In addition to technical and operational services, this invitation to tender covers other needs:
— service desk,
— IT service management processes,
— security management services,
— provision of training sessions, workshops and translations,
— project management office and related support services,
— takeover from the incumbent ITSM2 lot 1 contractor and handover at the end of the contract,
— maintenance and development of necessary tooling to support the services included in the contract,
— service strategy and transformation processes, to ensure continual service improvement (CSIP); taking into account the expected long duration of the contract, this is to re-align IT services to evolving business and policy needs of DG Taxation and Customs Union, making best use of available technologies and methodologies.
All the above must be supported by coordination services, given the number of actors involved with DG Taxation and Customs Union IT systems (contractors, national administrations, Commission DGs and agencies, etc.).