IT Managed Service · Clyde Valley Housing Association Limited (May 2022)

The core scope includes the following:

-Advisory services with respect to the use of Microsoft cloud to support digital transformation in housing associations

-Microsoft 365, Office 365 support backed up by appropriate Microsoft gold competencies

-Full management of Office 365 including licencing. Being a registered charity Non-Profit pricing will be required. This would also need to include domain management of new and existing domain names

-Full management and support of Citrix environment

-Management and administration of M365 licensing and active asset management to set an appropriate plan and budget for device refresh and infrastructure renewals

-Physical and virtualised application / database server maintenance and support

-Monitoring and management of the current Datto backup solution inc. verification and testing of backups to ensure ongoing integrity and assurance of the backup effectiveness and ongoing ability to restore data and apps

-Management of our Sophos AV estate and endpoints

-Disaster recovery and business continuity services including the testing and maintenance of the DR plan. In the event of a major event that renders on site equipment unusable (e.g. theft, flooding, failure etc.) suppliers must be able to restore all systems (including the provision of alternative core equipment) with data restored to the latest backup within 72 hours. All data storage and retention is to meet relevant data protection legislation. There must be a minimum of one full, successful Disaster Recover Test per year with documented evidence of the test. Where appropriate, the report should include recommendations for changes/improvements to the recovery process

-Device management including patch management of end user devices and all active equipment on the infrastructure at per ITSM configuration management best practice

-End user support inc. 1st, 2nd, 3rd line 08:00-18:00 Monday to Friday for c100 users

-Active network monitoring / remote monitoring with out of hours identification, triage and resolution of all outages/faults 24x7 excluding bank holidays. Proactive checking of servers to identify potential faults and take appropriate action before the fault causes issues for users

-Asset Management

-Wireless, local area and wide area networking

-ITSM ITIL lifecycle management

-CSM, account management, road mapping and performance reporting

-Proactive and partnership approach to delivering innovation to the Association, presenting ideas, improvements and future roadmap to improve the Association’s security, resilience, network and applications.

-We will require as a minimum weekly review meetings with a Client Manager during our transition period, and quarterly thereafter with a monthly report to review helpdesk queries and SLA and KPI performance to date.

In addition, there are other services which may come online during the course of the contract. These are detailed in the ITT document.