Provision and Operation of Information and Communications Technologies (ICT) Managed Services

Tender description

The NTA is seeking an experienced ICT Managed Services partner in order to provide a range of ICT Managed Services. The range of services required may include: • Delivery and Execution of Service Desk Services - The Service Desk is a vitally important part of the NTA’s ICT Department and should be the single point of contact for ICT end-users on a day-to-day basis and will handle all incidents and service requests, usually using specialist software tools to log and manage all such events; • Delivery and Execution of ICT Service Governance - The ICT Service Governance processes ensures that all the ICT Operations are controlled, measured and managed to support ICT Operations service targets and business expectations; • Delivery and Execution of ICT Service Operations - The ICT Service Operations processes defines the anticipated administration, operation and management activities to be performed, under this contract, against the NTA systems and hosts; • Delivery and Execution of Data Centre Hosting Operations - Data Centre Hosting Operations refers to the management of the physical ICT environment, including Data Centres or computer rooms for both the Corporate ICT environment and Bus Market Opening ICT environment; • Delivery and Execution of Security Monitoring Operations - The Security Monitoring Operations process is to ensure that security related event and incident data are reviewed and analysed on a regular basis using a combination of automated and manual methods to identify anomalous activity or behaviour; • Delivery and Execution of ICT Consulting Services - The NTA will have the right under the contract to drawdown additional ICT consultancy services as it may require from time to time; and • Delivery and Execution of Transition Services - The ICT Managed Services provider will be required to proactively manage the mobilisation and transition activities to enable a seamless transition of the services from the existing contracts to the new contract.