Technical support; Monitoring and performance tuning; Troubleshooting, Procedures for handling IAM software updates and all other tasks necessary to provide support for the IAM system; Training on all components of the operating environment that are new to the UA System; and Training on the use of the Contractor’s development tools, system management, and application administration tools. Knowledge Transfer Training The Contractor provide training to core technical, operations, and service desk personnel to facilitate knowledge transfer before conclusion of the Contractor’s post-implementation support responsibilities. Training content should address, but is not limited to: Software configuration; UA System operation procedures for use during the Project; System administration responsibilities, log on/log off procedures, and security; Other topics necessary to educate UA System personnel on housekeeping’; and ‘system Most likely service desk scenarios. The Knowledge Transfer Training should be consistent with the knowledge and skills transfer process described 5.1.1 Deliverables: Comprehensive Technical Training Plan and Training Curriculum Satisfactorily-Delivered Technical and Operations Personnel Training Satisfactorily-Delivered Software and Operations Knowledge Transfer Training Materials Table 8: Technical Training Responsibility Matrix Activity Contractor System Technical Training Needs Assessment Lead Assist Develop Technical Training Strategy Lead Assist Develop Technical Training Plan Lead Assist Provide Enterprise policies applicable to training Assist Lead materials Populate training environment with UA System-specific data and initial transaction data to support training Lead Assist delivery and user scenarios, if needed based on training strategy
Technical support; Monitoring and performance tuning; Troubleshooting, Procedures for handling IAM software updates and all other tasks necessary to provide support for the IAM system; Training on all components of the operating environment that are new to the UA System; and Training on the use of the Contractor’s development tools, system management, and application administration tools. Knowledge Transfer Training The Contractor provide training to core technical, operations, and service desk personnel to facilitate knowledge transfer before conclusion of the Contractor’s post-implementation support responsibilities. Training content should address, but is not limited to: Software configuration; UA System operation procedures for use during the Project; System administration responsibilities, log on/log off procedures, and security; Other topics necessary to educate UA System personnel on ‘system housekeeping’; and Most likely service desk scenarios. The Knowledge Transfer Training should be consistent with the knowledge and skills transfer process described 5.1.1 Deliverables: Comprehensive Technical Training Plan and Training Curriculum Satisfactorily-Delivered Technical and Operations Personnel Training Satisfactorily-Delivered Software and Operations Knowledge Transfer Training Materials Table 8: Technical Training Responsibility Matrix Activity Contractor System Technical Training Needs Assessment Lead Assist Develop Technical Training Strategy Lead Assist Develop Technical Training Plan Lead Assist Provide Enterprise policies applicable to training materials Assist Lead Populate training environment with UA System-specific data and initial transaction data to support training delivery and user scenarios, if needed based on training strategy Lead Assist
RFP643699_UASYS_IAM_Appendix6_ModelSOW.docx