Source: https://tendernation.io/opportunities/01a13b8b-7111-70db-994d-2aa3d2284e0d/ict-support-service-contract awarded GB restricted procedure # ICT Support Service Contract [OFCOM](https://tendernation.io/buyers/ofcom) Estimated value £44,000,000 Published 16 Feb 2022 Deadline Closed 5 May 2021 ## About this tender The Contract is for standard ICT services with a tailored delivery model: - Governance & Relationship Model - The Supplier will need to deliver the services in accordance with a number of key principles, target outcomes and service levels.” - Standard Operational Services – Silent Running – Service 1 Service Management Services, appropriate to the scale and nature of the Authority’s business, and ICT activities that shall include, at a minimum, the ITIL processes and supporting procedures, required by an organisation to design, plan, deliver, operate and control Information Technology (IT) services offered to users. Ofcom requires a high level of system availability and stability in an environment that is of necessity constantly evolving. - Operational Services Delivery – Service 2 - Ofcom has a very high focus on cyber security due to its high profile and threat level. This necessitates a continuous focus on an aggressive plan (and execution of) for infrastructure, systems and cyber security patching; - Change is a constant and must be carefully managed in a highly integrated, fast paced environment; - A “Fix First mindset” with regards to the delivery of the service is critical to success; - The Supplier will ensure that any spare capacity in operational services, will contribute to the “Nice to Have” programme of work, followed by project delivery; - Ofcom requires a Continuous Service Improvement Process (CSIP) that is actively reviewing systems and processes with a view to increasing automation, improving services while reducing risks and weaknesses; - Ofcom has a number of specialist Spectrum management and licensing applications that require a high level of local knowledge which Ofcom expects the Supplier to attain, in order to manage and maintain these specialist systems; and - Ofcom’s other Strategic platforms are (platforms are subject to change): - Microsoft’s Suite of Applications, including Azure and Office 365 - ServiceNow - Salesforce - Workday (HCM & Finance) - Project Delivery Methodologies – Service 3 The Supplier must execute a highly proficient working knowledge of Change and Project development methodologies and processes covering Waterfall, Agile, DevOps and CI/CD, as well as processes to transition change to production services. - Continuous Change, DevOps and Project Delivery – Service 4 - Ofcom requires a resource pool to help scope and then deliver, change and projects across its strategic platforms. This team is expected to be multi-skilled to provide the flexibility to scale up/down as required to meet fluctuating demand across platforms; - Quality assurance and testing processes, automation toolsets and resources; - An Integrated Service Introduction processes that encompass Service Management and Project delivery to ensure timely and effective releases and post-live processes; - Development and implementation of Authority requested changes utilising DevOps and incorporating CI/CD, testing and implementation of corrections and changes to applications; and - Deliver agreed programmes and projects within agreed scope, budget and timescale. - Transition Services Knowledge transfer, including reverse shadowing and transition from the incumbent supplier within the Transition window. Read full description ## CPV classification Computer-related services Computer equipment and supplies Networks Wireless telecommunications system Networking, Internet and intranet software package IT services: consulting, software development, Internet and support Hardware consultancy services Software programming and consultancy services Data services Internet services Source Find a Tender (UK) · Notice ocds-h6vhtk-029f88-2022-02-16T22:45:05Z [View official notice](https://www.find-tender.service.gov.uk/Notice/ocds-h6vhtk-029f88-2022-02-16T22:45:05Z) Never miss a tender like this again Get AI summaries, deadline alerts and a bid pipeline for tenders matched to your business. Free to start. 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