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.