City of London seeks ITSM solution 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 seeks 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 (ESM) for non-IT departments, AI-assisted features (ticket summarization, categorization, routing, virtual agent, knowledge recommendations, predictive analytics), omnichannel self-service (portal, mobile, Microsoft Teams/Outlook integration), workflow automation (APIs, webhooks, M365 integration), and operational reporting with CMDB and asset lifecycle management. This is a market engagement exercise, not a tender, to understand available capabilities.