Home ContractsK280022080 - ServiceNow Managed Services

K280022080 - ServiceNow Managed Services

WAC ID:215421

Public SectorAward noticeClosed32014L0024

Source:	Find a Tender Service (FTS)
Notice Type:	Award notice
Buyer:	DVSA
Main Category:	Services
Procurement Method:	Award procedure without prior publication of a call for competition
Method Rationale:	This procurement has been conducted is in line with regulation 32 2(b)(ii) of Public Contracts Regulations (PCR) 2015. 2(b)(ii)competition is absent for technical reasons: We have complex projects in flight with Flyform (ITAM project Phase 1 and CMDB Phase 2 and 3) which are technically complex. Flyform have been working on these for over a year and the phase 2 and 3 will continue into Year 2 of the STA contract. Changing supplier at this time would pose serious risk and delays to project deliverables which are directorate objectives. Service Now has now been selected as a strategic government technology which has resulted in an uptake in demand to what was originally forecasted, business areas are considering Service Now for digitalisation of non-IT processes. As a result, the previous contract value reached its limit and a new contract is needed.
Tender Status:	Closed
Estimated Value (ex. VAT):

Procurement timeline

All 2 notices for this procurement, oldest first.

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Contract award notice· 6 Jun 2023Viewing
K280022080 - ServiceNow Managed Services
Contract award notice· 21 Jul 2023
K280022080 -ServiceNow Managed Services

Earlier notices predate the Procurement Act 2023 (commenced 24 Feb 2025) and therefore don't carry UK1–UK17 codes.

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Award outcome

Awarded to

FlyForm LtdGB-FTS-84537

Award status:

Active

Contracting Authority

Organisation

DVSA

Description

ServiceNow is the IT Service Management platform used by DVSA to provide Incident, Problem, Change, Request and Hardware Asset Management support to all its IT support services, including digital and Theory Test. It provides the 4500 DVSA employees with an IT self-service portal which provides access to a 100% self-service request catalogue for IT kit and access, 24/7 access to a virtual agent (chatbot) to provide IT support, in hour access to webchat with the IT Service Desk, an IT Knowledge Base and a 100% self-service Front Line Logistics catalogue. It also provides an automated feedback process for users so that we can better understand their experience. It is integrated with Happy Signals an Experience Management platform. To ensure a continuation of this service and further development using the system, a contract is required for the managed service and development services.