Outsourced ICT Infrastructure Management and associated Services

The Authority requires the provision, management, and continuous improvement of the following services:

• a.ITSM Tooling & Service Desk

Provision and management and operation of a full 24×7×365 Service Desk including telephone, webchat, the Authority’s portal with self‑service capabilities, leveraging AI and automation.

• b.Service Management functions

End‑to‑end IT, ITIL aligned, service management, including incident, request, change, configuration, and problem management; major incident handling; release and deployment management; knowledge and asset management.

• c.Workplace & End‑User Services

User Experience focussed provision and support of PCs, laptops, tablets, and mobile devices; user experience analytics; build and patch services; field engineering and Tech Bar support; Active Directory management; and evergreen refresh activities.

• d.Infrastructure Services

Management of on‑premises hosting, VMware platforms, monitoring and event management, capacity and availability oversight, patching and backup services, and Azure cloud services.

• e.Networking Services

Provision and maintenance of LAN, WLAN, network monitoring, management, maintenance, incident response, and installation services.

• f.Security Services & Cyber Operations

Security event management, security management planning, vulnerability management, compliance reporting, risk management, cybersecurity programmes, business continuity, service continuity, and disaster recovery support.

• g.Infrastructure & Technology Projects

Agile delivery support, portfolio management, service transition, project coordination, technical resource provision, and overall project management for delivery of infrastructure programmes.

• h.Architectural Support

Road‑mapping, innovation forums, project assurance, and obsolescence management.

• i.Other Services

ITSM platform provision and management.

• j.Print management

Managed print services (MFDs, scanners, printers and specialist printers).

• k.Additional Optional Services

The Authority reserves the right (by including contractual options for it) to purchase additional products, software, software licences and/or services during the contract term, including project-related professional services, items of a catalogue-type nature as described in the contract and/or which are otherwise related to and/or extend and/or enhance and/or upgrade the products, software, software licences and/or services which are the subject of this Procurement.

The Contract will also include a detailed change control procedure

Depending upon the specific service, the services will need to be provided both on-site - across the Authority’s premises and any external data centre locations used by the Authority - and remotely.