---
title: "Information Technology Service Management"
ocid: "ocds-r6ebe6-0000805726"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000805726"
markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000805726.md"
json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000805726.json"
source: "Public Contracts Scotland"
current_stage: "Award"
buyer: "THE COMMON SERVICES AGENCY (MORE COMMONLY KNOWN AS NHS NATIONAL SERVICES SCOTLAND) (NSS)"
published: "2026-05-08"
---

# Information Technology Service Management

Buyer: THE COMMON SERVICES AGENCY (MORE COMMONLY KNOWN AS NHS NATIONAL SERVICES SCOTLAND) (NSS)  
Current stage: Award  
OCID: ocds-r6ebe6-0000805726

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## Summary

The Common Services Agency, also known as NHS National Services Scotland (NSS), awarded a contract for "Information Technology Service Management" to Mozaic Services Ltd. The procurement, conducted under a restricted procedure, aims to replace the current ITSM platform and enhance IT service management for NSS. The awarded contract, valued at £3,000,000, was signed on 8th April 2026, and focuses on supporting several ITSM practices. NHS Scotland's initiative seeks solutions that scale to support ongoing and evolving IT operations across various boards and organisations, with implementation planned to complete by the end of 2026/27. The industry category for this contract is services, specifically within the health sector, centred in Edinburgh, Scotland.

This procurement presents substantial opportunities for businesses specialising in IT Service Management solutions, particularly those that can support a wide range of ITSM practices. Vendors with expertise in the health sector and the capability to provide scalable, comprehensive ITSM solutions will find this tender advantageous. It's particularly suitable for large-scale enterprises that can meet significant financial and technical criteria, including substantial turnover requirements and certifications like ISO27001. The success in this procurement not only enhances vendor reputation but also potentially expands their footprint within NHS Scotland's extended network, thereby fostering further business growth.

## Notice

NSS is seeking to procure licences for an IT Service Management (ITSM) solution that supports 18 key ITSM practices. These practices are either currently in use or are planned as part of NSS's evolving ITSM capabilities including Incident Management, Service Desk, Service Request Management, Problem Management, Change Management, Service Level Management, Knowledge Management, Service Catalogue Management, Service Configuration Management, Infrastructure & Platform Management, Capacity and Performance Management, IT Asset Management, Release Management, Availability Management, Measuring and Reporting, Service Continuity Management, Monitoring and Event Management and Supplier Management.

### Lot Information

Lot 1

The scope of this procurement is currently for NSS ITSM at present. Currently NSS has a need for approximately 500 'agents' that will use the platform. The end user / customer numbers should be considered as NSS wide (approximately 3,500 staff) for the purposes of this procurement. As part of the 'Once for Scotland' initiative, NSS anticipates extending these ITSM capabilities to other NHS Scotland boards as service maturity increases. Additionally, with the planned integration of NHS Education for Scotland (NES), shared ITSM services are expected to be implemented across both organisations. Therefore there is a requirement for scaling potential. Current Platform and Transition Plans: NSS is currently contracted with a SaaS platform that delivers ITSM functionality, along with modular features for Project, Programme, and Portfolio Management Services (PPPMS) and timesheet recording. NSS intends to transition away from these modular components to alternative solutions once the new ITSM platform is operational. The current platform also hosts several custom-built applications that support additional business services. NSS plans to fully divest from these custom applications and migrate to more sustainable architectural alternatives. Implementation Services: NSS will require technical implementation services to architect, build, test, and deploy the new ITSM solution. NSS will provide internal resources to manage and support the project and conduct any necessary business analysis throughout the implementation process. The Vision for the ITSM Procurement Project is to procure a best-in-class tool to replace the current installation of ServiceNow to deliver services to NSS. Once procured, this tool will be configured and implemented by an implementation partner with support from DaS. As part of the implementation relevant DaS staff will be trained as required. This implementation partner will need to adapt to NSS' culture and configure the new tool to best reflect NSS' ambitions. It will improve efficiency, deliver greater internal NSS experience of IT services and requests, and support a new operating model within the ITSM delivery team. The tool will also have the potential to scale, allowing DaS to offer more services to NSS and extend our services to other NHS Scotland boards. We aim to complete the procurement and implementation of this new tool by the end of 2026/27 so that both cash and non-cash benefits can be realised early 2027. This procurement will be run as a restricted process.

Renewal: The contract will include two extension periods of 24 months and then 12 months.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Public Contracts Scotland |
| Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=MAY555490 |
| Notice type | OJEU - F3 - Contract Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Restricted procedure |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Tender, Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 8 May 2026 |
| Submission deadline | 28 Aug 2025 |
| Future notice date | Not specified |
| Award date | 8 Apr 2026 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £4,200,000 |
| Lots value | £4,200,000 |
| Awards value | Not specified |
| Contracts value | £3,000,000 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | THE COMMON SERVICES AGENCY (MORE COMMONLY KNOWN AS NHS NATIONAL SERVICES SCOTLAND) (NSS) |
| Locality | EDINBURGH |
| Post town | Edinburgh |
| Postcode | EH12 9EB |
| 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 | Drum Brae/Gyle |
| Westminster constituency | Edinburgh South West |
| Delivery location | TLM Scotland |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | MOZAIC SERVICES |

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

## Release History

- 8 May 2026 at 00:00 - Award - OJEU - F3 - Contract Award Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=MAY555490
- 29 Jul 2025 at 00:00 - Tender - OJEU - F2 - Contract Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUL535715

## Documents

- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUL535715
  Information Technology Service Management - NSS is seeking to procure licences for an IT Service Management (ITSM) solution that supports 18 key ITSM practices. These practices are either currently in use or are planned as part of NSS's evolving ITSM capabilities including Incident Management, Service Desk, Service Request Management, Problem Management, Change Management, Service Level Management, Knowledge Management, Service Catalogue Management, Service Configuration Management, Infrastructure & Platform Management, Capacity and Performance Management, IT Asset Management, Release Management, Availability Management, Measuring and Reporting, Service Continuity Management, Monitoring and Event Management and Supplier Management.
- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=MAY555490
  Information Technology Service Management - NSS is seeking to procure licences for an IT Service Management (ITSM) solution that supports 18 key ITSM practices. These practices are either currently in use or are planned as part of NSS's evolving ITSM capabilities including Incident Management, Service Desk, Service Request Management, Problem Management, Change Management, Service Level Management, Knowledge Management, Service Catalogue Management, Service Configuration Management, Infrastructure & Platform Management, Capacity and Performance Management, IT Asset Management, Release Management, Availability Management, Measuring and Reporting, Service Continuity Management, Monitoring and Event Management and Supplier Management.

## Notice URLs

- http://
- http://www.nss.nhs.scot/browse/procurement-and-logistics
- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000805726
- https://scotcourts.gov.uk/the-courts/sheriff-court/about-sheriff-courts
- https://www.publictendersscotland.publiccontractsscotland.gov.uk/
- https://www.publictendersscotland.publiccontractsscotland.gov.uk/web/login.html

## 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-r6ebe6-0000805726. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000805726.json.