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It Services: Consulting, Software Development, Internet And Support – Sse Service Desk, End User Services, Cloud Operations And Siam Services. The Authority Is Undergoing A Service Transformation Journey, Titled Programme Compass, To Ensure That The Authority Can Meet The Changing Needs Of The Business As Applications Are Modernised And A Cloud First, And Cloud Native Strategy Is Adopted. As Part Of Programme Compass, The Authority Intends To Implement A More Focused, Responsive And Customer Centric Eus (End User Services), Sd (Service Desk), Cloud Operations, And Siam (Service Integration And Management Services). The Authority Currently Outsource End User Services And It Support Services To Two Main Providers, With One Providing Service Desk & Deskside Support, Desktop Device Support, Service Management And Cloud & Infrastructure Services And The Other Providing End User Services Through A Leased Model For Laptops And Mobiles/Tablets. The Authority Has Made The Strategic Decision To Retender These It Services, With A View To Improve The User Experience, Improve Efficiency And Effectiveness, And Enable Delivery Of It Services In A More Seamless Way. The Authority Is Also Moving Towards A Hybrid Siam Model. In This Model, The Applicant Will Act As A Service Integrator (Si), Whereby The Applicant Focuses On Operational Execution Of Key Siam Services, Whilst The Authority Governs And Owns Them. The Service Will Support ~20,000 End Users (Including Up To 5% Vip Users Seeking Priority Services) Across 350 Geographically Dispersed Sites In The Uk, Republic Of Ireland, Netherlands, Poland, Spain, France, Italy, Greece And Japan (Note That The List Of These Service Locations May Be Subject To Change Within The Contract). The End User Device Estate Includes Large Corporate Offices And Operational Facilities, With The Breakdown Of Users Consisting Of: 16,000 Laptops, 1,800 Desktops / Mini Pcs, And 14,500 Mobiles / Tablets. All Stated Volumes Are Indicative And Subject To Change Throughout The Procurement Process. As A Service Provider Delivering The In Scope It Services To The Authority, The Applicant Will Need To Deliver Service Management Capabilities In Accordance With The Authoritys Processes, Policies And Standards. Such Documents Shall Be Shared At The Itt Stage. For Assurance Of Supply Of Services For Service Desk, End User Services And Cloud Level 2 Operations, The Authority Intends To Within 6 Months Or As Early As Possible From The Effective Date (As Defined In The Contract), Have Transitioned All Services To The Selected Service Provider. The Scope Of Services Is Structured Into Five Service Towers As Follows: Service Tower 1: Service Desk Services Service Tower 2: End User Services Service Tower 3: Service Management Platform And Data Services Service Tower 4: Cloud Level 2 Operations Service Tower 5: Service Integration And Management Services The Authority Reserves The Right To Exclude Service Tower 5 From The Scope Of This Tender In The Next Stage Of The Procurement. Further Information On The Background To Authority And Service Overview Details Specific To Each Servic
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