City of London seeks modern ITSM with AI, ESM, and UK hosting.
The City of London Corporation, including the City of London Police, is reviewing its current IT Service Management toolset and seeking information on modern ITSM solutions. Key requirements include UK-hosted data and AI engines, core ITSM processes (incident, request, problem, change, release, knowledge, major incident), Enterprise Service Management capability for non-IT departments, AI-assisted features (ticket summarization, automated categorization, virtual agent, predictive analytics), omnichannel self-service with Microsoft Teams/Outlook integration, workflow automation via APIs/webhooks, and robust reporting with CMDB and asset lifecycle management. This is a market engagement (PME) to understand capabilities, not a formal tender. The buyer serves the City of London Corporation and its police force.