End User Workspace and Hosting

Tender description

The End User Workspace & Hosting procurement event was to secure a single supplier to deliver both End User Workspace (EUW) and Hosting services under a single contract. The Services had to be ITIL-aligned and delivered using the Council's own ServiceNow ITSM platform, with contract aims of improving service delivery, reducing complexity, and enhance user experience through integrated support. Key requirements of scope: • Service Desk - Single point of contact for all ICT issues, with a focus on first-contact resolution and self-service enablement. • Incident Management - Rapid restoration of normal service with clear ownership and root cause analysis. • Problem Management - Identification and elimination of root causes to reduce incident recurrence. • Change Enablement - Safe, timely implementation of changes with strong governance, TAB and CAB participation. • Service Request Management - Efficient fulfilment of user requests via a structured service catalogue. • Service Configuration & Asset Management - Accurate tracking of assets and configuration items using ServiceNow CMDB. • Release & Deployment Management - Controlled rollout of new software and updates, including packaging and testing. • Availability & Capacity Management - Ensuring services meet performance and uptime targets, with proactive planning. • Monitoring & Event Management - Real-time monitoring and alerting to detect and respond to issues before they impact users. • Security Management - ISO27001-compliant controls, vulnerability management, and incident response. • Service Continuity Management - Disaster recovery planning and testing to ensure resilience. • Knowledge Management - Centralised, structured knowledge base to support selfservice and efficient resolution. • Supplier & Risk Management - Collaboration across multiple suppliers with shared risk registers and joint governance. • Continual Improvement - Ongoing service enhancements tracked via a formal improvement plan and CMMI assessments. • Project & Portfolio Management - Support for operational, enhancement, and strategic projects with defined governance End User Workspace (EUW): • Service Desk (first-line support, triage, escalation, and resolution). • Deskside Support (field engineering across 66 sites). • Second Line Support (technical escalation, patching, anti-virus and infrastructure support • Device lifecycle management (builds, refresh, repairs). • Microsoft 365 and Windows 11 environment support. • Knowledge management and training provision. Service Management Expectations • Operate within a SIAM model with strong collaboration across suppliers. • Use of ServiceNow for all ITSM functions (incident, problem, change, asset, etc.). • Monthly and annual reporting, SLA/KPI tracking, and continual improvement. • Supplier must achieve CMMI Level 3 within 6 months. The contract is over 7 years (including extensions), with published contract value of £13,800,000 (inclusive of VAT)