Ausschreibungen

DANTE Operations designs, plans, builds and operates advanced networks for the research and education (R&E) community across the globe (the European GÉANT network is the most significant) and supports the development and operation of network-centric and application-based services. Its Operations Centre works together with the rest of DANTE Operations to maintain the R&E networks and the user services supported by DANTE. The Operations Centre has five key roles: 1. To diagnose & resolve issues reported by users to ensure that SLA's and KPI's are adhered to in order to maximise service availability; 2. To diagnose and resolve network alarms to ensure the highest levels of network availability are maintained; 3. To proactively monitor the network for any event that either affects or could potentially affect network quality and take actions to maintain very high levels of service availability; 4. To diagnose & resolve security incidents; 5. To support network-centric and application service requests by users. The Operations Centre (OC) comprises two tiers of support: - 1. 1st line Service Desk (currently outsourced and the subject of this tender process); - 2nd line Engineering support. The current Service Desk (SD) provides a 24x365 service as the first point of contact for all new incidents. The SD manages phone calls and e-mails from users, vendors and suppliers. The Service Desk is currently outsourced to a telecommunications managed services provider. The Service Desk's responsibilities are to: - Manage telephone calls from users, vendors and suppliers such as NRENs, equipment vendors, housing facilities, supplier NOCs, field engineers, etc.; - Manage emails from users, vendors and suppliers such as NRENs, equipment vendors, housing facilities, supplier NOCs, field engineers, etc.; - Create tickets for incidents displayed by the DANTE Network Management Systems and progress/update or escalate these accordingly. This function will likely be automated in the future; - Carry out basic trouble isolation of certain incidents as prescribed by work procedures and raise tickets with appropriate vendors or suppliers; - Monitor ticket/incident progress and update tickets according to SLAs; - Provide updates as appropriate to users (normally by email from the ticket system); - Carry out various ad-hoc tasks such as arranging access with site providers for engineers and managing equipment delivery arrangements with sites; - Conduct quarterly service reviews; - Provide monthly reports. The Operations Centre generates approximately 900 tickets per quarter of which 300 are generated out of hours. Currently tickets are all generated manually from incidents. In the future, the DANTE OC will be enhanced by greater automation which will result in the reduction of manually raised tickets by 30%. The new Service Desk will undertake more ticket status updates and less ticket creation. Service Level Guarantees (SLGs) will be set against ticket response times. DANTE are looking for a single supplier who can provide a 1st line Service Desk function as part of the Operations Centre. Higher Tiers of support will continue to be provided by other functions in DANTE Operations. The working language of the 1st line Service Desk must be English. Suppliers are requested to propose and cost either or both of two Solutions: 1. A Service Desk that operates 24 hours per day, 365 days a year; 2. A Service Desk that operates from 6pm to 8am Monday to Friday and 24 hours over weekends and common European Bank Holidays. It is preferred that the proposed solution will utilise DANTE's trouble ticketing system (TTS). If a supplier wishes, it may propose the provision of a ticketing system as an additional option. However suppliers who cannot provide a Service Desk using DANTE's TTS will not be considered. The contract will be awarded for 12 months with options to extend for two further periods of 12 months each. Tenderers are required to register with the DANTE procurement portal (www.dante-procurement.net) in order to access the PQQ. All communications will be via the eProcurement portal.

DANTE Service Desk

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