IT Managed Services

The Vendor is required to provide IT managed services provider to partner with its internal technology and digital services (“TDS”) team to deliver IT infrastructure and operations support (desktop, laptop, network, server, ups), security, productivity tools (Microsoft office 365, SharePoint, MS teams), service desk, a service management tool and deskside support.
- Information Technology (“IT”) managed services which would include technical support for services related to service desk, deskside support, IT service management toolset, IT infrastructure and operations support (desktop management, network management, server management, storage and backup services, remote desktop, security management, remote access, mobile device management, telephony support, m365 toolset management (office 365, SharePoint, MS teams), emergency communications center support and incident management team (IMT) support.
- The consultant will be responsible for:
• Managing vendor relations and working with other county retained consultants, third party vendors and internal departments;
• Providing updates and meeting minutes for consultant-led governance/project meetings;
• Creating and maintaining industry standard documentation for projects, governance meetings and operations (i.e. decision logs, agendas, minutes)
• Coordinating, attending or facilitating meetings as required;
• Documenting processes, keeping knowledge articles up-to-date and providing electronic and paper records;
• Providing monthly reporting as requested;
• Follow service management processes;
• Project management services as required;
• Meeting or exceeding service levels as defined in service levels;
• Providing information required to support the county’s budget and year end activities;
• Turning over all standard operating procedures, business processes, user documentation, records and data in all forms to the county upon contract completion;
• Assist with the hand-off upon notification of contract expiry or termination; and
• Other tasks or activities as deemed relevant by county.
- The tool shall include:
• IT incident management
• Service request management
• Change management
• Knowledge management
• Service level management
• Service portal (service catalogue)
• Asset management (hardware/software)
• Configuration management (CMDB)
• Ability to connect to other ITSM systems
- Incident management
• The consultant will follow parkland county’s incident management processes (includes incident escalation)
• All incidents will be logged into the service management tool and prioritized according to impact and urgency and/or VIP status.
• Incidents can be logged by the service desk, support teams, and automatic event management alerts.
- Problem management
• The consultant will follow parkland county’s problem management processes (future development)
• Incidents will be reviewed to proactively identify problem tickets.
• Track, analyze and report problem ticket trends
• Identify solutions and/or workarounds for problems
• Create and maintain a known issue database to be access by all IT support teams.
- Change management
• The consultant will follow parkland county’s change management processes
• Changes will be logged, assessed for risk and impact and approved by the county’s change advisory board
• Emergency changes will be reviewed and strategies applied to reduce the volume of emergency changes.
- Knowledge management
• The consultant will develop and maintain knowledge articles for all in-scope services for service desk, support teams and users
• Knowledge articles will be regularly reviewed to ensure accuracy of support information
• Knowledge articles will be maintained and managed in the service management tool
• User focused knowledge base articles will be available for users in the IT service portal and will be written in plain business language
- Asset management (software/hardware)
• The consultant will follow parkland county’s asset management processes
• Assets and license information will be tracked and kept up to date and accurate
• Purchase software and hardware as requested and approved by the county
• Hardware and software purchases with county approval
- Event management
• Alerts are logged in the service management tool
• Proactively monitoring IT infrastructure alerting on potential issues
• Responding to IT events, ensuring minimal disruption to operations
• Manage end-to-end lifecycle of IT events (from initial detection to diagnosis and problem resolution)
• Provide automated responses to events as appropriate
• Conduct trend analysis for proactive problem management
• Communication with the county on events, their status and potential impacts configuration management database (CMDB) – future item
• The consultant will propose and support the county to implement a CMDB within the service management tool
• Service relationships will be established in the CMDB
• Where possible, the use of automation for discovery and updates to the CMDB will be implemented
- Support the county implementing and operating the CMDB to include:
• Core assets (hardware, software, and network infrastructure and cloud services)
• Map relationships and dependencies
• Collect and manage configuration details (hardware/software versions, change history and service relationships).
- provide a 24/7/365 Service Desk service, including a toll-free telephone number, and provide a single point of contact for all County employees and contractors for IT support and service requests.
- The Service Desk is to provide value to TDS and the business focusing on service excellence and customer satisfaction. 
- The Service Desk provides:
• Tier 1 support for incidents and the fulfilment of service requests supporting a multichannel approach;
• Conducts initial triage and troubleshooting on a wide range of technology issues;
• Escalates unresolved incidents and requests to the correct support teams (internal and external)
• Identifies trends in incidents to support problem management
• Identifies improvements to processes and workflows to create efficiencies, including the use of automation and artificial intelligence
• Measures user satisfaction.
- Contract Period/Term: 2 years
- Intent to Bid Due Date: Aug 8th 2025 
- Questions/Inquires Deadline: July 29, 2025