processing,
When the IT Change Manager receives the email notification, proceed to ChgM 2.1, Validate RFC.
If the RFC is validated, proceed to ChgM 2.2, Set Class and Status Field.
If the RFC is missing information or incomplete, proceed to ChgM 1.2, Update RFC.
IT Chg Mgr Input: Email
notification from Initiator
NEW RFC Output: Validated RFC
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Activity Role
Responsible Participate Input / Output
ChgM 2.1 – Validate RFC
The Change Manager verifies: all required field are completed, information is clear, subject matter experts have been
consulted, and required documents are attached.
Refer to Annex H for the RFC Initiation and Validation Checklist.
If all RFC information is complete, proceed to ChgM 2.2, Set Class and Status Fields.
When the validation is incomplete, send notification e-mail to Initiator, and proceed to ChgM 1.2, Update RFC.
IT Chg Mgr Initiator Input: NEW RFC
Output: Validated RFC
Email notification to Initiator
ChgM 2.2 – Set Class and Status Fields
Sets the class field to Class 1, Class 2, or Class 3.
Sets the status field to Open for IA and proceed to ChgM 3.0, Impact Assessment.
Sends e-mail notification that RFC has been submitted and provides RFC number
IT Chg Mgr Input: Additional
RFC information
Output: Updated RFC
Email notification to Initiator
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Activity Role
Responsible Participate Input / Output
ChgM 3.0 – Impact Assessment
The IT Change Manager engages Impact Assessors as required for the type and class of RFC. For Class 1 RFCs, the IT Change Manager sends e-mail / calendar invite to assessors with IA due date set for ten business days in the future.
Complete Impact Assessment in accordance with Ref G, Impact Assessment SOP.
When the Impact Assessment is complete, the IT Change Manager will summarize the impact analyses, and update the Impact Analysis field within the RFC Application.
When the Impact Assessment is complete, proceed to ChgM 4.0, Recommend.
Impact Assessors
IT Chg Mgr Input: Complete RFC
details Output: Impact
Assessment
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Activity Role
Responsible Participate Input / Output
ChgM 4.0 – Recommend
The Impact Assessors provide their recommendations to approve or not approve the RFC. The IT Change Manager determines how to proceed based on the recommendations.
If the RFC is recommended for approval (all IAs recommend approval), proceed to ChgM 5.0, Approve.
If one or more IA’s do not recommend approval, the RFC may be raised to the appropriate Change Management Board (CMB) for review and decision. Proceed to ChgM 5.1, CMB Decision.
After review by the appropriate CMB, or during any phase of the IT ChgM Process, the following actions may be taken:
If the RFC is not recommended for approval, proceed to ChgM 4.1, Not Approve.
If the RFC is to be returned for modifications, proceed to ChgM 4.2, Ret for Mods.
If the RFC is to be deferred, proceed to ChgM 4.3, Defer.
If the RFC is cancelled, proceed to ChgM 4.4, Cancel.
Impact Assessor IT Chg Mgr, CMB
Input: Impact
Assessment Output: Recommend-
ation to Approve or Not Approve the RFC
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Activity Role
Responsible Participate Input / Output
ChgM 4.1 – Not Approve
If the RFC is not approved, change status field to Not Approve.
Send e-mail update to Initiator.
End of IT ChgM Process.
IT Chg Mgr Input: Not Approved
Status Field Output: Updated RFC
ChgM 4.2 – Ret for Mods
If the RFC is to be returned for modification, change status field to Retd for Mods.
Send e-mail update to Initiator.
Proceed to ChgM 1.2, Update RFC.
IT Chg Mgr Initiator Input: Retd for Mods
Status Field Output: Updated RFC
ChgM 4.3 – Defer
If the RFC is to be deferred, change status field to Deferred.
Send e-mail update to Initiator.
Proceed to ChgM1.2, Update RFC.
IT Chg Mgr Input: Deferred
Status Field Output: Updated RFC
ChgM 4.4 – Cancel
If the RFC is cancelled by the CMB or IT Change Manager, send e-mail update to Initiator.
If the Initiator cancels an RFC, change status field to Cancel.
End of IT ChgM Process.
IT Chg Mgr, Initiator
Input: Cancelled
Status Field Output: Updated RFC
ChgM 5.0 – Approve If the RFC is approved, change the
status field to Approved. Send e-mail update to Initiator,
Impact Assessors and Implementer. Proceed to ChgM 6.0, Implement
IT Chg Mgr CMB
Input: Approved
Status Field Output: Updated RFC
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Activity Role
Responsible Participate Input / Output
ChgM 5.1 – CMB Decision
The appropriate CMB reviews and discusses any issues surrounding non-approval impact assessments. The Chair (the IT Change Manager) has the final authority to determine disposition of an RFC.
For approved RFCs:
Update comments field to reflect CMB approval.
Change status field to Approved.
Proceed to ChgM 6.0, Implement
For other actions:
If the RFC is not recommended for approval, proceed to ChgM 4.1, Not Approve.
If the RFC is to be returned for modifications, proceed to ChgM 4.2, Ret for Mods.
If the RFC is to be deferred, proceed to ChgM.4.3, Defer.
If the RFC is cancelled, proceed to ChgM 4.4, Cancel.
CMB IT Chg Mgr Input: IA
Recommendations
Known issues Output: Approved or
otherwise updated RFC
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Activity Role
Responsible Participate Input / Output
ChgM 6.0 – Implement
Once the RFC has been approved, it can be scheduled and implemented.
