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CPT_26_03 IT Service management (ITSM)

National Audit Office

This public procurement record has 2 releases in its history.

Award

11 Sep 2026 at 15:59

UK6 - Contract Award Notice
Tender

29 Apr 2026 at 15:28

UK4 - Tender Notice
Summary of the contracting process

The National Audit Office procured an enterprise-grade IT service management (ITSM) platform and associated support for internal users across its organisation. The requirement covers provision, implementation and configuration of a scalable platform supporting incident management, service requests, change management, asset and configuration management, workflow automation, reporting and governance. It also includes transition from the incumbent system, secure data migration, integration with the NAO’s Microsoft-based digital estate, service-readiness activity and ongoing platform support. The supplier must maintain the platform, provide updates and security patching, manage vulnerabilities and support resilience and service continuity. The work is delivered across the United Kingdom. The procurement is classified as software and information systems and information technology services.

This procurement has been awarded. Halo Service Solutions LTD was selected on 10 September 2026 through a selective competitive flexible procedure under the Procurement Act 2023. Two bids reached the final stage, including one from an SME. Evaluation weighted quality at 80% and price at 20%. Economic and technical selection criteria applied, with further requirements set out in the Invitation to Participate and Procurement Specific Questionnaire. The awarded value is up to £1.8 million including VAT (£1.5 million excluding VAT). The contract runs from 2 November 2026 to 31 May 2030, with options for two further 12-month extensions to 31 May 2032. It was a single-lot procurement, and the lot was suitable for SMEs and voluntary, community or social enterprises.

This award shows demand for a supplier able to combine ITSM software with implementation, transition and long-term managed support for a central government organisation. A credible competitor for a future requirement would need a mature platform covering incident, request, change, asset and configuration management, workflow automation, reporting and governance, with configurable processes that do not depend on extensive development or continual consultancy. Relevant capability also includes secure migration from an incumbent system, integration with Microsoft-based environments and service-readiness planning that minimises operational disruption. Suppliers should be able to demonstrate disciplined vulnerability identification, prioritisation, remediation, patching and security reporting, supported by recognised good practice. A sustainable product roadmap, resilient support model and capacity to serve multiple internal functions would also be important.

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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 sought 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 included 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 is required to be scalable, configurable, and proportionate to the NAO's operational needs, and capable of supporting multiple internal functional areas. The procurement sought a supplier capable of delivering 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 is required to provide an intuitive user experience, configurable workflows, and accessible reporting, without reliance on complex development or ongoing external consultancy. The requirement also included robust ongoing platform support, including routine updates, security maintenance and patching, and effective vulnerability management and remediation. This includes 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 successful supplier is required 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 procurement sought a supplier able to 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 will commence on Monday 2 November 2026 and includes an initial six-month mobilisation and implementation period, with service go-live anticipated from Tuesday 1 June 2027. The initial contract term is three (3) years until Friday 31 May 2030, with options to extend for up to two further periods of twelve (12) months, up to a maximum contract end date of Monday 31 May 2032. The contract has been awarded with a maximum value of up to 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-068e3b
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/086583-2026
Current Stage
Award
All Stages
Tender, Award

Procurement Classification

Notice Type
UK6 - Contract Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Selective
Procurement Method Details
Competitive flexible procedure
Tender Suitability
SME, VCSE
Awardee Scale
SME

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

Notice Dates

Publication Date
11 Sep 20264 days ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
10 Sep 20266 days ago
Contract Period
2 Nov 2026 - 31 May 2030 3-4 years
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Complete
Awards Status
Active
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

Supplier Information

Number of Suppliers
1
Supplier Name

Halo Service Solutions Ltd

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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