Provision of services III support line of the Central Service Desk system

The contractor shall comply with the condition of participation in technical or professional capacity proceedings if he demonstrates that he has performed, and in the case of recurrent or continuous benefits, within the last 3 years before the deadline for the submission of tenders, and if the duration of the business is shorter - during that period, at least: 1) one service which includes: (a) support of the service desk system for a period of at least 24 months with a service value of at least PLN 500 000,00 gross and (b) modification of the service desk system with a service value of at least PLN 3 000 000 gross; or 2) one service consisting of support of the service desk system, for a period of at least 24 months with a service value of at least PLN 500 000,00 gross and one service desk system with a modification of service desk function with a service value of at least PLN 3 000 000,00 gross; By a service desk system, the Contracting Authority understands the system: (a) serving at least 5 of the following processes: - incident management, - service level management, - service directory management, - application management, - central database configuration management (CMDB), - knowledge base management, (b) providing integration with at least 3 external systems (including: Active Directory, postal system for receiving and sending emails), (c) used in a geographically dispersed organization in at least 10 localities, (d) comprising at least 5,000 active end-users, (e) serving at least 1 million notifications per year. By supporting the service desk system, the Ordering Party understands at least: - removing system errors, - consulting users and system administrators, - updating the software. By modifying the system implementing the service board function, the Ordering Party understands at least: - conducting data migration to higher versions of software, - adjusting the functionality of the system to the needs of the Ordering Party, - parameterization of the system. One service shall mean a service provided under one contract for one entity. In order to confirm that the Contractor fulfils the conditions for participation in the procedure, the Contractor shall submit a list of services performed and, in the case of services which are repeated or continuously performed, within the last 5 years before the expiry of the time limit for the submission of tenders, and in the case of services which are repeated or continuous, at least the information indicated in Form 3.6 and the accompanying evidence indicating whether these services have been performed or are duly executed, the evidence referred to shall be references or other documents issued by the entity for which the services were carried out, and in the case of services which are repeated or continuous, and if the Contractor, for reasons beyond his control, is unable to obtain these documents, a declaration from the contractor; in the case of services which are repeated or continue to be carried out, references or other documents confirming their proper execution should be issued within the last 3 months before the expiry of the time limit for the submission of tenders (Promular 3.6 to the IDW); - as defined in Article 2(4) of the Act of 29 August 2003 on the official names of localities and physiographic objects (Journal of their name, however, the locality or separate name of the locality, and

The Economic Operator will meet the condition for participation in the procedure in terms of technical or professional capacity concerning personnel if it demonstrates that it has or will have at its disposal at least 6 persons who will be assigned to perform the subject of the contract, holding qualifications and experience appropriate to the functions to be entrusted to them, who meet the following requirements: 1. Project Manager - min. 1 person - Experience - within the last 5 years prior to the deadline for submission of tenders, performed the duties of Project Manager during the implementation of at least 2 (two) projects, one of which was implemented in ITIL, consisting of the provision of support, development, or migration services to higher versions of IT systems based on Service Manager software or its earlier versions: a) performing a service desk function, b) used in an organization geographically dispersed across at least 10 locations1, c) having at least 5,000 active end users. Qualifications, required certifications: holds a PRINCE 2 Foundation certificate or equivalent. 2. Migration Consultant - min. 1 person - Experience - within the last 3 years prior to the deadline for submission of tenders, participated in the implementation of at least 2 migrations to higher versions of a system based on Service Manager software or its earlier versions. 3. Technical Consultant - min. 4 persons - Experience - within the last 3 years prior to the deadline for submission of tenders, participated in the implementation of at least 2 projects consisting of providing maintenance or support (technical assistance) services for systems based on Service Manager software or its earlier versions. Qualifications, required certifications: holds an OpenText Certified Business Administrator – Service Manager certificate or equivalent. 4. ITIL Consultant - min. 1 person - Experience - within the last 3 years prior to the deadline for submission of tenders, participated in the implementation of at least 2 projects consisting of providing maintenance or support (technical assistance) services for an ITSM-class IT system in which ITIL was applied. Qualifications, required certifications: holds an ITIL v3, v4, 2011 certificate or equivalent. Combining the roles of Project Manager, Migration Consultant, and Technical Consultant by one person is not permitted. The Contracting Authority allows combining the function of ITIL Consultant with other roles. The Contracting Authority permits holding equivalent certificates: 1) as an equivalent certificate to the PRINCE 2 Foundation certificate, the Contracting Authority understands a certificate that confirms skills and knowledge in project management, in particular: a) project planning, initiation, execution, monitoring, control, and closing; b) defining and managing the project scope; c) planning and managing the project schedule and resources; d) identifying, analyzing, and managing project risks; e) project quality management; f) project product change and configuration management; g) defining project roles, responsibilities, and organizational structure; h) managing communication with project stakeholders; i) monitoring progress of works and reporting project implementation status; j) applying a methodical approach to project management based on recognized standards or methodologies; and obtained as a result of passing an exam. 2) As an equivalent certificate to the OpenText Certified Business Administrator – Service Manager certificate, the Contracting Authority understands a certificate confirming advanced skills and knowledge in the administration and configuration of an IT Service Management (ITSM) class system, issued by the manufacturer of the given system or an authorized certification body of the manufacturer, in particular regarding: a) administration and configuration of an ITSM class system, b) configuration of ITSM processes, c) configuration of forms, workflows, and business rules, d…