Complete Implementation in accordance with Ref I, IT Change Implementation SOP.
Attach completed Implementation Checklist to the RFC.
Send email notification to the Change Manager and Initiator advising completion of Implementation activities.
Proceed to ChgM 7.0 Close.
Implementer Initiator, Asset and Configuration Management
Input: Approved RFC
Imp. Checklist form
Output: Completed
Imp. Checklist
Post-Imp. Review Report
Updates to ConfigurationMgmt and Asset Mgmt repositories
Implemented Change
ChgM 7.0 – Close
After the change has been implemented, the Change Manager verifies implementation activities and completes the lifecycle by closing the RFC record.
Proceed to ChgM 6.1, Verify Implementation
IT Chg Mgr Initiator, Implementer
Input: Implemented
Change
Completed Imp. Checklist
Output: Closed RFC
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Activity Role
Responsible Participate Input / Output
ChgM 7.1 – Verify Implementation
The Change Manager verifies the Implementation Checklist.
Notifies the Initiator, and confirms satisfaction with the implementation.
If not satisfied, Implementer is contacted for response. RFC is updated accordingly and may be raised to CMB for awareness and further action if required.
Once satisfied that implementation has been executed as described in the RFC, proceed to ChgM 7.2, Close RFC
IT Chg Mgr Initiator, Implementer
Input: Completed
Imp. Checklist Output: Implementa-
tion Verification
Updated RFC
ChgM 7.2 – Close RFC
Access RFC application.
Set status field to Closed.
End of IT ChgM Process.
IT Chg Mgr Input: Implemented
changed Output: Closed RFC
Table 6 – IT Change Management Workflow Activities
3.6 Emergency Change Procedure
It is recognized that in some instances, an IT change may need to be executed immediately or within a very short period of time, in response to an urgent operational requirement or a major incident such as a network outage. The steps below outline the actions to be taken when an emergency change is identified.
1. The Service Provider (Initiator or Implementer) will inform their IT Change Manager and their Chain of Command as required, as soon as the requirement for an emergency change is known.
2. The Service Provider will create an RFC with as much information as possible, particularly with any known risks or impacts.
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3. The IT Change Manager will validate the RFC, to confirm that it meets the criteria for an
emergency change: a. It is intended to repair an error in an IT service that is negatively impacting the
business or CAF operations to a high degree; b. It is an urgent operational requirement or an unforeseen need that is driven by
influences and timeline dependencies that are beyond the control of DND/CAF; and
c. It is not the result of poor planning whereby the requirement to raise an RFC was simply forgotten or delayed.
4. If the RFC does not meet the criteria, it may simply be a routine RFC that requires an
accelerated processing timeline due to heightened urgency or sudden changes in business requirements. If this is the case, the RFC will follow the normal IT ChgM process, but will be identified as a priority change. The impact assessment procedure may be adjusted to meet critical timelines.
5. For an emergency change, the IT Change Manager will contact key Impact Assessors only. At minimum, three Impact Assessors will be engaged for IA on behalf of the Operational, Technical and Security Authorities.
6. An Emergency Change Management Board (ECMB) meeting may be called, but in most cases will be conducted secretarially. The membership of the ECMB will include the IT Change Manager, key Impact and any other stakeholders that may need to be consulted in order to make an informed decision regarding the impact and risk associated with the change.
7. Upon gathering and assessing IAs, and ensuring any urgent issues raised are resolved, the IT Change Manager will consult with the ECMB members prior to providing the approval to proceed.
8. Dependent on urgency, the change may be implemented on verbal approval from the IT Change Manager; however, the Service Provider must update the RFC with all required information as soon as possible after implementation.
9. The IT Change Manager will inform stakeholders of the emergency change and its RFC number, and will ensure it is added to the agenda of the next CMB meeting for post-implementation review.
10. The Service Provider will complete and attach the Implementation Checklist to the RFC when he/she completes the RFC record, and will advise the IT Change Manager when completed.
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11. The IT Change Manager will review the updated RFC and the attached Implementation Checklist to ensure completeness of the details surrounding the change.
12. Upon review by and the satisfaction of the ECMB, the IT Change Manager will close the RFC record.
3.7 IT Change Management Supporting Activities
There are a number of supporting activities that contribute to the efficiency and effectiveness of the IT ChgM process. RFC Coordinators or other support bodies such as the National Change Management Team will conduct many of the following supporting activities:
a. Maintain an up-to-date list of Impact Assessors to support the Impact Assessment activity within the IT Change Manager’s area of responsibility (AOR);
b. Follow the lifecycle of all RFCs raised within the AOR of the IT Change Manager, ensuring Implement and Close activities are completed as per this process document;
c. Where feasible, develop a Change Schedule or integrate local IT change procedures with existent implementation or release schedules;
d. Track RFCs that have been deferred to ensure they are reviewed and brought forward for processing or cancellation;
e. Track emergency changes to ensure the RFC record is updated and completed; and f. Create SOPs or other supporting documents to facilitate IT ChgM processing within the IT
Change Manager’s AOR.
