---
title: "Information Technology Service Management"
ocid: "ocds-h6vhtk-04fc5d"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04fc5d"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-04fc5d.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-04fc5d.json"
source: "Find A Tender Service"
current_stage: "Tender"
buyer: "DEFENCE EQUIPMENT AND SUPPORT"
published: "2025-06-25"
---

# Information Technology Service Management

Buyer: DEFENCE EQUIPMENT AND SUPPORT  
Current stage: Tender  
OCID: ocds-h6vhtk-04fc5d

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## Summary

The current procurement process, managed by Defence Equipment and Support, focuses on the provision of Information Technology Service Management (ITSM) services. This service falls under the industry category of information technology services and will primarily operate in the United Kingdom, with an expected reach across global locations. The procurement employs a selective and competitive flexible procedure, and is currently at the tender update stage. Interested parties are invited to submit their expressions of interest through the Defence Sourcing Portal by 21st July 2025. The final award is anticipated by 27th February 2026, with a projected contract start date of 1st April 2026. This initiative is structured under special regime considerations for defence and security, adhering to legal guidelines set forth in the UKPGA 2023/54.

This tender presents significant opportunities for growth and collaboration, particularly favouring businesses with a strong background in IT service management, and those capable of operating under high-security requirements. The emphasis on a collaborative joint mission approach and the need for agility in solutions make this a promising opportunity for innovative small and medium enterprises (SMEs) that can effectively integrate within a Multisource Service Integration (MSI) model. The project prioritises SME involvement, with technical assessment criteria reinforcing the value of SME contributions. Provisional Facility Security Clearance is a requisite for participation, making it ideally suited for firms experienced in managing sensitive defence sector data. Given the substantial role of SMEs in the proposed ecosystem, businesses with the ability to adapt and innovate within secure, high-stakes environments are encouraged to participate.

## Notice

The Authority seeks Expressions of Interests from qualified providers that have the capability to transition and deliver an IT Service Management (ITSM) managed service via a Multisource Service Integration (MSI) operating model. Through this arrangement the successful supplier(s) will support The Authority to establish strategic partnerships and leverage the expertise, skills, and best practice of internal teams and industry partners across the Enterprise Service Model (ESM) Supplier EcoSystem. ServiceNow shall be used as the single integrated platform for managing all critical ITSM practices and provide a centralised enterprise system for managing service delivery to users. The supplier(s) is expected to support, sustain and optimise ServiceNow (The Authority's platform of choice under this contract) to ensure the tool is delivering maximum value and optimised for performance to both interface and integrate effective with other systems. There is a requirement for the tool to be scalable to evolve to meet current and future business needs. The nature of this delivery space requires industry partners to operate as part of a collaborative joint mission approach to maximise the effectiveness of the whole force, in an operating centre where technical risk is managed at the highest level. Operating in the SECRET Domain, the service will predominantly be UK based but will operate globally in a connected and disconnected state. This creates opportunities for a combined problem centric approach to solving challenges at pace, experimenting with innovative solutions, as well as traditional support requirements. The Contractor is further expected to provide, and work collaboratively with The Authority, and other suppliers (in accordance with the Enterprise Target Architecture): - Transition to Multisource Service Integration (MSI) operating model acting as an enabling function, managing coherence and delivering service management. The Authority will retain the function of Service Integrator to maintain oversight, governance and accountability. - Evolve the ITSM function utilising the key principles laid out in the ITSM strategy - Deliver Service Management Functions aligned to ITIL 4 practices on behalf of The Authority - Support to and optimisation of the ServiceNow tooling (on-prem). - The current and future onboarding of additional industry partners. Training on the usage of the ServiceNow tooling. The initial Contract duration is estimated to be for a period of 5 years with 2 (1 +1) option years. Potential Providers are to note that in order to fulfil this requirement, the chosen supplier will be exposed to and required to safeguard nationally sensitive information/data bearing a security classification up to and including SECRET UK EYES ONLY level. Potential providers are also required to complete vulnerability assessments on the platform as specified by The Authority. The Authority therefore requires potential providers to have Provisional Facility Security Clearance status or be willing to gain FSC status to manage these security requirements throughout the entire supply chain by the Tender issue date. Potential Providers who do not meet this minimum eligibility criteria will be sifted out during the PSQ evaluation stage. Potential suppliers who wish to be sponsored through the FSC process by The Authority to note - there is no financial cost for Suppliers undertaking FSC accreditation, but they may be required to make changes to their site, infrastructure, and business administration, at their own cost, to meet the standards required for accreditation. There is also a requirement for personnel working on the development and implementation system to hold DV clearance. It should be noted that this requirement shall be classed as 'exempt' from PA 2023. This notice is being advertised out for Expressions of Interest and completion of Procurement Specific Questionnaire (PSQ) stage and shall then be removed from the DSP platform and taken forward offline. Based on the size and complexity of this requirement, SME involvement is essential to enable the solution to be as agile as possible. The Authority welcomes innovative ideas to be shared / discussed on how we can better understand and utilise SMEs throughout The IT Service Management requirement. It should be noted that a significant proportion of the Technical Assessment Criteria / Weighting will be allocated to SME involvement in both the PSQ and Tender documentation and incentivised in any subsequent Contract. Please note: The classification of this PSQ is Official Sensitive and shall be submitted using the DSP platform. As advised at Industry Day, should companies wish to, they can submit one A4 supplementary document at sensitive which will be treated as SECRET by the Authority. Submission of any supplementary information is limited to one A4 page, font Arial 11 with no pictures or diagrams. Full responses must be completed in DSP. Should you fail to provide your response in DSP and submit with your supplementary information, your submission will be deemed non-complaint and excluded from the Tender process. The supplementary documents must be double wrapped and sealed, the inner wrapping marked secret and addressed to Sophie Parish, the outer wrapping should be addressed to THE SECURITY CONTROLLER of SPISN, MOD Abbey Wood, #8110 I Rowan 1c | Bristol | BS34 8JH. The package must be sent via approved courier. The contents of the package must contain a receipt for our Security Controller to sign and return to yourselves.

