---
title: "ServiceDesk Software - London and Quadrant"
ocid: "ocds-b5fd17-e4d2aa7a-57d8-4c4d-b229-62e936e10af2"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-e4d2aa7a-57d8-4c4d-b229-62e936e10af2"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-e4d2aa7a-57d8-4c4d-b229-62e936e10af2.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-e4d2aa7a-57d8-4c4d-b229-62e936e10af2.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "LONDON & QUADRANT HOUSING TRUST"
published: "2019-06-03"
---

# ServiceDesk Software - London and Quadrant

Buyer: LONDON & QUADRANT HOUSING TRUST  
Current stage: Award  
OCID: ocds-b5fd17-e4d2aa7a-57d8-4c4d-b229-62e936e10af2

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## Summary

The London & Quadrant Housing Trust has initiated a procurement process for a ServiceDesk Software solution, aimed at replacing its existing IT service management (ITSM) system that is no longer effective in meeting operational needs. This procurement falls under the software package and information systems category, with a total contract value of £492,000, spanning from 4 March 2019 to 3 March 2024. The procurement method used is selective, calling off from an established framework agreement, with the tender period having closed on 15 February 2019. The project is taking place in London, England, reflecting a strategic investment in modernising IT capabilities to enhance service efficiency and operational response.

This tender offers substantial growth opportunities for IT and software service providers capable of delivering scalable, secure, and flexible solutions that can be configured to meet evolving business needs. Businesses with expertise in IT service management tools, particularly those adept at creating modular, cloud-based applications, will find this procurement particularly aligned with their capabilities. The focus on automation, integration, and cost-effectiveness in the procurement requirements underscores a demand for innovative solutions that can elevate organisational efficiency within public sector operations.

## Notice

There is a requirement to replace the existing ITSM which is recognised as being obsolete, has very limited functionality & features and is not fit for purpose any longer to support the business' FMO and Modern Operations objectives. Prolonged use of the platform will lead to failure in operational capability of the IT teams involved in providing technology and digital services to the business units. The new ITSM toolset is required to address the following challenges: * Multi-instance cloud architecture with proven scalability for enterprises and state-of-the art advantages in security, reliability, and flexibility. * Consolidate to a single system for complete visibility and provide a single source of reference for IT operations & infrastructure management * Simplify and automate operations to spend more time on business strategy. * Automate manual tasks to get more out of highly skilled workers. * Extend the service model to create a shared services interface for all employee requests across the business. * Reduce maintenance and support costs for assets, technology, and services. * Improve efficiency and service response times/quality. * Maximize return on financial, time, and resource investments. * Define the ITSM process deployment Roadmap and develop a high-level implementation plan to best meet business priorities and support strategic initiatives. The ITSM toolset requested must fully support and be compliant with the ITIL processes listed below: Incident Management Request Fulfilment Service Portfolio Management Service Level Management Service Catalogue Problem Management Change Management Release Management Configuration Management Event Management Knowledge Management Self Service Portal The solution should be highly configurable and extensible, efficiently implemented, and easily upgradable, and offer: * An intuitive, interface that is easily configured to adapt to a wide variety of workflows and processes. * A single, integrated platform that can support rapid creation and deployment of codeless applications within and beyond IT. * Deployment in a modular fashion, allowing the resolution of immediate business needs and the ability to access, configure, and build new applications as our requirements evolve. * Multi-instance cloud architecture with proven scalability for enterprises and state-of-the art advantages in security, reliability, and flexibility. * Upgrades that are delivered automatically and designed to be efficient and compatible with configuration changes and applied with minimal disruption to ongoing operations. * Simple licensing that matches business IT teams' needs.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/3532a0db-69af-4cdb-823d-cb1e06ec7d37 |
| 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 | 3 Jun 2019 |
| Submission deadline | 15 Feb 2019 |
| Future notice date | Not specified |
| Award date | 28 Feb 2019 |
| Contract period | 4 Mar 2019 - 3 Mar 2024 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £492,000 |
| Lots value | Not specified |
| Awards value | £492,000 |
| 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 | LONDON & QUADRANT HOUSING TRUST |
| Locality | LONDON |
| Post town | East London |
| Postcode | E15 4PH |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI4 Inner London - East |
| ITL 3 | TLI41 Hackney and Newham |
| Local authority | Newham |
| Electoral ward | Stratford |
| Westminster constituency | Stratford and Bow |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | CHERWELL SOFTWARE |

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48000000 - Software package and information systems

## Release History

- 3 Jun 2019 at 08:06 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/3532a0db-69af-4cdb-823d-cb1e06ec7d37

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/3532a0db-69af-4cdb-823d-cb1e06ec7d37
  3rd June 2019 - 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-e4d2aa7a-57d8-4c4d-b229-62e936e10af2. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-e4d2aa7a-57d8-4c4d-b229-62e936e10af2.json.