Objectives

The primary objective of this tender is for the Road Accident Fund (RAF) to appoint an accredited support partner for Ivanti, specifically for the renewal of Ivanti Ism (Ivanti Neurons for Enterprise Service Management) maintenance and support services. The selected partner will ensure continuous support, maintenance, and effective management of the Ivanti platform for a period of twelve (12) months.

Scope

The scope of the tender includes:

• Provision of support and maintenance services for Ivanti Ism (Ivanti Neurons for Enterprise Service Management).
• Renewal of existing Ivanti support agreements.
• Ensuring the platform's operational stability and security.
• Adherence to technical and security standards as specified by the RAF.

Technical Requirements

The technical requirements encompass:

• Implementation of organisational security measures to protect confidential, personal, and sensitive information.
• Protocols for handling, transporting, and storing files securely, including lockable containers and secure transportation systems.
• Accurate record-keeping of document storage, access, and retrieval activities.
• Physical security measures such as lockable cabinets, controlled access, surveillance, and fire suppression systems.
• Cybersecurity measures including firewalls, intrusion detection, encryption, and compliance with data protection laws.
• Procedures for incident reporting, response, and breach mitigation.
• Oversight and vetting of third-party service providers handling personal data.

Skills Requirements

The skills and competencies required from the service provider include:

• Accreditation and proven expertise in Ivanti support and enterprise service management solutions.
• Strong understanding of information security protocols and data protection legislation.
• Experience in implementing physical and cybersecurity measures to safeguard sensitive information.
• Capability to manage secure transportation, storage, and retrieval of confidential documents.
• Ability to monitor, report, and respond effectively to security incidents and breaches.
• Vetting and oversight of third-party vendors to ensure compliance with data protection standards.
• Demonstrated organizational skills in record-keeping and activity tracking related to document management.