IT-Supportservice für die St.-Augustinus-Schule in Trägerschaft des Bistums Hildesheim

The contract timeline is as follows:

The contract is set to begin on Monday, February 1, 2027. The contract is scheduled to end on Thursday, January 30, 2031. The total duration of the contract is approximately 4 years. Key phases include a Setupphase for takeover and operational start, a Betriebsphase (operations phase) for 48 months of managed service, and an Exit-Phase (ramp-down phase) for an orderly handover at the end of the contract.

The core scope of work for this tender is the provision of IT Support Services for the St.-Augustinus-School, encompassing a managed service approach based on ITIL principles over a 48-month operating phase.

The statement of work is structured into three main phases:

1. Setup Phase: This involves initial kickoff workshops, a comprehensive inventory of the existing system landscape, and the complete takeover of the IT infrastructure. This phase also includes setting up the User Help Desk (UHD) and ticketing system, monitoring tools, remote access, and all necessary documentation.

2. Operating Phase (48 Months): This is the primary service period and includes:

• IT Infrastructure Management: Administration and operation of pedagogical servers and services (IServ), storage and backup/recovery, network and WAN/WLAN management, firewall and IT security, and proactive maintenance of central components.
• IT Service and Support: Providing a UHD/hotline and ticketing system, on-site services, support for servers, network, and WLAN (including troubleshooting), and the operation and support of end devices, peripherals, mobile device management, and media technology (e.g., interactive whiteboards, projectors, Apple TV, document cameras, printers).
• Monitoring: Supplying the necessary licenses for a monitoring tool to oversee servers, network components, and various IT services.
• Specific Management Concepts: Operation and preventive maintenance of IT systems, organization of the UHD, server management (including virtualization, storage, backup/recovery), network and WLAN management (including firewall and IT security), management of the IServ pedagogical network solution, mobile device management (Tablets/iPads via Jamf School), and end-device management with on-site support.
• General Services: This includes roles, qualifications, substitution rules, handling peak loads, social competence, IT asset documentation and maintenance, ticket reports, key performance indicators, service reviews, IT consultation hours, and strategic meetings.

3. Exit- / Ramp-Down-Phase: This involves the orderly handover of the entire system landscape at the end of the contract. Key deliverables include handover documentation (e.g., operation manual, current configurations, inventory, access information), handover workshops, training for successor service providers or the client, and support for a seamless transition, including the return of all provided documents.

Optional services, such as technician hours on-site or remote service hours, are also defined but are commissioned only as needed and do not influence the tender's evaluation.