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To record your interest or obtain additional information or documents please find instructions within the Full Notice Text. (NOTE: Contract Award Notices and Prior Information Notices do not normally require a response)

Summary

OCID:: ocds-h6vhtk-078d08
Published by:: Glasgow City Council
Authority ID:: AA20167
Publication date:: 22 October 2026
Deadline date:: -
Notice type:: Prior Information Notice
Has documents:: No
Has SPD:: No
Has Carbon Reduction Plan:: N/A

Abstract

Glasgow City Council (“the Council”) is providing advance notice of its intention to procure a Service Desk and Service Management solution and associated support services for the delivery of ICT services across the organisation.

The Council is currently reviewing its future Service Desk and Service Management operating model and is seeking to engage with the market to better understand available solutions, service delivery approaches, emerging technologies and best practice. This engagement will help inform the development of the Council's requirements and the selection of an appropriate procurement strategy.

Full notice text

Prior information notice

This notice is for prior information only

Section I: Contracting authority

I.1) Name and addresses

Glasgow City Council

40 John St, City Chambers

Glasgow

G2 1DU

Telephone: +44 1412876516

E-mail: CorporateProcurement@glasgow.gov.uk

NUTS: UKM82

Internet address(es)

Main address: www.glasgow.gov.uk

Address of the buyer profile: https://www.publiccontractsscotland.gov.uk/search/Search_AuthProfile.aspx?ID=AA00196

I.3) Communication

Additional information can be obtained from the abovementioned address

I.4) Type of the contracting authority

Regional or local authority

I.5) Main activity

General public services

Section II: Object

II.1) Scope of the procurement

II.1.1) Title

Service Desk and Service Management Solution

II.1.2) Main CPV code

72253000

II.1.3) Type of contract

Services

II.1.4) Short description

II.1.6) Information about lots

This contract is divided into lots: No

II.2) Description

II.2.2) Additional CPV code(s)

72253000

II.2.3) Place of performance

NUTS code:

UKM82

Main site or place of performance:

Glasgow City

II.2.4) Description of the procurement

The requirement may include, but is not limited to:

1. Service Desk and user support services;

2. Incident, request, problem and change management capabilities;

3. IT Service Management (ITSM) tooling and platform solutions;

4. End-user support and customer experience management;

5. Service integration and operational management capabilities;

6. Reporting, performance management and service analytics;

7. Automation, self-service and AI-enabled support functionality;

8. Transition, mobilisation and ongoing service support arrangements.

The Council invites interested suppliers to participate in preliminary market engagement activities. These may include supplier questionnaires, market engagement events, supplier demonstrations, one-to-one discussions and requests for information. Information received may be used to develop the procurement documents.

The purpose of this engagement is to:

1. Understand current market capability and capacity;

2. Explore innovative approaches to Service Desk and Service Management delivery;

3. Inform the development of the future specification and procurement strategy;

4. Understand indicative market pricing and commercial models;

5. Identify opportunities to improve service quality, user experience and operational efficiency.

This notice is issued for information and market engagement purposes only and does not constitute a call for competition. The Council will take the appropriate measures to ensure that participation in the market engagement does not distort competition or confer any advantage or disadvantage in any subsequent procurement process.

The Council currently anticipates commencing a procurement process during 2027, with contract award anticipated in 2028. Further information regarding market engagement activities will be communicated through the appropriate procurement portals in due course.

Interested organisations are encouraged to register their interest and participate in the forthcoming market engagement activities.

The Council is not obliged to proceed with any procurement as a result of this notice and reserves the right to amend or discontinue the proposed procurement or market engagement process at any time. Participating organisations will be responsible for their own costs and expenses incurred in connection with the market engagement, and the Council will not be liable for those costs or expenses.

Interested parties should complete the link below to register interest.

https://forms.cloud.microsoft/e/7aNGbHiEyb

II.3) Estimated date of publication of contract notice:

01/04/2027

Section IV: Procedure

IV.1) Description

IV.1.8) Information about Government Procurement Agreement (GPA)

The procurement is covered by the Government Procurement Agreement: Yes

Section VI: Complementary information

VI.3) Additional information

NOTE: To register your interest in this notice and obtain any additional information please visit the Public Contracts Scotland Web Site at https://www.publiccontractsscotland.gov.uk/Search/Search_Switch.aspx?ID=846292.

(SC Ref:846292)

VI.5) Date of dispatch of this notice

21/10/2026

Coding

Commodity categories

ID	Title	Parent category
72253000	Helpdesk and support services	System and support services

Delivery locations

ID	Description
100	UK - All

Alert region restrictions

The buyer has restricted the alert for this notice to suppliers based in the following regions.

ID	Description
There are no alert restrictions for this notice.

About the buyer

Main contact:: CorporateProcurement@glasgow.gov.uk
Admin contact:: N/a
Technical contact:: N/a
Other contact:: N/a

Further information

Date	Details
No further information has been uploaded.