Scope
Description
IT Service Management (ITSM) processes (including, but not limited to incidents, major incidents, request fulfilment, change, problem and security event management). Management Information for reporting and performance management purposes. The ITSM platform is widely used by internal teams and key suppliers to manage demand from end users from notification of the issue through to resolution of tickets logged.
2026/2027 costs include licensing to implement a chatbot which can handle common requests as well as generative AI which helps generate ticket summaries, suggests next actions and auto-creates content such as knowledge base articles.
Contract 1
Supplier
Contract value
- £126,773.34 excluding VAT
- £152,128.01 including VAT
Below the relevant threshold
Date signed
3 February 2026
Contract dates
- 17 February 2026 to 16 February 2027
- 1 year
Main procurement category
Services
CPV classifications
- 72000000 - IT services: consulting, software development, Internet and support
Contract locations
- UKI74 - Harrow and Hillingdon
Procedure
Procedure type
Below threshold - limited competition
Supplier
ULTIMA BUSINESS SOLUTIONS LTD.
- Companies House: 02521249
- Public Procurement Organisation Number: PHLP-4331-RRXJ
Gainsborough House
Reading
RG2 0NA
United Kingdom
Email: publicsectorbids@ultima.com
Website: http://www.ultima.com
Region: UKJ11 - Berkshire
Small or medium-sized enterprise (SME): No
Voluntary, community or social enterprise (VCSE): No
Contract 1
Contracting authority
London Borough of Harrow
- Public Procurement Organisation Number: PQRC-2343-GRQR
Forward Drive
Harrow
HA3 8FL
United Kingdom
Email: procurement@harrow.gov.uk
Region: UKI74 - Harrow and Hillingdon
Organisation type: Public authority - sub-central government