---
title: "RBGKEW/708 ITSM (Service Desk Tool)"
ocid: "ocds-b5fd17-94a12cd9-16ef-4f48-a0f6-119b6135e642"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-94a12cd9-16ef-4f48-a0f6-119b6135e642"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-94a12cd9-16ef-4f48-a0f6-119b6135e642.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-94a12cd9-16ef-4f48-a0f6-119b6135e642.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "ROYAL BOTANIC GARDENS, KEW"
published: "2020-01-07"
---

# RBGKEW/708 ITSM (Service Desk Tool)

Buyer: ROYAL BOTANIC GARDENS, KEW  
Current stage: Award  
OCID: ocds-b5fd17-94a12cd9-16ef-4f48-a0f6-119b6135e642

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-94a12cd9-16ef-4f48-a0f6-119b6135e642)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-94a12cd9-16ef-4f48-a0f6-119b6135e642.json)

## Summary

The Royal Botanic Gardens, Kew, based in Richmond, England, initiated a procurement process for the "RBGKEW/708 ITSM (Service Desk Tool)" on a selective basis, which serves the services industry under the CPV classification of Helpdesk and support services. The tender period concluded on 26th September 2019, and the resulting contract was formally awarded to Hornbill Systems Limited for an amount of £145,000 on 17th October 2019. The contract is set to run from 1st November 2019 until 31st October 2023.

This procurement presents growth opportunities for businesses specialising in IT service management solutions, particularly those offering ITIL modules and related services. Companies with a strong capability in implementing incident, problem, and change management tools, as well as analytics and contract management capabilities, would be well-positioned to compete for similar future tenders. As the contract is nearing its end, firms can also consider approaching the Royal Botanic Gardens for potential future collaborations or contract bids within this domain.

## Notice

RBG Kew is looking for a solution that supplies ITIL modules, Incident, Problem, Request Fulfilment, Change and Asset management as the main core modules, with an option of Release, Analytics and Contract Management.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/864cffa3-0165-493a-838c-292ea1c644b6 |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 7 Jan 2020 |
| Submission deadline | 26 Sep 2019 |
| Future notice date | Not specified |
| Award date | 16 Oct 2019 |
| Contract period | 1 Nov 2019 - 31 Oct 2023 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | £145,000 |
| 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 | ROYAL BOTANIC GARDENS, KEW |
| Locality | RICHMOND |
| Post town | Twickenham |
| Postcode | TW9 3AE |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI7 Outer London - West and North West |
| ITL 3 | TLI75 Hounslow and Richmond upon Thames |
| Local authority | Richmond upon Thames |
| Electoral ward | Kew |
| Westminster constituency | Richmond Park |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | HORNBILL SYSTEMS |

## CPV Codes

### Divisions

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

### Codes

- 72253000 - Helpdesk and support services

## Release History

- 7 Jan 2020 at 11:48 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/864cffa3-0165-493a-838c-292ea1c644b6

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/864cffa3-0165-493a-838c-292ea1c644b6
  7th January 2020 - Awarded contract notice on Contracts Finder

## 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-b5fd17-94a12cd9-16ef-4f48-a0f6-119b6135e642. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-94a12cd9-16ef-4f48-a0f6-119b6135e642.json.