rfp 2019 /s/039
TRANSCRIPT
RFP 2019 /S/039 <Managed Network and Workplace Services>
Annex 2
Current ICT Infrastructure and Services
RFP 2019/S/039: <Managed Network and Workplace Services>
Annex 2: Current ICT Infrastructure and Services
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Current ICT Infrastructure and Services
This Annex provides information about the current GCF ICT infrastructure architecture and lists the
ICT services delivered through the current service supplier and the list of the current ICT inventory. This as-is-status is intended to provide the Suppliers with a baseline of the current services provided at the Client’s headquarters. The current ICT service supplier supports about 400 end-users (both onsite and remotely). The Suppliers for Lot A and Lot B should provide proposals that will transform the current as-is-status of the services into a “to-be” environment that addresses the requirements described in the SoW (Annex III) and other annexes of this RFP. 1.0 Current GCF ICT Network and Cloud Architecture
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2.0 Current ICT Services The current ICT service supplier has established and installed ICT’s current infrastructure at the Client’s headquarters in Songdo (South Korea). The current ICT service supplier provides the Client with the following ICT services: 2.1 ICT Management Services
2.1.1 Routine Maintenance and reporting
Service Sub-Area Service and Support details
Routine maintenance
• On a monthly basis, plan routine maintenance and inform Client ahead
of time
• Ensure that routine maintenance has minimal impact to business
continuity and should be planned preferred for weekends.
Reporting on maintenance • Submit the planning report before execution
• Submit the result report after execution
2.1.2 ICT Resource Management (Log Management)
Service Sub-Area Service and Support details
Resource configuration log • Maintain inventory log which details the specifications and version
control of ICT resources H/W, S/W and N/W infrastructure
• Maintain change log which records the purpose, scope, priority of
changes approved, change approval authority, etc.
Backup and performance log • Maintain failure log by equipment and by failure type and which
detailed description of failure.
Report and review log • Maintain log on the reporting/reviewing and delivery management
2.1.3 Backup Management
Service Area Service and Support details
Full Backup • Create full backups of selected files, folders and directories
Differential Backup • Backup changed data from the last full backup
Incremental Backup • Backup changed data from the previous backup
2.1.4 Security Management
Service and Support Area Service and Support details
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Server Security
• Implement security policy on a user account and password
• Control system access permission levels
• Control file system security levels
• Manage system configuration and apply required security patches
• Analyze system log, audit and access controls
• Install server security software
Network Security • Manage firewall system and ACL
• Filter suspicious packets, delete unnecessary demons/services
• Manage network logging
Package and SW Security • Control access and permission level
• Access control by applications, timeslots and/or work responsibilities
• Manage the usage status of application
• Control user authentication
PC Security • Manage PC security (passwords, screen saver, etc.)
• Install Anti-virus solutions
2.1.5 Risk Management
Service and Support Area Service and Support details
Risk analysis and report
• Provide complete diagnosis of network performance upon request of
Client
• On behalf of the Client, conduct detailed diagnosis of systems
developed by external vendors
Transition period • At the end of the contract period and in case other service providers
will take over, then we will the current Supplier will continue to
provide services until completion of the transition period
2.2 Administration and Operational Services
2.2.1 Front-End Administration and Support
Service and Support Area Service and Support details
Service Desk
• Service hours:
− Core service hours
08:00 – 19:00 KST (Weekdays)
− Extended service hours
During Korean Holidays (one staff - if not Client holiday)
− Extended service hours (outside core service hours - upon prior
Client request with overtime compensation for Supplier)
• Asset/User management and service request ticket management system
via ServiceNow ITSM solution.
• Service Requests via email, phone calls and ServiceNow ITSM Service
Portal
Laptops/Desktops & Accessories • Manage lifecycle of laptops/desktops for the Client and coordinate with
the hardware vendor warranty and maintenance issues.
