Data services

Tender description

Coreso SA is searching for a new IT managed service provider to endorse the operational support of the IT infrastructure and applications in its DataCenters, Cloud providers and office premises. The service will have to deliver all operational support and services from European locations and be able to offer engineers presence in Coreso premises on a timely manner. The tender will have 1 mandatory lot and will include: — Global IT Infrastructure management of the Coreso eco-System which spans over private DataCenters server rooms in Lomme, Cloud based services and 3rd parties DataCenter IaaS services. — this will cover: 1) Infrastructure management operations including and not exhaustive: • monitoring of all the infrastructure components (integrated with capacity planning and event); • incident management; • general OS/Firmware Upgrades (1 cycle per year); • CMDB Maintenance and update; 2) Applications operational management on PROD and UAT • monitoring, incident management (from monitoring issues or user registered); • operational coordination of all 3rd parties operations across Coreso’s Eco-System, applications updates, upgrades, etc.; 3) Coordination of external security audits: Coordinate quarterly penetration testing execution on infrastructure under management (network, servers, etc.) Performs the remedial actions: • within 15 days for defects with high/medium risk exposure; • on planned maintenance where risk exposure is low; 4) Standard changes implementation, the new MSP will deliver to Coreso a catalog of standard changes with NRC and RC that will allow Coreso to predict the financial impact (per new server/vm and services or applications i.e.: standard prices for equipment provisioning, operating and decommissioning per type (excl. specific labor) 5) Optional additional services Support in delivering medium/large changes on a fixed price based on approved proposal: • technical design document. • activity plan. • risk plan. • Price based on labour (using a standard price list per profile) AND material (where required). Infrastructure services: • Deliver compute/Storage capabilities in a IaaS model in our DC under ‘pay as you use’ model — The following services are currently out of scope 6) Support of endpoints (workstations/multi-media devices); 7) Support and management of Voice phone solution (PBX); 8) Licenses and contract management for support of solution and software.