CPT_26_03 IT Service management (ITSM)

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 is seeking 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 includes 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 must be scalable, configurable, and proportionate to the NAO's operational needs, and capable of supporting multiple internal functional areas. The selected supplier will be expected to deliver 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 should provide an intuitive user experience, configurable workflows, and accessible reporting, without reliance on complex development or ongoing external consultancy. The NAO also requires robust ongoing platform support, including routine updates, security maintenance and patching, and effective vulnerability management and remediation. This should include 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. The selected supplier must be able to provide assurance that vulnerabilities are managed in line with recognised industry good practice and the NAO's information security and risk management requirements. In addition, the supplier must 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 contract is expected to commence on Wednesday 4th November 2026 and includes an initial six month mobilisation and implementation period, with service go live anticipated from Tuesday 1st June 2027. The initial contract term will be three (3) years, with options to extend for up to two further periods of twelve (12) months, up to a maximum contract end date of Monday 31st May 2032. The estimated maximum contract value is £1.8 million inclusive of VAT over the full potential five year term.