NW2481 - IT Service Management (Software & Implementation)

Northumbrian Water Limited (NWL) provide water and sewerage services to just under 4.4 million people operating principally in the North-East of England and Essex and Suffolk. It is NWL's vision 'to be the most digital water company in the world' therefore it is our mission to find an ITSM solution that supports this.

NWL wish to procure a 2+2+1-year contract for a new IT service management (ITSM) tool. The tool will be used across both of our water & wastewater businesses. The tool will support NWG employees who are either based at one of our numerous sites, work from home or who are field based.

The key features that we are looking for in a new solution are for it to support us with providing an easy, timely and high-quality customer experience and help us to continue with our journey to drive automation and self-service.

Our current ITSM tool is used by over 400 users to resolve active tickets, supporting over 3,000 NWL employees who have access to raise tickets, and currently provides support for 380 Service & Incident request types. The current ITSM tool provides functionality to support Incident, Problem, Major Incident and Change Management processes.

NWL have an objective to replace the incumbent ITSM solution prior to September 2023 and are therefore planning for an MVP (Minimum Viable Product) initially and then iterative delivery of other elements soon after.  Within our requirements there are also items we would look to introduce at some future stage, subject to business need, and will be looking at expanding into operational technology - to be defined at a later date.