• Stock laptop/desktop & accessories sets based on Client’s requests for
rental or purchased equipment
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• Test and prepare laptop/desktop sets: configure OS, pre-installed
software, drivers, network settings, active directory settings, O365 office
suite and SharePoint for Windows devices
• Issue laptop/desktop & accessories sets to new users and collect the sets
from users leaving the organization
• Administer the repair of broken equipment
• Administer lost equipment
• Manage laptops/desktop & accessories stock status with Asset
Management:
− Notify Client team to prepare purchase of additional equipment to
cope with increased number of staffs in timely manner
− Inform GCF ICT team of the equipment required based on
predefined lifecycle period.
MFP & Printers • Connect XX MFPs to GCF internal network with fixed IPs and to
telephone lines for FAX
• Connect additional printers to GCF internal network
• Configure SMTP settings for sending scanned documents to email
• Install printer drivers to user's laptops
• Replace printing supplies
• Call HP support engineer on maintenance work
• Provide quotation for purchase of additional MFPs or printers upon
request from GCF
• Connect additional printers to GCF internal network with fixed IPs
• Push the latest printer drivers and settings via MS SCCM
• Arrange HP care pack (vendor warranty) for MFPs
• Manage supply (toner, paper, supply kits) status via Asset
Management or ITSM solution and MFP management web interface to
support timely purchase of those supplies
Anti-Virus Protection
• Manage anti-virus solution licenses for Client laptops
• Push the anti-virus solution and updates via network agent via MS
SCCM.
• Implement anti-virus policies for different user-profiles defined by the
Client
Cloud Video Conferencing
Solution and Systems
• Manage, administer and support BlueJeans Cloud Video-Conference
Service
• Manage, administer and support Microsoft Skype for Business &
Microsoft Teams Cloud Video-Conference Services. Skype for
Business is in the process of being replaced with Microsoft Teams.
• Manage, administer and support CISCO Webex Cloud Video-
Conference Service
• Support connectivity from any other platform
IP-Telephony
• Manage IP-Telephony device and licenses
• Monitor PoE switch statuses usage
• Periodic Update IP phone device firmware
• IP phone device replacement in case of hardware failure
• Group call settings by team
Wi-Fi • Manage, administer and support Encrypted SSID 1
• Manage, administer and support Public SSID 2
• Special SSID management during board meeting
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Internet
• 500Mbps ISP1 internet line management (Primary)
• 100Mbps ISP2 internet line management (Secondary)
• 5 Mbps ISP3 internet line management (CCTV Control)
• Periodic ISP1, ISP2, ISP3 Speed Assurance Check
• ISP1, IPS2, ISP3 Internet Quality Management during Board Meeting
• Manage and support special internet line for real-time streaming
during Board Meeting
• Manage and support special internet line for Skype Connect. Skype
Connect is in the process of being replaced with Microsoft Teams
Enterprise Voice.
Mobile Phone Management
• Manage mobile phone devices lifecycle management for the Client
• Coordinate with mobile phone providers on warranty and repair issues
First Level Support to GCF
developed Business Systems
• Receive admin and support training and admin manual for knowledge
transfer from internal and external system developers.
• Provide admin support including user management and 1st level
troubleshooting for Business Systems
2.2.2 Back Office and Cloud Administration and Support
Service and Support Area Service and Support details
Active Directory (AD)
• Admin AD information according to the changes of user status
(permission level, termination of contract, etc.)
Active Directory Federation
Services (ADFS)
• Admin for this service which provides seamless synchronization
between onpremise system and cloud-based system
Okta Single-Sign On and Multi-
Factor-Authentication (MFA)
• Manage and administer the Okta Single-Sign-On and MFA SaaS
service for the Client.
