Published date: 16 July 2021

Awarded contract - This means that the contract has been awarded to a supplier.

Closing: 6 May 2021, 12am

Contract summary


  • Information systems or technology strategic review and planning services - 72222000

  • Information technology requirements review services - 72223000

Location of contract


Value of contract


Procurement reference

CPG / 6446 / 2021

Published date

16 July 2021

Closing date

6 May 2021

Closing time


Contract start date

14 July 2021

Contract end date

1 January 2023

Contract type

Service contract

Procedure type

Call-off from a framework agreement

A mini-competition or direct purchase from a pre-established framework agreement.

Contract is suitable for SMEs?


Contract is suitable for VCSEs?



This contract is being tendered via CCS's Digital Outcomes and Specialists framework agreement (DOS), RM1043.7.

Summary of the Work

Define the Operating Model, Organisation Design and toolset strategy for the Service organisation. Document the rationale for make or buy recommendations. Create the Outline Business Case, ensuring approval. Then develop the Full Business Case enabling the programme to implement, ensuring successful transition to the new model.

Why the work is being done / Key drivers:-

1. The recent formation of the FCDO and the need to integrate service management processes, functions and teams.
2. The organisation's need to merge and build internal service management and integration capabilities.
3. Must have a single ITSM Tooling strategy, that delivers maximum autonomy and responsiveness to the user, delivers coherent Management Information, and reduces overall cost of delivery.
4. The impending expiry of an existing outsourced Service Management & Integration contract (ex-FCO), which incorporates the following:
• Service Desk - single point of contact for end users and suppliers; and
• Live Services - overall service management of the wider ICT supply chain.
5. Modernises the Operating Model in readiness to accept in to service modern technology services, and to reduce the risks of supplier 'lock-in'.
6. To build in house capability where appropriate and buy outsourced services where not.
7. Modernise the service organisation to meet the demands of the post-covid world.

Problem to be solved:-

The FCDO needs to define, document and implement the target operating model, organisation design and service model for IT Service Management while managing the integration of ex-DfID and ex-FCO service management capabilities. This work will transform, re-compete and transition from the existing SIAM model to the future state.

The Future Service Management Programme is structured in three phases:

1 - Outline Business Case Development and Approval - oversight of any quick wins ie potential early toolset changes.
2 - Procurement, Early Set Up / Implementation and development and approval of Full Business Case
3 - Implementation.

Under Phase 1, the FCDO needs to produce an OBC, supported by the necessary analysis and design collateral. This will include consulting, analysing and documenting the target operating model, organisation design, ITSM Tooling (and business processes) as well as the sourcing model for IT Service Management while managing the integration of ex-DfID and ex-FCO service management capabilities and the exit and transition of the SMI and its functions.

This is expected to include the development and deployment of new ITIL policy and process documentation (including RACI, operational governance and KPIs) and the identification of ITSM toolset changes required to provide orchestration.

More information

Previous notice about this procurement

Delivery Partner for the FCDO's Future Service Management (FSM) Programme

  • Opportunity
  • Published 26 April 2021, last edited 16 July 2021

Award information

Awarded date

14 July 2021

Contract start date

14 July 2021

Contract end date

1 January 2023

Total value of contract


This contract was awarded to 1 supplier.



1 New Street Square


Companies House number: OC303675

Value of contract


Supplier is SME?


Supplier is VCSE?


About the buyer


King Charles Street