IT-dienstverlening

The contract timeline is as follows:

The contract is set to commence on June 1, 2027. It has an initial term of five years, concluding on May 31, 2032. The client holds a unilateral right to extend the agreement once for three years, and subsequently once more for two years. This brings the total maximum duration of the contract, including all extension options, to ten years.

Key milestones and phases include:

The necessary implementation for the management takeover must be finalized before June 1, 2027. The full scope of agreed management and support services must be operationally assumed by June 1, 2027, at the latest. The specified end date for this implementation phase is considered fixed and fatal.

The core scope of work for this tender involves a comprehensive set of ICT services, encompassing both a one-time transition and implementation phase, followed by ongoing regular management and support services.

The one-time transition and implementation phase includes:

• Inventory, due diligence, and transfer of ICT management from the current supplier, along with the setup of new management processes, a service catalog, planning, and overall direction.
• Implementation and optimization of the digital workplace, which covers the takeover and configuration of Microsoft 365, Intune/MDM, Entra ID/IAM, software rollout, and the digital workplace environment.
• The takeover of the server park, storage, LAN/WAN/wifi, Azure management context, and migration of file storage.
• Initial security and backup setup, including baseline security measures, backup configuration, and recovery preparation.
• Guidance for Go-Live, user and management instructions, necessary documentation, and formal handover to regular management.

The regular management and support services include:

• Servicemanagement and vendor coordination: Acting as a Single Point of Contact (SPOC), providing reports, governance, evaluations, coordinating with vendors, and offering proactive advice for all ICT services.
• Servicedesk and user support: Delivering 1st, 2nd, and 3rd line support for users, managing incidents, service requests, problems, and changes within agreed service levels to ensure high user satisfaction. This also includes a self-service portal with a ticket system and periodic user satisfaction surveys.
• Digital workplace management: Managing workstations/devices, software rollout, patching, endpoint management, and secure access, aiming to provide a modern, secure, and scalable digital work environment for all users.
• Microsoft 365, Intune, and Entra ID management: Technical and functional management of the tenant, identity, authorizations, provisioning, and Intune.
• Infrastructure management: Ongoing management and maintenance of existing servers, storage, LAN, WAN, wifi, and internet connectivity, with a focus on ensuring a secure, available, and manageable infrastructure that supports operations and events. This also involves monitoring capacity, performance, and lifespan of critical infrastructure.
• Fixed IP telephony and DECT management: Providing a managed telephony platform, fixed business numbers, fixed and DECT handsets, reception and routing functions, necessary connections, and overall management to ensure reliable internal and external accessibility.
• CMDB management: Maintaining a Configuration Management Database (CMDB) with detailed information for each managed device or component.
• Provision of an ITSM tool with client access for ticket management.

Items explicitly outside the scope include Microsoft 365 licenses, Microsoft Azure consumption, fixed telephony call costs (which are billed separately at actual costs), functional ownership and operation of theater technical installations, delivery and technical maintenance of multifunctionals, storage/management/archiving of production video files, functional ownership of business processes, content-related functional application management, mobile telecom subscriptions/SIM cards, and the storage/recording of call content. Investment decisions related to infrastructure also remain outside the scope of the contractor.