Who won: Information Technology Service Management (ITSM) Tool

About this contract

HEIW require a Commercial Off-The-Shelf (COTS), SaaS-based ITSM solution to replace its existing internally developed Service-Point system. The solution will provide Information Technology Infrastructure Library (ITIL) aligned service management capabilities, Artificial Intelligence (AI) enabled functionality, self-service access, reporting dashboards, integration with NHS Wales systems, and associated implementation, training and support services.

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• ✓Answer against the marking scheme, not the question text — Health Education and Improvement Wales (HEIW) scores each response, so map your evidence to the published criteria and weightings.
• ✓Lead with evidenced capability and social value — for services work these usually outweigh price.
• ✓Show recent, comparable delivery: name similar services contracts you've delivered for public bodies, with measurable outcomes.
• ✓This one's been awarded — but Health Education and Improvement Wales (HEIW) retenders on a cycle. Get matched the day the next one lands and start your draft early.

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