--- title: "ITSM Upgrade for OneSource 2021 ITTH36" ocid: "ocds-b5fd17-01f4a6f7-616e-423c-aef1-786194aa41c1" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-01f4a6f7-616e-423c-aef1-786194aa41c1" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-01f4a6f7-616e-423c-aef1-786194aa41c1.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-01f4a6f7-616e-423c-aef1-786194aa41c1.json" source: "Contracts Finder" current_stage: "Tender" buyer: "LONDON BOROUGH OF HAVERING" published: "2021-09-30" --- # ITSM Upgrade for OneSource 2021 ITTH36 Buyer: LONDON BOROUGH OF HAVERING Current stage: Tender OCID: ocds-b5fd17-01f4a6f7-616e-423c-aef1-786194aa41c1 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-01f4a6f7-616e-423c-aef1-786194aa41c1) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-01f4a6f7-616e-423c-aef1-786194aa41c1.json) ## Summary The London Borough of Havering is seeking bids for the ITSM Upgrade for OneSource, an IT Service Management solution essential for supporting over 7,000 staff across various service requests. This tender falls within the services industry category and is currently in the Tender phase, with a deadline for submissions set for 29th October 2021. The contract, valued at approximately £375,000, is intended to start on 31st January 2022 and will run for four years until 31st January 2026. The procurement method is an open procedure, allowing a broad array of suppliers to participate. This tender presents significant opportunities for businesses specialising in software development and IT services, particularly those with experience in ITIL-compliant solutions. Companies capable of delivering innovative customer support tools and those offering mobile compatibility will be well-positioned to compete. The market engagement event scheduled for 6th October will provide potential bidders with further insights into the project and the expectations of the council, facilitating collaboration and service improvement in operations. ## Notice The ITSM (IT Service Management) solution used by one source is a mission critical tool that is used to support over 7,000 staff from LBH and LBN for IT, Human Resources and Finance related service requests. one source is looking to replace the current ITSM tool with one that will provide the capability to support the high quality and innovative customer support experience that the organisation demands going forward. The ITSM tool must be built upon the industry best practice defined in the ITIL framework. The vision is for the ITSM solution to provide the following high level benefits to one source staff and customers: Log tickets from mobile devices with support for Bring Your Own Device (BYOD); Improved choice of interaction (i.e. chat bots, live chat, online form); Easier to find information and support; Increased engagement; Improved customer journey; Overall improved satisfaction; Suppliers are expected to honour this ethos and be passionate about technology being an enabler to continuous service improvement in operations and product delivery. PLEASE NOTE THAT THERE WILL BE MARKET ENGAGEMENT EVENT HELD ON LINE ON THE 6TH OCTOBER BETWEEN 1PM AND 2PM THE LINK TO THINK WIL BE SHARED VIA THE HAVERING COUNCIL FUSION ETENDERING PROCUREMENT PORTAL (WHERE THE TENDER DOCUMENTS CAN ALSO BE FOUND) Additional information: PLEASE NOTE THAT THERE WILL BE MARKET ENGAGEMENT EVENT HELD ON LINE ON THE 6TH OCTOBER BETWEEN 1PM AND 2PM THE LINK TO THINK WIL BE SHARED VIA THE HAVERING COUNCIL FUSION ETENDERING PROCUREMENT PORTAL (WHERE THE TENDER DOCUMENTS CAN ALSO BE FOUND) ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/3f5bbf31-6062-4912-b993-7b0049e341fe | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure (above threshold) | | Tender suitability | SME | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 30 Sep 2021 | | Submission deadline | 29 Oct 2021 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 31 Jan 2022 - 31 Jan 2026 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £375,000 | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Active | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | LONDON BOROUGH OF HAVERING | | Locality | ROMFORD | | Post town | Romford | | Postcode | RM1 3BB | | Country | England | | ITL 1 | TLI London | | ITL 2 | TLI5 Outer London - East and North East | | ITL 3 | TLI52 Barking & Dagenham and Havering | | Local authority | Havering | | Electoral ward | St Edward's | | Westminster constituency | Romford | | Delivery location | Not specified | ## CPV Codes ### Divisions - 48 - Software package and information systems ### Codes - 48000000 - Software package and information systems ## Release History - 30 Sep 2021 at 15:17 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/3f5bbf31-6062-4912-b993-7b0049e341fe ## Documents - https://www.contractsfinder.service.gov.uk/Notice/3f5bbf31-6062-4912-b993-7b0049e341fe 30th September 2021 - Opportunity notice on Contracts Finder - https://www.havering.gov.uk/info/20071/doing_business_with_us/389/current_tender_opportunities link for portal ## Provenance This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-01f4a6f7-616e-423c-aef1-786194aa41c1. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-01f4a6f7-616e-423c-aef1-786194aa41c1.json.