This contract is for the provision of a cloud-d IT service management system which supports agile working with a strong focus on customer self-service, guided assistance and instant message-d interactions in addition to the traditional ticketing and workflow system. The Council are seeking to procure a clean, modern and intuitive ITSM platform which can provide enterprise service management features that may, at sole and absolute discretion of the Council, allow their use beyond the traditional ICT arena enabling services such as HR, facilities and contact centres to benefit from the workflow, automation, self-service and customer management features on offer. Acquiring a solution that can potentially be deployed throughout the Council will allow a more joined up approach to service delivery processes with a standardised look and feel across all service access portals.