Market Engagement and Techspike for ITSM tools

It is the Authority’s intention, through this Market Engagement and Tech Spike, to leverage free trials of IT Service Management (ITSM) solutions to understand whether the current market options for a ITSM solution could meet today's operational needs of HM Courts and Tribunals Service (HMCTS) Digital Operations and Service Management function.

Information gathered through this activity may inform requirements and definition for a future competition.

The HMCTS Service Management function (including the Service Desk, field agents and customer support staff) includes 500+ concurrent agents.

Each vendor solution will be used for a max 30-day period as a fully stand-alone sandbox with a sample Line of Business being configured to investigate the following criteria.

• Incident
• Major Incident Management
• Problem Management
• Service Level Management
• Change Management
• Interactions/Agent Workspace
• Knowledge Management
• Self Service Portal
• Service Catalogue
• Request Fulfilment
• Hardware Asset Management (HAM)
• Software Asset Management (SAM)
• Configuration Management (CMDB)
• Event Management / ITOM
• Performance Analytics & Reporting
• Case Management (External users)
• Field Services Management
• Integrations (OOTB & Custom ability)
• Security & Data Management
• Roles & Access Management
• Demand Management
• VIP user handling
• Rota & On-Call Schedules
• Time Tracking/Time keeping
• Continual Improvement Management (CIM)
• Virtual Agent Capability
• Live Chat
• Cognitive & AI Capability inc Chat Bot
• Release Management
• CSAT/Surveys
• Custom App Development (inc workflow) capability
• Enterprise Service Management (ESM) capability

After providing access to the ITSM trial software, HMCTS expects to be self-sufficient in the configuration and use of the solution, but would seek to have twice weekly 1-hour checkpoints for Q&A.

As this will be on a free trial basis, suppliers are asked to identify any restrictions that will apply. At the end of a trial of a solution, it is understood that access will end and all ITSM configuration will be lost.

The Authority is looking to only trial software direct from the software manufacturer. This would not exclude resellers of the software manufacturer’s product from taking part in any future competition.

Interested suppliers can register their interest in the PIN by emailing ccmd-dandtsupplierinbox@justice.gov.uk. We will then invite you to complete a short questionnaire which we request you to return within five working days.

If responses meet the criteria outlined above, you will be invited to provide free trial software. Participating suppliers will be required to sign a Non-Disclosure Agreement.

All expressions of interests (requests for a questionnaire) need to be submitted to the Authority by 25 May 2023.

Any costs or investments which are incurred in relation to this Market Engagement and Tech Spike shall be the supplier’s responsibility and the Authority shall have no liability for any such costs or investments.

Please note that suppliers whose questionnaire responses do not meet the criteria are not excluded from any future competition. Potential providers will not be prejudiced by any response to this PIN, or failure to respond.

This PIN does not formally signify the beginning of a procurement and does not constitute a commitment by the MoJ to undertake any procurement exercise. The MoJ will reserve its rights as to the procurement route used.

In the event that a suitable pre-existing framework is identified during market engagement the MoJ may decide not to issue a contract notice. Should a suitable framework not be identified and the MoJ decides to formally commence the procurement a separate notice will be issued through the Find a Tender service.