With the support of the contractor, the rku.it would like to ensure that the topics are dealt with and that initial results can be presented. In line with the downstream division into lots, rku.it is striving holistically to realign the service portfolio and thus all solutions towards customers. This includes the support of esp. the following topics:

- Further development/conception of existing managed cloud tenants as part of the operation according to Azure/AWS tenants, combined with the rku.it standard

- Further development/conception of existing Managed Cloud Landing Zones

- The managed provision of accounts and services from the cloud; Optimized connection of Dev Ops teams and development resources to the managed environment

- The empowerment of the rku.it so that general consulting services are provided to the customer landscape around the topic of cloud (keyword: cloud consulting)

- Establishment of managed services with dedicated contact persons

- Supporting the development of Compliance as a Service in the cloud context and as a service for use by the rku.it customer landscape

- Support in setting up central repositories of structured and unstructured data for better decision-making

- Application development in the field of MS Power Platform; Connection to integration layers and data lakes for individual mapping of business processes

- Establishment and further development of a Data Lake as a Service

The potential partner of the rku.it should be available with technical expertise and enable the implementation of the topics. In principle, the actual application operation remains with the rku.it. In the "Data Center" area, "Azure Cloud" has been used mainly so far. In the future, the service provider should therefore be able to close existing gaps in cloud expertise in the short term and ensure the ability of the rku.it to act in the face of existing and emerging customer requirements.

The services are provided within the framework of the existing project setup alongside other external service providers. These support the rku.it in the general development of a cloud strategy as well as the development of the portfolio, based on the existing corporate and IT strategy.

The cooperation is to start as soon as possible and is expected to be completed by 30.09.2023; depending on the progress of the subject areas, an extension or continuation of the assignment may be possible. Both existing and new customers can be seen as focus groups of the topics mentioned. Current projects are to be improved and supported, while new projects and emerging topics are also to be promoted to customers (push vs. pull).

For a trouble-free and coordinated process, Single Point of Contacts (SPOCs) or Devliery Managers are to be provided. These ensure the targeted collection of topics for internal use and forward any results to the rku.it. If a supplier applies for several lots or takes over their processing, the provision of an overarching Delivery Manager/SPOC is sufficient.

The requested support services (lots) are initially to be provided for the next two years. An optional extension for a further 24 months is possible.

For details, please refer to the service description and the respective lots.

rku.it GmbH supports customers in the implementation of requirements in a wide variety of cloud areas. In the future, support including knowledge transfer will be covered by external expertise.

Regular consultations are carried out with existing customers. The following topics will be discussed:

- Checking conditional access

- Checking the event log (conspicuous accesses, blocked users)

- Budgetprüfung

- Leistungsabrechnungen

- Coordination of further planning in the area of cloud

For the implementation of the work package, further employees are to be brought in who already have experience in the field of tenant hardening, esp. in the public sector. This also means that employees are aware of details of several setting options and their effects. Furthermore, they should be able to support a review of the existing settings as well as the hardening of the tenant. At the same time, a security concept for the tenant based on the rku.it security guidelines is to be created (standardization). This includes:

- Allgemeines Tenant-Management

- Establishment of landing zones

- Basic security settings

- Checking and adapting conditional access

- Review and adjustment of password policies

- Testing and adaptation of the handling of Azure Services & AddIns

- Checking and adjusting service configurations

- Review and increase of Security Center and Secure Scores (implementation of security best practices)

- If necessary, configuration of data protection policies

- Netzwerkkonfigurationen

- Security solutions

Furthermore, support must be provided for the following services:

- Review and revision of the existing authorization concept

- Introduction of security monitoring for cloud services

- Dealing with services

- Definition Service-Monitoring

- Development of a standard procedure for daily actions/activities/basic administration procedure

- Support with technical questions that cannot be answered by rku.it at short notice

- Regular summary of what's new in Azure and AWS (wrap up); possibly in WP3

- Support for template-based resource management

The commissioned service provider does not carry out any strategic measures, conceptual work or any reporting activities (e.g. elaboration of roadmaps or roadmap topics;

Preparation of reports to management).

