Provision of End-user Computing and Data Centre IT Infrastructure Managed Services

The ECB is launching this public negotiated procurement procedure to transfer its IT Infrastructure Services to a Managed Service Provider (MSP) as the future Contractor who takes over the activities and responsibilities for the operation, maintenance and support of the Services in scope from the current MSP contract including support of migration into ECB´s cloud-based DevOps service structure and Digitization model.

The Services in scope (Service Towers) are clustered according to the following main service structure: 1.

Service Desk – mainly 1st Level support, Incident & Service Request Management, Self Service functionality, Customer Satisfaction Surveys, Knowledge Management and Virtual agent (AI); 2.

Data Centre on-prem Services – mainly Server-, Storage-, Database Management, end-to-end integrating with application (product) and business teams for all IT services; 3.

Digital Workplace – mainly Desktop & Laptop Services, Mobile Device Services, Workplace Software Services, Remote Access & VDI Services, Collaboration Services; 4.

Network Services – mainly WAN, MAN, Internet / Public Cloud Network Operations, Network Security Services like firewalls, load balancers, proxies, LAN/WLAN & Client for remote access Services; 5.

Rate Card Services – mainly optional project activities in the above-mentioned Service areas; 6.

Cross-functional Services – mainly Service Management processes and work models associated with ITIL and DevOps Framework, Security/SASE Services, Business Continuity Management.

The Services delivered by the future Managed Service Provider (MSP) shall seamlessly integrate into the ECB’s existing service and process structure..