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CPT_26_03 IT Service management (ITSM)

National Audit Office

Awarded

Key facts

Closing date
Not stated by the buyer
Buyer's estimated value
Not stated The buyer's own estimate, not income to you.
Procedure
Competitive flexible procedure
Notice type
Contract details notice (UK7)

Decision brief

Taken from the buyer's published notice (shown as written, shortened where long). Tenderpatch has not added to or interpreted it. Always read the official documents before bidding.

How bids will be scored
Not stated in the notice.
Conditions of participation (what you must show)
None published in the notice. They may be in the tender documents.
Contract length and extensions
Period not stated.
How to submit
Not stated in the notice.
Tender documents
No document links in the notice. Use the official notice link.
New to public tenders? Plain-English guide to this page
Framework
An agreement that sets terms for work the buyer may order later, often from several suppliers. The value shown usually covers the whole agreement, not one job.
Open for bids / closing date
You must submit by the closing date and time, normally through the buyer's own online portal. Late bids are normally refused.
Clarification questions
A deadline for asking the buyer questions about the tender. It is earlier than the closing date.
Conditions of participation
What the buyer asks suppliers to show before they can be considered, such as experience, insurance or accreditations.
Bids are scored on
How the buyer will compare bids, usually a split between price and quality. A 60/40 split in favour of quality means the cheapest bid will not necessarily win.
Lots
A tender can be split into parts. You can often bid for only the lots that suit you.
Area (ITL)
The buyer names an official statistical area for where the work is, not a street address. Check the tender documents for the actual sites.
UK4 and other notice codes
Official codes for the type of notice. A "tender notice" means bids are being invited.

General explanations written by Tenderpatch, not part of this notice.

Description

The National Audit Office (NAO) is the UK's independent public spending watchdog. It supports Parliament in holding government to account and helps improve public services through high-quality audit and assurance work. The NAO sought to appoint an experienced supplier to provide an enterprise-grade IT Service Management (ITSM) solution and associated support services for internal users across the organisation. The requirement included the provision, implementation, configuration, and ongoing support of an ITSM platform capable of supporting core ITSM processes, including incident management, service requests, change management, asset and configuration management, workflow automation, reporting, and governance. The solution was required to be scalable, configurable, and proportionate to the NAO's operational needs, and capable of supporting multiple internal functional areas. The procurement sought a supplier capable of delivering a controlled transition from the incumbent system, including secure data migration, integration with the NAO's Microsoft-based digital estate, and service readiness activities, with minimal disruption to business operations. The solution was required to provide an intuitive user experience, configurable workflows, and accessible reporting, without reliance on complex development or ongoing external consultancy. The requirement also included robust ongoing platform support, including routine updates, security maintenance and patching, and effective vulnerability management and remediation. This includes the ability to identify, assess, track, prioritise, and remediate security vulnerabilities affecting the ITSM platform and its components, supported by appropriate controls, governance, and reporting. In addition, the procurement sought a supplier able to demonstrate a sustainable product roadmap and ongoing service support model to ensure long-term service continuity, platform resilience, and alignment with the NAO's future operational and digital requirements. The successful supplier will also be required to provide assurance that vulnerabilities are managed in line with recognised industry good practice and the NAO's information security and risk management requirements. The contract will commence on Monday 2 November 2026 and includes an initial six-month mobilisation and implementation period, with service go-live anticipated from Tuesday 1 June 2027. The initial contract term of three (3) years will commence on the go-live date and will expire on Friday 31st May 2030. The NAO reserves the option to extend the contract for up to two (2) additional periods of twelve (12) months each, up to a maximum end date of Monday 31st May 2032. The contract has been awarded with a maximum value of £1.8 million inclusive of VAT over the full potential five-year term.