• Setup new applications or services so they can be accessed by the
Client’s employees via the Okta MFA services
DNS (Internal & External)
• Maintain internal DNS server and external cloud DNS service for
gcfund.org domain
• Support registration and administration of DNS configuration
DHCP (Dynamic Host
Configuration Protocol)
• Maintain internal DHCP server for GCF Clients (Laptops, Mobile
Phones, IP phones)
MS Office365
• Install 365 Office Suite to GCF laptops
• Create, modify and deactivate O365 user account and sync the account
to AD via ADFS for on-premise system integration (laptop log-in,
physical access control, etc.)
• Install O365 Office Suite to GCF laptops
• Manage the monitor O365 licenses, accounts and granted permission
levels via Identity Management solution
• Admin and support Skype for Business, Microsoft Teams and
SharePoint Online. Skype for Business is in the process of being
replaced with Microsoft Teams.
• Utilize MS premier support service and MTS (MS technical Support)
for advanced technical support
MS Azure
• Admin and support access control for internal and external solution
developers utilizing MS Azure infrastructure
• Monitor the performance and usage of MS Azure resources
• Utilize MS premier support service and MTS (MS technical Support)
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for advanced technical support including integration to existing on-
premise systems, overall VPN settings and resource optimization for
MS Azure environment
Cloud platforms and SaaS support
• Provide integration support for Cloud application platforms and
Software as a Service (SaaS) with the Client environment
• Provide admin support for Cloud application platforms and business
applications based on SaaS.
2.2.3 Network Infrastructure Admin and Operation
Service and Support Area Service and Support details
Cabling and Layer 1
• UTP Cable installation when adding new seats
• UTP Cable installation when adding new IP phones
• UTP Cable installation when adding new Access Point
• Fiber Optic cable installation when POE switch is added
Backbone and Layer 2
• Routine and emergency check-up on network infrastructure and
resources
• Maintain and update overall network infrastructure diagram
• Constantly monitor network infrastructure status and performance
• Support integration of on-premise equipment to the existing network
infrastructure
• Manage network equipment and IP configuration via Asset
management of ServiceNow ITSM solution
• Manage and monitor equipment security via Cisco AMP/Lanscope
infrastructure
Layer 4 Switching
• Routine and emergency check-up on network infrastructure and
resources
• Constantly monitor network infrastructure status and performance
• Restore from failure and analyze the root cause through Syslog check-
up
• Manage and monitor equipment security via Cisco AMP/Lancope
infrastructure
• Register the system to asset management of ITSM solution for
systemic management
• Admin and manage related knowledge base
Firewall
• Manage the network security policy of firewall
• Support configuration of dynamic and static NAT setup
• Establish VPN connection based on user requirements through IPsec,
SSL, clientless VPN environment
• Detect external threats and unauthorized access attempts
• Immediate response to firewall failure
IP-Telephony
• Register IP telephony devices and assign extension numbers in IPPBX
• Manage registered IP telephony devices and end users via CUCM
• Manage VoIP & Media Gateway devices
• Immediate response to IP-PBX failure
• Analyze the international call logs from CUCM to provide detailed
report for monthly invoice
• Admin Skype Connect account for international call (from office
extensions). Skype Connect is in the process of being replaced with
Microsoft Teams Enterprise Voice.
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• Manage and monitor equipment security via Cisco AMP/Lancope
infrastructure
• Register the system to asset management of ITSM solution for
systemic management
• Admin and manage knowledge database via knowledge management
of ITSM solution
• Support Skype for Business IP-Telephony integration if needed. Skype
for Business is in the process of being replaced with Microsoft Team.
Wireless NW Connection and
WiPS
• Manage and monitor equipment configuration via Cisco Prime
infrastructure
• Manage and monitor wIPS to prevent rouge AP intrusion
• Configure SSIDs for wireless network connection
• Register the system to asset management of ITSM solution for
systemic management
• Admin and manage knowledge database via knowledge management
of ITSM solution.
