Service Desk and Service Management Solution

Tender description

Glasgow City Council (“the Council”) is providing advance notice of its intention to procure a Service Desk and Service Management solution and associated support services for the delivery of ICT services across the organisation. The Council is currently reviewing its future Service Desk and Service Management operating model and is seeking to engage with the market to better understand available solutions, service delivery approaches, emerging technologies and best practice. This engagement will help inform the development of the Council's requirements and the selection of an appropriate procurement strategy. The requirement may include, but is not limited to: 1. Service Desk and user support services; 2. Incident, request, problem and change management capabilities; 3. IT Service Management (ITSM) tooling and platform solutions; 4. End-user support and customer experience management; 5. Service integration and operational management capabilities; 6. Reporting, performance management and service analytics; 7. Automation, self-service and AI-enabled support functionality; 8. Transition, mobilisation and ongoing service support arrangements. The Council invites interested suppliers to participate in preliminary market engagement activities. These may include supplier questionnaires, market engagement events, supplier demonstrations, one-to-one discussions and requests for information. Information received may be used to develop the procurement documents. The purpose of this engagement is to: 1. Understand current market capability and capacity; 2. Explore innovative approaches to Service Desk and Service Management delivery; 3. Inform the development of the future specification and procurement strategy; 4. Understand indicative market pricing and commercial models; 5. Identify opportunities to improve service quality, user experience and operational efficiency. This notice is issued for information and market engagement purposes only and does not constitute a call for competition. The Council will take the appropriate measures to ensure that participation in the market engagement does not distort competition or confer any advantage or disadvantage in any subsequent procurement process. The Council currently anticipates commencing a procurement process during 2027, with contract award anticipated in 2028. Further information regarding market engagement activities will be communicated through the appropriate procurement portals in due course. Interested organisations are encouraged to register their interest and participate in the forthcoming market engagement activities. The Council is not obliged to proceed with any procurement as a result of this notice and reserves the right to amend or discontinue the proposed procurement or market engagement process at any time. Participating organisations will be responsible for their own costs and expenses incurred in connection with the market engagement, and the Council will not be liable for those costs or expenses. Interested parties should complete the link below to register interest. https://forms.cloud.microsoft/e/7aNGbHiEyb