Tenders Are Invited For Software-Related Services – Migration, Support And Operation Of The Ticketing Tool Confluence And Wiki System Jira

Software-Related Services – Migration, Support And Operation Of The Ticketing Tool Confluence And Wiki System Jira. The Required Services Include The Migration, Support And Operation Of The Atlassian Confluence Wiki System And The Atlassian Jira Ticketing Tool In Accordance With Specified Quality Characteristics / It Service Levels To The New Atlassian Cloud Platform. The Contractor Provides The Client With A Gdpr-Compliant Cloud Solution In Europe. He Is Responsible For The Entire Operation, Including The Infrastructure, As Well As The Cloud Migration. The Contractor Takes Over The Operational And Administration Tasks As Well As The Application Lifecycle Management To Ensure The Availability, Performance And Functionality Of The Applications Used, Including The Configuration And Parameterization Of The Application And The Interfaces. The Contractor Is Also Responsible For The Administration And Standardization Of Content Management Within The Confluence Wiki System. For Jira And Confluence, User Management At The Highest Level Is To Be Provided By The Contractor, With General User Management Being Carried Out By Project Administrators And An Ad Connection. Furthermore, The Client Is Primarily Responsible For Adapting And Creating Workflows, Templates, Individual Fields And Automation For Jira And Can Be Supported By The Contractor. In Principle, Efficient And Standardized Use Of Both Systems Must Be Guaranteed. - The Services (For Both Systems) Of This It Service Include In Particular, But Not Exclusively - Procurement, Provision And Installation Of The Application Software, Add-Ons And Necessary Licenses - Customizing And Other Configuration And Adaptation Services At The Application Level, Including Integration Of Middleware, Databases And Other Platform Components - Participation In The Planning/Architecture Of The Necessary More Cost-Efficient Cloud Migration - Ensuring Operational Readiness, Including Proactive Monitoring And Backup Management - System Monitoring During The Agreed Service Times As Well As Reporting And Maintenance Of Documentation - 2Nd And 3Rd Level Support, Including Escalation Management - Complete Application Operation, Including All Necessary Operational And Support Processes - Functional Operation And Technical Control, As Required, In Collaboration With The Client, Especially In Content Management - Event, Incident, Problem And Service Request Management In Accordance With The Defined Sla - Implementation Of Training Measures, At The Clients Request As An Optional Service, For Employees Of The Ags. - Change And Release Management - Security Management - Error Analysis And Resolution At Application Level - Governance Advice And Support To The Client On Infrastructure And Connectivity Issues