FEDERAL SUPPLY SERVICE Federal Network Systems LLC - Verizon

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need for frustrating voicemails that lead to user dissatisfaction. Our goal is to become a strategic partner with our customers in providing satisfaction to their end users. Verizon also isolates non-help desk resolvable problems, and tracks issues that need to be escalated to customer-defined contacts, such as onsite maintenance personnel. Verizon takes ownership of the problem, providing satisfaction in that the customer end user only needs to contact one entity to get assistance. Customers are provided exceptional web-based reporting for all calls received, including statistics, such as average call answer time, resolution statistics, problems categorized by applications and/or departments, call abandon rates, and a listing of repeat callers. Managed Help Desk will also receive calls, create tickets, and escalate problems for applications not directly supported. This allows the customer to have one database for all problems; calls the help desk handles and calls the help desk escalates. Verizon provides a financially cost-effective solution for our customers who choose to out-task the responsibilities of provisioning and maintaining computer help desk operations. Verizon can leverage the investment in people, processes, and systems currently in place, to run a professional help desk. We maintain a quality help desk to serve end users, so that our customers can focus on their core business. Verizon Managed Help Desk Services remove the following customer responsibilities that are associated with provisioning a help desk in-house: - Staffing agents - Providing technical training for agents - Supervising help desk agents and other help desk personnel - Scaling for growth and unexpected spikes of call volume - Provisioning and maintaining software, hardware, and work space requirements Managed Help Desk Services are performed from the Verizon Enterprise Management Center, a 57,000 square foot building located in Austin TX, which operates 24 hours a day, 365 days a year. Supported Applications. Verizon provides end user help desk support for the following desktop applications: - Microsoft Operating Systems - Norton Anti-Virus - Microsoft Office - Lotus Notes - Internet Explorer and Netscape Web Browser - Microsoft Outlook/Exchange Support
Security Services (Antivirus program, account management, domain management; Communications security; Network security (information assurance) Verizon Security Consulting Services. Verizon's Security Consulting Services–also known as "packaged" security services – help companies quickly improve their information security environment in an effective, cost-efficient way. Verizon’s suite of security consulting services offers complete, end-to-end security solutions, including: • Executive Security Briefing. Executive Security Briefings help organizations understand potential threats to their information assets, and the risks associated with today's computing environments. These 2-hour presentations are free, value-added services for the first 100 requests on the latest security threats and solutions. They are delivered to CIOs, VPs, and Directors. • Genuity Questionnaire. Before work on a security implementation can begin, Verizon/ Genuity administers a required, in-depth questionnaire to help establish a baseline of a company’s existing security systems, policies, and infrastructure. Because the questionnaire is fairly detailed and many companies do not have the in-house resources to complete it, Verizon provides a security consultant to assist the customer. • Vulnerability Testing Services. Verizon analyzes customers’ information "insecurity," which consists of three levels of testing: - Basic Vulnerability Testing Service. Includes port scans and vulnerability scanning tools; the latest security methodologies and technologies; and testing of components from external access points. - Intermediate Vulnerability Testing Service. Includes the basic testing service, plus consultation from system component experts who evaluate current security posture, develop guidelines and recommend improvements, and conduct high-level (basic) penetration testing. - Advanced Vulnerability Testing Service. Includes the basic assessment, plus comprehensive (detailed) penetration testing. Verizon provides a number of assessment services, including a Silver level and a more comprehensive Gold level assessment, as well as host, firewall, and HIPAA assessments, as described below: - Silver Level Assessment. The Silver Level Assessment includes a basic, external port scan, physical security review, documentation review, and network architecture diagram review. After Verizon security experts carefully analyze this information, they create a written report, hold a second meeting to discuss the report and customer security concerns, and finalize a comprehensive security plan. - Gold Level Assessment. This security assessment includes the basic components of the Silver Level Assessment, including a basic, external port scan, physical security review, documentation review, and network architecture diagram review. Verizon security experts carefully analyze this information, create a written report, hold a second meeting to discuss the report and customer security concerns, and finalize a comprehensive security plan. The Gold Level Assessment also includes: - An advanced, external port scan of the network to identify services. - A vulnerability scan of the external network (maximum of five public access servers). - Basic Phone (modem) sweep of the network to search for unauthorized modems connected to the network • Host Assessment. A Host Assessment determines how the operating system provides security for the network. The assessment also includes a review of physical security and how it relates to IT security, and a procedural review of security procedures in place. Key components of the assessment include: - An onsite physical security assessment and interview with physical security staff. - An automated Operating System assessment that gathers data about the operating system, its security features, settings, and service pack levels. - Assessment of up to 10 servers (5 external and 5 internal servers). - A review of the client’s security procedures. - Written report of findings with recommendations
Page 1 and 2: FEDERAL SUPPLY SERVICE AUTHORIZED I
Page 3 and 4: INFORMATION FOR ORDERING OFFICES AP
Page 5 and 6: 8. Trade Agreements Act of 1979, as
Page 7 and 8: 13.1 FEDERAL INFORMATION PROCESSING
Page 9 and 10: the contract, based on the potentia
Page 11 and 12: c. The Contractor agrees to provide
Page 13 and 14: Simulation of thirteen different se
Page 15 and 16: TERMS AND CONDITIONS APPLICABLE TO
Page 17 and 18: ceiling price for individual tasks
Page 19 and 20: 11 INVOICES The Contractor, upon co
Page 21 and 22: To facilitate the migration, Verizo
Page 23: - Enterprise Performance. High-avai
Page 27 and 28: - Security Awareness Training. Awar
Page 29 and 30: Please note that installation optio
Page 31 and 32: B7. Sustaining Engineer B8. Junior
Page 33 and 34: A. MANAGEMENT (A1-A3) These positio
Page 35 and 36: independently and lead large techno
Page 37 and 38: (3) Education and Other Requirement
Page 39 and 40: corporate Information Management gu
Page 41 and 42: evaluations for vendor equipment. A
Page 43 and 44: (a) Substitution. Two (2) to four (
Page 45 and 46: analyses to provide comparative dat
Page 47 and 48: (a) Substitution. Education may be
Page 49 and 50: (a) Total Experience. Five (5) year
Page 51 and 52: efinements, reducing operating time
Page 53 and 54: (1) Experience Requirements: (a) To
Page 55 and 56: Federal Network Systems LLC (FNS) C
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FEDERAL SUPPLY SERVICE Federal Network Systems LLC - Verizon

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