DIR-CPO-5027 - End-User IT Outsourcing Services

Globalscope Communications DIR Contract
End-User IT Outsourcing Services
Vendor ID 12705149297000

Globalscope Communications is headquartered in San Antonio Texas and has been providing Telecommunication Managed Services since 2002. Our Senior Staff have an average of more than 30 years in the communication industry. We maintain a full time staff of certified Engineers, Technicians and Business Analysts to support your needs. Globalscope Communications can customize a broad range of services such as system/network implementation, management, maintenance and repair. We offer support for customer as well as vendor owned equipment. Whether your needs are basic or require advanced applications, our system experts can support your needs. In addition, Globalscope maintains a full time staff of telecom billing experts who can assist in the daily management of all your network services to reduce costs and eliminate over charges. Customer Service is a key ingredient in the culture and success of Globalscope Communications.

Services Available


This category includes any information technology equipment that may be made commercially available within the current and future technology marketplace that addresses a business need of a Customer. Equipment includes, but is not limited to: desktops/workstations, notebooks/portables, mobility devices, end-user support servers, storage area networks, networking, software, and peripherals. Services shall include, but not be limited to: management of equipment procurement, equipment configuration management, and provisioning of equipment. Successful Respondent must be capable of provisioning equipment using standard configurations developed by Customer. Successful Respondent shall be responsible for bearing the cost of acquisition or lease costs that may be applicable in the procurement process and for IT equipment that may be required by a Customer.


This category includes services related to desktop computers (or laptops acting in the role of desktops), desktop hosting servers, the underlying network infrastructure, the processes and the organization.

Desktop support services include:

> Deskside dispatch
> Hardware break/fix
> Installations, moves, adds and changes (IMAC)
> Remote server
> LAN/WAN (where applicable)
> Shrink-wrapped software (dispatched efforts)
> First-level application (dispatched efforts)
> Enterprise-specific (where required)
> IT asset inventory maintenance and process controls
> Backup and recovery processes
> Patch management
> Output management
> Hardware standards establishment
> Service desk (often included)


Maintain a central asset management system to maintain tracking of Successful Respondent owned equipment to include, but not be limited to: physical location, user, software licenses, maintenance records, and end of Agreement term dates. Information should be updated as necessary to account for Installs/Moves/Adds/Changes (IMAC), maintenance, and deskside support. The system should also be used for tracking any services that are provided on Customer owned equipment that may be applicable to a Supplemental Agreement.


Manage and supply a toll-free telephone number, email address, or web-based application for a Customer to report maintenance issues, trouble-tickets, and request other how-to assistance as necessary. Process must include a timely confirmation of receipt of all Customer reports and a resolution status of all service requests submitted.

IT service desk is defined as the provision of internal end-user support for all IT services and includes:

> Labor, facilities, systems, processes, management and connectivity for service desk support
> First-level and second-level support
> Problem categorization and logging
> Problem tracking and escalation
> Problem resolution
> Remote access and resolution


Manage and provide remote support to “take over” and support a piece of equipment from a centralized location by Successful Respondent personnel. Successful Respondent shall provide phone support to assist in resolution of problems from a location that is remote to the end-user Customer.


Produce various types of reports via online or hard copy as may be required by a Customer. These may include, but not be limited to: number of problems/calls logged, number of dispatch calls, and resolution time frames. Successful Respondent shall allow a Customer’s authorized end-user to have electronic access to view and query Successful Respondent’s standard reports.


Manage support services, including bearing any cost, for all equipment owned and provided by the Successful Respondent. This would include, but not be limited to: time and materials maintenance, troubleshooting, on-site support function, and upgrading of equipment as needed to provide any new technology features.


Manage the de-installation and packaging of Successful Respondent provided equipment, to include but not be limited to: providing a plan to manage the unwind of the services, and removal of hard drives to be left with a Customer for destruction


This category defines mobility as the provision of internal end-user support for all mobile functionality.

The mobile services include:

> Labor, facilities, systems, processes, management and connectivity
> Managing mobile devices, including bring your own device (BYOD) to securely work with the customer’s network and base systems
> Managing mobile device connectivity service
> Problem categorization and logging
> Problem tracking and escalation
> Problem resolution


HVD service that can access applications from a centralized server, combined with a lower-cost desktop solution as the thin client.


Manage and provide services for network related issues, to include, but not be limited to: connectivity troubleshooting, eliminating bottlenecks, and monitoring. For DIR eligible telecom Customers, telecommunications connectivity services will be achieved through the DIR consolidated telecommunications system, TEX-AN.


Manage services for software to include, but not be limited to: software configuration management, patches, automated distribution, imaging creation, and imaging implementations


Manage security services as applicable to the equipment as described within Item 1, Provisioning of Equipment, and, Procurement Services, that may be provided. To include, but not be limited to: firewalls, passwords, and data protection, equipment shipped in a default secure configuration, and option to keep a hard drive is required within the applicable equipment configuration. DIR reserves the right to promulgate standards in relation to security services and such standards will be discussed with Successful Respondents selected for negotiation.

DIR Home Page

DIR Telecom Contract Program

Cooperative Contacts


How to Order:

Please contact Globalscope Communications by email, phone or fax to request a quote. All PO’s must reference DIR contract number DIR-CPO-5027.

Toll Free:  866-667-8292
Local:  210-321-3700
Fax:  210-321-3775


DIR Customer Contact:

Roy C. Albrecht
Director Marketing & Sales
Globalscope Communications


Globalscope Communications