--- title: "IT Service Management Solution (RFS22-020)" ocid: "ocds-h6vhtk-0565f0" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0565f0" markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-0565f0.md" json_url: "https://d3tenders.com/contract/ocds-h6vhtk-0565f0.json" source: "Find A Tender Service" current_stage: "Award" buyer: "THE COUNCIL OF THE CITY OF WAKEFIELD" published: "2025-07-24" --- # IT Service Management Solution (RFS22-020) Buyer: THE COUNCIL OF THE CITY OF WAKEFIELD Current stage: Award OCID: ocds-h6vhtk-0565f0 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0565f0) [Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-0565f0.json) ## Summary The Council of the City of Wakefield has procured an IT Service Management Solution (RFS22-020) under a limited procurement method due to extreme urgency conditions. This procurement focuses on helpdesk and support services targeting the enhancement of IT service management across various aspects like incident, request, and problem management. A strategic transformation aimed at improving IT processes is underway. The contract, awarded to Alemba Ltd, is initiated on 24th July 2025 with an initial period lasting four years and potential extensions for a maximum period of ten years. The procurement falls under the services category and involves a budget of up to £1,275,000 for the entire contract duration, emphasizing the implementation of modern IT management solutions in Wakefield, United Kingdom. This tender provides significant opportunities for businesses specializing in IT solutions, particularly those offering cloud-hosted services compliant with UK laws and supporting multi-factor authentication. The selected supplier, Alemba Ltd, stands as a testament to the potential for growth for SMEs adept in managing IT transformations through innovative service delivery. Businesses with capabilities in developing self-service portals, configuration and asset management, and creating integrated IT service platforms will find this an ideal opportunity to showcase their expertise while contributing to the digital advancement of a regional authority. ## Notice The Council wishes to procure a software solution to support IT service management for incident, request, and problem management. The solution will include a 'self-service' portal for users to enable resolution of some issues without the need for intervention by the Councils technology teams. Secondly, the Council will use the new system to support the implementation of new working processes including asset management, configuration management database, change control, and a knowledge base. The Contract will be awarded for an initial period of 4 (four) years including implementation and go-live. After the initial period, there will two, 36 month extension options. The full Contract period shall be for a maximum of 10 (ten) years. ### Lot Information Lot 1 The Technology and Digital Transformation, in Wakefield Council, provides Information Technology (IT) services to the Council's technology users. The Council wishes to procure a software solution to support IT service management. The Council is undergoing transformation to improve existing IT processes and adopt new service management processes to provide a modern and responsive service to all users. A phased approach to implementation will firstly enable the Council to continue to use the new system for incident, request, and problem management. This will include a 'self-service' portal for users to enable resolution of some issues without the need for intervention by the Councils technology teams. Secondly, the Council will use the new system to support the implementation of new working processes including asset management, configuration management database, change control, and a knowledge base. The core solution must: 1. Be Cloud hosted by the Supplier; 2. Be hosted within the UK (United Kingdom) and compliant with relevant UK law; 3. Use additional multi-factor authentication or support Single Sign On using the Councils Azure Active directory The Contract will be awarded for an initial period of 4 (four) years including implementation and go-live. After the initial period, there will two, 36 month extension options. The full Contract period shall be for a maximum of 10 (ten) years. The maximum budget for this Contract for the full 10 year period is PS1,275,000 including all costs for implementation, go-live and annual fees. ### Procurement Information Under the Public Contracts Regulations 2015 (PCR 2015), failed to properly advertise a procurement under Regulation 79. The publication of this voluntary transparency notice (VEAT) is under Regulation 99(3). The Council will also be observing a 10-days standstill period prior to award of the Contract. By way of background to the procurement: -Pre-market engagement was published via the Council's e-tendering platform (YORtender) and Contracts Finder on 22nd May 2023. -Published the tender opportunity on Contracts Finder on 9th February 2023. -15 bids were received. -Above threshold tender timescales adhered to. - The Council will publish the relevant award notices on FTS and Contracts Finder. There is a potential risk to operational deliverability should we abandon the process and re-procure. The impact is significant to the Council as we have a failing solution, and there is a risk that the Authority may not meet its future PSN accreditation with the incumbent solution. ## Key Details | Field | Value | | --- | --- | | Publication source | Find A Tender Service | | Latest notice | https://www.find-tender.service.gov.uk/Notice/042978-2025 | | Notice type | Award Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Limited | | Procurement method details | Negotiated without publication of a contract notice | | Tender suitability | Not specified | | Awardee scale | SME | | All stages | Award | ## Dates | Field | Value | | --- | --- | | Publication date | 24 Jul 2025 | | Submission deadline | Not specified | | Future notice date | Not specified | | Award date | 23 Jul 2025 | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | £219,380 | ## Status | Field | Value | | --- | --- | | Tender status | Complete | | Lots status | Not specified | | Awards status | Active | | Contracts status | Active | ## Buyer | Field | Value | | --- | --- | | Main buyer | THE COUNCIL OF THE CITY OF WAKEFIELD | | Locality | WAKEFIELD | | Post town | Wakefield | | Postcode | WF1 2HQ | | Country | England | | ITL 1 | TLE Yorkshire and The Humber | | ITL 2 | TLE4 West Yorkshire | | ITL 3 | TLE45 Wakefield | | Local authority | Wakefield | | Electoral ward | Wakefield North | | Westminster constituency | Wakefield and Rothwell | | Delivery location | TLE45 Wakefield | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 1 | | Supplier names | ALEMBA | ## CPV Codes ### Divisions - 72 - IT services: consulting, software development, Internet and support ### Codes - 72253000 - Helpdesk and support services ## Release History - 24 Jul 2025 at 19:26 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/042978-2025 ## Notice URLs - https://www.wakefield.gov.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-0565f0. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-0565f0.json.