---
title: "Service Management System"
ocid: "ocds-b5fd17-de8e2f1e-1deb-4f43-8e54-56e5a29692b4"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-de8e2f1e-1deb-4f43-8e54-56e5a29692b4"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-de8e2f1e-1deb-4f43-8e54-56e5a29692b4.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-de8e2f1e-1deb-4f43-8e54-56e5a29692b4.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "NORTH YORKSHIRE COUNTY COUNCIL"
published: "2019-11-11"
---

# Service Management System

Buyer: NORTH YORKSHIRE COUNTY COUNCIL  
Current stage: Award  
OCID: ocds-b5fd17-de8e2f1e-1deb-4f43-8e54-56e5a29692b4

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## Summary

The North Yorkshire County Council is in the process of awarding a contract for a "Service Management System", aimed at consolidating IT service management across their Technology & Change unit. This open procurement process was published on 18 April 2019, with the tender period concluding on 21 May 2019. The contract is valued at £900,000, with a minimum value of £680,000, and is planned to commence on 15 August 2019, lasting until 14 August 2029. The procurement classification falls under "Systems and technical consultancy services" and targets the Yorkshire and the Humber region in the United Kingdom.

This tender presents an excellent opportunity for businesses involved in IT consultancy and service management solutions, particularly those offering commercial-off-the-shelf software. Small and medium-sized enterprises (SMEs) and voluntary, community, and social enterprises (VCSEs) would be well-positioned to compete, as they can provide innovative and tailored solutions that align with the Council's requirement for a hosted and integrated service management application. Engaging in this procurement could significantly enhance exposure and growth potential within the public sector for suitable bidders.

## Notice

The Council wishes to award a contract for a technical solution to support IT service management, ("the Contract"). They require a "commercial-off-the-shelf" hosted solution. The Council's Technology & Change (T&C) business unit includes two IT service providers, corporate ICT and Schools ICT who between them provide IT services to NYCC, Selby District Council staff, schools, other public sector organisations and the private sector. The two providers currently use different service management systems but the plan is to consolidate these into a single solution. T&C have formally adopted ITIL as its Service Management framework along with accreditation to the ISO/IEC 20000 standard for the corporate service. They use the current software to manage the lifecycle of ITIL processes such as Incident Management, Request Fulfilment, Change Management and Problem Management. It also integrates with the Self-Service Portal so that all end users are able to raise their own Incidents and Requests. A project has been established to improve existing and adopt new Service Management processes, some of these process will be greatly assisted by Service Management application and, as such, these needs must be addressed within the same solution. Further details are in the procurement documents available on YORtender (www.yortender.co.uk) ref DN388786.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/54b67372-b033-435e-965a-f9783e189c17 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | SME, VCSE |
| Awardee scale | Large |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 11 Nov 2019 |
| Submission deadline | 21 May 2019 |
| Future notice date | Not specified |
| Award date | 29 Jul 2019 |
| Contract period | 11 Nov 2019 - 10 Nov 2024 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £900,000 |
| Lots value | Not specified |
| Awards value | £595,883 |
| 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 | NORTH YORKSHIRE COUNTY COUNCIL |
| Locality | NORTHALLERTON |
| Post town | Darlington |
| Postcode | DL7 8AD |
| Country | England |
| ITL 1 | TLE Yorkshire and The Humber |
| ITL 2 | TLE2 North Yorkshire |
| ITL 3 | TLE22 North Yorkshire |
| Local authority | North Yorkshire |
| Electoral ward | Romanby |
| Westminster constituency | Richmond and Northallerton |
| Delivery location | TLE Yorkshire and The Humber |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | ULTIMA BUSINESS SOLUTIONS |

## CPV Codes

### Divisions

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

### Codes

- 72220000 - Systems and technical consultancy services

## Release History

- 11 Nov 2019 at 10:14 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/54b67372-b033-435e-965a-f9783e189c17
- 18 Apr 2019 at 15:37 - Tender - Tender Notice - https://www.contractsfinder.service.gov.uk/Notice/cd1ffa8c-7900-4179-9ff2-7678273856ce

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/54b67372-b033-435e-965a-f9783e189c17
  11th November 2019 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/cd1ffa8c-7900-4179-9ff2-7678273856ce
  18th April 2019 - Opportunity notice on Contracts Finder

## Notice URLs

- http://www.northyorks.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-de8e2f1e-1deb-4f43-8e54-56e5a29692b4. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-de8e2f1e-1deb-4f43-8e54-56e5a29692b4.json.