4 Interfaces with Other Processes Interfaces between processes, be they business, project or IT management processes, are a central concept within ITSM. Processes build upon each other in order to support a truly integrated service delivery experience. Some relationships are closer in that they contribute directly to the effectiveness of the activities associated with the capabilities they link. Processes with a particularly close relationship with IT ChgM include:
a. Incident Management (IncM),
b. Problem Management (ProbM),
c. IT Asset Management (ITAM),
d. Configuration Management (CM),
e. Release Management (RelM),
f. Service Request Management (SRM),
g. Service Portfolio Management (SPM),
h. IT Security Management (IT SecM),
i. Request For Service (RFS), and
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j. Canadian Forces Services Release (CFSR).
The following subsections discuss the relationship of these processes with IT Change Management.
4.1 Incident Management
Although not frequent, major incidents can trigger changes to the IT infrastructure, normally resulting in an emergency RFC to repair a non-functioning IT component.
4.2 Problem Management
Problem Management should be a routine contributor to the IT ChgM process, in order to implement workarounds and to fix known errors.
4.3 IT Asset Management
The IT ChgM process is used to commission (add) or decommission (remove, retire) tracked hardware and software components. In addition, as assets are modified in any way during the implementation of an approved change, the applicable asset registry will be updated. Application Commissioning or Decommissioning RFCs pertaining to the commissioning of a new application (one that has not already been baseline tested, RFC approved and entered in the enterprise Application Portfolio Management (APM) system known as CA PPM) will require a CA PPM record to be created. The RFC Initiator will contact the APM team using the positional mailbox noted below, to create the CA PPM record and to obtain an ID number formatted as AR-12345. This number must be entered into the RFC Application in the Local Ref No field during the initiation of an RFC. For decommissioning of an existing application (one that has been registered in CA PPM) the RFC Initiator will enter the current CA PPM record ID number formatted as 12345 into the RFC Application in the Local Ref No field. Please direct all queries regarding application commissioning or decommissioning to the positional mailbox +Defence APM - GPA de la défense@ADM(IM) DDIMP@Ottawa-Hull.
4.4 Configuration Management
The Configuration Management System (CMS) or applicable CMDB provides reliable and easy access to configuration information enabling Impact Assessors and other stakeholders to more accurately perform impact and risk assessments. During the build and implementation of a change, the configuration management information will be updated in the applicable CMS or CMDB.
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4.5 Release Management
Updating Configuration Item (CI) information in the applicable CMS or CMDB enables the correct CI versions to be released to the Implementer for the correct environment during the IT ChgM implementation activity.
4.6 Service Request Management
The SRM process is followed for Standard Changes. Standard Changes are identified, validated and approved through the IT ChgM process prior to becoming a service offering within the IT Service Catalogue(s). In some cases, the fulfillment of a Service Request (SR) may require a RFC to be raised in order to complete a specific task associated with the SR.
4.7 Service Portfolio Management
The SPM process is responsible for ensuring RFCs are raised when the development of new IT capabilities or services (Type 4 Requirements, transform), or major enhancements to existing IT capabilities or services (Type 3, evolve) have been approved through the Business Intake and Governance processes. In addition, some RFCs will require IA by SPM to identify impact to existing services, service offerings and the service pipeline, triggering updates to service documentation, the Service Catalogue(s), and progress tracking of items in the pipeline.
4.8 IT Security Management
IT SecM interfaces with IT ChgM since IT security-related changes would be implemented through the IT ChgM process (i.e. security patches). IT SecM is an integral component of the IA activity within the IT ChgM process, with every RFC requiring some degree of an IT SecM impact assessment.
4.9 Request For Service
Until such time that the service offerings provided through the RFS component of the National Telecommunications Management System (NTMS) can be migrated to the EITSM System, the RFS will continue to be used in conjunction with the IT ChgM process, as it has been for several years.
4.10 Canadian Forces Service Release
The CFSR process is used to raise awareness of planned outages and to assess subsequent impact to CAF operations. A CFSR is required in addition to an RFC when services will not be available to the user community during the implementation of an approved change. The CFSR process maintains a schedule of outages, similar to a Forward Schedule of Changes, and it is envisioned that the CFSR process and tools will be absorbed into the IT ChgM process in future.
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5 Process Improvement Plan Performance Management consists of metrics and activities to ensure that ITSM processes and capabilities achieve their expected outcomes in an effective and consistent manner. Through the Process Improvement Plan, process performance is analyzed and recommendations for improvement are made.
The IT Change Management Process Improvement Plan will be developed by the IT ChgM Process Owner and will be published under separate cover. It stems from Critical Success Factors (CSF) and Key Performance Indicators (KPI) for the IT Change Management Process, and it provides an overview of the process review cycle and tracks cumulative changes from Process Improvement Reviews (PIR) documented through IT Change Management Process Improvement Review Reports.
The IT Change Management Process Owner will undertake Process Improvement Reviews (PIR) and complete the Process Improvement Review Report (PIRR). In doing so, IT Change Managers, other Process Owners, the Process Integration Manager and other ITSM stakeholders may be engaged. Completed reports are forwarded to the Process Integration Manager for review and endorsement of the recommended process improvement action plan. Changes to the Process or the tools that support the Process are escalated as described at section 1.5 Process Control.
5.1 CSF and KPI
The Critical Success Factors (CSF) and Key Performance Indicators (KPIs) for IT Change Management are summarized in Table 6 below.
Table 7: IT ChgM CSF and KPIs
IT ChgM Process CSF and KPI
CSF KPI Status General Comment
Responding to business and IT requests for change, aligning services with business needs while maximizing value
KPI 1: Reduction in the backlog of Change Requests.
