Specifications include, but are not limited to: SCOPE OF WORK STATEMENT Each proposal submitted under this RFP should include a detailed description of the proposed solution for each of the requested services as listed below. In addition, the tableincluded as Exhibit B must be submitted with the proposal. 24X7 Tier I Help Desk Support -The Help Desk support provided should bemanaged using a recognized industry standard best practices framework such asITIL or CobiT and capable of processing 8,000 to 10,000 help desk requests peryear in a timely manner with staffing augmented, appropriately, to maintainreasonable response times during typical spikes in demand that occur around thebeginning of terms.·Campus Desktop Support Services Management - Desktop Services provideshardware and software support and training for approximately 1,250 computers onthe Alpine and RGC campuses. This includes faculty and staff computers, as wellas approximately 550 PCs in 31 labs or lab classrooms. Desktop Services manages,initiates, and implements a 4 year rolling replacement of faculty, staff, and labcomputers averaging about 225 replacement computers per year. Lab integrity ismanaged through staged hardware replacement and yearly software refreshes.Desktop Services is responsible for supporting a wide range of software applications used on campus ranging from configuration standards (OS, Office,email) to classroom specific applications. Desktop Services is also responsible for managing, maintaining, and supporting audio visual equipment and requests, including mobile media carts, mounted projectors, and projectors and laptopschecked out to faculty and staff. Banner ERP Application Management and Support - The application and serversupport includes the management of several Banner test environments to accommodate special requests by data owner teams to implement new functionality and to test 20-30 patches, upgrades and releases per month in a timely manner toresolve problems and to comply with continuously changing federal and state reporting or compliance requirements. Successful proposals should include skilled professionals to coordinate and manage this ERP support with appropriate depth of specific expertise across the numerous Banner modules within the selectedvendor's organization to maintain a high level of support for Banner services to theUniversity.
