# ITEP0640 - ServiceNow Managed Support & Development Services

> A sourced UK public sector contract award published by National Highways.

## Key facts

- Buyer: [National Highways](/buyers/national-highways/contract-awards)
- Supplier: [UP3 Services Limited](/suppliers/up3-services/public-sector-contract-awards)
- Award value: £2,929,242
- Tender value: £2,929,242
- Award date: 11 December 2023
- Published: 29 January 2024
- Contract start: 13 December 2023
- Contract end: 31 March 2025
- Stage: awarded
- Procurement category: services
- Notice ID: 77dc8a20-e04f-4c3e-92b7-91ba15470221-718027
- OCID: ocds-b5fd17-ace7bdaf-dadf-4418-ba2c-19218273680a

## Description

ITEP0640 - ServiceNow Managed Support & Development Services The contract has been awarded until 31/03/25\. The Services to be provided by the Supplier includes the following: ServiceNow Managed Support and Development Services\. Managed Support Service: 2nd and 3rd line support team to manage: -Core platform support - to resolve incidents and fulfil requests\. -Platform governance - best practice guidance\. -Demand management - idea and demand review, backlog management\. -Minor enhancements - to in-scope applications and processes\. -Platform management - platform performance, scheduling of patch and platform upgrades, testing, minor platform enhancements\. -Platform optimisation - license optimisation, adoption of new functionality, best practice process guidance\. -Service reporting - service status dashboard and weekly reporting, service reviews\. Managed Development Service: Programme Manager, Engagement Manager and Technical team to deliver: -Support and enhancement of the ServiceNow platform\. -Proactively manage business and IT demand for service automation\. -Extend / enhance functionality of existing applications\. -Develop new applications\. -Perform end-to-end testing of these applications\. -Transition the applications into the production environment\.

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## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/77dc8a20-e04f-4c3e-92b7-91ba15470221-718027)