Award

ITSM Toolset

LONDON BOROUGH OF HARROW

This public procurement record has 1 release in its history.

Award

03 Feb 2026 at 18:15

UK7 - Contract Details Notice
Summary of the contracting process

The London Borough of Harrow has concluded a procurement process for an IT Service Management (ITSM) Toolset aimed at enhancing ITSM operations, such as incidents, request fulfilment, and security event management. This procurement process, classified under the public authority sub-central government category, falls under the IT services industry, with the procurement method identified as limited competition due to the below threshold procurement rules. The award, completed on 3rd February 2026, involves London-based operations. The contract was awarded to ULTIMA BUSINESS SOLUTIONS LTD., with an active contract period from 17th February 2026 to 16th February 2027.

This procurement offers significant opportunities for business growth by enabling suppliers to engage in a critical sector that relies on efficient IT services to support daily operations. Companies, particularly those with expertise in IT consulting, software development, and support services, are especially suited to compete in such tenders. The procurement allows businesses to deploy innovative solutions, such as chatbots and generative AI, within public authority settings, thereby expanding their footprint in the public sector while enhancing the client’s service capabilities.

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Notice Information

Notice Title

ITSM Toolset

Notice 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.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-0615eb
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/009684-2026
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
UK7 - Contract Details Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Limited
Procurement Method Details
Below threshold - limited competition
Tender Suitability
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

72 - IT services: consulting, software development, Internet and support

CPV Codes

72000000 - IT services: consulting, software development, Internet and support

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£126,773 £100K-£500K

Notice Dates

Publication Date
3 Feb 20262 weeks ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
3 Feb 20262 weeks ago
Contract Period
17 Feb 2026 - 16 Feb 2027 6-12 months
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Complete
Awards Status
Active
Contracts Status
Active

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
LONDON BOROUGH OF HARROW
Contact Name
Not specified
Contact Email
procurement@harrow.gov.uk
Contact Phone
Not specified

Buyer Location

Locality
HARROW
Postcode
HA3 8FL
Post Town
Harrow
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI7 Outer London - West and North West
Small Region (ITL 3)
TLI74 Harrow and Hillingdon
Delivery Location
Not specified
Local Authority
Harrow
Electoral Ward
Kenton West
Westminster Constituency
Harrow East

Supplier Information

Number of Suppliers
1
Supplier Name

ULTIMA BUSINESS SOLUTIONS

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

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