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The City of London Corporation (including the City of London Police) is reviewing the current IT Service Management toolset in use across the organisation. The City is interested in understanding the capability of modern ITSM solutions to support efficient, scalable and customer-focused service delivery. Key features of interest include:
•All data and application services, including AI engines must be hosted within the UK.
•Core ITSM process support, including incident, request, problem, change, release, knowledge and major incident management.
•Enterprise Service Management (ESM) capability, enabling service management workflows to be extended beyond IT into areas such as HR, Facilities, Finance, Legal and other corporate services.
•AI-assisted service management, including ticket summarisation, automated categorisation and routing, virtual agent support, knowledge recommendations and predictive analytics.
•Modern self-service and omnichannel engagement, including a user-friendly portal, service catalogue, knowledge base, mobile access and integration with Microsoft Teams and Outlook.
•Workflow automation and integration capability, including configurable approvals, automated notifications, APIs, webhooks and integration with Microsoft 365, monitoring, security and asset management tools.
•Operational reporting, asset and configuration management, including real-time dashboards, SLA and KPI reporting, comprehensive CMDB/service mapping, IT asset lifecycle management, audit controls and governance reporting.
Preliminary market engagement notice (UK2). The buyer wants to talk to suppliers before designing the procurement. Taking part is how to shape it.
Bids are submitted through the buyer’s own portal, not on this site. Read the full notice on Find a Tender before relying on any date here.
No supplier information available.
This procurement was divided into 1 lots, each awarded separately.
| Lot | Value | Status |
|---|---|---|
| Lot 1 Sept 2027 – Aug 2029 | - | planning |
Changes the buyer published to this notice after it first appeared.
UPDATE: The PME will run from until 20th July 2026 at midday. The link to the questionnaire is: https://cityoflondon.ukp.app.jaggaer.com/go/85756306019F36E4E2E7
UPDATE: The PME will run from until 22th July 2026 at midday. The link to the questionnaire is:
https://cityoflondon.ukp.app.jaggaer.com/go/85756306019F36E4E2E7