Published
Procedura aperta per l’affidamento del servizio triennale di conduzione operativa, supporto specialistico ed Help Desk dei sistemi informativi di RSM
Notice number: 00552987-2026
KEY INFORMATION
- Submission deadline
- • Sep 22, 2026
- Location
- 🇮🇹 Italy
- Contracting authority
- Roma Servizi per la Mobilità S.r.l.
- Accepted Languages
- Italian
- Tender type
- Services
- Contract Value
- Published date
- Aug 10, 2026
TENDER DESCRIPTION
This tender seeks a contractor for a three-year service contract providing comprehensive operational management, specialist support, and Help Desk services for RSM's information systems, encompassing both ordinary and extraordinary system management, second and third-level technical support, and user assistance. The successful contractor will serve as a Single Point of Contact for all technical issues, coordinating with third-party vendors, and delivering services Monday to Friday, from 8:00 to 18:00, utilizing a project team including on-site and specialist technicians. Required technical proficiencies and certifications include expertise in Broadcom VMware, NetApp, Cisco, Omnissa, Microsoft, HPE, Fujitsu, Pure Storage, Veeam, Fortinet, Microsoft Active Directory, virtualization, and standard networking protocols, with specific certifications such as Windows Server Hybrid Administrator Associate, Microsoft 365 Endpoint Administrator Associate, Broadcom VMware VCP-VCF, NetApp Certified, Cisco CCNA, and Fortinet FCA Cybersecurity. The contract has a total duration of 36 months, commencing from the system handover report date, with a 15-calendar day period for the contractor to…
TENDER BRIEF
The contract will have a total duration of 36 months. The contract duration starts from the date of the system handover report, as specified in Article 11 of the Special Tender Specifications.
Key milestones and phases include:
- Within 15 calendar days of signing the Contract, the Contractor must sign a system handover report, which formally initiates the supply and maintenance responsibilities (start-up).
- Within 30 calendar days of the start-up, the Contractor is required to conduct an assessment and tuning of the entire infrastructure, presenting a report that details performance analysis and potential improvements.
- A 15-calendar day transition period is planned before the contract end date for the handover of responsibilities to any new supplier.
Sources
- 12)_Disciplinare_Service_Desk.pdf — “è il seguente: CCNL Metalmeccanica e Installazione Impianti (Sezione ICT), codice ATECO 62.20.20. L'importo complessivo è al netto di IVA. Le attività relative ai servizi aggiuntivi on demand sono totalmente a discrezion…”
- 27) Schema_di_Contratto_Service_Desk.pdf — “Codice. 4.3.6 Le compensazioni di cui al presente paragrafo non sono soggette al ribasso d'asta e sono al netto delle eventuali compensazioni precedentemente accordate. 4.3.7 E', altresi, ammessa transazione nei limiti e…”
- 3capitolato_conduzione.pdf — “al momento dell'avvio dell'attività ulteriori elaborati tecnici contenenti maggiori specifiche sul landscape tecnologico di RSM, utili per le attività di presa in carico / subentro, come di seguito richiesto. Art. 3 Dura…”
The core scope of work for this tender involves a three-year service contract for the operational management, specialist support, and help desk services for RSM's information systems. This includes the ordinary and extraordinary management of information systems, providing second and third-level specialist technical support, and offering user assistance (Help Desk).
The service requires the complete takeover of RSM's IT infrastructure, with the contractor acting as a Single Point of Contact (SPOC) for all technical issues, coordinating with any third-party hardware or software vendors. Specifically, the contractor is required to provide:
- Operational management of the infrastructure and systems.
- Specialist support for the infrastructure and systems.
- Help Desk services for user assistance.
The services are to be delivered Monday to Friday, from 8:00 to 18:00, utilizing a project team that includes specialist technicians for Help Desk and operational management at RSM's headquarters, and a group of 6 to 10 second-level specialist technicians for operational management and specialist support. The contractor must also produce documentation illustrating operational procedures to support the management and execution of technical activities, which also aids in knowledge transfer.
Sources
- 14)_DUVRI_Help_Desk_2026.pdf — “mobilità ROMA Committente: ROMA SERVIZI PER LA MOBILITA' (RSM) Appaltatrice: Lavori da eseguire: Servizio triennale di conduzione operativa, supporto specialistico ed help desk dei sistemi informativi di RSM Luogo dei La…”
- 22)_Disciplinare_Service_Desk.pdf — “comunicazione recapitata all'offerente nei modi sopra indicati si intende validamente resa a tutti gli operatori economici ausiliari. Si evidenzia che la PEC [email protected] è utilizzata dalla P…”
- 3capitolato_conduzione.pdf — “triennale di conduzione operativa, supporto specialistico ed help desk dei sistemi informativi di RSM 2 Art. 1 Roma Servizi per la mobilità S.r.l. Oggetto del capitolato Costituisce oggetto del presente capitolato l'affi…”
- 47) Schema_di_Contratto_Service_Desk.pdf — “né eccezione alcuna il servizio triennale di conduzione operativa, supporto specialistico ed help desk dei sistemi informativi di RSM, alle condizioni e prescrizioni del Capitolato Speciale d'Appalto ed espressamente acc…”
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Unlock tender brief for freeTENDER DOCUMENTS
DIRECTORY • 16 FILES
- 10) PP 2 Gestione data breach.pdf5.6 MBPDF
- DGUE xml.xml255 KBXML
- 4)_DUVRI_Help_Desk_2026.pdf4.9 MBPDF
and 9 other documents
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