IT Service Management Solution (RFS22-020)

A Contract Award Notice
by THE COUNCIL OF THE CITY OF WAKEFIELD

Source
Find a Tender
Type
Contract (Services)
Duration
not specified
Value
£219K
Sector
TECHNOLOGY
Published
24 Jul 2025
Delivery
not specified
Deadline
n/a

Concepts

Location

Wakefield:

Geochart for 1 buyers and 1 suppliers

1 buyer

1 supplier

Description

The Council wishes to procure a software solution to support IT service management for incident, request, and problem management. The solution will include a 'self-service' portal for users to enable resolution of some issues without the need for intervention by the Councils technology teams. Secondly, the Council will use the new system to support the implementation of new working processes including asset management, configuration management database, change control, and a knowledge base. The Contract will be awarded for an initial period of 4 (four) years including implementation and go-live. After the initial period, there will two, 36 month extension options. The full Contract period shall be for a maximum of 10 (ten) years.

Total Quantity or Scope

The Technology and Digital Transformation, in Wakefield Council, provides Information Technology (IT) services to the Council's technology users. The Council wishes to procure a software solution to support IT service management. The Council is undergoing transformation to improve existing IT processes and adopt new service management processes to provide a modern and responsive service to all users. A phased approach to implementation will firstly enable the Council to continue to use the new system for incident, request, and problem management. This will include a 'self-service' portal for users to enable resolution of some issues without the need for intervention by the Councils technology teams. Secondly, the Council will use the new system to support the implementation of new working processes including asset management, configuration management database, change control, and a knowledge base. The core solution must: 1. Be Cloud hosted by the Supplier; 2. Be hosted within the UK (United Kingdom) and compliant with relevant UK law; 3. Use additional multi-factor authentication or support Single Sign On using the Councils Azure Active directory … The maximum budget for this Contract for the full 10 year period is £1,275,000 including all costs for implementation, go-live and annual fees.

Award Detail

1 Alemba (Chippenham)
  • Reference: 042978-2025-1
  • Value: £219,380

Award Criteria

Incident Management 8
Service Request Management 8
Customer Portal 8
Knowledge Base 4
Change Management 8
Asset Management 8
Configuration Management Database 4
Reporting 8
Integrations 4
Configuration 10
Records and Audit 4
Training 2
System Upgrades and Maintenance 2
Future Plans 2
price 20

CPV Codes

  • 72253000 - Helpdesk and support services

Other Information

** PREVIEW NOTICE, please check Find a Tender for full details. **

Reference

Domains