---
title: "ITSM Toolset"
ocid: "ocds-h6vhtk-0615eb"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0615eb"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-0615eb.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-0615eb.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "LONDON BOROUGH OF HARROW"
published: "2026-02-03"
---

# ITSM Toolset

Buyer: LONDON BOROUGH OF HARROW  
Current stage: Award  
OCID: ocds-h6vhtk-0615eb

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-0615eb)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-0615eb.json)

## Summary

The London Borough of Harrow has concluded a procurement process for an IT Service Management (ITSM) Toolset aimed at enhancing ITSM operations, such as incidents, request fulfilment, and security event management. This procurement process, classified under the public authority sub-central government category, falls under the IT services industry, with the procurement method identified as limited competition due to the below threshold procurement rules. The award, completed on 3rd February 2026, involves London-based operations. The contract was awarded to ULTIMA BUSINESS SOLUTIONS LTD., with an active contract period from 17th February 2026 to 16th February 2027.

This procurement offers significant opportunities for business growth by enabling suppliers to engage in a critical sector that relies on efficient IT services to support daily operations. Companies, particularly those with expertise in IT consulting, software development, and support services, are especially suited to compete in such tenders. The procurement allows businesses to deploy innovative solutions, such as chatbots and generative AI, within public authority settings, thereby expanding their footprint in the public sector while enhancing the client’s service capabilities.

## Notice

IT Service Management (ITSM) processes (including, but not limited to incidents, major incidents, request fulfilment, change, problem and security event management). Management Information for reporting and performance management purposes. The ITSM platform is widely used by internal teams and key suppliers to manage demand from end users from notification of the issue through to resolution of tickets logged. 2026/2027 costs include licensing to implement a chatbot which can handle common requests as well as generative AI which helps generate ticket summaries, suggests next actions and auto-creates content such as knowledge base articles.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/009684-2026 |
| Notice type | UK7 - Contract Details Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Limited |
| Procurement method details | Below threshold - limited competition |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 3 Feb 2026 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 3 Feb 2026 |
| Contract period | 17 Feb 2026 - 16 Feb 2027 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £126,773 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | LONDON BOROUGH OF HARROW |
| Locality | HARROW |
| Post town | Harrow |
| Postcode | HA3 8FL |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI7 Outer London - West and North West |
| ITL 3 | TLI74 Harrow and Hillingdon |
| Local authority | Harrow |
| Electoral ward | Kenton West |
| Westminster constituency | Harrow East |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | ULTIMA BUSINESS SOLUTIONS |

## CPV Codes

### Divisions

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

### Codes

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

## Release History

- 3 Feb 2026 at 18:15 - Award - UK7 - Contract Details Notice - https://www.find-tender.service.gov.uk/Notice/009684-2026

## Documents

- https://www.find-tender.service.gov.uk/Notice/009684-2026
  3rd February 2026 - Contract details notice on Find a Tender

## Notice URLs

- http://www.ultima.com
- 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-0615eb. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-0615eb.json.