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...