---
title: "Market Engagement and Techspike for ITSM tools"
ocid: "ocds-h6vhtk-03c6fe"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-03c6fe"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-03c6fe.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-03c6fe.json"
source: "Find A Tender Service"
current_stage: "Planning"
buyer: "MINISTRY OF JUSTICE"
published: "2023-05-05"
---

# Market Engagement and Techspike for ITSM tools

Buyer: MINISTRY OF JUSTICE  
Current stage: Planning  
OCID: ocds-h6vhtk-03c6fe

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## Summary

The Ministry of Justice has initiated a procurement process for the project titled "Market Engagement and Techspike for ITSM tools". This project falls under the services category with a focus on information technology services. The objective is to engage with the market to explore IT Service Management solutions that align with the business goals of HM Courts and Tribunals Service. Interested suppliers can register their interest by emailing ccmd-dandtsupplierinbox@justice.gov.uk. The procurement stage is currently at the planning phase, and all expressions of interest must be submitted by 25 May 2023.

This tender presents an opportunity for IT service providers and software vendors to participate in a market engagement activity with the Ministry of Justice. Companies offering ITSM solutions and services related to software package, system management software, and software-related services are well-suited to compete in this tender. Successful vendors will have the chance to provide free trial software and engage with HMCTS to showcase their capabilities. The Ministry of Justice is focused on exploring innovative solutions to enhance its digital operations and service management functions through this procurement initiative.

## Notice

The Authority wishes to engage with the market to further its understanding and knowledge of IT Service Management (ITSM) solutions available and how they may benefit and align to our business and associated goals.

### Lot Information

Lot 1

It is the Authority's intention, through this Market Engagement and Tech Spike, to leverage free trials of IT Service Management (ITSM) solutions to understand whether the current market options for a ITSM solution could meet today's operational needs of HM Courts and Tribunals Service (HMCTS) Digital Operations and Service Management function. Information gathered through this activity may inform requirements and definition for a future competition. The HMCTS Service Management function (including the Service Desk, field agents and customer support staff) includes 500+ concurrent agents. Each vendor solution will be used for a max 30-day period as a fully stand-alone sandbox with a sample Line of Business being configured to investigate the following criteria. * Incident * Major Incident Management * Problem Management * Service Level Management * Change Management * Interactions/Agent Workspace * Knowledge Management * Self Service Portal * Service Catalogue * Request Fulfilment * Hardware Asset Management (HAM) * Software Asset Management (SAM) * Configuration Management (CMDB) * Event Management / ITOM * Performance Analytics & Reporting * Case Management (External users) * Field Services Management * Integrations (OOTB & Custom ability) * Security & Data Management * Roles & Access Management * Demand Management * VIP user handling * Rota & On-Call Schedules * Time Tracking/Time keeping * Continual Improvement Management (CIM) * Virtual Agent Capability * Live Chat * Cognitive & AI Capability inc Chat Bot * Release Management * CSAT/Surveys * Custom App Development (inc workflow) capability * Enterprise Service Management (ESM) capability After providing access to the ITSM trial software, HMCTS expects to be self-sufficient in the configuration and use of the solution, but would seek to have twice weekly 1-hour checkpoints for Q&A. As this will be on a free trial basis, suppliers are asked to identify any restrictions that will apply. At the end of a trial of a solution, it is understood that access will end and all ITSM configuration will be lost. The Authority is looking to only trial software direct from the software manufacturer. This would not exclude resellers of the software manufacturer's product from taking part in any future competition. Interested suppliers can register their interest in the PIN by emailing ccmd-dandtsupplierinbox@justice.gov.uk. We will then invite you to complete a short questionnaire which we request you to return within five working days. If responses meet the criteria outlined above, you will be invited to provide free trial software. Participating suppliers will be required to sign a Non-Disclosure Agreement. All expressions of interests (requests for a questionnaire) need to be submitted to the Authority by 25 May 2023. Any costs or investments which are incurred in relation to this Market Engagement and Tech Spike shall be the supplier's responsibility and the Authority shall have no liability for any such costs or investments. Please note that suppliers whose questionnaire responses do not meet the criteria are not excluded from any future competition. Potential providers will not be prejudiced by any response to this PIN, or failure to respond. This PIN does not formally signify the beginning of a procurement and does not constitute a commitment by the MoJ to undertake any procurement exercise. The MoJ will reserve its rights as to the procurement route used. In the event that a suitable pre-existing framework is identified during market engagement the MoJ may decide not to issue a contract notice. Should a suitable framework not be identified and the MoJ decides to formally commence the procurement a separate notice will be issued through the Find a Tender service.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/013045-2023 |
| Notice type | Planning Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Not Specified |
| Procurement method details | Not specified |
| Tender suitability | Not specified |
| Awardee scale | Not specified |
| All stages | Planning |

## Dates

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

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Planned |
| Lots status | Planned |
| Awards status | Not specified |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | MINISTRY OF JUSTICE |
| Locality | LONDON |
| Post town | South West London |
| Postcode | SW1H 9AJ |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI35 Westminster and City of London |
| Local authority | Westminster |
| Electoral ward | St James's |
| Westminster constituency | Cities of London and Westminster |
| Delivery location | Not specified |

## CPV Codes

### Divisions

- 48 - Software package and information systems
- 72 - IT services: consulting, software development, Internet and support

### Codes

- 48000000 - Software package and information systems
- 48781000 - System management software package
- 72222300 - Information technology services
- 72260000 - Software-related services

## Release History

- 5 May 2023 at 17:14 - Planning - Planning Notice - https://www.find-tender.service.gov.uk/Notice/013045-2023

## Notice URLs

- https://ministryofjusticecommercial.bravosolution.co.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-03c6fe. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-03c6fe.json.