---
title: "Information Technology Service Management"
ocid: "ocds-h6vhtk-056854"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-056854"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-056854.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-056854.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "THE COMMON SERVICES AGENCY (MORE COMMONLY KNOWN AS NHS NATIONAL SERVICES SCOTLAND) (NSS)"
published: "2026-05-08"
---

# Information Technology Service Management

Buyer: THE COMMON SERVICES AGENCY (MORE COMMONLY KNOWN AS NHS NATIONAL SERVICES SCOTLAND) (NSS)  
Current stage: Award  
OCID: ocds-h6vhtk-056854

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## Summary

The Common Services Agency, commonly known as NHS National Services Scotland (NSS), has undertaken a public procurement process to find a new Information Technology Service Management (ITSM) solution. This procurement aims to support 18 key ITSM practices, including Incident Management, Service Desk, and Change Management, among others. The awarded contract, dated 8th April 2026, valued at £3,000,000 GBP, has been granted to Mozaic Services Ltd. The procurement, classified under CPV code 72000000, falls under the IT services category and involves a selective procurement method, specifically using a restricted procedure. The procurement stage has been completed, and the contract is active. The project is part of the 'Once for Scotland' initiative, with potential scaling plans to extend ITSM services to other NHS Scotland boards, with completion projected by end of 2026/27. The location for delivery is primarily in the UKM region.

This tender presents considerable business opportunities, especially for companies that specialise in IT services, including software development and support. Given the ambition to replace ServiceNow and improve internal IT efficiency, businesses that have experience in configuring scalable ITSM tools and delivering technical implementation services will be well-suited for such projects. The tender required technical and financial qualification from suppliers, including certified ISO27001 standards and a financial turnover threshold, which highlights the opportunity for large, experienced IT firms looking to expand their footprint within the public health sector in Scotland. The opportunity for scaling and extending IT services beyond NSS to other NHS Scotland boards further offers long-term growth potential for the awarded organisation and those involved in consultancy and IT support functions. The procurement also emphasised quality and price in its award criteria, splitting weight at 70% and 30% respectively, thus providing significant potential for businesses to demonstrate value beyond cost.

## Notice

NSS is seeking to procure licences for an IT Service Management (ITSM) solution that supports 18 key ITSM practices. These practices are either currently in use or are planned as part of NSS's evolving ITSM capabilities including Incident Management, Service Desk, Service Request Management, Problem Management, Change Management, Service Level Management, Knowledge Management, Service Catalogue Management, Service Configuration Management, Infrastructure & Platform Management, Capacity and Performance Management, IT Asset Management, Release Management, Availability Management, Measuring and Reporting, Service Continuity Management, Monitoring and Event Management and Supplier Management.

### Lot Information

Lot 1

The scope of this procurement is currently for NSS ITSM at present. Currently NSS has a need for approximately 500 'agents' that will use the platform. The end user / customer numbers should be considered as NSS wide (approximately 3,500 staff) for the purposes of this procurement. As part of the 'Once for Scotland' initiative, NSS anticipates extending these ITSM capabilities to other NHS Scotland boards as service maturity increases. Additionally, with the planned integration of NHS Education for Scotland (NES), shared ITSM services are expected to be implemented across both organisations. Therefore there is a requirement for scaling potential. Current Platform and Transition Plans: NSS is currently contracted with a SaaS platform that delivers ITSM functionality, along with modular features for Project, Programme, and Portfolio Management Services (PPPMS) and timesheet recording. NSS intends to transition away from these modular components to alternative solutions once the new ITSM platform is operational. The current platform also hosts several custom-built applications that support additional business services. NSS plans to fully divest from these custom applications and migrate to more sustainable architectural alternatives. Implementation Services: NSS will require technical implementation services to architect, build, test, and deploy the new ITSM solution. NSS will provide internal resources to manage and support the project and conduct any necessary business analysis throughout the implementation process. The Vision for the ITSM Procurement Project is to procure a best-in-class tool to replace the current installation of ServiceNow to deliver services to NSS. Once procured, this tool will be configured and implemented by an implementation partner with support from DaS. As part of the implementation relevant DaS staff will be trained as required. This implementation partner will need to adapt to NSS' culture and configure the new tool to best reflect NSS' ambitions. It will improve efficiency, deliver greater internal NSS experience of IT services and requests, and support a new operating model within the ITSM delivery team. The tool will also have the potential to scale, allowing DaS to offer more services to NSS and extend our services to other NHS Scotland boards. We aim to complete the procurement and implementation of this new tool by the end of 2026/27 so that both cash and non-cash benefits can be realised early 2027. This procurement will be run as a restricted process.

Renewal: The contract will include two extension periods of 24 months and then 12 months.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/042582-2026 |
| Notice type | Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Restricted procedure |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 8 May 2026 |
| Submission deadline | 28 Aug 2025 |
| Future notice date | Not specified |
| Award date | 7 Apr 2026 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £4,200,000 |
| Lots value | £4,200,000 |
| Awards value | Not specified |
| Contracts value | £3,000,000 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | THE COMMON SERVICES AGENCY (MORE COMMONLY KNOWN AS NHS NATIONAL SERVICES SCOTLAND) (NSS) |
| Locality | EDINBURGH |
| Post town | Edinburgh |
| Postcode | EH12 9EB |
| Country | Scotland |
| ITL 1 | TLM Scotland |
| ITL 2 | TLM1 East Central Scotland |
| ITL 3 | TLM13 City of Edinburgh |
| Local authority | City of Edinburgh |
| Electoral ward | Drum Brae/Gyle |
| Westminster constituency | Edinburgh South West |
| Delivery location | TLM Scotland |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | MOZAIC SERVICES |

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

## Release History

- 8 May 2026 at 13:40 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/042582-2026
- 29 Jul 2025 at 14:52 - Tender - Tender Notice - https://www.find-tender.service.gov.uk/Notice/043968-2025

## Notice URLs

- http://www.nss.nhs.scot/browse/procurement-and-logistics
- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000805726
- https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA11883
- https://www.publictendersscotland.publiccontractsscotland.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-056854. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-056854.json.