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The National Audit Office (NAO) is the UK's independent public spending watchdog. It supports Parliament in holding government to account and helps improve public services through high quality audit and assurance work. The NAO sought to appoint an experienced supplier to provide an enterprise-grade IT Service Management (ITSM) solution and associated support services for internal users across the organisation. The requirement included the provision, implementation, configuration, and ongoing support of an ITSM platform capable of supporting core ITSM processes, including incident management, service requests, change management, asset and configuration management, workflow automation, reporting, and governance. The solution is required to be scalable, configurable, and proportionate to the NAO's operational needs, and capable of supporting multiple internal functional areas. The procurement sought a supplier capable of delivering a controlled transition from the incumbent system, including secure data migration, integration with the NAO's Microsoft-based digital estate, and service readiness activities, with minimal disruption to business operations. The solution is required to prov
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