For the help desk and the support of user end devices, such as smartphones, tablets, notebooks, stationary workstation PCs, Voice-over-IP terminals (VoIP) and relevant services, the BMZ requires support services from an external service provider. This is required for the next three years, optionally supplemented by extensions of one year each up to a total duration of possibly five years (3+1+1). The activities are based on ITIL service definitions according to the currently valid version (currently as of August 2022, ITIL 4). The service includes help desk, service level management, incident management, problem management and service request management. It should be noted that activities must be carried out at the locations in Berlin and Bonn. As a rule, the services will have to be carried out on-site and remotely.
The contractor supports the information and communication technology operation (ICT operation) of the BMZ within the framework of incident management and the help desk and operates the "single point of contact" for user end devices, such as: smartphones, tablets, notebooks, stationary workstation PCs, Voice-over-IP terminals (VoIP) and separate devices such as printers.
Furthermore, the contractor supports the BMZ in problem management.
Another task is the creation and maintenance of new or changed client images, as well as the packaging, testing and distribution of software and software patches for the entire frontend environment as part of image and patch management. Furthermore, the contractor is responsible for the technical administration of all listed devices (assets) within the scope of IT asset management and the inventory documentation.
The services described above are available in different forms as a basic service at the Berlin and Bonn locations.
In addition, there are any extended support services for major rollout activities of hardware or software or larger user-side migration projects.
The object of performance is thus subdivided into the following areas of responsibility:
Services Bonn or Berlin:
- problem management
- Service Request Management
- Release management
- Incident Management (First-, Second- und Third Level Support)
Service Berlin
- Help Desk (SPOC)
Service Bonn
- Help Desk (SPOC)