Delivery of IT services in the IT Service Desk area as “Managed Services” (work contract).
As part of standardization and optimization measures for IT services and structures, NEW AG plans to allocate parts of its IT infrastructure services to one or more IT service providers in the coming years. As a first step, NEW AG plans to outsource its IT service desk services in the form of “managed services” as a work contract to a suitable IT service provider for a period of at least 5 years.
As part of current standardization and optimization measures for IT services and structures, NEW AG plans to allocate parts of its IT infrastructure services to one or more IT service providers in the coming years.
As a first step, NEW AG plans to outsource its IT service desk services in the form of “managed services” as a work contract to a suitable IT service provider for a period of at least 5 years.
The IT Service Desk is the central point of contact for approximately 3,300 internal and external NEW IT users for reporting and processing IT incidents and IT standard service requests. When awarding, the aim is to achieve a market-standard high initial resolution rate within the IT service desk as well as the IT Service Desk's responsibility for forwarding and monitoring all incidents and service requests not resolved directly in the IT service desk in the form of “tickets” to downstream (NEW) IT departments until the final solution is reached and acceptance of tickets by IT users. Communication with NEW IT users is carried out in German according to the alternative service time models defined in the procurement documents, either 12 x 5 hours per week or 24 x 7 hours within CET (central European time zone).
The scope of services of the IT service desk is based on the use of an ITSM (ticket) tool including CMDB and self-service portal for transparent, structured and prioritized management of all NEW IT-related incidents and standard service requests, including necessary interfaces to upstream and downstream systems for recording, Forwarding and reporting tickets, events and CMDB data as well as setting up and maintaining workflows and processes for communication with other internal and external NEW IT support areas. NEW has been using the HEAT ITSM tool from Ivanti since 2016. With regard to the use of a required ITSM tool including CMDB and self-service portal for the service provider's future service desk services, NEW requires the service provider to evaluate and price two alternative models.
model 1:
The service provider provides a market-standard ITSM tool including CMDB and self-service portal for the service provider's service desk services with the required functionality and interface connection to the upstream and downstream (NEW) system environment as well as for the access and use of the tool by NEW — the existing ITSM tool the NEW will be replaced in the process.
model 2:
The service provider uses the existing ITSM tool, including the NEW CMDB and self-service portal, and supports NEW in adapting the configuration and adding required functionality. If necessary, the service provider can connect his own ITSM tool to the NEW ITSM tool via appropriate interfaces (under the responsibility of the service provider).
The entire scope of the service desk services of the future service provider in accordance with the technical requirements specified in the procurement documents is provided by (remote) service locations of the service provider. The service is provided from locations of the service provider within the EU, the European Economic Area (EEA) or Switzerland. If necessary, data storage of customer data (e.g. ticket data) with the service provider is also carried out in locations of the service provider within the EU, the European Economic Area (EEA) or Switzerland. The award decision will be made on the basis of the award process with negotiated procedures and an upstream participation competition in mid-Q4 2022 after the completion of the due diligence phase. Based on the planned further allocations of NEW IT infrastructure services in the coming years, it is possible for the service provider to take over NEW data center services in particular.