ITSM Toolset
Details
- Supplier(s)
- Ultima Business Solutions Ltd
- Value
- £126,773.34
- Duration
- 1 year
- Topic
- IT services: consulting, software development, Internet and support
- Published
- 3 February 2026
- Source
- uk:find_a_tender
Tender description
IT Service Management (ITSM) processes (including, but not limited to incidents, major incidents, request fulfilment, change, problem and security event management). Management Information for reporting and performance management purposes. The ITSM platform is widely used by internal teams and key suppliers to manage demand from end users from notification of the issue through to resolution of tickets logged. 2026/2027 costs include licensing to implement a chatbot which can handle common requests as well as generative AI which helps generate ticket summaries, suggests next actions and auto-creates content such as knowledge base articles. ## Contract award
Timeline
- Completed: Award published3 February 2026Current notice
- Completed: Award date3 February 2026
- Next: Contract expiry date16 February 2027in 3 months
About the buyer
London Borough of Harrow buys as a local authority, procuring under the Procurement Act 2023. Frameworks set up by the Crown Commercial Service, the Eastern Shires Purchasing Organisation and NHS Shared Business Services also cover much of what the council buys. Supply Ready Harrow trains local businesses to compete for its contracts and for wider public sector work.
Over the past 5 years, most of London Borough of Harrow's contract awards have been in health and social work, business services and construction work.
Decision makers
Connect with the people behind this procurement.
| Contact name | Job title | Phone number | Work email |
|---|---|---|---|
| Head of Procurement | +44 •••• •••••• | ••••••••@london-borough-of-harrow.gov | |
| Commercial Director | +44 •••• •••••• | ••••••••@london-borough-of-harrow.gov | |
| Procurement Manager | +44 •••• •••••• | ••••••••@london-borough-of-harrow.gov | |
| Category Lead | +44 •••• •••••• | ••••••••@london-borough-of-harrow.gov | |
| Senior Buyer | +44 •••• •••••• | ••••••••@london-borough-of-harrow.gov | |
| Contracts Manager | +44 •••• •••••• | ••••••••@london-borough-of-harrow.gov |
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