End User Productivity and Service Desk Services

Through this RFT, the Department is seeking a Service Partner that will supply End User Productivity and Service Desk Services for the purpose of providing end user productivity and collaboration capabilities to End Users, and the Department’s single point of contact IT service desk that supports the Department’s MVE.

The Services include:

• End User support channel Services, End User technical Services and unified communications services;
• a Service Establishment Plan to evolve EUPSD capabilities through a series of capability releases and starting with a defined baseline capability. This includes EUPSD Service Partner working with the Incumbent Service Partner on an agreed Disengagement process;
• intergation with contemporary ICT delivery practices including Agile or DevOps ways of working, including the Department-specified Agile delivery framework; and
• enhanced monitoring to detect and respond to events across all layers of the Department's ICT infrastructure, network and applications.