Germany – Systems consultancy services – Application Management

The Berliner Energie und Wärme GmbH (BEW) operates an independent IT system landscape. This supports the central business processes in the areas of energy generation, heat supply, grid operation, trading, billing, human resources and corporate management. The contractors (AN) provide application management services for defined applications and systems of the BEW. The aim is the stable, secure and economical operation of all applications, including business-critical ones, taking into account regulatory requirements, information security and service quality. The AN provides all services based on the ITIL-oriented ITSM processes of the BEW. The aim of this tender is to commission a qualified service provider to ensure stable, secure and economical operation of the IT applications. The AN takes on application management services in second- and third-level support (L2/L3) and thus contributes to the permanent availability, maintainability and security of the applications. The commissioned services are intended to ensure, in particular, that: • the operational stability of the applications is guaranteed, • faults and errors are analysed and rectified efficiently, • security risks are minimised and • the technical lifecycle of the applications is sustainably supported. The services include the ongoing operation, technical maintenance and reactive and preventive services of the applications within the framework of a regulated service and support model. The scope of services includes: • Application Management (L2/L3 Support) • Release, update and patch management • Security, stability and compliance requirements. The lots are divided as follows: Lot 1: SAP-ERP Lot 2: SAP-HR Lot 3: SAP-IS-U Lot 4: ServiceNow Lot 5: Microsoft Dynamics 365 CE and Power Platform. Lot 6: BI / Data & Analytics. Lot 7: Integration Platform (Azure Integration Suite & BizTalk)