DA.UWTSD2526.078 - Enterprise Service Management Platform

Procurement reference

DA.UWTSD2526.078

Procurement description

The University wishes to make a Direct Award with ServiceNoW as it currently utilises the ServiceNow platform as a business-critical enterprise service management solution supporting multiple operational and customer-facing functions across the institution, including IT services, student support, marketing, digital services, workflow automation, and service management activities.

University of Wales Trinity Saint David

ServiceNow

Procedure type

Direct award

Description of how these justifications apply

The University intends to enter into a direct agreement with ServiceNow for the continued provision of its existing enterprise service management platform. ServiceNow is the sole owner and provider of the proprietary software, associated licences, maintenance, upgrades and vendor support required to operate the University's existing environment. The platform is deeply embedded within the University's digital infrastructure, supporting multiple business-critical services through established workflows, integrations and automations. Replacing the platform would require significant technical reimplementation, substantial additional cost, and would create unacceptable operational disruption to essential services. Following the withdrawal of the University's previous licensing reseller from the market, contracting directly with ServiceNow represents the only technically viable solution to ensure continuity of service, maintain access to ongoing product support and updates, and protect the University's existing investment in the platform.

Direct award justification

Additional repeat extension partial replacement

Description of risks to contract performance

Service continuity: Failure to maintain the agreement could disrupt business-critical services and operational activities that rely on the ServiceNow platform across the University.

Security and resilience: Without ongoing vendor support, maintenance and software updates, the University would face increased cyber security, system resilience and operational risks.

Operational support: Loss of access to vendor technical support and future platform enhancements could affect the University's ability to resolve system issues promptly and support evolving business requirements.