End User Workspace And Hosting

The End User Workspace & Hosting Procurement was looking to secure a single supplier to deliver both End User Workspace (EUW) and Hosting services under a unified contract. The Services must be ITIL-aligned and delivered using the Council's own ServiceNow ITSM platform, with contract aims to improve service delivery, reduce complexity, and enhance user experience through integrated support.

Key Components of the Scope:

• Service Desk - Single point of contact for all ICT issues, with a focus on first-contact resolution and self-service enablement.
• Incident Management - Rapid restoration of normal service with clear ownership and root cause analysis.
• Problem Management - Identification and elimination of root causes to reduce incident recurrence.
• Change Enablement - Safe, timely implementation of changes with strong governance, TAB and CAB participation.
• Service Request Management - Efficient fulfilment of user requests via a structured service catalogue.
• Service Configuration & Asset Management - Accurate tracking of assets and configuration items using ServiceNow CMDB.
• Release & Deployment Management - Controlled rollout of new

software and updates, including packaging and testing.

• Availability & Capacity Management - Ensuring services meet

performance and uptime targets, with proactive planning.

• Monitoring & Event Management - Real-time monitoring and alerting to detect and respond to issues before they impact users.
• Security Management - ISO27001-compliant controls, vulnerability management, and incident response.
• Service Continuity Management - Disaster recovery planning and testing to ensure resilience.
• Knowledge Management - Centralised, structured knowledge base to support selfservice and efficient resolution.
• Supplier & Risk Management - Collaboration across multiple suppliers with shared risk registers and joint governance.
• Continual Improvement - Ongoing service enhancements tracked via a formal improvement plan and CMMI assessments.
• Project & Portfolio Management - Support for operational,

enhancement, and strategic projects with defined governance

End User Workspace (EUW):

• Service Desk (first-line support, triage, escalation, and resolution).
• Deskside Support (field engineering across 66 sites).
• Second Line Support (technical escalation, patching, anti-virus and infrastructure support
• Device lifecycle management (builds, refresh, repairs).
• Microsoft 365 and Windows 11 environment support.
• Knowledge management and training provision.

Service Management Expectations

• Operate within a SIAM model with strong collaboration across

suppliers.

• Use of ServiceNow for all ITSM functions (incident, problem, change, asset, etc.).
• Monthly and annual reporting, SLA/KPI tracking, and continual

improvement.

• Supplier must achieve CMMI Level 3 within 6 months.

The contract is over 7 years (including extensions), with a value of £13,800,000 (inclusive of VAT)