Single Party Framework for the Provision of ICT Managed and Related Services

Descriptions

DHDA requires the ICT Managed Services to be provided on a full end-to-end managed basis by the successful tenderer. Currently, DHDA has a considerable installed base of Microsoft products—both client and server—and tenderers responding to this PQQ should have access to relevant expertise to provide support in these areas. The services required include but are not limited to the areas below. •Network management including network security•Managing campus Internet Connectivity•Management of DHDA Backup and disaster recovery requirements•Deskside support•Out of hours emergency support•Server administration (both on-site and potentially off-site)•Hosting both physical (on-premise) and virtual (cloud) servers•Active Directory, Group Policy email management, etc.•Patch management•IT security management•Cloud mobilisation and support •Use of Microsoft SharePoint or an alternative (should DHDA transfer some or all of its storage requirements to the cloud)•Application support (e.g. Microsoft Suite of products – client and server)•Service desk support and ticketing system•Infrastructure/hardware support including asset register / asset management for the DHDA ICT footprint•Proactive monitoring (servers, networking, backups etc.)•Remote desktop support•Advice in relation to and provision of hardware•Carrying out work for DHDA clients •ICT projects (additional costs associated)•Licencing management•Working with other DHDA Vendors (Facilities Management, Website, print, access control and third-party application providers)•Account management•Management of telecommunications network•Management of unified communicationsGiven the nature of the DHDA campus and the DHDA ICT environment, it is likely, that to provide the services listed above, the successful tenderer will have to deploy the equivalent of at least one resource on a full-time basis to be physically present on-site.