Information Technology Service

The Vendor is required to provide information technology service management (ITSM) for end-users, which includes, but is not limited to desktop, server and storage, database, and cloud support.
- Integrate, and manage the ServiceNow cloud-based ITSM solution, which is and shall continue to be used as the backbone for all required ITSM services.
- Provide IT managed services to support its end-user, desktop, server, storage, database, and cloud environments within a Service Level Agreement (SLA) driven framework.
- Integrate with and manage the Authority’s existing platform (ServiceNow) to serve as the backbone for all services.
- Shall include, but not limited to:
• Service Desk and Request Aggregation
• End-User Computer
• Windows / Azure Virtual Desktop (VDI)
• Servers & Storage Management
• Database Management
• Cloud Management (Azure)
• Enterprise Service
• Asset Management
• Hardware and Software Acquisition Management
• Security Management
• Governance
• Continuous Improvement and Automation
• Existing ServiceNow Instance – Integration & Enhancement Required
- Provide off-hour support for Office 365 users. Current monthly call volume is approximately 4,000 calls.
- The service desk shall provide 24/7/365 inbound and outbound call center support.
- Emergency Operations Center (EOC) surge requirement: The selected contractor shall be required to provide IT support staffing in times of emergency surge during Authority declared Center activations (e.g., significant weather events).
- Resolve incidents on-site and remotely through direct end-user interaction. Coordinate between Hardware Acquisition Vendor(s) and Original Equipment Manufacturer (OEM) for hardware and software requests, including mobile support, patching, and moving computing equipment from one Authority location to another.
- Work Order Field Technician Staffing: The current managed service model for the End-User computing tower includes field technicians and dedicated project managers performing work order activities. These resources support Desktop Support - Hardware Refresh Assessment, and Additional Hardware Resource functions. Respondents must demonstrate the organizational capacity to staff a comparable field technician model.
- Windows / Azure Virtual Desktop (VDI): Provide full managed support for Virtual Desktop Infrastructure (VDI) consisting of 23 host pools with 74 active session hosts averaging 334 users (average 200 concurrent). The selected contractor shall manage both Windows Virtual Desktop, VMware, and Azure Virtual Desktop environments.
- Server and Storage Management: Patch management, server set up and configuration, preventative maintenance, back up, restoration, and data replication, performance and capacity management, and IT business continuity and disaster recovery. Server management (Physical) encompasses 542 physical servers throughout the Port Authority facilities and data centers. Server Management (Virtual) encompasses both on-premises virtual servers approximately1000) and Azure virtual images approximately 400), with a blended support team model across on-premises and cloud.
- Database Management: Patch management, support and administration, back up, restoration and data replication, security functions, performance and capacity management, software upgrades, and IT business continuity and disaster recovery.
- Cloud Management (Azure): Provision, operate, monitor, configure, and manage cloud resources including Infrastructure as a Service (IaaS), Software as a Service (SaaS), and Platform as a Service (PaaS).
- Required to provide Azure Architect and Azure Engineer to implement and monitor the Authority’s required Azure policies, settings, backups, patching, and alerts. An Azure Project Manager will work alongside the Azure Architect to evaluate on-premises application migration feasibility and promote cloud-native solutions.
- Enterprise Services: Provide application virtualization and domain name services, anti-virus and endpoint security management, enterprise directory, file, and print services, multi-factor authentication services, secure File Transfer Protocol (FTP) services, and secure media disposition, software distribution, and system monitoring.