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ITSM Service Desk Solution

Crown Office and Procurator Fiscal Service

This public procurement record has 1 release in its history.

Award

10 Sep 2026 at 01:00

PCS Notice - Website Contract Award Notice
Summary of the contracting process

The Crown Office and Procurator Fiscal Service (COPFS), based in Edinburgh, procured a cloud-based IT service management (ITSM) service desk solution for use in Scotland. The requirement covers Freshservice software, including enterprise IT asset management (ITAM), software licensing, support and maintenance. The service is intended to manage incidents, service requests, IT assets, configuration management and related service management processes. This is a public-sector IT services requirement, classified under CPV 72253000 for help-desk and support services. The buyer is a national government agency responsible for prosecution and related public services, so the requirement concerns an operational service desk and associated technology management capability rather than a one-off software supply.

The procurement has been awarded and the tender is complete. It used an open procedure through the Government Commercial Agency G-Cloud 14 Framework, with a desk-based evaluation against COPFS requirements. The single lot was awarded to Freshworks Inc after one bid was received. The contract is active and was signed on 9 September 2026 for £228,960. The requirement includes an option to extend for a further 12 months. The award covered software licensing, implementation-related service provision, support and maintenance for the ITSM and ITAM solution. The procurement was covered by the Government Procurement Agreement, and the contract was awarded through the framework route rather than a standalone open-market competition.

This award demonstrates demand from COPFS for an integrated cloud ITSM platform combining service desk operations with enterprise asset and configuration management. Suppliers competing for a future requirement of this type would need a mature service-management product, reliable cloud delivery, licensing expertise and the capacity to provide continuing support and maintenance to a government customer. Capability should include incident and service-request handling, asset records, configuration management and associated workflow processes. The winning supplier was Freshworks Inc, a large technology provider, and the procurement attracted one bid, indicating that credibility on the selected framework and a proven ability to meet the buyer’s defined requirements are important. Suppliers should also be able to present concise evidence for desk-based evaluation.

How relevant is this notice?

Notice Information

Notice Title

ITSM Service Desk Solution

Notice Description

Provision of the Freshservice cloud based IT Service Management (ITSM) Service Desk Solution, including Enterprise IT Asset Management (ITAM) functionality, software licensing, support and maintenance services.

Lot Information

Lot 1

Provision of a cloud-based IT Service Management (ITSM) Service Desk Solution, including Enterprise IT Asset Management (ITAM) functionality. The contract includes software licensing, support and maintenance services, enabling the management of incidents, service requests, IT assets, configuration management and associated service management processes. The contract was awarded via the Government Commercial Agency (GCA) G-Cloud 14 Framework following a desk-based evaluation against COPFS requirements.

Options: Option to extend for a further 12 months.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-r6ebe6-0000842693
Publication Source
Public Contracts Scotland
Latest Notice
https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=SEP564253
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
PCS Notice - Website Contract Award Notice
Procurement Type
Standard
Procurement Category
Services
Procurement Method
Open
Procurement Method Details
Open procedure
Tender Suitability
Not specified
Awardee Scale
Large

Common Procurement Vocabulary (CPV)

CPV Divisions

72 - IT services: consulting, software development, Internet and support

CPV Codes

72253000 - Helpdesk and support services

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£228,960 £100K-£500K

Notice Dates

Publication Date
10 Sep 20266 days ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Complete
Awards Status
Not Specified
Contracts Status
Active

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
Crown Office and Procurator Fiscal Service
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
EDINBURGH
Postcode
EH1 1LA
Postcode Area
Edinburgh
Country
Scotland
Major Region (ITL 1)
TLM Scotland
Basic Region (ITL 2)
TLM1 East Central Scotland
Small Region (ITL 3)
TLM13 City of Edinburgh
Delivery Location
TLM Scotland
Local Authority
City of Edinburgh
Electoral Ward
City Centre
Westminster Constituency
Edinburgh East and Musselburgh

Supplier Information

Number of Suppliers
1
Supplier Name

Freshworks Inc.

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts.

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