---
title: "IT Service Management (ITSM) System"
ocid: "ocds-h6vhtk-03c63b"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03c63b"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-03c63b.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-03c63b.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "UNIVERSITY OF BRISTOL"
published: "2023-08-08"
---

# IT Service Management (ITSM) System

Buyer: UNIVERSITY OF BRISTOL  
Current stage: Award  
OCID: ocds-h6vhtk-03c63b

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## Summary

The University of Bristol has completed the procurement process for an IT Service Management (ITSM) System. The system will support the delivery of IT services to the university's staff and student community, focusing on IT service improvement. The procurement falls under the goods category and involves a cancelled lot for a single system. Halo Service Solutions Ltd has been awarded the contract, worth £660,000 and signed on 1st August 2023.

This tender provides an opportunity for businesses offering IT service management solutions to compete and grow. The University of Bristol seeks a Software as a Service solution hosted in the cloud that aligns with ITIL best practices. Businesses capable of providing ITSM tools with out-of-the-box workflows for incident, change, release, and service request management are ideal candidates. With a procurement method of open procedure, there are potential business growth opportunities for suppliers with expertise in IT service management systems.

## Notice

IT Service Management toolset to support the delivery of IT services to the university's staff and student community. The solution will deliver stability and longevity to support university's maturity roadmap, which will focus on the improvement of our ITSM working practices. All requirements unless stated, must be 'out-of-the box' (OOTB) or UoB configurable with the right training and support materials. They must not require coding or development or be reliant on professional services. The chosen solution must have the ability to provide out of the box workflows for the following processes which are aligned to ITIL best practice: * Incident Management * Change Management * Release Management * Service Request Management * Problem Management * Knowledge Management * Service Asset and Configuration Management * Service Level Management * Service Catalogue Management The solution must be Software as a Service and with data hosted by the provider in a cloud environment. It must be able to integrate with systems such as, but not limited to: * Existing and future university systems, using a REST API or connectors * Azure Active Directory for authentication * Microsoft 365 for email

### Lot Information

Lot 1

1 system

Options: Licence numbers may go up or down over the term of the contract Professional Services as per tender documents 2 x 12 month contract extensions

Renewal: The contracts will be offered for an initial term of 5 years from the Access Date with 2 x 12-month option periods (5+1+1).

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/023004-2023 |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Goods |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | Not specified |
| Awardee scale | SME |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 8 Aug 2023 |
| Submission deadline | 5 Jun 2023 |
| Future notice date | Not specified |
| Award date | 31 Jul 2023 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £660,000 |
| Lots value | £660,000 |
| Awards value | Not specified |
| Contracts value | £660,000 |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Cancelled |
| Awards status | Active |
| Contracts status | Active |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | UNIVERSITY OF BRISTOL |
| Locality | BRISTOL |
| Post town | Bristol |
| Postcode | BS1 5DS |
| Country | England |
| ITL 1 | TLK South West (England) |
| ITL 2 | TLK5 West of England |
| ITL 3 | TLK51 Bristol, City of |
| Local authority | Bristol, City of |
| Electoral ward | Central |
| Westminster constituency | Bristol Central |
| Delivery location | TLK11 Bristol, City of |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | HALO SERVICE SOLUTIONS |

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48000000 - Software package and information systems
- 48517000 - IT software package

## Release History

- 8 Aug 2023 at 08:15 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/023004-2023
- 4 May 2023 at 10:06 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/012759-2023

## Notice URLs

- http://www.bristol.ac.uk
- https://tenders.bris.ac.uk/web/login.html

## 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-h6vhtk-03c63b. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-03c63b.json.