IT Service Management Tool

Tender description

Nottinghamshire Police is undertaking a procurement project to replace its existing IT Service Management (ITSM) tool, which will reach end-of-life support in December 2026. The new solution will serve as a central platform for managing service requests, incidents, changes, problems, and knowledge across both Information Services and Estates & Facilities departments. It must support 108 agents and 5000 end users, be ITIL-compliant, and integrate with Active Directory, HR, and asset management systems. The tool should offer secure, UK-based hosting (if cloud-based), and provide both agent and self-service portals. Preferred features include AI-driven ticket categorisation, chatbot support, and automation of routine tasks. The system should also be scalable to other departments within the Force. This project aims to enhance operational efficiency, improve service delivery, and ensure long-term sustainability of IT service management.