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PME - IT Service Management

The Mayor and Commonalty and Citizens of the City of London

This public procurement record has 4 releases in its history.

PlanningUpdate

21 Jul 2026 at 10:22

UK2 - Preliminary Market Engagement Notice
PlanningUpdate

16 Jul 2026 at 13:58

UK2 - Preliminary Market Engagement Notice
PlanningUpdate

02 Jul 2026 at 16:52

UK2 - Preliminary Market Engagement Notice
Planning

02 Jul 2026 at 16:47

UK2 - Preliminary Market Engagement Notice
Summary of the contracting process

The City of London Corporation, including the City of London Police, is reviewing its organisation-wide IT Service Management toolset and exploring modern ITSM solutions. The requirement is for an IT service management platform supporting incident, request, problem, change, release, knowledge and major incident management. It also covers enterprise service management workflows for HR, Facilities, Finance, Legal and other corporate services. Relevant functionality includes AI-assisted ticket handling and analytics, self-service and omnichannel access, service catalogues, knowledge management, mobile access, Microsoft Teams and Outlook integration, workflow automation, APIs, monitoring, security and asset-management integrations. The service must provide operational dashboards, SLA and KPI reporting, configuration and asset management, audit controls and governance reporting. The buyer is the City of London Corporation, with delivery across the organisation.

This procurement is at the planning stage and the buyer has run a Preliminary Market Engagement exercise, rather than inviting tenders. The engagement questionnaire was intended to run until 22 July 2026 at midday, with a possible subsequent notice indicated for 28 September 2026. The anticipated procurement covers one lot. The planned contract period is 1 September 2027 to 31 August 2029, with the possibility of renewal extending the maximum period to 31 August 2031. The procurement is for services and is above the relevant threshold. The engagement is intended to help the buyer understand the market and the capability of modern ITSM solutions before deciding how to proceed. No contract value or award criteria are set out at this stage.

This will suit established ITSM software providers, service-management specialists and capable technology partners preparing for a future public-sector procurement. Strong candidates are likely to have demonstrable experience working with local authorities, an excellent customer-service model and the ability to meet the Corporation’s technical and operational requirements. Relevant capability includes enterprise-scale ITSM and ESM implementations, configurable workflows, integrations with Microsoft 365 and corporate monitoring, security and asset-management systems, and robust APIs or webhooks. Suppliers should be able to support AI-assisted service operations, virtual agents, predictive analytics, self-service and omnichannel engagement. Experience of CMDB and service mapping, asset lifecycles, SLA and KPI reporting, audit controls and governance reporting will also be relevant. All data and application services, including AI engines, must be hosted in the UK.

How relevant is this notice?

Notice Information

Notice Title

PME - IT Service Management

Notice Description

The City of London Corporation (including the City of London Police) is reviewing the current IT Service Management toolset in use across the organisation. The City is interested in understanding the capability of modern ITSM solutions to support efficient, scalable and customer-focused service delivery. Key features of interest include: * All data and application services, including AI engines must be hosted within the UK. * Core ITSM process support, including incident, request, problem, change, release, knowledge and major incident management. * Enterprise Service Management (ESM) capability, enabling service management workflows to be extended beyond IT into areas such as HR, Facilities, Finance, Legal and other corporate services. * AI-assisted service management, including ticket summarisation, automated categorisation and routing, virtual agent support, knowledge recommendations and predictive analytics. * Modern self-service and omnichannel engagement, including a user-friendly portal, service catalogue, knowledge base, mobile access and integration with Microsoft Teams and Outlook. * Workflow automation and integration capability, including configurable approvals, automated notifications, APIs, webhooks and integration with Microsoft 365, monitoring, security and asset management tools. * Operational reporting, asset and configuration management, including real-time dashboards, SLA and KPI reporting, comprehensive CMDB/service mapping, IT asset lifecycle management, audit controls and governance reporting.

Planning Information

This is a Preliminary Marketing Engagement (PME) exercise for IT Service Management undertaken by the City of London Corporation (“the City”). The City of London Corporation (including the City of London Police) is reviewing the current IT Service Management toolset in use across the organisation. The City is interested in understanding the capability of modern ITSM solutions to support efficient, scalable and customer-focused service delivery. If you feel that your organisation is able to contribute to this exercise, suppliers shall register free of charge via the https://cityoflondon.ukp.app.jaggaer.com/ portal. Once registered, the supplier can access the questionnaire by clicking on the following link: https://cityoflondon.ukp.app.jaggaer.com/go/85756306019F36E4E2E7 Please note that this is not a call for competition. The following are pertinent to this Preliminary Market Engagement (PME) Questionnaire. Suppliers responding must have; • An understanding of what the City of London Corporation (“the City”) is aiming to deliver • An experience of working with Local Authorities • Capability to comply with the Corporation’s requirements for the IT Service Management Tool. • An excellent approach to customer service For the avoidance of doubt, this notice is for the purpose of conducting a Preliminary Market Engagement (PME) exercise and will not formally begin the procurement or constitute any commitment by the City of London Corporation to undertake any procurement exercise. Participation in the PME will be at each organisations own cost. No expense in responding to this PME will be reimbursed by the City. UPDATE: The PME will run from until 22th July 2026 at midday. The link to the questionnaire is: https://cityoflondon.ukp.app.jaggaer.com/go/85756306019F36E4E2E7

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-06c2c8
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/068564-2026
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
UK2 - Preliminary Market Engagement Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Not Specified
Procurement Method Details
Not specified
Tender Suitability
Not specified
Awardee Scale
Not specified

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

72212451 - Enterprise resource planning software development services

72222300 - Information technology services

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
21 Jul 20261 months ago
Submission Deadline
Not specified
Future Notice Date
28 Sep 20262 months to go
Award Date
Not specified
Contract Period
1 Sep 2027 - 31 Aug 2029 2-3 years
Recurrence
Not specified

Notice Status

Tender Status
Planning
Lots Status
Planning
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
The Mayor and Commonalty and Citizens of the City of London
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
CITY OF LONDON
Postcode
EC2P 2EJ
Postcode Area
Central London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI4 Inner London - East
Small Region (ITL 3)
TLI43 Haringey and Islington
Delivery Location
Not specified
Local Authority
Islington
Electoral Ward
Clerkenwell
Westminster Constituency
Islington South and Finsbury

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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