Enterprise IT Service Desk

The EITSD is expected to be a critical component of Defence’s digital operating environment, providing 24/7/365 front-door IT support across OFFICIAL and SECRET domains for approximately 220,000 users within a complex multi-supplier environment.

The anticipated core scope includes Incident, Major Incident and Knowledge Management; Insight reporting and analytics; Continual Improvement; Priority User Support; Self-Service and Virtual Agent management; MSP Onboarding and Offboarding support; and MOD Tech Bar walk-up services.

This procurement is the next evolution of Defence’s enterprise IT support model and is not simply a like-for-like replacement service. The Authority is seeking to deliver a secure, resilient and user-focused service aligned to Defence’s strategic direction, including greater use of Authority-provided technology, improved ITSM coherence and integration, and the exploitation of automation, self-service, virtual agent capability, AI-enabled functionality and other emerging technologies. The EITSD will be expected to support shift-left outcomes by reducing avoidable user contacts through self-service, automation, proactive resolution and effective knowledge management.

The Authority is seeking a supplier able to operate at the scale, complexity and assurance required, working collaboratively across SIAM, MSP and resolver groups. The supplier will be expected to provide clear ownership of the user contact, triage, routing, communication and service desk responsibilities within the EITSD scope. Current indicative volumes are ~ 40,000 tickets per month. Further detail on service volumes, demand baselines, commercial arrangements and contractual requirements will be provided during the procurement process.

This description remains subject to refinement through the formal procurement documentation.

Procurement Route: Other

Contract Duration: 84

Contract Start: 27/09/2027