Zajištění provozu a rozvoje ICT

The contract start date is from the date of signing this contract by the contracting parties. No contract end date, total duration, or key milestones or phases are explicitly stated.

The core scope of work and statement of work summary for this tender primarily involves the comprehensive provision of ICT administration services. Specifically, it includes:

1. Management and operation of security technologies: This covers the operation and administration of security tools implemented in the client's LAN, MAN, and WAN networks, as well as the Microsoft O365 cloud environment. The technologies include Web Application Firewall (F5 cluster), Log Management Systems (Logman.io, Elisa), Network Detection Response Systems (Greycortex, Flowmon), MFA platform (Gitrix), Antispam (Microsoft Defender for Office 365), Avast, PAM Wallix Bastion, PRTG, and backup solutions (Backup Exec, Veeam). Tasks involve continuous operation, administration (updates, policy management, configuration), proactive prophylaxis (weekly evaluation and reporting), and incident resolution.

2. Management and operation of the LAN network: This involves ensuring the operation of the LAN network across numerous specified locations.

3. Management and operation of end-user workstations including printers: This encompasses the administration and operational support for end-user workstations (computers, notebooks, display units) and printers.

Deliverables and activities within these scopes also include:

• Resolving non-standard device states and restoring standard operational status.
• Regular updates, security policy management, and configuration of security tools.
• Proactive evaluation and reporting (weekly for security).
• Incident resolution, including escalation and evidence management via helpdesk.
• Installation or removal of IT equipment based on approved requests or project outputs.
• Relocation of equipment within or between buildings.
• Hardware or software upgrades based on client requests.
• Testing of new versions as per client requirements.
• Maintaining an inventory of all devices in the helpdesk system, including physical identification and data required for warranty and non-warranty repairs.

The tender also outlines monthly reporting requirements, including evaluation reports on incident response times, incident resolution times, and request resolution times, detailing the total number of closed incidents/requests and those exceeding parameter values. Availability criteria are also specified for various services (e.g., 98% for VIP workstations, 95% for standard workstations, 99% for security services).

The project also involves an Executive Committee (VV) responsible for ongoing project management, overseeing the substantive implementation within given costs and deadlines. This includes ensuring methodology processing for testing and monitoring, creating tests, preparing and updating test plans, overseeing testing and handover procedures, securing project resources, and deciding on service provision that does not impact cost or deadlines.