---
title: "CPT_26_03 IT Service management (ITSM)"
ocid: "ocds-h6vhtk-068e31"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-068e31"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-068e31.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-068e31.json"
source: "Find A Tender Service"
current_stage: "Tender"
buyer: "NATIONAL AUDIT OFFICE"
published: "2026-04-29"
---

# CPT_26_03 IT Service management (ITSM)

Buyer: NATIONAL AUDIT OFFICE  
Current stage: Tender  
OCID: ocds-h6vhtk-068e31

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[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-068e31.json)

## Summary

The National Audit Office is seeking a supplier for its IT Service Management (ITSM) needs, aiming to appoint a qualified vendor to establish an enterprise-grade ITSM platform that supports various core processes such as incident management and service requests. This tender falls under the "Software package and information systems" industry category, situated in the United Kingdom, with significant activities unfolding in London. The procurement is in the tender stage, with relevant documentation available for prospective suppliers. A Virtual Market Engagement event will be held on the 8th of May 2026, providing an opportunity for potential bidders to learn more about the requirements, with expressions of interest to be submitted by noon on the 7th of May. Bidders are reminded that the service commencement is slated for the 4th of November 2026, with a potential maximum contract duration lasting until 31st May 2032 and a gross contract value up to £1.8 million.

This procurement presents an enticing opportunity for companies specialising in IT service management solutions, especially those offering scalable, user-friendly platforms with robust security measures. The competitive flexible procedure will shortlist up to five suppliers based on their economic and technical prowess, providing room for small and medium enterprises, as well as voluntary, community, and social enterprises to compete. Participants who succeed in securing a position in the shortlist will have the chance to work alongside the National Audit Office, contributing to the enhancement of public services while expanding their portfolio through this substantial contract. Interested businesses should ensure readiness for a competitive, transparent process complying with the Procurement Act 2023, allowing them to leverage their expertise in providing cutting-edge IT solutions in line with the NAO’s operational and security standards.

## Notice

The National Audit Office (NAO) is the UK's independent public spending watchdog. It supports Parliament in holding government to account and helps improve public services through high quality audit and assurance work. The NAO is seeking to appoint an experienced supplier to provide an enterprise grade IT Service Management (ITSM) solution and associated support services for internal users across the organisation. The requirement includes the provision, implementation, configuration, and ongoing support of an ITSM platform capable of supporting core ITSM processes, including incident management, service requests, change management, asset and configuration management, workflow automation, reporting, and governance. The solution must be scalable, configurable, and proportionate to the NAO's operational needs, and capable of supporting multiple internal functional areas. The selected supplier will be expected to deliver a controlled transition from the incumbent system, including secure data migration, integration with the NAO's Microsoft based digital estate, and service readiness activities, with minimal disruption to business operations. The solution should provide an intuitive user experience, configurable workflows, and accessible reporting, without reliance on complex development or ongoing external consultancy. The NAO also requires robust ongoing platform support, including routine updates, security maintenance and patching, and effective vulnerability management and remediation. This should include the ability to identify, assess, track, prioritise, and remediate security vulnerabilities affecting the ITSM platform and its components, supported by appropriate controls, governance, and reporting. The selected supplier must be able to provide assurance that vulnerabilities are managed in line with recognised industry good practice and the NAO's information security and risk management requirements. In addition, the supplier must demonstrate a sustainable product roadmap and ongoing service support model to ensure long term service continuity, platform resilience, and alignment with the NAO's future operational and digital requirements. The contract is expected to commence on Wednesday 4th November 2026 and includes an initial six month mobilisation and implementation period, with service go live anticipated from Tuesday 1st June 2027. The initial contract term will be three (3) years, with options to extend for up to two further periods of twelve (12) months, up to a maximum contract end date of Monday 31st May 2032. The estimated maximum contract value is PS1.8 million inclusive of VAT over the full potential five year term.

### Lot Information

Lot 1

Renewal: The NAO reserves the right to extend the Contract by up to two (2) additional periods of twelve (12) months each, up to a maximum end date of Monday 31st May 2032.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/039299-2026 |
| Notice type | UK4 - Tender Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Competitive flexible procedure |
| Tender suitability | SME, VCSE |
| Awardee scale | Not specified |
| All stages | Tender |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 29 Apr 2026 |
| Submission deadline | 12 May 2026 |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | 4 Nov 2026 - 31 May 2030 |
| Recurrence | 2031-03-03 |

## Values

| Field | Value |
| --- | --- |
| Tender value | £1,500,000 |
| Lots value | £1,500,000 |
| 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 | NATIONAL AUDIT OFFICE |
| Locality | LONDON |
| Post town | South West London |
| Postcode | SW1W 9SP |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI35 Westminster and City of London |
| Local authority | Westminster |
| Electoral ward | Pimlico North |
| Westminster constituency | Cities of London and Westminster |
| Delivery location | Not specified |

## 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
- 72222300 - Information technology services

## Release History

- 29 Apr 2026 at 14:05 - Tender - UK4 - Tender Notice - https://www.find-tender.service.gov.uk/Notice/039299-2026

## Documents

- https://www.find-tender.service.gov.uk/Notice/039299-2026
  29th April 2026 - Tender notice on Find a Tender
- https://login.bipsolutions.com/casDelta/login?service=https://www.delta-esourcing.com/delta/j_spring_cas_security_check
  Stage 1 procurement documents are available via the Delta eSourcing portal and can be accessed once suppliers have registered. Further documents, including detailed requirements and award criteria, will be issued to shortlisted suppliers at Stage 2 The Delta eSourcing web address at https://login.bipsolutions.com/casDelta/login?service=https://www.delta-esourcing.com/delta/j_spring_cas_security_check.

## Notice URLs

- https://www.find-tender.service.gov.uk/Search
- 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-068e31. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-068e31.json.