Sample scenario RFP

1. Problem Statement:

Please treat this as RFP situation and provide the complete Managed infrastructure support to run the
Datacenter Operations and End User Services. You can take any additional details as assumptions and
construct a solution. Please state the assumptions

The customer is a retail vertical looking for end to end IT infrastructure support outsourcing.
Following are the details of the requirement

The total scope of work has several service schedules. You are requested to submit proposals for
each of the schedule separately.

SERVICE
SL.NO SCOPE OF WORK SCHEDULE

1 Helpdesk/ Service desk 24 x7

2 Remote Monitoring Services 24 x7
3 Datacenter Administration 24 x7
4 End User Support Services 8X6
5 Transformational services

High level Scope:

• Customer has 200 stores within a single state,

• Datacenter support – 2 DC Primary and DR DC.
o OS support Linux and windows (2000 Servers) (majorly virtualized, Smart hand
support not required)
o Network Support including Network Security (200 Network gears, Firewall) o
Database support (Oracle and MSSQL) (50 DB servers and 250 Database) o Assume
infra apps like email, AD, SharePoint
o Business application hosted in DC with Business SLA of 99.95% availability
• End User support o Service Desk (24x7) o Remote Desktop Support (16x5) o EUC - Store
support
• Tools used: All tools (ticketing, Monitoring and Remote SD), are provided by Customer
• Service levels to be defined by the vendor
• Currently this is delivered through in-house team
• Support required for 24x7 support

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Customer is looking for the following

• Industry standards on running the IT organization for retail

• How vendor helps CIO to enable business
• Delivery methodology and approach
• Should have thought leadership in transformational initiatives
• Team composition and Effort (Monitoring and Management)
• You can use PPT for the solution crisp <10 slides
•

This should be a compelling proposal for CIO to take to his board for approval

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