Matrix42 - service, maintenance, support... services

Eligibility criteria (with the offer; by means of self-declaration): 1.1.1 Matrix42 general service The contractor must offer the following services in general:

• maintenance and maintenance services for Matrix42 (modules), Empirum and EgoSecure, including provision of updates, patches and hotfixes as well as access to manufacturer support,
• 2nd and 3rd level support as well as consulting, implementation and customizing services for these products,
• provision of all services in German. Please describe how your company meets the criteria.In the case of the presentation of the Platinum or a higher value partner status, this is sufficient as proof of the manufacturer's authorization.In the case of the presentation of the Platinum or higher value status, this is sufficient as proof. 1.1.2 Quality of experience with Matrix42 ITSM, Empirum and EgoSecure (evaluation of depth and breadth beyond the minimum requirement set out in Criteria Catalogue 1.1) Describe your proven experience with the Matrix42 ESM, Matrix42 Unified Endpoint Management (Empirum) and Matrix42 EgoSecure products.Present specific project experiences in terms of operation, maintenance, support and introduction of the mentioned products. The basic qualification (minimum requirement) is checked in the catalogue of criteria (criterion 1.1) as an exclusion criterion.Only qualitative over-fulfilment is assessed here. 1.1.3 Experience with Consulting4IT F4SD, Labtagon Data Anonymization and Deletion and the Lobster interface tool Describe your experience with the Consulting4IT F4SD (First Aid Service Desk) product, Labtagon Data Anonymization, and the Lobster interface tool.Describe how to ensure the operation and integration of these systems into the existing landscape. 4.1.1 Public sector experienceThe contractor must have proven public sector experience. Confirm and provide appropriate evidence. 4.1.2 ITIL certification and ITSM skills The contractor must demonstrate certificates in ITIL processes and have in-depth knowledge of ITSM.Provide appropriate certificates or evidence. 4.1.3 Company structure and performance Represent the company structure as well as the personnel and professional performance for the permanent and reliable provision of the advertised services.Explain your internal QA processes and measures to ensure knowledge transfer when personnel change. 4.2.1 Reference projects Operation and Support (ITSM) Bodies It shall be at least a reference project over the last five years covering operational and support services for a comparable ITSM system. Name a contact person on the customer side.Explain the complexity of the supervised systems and the scope of the services provided. 4.2.2 Reference Projects Introduction and Further Development ITSM Processes Constitute at least one reference project of the last five years, which is concerned with the introduction or further development of ITSM processes. In particular, explain the scope of the project, the staff employed and the results achieved.