Managed Services of ICT Infrastructure

⁠⁠⁠This Request for Quote (RFQ) defines the requirements for the outsourcing of Managed ICT Infrastructure Services for the Australian National Maritime Museum (ANMM). The scope of services is structured across the following domains:

• Azure cloud Infrastructure as a Service (IaaS) and on‑premise data centres
• Onsite networks, switching, Wi‑Fi, and firewalls
• Cyber security services
• Backup and disaster recovery
• ICT Service Desk services

ANMM operates under a Hybrid Cloud environment, with core systems hosted on‑premise and common services delivered through Microsoft Azure or Software‑as‑a‑Service (SaaS) platforms such as Microsoft 365 and Salesforce. This hybrid environment includes:

• An onsite data centre utilising HPE Hyperconverged Infrastructure (Nutanix)
• Microsoft Azure IaaS supporting Microsoft 365, Azure Active Directory, and core business applications, including the business‑critical ticketing and front‑of‑house system (Vivaticketing), as well as device management services using Microsoft Intune
• Microsoft Teams–based telephony (not in scope for this RFQ)
• SaaS platforms including Salesforce CRM, TMS Collection Management, Aurion Payroll, and Fotoweb Digital Asset Management (support limited to availability and infrastructure/network services only)
• A Veeam backup solution using a combination of on‑premise and cloud services, with long‑term retention in Veeam Data Vault Cloud

ANMM is seeking a Managed Services Provider to deliver comprehensive ICT infrastructure services and support across this hybrid environment. The services are to include:

1. Managed operation, maintenance, and support of the Nutanix (HPE) on‑premise data centre environment hosting production, test, and development systems that have not yet transitioned to SaaS or public cloud platforms. This includes management of server infrastructure, operating systems, networks, storage, and backup services.
2. Managed operation, maintenance, and support of Azure and AWS IaaS environments hosting production, test, and development systems. This includes cloud security, operating systems, networking, storage, backup, disaster recovery, and cost optimisation.
3. Ongoing maintenance and support of firewalls and demilitarised zones (DMZs) connecting both the on‑premise and cloud environments, including integration with Azure Active Directory Premium services such as multi‑factor authentication and self‑service password reset.
4. Cyber security services delivered in conjunction with ANMM’s existing Security Operations Centre (SOC) partner, providing advanced monitoring, threat detection, vulnerability management, logging, alerting, and incident response across all environments.
5. Management of backup and restore services as part of ANMM’s Disaster Recovery and Business Continuity arrangements.
6. Establishment of a remote Level 2 ICT Service Desk that integrates with ANMM’s retained Technology Support functions for escalation. ANMM will retain responsibility for Museum‑specific systems and equipment, including audiovisual systems, point‑of‑sale terminals, and security systems (CCTV and access control), as well as its internal Level 1 ICT Service Desk for selected on‑premise equipment and application support. The provider’s Service Desk must interoperate seamlessly with these retained functions.
7. Provision of local, on‑site resources as required to meet agreed service levels and to resolve incidents in a timely manner.