End User Workspace and Hosting

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

Key requirements of 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 published contract value of £13,800,000 (inclusive of VAT)