---
title: "IT Service Management Tool ("
ocid: "ocds-h6vhtk-0483b2"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0483b2"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-0483b2.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-0483b2.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "NORTHERN GAS NETWORKS LIMITED"
published: "2024-09-04"
---

# IT Service Management Tool (

Buyer: NORTHERN GAS NETWORKS LIMITED  
Current stage: Award  
OCID: ocds-h6vhtk-0483b2

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[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-0483b2.json)

## Summary

Northern Gas Networks Limited (NGN) has completed the procurement process for an IT Service Management Tool (ITSM) under CPV code 72000000, which encompasses IT services such as consulting, software development, Internet, and support. The contract was awarded to Top Desk UK Limited on 4th September 2024, following an award procedure that did not involve prior publication of a call for competition due to technical reasons. The ITSM tool, utilised by NGN’s Colleague Care Team, is integral for logging, managing, and closing IT incidents. Additionally, it serves as an asset repository for IT equipment and houses Knowledge Base Documents essential for maintaining and developing system knowledge. The regions involved include UKC, UKD, and UKE, and the contract value brought the overall expenditure over the threshold, necessitating formal procurement documentation.

This procurement offers considerable growth opportunities, particularly for businesses specialising in IT service management, software development, and technical support. Companies with the capability to provide integrated service management tools that minimise transition costs and risk will find themselves well-suited to similar opportunities. Enterprises focusing on compliance, auditing, and IT asset management can also benefit by aligning their offerings with the specialized needs demonstrated by NGN. Large-scale IT service providers who can ensure seamless system integration and maintain historical data comprehensively will be ideally positioned to compete in this sector.

## Notice

NGN have awarded a contract to Topdesk for the IT Service Management Tool (ITSM) used by the Colleague Care Team at NGN to log, manage and close IT incidents that are reported to the team. This ITSM is also used as an asset repository for the IT equipment used in NGN and as a store for Knowledge Base Documents to help the team develop, share and retain knowledge in the systems that NGN use.

### Lot Information

Lot 1

NGN have awarded a contract to Topdesk. This is the IT Service Management Tool (ITSM) used by the Colleague Care Team to log, manage and close IT incidents that are reported to the team. This ITSM is also used as an asset repository for the IT equipment used in NGN and as a store for Knowledge Base Documents to help the team develop, share and retain knowledge in the systems that NGN use.

### Procurement Information

For technical reasons, i.e. software or systems already integrated in the business and changing supplier would incur significant costs and risk - changing the ITSM tool will not only be more expensive (similar tools are typically more than 3 times the price), it will also have the following knock on affects: * Loss of the historic records of existing assets - who did what and to which asset. This is essential for regulatory purposes especially in terms of the OT assets, and is also essential to maintain the visibility of devices and software licenses for audit purposes. * Loss of the historic changes to our SAP roles and authorisations which we require for our Governance, Risk Management and Compliance audits. * Loss of the historic Incident and Change information that we use to enable fault finding across our systems.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/028281-2024 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Limited |
| Procurement method details | Award procedure without prior publication of a call for competition |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 4 Sep 2024 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 9 Jul 2024 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £132,250 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | NORTHERN GAS NETWORKS LIMITED |
| Locality | LEEDS |
| Post town | Leeds |
| Postcode | LS15 8TU |
| Country | England |
| ITL 1 | TLE Yorkshire and The Humber |
| ITL 2 | TLE4 West Yorkshire |
| ITL 3 | TLE42 Leeds |
| Local authority | Leeds |
| Electoral ward | Garforth & Swillington |
| Westminster constituency | Leeds East |
| Delivery location | TLC North East (England), TLD North West (England), TLE Yorkshire and The Humber |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | TOP DESK |

## CPV Codes

### Divisions

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

### Codes

- 72000000 - IT services: consulting, software development, Internet and support

## Release History

- 4 Sep 2024 at 13:54 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/028281-2024
- 23 Jul 2024 at 12:57 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/022841-2024

## Notice URLs

- http://www.northerngasnetworks.co.uk
- https://www.northerngasnetworks.co.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-h6vhtk-0483b2. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-0483b2.json.