• Develop and manage wireless network security policy
• Operate wIPS based on customized classification of low/high/critical
threats
• Monitor AP operation environment to suggest addition and relocation
of APs if needed
Network Management System
• Monitor network connection status from ISP to floor switches
• Manage and monitor equipment security via Cisco AMP/Lancope
infrastructure
IPS / DDoS
• Routine system check-up and resource usage monitoring
• Real-time log analysis on attack attempts
• Log and respond to DDoS attacks
• Manage and monitor equipment security via Cisco AMP/Lancope
infrastructure
• Register the system to asset management of ITSM solution for
systemic management Admin and manage knowledge database via
knowledge management of ITSM solution
QoS
• Monitor resource usage and realtime network traffic status
• Establish and apply traffic restriction policy (for P2P site, Youtube
streaming, etc.) to secure QoS of business-critical applications (ex.
teleconference and VoIP traffic)
• Manage and monitor equipment security via Cisco AMP/Lancope
infrastructure
• Register the system to asset management of ITSM solution for
systemic management
Darktrace • Weekly Report for all alerts
• Monthly Meeting about critical alerts
Server Anti-Virus Monitoring
• Check-up the result of routine diagnosis of each server
• Check-up the status of cured malwares and viruses
• Check and monitor the connection status between central management
server and clients
2.2.4 ICT Capacity Planning and Rightsizing
Service and Support Area Service and Support details
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Asset Inventory and Forecasting
• Manage the inventory of front-end and back-end equipment and
licenses
• Advise Client on the needs of additional orders (laptops, IPPhones,
PoE Switches, etc.)
• Explore with client forecast estimates of user equipment and
associated software license (based on history and growth of
organization).
ICT Market
Consultation
• Provide technical suggestions and proposals on the major ICT issues
(migration, network infra reinforcement, SharePoint upgrade, etc.)
• Provide quotation for additional orders from GCF ICT team (laptops,
printers, online registration system, teleconference devices, etc.)
• Act on GCF's requests for acquisitions according to the quotation
3.0 Current ICT Inventory
Below are the lists of ICT equipment currently in use by the Client. End-user equipment that are still under support have to be taken over by Suppliers for Lot B (Managed Workplace Services). Those that are not under support have to be replaced or additional support provided by the Supplier of Lot B. As for back-end equipment, Suppliers can if requested, take over some or all of the current equipment (if they want to incorporate them in their proposal). For all of the ICT equipment taken over from the current ICT inventory (for Lot A and Lot B), the Supplier is expected to incorporate in its proposal, that equipment, their maintenance, support and life-cycle management,
Current ICT Inventory (which is still in use):
Category Brand Type Model Quantity
(active) Is still under support until
(or out-of-support)
Printer
HP
Printer
MFP M775 7 out-of-support
LaserJet Pro 400 1 out-of-support
M401D 4 out-of-support
M402D 8 out-of-support
M521DW 4 09/01/2022
MFP 277DW 5 out-of-support
MFP M880 6 30/06/2021
MFP M880 10 31/12/2020
MFP M880 7 30/10/2019
Scanjet 4500 2 03/02/2020
Brother P-touch label printer 1 out-of-support
HL 4570 1 out-of-support
Badge TX200 1 out-of-support
TP-9200 1 out-of-support
TV LG TV
47LY340C 1 out-of-support
49LX300C 5 out-of-support
55LX541H 2 out-of-support
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55LY340C 15 out-of-support
75UK6200KNB 3 03/07/2020
84WS70BS 1 out-of-support
Smart
SPNL-6075 2 out-of-support
SBID8075i-G5 3 09/03/2022
4 03/08/2022
Samsung
LH75EDPLGC 2 out-of-support
UN55NU7170FXKR 1 out-of-support
UN65H8000AF 7 out-of-support
UN65KU6250FXKR 4 out-of-support
UN65NU7050FXKR 4 19/02/2022
UN75NU7050FXKR 1 19/02/2022
UN55NU7170FXKR 1 19/02/2022
VCR
Polycom
Audio/Video
Conference
Equipment
CX5500 6 05/08/2020
3 out-of-support
Trio8800 2 05/08/2020
2 out-of-support
Logitech Group
5 19/02/2022
5 out-of-support
Meetup 9 19/02/2022
Yamaha YVC-1000M 2 19/02/2022
Network/
Server
Infra.
