A. Scope: The services will cover the IT Assets of Knight Frank at its locations. The IT assets include: v Hardware Assets Servers, desktops and peripherals, network equipment. v Software Assets OS, Standard Office Automation Software, Application Software etc. B. Deliverables: v To Update Complete Hardware and Software Inventory in the database maintained & with the help of tool provided by Knight Frank v Maintaining up to date Asset Database of IT Assets and update the system to track the installations, movements and additions and changes if any. v Facilitate all asset changes through formal IMAC process. v Generate mutually agreed asset management reports (Monthly/quarterly) Note: v All IMAC related calls need to be logged at Service desk. v It is assumed that the total IMAC calls will not exceed 10% of the total calls logged for the month. v Mass shifting (exceeding 40-man days effort), major upgrades and significant changes in the working environment will not be covered under IMAC & will be considered as one-time projects. C. Delivery Mechanism: v DISPL will have the baseline (Initial) database from Knight Frank. v When a user logs a request in the call management system for this effect, the Service Desk would log the call in IMAC Category. v IMAC Calls would be closed as per SLA. Vendor Management: A. Scope: All suppliers / partners / vendors serving laptops, desktops, printers, and other managed services (hosted websites, mails etc.) as per SLA B. Deliverables: v Logging calls and coordination with Knight Frank IT infrastructure Vendors (Product Support / OEM / AMC) v Follow up for parts supply or service from vendor / OEM v Log call with vendors. Coordinate and follow up with the vendors and get the necessary spares exchanges with necessary approval from Knight Frank authorized personnel v Escalating calls to the designated Knight Frank IT personnel, if required v Maintain database of various vendors with details like contact person, telephone nos., escalation matrix, response and resolution time commitments v Non-achievement of SLA due to vendor performance/pending call will not be calculated
