End User Workspace And Hosting

The End User Workspace & Hosting Procurement was looking to secure a single supplier to deliver both End User Workspace (EUW) and Hosting services under a unified contract.

The Services must be ITIL-aligned and delivered using the Council's own ServiceNow ITSM platform, with contract aims to improve service delivery, reduce complexity, and enhance user experience through integrated support.

Key Components of the 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 Manag…