---
title: "IT Service Management System"
ocid: "ocds-r6ebe6-0000549132"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000549132"
markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000549132.md"
json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000549132.json"
source: "Public Contracts Scotland"
current_stage: "Award"
buyer: "HERIOT WATT UNIVERSITY"
published: "2019-01-14"
---

# IT Service Management System

Buyer: HERIOT WATT UNIVERSITY  
Current stage: Award  
OCID: ocds-r6ebe6-0000549132

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000549132)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000549132.json)

## Summary

The procurement process involves Heriot Watt University seeking an IT Service Management System to enhance their issue, incident, and enquiry handling capabilities. The tender, identified as HWU/1805, is currently at the Tender stage, with a deadline for submissions set on 10 August 2018. The project is classified under the services category within the education industry, and the location for delivery is in Riccarton, Edinburgh. This procurement exercise follows an open procedure, allowing a broad range of suppliers to participate.

This contract presents significant opportunities for businesses, particularly those specialising in IT services or management system solutions, to expand their portfolio within higher education. Suppliers with experience in developing IT service management systems, particularly those with a strong value-add proposition and robust technical methodologies, would be well-positioned to compete. Additionally, SMEs with the capacity to meet the selection criteria, such as holding appropriate insurance and demonstrating a minimum annual turnover, stand to benefit considerably from engaging in this procurement opportunity.

## Notice

1.1 Heriot Watt University require a new IT Service Management System to provide an issue, incident and enquiry system for the global Information Services Directorate and for Professional Services across the University

### Lot Information

Lot 1

Heriot Watt University require a new IT Service Management System to provide an issue, incident and enquiry system for the global Information Services Directorate and for Professional Services across the University

Renewal: The University reserves the right to extend the Agreement for a further two years subject to satisfactory performance and continuation of the University's requirements

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Public Contracts Scotland |
| Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JAN341841 |
| Notice type | PCS Notice - Website Contract Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | Not specified |
| Awardee scale | SME |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 14 Jan 2019 |
| Submission deadline | 10 Aug 2018 |
| Future notice date | Not specified |
| Award date | 14 Jan 2019 |
| Contract period | 31 Aug 2018 - 31 Aug 2021 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £100,000 |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Complete |
| Awards status | Not specified |
| Contracts status | Active |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | HERIOT WATT UNIVERSITY |
| Locality | RICCARTON, EDINBURGH |
| Post town | Edinburgh |
| Postcode | EH14 4AP |
| 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 | Pentland Hills |
| Westminster constituency | Edinburgh South West |
| Delivery location | TLM75 City of Edinburgh |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | TOPDESK |

## CPV Codes

### Divisions

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

### Codes

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

## Release History

- 14 Jan 2019 at 00:00 - Award - PCS Notice - Website Contract Award Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JAN341841
- 4 Jul 2018 at 00:00 - Tender - PCS Notice - Website Contract Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUL324106

## Documents

- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUL324106
  IT Service Management System - 1.1 Heriot Watt University require a new IT Service Management System to provide an issue, incident and enquiry system for the global Information Services Directorate and for Professional Services across the University
- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JAN341841
  IT Service Management System - 1.1 Heriot Watt University require a new IT Service Management System to provide an issue, incident and enquiry system for the global Information Services Directorate and for Professional Services across the University

## Notice URLs

- http://
- http://hw.ac.uk
- http://www.publictendersscotland.publiccontractsscotland.gov.uk
- http://www.publictendersscotland.publiccontractsscotland.gov.uk.
- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000549132

## 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-r6ebe6-0000549132. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000549132.json.