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End User Workspace and Hosting

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Summary

Machine-generated summary

Reading Borough Council awarded a contract for End User Workspace and Hosting services to OneAdvanced IT Services Limited. The contract secures a single supplier to deliver both End User Workspace and Hosting under one agreement. Services must be ITIL-aligned and delivered using the Council's own ServiceNow ITSM platform. The scope covers service desk, incident, problem and change management, service requests, configuration and asset management, release and deployment, availability and capacity, monitoring, security, service continuity, knowledge management, supplier and risk management, and continual improvement. Aims are better service delivery, reduced complexity and improved user experience through integrated support.

Description

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)

Official source

Source: Find a Tender Service (UK Cabinet Office / Crown Commercial Service)

Always verify details on the official notice.

Last verified against Find a Tender Service (UK Cabinet Office / Crown Commercial Service) 1 week ago

Documents on Find a Tender Service (UK Cabinet Office / Crown Commercial Service) (English)

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15 notices tracked · 9 awarded
€255,473 in awarded contracts

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