--- title: "Integrated IT Service Management Tool 2016" ocid: "ocds-b5fd17-6cd2ad23-adca-11e6-9901-0019b9f3037b" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-6cd2ad23-adca-11e6-9901-0019b9f3037b" markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-6cd2ad23-adca-11e6-9901-0019b9f3037b.md" json_url: "https://d3tenders.com/contract/ocds-b5fd17-6cd2ad23-adca-11e6-9901-0019b9f3037b.json" source: "Contracts Finder" current_stage: "Tender" buyer: "UNIVERSITY FOR THE CREATIVE ARTS" published: "2016-12-07" --- # Integrated IT Service Management Tool 2016 Buyer: UNIVERSITY FOR THE CREATIVE ARTS Current stage: Tender OCID: ocds-b5fd17-6cd2ad23-adca-11e6-9901-0019b9f3037b [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-6cd2ad23-adca-11e6-9901-0019b9f3037b) [Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-6cd2ad23-adca-11e6-9901-0019b9f3037b.json) ## Summary The University for the Creative Arts (UCA) is seeking to procure an Integrated IT Service Management Tool, aimed at creating a cohesive support system across its four campuses located in Farnham, Epsom, Canterbury, and Rochester. The procurement is currently in the active tender stage, with the deadline for submissions set for 14 December 2016. This open procedure tender has a contract value of £125,000, with the intended contract period commencing on 20 February 2017 and concluding on 19 February 2021. The project intends to retire existing ticketing systems in order to improve user experience and streamline support services for approximately 1,000 staff and over 4,000 students. This tender presents significant opportunities for businesses specialising in IT service management and related technologies, particularly for small and medium-sized enterprises (SMEs). Companies that can demonstrate their ability to deliver integrated IT solutions that enhance user experience and support operational efficiency are particularly well-suited to participate. Engaging in this procurement can enable businesses to align with UCA's vision for improved service delivery and potentially lead to additional contracts across other departments in the future. ## Notice UCA wishes to create a 'virtual shared service' involving the on campus library colleagues and the 1st line IT campus teams. UCA consists of 4 campuses (Farnham, Epsom, Canterbury and Rochester) each of which have ITS and LSS teams. These support teams serve approximately 1000 permanent colleagues as well as 4000+ students (with the intention that these student numbers will rise ~5-10% over 5 years. The current good practice in IT Services and LSS will be maintained and developed so that current service provision can be extended and enhanced. The proposal is not seeking to merge staff teams or to further devolve the provision of IT management within the University, rather it is seeking to achieve a consistent approach, provide an identified location for face to face enquiries and increase the opportunities to resolve general or routine incidents at an early stage. To facilitate this programme of change, UCA are planning to retire the 2 ticketing systems currently operated in the Libraries (Footfall Module) and IT (Manage Engine) and go to market to find a replacement that can be used across departments including Facilities, HR, Finance and others. The ultimate goal of the programme is to enhance the user experience such that referrals (instructing users to go to other support teams) are kept to an absolute minimum. Future developments may see the use of the tool extended further into the 'back office' functions of the university but as yet, are not agreed or planned. Further details are contained with the full ITT document attached. ## Key Details | Field | Value | | --- | --- | | Publication source | Contracts Finder | | Latest notice | https://www.contractsfinder.service.gov.uk/Notice/a1ca2bcd-4bf7-4297-8aa2-2f05955e23d7 | | Notice type | Tender Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure | | Tender suitability | SME | | Awardee scale | Not specified | | All stages | Tender | ## Dates | Field | Value | | --- | --- | | Publication date | 7 Dec 2016 | | Submission deadline | 14 Dec 2016 | | Future notice date | Not specified | | Award date | Not specified | | Contract period | 20 Feb 2017 - 19 Feb 2021 | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | £125,000 | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | Not specified | ## Status | Field | Value | | --- | --- | | Tender status | Cancelled | | Lots status | Not specified | | Awards status | Not specified | | Contracts status | Not specified | ## Buyer | Field | Value | | --- | --- | | Main buyer | UNIVERSITY FOR THE CREATIVE ARTS | | Locality | FARNHAM | | Post town | Guildford | | Postcode | GU9 7DS | | Country | England | | ITL 1 | TLJ South East (England) | | ITL 2 | TLJ2 Surrey, East and West Sussex | | ITL 3 | TLJ25 West Surrey | | Local authority | Waverley | | Electoral ward | Farnham North West | | Westminster constituency | Farnham and Bordon | | Delivery location | TLJ South East (England) | ## CPV Codes ### Divisions - 72 - IT services: consulting, software development, Internet and support ### Codes - 72510000 - Computer-related management services ## Release History - 7 Dec 2016 at 12:10 - TenderCancellation - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/a1ca2bcd-4bf7-4297-8aa2-2f05955e23d7 - 6 Dec 2016 at 12:28 - TenderAmendment - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/41e8f345-0918-451c-b967-0c766d2f517e - 18 Nov 2016 at 20:15 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/41e8f345-0918-451c-b967-0c766d2f517e ## Documents - https://www.contractsfinder.service.gov.uk/Notice/a1ca2bcd-4bf7-4297-8aa2-2f05955e23d7 7th December 2016 - Opportunity notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/41e8f345-0918-451c-b967-0c766d2f517e 6th December 2016 - Opportunity notice on Contracts Finder - https://www.contractsfinder.service.gov.uk/Notice/Attachment/b3a92466-2945-4445-80a5-47f320766ba6 Full ITT for Integrated IT Service Management Tool - https://www.contractsfinder.service.gov.uk/Notice/Attachment/d9adec13-e3d8-496d-9e53-96d984e5570a Full ITT for Integrated IT Service Management Tool - https://www.contractsfinder.service.gov.uk/Notice/Attachment/4a47292a-9383-40e6-a4a4-f09e9d731d14 Full ITT for Integrated IT Service Management Tool - https://www.contractsfinder.service.gov.uk/Notice/Attachment/e6851639-8177-4a0e-8842-4e1e458adf0a Full ITT for Integrated IT Service Management Tool - https://www.contractsfinder.service.gov.uk/Notice/Attachment/9af3d1de-385c-4a81-825d-dbe7a38dd875 Full ITT for ITSM Tool Version 2 - https://www.contractsfinder.service.gov.uk/Notice/Attachment/ab1fbc39-6918-4605-8158-36bda97a3cd0 Full ITT for ITSM Tool Version 2 PDF - https://www.contractsfinder.service.gov.uk/Notice/Attachment/024528ad-7ac0-40b5-ab05-fa0401131fff Full ITT for Integrated IT Service Management Tool - https://www.contractsfinder.service.gov.uk/Notice/Attachment/48b8e67b-a7a4-4bfe-afb5-22fe881e2bac Full ITT for Integrated IT Service Management Tool ## 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-b5fd17-6cd2ad23-adca-11e6-9901-0019b9f3037b. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-6cd2ad23-adca-11e6-9901-0019b9f3037b.json.