KPI 2: Reduction in processing time for Change Requests.
KPI 3: Reduction in the number of Service Requests and New Capability Requirements raised as Change Requests.
KPI 4: Increase in stakeholder satisfaction with the IT ChgM Process.
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IT ChgM Process CSF and KPI
CSF KPI Status General Comment
Optimizing overall business risk
KPI 1: Reduction in the number of unauthorized changes identified.
KPI 2: Emergency changes are captured and processed according to the Emergency Change Procedure.
Ensuring that all changes are well managed and recorded, and capture data in support of other interfacing processes
KPI 1: Reduction in the number and percentage of changes with incomplete change specifications.
KPI 2: Reduction in the number and percentage of changes with incomplete or inappropriate impact assessments.
Status Legend: - As before: same CSF/KPI as in the previous PIR; - Updated: existing CSF/KPI updated since the last PIR; - Added: new CSF/KPI added since the last PIR;
- Removed: CSF/KPI no longer used and evaluated.
6 Tool Specification and References The following subsections document tools that are required / referenced during the execution of IT ChgM Process.
6.1 RFC Application
The RFC Application is used to describe, in detail, a proposed change and the lifecycle of the change record. It provides information regarding the initiator, the change itself including its priority and required level of approval, the impacted areas, testing and implementation plans, and the back out plan. It is also used to document the outcomes of Impact Assessment (IA) and Implementation activites. Additional information pertaining to the RFC Application can be found at Annexes C and D.
6.2 RFC Initiation & Validation Checklist
The RFC Initiation and Validation Checklist, found at Annex H, is a tool to be used by RFC Initiators and IT Change Managers to ensure completeness of the RFC.
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6.3 IT ChgM: Impact Assessment SOP
The IT ChgM: Impact Assessment SOP, developed under separate cover, is a tool that describes the types of impact assessment that are to be performed and the procedure, including timelines, to follow in documenting an IA and notifying applicable stakeholders.
6.4 IT ChgM: IT Change Implementation SOP
The IT ChgM: IT Change Implementation SOP, developed under separate cover, is a tool that describes the IT ChgM tasks that the Implementer will be expected to complete when implementing an approved change.
6.5 RFC Implementation Checklist
The RFC Implementation Checklist, found at Annex I, is a component of the IT ChgM: IT Change Implementation SOP. It is a tool for change Implementers to confirm the actual change implemented against the change that was approved in the RFC, and to ensure asset and configuration management repositories are updated.
6.6 IT ChgM: RFC Processing and SMC Group Account SOP
The IT ChgM: RFC Processing and SMC Group Account SOP, developed under separate cover, is a tool for IT Change Managers and Initiators that describes when and how to use the Service Management Centre (SMC) Group Account. It provides naming conventions to be used in the RFC Title, facilitating the ability for IT Change Managers to more quickly search for and find the Class 1 and 2 RFCs raised through SMCs that pertain to their AOR.
6.7 RFC Security Checklist
The RFC Security Checklist, found at Annex J, identifies information that needs to be provided in RFCs to meet IT SecM requirements.
6.8 Email System
The IT ChgM process is dependent on the departmental email systems for many tasks that cannot be executed in the RFC Application, such as notifications, impact assessments and implementation activities. A number of emails may be attached to the RFC to complete the change record, tracking recommendations and issues associated with any phase or activity within the lifecycle of a change.
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Annex A – Types of Change
ITIL defines three simple types of change: Normal, Standard and Emergency. These types of change have been incorporated into the IT Change Management practices within DND/CAF, including documented processes, procedures and work instructions as applicable.
Normal Change
“A change that is not an emergency change or a standard change. Normal changes follow the defined steps of the change management process.” – ITIL Glossary and Abbreviations, July 2011.
Normal changes are those raised by IT service providers and project management to introduce new or modify existing IT services, systems, and applications. Normal changes are initiated through the triggers and inputs that are defined within the IT Change Management Process document, raised within the RFC Application, and documented in sufficient detail to assess potential impacts and risks. Normal changes are sometimes referred to as “routine changes”.
Standard Change
“A pre-authorized change that is low risk, relatively common and follows a procedure or work instruction – for example, a password reset or provision of standard equipment to a new employee. Requests for change are not required to implement a standard change, and they are logged and tracked using a different mechanism, such as a service request.” – ITIL Glossary and Abbreviations, July 2011.
Standard changes are actioned through service requests raised in the EITSM system. New or significantly modified service offerings must first be approved through the IT Change Management process, ensuring that the service offering is appropriately classified as a standard change that is repetitive, low risk and follows a defined workflow, and authorizations when needed. Standard changes have sometimes been referred to as “standing changes” or “blanket approvals”, but these terms are no longer being used.
Emergency Change
“A change that must be introduced as soon as possible – for example, to resolve a major incident or implement a security patch. The change management process will normally have a specific procedure for handling emergency changes.” – ITIL Glossary and Abbreviations, July 2011.
Emergency changes are those raised by IT service providers in exceptional circumstances that require the repair or replacement of a system or component immediately or nearly immediately. Emergency changes are an exception, not the norm, and must be raised in the RFC Application following the Emergency Change Procedure defined in the IT Change Management Process document.
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An Emergency change will most likely result from:
A system full or partial outage, A failure of a service/capability, A hardware or software failure, A Denial of Service (DoS) attack, or An urgent operational requirement.
