Specifications include, but are not limited to: 1) Data Center Services • Configuration and support of servers and storage subsystems • Backup and recovery operations • Batch operations • Database administration (physical) • Middleware administration • Patch and update management 2) Monitoring and Event Mgmt. Services • Centralized enterprise monitoring from an operations and event management center • Monitoring of network devices and data center configuration items • Event management (for non-security events) 3) Network Services • Configuration and support of WAN / LAN devices (e.g., routers, switches, wireless access points) • Data Center Network & Support • Patch and update management • Remote support (e.g., L2-L3 and remote request fulfillment) • Dispatch support and MACDs (e.g., break/fix and onsite request fulfillment) 4) Managed Security Services • Centralized monitoring from a security operations center (SOC) • Security information and event management • Threat intelligence and analytics services 5) Identity and Access Mgmt. Services • IAM authentication support • IAM provisioning support • Cryptography and enterprise key management • Active Directory management and administration 6) End User Services • Image engineering and conventional device (e.g., laptops, desktops, workstations) imaging • Configuration and support of conventional devices • Patch and update management • Remote support (e.g., L2-L3 and remote request fulfillment) • Field support and MACDs (e.g., break/fix and onsite request fulfillment) 7) Service Desk Services • 24x7 Level 1+ support • Tools 8) Unified Communications • Voice telephony support (IPT and TDM) • Contact Center Platform • Email • Instant Messaging, Presence, and Chat • Collaboration • Audio Conferencing • Video Conferencing 9) Maintenance • Ongoing support (to resolve incidents/problems faced by business users and to perform improvements) of the applications portfolio (i.e., “to keep them running”) at very high availability 10) Cross Functional Services • Definition of Architecture, Standards, & Design • ITIL Process Compliance: Compliance with requirements across ITIL processes (e.g., incident management, problem management, request fulfillment, change management, release management, configuration & asset management) • IT Security: Compliance with security policies, standards, and guidelines, including the response and resolution of security related incidents • Business Continuity: Compliance with data backup and recovery requirements • Risk & Compliance: Compliance with UCONN Health risk management and compliance requirements, including assistance with audits • IT Service Management System (ITSMS) tool • Configuration Management System (CMS)