--- title: "ITSM tool - University of Aberdeen" ocid: "ocds-r6ebe6-0000566984" canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000566984" markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000566984.md" json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000566984.json" source: "Public Contracts Scotland" current_stage: "Award" buyer: "UNIVERSITY OF ABERDEEN" published: "2019-03-22" --- # ITSM tool - University of Aberdeen Buyer: UNIVERSITY OF ABERDEEN Current stage: Award OCID: ocds-r6ebe6-0000566984 [View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000566984) [Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000566984.json) ## Summary The University of Aberdeen is conducting a tender process for the implementation of an IT Service Management (ITSM) solution aimed at enhancing its ITIL processes and providing improved services for staff and students. The procurement, classified under the 'services' category, is currently in the award stage following the open procedure. The contract, valued at £235,000, was signed on 20 March 2019. Bids for the tender were due by 15 January 2019, and the project emphasises significant integration capabilities and customer experience improvements. This procurement presents an opportunity for companies specialising in IT service management solutions and related technologies to engage with a prominent educational institution. Businesses with proven experience in implementing ITIL frameworks and those adept at providing comprehensive service solutions would be well-suited to compete for this contract. The potential for collaboration and long-term service options could support growth in the supply sector, particularly for those offering innovative and efficient IT solutions. ## Notice AWARD NOTICE. The University of Aberdeen is seeking a supplier to implement an IT Service Management (ITSM) solution to support our ITIL processes as well as providing an improved service for staff and students. The ITSM tool will replace the existing ticketing software used by the IT Services teams, and other support teams. The new tool is expected to enhance our current call management capabilities through better ITIL process integration, reporting and customer experience elements. ### Lot Information Lot 1 AWARD NOTICE. The University of Aberdeen is seeking a supplier to implement an IT Service Management (ITSM) solution to support our ITIL processes as well as providing an improved service for staff and students. The ITSM tool will replace the existing ticketing software used by the IT Services teams, and other support teams. The new tool is expected to enhance our current call management capabilities through better ITIL process integration, reporting and customer experience elements. Renewal: Possibility of options for 3+1+1 or 5+1+1 years. ## Key Details | Field | Value | | --- | --- | | Publication source | Public Contracts Scotland | | Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=MAR349303 | | Notice type | OJEU - F3 - Contract Award Notice | | Procurement type | Standard | | Procurement category | Services | | Procurement method | Open | | Procurement method details | Open procedure | | Tender suitability | Not specified | | Awardee scale | Large | | All stages | Tender, Award | ## Dates | Field | Value | | --- | --- | | Publication date | 22 Mar 2019 | | Submission deadline | 15 Jan 2019 | | Future notice date | Not specified | | Award date | 20 Mar 2019 | | Contract period | Not specified | | Recurrence | Not specified | ## Values | Field | Value | | --- | --- | | Tender value | Not specified | | Lots value | Not specified | | Awards value | Not specified | | Contracts value | £235,000 | ## Status | Field | Value | | --- | --- | | Tender status | Complete | | Lots status | Complete | | Awards status | Not specified | | Contracts status | Active | ## Buyer | Field | Value | | --- | --- | | Main buyer | UNIVERSITY OF ABERDEEN | | Locality | ABERDEEN | | Post town | Aberdeen | | Postcode | AB24 3FX | | Country | Scotland | | ITL 1 | TLM Scotland | | ITL 2 | TLM5 North Eastern Scotland | | ITL 3 | TLM50 Aberdeen City and Aberdeenshire | | Local authority | Aberdeen City | | Electoral ward | Tillydrone/Seaton/Old Aberdeen | | Westminster constituency | Aberdeen North | | Delivery location | TLM50 Aberdeen City and Aberdeenshire | ## Supplier | Field | Value | | --- | --- | | Number of suppliers | 1 | | Supplier names | FRESHWORKS TECHNOLOGIES | ## 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 - 72253000 - Helpdesk and support services ## Release History - 22 Mar 2019 at 00:00 - Award - OJEU - F3 - Contract Award Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=MAR349303 - 7 Dec 2018 at 00:00 - Tender - OJEU - F2 - Contract Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=DEC339409 ## Documents - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=DEC339409 ITSM tool - University of Aberdeen - The University of Aberdeen is seeking a supplier to implement an IT Service Management (ITSM) solution to support our ITIL processes as well as providing an improved service for staff and students. The ITSM tool will replace the existing ticketing software used by the IT Services teams, and other support teams. The new tool is expected to enhance our current call management capabilities through better ITIL process integration, reporting and customer experience elements. - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=MAR349303 ITSM tool - University of Aberdeen - AWARD NOTICE. The University of Aberdeen is seeking a supplier to implement an IT Service Management (ITSM) solution to support our ITIL processes as well as providing an improved service for staff and students. The ITSM tool will replace the existing ticketing software used by the IT Services teams, and other support teams. The new tool is expected to enhance our current call management capabilities through better ITIL process integration, reporting and customer experience elements. ## Notice URLs - http:// - http://www.abdn.ac.uk/procurement - https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000566984 - 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-r6ebe6-0000566984. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000566984.json.