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Annex B – Requirement Types
Type 1:
Sustain
(Baseline Funded)
Requirements that introduce standard, repeatable, low-risk change to the IM/IT infrastructure through the delivery of services provided through Service Management Centres or through National Service Providers. Activities do not require resources beyond sustainment baselines and do not normally require coordination between multiple service provider organizations (a single service provider is responsible for delivery of the service).
Examples:
New/modify user account, Info/help, Database updates,
Minor enhancements to applications.
Process Activity OPI Resourcing
Service Request
End user selects service offering from the Service Catalogue through the Self Service Portal in the EITSM System
Fulfillment of SR requires no more than a single authorizer
Service Provider
Service Provider fulfills service request in accordance with service level expectations defined in the Enterprise IT Service Agreement
RFC not required
Resourced by the L1 responsible for the SMC or service provider organization
Type 2a:
Sustain
(Service Provider or
Client Funded)
Requirements that introduce change to the IM/IT infrastructure through the delivery of services provided through Service Management Centres or through National Service Providers. Activities often require resources beyond sustainment baselines and may require coordination between multiple service provider organizations (multiple service providers may be implicated in fulfillment of the service request).
Examples:
Enhancements to an application beyond maintenance thresholds established for that app In-year miscellaneous (unplanned) requirement normally fulfilled by IT support services
Process Activity OPI Resourcing
Service Request Process
End user selects service offering from the Service Catalogue through the Self Service Portal in the EITSM System
Fulfillment of SR requires multiple authorizations
Service Provider
SR surpasses Type 1 thresholds of the service offering
Prioritization by agreed client & service provider governance, or by SMC Service Management Oversight Committee (SMOC)
RFC may be required; raised by the service provider
Resourced by the SMC or service provider if the SR can be addressed with baseline resources, after Type 1 requests are fulfilled
OR
Funded by the L1 client if the SMC or service provider can contract additional resources
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Type 2b:
Sustain
(SSC Chargeback
Services)
Requirements that introduce change to the IM/IT infrastructure through the delivery of services provided primarily by Shared Services Canada (SSC). Activities normally require resources beyond sustainment baselines and usually require coordination between multiple service provider organizations (multiple service providers may be implicated in fulfillment of the service request).
Examples:
WiFi requests Requests for infrastructure – servers, switches, etc. Cabling
Process Activity OPI Resourcing
Service Request & BRD
End user selects “New and Enhanced IT Capability” from the Service Catalogue through the Self Service Portal in the EITSM System
OR Service Provider or Client
directs requirement to the L1 Rep
L1 Rep selects “New Service Capability” service offering from the Service Catalogue and attaches a completed BRD
Service Provider
Service desk monitors SRs being fulfilled by SSC and updates the SRs; communication may be through tools other than EITSM; service desk closes the SR when fulfilled by SSC
OR
BRM monitors, updates, and closes SR when BRD is completed by SSC
RFC may be required; raised by the service provider organization for the impacted client
Funded by the L1 client requesting the SSC service
Type 3:
Evolve
Requirements that introduce major changes to existing capabilities or services. Activities are expected to require resources beyond sustainment baselines, and may require change coordination between multiple service provider organizations (multiple service providers may be implicated in the development and deployment of evolutionary changes)
Examples:
Significant addition of new functionality within an existing application, system or service
Significant customization of existing service to meet new client requirements
Process Activity OPI Resourcing
Business Intake Process
Requirement is directed to an L1 Rep or COI, who raises a Capability Requirement Request Form (CRRF) to DBRM through the defined Business Intake Process
Same process in-year as well as annual call during business planning cycle
Project Director/Project Manager/Service Owner
Once approved and funded, a Project Director and Project Manager will be assigned and the Project Management Process followed
Once approved and funded, a Request For Change (RFC) must be raised and the IT Change Management Process followed
Resourced by the requesting L1 client(s) for client specific capabilities
OR
Resourced by the L0, as endorsed by IMB, for enterprise capabilities
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Type 4:
Transform
Requirements that introduce new capabilities or services and/or complete replacement of existing capabilities or services. Activities are expected to require resources beyond sustainment baselines, and may require change coordination between multiple service provider organizations (multiple service providers may be implicated in the development and deployment of transformational changes)
Examples:
A new application or system in support of business or operational needs
Process Activity OPI Resourcing
Business Intake Process
Requirement is directed to an L1 Rep or COI, who raises a Capability Requirement Request Form (CRRF) to DBRM through the defined Business Intake Process
Same process in-year as well as annual call during business planning cycle
Project Director/Project Manager/Service Owner
Once approved and funded, a Project Director and Project Manager will be assigned and the Project Management Process followed
Once approved and funded, a Request For Change (RFC) must be raised and the IT Change Management Process followed
Resourced by the requesting L1 client(s) for client specific capabilities
OR
Resourced by the L0, as endorsed by IMB, for enterprise capabilities
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Annex C – RFC Classes
Class 1 A change to an IM/IT service, network, system, application, infrastructure component, standard, or policy that impacts users across multiple Level One (L1) organizations, and/or has the potential to significantly risk the security posture of an enterprise network or system. Class 1 change requests are subject to the enterprise IT Change Management Process and are submitted to the National IT Change Manager to be assessed for business/operational, technical and security impacts and risks. When validated and opened for impact assessments, normal changes are to be processed within 10 business days. Change requests requiring additional discussion and agreement will be raised to the National Change Management Board (NCMB) for issues resolution. Emergency changes will follow the Emergency Change Procedure described in the IT Change Management Process document. Class 2 A change to an IM/IT service, network, system, application, infrastructure component, standard or policy that impacts users within a specific Level One (L1) organization or within a specific user group that spans a small number of L1 organizations. The affected Configuration Items (CIs) are not enterprise networks or systems. Class 2 change requests are subject to the enterprise IT Change Management Process and are submitted to the L1 IT Change Manager to be assessed for business/operational, technical and security impacts and risks. Normal changes are to be processed within timeframes to be determined by the L1 IT Change Manager, who will also determine the construct of the L1 CMB. Emergency changes will follow the Emergency Change Procedure described in the IT Change Management Process document.
