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Service Desk and Service Management Solution

Glasgow City Council

This public procurement record has 1 release in its history.

Planning

21 Oct 2026 at 14:43

Planning Notice
Summary of the contracting process

Glasgow City Council intends to procure a service desk and IT service management solution, with associated support, to deliver ICT services across the organisation. The potential scope includes user helpdesk and end-user support; incident, request, problem and change management; IT service management software; service integration and operational management; customer experience; reporting and performance analytics; automation, self-service and AI-enabled support; and transition, mobilisation and ongoing service support. The work would support the Council’s future service desk and service management operating model. Delivery is for Glasgow City Council across Glasgow City.

This is at the planning stage: the Council has announced its intention to procure, but has not invited tenders. It plans preliminary market engagement, which could involve questionnaires, events, demonstrations, one-to-one discussions and requests for information. The Council expects to begin the procurement in 2027 and anticipates awarding a contract in 2028. It will use market feedback to develop its requirements and procurement strategy, and to understand available solutions, delivery models, pricing and commercial approaches. The engagement is not a competition, and taking part does not guarantee a later contract. The Council may change or discontinue the proposed procurement or engagement; participants bear their own costs.

The planned requirement is suited to suppliers able to combine service desk and end-user support with IT service management platforms and operational delivery. Relevant capabilities include managing incidents, requests, problems and changes; integrating services; improving customer experience; and providing reporting, performance analytics, automation, self-service or AI-enabled support. Suppliers with experience in transition and mobilisation, followed by continuing service support, may also be well placed. The Council is seeking market input on current capability and capacity, innovative delivery approaches, best practice, service quality, user experience and operational efficiency. Early engagement offers suppliers a chance to explain their solutions and delivery models while the Council shapes its specification and procurement approach. The requirements are still being developed through this engagement. No specific accreditation or supplier qualification criteria are set out.

How relevant is this notice?

Notice Information

Notice Title

Service Desk and Service Management Solution

Notice Description

Glasgow City Council ("the Council") is providing advance notice of its intention to procure a Service Desk and Service Management solution and associated support services for the delivery of ICT services across the organisation. The Council is currently reviewing its future Service Desk and Service Management operating model and is seeking to engage with the market to better understand available solutions, service delivery approaches, emerging technologies and best practice. This engagement will help inform the development of the Council's requirements and the selection of an appropriate procurement strategy.

Lot Information

Lot 1

Glasgow City Council ("the Council") is providing advance notice of its intention to procure a Service Desk and Service Management solution and associated support services for the delivery of ICT services across the organisation. The Council is currently reviewing its future Service Desk and Service Management operating model and is seeking to engage with the market to better understand available solutions, service delivery approaches, emerging technologies and best practice. This engagement will help inform the development of the Council's requirements and the selection of an appropriate procurement strategy. The requirement may include, but is not limited to: 1. Service Desk and user support services; 2. Incident, request, problem and change management capabilities; 3. IT Service Management (ITSM) tooling and platform solutions; 4. End-user support and customer experience management; 5. Service integration and operational management capabilities; 6. Reporting, performance management and service analytics; 7. Automation, self-service and AI-enabled support functionality; 8. Transition, mobilisation and ongoing service support arrangements. The Council invites interested suppliers to participate in preliminary market engagement activities. These may include supplier questionnaires, market engagement events, supplier demonstrations, one-to-one discussions and requests for information. Information received may be used to develop the procurement documents. The purpose of this engagement is to: 1. Understand current market capability and capacity; 2. Explore innovative approaches to Service Desk and Service Management delivery; 3. Inform the development of the future specification and procurement strategy; 4. Understand indicative market pricing and commercial models; 5. Identify opportunities to improve service quality, user experience and operational efficiency. This notice is issued for information and market engagement purposes only and does not constitute a call for competition. The Council will take the appropriate measures to ensure that participation in the market engagement does not distort competition or confer any advantage or disadvantage in any subsequent procurement process. The Council currently anticipates commencing a procurement process during 2027, with contract award anticipated in 2028. Further information regarding market engagement activities will be communicated through the appropriate procurement portals in due course. Interested organisations are encouraged to register their interest and participate in the forthcoming market engagement activities. The Council is not obliged to proceed with any procurement as a result of this notice and reserves the right to amend or discontinue the proposed procurement or market engagement process at any time. Participating organisations will be responsible for their own costs and expenses incurred in connection with the market engagement, and the Council will not be liable for those costs or expenses. Interested parties should complete the link below to register interest. https://forms.cloud.microsoft/e/7aNGbHiEyb

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-078d08
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/099562-2026
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
Planning 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

72253000 - Helpdesk and support 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 Oct 20265 days ago
Submission Deadline
Not specified
Future Notice Date
1 Apr 20276 months to go
Award Date
Not specified
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Planned
Lots Status
Planned
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Glasgow City Council
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
GLASGOW
Postcode
G2 1DU
Postcode Area
Glasgow
Country
Scotland
Major Region (ITL 1)
TLM Scotland
Basic Region (ITL 2)
TLM3 West Central Scotland
Small Region (ITL 3)
TLM32 Glasgow City
Delivery Location
TLM82 Glasgow City
Local Authority
Glasgow City
Electoral Ward
Anderston/City/Yorkhill
Westminster Constituency
Glasgow North East

Further Information

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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