Denmark – IT services: consulting, software development, Internet and support – Udbud af kontrakt om it-arbejdspladser, enhedsadministration og servicedesk

Denmark's Nationalbank (”Nationalbanken”) is Denmark's central bank. Nationalbanken's operations are based on the Act on Denmark's Nationalbank from 1936, according to which Nationalbanken is tasked with maintaining a safe currency system in Denmark as well as facilitating and regulating money turnover and credit provision. This task description is still comprehensive for Nationalbanken's role and responsibility as a central bank. Nationalbanken performs a number of socially critical tasks, including the operation and supervision of critical payment infrastructure as well as the exercise of central monetary policy functions. The processes, systems and data that support these tasks are of decisive importance for the financial stability and confidence in the Danish financial system. Nationalbanken's business needs must ensure that the contract supports a high level of delivery security, robustness and continuity in the delivery of the Services. The supplier is therefore expected to demonstrate a proactive approach to both daily delivery and the handling of risks, improvement opportunities and technological development. Nationalbanken has a high focus on information security, and the Supplier must ensure a security level that corresponds to that found in comparable organisations with a similar threat picture. Nationalbanken's security requirements apply to all deliveries and activities carried out for or on behalf of Nationalbanken as part of the delivery of the Contract's Services. This places high demands on security, robustness and operational resilience. For this reason, it is required that the Supplier be certified according to ISO/IEC 27001:2022 or an equivalent international standard throughout the contract period. Furthermore, the Contract requires the Supplier to comply with SWIFT CSP requirements and be able to document this compliance to both Nationalbanken and SWIFT. Nationalbanken uses Microsoft-based technologies and tools as a starting point in its IT architecture and system support. Furthermore, Service Delivery Management is based on ITIL v3 principles and processes. The Contract aims to establish a supplier collaboration for the delivery of services related to IT workstations, unit administration, onsite support and service desk. The IT workstation includes, among other things, the delivery and support of desktop computers, laptops, and peripheral equipment as well as service desk functions and related operational and support services. In addition, support for tablets and smartphones. In connection with the implementation of Windows 11, Nationalbanken has carried out a major replacement of older units, which has resulted in a significant modernisation of Nationalbanken's PC portfolio. This concerns a high-end PC model, which is delivered to all employees and external consultants. The Supplier is to acquire ownership of certain assets (hardware) in this connection. The Supplier is to function as a central point of contact (Single Point of Contact) for the included services and enter into close collaboration with Nationalbanken's internal functions, Nationalbanken's Service Integrator and other suppliers. Nationalbanken uses a multi-supplier setup and the Supplier must therefore support effective integration and collaboration with other suppliers, including relevant service management processes and tools. The Customer makes the Customer's ITSM solution available to the Supplier for use in the subsequent delivery of the Services. The Supplier is to use Nationalbanken's ITSM solution for the processes, case registrations, knowledge articles, updates and activities that Nationalbanken specifies. Likewise, Nationalbanken makes a collaboration platform available to the Supplier for use in the collaboration between Nationalbanken and the Supplier. The Supplier may be met with requirements for observation of the business transfer act.