### Planning Information

The purpose of this Preliminary Market Engagement Notice (PME) is to invite suppliers to participate in an Industry Day prior to the commencement of future competitions . The Industry Day will be taking place on 27th May 2025 at the Defence Academy, Shrivenham.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/035011-2025 |
| Notice type | UK4 - Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Competitive flexible procedure |
| Tender suitability | SME |
| Awardee scale | Not specified |
| All stages | Planning, Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 25 Jun 2025 |
| Submission deadline | 11 Jul 2025 |
| Future notice date | 27 May 2025 |
| Award date | Not specified |
| Contract period | 31 Mar 2026 - 31 Mar 2031 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £65,000,000 |
| Lots value | £65,000,000 |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | DEFENCE EQUIPMENT AND SUPPORT |
| Locality | BRISTOL |
| Post town | Bristol |
| Postcode | BS34 8JH |
| Country | England |
| ITL 1 | TLK South West (England) |
| ITL 2 | TLK5 West of England |
| ITL 3 | TLK52 Bath & North East Somerset and South Gloucestershire |
| Local authority | South Gloucestershire |
| Electoral ward | Stoke Park & Cheswick |
| Westminster constituency | Filton and Bradley Stoke |
| Delivery location | Not specified |

## CPV Codes

### Divisions

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

### Codes

- 72222300 - Information technology services

## Release History

- 25 Jun 2025 at 10:47 - TenderUpdate - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/035011-2025
- 24 Jun 2025 at 13:40 - Tender - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/034769-2025
- 3 Apr 2025 at 08:00 - Planning - UK2 - Preliminary Market Engagement Notice - https://www.find-tender.service.gov.uk/Notice/012664-2025

## Documents

- https://www.find-tender.service.gov.uk/Notice/035011-2025
  25th June 2025 - Tender notice on Find a Tender
- https://www.find-tender.service.gov.uk/Notice/034769-2025
  24th June 2025 - Tender notice on Find a Tender
- https://www.find-tender.service.gov.uk/Notice/012664-2025
  3rd April 2025 - Preliminary market engagement notice on Find a Tender

## Notice URLs

- https://contracts.mod.uk/esop/guest/go/opportunity/detail?opportunityId=59687
- https://www.gov.uk/government/organisations/defence-equipment-and-support
- https://www.legislation.gov.uk/ukpga/2023/54/contents

## 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-04fc5d. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-04fc5d.json.