PME - IT Service Management
Reference ocds-h6vhtk-06c2c8 · The Mayor and Commonalty and Citizens of the City of London
Prior notice.
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Amounts and figures
Description
The City of London Corporation (including the City of London Police) is reviewing the current IT Service Management toolset in use across the organisation. The City is interested in understanding the capability of modern ITSM solutions to support efficient, scalable and customer-focused service delivery. Key features of interest include: • All data and application services, including AI engines must be hosted within the UK. • Core ITSM process support, including incident, request, problem, change, release, knowledge and major incident management. • Enterprise Service Management (ESM) capability, enabling service management workflows to be extended beyond IT into areas such as HR, Facilities, Finance, Legal and other corporate services. • AI-assisted service management, including ticket summarisation, automated categorisation and routing, virtual agent support, knowledge recommendations and predictive analytics. • Modern self-service and omnichannel engagement, including a user-friendly portal, service catalogue, knowledge base, mobile access and integration with Microsoft Teams and Outlook. • Workflow automation and integration capability, including configurable approvals, automat…
Official publications
| Medium | Reference | Date |
|---|---|---|
| FTS | 068564-2026 | 21 July 2026 |
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