IT Managed Services

The Vendor is required to provide managed services providers (MSPs) for IT managed services.
- Requirement:
1. End-user and service desk services
• Service desk (tier 1 / tier 2) support
• Incident and request management
• Desk-side and field support (where applicable)
• User provisioning and access management
• Endpoint setup, lifecycle, and support
• Knowledge management and self-service enablement
2. IT service management (ITSM)
• Incident, problem, and change management
• Service request fulfillment
• Sla and performance tracking
• Service reporting and analytics
• Continuous service improvement practices
3. Infrastructure and platform operations
• Cloud and on-premises infrastructure support
• Server, storage, and network operations
• Monitoring, alerting, and event management
• Identity and access infrastructure (operational support)
• Capacity and performance management
• Vendor coordination for infrastructure-related incidents
4. End-user platforms and collaboration tools
• Microsoft 365 and collaboration platforms
• Telephony, mobility, and conferencing solutions
• Endpoint management tooling
• Adoption and optimization support
5. Backup, disaster recovery, and business continuity
• Backup monitoring and validation
• Restore and recovery support
• Participation in recovery testing
• Reporting on backup and recovery health
6. Additional capabilities
• Application support (tier 1 / tier 2 where applicable)
• Cross-functional collaboration across IT, OT, data, and security domains
• Operational reporting and service analytics
• Continuous improvement and service optimization
• Support for modernization and transformation initiatives.