Managed Information Technology Services

Vendors to provide comprehensive Managed Information Technology (IT), Cybersecurity, Microsoft 365, and related technology support services.
- Contractor shall provide proactive management, monitoring, maintenance, security, licensing administration, technical support and strategic technology guidance for PhilaPort's IT infrastructure and end-user computing environment.
- Service Desk and End User Support shall provide:
• Remote help desk services and technical support.
• Desk-side support as required.
• Incident management and problem resolution.
• User onboarding and offboarding support.
• Account provisioning and administration.
• End-user device support and troubleshooting.
• Escalation management and vendor coordination
- Infrastructure Management shall provide comprehensive management and support for all infrastructure components, including:
• Server administration and maintenance.
• Network administration.
• Firewall management.
• Wireless network support.
• Operating system management.
• Infrastructure monitoring and alerting.
• Capacity planning.
• System performance optimization.
• Infrastructure troubleshooting.
• Vendor management and coordination
- Change Management shall establish, maintain, and adhere to a formal change management process governing all modifications to PhilaPort's production environment. The change management process shall include:
• Documentation of all proposed changes prior to implementation.
• Assessment of technical, operational, security, and business impacts.
• Identification of affected systems, services, and users.
• Development of testing and validation procedures.
• Development of rollback and recovery procedures.
• Communication of planned outages or service interruptions.
• Approval workflows and change authorization procedures.
• Post-implementation review and documentation.
- Cybersecurity Services shall provide comprehensive cybersecurity services, including:
• Continuous Security Monitoring
• Continuous Security Operations Center (SOC) monitoring and management.
• Continuous security event monitoring and analysis, with formal trend analysis reported semiannually.
• Continuous threat detection and response
• Security incident escalation and management as required.
• Continuous endpoint Protection management
• KnowBe4 management, reporting and support