---
title: "ITSM SERVICE DESK REPLACEMENT TOOL"
ocid: "ocds-b5fd17-b7b27ab5-157b-4130-b4f1-d02895855fa3"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-b7b27ab5-157b-4130-b4f1-d02895855fa3"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-b7b27ab5-157b-4130-b4f1-d02895855fa3.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-b7b27ab5-157b-4130-b4f1-d02895855fa3.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "WEST MIDLANDS FIRE AND RESCUE AUTHORITY"
published: "2017-07-19"
---

# ITSM SERVICE DESK REPLACEMENT TOOL

Buyer: WEST MIDLANDS FIRE AND RESCUE AUTHORITY  
Current stage: Award  
OCID: ocds-b5fd17-b7b27ab5-157b-4130-b4f1-d02895855fa3

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## Summary

The West Midlands Fire and Rescue Authority is conducting a tender for the "ITSM Service Desk Replacement Tool". This procurement is part of the services industry and is focused on enhancing ICT incident management by replacing the current system, 'Web Help Desk', with a more efficient, stable, and user-friendly solution. The contract has been awarded, with a total value of £113,667, and includes a contract period starting from 30th June 2017 until 29th June 2020. Key stakeholders include Ivanti as the awarded supplier, and Gerri Turner serves as the contact point for the buying organisation based in Birmingham, England.

This tender presents a valuable opportunity for businesses specialising in IT service management solutions, particularly those that can offer innovative, user-centric software for helpdesk and support services. Companies that provide 'Tier 2' ITSM functionalities and have the capability to implement solutions swiftly will be well-suited to engage in similar tenders within the public sector. Additionally, small and medium-sized enterprises (SMEs) and voluntary and community sector enterprises (VCSEs) may find favourable conditions to compete in this market space.

## Notice

WMFS currently utilise 'Web Help Desk' to manage their ICT incident, problem, change and request fulfilment tickets. WMFS are planning to replace Web Help Desk with a new solution that is stable, reliable and easy to use, and which can provide better reporting and support an improved customer experience. WMFS requires a software solution that will deliver standard ITSM functionality - a 'Tier 2' ITSM solution to deliver core 'standard' ITSM functionality, ideally using a simple an intuitive collaborative approach - to replace the current tool - with optimal implementation time, tailoring and cost.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/3fe5da6d-2d00-44cc-9996-62f514f44535 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Not Specified |
| Procurement method details | Not applicable |
| Tender suitability | SME, VCSE |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 19 Jul 2017 |
| Submission deadline | 6 Jan 2017 |
| Future notice date | Not specified |
| Award date | 29 Jun 2017 |
| Contract period | 29 Jun 2017 - 29 Jun 2020 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £113,667 |
| Lots value | Not specified |
| Awards value | £113,667 |
| 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 | WEST MIDLANDS FIRE AND RESCUE AUTHORITY |
| Locality | BIRMINGHAM |
| Post town | Birmingham |
| Postcode | B7 4HW |
| Country | England |
| ITL 1 | TLG West Midlands (England) |
| ITL 2 | TLG3 West Midlands |
| ITL 3 | TLG31 Birmingham |
| Local authority | Birmingham |
| Electoral ward | Nechells |
| Westminster constituency | Birmingham Ladywood |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | IVANTI |

## CPV Codes

### Divisions

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

### Codes

- 72253000 - Helpdesk and support services
- 72253100 - Helpdesk services

## Release History

- 19 Jul 2017 at 15:30 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/3fe5da6d-2d00-44cc-9996-62f514f44535

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/3fe5da6d-2d00-44cc-9996-62f514f44535
  19th July 2017 - Awarded contract notice on Contracts Finder

## Notice URLs

- http://www.wmfs.net

## 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-b7b27ab5-157b-4130-b4f1-d02895855fa3. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-b7b27ab5-157b-4130-b4f1-d02895855fa3.json.