---
title: "Service Desk and Service Management Solution"
ocid: "ocds-r6ebe6-0000846292"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000846292"
markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000846292.md"
json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000846292.json"
source: "Public Contracts Scotland"
current_stage: "Planning"
buyer: "Glasgow City Council"
published: "2026-10-21"
---

# Service Desk and Service Management Solution

Buyer: Glasgow City Council  
Current stage: Planning  
OCID: ocds-r6ebe6-0000846292

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## Summary

Glasgow City Council intends to procure a service desk and IT service management solution, with associated support services for ICT delivery across the organisation. The anticipated scope may include user support; incident, request, problem and change management; IT service management software and platforms; end-user support and customer experience; service integration and operations; reporting, performance analytics, automation, self-service and AI-enabled support. Transition, mobilisation and ongoing support may also be required. The services will be delivered across Glasgow City Council’s organisation in Glasgow. This is a broad requirement spanning technology and service operations, rather than a purchase of software alone.

The process is at planning stage: the Council has announced an intention to procure, but this is not an invitation to tender. It plans preliminary market engagement through possible questionnaires, events, supplier demonstrations, individual discussions and requests for information. The Council expects to begin the procurement during 2027, with award anticipated in 2028; a further notice is expected on 1 April 2027. The engagement is intended to inform the future specification and procurement strategy, explore delivery approaches and market capability, and understand indicative pricing and commercial models. No procedure, contract duration or estimated contract value is set out. There is one stated requirement, and the Council may decide not to proceed. Suppliers bear their own engagement costs.

This preparatory engagement is likely to suit suppliers able to combine service desk operations with IT service management technology and support. Relevant experience may include handling incidents, service requests, problems and changes; supporting end users; integrating services; and managing operational performance and analytics. Providers with practical capability in automation, self-service and AI-enabled support may be well placed to contribute to the Council’s exploration of emerging technologies and best practice. The possible scope also favours suppliers able to plan and deliver transition and mobilisation, then provide continuing operational support. Software and platform providers, managed service businesses and organisations able to bring these capabilities together can use the engagement to explain delivery models, capacity, innovation and commercial approaches that could inform the eventual requirement. The Council is seeking market input, not bids at this stage.

## Notice

Glasgow City Council ("the Council") is providing advance notice of its intention to procure a Service Desk and Service Management solution and associated support services for the delivery of ICT services across the organisation. The Council is currently reviewing its future Service Desk and Service Management operating model and is seeking to engage with the market to better understand available solutions, service delivery approaches, emerging technologies and best practice. This engagement will help inform the development of the Council's requirements and the selection of an appropriate procurement strategy.

### Lot Information

Lot 1

Glasgow City Council ("the Council") is providing advance notice of its intention to procure a Service Desk and Service Management solution and associated support services for the delivery of ICT services across the organisation. The Council is currently reviewing its future Service Desk and Service Management operating model and is seeking to engage with the market to better understand available solutions, service delivery approaches, emerging technologies and best practice. This engagement will help inform the development of the Council's requirements and the selection of an appropriate procurement strategy. The requirement may include, but is not limited to: 1. Service Desk and user support services; 2. Incident, request, problem and change management capabilities; 3. IT Service Management (ITSM) tooling and platform solutions; 4. End-user support and customer experience management; 5. Service integration and operational management capabilities; 6. Reporting, performance management and service analytics; 7. Automation, self-service and AI-enabled support functionality; 8. Transition, mobilisation and ongoing service support arrangements. The Council invites interested suppliers to participate in preliminary market engagement activities. These may include supplier questionnaires, market engagement events, supplier demonstrations, one-to-one discussions and requests for information. Information received may be used to develop the procurement documents. The purpose of this engagement is to: 1. Understand current market capability and capacity; 2. Explore innovative approaches to Service Desk and Service Management delivery; 3. Inform the development of the future specification and procurement strategy; 4. Understand indicative market pricing and commercial models; 5. Identify opportunities to improve service quality, user experience and operational efficiency. This notice is issued for information and market engagement purposes only and does not constitute a call for competition. The Council will take the appropriate measures to ensure that participation in the market engagement does not distort competition or confer any advantage or disadvantage in any subsequent procurement process. The Council currently anticipates commencing a procurement process during 2027, with contract award anticipated in 2028. Further information regarding market engagement activities will be communicated through the appropriate procurement portals in due course. Interested organisations are encouraged to register their interest and participate in the forthcoming market engagement activities. The Council is not obliged to proceed with any procurement as a result of this notice and reserves the right to amend or discontinue the proposed procurement or market engagement process at any time. Participating organisations will be responsible for their own costs and expenses incurred in connection with the market engagement, and the Council will not be liable for those costs or expenses. Interested parties should complete the link below to register interest. https://forms.cloud.microsoft/e/7aNGbHiEyb

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Public Contracts Scotland |
| Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=OCT567108 |
| Notice type | OJEU - F1 - Prior Information Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Not Specified |
| Procurement method details | Not specified |
| Tender suitability | Not specified |
| Awardee scale | Not specified |
| All stages | Planning |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 21 Oct 2026 |
| Submission deadline | Not specified |
| Future notice date | 1 Apr 2027 |
| 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 | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Planned |
| Lots status | Planned |
| Awards status | Not specified |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | Glasgow City Council |
| Locality | GLASGOW |
| Postcode area | Glasgow |
| Postcode | G2 1DU |
| Country | Scotland |
| ITL 1 | TLM Scotland |
| ITL 2 | TLM3 West Central Scotland |
| ITL 3 | TLM32 Glasgow City |
| Local authority | Glasgow City |
| Electoral ward | Anderston/City/Yorkhill |
| Westminster constituency | Glasgow North East |
| Delivery location | TLM82 Glasgow City |

## CPV Codes

### Divisions

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

### Codes

- 72253000 - Helpdesk and support services

## Release History

- 21 Oct 2026 at 01:00 - Planning - OJEU - F1 - Prior Information Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=OCT567108

## Documents

- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=OCT567108
  Service Desk and Service Management Solution - Glasgow City Council ("the Council") is providing advance notice of its intention to procure a Service Desk and Service Management solution and associated support services for the delivery of ICT services across the organisation. The Council is currently reviewing its future Service Desk and Service Management operating model and is seeking to engage with the market to better understand available solutions, service delivery approaches, emerging technologies and best practice. This engagement will help inform the development of the Council's requirements and the selection of an appropriate procurement strategy.

## Notice URLs

- http://
- http://www.glasgow.gov.uk
- http://www.publiccontractsscotland.gov.uk/Search/Search_Switch.aspx?ID=846292
- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000846292
- https://forms.cloud.microsoft/e/7aNGbHiEyb

## 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-r6ebe6-0000846292. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000846292.json.