Specifications include, but are not limited to: The State’s objective is to obtain services from a Contractor who will provide qualified staff to: • Analyze the current backlog of tickets and provide a plan to reduce that backlog to an acceptable number within the first 12 -18 months, • Maintain the daily, monthly and annual operations of the SAP systems and environment required to support MIITAS, • Serve as the primary contact and maintain effective working relationships with the State’s chosen cloud hosting vendor • Achieve support that is predictable and of a consistently high quality, • Deliver services and support that are measurable and that meets or exceeds the State’s performance metrics, • Operate application maintenance and support the organization in a manner that would be appraised at a Capability Maturity Model Integrated (CMMI) maturity level 3 or higher. • Operate and deliver solutions for MIITAS at costs that are efficient. • Ensure flexibility in terms of the level of application support and services shared between Contractor and State staff, • Establish and continually provide high quality service levels to the end-users and customers, and • Achieve low risk entry into new technologies, services and/or development methodologies.