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IT Desk, Asset Management and Ticketing System

West Lothian Council

This public procurement record has 1 release in its history.

Award

01 Oct 2026 at 01:00

PCS Notice - Website Contract Award Notice
Summary of the contracting process

West Lothian Council bought an IT service management and IT asset management platform to replace its unsupported service desk and ticketing system. The ALVAO solution covers service desk and ticket management, incident and service-request handling, problem and change management, asset lifecycle management, self-service, knowledge management, workflow automation, approvals, time recording, project and work management, reporting and dashboards. The contract also covers software licences, implementation, configuration, migration of existing data, integration with corporate systems, training, support and maintenance. The system is for the Council’s operations in West Lothian, with delivery in Livingston. The requirement combines software supply with implementation and continuing support, rather than a standalone software licence purchase.

The procurement is complete and the contract is active. Softcat Plc was selected for the single lot, with ALVAO Limited identified as subcontractor for the delivery. The Council described the award as a direct award through the HealthTrust Europe ICT Solutions 3 framework; the process data also records an open procedure. Four bids were recorded for the lot. The contract was signed on 7 September 2026, at a value of £164,092. The award followed evaluation of functional, technical and commercial requirements, with the framework route identified as the most economically advantageous option that met the Council’s operational and technical requirements. The contract period is not stated in the published terms.

For suppliers competing when this Council’s requirement returns to market, the evidence points to a combined ITSM and ITAM offer backed by implementation and lifecycle support. Credibility will depend on delivering service desk and ticketing functions alongside asset management, self-service, knowledge management, workflow automation, approvals, project and work management, and useful reporting. Suppliers should be able to configure the platform, migrate existing data and integrate it with corporate systems, then provide training, support and maintenance. The Council’s evaluation considered functional, technical and commercial fit, so a competitive offer needs to address operational requirements as well as price. Delivery was structured around a framework route and involved a software supplier working with the solution provider; relevant framework access and partner capability are commercially pertinent.

How relevant is this notice?

Notice Information

Notice Title

IT Desk, Asset Management and Ticketing System

Notice Description

West Lothian Council has awarded a contract to Softcat plc for the provision, implementation and support of the ALVAO IT Service Management (ITSM) and IT Asset Management (ITAM) solution. The solution will replace the Council's existing unsupported IT service desk and ticketing system and provide modern service management, asset management, self-service, workflow automation, reporting, project management and integration capabilities. The contract includes software licences, implementation services, configuration, data migration, training and ongoing support and maintenance.

Lot Information

Lot 1

West Lothian Council has awarded a contract to Softcat plc for the provision, implementation and ongoing support of the ALVAO IT Service Management (ITSM) and IT Asset Management (ITAM) solution. The Council's existing IT service desk and ticketing system has reached end of vendor support and no longer receives security updates, patches or product enhancements. A replacement solution is required to provide a fully supported, secure and modern platform that aligns with the Council's IT service management requirements and digital strategy. The scope of the contract includes software licences, implementation, configuration, data migration, integration with corporate systems, service desk and ticket management functionality, asset management capabilities, self-service functionality, workflow automation, knowledge management, reporting and dashboard capabilities, training, support and maintenance. The solution will support key processes including incident management, service request fulfilment, problem management, change management, asset lifecycle management, project and work management, workflow orchestration, approval processes, time recording and performance reporting.. Following market engagement and evaluation of functional, technical and commercial requirements, the ALVAO ITSM and ITAM solution was identified as the preferred option. A direct award to Softcat under the HealthTrust Europe ICT Solutions 3 Framework represented the most economically advantageous framework route and met the Council's operational and technical requirements.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-r6ebe6-0000844564
Publication Source
Public Contracts Scotland
Latest Notice
https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=OCT565751
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
PCS Notice - Website Contract Award Notice
Procurement Type
Standard
Procurement Category
Goods
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

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

CPV Codes

48517000 - IT software package

48900000 - Miscellaneous software package and computer systems

72250000 - System and support services

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£164,092 £100K-£500K

Notice Dates

Publication Date
1 Oct 20266 days ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

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

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
West Lothian 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
LIVINGSTON
Postcode
EH54 6FF
Postcode Area
Edinburgh
Country
Scotland
Major Region (ITL 1)
TLM Scotland
Basic Region (ITL 2)
TLM1 East Central Scotland
Small Region (ITL 3)
TLM14 West Lothian
Delivery Location
TLM78 West Lothian
Local Authority
West Lothian
Electoral Ward
Livingston South
Westminster Constituency
Livingston

Supplier Information

Number of Suppliers
1
Supplier Name

Softcat Plc

Further Information

Notice Documents

  • https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=OCT565751
    IT Desk, Asset Management and Ticketing System - West Lothian Council has awarded a contract to Softcat plc for the provision, implementation and support of the ALVAO IT Service Management (ITSM) and IT Asset Management (ITAM) solution. The solution will replace the Council's existing unsupported IT service desk and ticketing system and provide modern service management, asset management, self-service, workflow automation, reporting, project management and integration capabilities. The contract includes software licences, implementation services, configuration, data migration, training and ongoing support and maintenance.

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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