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DA.UWTSD2526.078 - Enterprise Service Management Platform

University of Wales Trinity Saint David

This public procurement record has 4 releases in its history.

Award

25 Aug 2026 at 13:47

UK7 - Contract Details Notice
Award

11 Aug 2026 at 11:22

UK6 - Contract Award Notice
AwardUpdate

27 Jul 2026 at 15:22

UK5 - Transparency Notice
Award

15 Jul 2026 at 16:55

UK5 - Transparency Notice
Summary of the contracting process

The University of Wales Trinity Saint David procured continued access to an enterprise service management platform based on ServiceNow. The requirement covers the existing business-critical platform, proprietary software licences, maintenance, upgrades and vendor support. It supports multiple operational and customer-facing functions across the institution, including IT services, student support, marketing, digital services, workflow automation and wider service management activities. The buyer is the University of Wales Trinity Saint David, a Welsh public authority. Delivery is across the University’s operations in the United Kingdom, with the buying organisation based at its Carmarthen Campus. The associated procurement classification is administration software package. This is an established software environment embedded in the University’s digital infrastructure, rather than a new implementation or standalone consultancy requirement.

The procurement is complete and was awarded through a direct award to ServiceNow. The award date was 27 July 2026, following a standstill period ending on 20 August 2026. The award value was £830,895.10 excluding VAT, or £997,074.12 including VAT. The resulting contract was signed on 25 August 2026 and is active from 25 August 2026 to 25 August 2029. The award and contract values differ marginally. There was one completed lot. The University justified the direct award because ServiceNow owns and provides the proprietary platform, licences, maintenance, upgrades and support, and because replacing the deeply integrated environment would create significant cost and operational disruption. The selected supplier is ServiceNow.

This award indicates sustained institutional demand for enterprise service management software supporting IT, student services, marketing, digital operations, workflow automation and service management. A credible future competitor would need a mature platform able to support multiple business-critical functions through configurable workflows, integrations and automations, with strong continuity and resilience. Relevant capability includes software licensing, platform maintenance, upgrades, vendor-led technical support and dependable incident response and resolution. Suppliers would also need to demonstrate that their solution can integrate with established digital infrastructure without unacceptable disruption, while protecting the buyer’s existing investment. ServiceNow’s selection shows the importance of proprietary platform ownership, established operational knowledge and standard service levels covering availability, support records and contract management. The opportunity is therefore best suited to major enterprise software providers or well-established platform vendors with substantial implementation and support capacity.

How relevant is this notice?

Notice Information

Notice Title

DA.UWTSD2526.078 - Enterprise Service Management Platform

Notice Description

The University wishes to make a Direct Award with ServiceNoW as it currently utilises the ServiceNow platform as a business-critical enterprise service management solution supporting multiple operational and customer-facing functions across the institution, including IT services, student support, marketing, digital services, workflow automation, and service management activities.

Procurement Information

The University intends to enter into a direct agreement with ServiceNow for the continued provision of its existing enterprise service management platform. ServiceNow is the sole owner and provider of the proprietary software, associated licences, maintenance, upgrades and vendor support required to operate the University's existing environment. The platform is deeply embedded within the University's digital infrastructure, supporting multiple business-critical services through established workflows, integrations and automations. Replacing the platform would require significant technical reimplementation, substantial additional cost, and would create unacceptable operational disruption to essential services. Following the withdrawal of the University's previous licensing reseller from the market, contracting directly with ServiceNow represents the only technically viable solution to ensure continuity of service, maintain access to ongoing product support and updates, and protect the University's existing investment in the platform.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-06cc42
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/080861-2026
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
UK7 - Contract Details Notice
Procurement Type
Standard
Procurement Category
Goods
Procurement Method
Direct
Procurement Method Details
Direct award
Tender Suitability
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

CPV Codes

48219300 - Administration software package

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
£830,895 £500K-£1M
Contracts Value
£830,895 £500K-£1M

Notice Dates

Publication Date
25 Aug 20263 weeks ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
27 Jul 20261 months ago
Contract Period
25 Aug 2026 - 25 Aug 2029 3-4 years
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
University of Wales Trinity Saint David
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
CARMARTHEN
Postcode
SA31 3EP
Postcode Area
Swansea
Country
Wales
Major Region (ITL 1)
TLL Wales
Basic Region (ITL 2)
TLL4 Mid and South West Wales
Small Region (ITL 3)
TLL42 South West Wales
Delivery Location
Not specified
Local Authority
Carmarthenshire
Electoral Ward
Carmarthen Town West
Westminster Constituency
Caerfyrddin

Supplier Information

Number of Suppliers
1
Supplier Name

ServiceNow

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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