Outsourced ICT Infrastructure Management and associated Services

Description

Scope: Description: Please refer to the Pipeline Notice published on 2nd April 2026 for contextual information about Worcestershire Acute Hospitals NHS Trust. Worcestershire Acute Hospitals NHS Trust intends to undertake preliminary market engagement (PME) in advance of a forthcoming re-procurement exercise for the provision of a portfolio of already-outsourced IT and digital services that will collectively support end‑user technology, infrastructure, operations, cybersecurity, and service management. Information about the PME process and expected activities can be found below, under the heading “Pre-Market Engagement”. The current expected scope of service includes provision, management, and continuous improvement of the following service areas: ITSM Tooling & Service Desk Provision and management and operation of a full 24×7×365 service desk including telephone, webchat, portal with self‑service capabilities, leveraging AI and automation. Service Management Functions End‑to‑end IT, ITIL aligned, service management, including incident, request, change, configuration, and problem management; major incident handling; release and deployment management; knowledge and asset management. Workplace & End‑User Services User Experience focussed provision and support of PCs, laptops, tablets, and mobile devices; user experience analytics; build and patch services; field engineering and Tech Bar support; Active Directory management; and evergreen refresh activities. Infrastructure Services Management of on‑premises hosting, VMware platforms, monitoring and event management, capacity and availability oversight, patching and backup services, and Azure cloud services. Networking Services Provision and maintenance of LAN, WLAN, network monitoring, management, maintenance, incident response, and installation services. Security Services & Cyber Operations Security event management, security management planning, vulnerability management, compliance reporting, risk management, cybersecurity programmes, business continuity, service continuity, and disaster recovery support. Infrastructure & Technology Projects Agile delivery support, portfolio management, service transition, project coordination, technical resource provision, and overall project management for delivery of infrastructure programmes. Architectural Support Road‑mapping, innovation forums, project assurance, and obsolescence management. Additional Services ITSM platform provision and management, managed print services (MFDs, scanners, printers and specialist printers). Depending upon the particular service in question, the services will need to be provided both on-site - across the Trust’s premises and any external data centre locations used by the Trust - and remotely.