IT Desk, Asset Management and Ticketing System

Tender description

West Lothian Council has awarded a contract to Softcat plc for the provision, implementation and support of the ALVAO IT Service Management (ITSM) and IT Asset Management (ITAM) solution. The solution will replace the Council's existing unsupported IT service desk and ticketing system and provide modern service management, asset management, self-service, workflow automation, reporting, project management and integration capabilities. The contract includes software licences, implementation services, configuration, data migration, training and ongoing support and maintenance. Lot 1: West Lothian Council has awarded a contract to Softcat plc for the provision, implementation and ongoing support of the ALVAO IT Service Management (ITSM) and IT Asset Management (ITAM) solution. The Council's existing IT service desk and ticketing system has reached end of vendor support and no longer receives security updates, patches or product enhancements. A replacement solution is required to provide a fully supported, secure and modern platform that aligns with the Council's IT service management requirements and digital strategy. The scope of the contract includes software licences, implementation, configuration, data migration, integration with corporate systems, service desk and ticket management functionality, asset management capabilities, self-service functionality, workflow automation, knowledge management, reporting and dashboard capabilities, training, support and maintenance. The solution will support key processes including incident management, service request fulfilment, problem management, change management, asset lifecycle management, project and work management, workflow orchestration, approval processes, time recording and performance reporting.. Following market engagement and evaluation of functional, technical and commercial requirements, the ALVAO ITSM and ITAM solution was identified as the preferred option. A direct award to Softcat under the HealthTrust Europe ICT Solutions 3 Framework represented the most economically advantageous framework route and met the Council's operational and technical requirements.