In addition, the commissioned service provider should point out possible corrective measures or point out settings that do not correspond to the defined standard. A change or implementation of the corrective measures will only take place after agreement with the customer or after consultation with the rku.it.

In the context of customer support and consulting services, questions regularly arise on various topics in the area of "cloud". For this purpose, rku.it must reserve high capacities in order to cover extensive research efforts and to enable the questions to be dealt with. In day-to-day business, these entail a long waiting time for the customers to be served.

In order to solve the, esp. Due to time challenges and shortening of response times to all customers, additional employees are needed to assist in answering the support requests that arise. The service provider is granted access to the service desk, so that a joint development or processing of the solutions is guaranteed. This is also intended to support internal documentation.

In order to support the processing of incoming support requests, the IT service provider is integrated into the rku.it's ITSM tool. The inquiries are thus processed via the communication channels of the rku.it and not independently by the IT service provider.

rku.it has established various processes and procedures for handling customer requirements. These and other internal procedures are explained to the service provider in order to enable joint case processing. The service provider has access to all necessary systems (including the necessary rights/roles). In principle, the processing of support requests can extend from 1st to 3rd level support; alternatively, it must be forwarded to the possible manufacturing company.

Parallel to the aforementioned processing of support services, customers submit further inquiries to the rku.it on general topics. These requests include the request to provide additional services (projects) in the area of the Microsoft portfolio.

Examples include "Microsoft Defender Suite"; "Microsoft Information-Protection" or "Micro-soft-Endpoint-Protection" by the rku.it. Processing (rollout, configurations and management of services) is to be carried out in the short to medium term at the request of the customers. In order to solve the, esp. In view of the time challenges and fast processing of incoming inquiries on various topics (including "Defender Suite", "Microsoft Information Protection" or "Microsoft Endpoint Protection"), the external service provider is to provide a consulting service for their processing in the future. In this way, the external service provider takes on an advisory function vis-à-vis the rku.it and supports the development of general statuses, their preparation, documentation or the development of best practice examples. As a result, the aim is to communicate the results quickly to the customers.

In general, this is intended to establish the development of a strategic approach to the support of customer projects. The focus is on building a cloud portfolio (derived from customer needs); in order to derive innovations and potential for improvement from them. This is intended to ensure the processing of emerging and novel topics. In addition, the service provider to be commissioned supports the preparation or documentation of possible examples (best practice) and thus also the possibility of communication/presentation to the rku.it's customers.

From the receipt of a customer's need to the planning, development of the solution and the transfer to the customer's regular operation, it is important to provide the rku.it with the necessary expertise to create a uniform process and comply with it.

In order to support the processing of incoming inquiries, the service provider is involved by rku.it (if necessary). An independent processing of the inquiries by the service provider is therefore not provided for and is generally carried out via the communication channels of the rku.it. Independent processing and communication of the topics are only possible after consultation with rku.it.

rku.it has established various processes and procedures for handling customer requirements. These and other internal procedures are explained to the service provider in order to enable joint case processing. The service provider receives (if necessary) access to the relevant systems (including the necessary rights/roles) and is consulted by the departments of the rku.it. If necessary and depending on the respective case consideration, coordination appointments are made with the respective customers. The service provider is consulted accordingly for detailed coordination. The customer size ranges from SMEs to corporations.

As part of customer support and consulting services, questions regularly arise on various topics in the area of "Power Apps." For this purpose, rku.it must reserve high capacities in order to cover extensive research efforts and to enable the questions to be processed. These entail increased resource requirements for rku.it.

As a result, there is a need to involve other service providers in the topic to provide resources and expertise and thus to work on the issues.

Parallel to the aforementioned processing of support services, customers are placing further inquiries in the area of Power Apps with rku.it. Processing is to take place in the short to medium term at the request of the customers.

In order to solve the, esp. Due to time challenges and fast processing of incoming inquiries about various applications in the field of Power Apps, the potential service provider is to provide a consulting service in the future. In this way, the external service provider takes on an advisory function vis-à-vis the rku.it and supports the development of general statuses, their preparation, documentation or the development of best practice examples. As a result, the aim is to communicate the results quickly to the customers. In general, this is intended to cover the structure of a PMO and thus a clear structure for working on emerging and novel topics. From the receipt of a customer's need to the planning, development of the solution and the transfer to the customer's regular operation, it is important to provide the rku.it with the necessary capacities to create a uniform process and its compliance. From the development/implementation of the applications at the customer's site, to the initiation of projects, to possible coaching, the rku.it employees are to be supported.