Cisco
Switch
WS-2960 23 31/12/2019
WS-C6509E 2 31/12/2019
WC-C3560E 2 31/12/2019
WC-C3560X 3 31/12/2019
WLC5508 2 31/12/2019
AccessPoint AP-C3702 131 31/12/2019
Server C220M3 1 31/12/2019
VoIP
Gateway C2911 2 31/12/2019
Security
Appliance FP7125 1 31/12/2019
Server UCSC-C220 5 31/12/2019
Alteon L4 switch 4408 2 31/12/2019
Bluecoat Qos Bluecoat 1 31/12/2019
DarkTrace Security
Appliance Darktrace 1 31/01/2020
Fortinet VPN Fortigate 60C 3 31/12/2019
Audio
codes
Media
Gateway Mediant 1000B 2 31/12/2019
Quantum LTO i40 1 31/12/2019
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Radware Security
Appliance DefencePro 2 31/12/2019
HP Server
DL380 G8 2 31/12/2019
ML350 G8 2 31/12/2019
DL320 G8 2 31/12/2019
SAN Switch Storageworks8 2 31/12/2019
Netapp Storage Fas3220A 1 31/12/2019
Synology Storage RS814 2 out-of-support
Monitor
Samsung
Monitor
LT23C350 30 out-of-support
LS24D300HLS 64 out-of-support
LT23C351 19 out-of-support
LT24D390KD 1 out-of-support
LS27F350FHKXKR 12 out-of-support
LG 27MP47HQ 20 out-of-support
Lenovo
X24A 48 20/12/2019
X24A 90 26/12/2019
X24A 8 30/07/2020
X24A 20 10/09/2021
X24A 20 26/06/2022
t24i 110 04/12/2020
t24i 38 20/12/2019
P27q 4 25/07/2020
P27q 15 26/11/2020
Dell flatmonitor 1 out-of-support
PC
Samsung Laptop
NT730U3E 19 out-of-support
NT900X3Q 9 out-of-support
NT910S3P 68 out-of-support
Lenovo
Desktop P330 3 out-of-support
Laptop
20FR-S40N00
84 14/12/2019
20 02/07/2020
20 23/07/2020
8 26/09/2020
20JE-S2VF00 76 25/12/2020
20LE-S2U600 97 28/06/2021
20 02/08/2021
20ME-S0PM00 10 11/03/2022
Intel Mini PC NUC8BEH 10 11/09/2022
MS TabletPC
Surface 1796 1 16/11/2019
Surface 1796 1 01/12/2020
Surface 1796 1 23/08/2020
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Surface 1796 1 16/01/2021
Surface 1796 1 14/02/2021
Surface 1796 4 17/02/2021
Surface 1796 1 27/02/2021
Surface 1796 1 15/05/2021
Surface 1796 9 20/08/2021
Apple
iPad MTXN2KH/A 1 15/05/2020
MTFL2KH/A 1 26/02/2020
Macbook
MR7J2KH/A 1 15/05/2020
MR942KH/A 1 19/04/2020
MR942KH/A 2 08/05/2020
MPTT2KH/A 6 out-of-support
MPTT2KH/A 1 25/10/2021
MPTT2KH/A 1 27/10/2021
MPTT2KH/A 1 08/10/2020
Z0UC000F0 6 out-of-support
A1706 4 out-of-support
A1707 1 06/01/2022
A1990 2 03/04/2020
Deskphone Polycom Deskphone
VVX 600 23 19/06/2021
VVX 501
34 21/05/2021
100 19/12/2021
100 03/07/2022
100 28/10/2020