Class 3
A change to a localized network, system, application, or infrastructure component, that impacts users within a specific base, wing or formation of an L1 organization or within a specific geographic area of responsibility such as a Service Management Centre (SMC). The affected Configuration Items (CIs) do not impact on systems or networks of the larger L1 or enterprise community. Class 3 change requests are subject to the enterprise IT Change Management Process and are submitted to the Local/SMC IT Change Manager to be assessed for business/operational, technical and security impacts and risks. Normal changes are to be processed within timeframes to be determined by the Local/SMC IT Change Manager, who will also determine the construct of the Local/SMC CMB, if one is required. Emergency changes will follow the Emergency Change Procedure described in the IT Change Management Process document.
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Annex D – RFC Application Fields and Definitions The RFC Application is to be used to process IT change requests and maintain change records. As this is an aging system that is minimally supported, the ability to make changes to the application is prohibitive. The information provided in this annex shall override the guidance or definitions embedded in the RFC Application.
The items highlighted in the list of RFC Application sections and fields below, are discussed in more detail in the sections that follow.
Contact Information (Title, First Name, Last Name, Phone, ECS/GP, Designation, RFC and Owner),
Priority,
Purpose,
Class,
Status,
RFC Details (Title, Description, Business Case, Cost Analysis, and Security Implications),
Change Requirements (Parent System, Requirements Analysis, Affected Infrastructure, Affected Information System, Impacted Telecommunications, Affected Configuration Items),
Applicable Concepts (Concept of Operations, concept of Testing, Concept of Implementation, Implementation Effort, Concept of Support),
Back Out Plan, and
File Attachments.
A. Priority Field
The PRIORITY field within a RFC is mandatory. Only one priority can be selected on the RFC form. The two options provided are “Immediate” and “Routine”. These terms equate to Change Types of Emergency and Normal, respectively. Please refer to Annex A for definitions of the Change Types and to section 3.6 of the main document to review the Emergency Change Procedure.
B. Purpose Field
The PURPOSE field within a RFC is mandatory. It is used to capture the Requirement Type that change falls under. Only one reason (sustain, evolve or transform) can be selected for the RFC. Definitions and criteria to help determine whether the purpose is of a sustain, evolve or transform
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nature are provided below. This material aligns to the Requirement Types, for which additional information can be found at Annex B.
Sustain maintains the current level of IM/IT services from end-to-end which includes:
Involves no new architecture, Provides continuity, Maintenance and Minor Enhancements to maintain existing IM/IT
services, Sustains IM/IT service of an existing capability by addressing aging components or
deficiencies that limit its ongoing use, Requires negligible new capability or functionality added, Production status services and ongoing operational activities to support core departmental
programs and keep the lights on, Day-to-day client service commitments through multiple service channels, Supports program and corporate services operations, and Critical changes to the sustain environment.
Evolve includes major enhancements to the existing IM/IT services in order to maintain and/or advance the existing capability within the sustainment program. It is driven by a business need to deliver an additional capability or to position an existing asset for anticipated needs by adding capability. The scope may involve multiple systems, programs, or organizational entities (functional and/or operational authorities) but with clear delineation among functional and/or operational authorities as established through governance mechanisms.
Transform includes:
New IM/IT Services & Capabilities, Vote 5 projects, Partner Program Transformation, TBS CIOB Strategic Projects – Enterprise-wide files, GC IT Enterprise Services (SSC’s initiatives i.e. ETI, Data Center, etc.), New IT Strategy resulting from major policy/legislative change, and Major modifications or additions to established program activities.
C. Class Field Definition
The definitions for the RFC Classes can be found at Annex C. Within the RFC Application, “Draft” is also considered a classification at the initiation of a change request.
Draft: When a new RFC is initiated, its CLASS field is defaulted to DRAFT. A draft RFC implies that it is still being worked on and as a result, is not yet viewable by other users. Once the Local or SMC IT Change Manager has reviewed the RFC, they will normally assign it as a Class 3, unless it is clear that the change needs to be processed at a higher level, in which case they would assign it as a Class 2. During processing, the classification of a RFC may be amended to a more appropriate level by the L1 IT Change Manager or by the National Change Manager should it be determined that the RFC needs to be escalated or de-escalated.