This also includes the constant (especially structured) documentation of emerging "best practice" cases as well as the development of a backlog list to present further development and future potential. Existing processes are to be identified, recorded and, in connection with, an inventory of the current performance in the area of Power Apps is to be carried out.

Furthermore, the support of the contractor is desired in the following areas:

- Building an "industrialized" approach to building Power Apps/Automate - both for development and operations

- Support communication

- Organizational setup

-Communication; Channels, regular dates, channeling customer inquiries

- Development of common "working modes" & define processes

- requirements management

- Backlog (Azure DevOps, Planner, o.ä.)

- Kundentermine & Workshops

- Tickets vs. Projects (Scheduling, Resources, Response Times)

- Power Platform Governance & Adoption

- Umgebungsstrategie (DEV, Demo, PoC, Training)

- Wissenshub/Community

- Reusable components/assets (central storage)

- Uniform setup and strategy for all customers, e.g.

- Umgebungsstrategie

- ALM process

- DLP Policies

- Central monitoring and monitoring of solutions at various customers

- Center of Excellence approach per customer vs. one central location

- Data Privacy & Data Ownership

- Implementation support for finalization and professionalization of existing projects

- Ticket system

- Transfer of existing solutions into the new governance target architecture

- u.a. Unmanaged/Managed Solutions & Layer bereinigen

- Continuous processing and ability to act for new projects

- Operational support in line with expected needs

In order to solve the, esp. Due to time challenges and shortening of response times to all customers, additional employees are needed to support them in answering the inquiries that arise. This is also intended to support internal documentation. In addition, the exchange with colleagues is necessary.

rku.it strives to establish pre-sales consulting for all customers. For this purpose, the support/assistance of the potential service provider in the following areas of work is envisaged:

- The constant recording of customer needs, new requirements or, if necessary, the recording of possible realignments in accordance with legal requirements. Defaults

- Derivation of (new) products for rku.it; Specification of the functionality and development of an approach to internal communication or internal development of the use case

- Assumption of initial consultations on rku.it products requested by customers

- Presentation, preparation and implementation of best practice approaches as well as standard concepts in order to incorporate them into the respective concepts in addition to processing individual requests; furthermore, the examination and testing of possible alternatives must be carried out

- Customer questions about the products must be taken into account and answered/prepared accordingly

- The customer's product requirements are compared with the rku.it's service portfolio; esp. with a view to achievability and goal setting ("best fit" approach)

- Conducting product demonstrations as well as creating mock-ups and MVPs

- Acting together with rku.it colleagues towards customers

rku.it aims to implement and build the "Compliance as a Service" performance to reduce the challenges and burden of meeting compliance requirements. For this purpose, not only the actual compliance strategy of a company is considered, but also the possible implementation of best practice approaches in the cloud.

The company should be able to monitor the service with minimal effort and thus understand that they are used in accordance with guidelines or legal requirements.

The aim of this lot is to provide support for the following services:

- Analysis of the organization and implementation of a goal definition, or creation of a goal formation

- Conducting document reviews and interviews

- Conducting a gap analysis; esp. with regard to the development of weaknesses and risks or existing potentials (promising topics)

- Determination of standards or other requirements that will be relevant in the future (emerging, necessary certifications); Identification of these and communication of the necessary steps for implementation

- Development of a target situation; including the derivation of measures for their establishment at the rku.it; on the basis of the previous analysis and evaluation

- Carrying out the transformation of the respective areas as well as complementing the existing IT organization, IT strategy and governance activities

- Complete the transformation by establishing continuous control and monitoring; the establishment and control of the reporting system; a review of the effectiveness of ongoing measures, including continuous adaptation and improvement

- Ensuring the transition to daily operations and long-term use

- Preparation of the service as a "service" so that it can be consumed by other customers of the rku.it