Enterprise Service Management Tender, United Kingdom - 127142326

Procurement Summary

Country: United Kingdom

Summary: Enterprise Service Management

Deadline: 14 Oct 2025

Other Information

Notice Type: Tender

TOT Ref.No.: 127142326

Document Ref. No.: DN791264

Financier: Self Financed

Purchaser Ownership: Public

Tender Value: Refer Document

Purchaser's Detail

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Tender Details

For over 25 years, the Authority has relied on its existing Information Technology Service Management (ITSM) platform to manage IT services. It has been the backbone of logging, tracking and resolving requests-everything from fixing technical issues to setting up new starters. The technology landscape has moved on: cloud platforms, automation and integrated digital services are now standard, and the Authority now wishes to explore this technology. The Authority is now moving to Enterprise Service Management (ESM). In simple terms, ESM means creating one front door for services-a single, easy‑to‑use platform where staff and customers can make requests, check progress and get help quickly, regardless of which team provides the service. Behind the scenes, it uses proven good‑practice processes (ITIL) to ensure work is handled consistently and efficiently. It will also integrate with tools we already use, enabling automation, clearer customer journeys and, over time, the use of AI to enhance the experience. The Authority's current version of its ESM platform is hosted on‑premise, and the contract ends in March 2026. The Authority's version of this ESM tool provides a single platform for multiple service areas, not just IT. The Authority's ambition for this Procurement is to implement, migrate to and continue to support a cloud hosted ESM platform that provides a modern, flexible and integrated approach to organisation wide service delivery. The Authority plans to retire its I.T. ...

Documents

 Tender Notice