Information technology services

Tender description

24/7 IT Service desk — first line 24/7 IT service desk with management of all incident and requests plus ITIL, third party vendor and escalation management. Service should incorporate promotion of self service. — IT service desk, — Use of AWC service now instance for all ITIL processes, — Operating 24/7 first line support, — Core support hours 7 a.m.-7 p.m. Monday-Friday exc. Christmas and Boxing Day, — OOH support covering all other times, — P1/P2 incident resolution 24/7 via major incident management process, — supplier location, no requirement to be on AWC site unless planned training, — support business employees (~3800) with all IT support requirements. The Franchisee shall maintain and comply with a procurement policy that is consistent with all requirements (including all publication or notification requirements that apply from time to time) of the Utilities Contracts Regulations 2016 (‘Procurement Policy’). The Franchisee shall act in accordance with such Procurement Policy in relation to all processes to procure goods and services that are commenced during the ERMA Term or, if extended, the extended term.