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CPT_26_03 IT Service management (ITSM)

National Audit Office

This public procurement record has 1 release in its history.

Tender

29 Apr 2026 at 15:05

UK4 - Tender Notice
Summary of the contracting process

The National Audit Office is seeking a supplier for its IT Service Management (ITSM) needs, aiming to appoint a qualified vendor to establish an enterprise-grade ITSM platform that supports various core processes such as incident management and service requests. This tender falls under the "Software package and information systems" industry category, situated in the United Kingdom, with significant activities unfolding in London. The procurement is in the tender stage, with relevant documentation available for prospective suppliers. A Virtual Market Engagement event will be held on the 8th of May 2026, providing an opportunity for potential bidders to learn more about the requirements, with expressions of interest to be submitted by noon on the 7th of May. Bidders are reminded that the service commencement is slated for the 4th of November 2026, with a potential maximum contract duration lasting until 31st May 2032 and a gross contract value up to £1.8 million.

This procurement presents an enticing opportunity for companies specialising in IT service management solutions, especially those offering scalable, user-friendly platforms with robust security measures. The competitive flexible procedure will shortlist up to five suppliers based on their economic and technical prowess, providing room for small and medium enterprises, as well as voluntary, community, and social enterprises to compete. Participants who succeed in securing a position in the shortlist will have the chance to work alongside the National Audit Office, contributing to the enhancement of public services while expanding their portfolio through this substantial contract. Interested businesses should ensure readiness for a competitive, transparent process complying with the Procurement Act 2023, allowing them to leverage their expertise in providing cutting-edge IT solutions in line with the NAO’s operational and security standards.

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Notice Information

Notice Title

CPT_26_03 IT Service management (ITSM)

Notice Description

The National Audit Office (NAO) is the UK's independent public spending watchdog. It supports Parliament in holding government to account and helps improve public services through high quality audit and assurance work. The NAO is seeking to appoint an experienced supplier to provide an enterprise grade IT Service Management (ITSM) solution and associated support services for internal users across the organisation. The requirement includes the provision, implementation, configuration, and ongoing support of an ITSM platform capable of supporting core ITSM processes, including incident management, service requests, change management, asset and configuration management, workflow automation, reporting, and governance. The solution must be scalable, configurable, and proportionate to the NAO's operational needs, and capable of supporting multiple internal functional areas. The selected supplier will be expected to deliver a controlled transition from the incumbent system, including secure data migration, integration with the NAO's Microsoft based digital estate, and service readiness activities, with minimal disruption to business operations. The solution should provide an intuitive user experience, configurable workflows, and accessible reporting, without reliance on complex development or ongoing external consultancy. The NAO also requires robust ongoing platform support, including routine updates, security maintenance and patching, and effective vulnerability management and remediation. This should include the ability to identify, assess, track, prioritise, and remediate security vulnerabilities affecting the ITSM platform and its components, supported by appropriate controls, governance, and reporting. The selected supplier must be able to provide assurance that vulnerabilities are managed in line with recognised industry good practice and the NAO's information security and risk management requirements. In addition, the supplier must demonstrate a sustainable product roadmap and ongoing service support model to ensure long term service continuity, platform resilience, and alignment with the NAO's future operational and digital requirements. The contract is expected to commence on Wednesday 4th November 2026 and includes an initial six month mobilisation and implementation period, with service go live anticipated from Tuesday 1st June 2027. The initial contract term will be three (3) years, with options to extend for up to two further periods of twelve (12) months, up to a maximum contract end date of Monday 31st May 2032. The estimated maximum contract value is PS1.8 million inclusive of VAT over the full potential five year term.

Lot Information

Lot 1

Renewal: The NAO reserves the right to extend the Contract by up to two (2) additional periods of twelve (12) months each, up to a maximum end date of Monday 31st May 2032.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-068e31
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/039299-2026
Current Stage
Tender
All Stages
Tender

Procurement Classification

Notice Type
UK4 - Tender Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Competitive flexible procedure
Tender Suitability
SME, VCSE
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

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

CPV Codes

48000000 - Software package and information systems

72222300 - Information technology services

Notice Value(s)

Tender Value
£1,500,000 £1M-£10M
Lots Value
£1,500,000 £1M-£10M
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
29 Apr 20264 months ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
4 Nov 2026 - 31 May 2030 3-4 years
Recurrence
2031-03-03

Notice Status

Tender Status
Active
Lots Status
Active
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
National Audit Office
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
SW1W 9SP
Postcode Area
South West London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI3 Inner London - West
Small Region (ITL 3)
TLI35 Westminster and City of London
Delivery Location
Not specified
Local Authority
Westminster
Electoral Ward
Pimlico North
Westminster Constituency
Cities of London and Westminster

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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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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