End User Workspace and Hosting Services

This procurement opportunity seeks a single supplier to deliver integrated End User Workspace (EUW) and Hosting services over a 7-year contract period, valued at £13,800,000 (inclusive of VAT). The supplier must provide ITIL-aligned service management delivered through the Council's ServiceNow ITSM platform, encompassing a comprehensive range of services including: Service Desk support with first-contact resolution focus, Incident and Problem Management, Change Enablement with governance controls, Service Request Management, Service Configuration and Asset Management via ServiceNow CMDB, Release and Deployment Management, Availability and Capacity Management, real-time Monitoring and Event Management, ISO27001-compliant Security Management, Service Continuity and Disaster Recovery planning, Knowledge Management with self-service capability, Supplier and Risk Management, and Continual Improvement tracking. For End User Workspace specifically, the supplier must deliver first-line and second-line support, deskside support across 66 sites, device lifecycle management, Microsoft 365 and Windows 11 environment support, and knowledge management services. The supplier must operate within a SIAM (Service Integration and Management) model, achieve CMMI Level 3 certification within 6 months, and meet defined SLAs/KPIs with monthly and annual reporting. This opportunity is designed to improve service delivery, reduce complexity, and enhance user experience through integrated, collaborative support.