IT Managed Services

The Vendor is required to provide IT managed services whose proposal is most advantageous to district, considering technical approach, cybersecurity, experience, service levels, and cost.
- Management of software licensing, maintenance and renewal
1. Help desk and user support
• Remote help desk support
• On-site support, including a minimum of one scheduled on-site day per month (as needed during transition to a new provider, or as needed for service continuity if the incumbent provider is retained)
• 24/7/365 support for critical systems
• Ticketing system and customer portal
2. Infrastructure, network, and systems management
• 24/7 monitoring and alerting
• Patch management for servers and workstations
• Server and workstation administration
• Network, firewall, and wireless management
3. Security services
• Endpoint detection and response (EDR)
• Anti-malware and anti-spyware management
• Multi-factor authentication (MFA)
• Desktop and server encryption
• Security awareness training and phishing simulations
• Content filtering support (licensing may be excluded)
4. Backup and disaster recovery
• Server backup with time-based retention
• Microsoft 365 cloud backups with appropriate retention
• Backup and disaster recovery planning, including annual testing
5. Technical alignment and strategic IT (VCIO services)
• Proactive technical assessments
• Technology roadmap and lifecycle planning
• Budgeting and capital planning support
• Alignment with industry best practices.