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D. Status Field
The STATUS field within a RFC is mandatory. Only one status (new, open for impact analysis, declined, deferred, approved, closed, cancelled, or returned for modification) can be selected for the RFC. The following definitions for “STATUS” apply:
New:
Indicates the RFC has been submitted for validation and processing. Open for Impact Analysis: The RFC has been validated and is ready for Impact Assessment (IA). The IT Change Manager will request IA from designated individuals and organizations, within a predetermined timeframe. When all IAs have been returned and assessed, the IT Change Manager will determine the feasibility to approve the RFC or pursue otherwise. Not Approved: Upon completion of assessing the Impact Analyses gathered, the IT Change Manager has determined that the RFC has been rejected for business, technical or operational reasons. Deferred: A RFC may be deferred if the IT Change Manager deems that circumstances surrounding the change do not warrant further consideration of the RFC at this time. Although Deferred RFCs are placed temporarily outside of the IT Change Management process, this does not preclude the Initiator from continuing work on the RFC to address the issues that led to its deferral. All Deferred RFCs will be annotated with a Bring Forward Date, at which time they will re-enter the Change Management process at the Validation activity of the IT Change Management process. Approved: The appropriate IT Change Manager has approved the RFC for implementation, possibly after consultation with Change Management Board. Closed: The change has been implemented, and the Implementer has attached the completed Implementation Checklist to the RFC. The IT Change Manager reviews the checklist and verifies satisfactory implementation with the Initiator, and completes the lifecycle by closing the RFC. Cancelled: The IT Change Manager assigns a status of Cancelled to an RFC when circumstances warrant the cessation of further staffing or implementation of the proposed change. A RFC must be cancelled when the proposed change cannot be implemented as originally proposed. Returned for Modification: The IT Change Manager returns the RFC to the Initiator in order for modifications to be made to the RFC as specified or requested by an Impact Assessor.
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E. RFC Detail Fields Title: The RFC Title field within a RFC is mandatory. Enter a brief title that reflects the proposed change. Keep in mind that this field will be used as a potential search criterion therefore avoid making the title too generic. Add the information here pertaining to the direction for the use of “OPEX” and L1 organizational acronyms for SMC RFCs. Description: The Description field within a RFC is mandatory. Provide a clear, detailed, but concise description of the proposed change. References to other RFCs may be used if applicable.
Business Case: The Business Case field within a RFC is mandatory. Provide a description of the business justification (need) of the change. If a formal business case has been prepared, attach it to the File Attachments section, and include a phrase referring to it.
Note: The requirement for a Business Case to be attached to an RFC will not be necessary in the near future. For change requests that stem from a Type 3 or 4 requirement, the Business Case will have been vetted and the requirement approved and funded through Defence IM/IT Programme governance processes prior to an RFC being raised. Type 2 requirements are for sustainment purposes and for the most part, should be funded through the service provider’s baseline funding for sustainment activities.
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Annex E – Process Owner Terms of Reference
1.0 General Description 1.1 Summary: The Process Owner is accountable to ensure the organization-wide suitability
and acceptance of a process, function or capability, and that it meets the stated and agreed goals and objectives. As such, the Process Owner’s responsibilities include sponsorship, design, management of change and continual improvement of the capability and its metrics. There is only one Process Owner for each process or function that is to be implemented and maintained from an enterprise perspective.
1.2 Responsive to: Process Owners are functionally responsive to the Process Integration Manager within the National Service Management Office (NSMO) and to the direction and prioritization of enterprise ITSM capabilities as endorsed by the ITSM Steering Committee (ITSM SC).
2.0 General Responsibilities 2.1 Drive the efficiency and effectiveness of the enterprise process.
2.2 Develop, maintain, and document the enterprise process, policies, procedures, roles and responsibilities, data structures, metrics, interfaces to other processes or functions, and any supporting tools/material.
2.3 Assist with and be ultimately responsible for the strategy and design.
2.4 Ensure effective integration with other enterprise processes and functions.
2.6 Gather and review recommendations for process improvements brought forward by any Process Manager or others involved within the ITSM domain.
2.7 Support and interact with the Process Managers executing the processes across DND/CAF.
2.8 Ensure a yearly review of the process or capability and its documentation, to determine how/if improvements are required in any area.
2.9 Participates in the ITSM governance committees, specifically the Process Owners Working Group (POWG).
3.0 Performance Management & Reporting Responsibilities 3.1 Define and update as required, Critical Success Factors (CSF) for the process or function
that support the needs and objectives of DND business and CAF operations.
3.2 Define and update as required, Key Performance Indicators (KPI) for the process or function, aligned to the CSF to evaluate its effectiveness and efficiency.
3.3 Develop and maintain an ongoing Process Improvement Plan based on the merits of continual service improvement.
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3.4 Produce ad-hoc management information pertaining to the process or function, as requested.
3.5 Create monthly management reports on the enterprise health of the process or function, as drawn from service management tools, process reviews and feedback from the ITSM community.
3.6 Ensure reports are made available to the ITSM community.
4.0 Training & Awareness Responsibilities 4.1 Publicize the enterprise process or function, its policies, procedures, and any supporting
tools/material.
4.2 Through training materials, ensure that the Process Managers and other roles associated with the process have the required knowledge, technical and business understanding to deliver the process or function.
4.3 Ensure training materials that support the process or function are developed and maintained, and that changes made as a result of modifications to the process or function and its procedures are captured in a timely manner and reflected accordingly.
4.4 Communicate any changes to the process or function, its policies, procedures or tools to the affected audiences.
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Annex F – IT Change Manager Terms of Reference
1.0 General Description
1.1 Summary: The IT Change Manager is responsible to execute and oversee the management of change to IT services, networks, systems and components within their Area of Responsibility (AOR), ensuring prompt handling of all change requests in accordance with the IT ChgM Process. The IT Change Manager role is established at three organization levels: National IT Change Manager, L1 IT Change Manager, and Local/Service Management Centre IT Change Manager.
