ITSM Toolset
London Borough of Harrow
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Key details
Procurement
- 72000000 IT services: consulting, software development, Internet and support
What happened
London Borough of Harrow awarded this contract to ULTIMA BUSINESS SOLUTIONS LTD. worth £126,773 on 3 Feb 2026. The contract runs until 16 Feb 2027.
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.
Awarded supplier
Contact
Identifiers
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External ID: fts-ocds-h6vhtk-0615eb • Added 6 August 2026