--- title: "Replacement IT Service Management (ITSM) System" ocid: "ocds-b5fd17-6bc2303a-28d6-4b3c-a14e-1ecc5ac43871" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-6bc2303a-28d6-4b3c-a14e-1ecc5ac43871" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-6bc2303a-28d6-4b3c-a14e-1ecc5ac43871.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-6bc2303a-28d6-4b3c-a14e-1ecc5ac43871.json" source: "Contracts Finder" current_stage: "Award" buyer: "CITY OF BRADFORD METROPOLITAN DISTRICT COUNCIL" published: "2026-03-31" --- # Replacement IT Service Management (ITSM) System Buyer: CITY OF BRADFORD METROPOLITAN DISTRICT COUNCIL Current stage: Award OCID: ocds-b5fd17-6bc2303a-28d6-4b3c-a14e-1ecc5ac43871 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-6bc2303a-28d6-4b3c-a14e-1ecc5ac43871) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-6bc2303a-28d6-4b3c-a14e-1ecc5ac43871.json) ## Summary The City of Bradford Metropolitan District Council has concluded the award stage of its tender process for a "Replacement IT Service Management (ITSM) System." This procurement falls under the IT services category, encompassing consulting, software development, and support. The tender process was conducted under the Crown Commercial Services Back Office Software 2 (BOS2) RM6285 framework, with Softcat Plc selected as the provider. The contract was awarded on 24th March 2026 and commences on 1st April 2026, running until 31st March 2031, with potential extensions that could extend the contract to a maximum of ten years. The procurement targets a wide geographic reach, including the UK, British Overseas Territories, and potentially further afield. This tender offers substantial opportunities for businesses specialising in IT services, particularly those with expertise in cloud-hosted systems and innovative technological solutions. Companies positioned to enhance IT service management, can leverage this project to expand their governmental client base and influence in the public sector. Additionally, businesses that also have capabilities in Customer Relationship Management (CRM) systems and document management solutions may find further opportunities, as the scope has the potential to extend based on demonstrated capabilities. Suitability for SMEs and VCSEs is noted, expanding the potential bidder pool and promoting inclusive participation in public procurement. ## Notice The Council is seeking to appoint a suitably experienced and qualified Provider (the Provider) to deliver a cloud-hosted replacement IT Service Management (ITSM) system. The current ITSM tool has been in place since 2015. With the advancement of technology, the Council is keen to take advantage of up-to-date technology, functionality, current call handling and asset management systems to improve and enhance service delivery to its customers. Addendum A provides bidders with overview information about the current IT infrastructure, services, and support, including any standards/policies/technical requirements. This will allow bidders to gain an understanding to ensure appropriateness of their solution(s) and enable them to provide an accurate pricing for the implementation and running of their services. Addendum B outlines potential future requirements for a Customer Relationship Management (CRM) system, Customer Portal, and Electronic Document Management (EDM) solution. Should the selected ITSM solution demonstrate the capability to meet these requirements, the Council reserves the right, at its sole discretion, to extend the scope of this contract to include some or all of these components. The initial contract term is expected to be five (5) years, with the possibility of extension for up to two (2) additional periods of 24 months each and a further period of 12 months. This allows for a maximum potential contract duration of ten (10) years. During any extension periods, the Council retains the right to modify the scope of support requirements as necessary. This procurement is being run as a Further Competition under the Crown Commercial Services Back Office Software 2 (BOS2) RM6285 framework. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/8e53f24d-da91-4ea1-ada5-9486f39efa14 | | Notice type | Award Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Not Specified | | Procurement method details | Other - | | Tender suitability | SME, VCSE | | Awardee scale | Large | | All stages | Award | ## Dates | Field | Value | | --- | --- | | Publication date | 31 Mar 2026 | | Submission deadline | 23 Jan 2026 | | Future notice date | Not specified | | Award date | 24 Mar 2026 | | Contract period | 31 Mar 2026 - 31 Mar 2031 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £2,400,000 | | Lots value | Not specified | | Awards value | £897,100 | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Complete | | Lots status | Not specified | | Awards status | Active | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | CITY OF BRADFORD METROPOLITAN DISTRICT COUNCIL | | Locality | BRADFORD | | Post town | Bradford | | Postcode | BD1 1HX | | Country | England | | ITL 1 | TLE Yorkshire and The Humber | | ITL 2 | TLE4 West Yorkshire | | ITL 3 | TLE41 Bradford | | Local authority | Bradford | | Electoral ward | City | | Westminster constituency | Bradford West | | Delivery location | Not specified | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 1 | | Supplier names | SOFTCAT | ## CPV Codes ### Divisions - 72 - IT services: consulting, software development, Internet and support ### Codes - 72000000 - IT services: consulting, software development, Internet and support ## Release History - 31 Mar 2026 at 10:00 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/8e53f24d-da91-4ea1-ada5-9486f39efa14 ## Documents - https://www.contractsfinder.service.gov.uk/Notice/8e53f24d-da91-4ea1-ada5-9486f39efa14 31st March 2026 - Awarded contract notice on Contracts Finder - https://uk.eu-supply.com/app/rfq/rwlentrance_s.asp?PID=99970&B=UK Additional data - https://uk.eu-supply.com/ctm/Company/CompanyInformation/Index/103277 User / Company ## Notice URLs - https://www.bradford.gov.uk/ ## 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-b5fd17-6bc2303a-28d6-4b3c-a14e-1ecc5ac43871. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-6bc2303a-28d6-4b3c-a14e-1ecc5ac43871.json.