1.2 Functionally Responsive to: The IT ChgM Process Owner (currently the National Service Management Office (NSMO) on behalf of Director IM Capability Development (DIMCD))
1.3 Under the Chain of Command of: The respective L1 organization within a unit responsible for the management of IT service delivery within DND/CAF.
2.0 Common Process Manager Responsibilities
2.1 Manages daily execution of a process within a defined AOR.
2.2 Works with the Process Owner to plan and coordinate process activities.
2.3 Ensures all activities are carried out as required throughout the service lifecycle.
2.4 Assists the Process Owner in the development of the process policies, standards and procedures and ensure their implementation within a defined AOR.
2.5 Monitors the effectiveness of the process and makes recommendations for improvement to the Process Owner.
2.6 Makes improvements to the delivery of the process within the AOR as approved and guided by the Process Owner.
2.7 Provides input to the ongoing Process Improvement Plan maintained by the Process Owner.
2.8 Addresses any issues related to the execution of the process.
2.9 Ensures the escalation procedures are identified and invoked as required.
2.10 Ensures that the Knowledge Base and the Known Error Database is kept up-to-date and promotes use within the AOR.
3.0 General Responsibilities
3.1 Manages the lifecycle of all changes within the AOR enabling beneficial changes to be made with minimum disruption to IT services.
3.2 Executes the IT ChgM process within the AOR in accordance with the direction/guidance of the ChgM Process Owner.
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3.3 Monitors IT changes and ensures they are handled according to agreed procedures using the authorized ChgM tool, the Request for Change (RFC) Application.
3.4 Establishes and/or manages a Change Management Board (CMB) with membership including subject matter experts and client representatives that assess impact and risk from business/operational, technical and security perspectives.
3.5 Leads the resolution of issues surrounding proposed changes and advises stakeholders of approval, or non-approval, and the subsequent actions in accordance with the IT ChgM process.
3.6 Escalates changes that impact beyond the AOR, from the Local (Base, Unit, Wing) or Service Management Centre (SMC) level, to the L1 level, to the national level, as required.
3.7 Approves RFCs within the AOR.
3.8 Ensures implementation and closure activities associated with each RFC generated within the AOR are completed in accordance with the IT ChgM process.
3.9 Maintains a schedule of changes and projected service outages pertinent to the AOR. (Schedule for building, testing and implementing the changes.)
3.10 Ensures that implicated Configuration Managers and Configuration Librarian/ IT Asset Managers, are engaged in the Implementation activities to update Configuration Item (CI) and/or Asset records when approved changes are implemented.
4.0 Performance Management & Reporting Responsibilities 4.1 Creates reports on the status of the process within the AOR, as guided by the Process
Owner.
4.2 Performs audit of the IT ChgM process confirming the process is compliant, effective and followed.
4.3 Identifies reporting requirements and areas of improvement to the IT ChgM Process Owner.
4.4 Advises Service Managers when/if any of their personnel are not adhering to authorized IT ChgM procedures, and seeks their support to correct the situation.
5.0 Training and Awareness Responsibilities 5.1 Coaches and mentors personnel supporting and using the ChgM process.
5.2 Communicates information regarding changes to the IT ChgM process and supporting documentation to impacted service providers within the AOR.
5.3 Ensures all relevant staff receive training/instruction in execution of the IT ChgM process and the use of relevant tools.
5.4 Supports a continuous learning environment.
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Annex G – National Change Management Board Terms of Reference
To be completed.
Amend most recent IM CCB TOR to align with notes and guiding principles below:
Use the standard template for an ITSM Committee/WG TOR New terminology (NCMB, IT Change Managers, retirement of CMA, LA terms, etc) One single NCMB, combining both classified and designated Chair of CMBs = IT Change Manager National IT Change Manager = Chair of the NCMB = shared OA and TA responsibility Chairmanship and should be no lower than L4 (Section Head, CS-04, LCol) and membership
should be no lower than L3 National Change Management Team is a support entity like a team of RFC Coordinators
which are executing tasks on behalf of the IT Change Manager
Next Steps:
Meet with current Chairs of the CCBs to discuss and refine Finalize TOR as part of the IT ChgM process document and seek approval through ITSM
WG and ITSM SC and obtain CIO sign-off
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Annex H – RFC Initiation & Validation Checklist
To be completed.
Some checklists exist today and need to be validated and updated for inclusion in this document.
DOS SJS has some checklist recommendations for the high-side that have yet to be reviewed and incorporated.
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Annex I – RFC Implementation Checklist
To be completed.
Must include items such as:
Change implemented exactly as described in the RFC? Y/N Describe if No. Any issues encountered during implementation that the stakeholder should be aware of? Have repositories tracking assets and/or configuration items been updated? Has the Initiator of the change been engaged to verify that the change made meets their
needs as described in the RFC? Were any other components impacted by the change that had not been anticipated? I.e.,
were any incidents raised as a result of the change?
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Annex J – RFC Security Checklist
To be completed.
Some checklists exist today and need to be validated and updated for inclusion in this document.
DOS SJS has some checklist recommendations for the high-side that have yet to be reviewed and incorporated.
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