---
title: "Information Technology Service Management (ITSM) Tool"
ocid: "ocds-h6vhtk-077cd8"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-077cd8"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-077cd8.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-077cd8.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "Health Education and Improvement Wales (HEIW)"
published: "2026-09-29"
---

# Information Technology Service Management (ITSM) Tool

Buyer: Health Education and Improvement Wales (HEIW)  
Current stage: Award  
OCID: ocds-h6vhtk-077cd8

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## Summary

Health Education and Improvement Wales (HEIW) procured a commercial, off-the-shelf, software-as-a-service IT service management system to replace its internally developed Service-Point system. The solution is intended to provide ITIL-aligned service management, AI-enabled functions, self-service access and reporting dashboards, with integration into NHS Wales systems. The requirement also includes implementation, training and ongoing support, so it covers deployment and user enablement as well as supplying the software. This is application service provision for HEIW, based in Nantgarw, Wales; the delivery location is recorded as Wales. Suppliers whose products can support public-sector IT service management processes and connect with NHS Wales systems are closest to the core requirement.

The procurement is complete and the contract was awarded to Halo Service Solutions Ltd, a small and medium-sized supplier. The contract was signed on 29 September 2026 and is active, with a value of £231,640. HEIW used a direct award through the Crown Commercial Service’s G-Cloud 14 framework, following a structured desktop assessment of supplier service descriptions, prices and framework documentation. The published evaluation weighted commercial considerations at 60% and quality at 40%. The stated assessment found Halo’s offer strongest overall across technical compliance, functionality, support arrangements and commercial value. The process was arranged as a single lot, although the lot is marked cancelled in the tender data while the overall tender and award are complete and active.

This award shows demand at HEIW for a hosted IT service management platform that can replace a bespoke internal system and work within NHS Wales’ technology environment. A credible supplier for a comparable requirement would need an established SaaS ITSM product with ITIL-aligned workflows, useful AI-enabled functionality, self-service facilities and clear reporting dashboards. Demonstrable integration capability with NHS Wales systems would be important, alongside a practical implementation approach, training for users and dependable support arrangements. The assessment gave greater weight to commercial value than quality, while still considering technical compliance and service functionality, so suppliers would need to present competitive pricing without weakening their evidence of fit and service capability. A direct award via a government framework was the route used for this purchase; suppliers seeking similar work should be positioned on an appropriate framework.

## Notice

HEIW require a Commercial Off-The-Shelf (COTS), SaaS-based ITSM solution to replace its existing internally developed Service-Point system. The solution will provide Information Technology Infrastructure Library (ITIL) aligned service management capabilities, Artificial Intelligence (AI) enabled functionality, self-service access, reporting dashboards, integration with NHS Wales systems, and associated implementation, training and support services.

### Lot Information

Lot 1

HEIW require a Commercial Off-The-Shelf (COTS), SaaS-based ITSM solution to replace its existing internally developed Service-Point system. The solution will provide Information Technology Infrastructure Library (ITIL) aligned service management capabilities, Artificial Intelligence (AI) enabled functionality, self-service access, reporting dashboards, integration with NHS Wales systems, and associated implementation, training and support services. Additional information: In accordance with the CCS G-Cloud 14 Lot 2 Direct Award process, a structured desktop evaluation was undertaken using supplier information published on the Digital Marketplace, including service definitions, pricing schedules and supporting framework documentation.

### Procurement Information

This contract was awarded via a Direct Award through the GCloud 14 Framework Agreement, utilising their guidance on determining the best value solution.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/092034-2026 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Limited |
| Procurement method details | Award procedure without prior publication of a call for competition |
| Tender suitability | Not specified |
| Awardee scale | SME |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 29 Sep 2026 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £231,640 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | Health Education and Improvement Wales (HEIW) |
| Locality | NANTGARW |
| Postcode area | Cardiff |
| Postcode | CF15 7QQ |
| Country | Wales |
| ITL 1 | TLL Wales |
| ITL 2 | TLL5 South East Wales |
| ITL 3 | TLL51 Central Valleys and Bridgend |
| Local authority | Rhondda Cynon Taf |
| Electoral ward | Taff's Well |
| Westminster constituency | Cardiff North |
| Delivery location | TLL Wales |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | Halo Service Solutions Ltd |

## CPV Codes

### Divisions

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

### Codes

- 72416000 - Application service providers

## Release History

- 29 Sep 2026 at 16:09 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/092034-2026

## Notice URLs

- http://nwssp.nhs.wales/ourservices/procurement-services/
- https://www.sell2wales.gov.wales/search/Search_AuthProfile.aspx?ID=AA0221

## 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-077cd8. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-077cd8.json.