---
title: "ITEP0640 - ServiceNow Managed Support & Development Services"
ocid: "ocds-b5fd17-ace7bdaf-dadf-4418-ba2c-19218273680a"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-ace7bdaf-dadf-4418-ba2c-19218273680a"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-ace7bdaf-dadf-4418-ba2c-19218273680a.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-ace7bdaf-dadf-4418-ba2c-19218273680a.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "NATIONAL HIGHWAYS"
published: "2024-01-29"
---

# ITEP0640 - ServiceNow Managed Support & Development Services

Buyer: NATIONAL HIGHWAYS  
Current stage: Award  
OCID: ocds-b5fd17-ace7bdaf-dadf-4418-ba2c-19218273680a

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-ace7bdaf-dadf-4418-ba2c-19218273680a)  
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## Summary

The National Highways organisation has awarded a contract for ServiceNow Managed Support & Development Services to UP3 Services Limited. The contract is valued at £2,929,242 and is part of the services category. The procurement stage is selective, following a call-off from a framework agreement. The contract period runs from 13th December 2023 to 31st March 2025.

This tender provides an opportunity for businesses in service development to engage with National Highways. Small and medium enterprises (SMEs) are particularly encouraged to participate. Businesses located in the British Oversea Territories, Channel Islands, Europe, Isle of Man, Rest of the World, and the United Kingdom may be eligible to compete for this procurement opportunity.

## Notice

ITEP0640 - ServiceNow Managed Support & Development Services The contract has been awarded until 31/03/25. The Services to be provided by the Supplier includes the following: ServiceNow Managed Support and Development Services. Managed Support Service: 2nd and 3rd line support team to manage: -Core platform support - to resolve incidents and fulfil requests. -Platform governance - best practice guidance. -Demand management - idea and demand review, backlog management. -Minor enhancements - to in-scope applications and processes. -Platform management - platform performance, scheduling of patch and platform upgrades, testing, minor platform enhancements. -Platform optimisation - license optimisation, adoption of new functionality, best practice process guidance. -Service reporting - service status dashboard and weekly reporting, service reviews. Managed Development Service: Programme Manager, Engagement Manager and Technical team to deliver: -Support and enhancement of the ServiceNow platform. -Proactively manage business and IT demand for service automation. -Extend / enhance functionality of existing applications. -Develop new applications. -Perform end-to-end testing of these applications. -Transition the applications into the production environment.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/77dc8a20-e04f-4c3e-92b7-91ba15470221 |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | SME |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 29 Jan 2024 |
| Submission deadline | 11 Dec 2023 |
| Future notice date | Not specified |
| Award date | 11 Dec 2023 |
| Contract period | 13 Dec 2023 - 31 Mar 2025 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £2,929,242 |
| Lots value | Not specified |
| Awards value | £2,929,242 |
| 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 | NATIONAL HIGHWAYS |
| Locality | BIRMINGHAM |
| Post town | Birmingham |
| Postcode | B1 1RN |
| Country | England |
| ITL 1 | TLG West Midlands (England) |
| ITL 2 | TLG3 West Midlands |
| ITL 3 | TLG31 Birmingham |
| Local authority | Birmingham |
| Electoral ward | Ladywood |
| Westminster constituency | Birmingham Ladywood |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | UP3 SERVICES |

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48983000 - Development software package

## Release History

- 29 Jan 2024 at 11:36 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/77dc8a20-e04f-4c3e-92b7-91ba15470221

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/77dc8a20-e04f-4c3e-92b7-91ba15470221
  29th January 2024 - 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-ace7bdaf-dadf-4418-ba2c-19218273680a. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-ace7bdaf-dadf-4418-ba2c-19218273680a.json.