Source: https://tendernation.io/opportunities/01a13bce-0ebc-7045-a6e5-194f648889fd/end-user-workspace-and-hosting awarded GB open procedure Suitable for SMEs # End User Workspace and Hosting [Reading Borough Council](https://tendernation.io/buyers/reading-borough-council) Estimated value £11,040,000 Published 11 Sept 2026 Deadline Closed 15 Dec 2025 ## Who can bid - Buyer says suitable for SMEs The buyer ticked “suitable for SMEs” on the notice. Anyone can still bid. - Open procedure Anyone can submit a full tender; there is no shortlisting stage. [More contracts for small businesses and VCSEs](https://tendernation.io/opportunities/for-small-businesses) ## About this tender The End User Workspace & Hosting procurement event was to secure a single supplier to deliver both End User Workspace (EUW) and Hosting services under a single contract. The Services had to be ITIL-aligned and delivered using the Council's own ServiceNow ITSM platform, with contract aims of improving service delivery, reducing complexity, and enhance user experience through integrated support. Key requirements of scope: - Service Desk - Single point of contact for all ICT issues, with a focus on first-contact resolution and self-service enablement. - Incident Management - Rapid restoration of normal service with clear ownership and root cause analysis. - Problem Management - Identification and elimination of root causes to reduce incident recurrence. - Change Enablement - Safe, timely implementation of changes with strong governance, TAB and CAB participation. - Service Request Management - Efficient fulfilment of user requests via a structured service catalogue. - Service Configuration & Asset Management - Accurate tracking of assets and configuration items using ServiceNow CMDB. - Release & Deployment Management - Controlled rollout of new software and updates, including packaging and testing. - Availability & Capacity Management - Ensuring services meet performance and uptime targets, with proactive planning. - Monitoring & Event Management - Real-time monitoring and alerting to detect and respond to issues before they impact users. - Security Management - ISO27001-compliant controls, vulnerability management, and incident response. - Service Continuity Management - Disaster recovery planning and testing to ensure resilience. - Knowledge Management - Centralised, structured knowledge base to support selfservice and efficient resolution. - Supplier & Risk Management - Collaboration across multiple suppliers with shared risk registers and joint governance. - Continual Improvement - Ongoing service enhancements tracked via a formal improvement plan and CMMI assessments. - Project & Portfolio Management - Support for operational, enhancement, and strategic projects with defined governance End User Workspace (EUW): - Service Desk (first-line support, triage, escalation, and resolution). - Deskside Support (field engineering across 66 sites). - Second Line Support (technical escalation, patching, anti-virus and infrastructure support - Device lifecycle management (builds, refresh, repairs). - Microsoft 365 and Windows 11 environment support. - Knowledge management and training provision. ### Service Management Expectations - Operate within a SIAM model with strong collaboration across suppliers. - Use of ServiceNow for all ITSM functions (incident, problem, change, asset, etc.). - Monthly and annual reporting, SLA/KPI tracking, and continual improvement. - Supplier must achieve CMMI Level 3 within 6 months. The contract is over 7 years (including extensions), with published contract value of £13,800,000 (inclusive of VAT) Read full description ## CPV classification IT services: consulting, software development, Internet and support Source Find a Tender (UK) · Notice ocds-h6vhtk-0559a5-2026-09-11T18:00:19+01:00 [View official notice](https://www.find-tender.service.gov.uk/Notice/ocds-h6vhtk-0559a5-2026-09-11T18:00:19+01:00) Never miss a tender like this again Get AI summaries, deadline alerts and a bid pipeline for tenders matched to your business. Free to start. 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