Germany – IT services: consulting, software development, Internet and support – Managed Service Provider

The objective of the present tender is to ensure a seamless transition of the provision and operation of IT services to one or more external service providers, while guaranteeing a uniform, high-quality, efficient, and future-proof provision of IT services. The services will be provided by external service providers in close collaboration with the internal IT organisation of LINK digital, based on the requirements defined in this tender. The tender comprises various service focuses, in particular services in the area of onsite support as well as services in IT service management, including User Help Desk, and in the cloud environment (operation and development). The scope of the tender is divided into two lots: Lot 1 – Onsite Support covers the provision of onsite and remote IT support services. This includes, in particular, services in the area of device management (including hardware), network and site connectivity, equipment and support of workplaces, as well as the management of printers, plotters, and meeting room infrastructure. The aim is to provide reliable, SLA-based, and high-quality support for users at the respective locations. Lot 2 – IT-Service-Management, User Help Desk and Azure Cloud bundles the centrally provided IT services and is divided into several service focuses: The User Help Desk (1st Level Support) serves as the central point of contact for users and includes, in particular, ticket management, coordination with downstream support units (2nd and 3rd Level), as well as the control of communication and escalations. IT-Service-Management provides the procedural basis for service provision and includes established disciplines such as incident, service request, problem, and change management, as well as supplementary topics such as service level management, knowledge management, reporting & measurement, continual improvement, and relationship management. Azure Cloud Operation ensures the stable and secure operation of the cloud infrastructure, including topics such as 24/7 operation, AIOps, monitoring & alerting, patch and update management, backup & recovery, security (e.g. hardening, network), as well as the documentation and decommissioning of components. Azure Cloud Development involves the further development of cloud services and platforms and is carried out using agile methodologies. The specific services to be provided by the contractor are defined per lot in the respective service schedules. Procedure Note Further documents will be made available for your information after signing a confidentiality agreement (see item 1.14 Confidentiality Agreement). You can find the NDA, among others, attached. Please send us the signed confidentiality agreement via the Mercell messaging function. In return, you will also receive the documents via the Mercell messaging function. The entire process and procedure for the tender is described in Annex C1.0 Terms of Offer and can be viewed and followed by the bidders there (see appendix).