---
title: "IT Desk, Asset Management and Ticketing System"
ocid: "ocds-r6ebe6-0000844564"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000844564"
markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000844564.md"
json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000844564.json"
source: "Public Contracts Scotland"
current_stage: "Award"
buyer: "West Lothian Council"
published: "2026-10-01"
---

# IT Desk, Asset Management and Ticketing System

Buyer: West Lothian Council  
Current stage: Award  
OCID: ocds-r6ebe6-0000844564

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000844564)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000844564.json)

## Summary

West Lothian Council bought an IT service management and IT asset management platform to replace its unsupported service desk and ticketing system. The ALVAO solution covers service desk and ticket management, incident and service-request handling, problem and change management, asset lifecycle management, self-service, knowledge management, workflow automation, approvals, time recording, project and work management, reporting and dashboards. The contract also covers software licences, implementation, configuration, migration of existing data, integration with corporate systems, training, support and maintenance. The system is for the Council’s operations in West Lothian, with delivery in Livingston. The requirement combines software supply with implementation and continuing support, rather than a standalone software licence purchase.

The procurement is complete and the contract is active. Softcat Plc was selected for the single lot, with ALVAO Limited identified as subcontractor for the delivery. The Council described the award as a direct award through the HealthTrust Europe ICT Solutions 3 framework; the process data also records an open procedure. Four bids were recorded for the lot. The contract was signed on 7 September 2026, at a value of £164,092. The award followed evaluation of functional, technical and commercial requirements, with the framework route identified as the most economically advantageous option that met the Council’s operational and technical requirements. The contract period is not stated in the published terms.

For suppliers competing when this Council’s requirement returns to market, the evidence points to a combined ITSM and ITAM offer backed by implementation and lifecycle support. Credibility will depend on delivering service desk and ticketing functions alongside asset management, self-service, knowledge management, workflow automation, approvals, project and work management, and useful reporting. Suppliers should be able to configure the platform, migrate existing data and integrate it with corporate systems, then provide training, support and maintenance. The Council’s evaluation considered functional, technical and commercial fit, so a competitive offer needs to address operational requirements as well as price. Delivery was structured around a framework route and involved a software supplier working with the solution provider; relevant framework access and partner capability are commercially pertinent.

## Notice

West Lothian Council has awarded a contract to Softcat plc for the provision, implementation and support of the ALVAO IT Service Management (ITSM) and IT Asset Management (ITAM) solution. The solution will replace the Council's existing unsupported IT service desk and ticketing system and provide modern service management, asset management, self-service, workflow automation, reporting, project management and integration capabilities. The contract includes software licences, implementation services, configuration, data migration, training and ongoing support and maintenance.

### Lot Information

Lot 1

West Lothian Council has awarded a contract to Softcat plc for the provision, implementation and ongoing support of the ALVAO IT Service Management (ITSM) and IT Asset Management (ITAM) solution. The Council's existing IT service desk and ticketing system has reached end of vendor support and no longer receives security updates, patches or product enhancements. A replacement solution is required to provide a fully supported, secure and modern platform that aligns with the Council's IT service management requirements and digital strategy. The scope of the contract includes software licences, implementation, configuration, data migration, integration with corporate systems, service desk and ticket management functionality, asset management capabilities, self-service functionality, workflow automation, knowledge management, reporting and dashboard capabilities, training, support and maintenance. The solution will support key processes including incident management, service request fulfilment, problem management, change management, asset lifecycle management, project and work management, workflow orchestration, approval processes, time recording and performance reporting.. Following market engagement and evaluation of functional, technical and commercial requirements, the ALVAO ITSM and ITAM solution was identified as the preferred option. A direct award to Softcat under the HealthTrust Europe ICT Solutions 3 Framework represented the most economically advantageous framework route and met the Council's operational and technical requirements.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Public Contracts Scotland |
| Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=OCT565751 |
| Notice type | PCS Notice - Website Contract Award Notice |
| Procurement type | Standard |
| Procurement category | Goods |
| Procurement method | Open |
| Procurement method details | Open procedure |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 1 Oct 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 | £164,092 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | West Lothian Council |
| Locality | LIVINGSTON |
| Postcode area | Edinburgh |
| Postcode | EH54 6FF |
| Country | Scotland |
| ITL 1 | TLM Scotland |
| ITL 2 | TLM1 East Central Scotland |
| ITL 3 | TLM14 West Lothian |
| Local authority | West Lothian |
| Electoral ward | Livingston South |
| Westminster constituency | Livingston |
| Delivery location | TLM78 West Lothian |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | Softcat Plc |

## CPV Codes

### Divisions

- 48 - Software package and information systems
- 72 - IT services: consulting, software development, Internet and support

### Codes

- 48517000 - IT software package
- 48900000 - Miscellaneous software package and computer systems
- 72250000 - System and support services

## Release History

- 1 Oct 2026 at 01:00 - Award - PCS Notice - Website Contract Award Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=OCT565751

## Documents

- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=OCT565751
  IT Desk, Asset Management and Ticketing System - West Lothian Council has awarded a contract to Softcat plc for the provision, implementation and support of the ALVAO IT Service Management (ITSM) and IT Asset Management (ITAM) solution. The solution will replace the Council's existing unsupported IT service desk and ticketing system and provide modern service management, asset management, self-service, workflow automation, reporting, project management and integration capabilities. The contract includes software licences, implementation services, configuration, data migration, training and ongoing support and maintenance.

## Notice URLs

- http://
- http://www.westlothian.gov.uk/
- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000844564
- https://www.scotcourts.gov.uk/courts-and-tribunals/courts-tribunals-and-office-locations/find-us/livingston-sheriff-court-and-justice-of-the-peace-court/
- https://www.softcat.com/

## 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-r6ebe6-0000844564. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000844564.json.