EU solidarity with Ukraine

Call for tenders' details

Title:
IT Infrastructure services
Contracting authority:
European Centre for Disease Prevention and Control (ECDC)
TED publication date:
20/12/2017
Time limit for receipt of tenders:
28/02/2018
Status:
Closed
Status
13/02/2018
13/02/2018
English (en)
Question details
KPIs defined in EN-Technical Annex 4 Draft SLA
Are all the KPIs described in Chapter 8 measurable with existing ITSM tools?
13/02/2018
Many KPIs, especially in the area of incident and request management, can be measured with the ITSM. Some measurements need to be done with different tools e.g. the system availability BO05-09 is measured with SCOM and the target for call answering IN-01 will need to be measured with the supplier telephone system.