---
title: "Provision of an IT Service Management ITSM"
ocid: "ocds-b5fd17-17dfab11-3ad8-41b1-bf7b-932fabd521bd"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-17dfab11-3ad8-41b1-bf7b-932fabd521bd"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-17dfab11-3ad8-41b1-bf7b-932fabd521bd.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-17dfab11-3ad8-41b1-bf7b-932fabd521bd.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "CABINET OFFICE"
published: "2025-12-10"
---

# Provision of an IT Service Management ITSM

Buyer: CABINET OFFICE  
Current stage: Award  
OCID: ocds-b5fd17-17dfab11-3ad8-41b1-bf7b-932fabd521bd

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-b5fd17-17dfab11-3ad8-41b1-bf7b-932fabd521bd)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-b5fd17-17dfab11-3ad8-41b1-bf7b-932fabd521bd.json)

## Summary

The Cabinet Office has completed the procurement of an IT Service Management solution titled "Provision of an IT Service Management ITSM," classified under the software package and information systems category. The process followed a selective procurement method as a call-off from a framework agreement. The procurement stage has concluded with an award update on 10th December 2025. The contract period starts on 30th November 2024 and will end on 29th November 2026. The project is located in London, with a delivery address postal code of SW1A 2BQ. A total value of £361,089 was awarded to the supplier, Freshworks Inc.

This tender presents substantial growth prospects for businesses specialising in SaaS-based IT solutions, particularly those with advanced capabilities in smart automation and GenAI features. It offers a chance to collaborate with a significant government department and potentially lead to future engagements. While the process involved a selective call-off from an established framework, larger IT firms with substantial resources would be well-suited for such opportunities, given the Cabinet Office's preference for robust and scalable service solutions.

## Notice

SaaS based IT Service Management product software solution. Featuring an intuitive UI, robust ticketing - Incident, Problem, Change and Release Management, powerful self-serve portal with service catalogue & knowledge management, reporting, integration capabilities, smart automation and GenAI capabilities.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/4ef91f24-10e8-4437-82cc-a1d18909046e |
| Notice type | Award Notice |
| Procurement type | Framework |
| Procurement category | Services |
| Procurement method | Selective |
| Procurement method details | Call-off from a framework agreement |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 10 Dec 2025 |
| Submission deadline | 25 Nov 2024 |
| Future notice date | Not specified |
| Award date | 28 Nov 2024 |
| Contract period | 30 Nov 2024 - 30 Nov 2025 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £361,089 |
| Lots value | Not specified |
| Awards value | £361,089 |
| Contracts value | Not specified |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Not specified |
| Awards status | Active |
| Contracts status | Not specified |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | CABINET OFFICE |
| Locality | LONDON |
| Post town | South West London |
| Postcode | SW1A 2AS |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI3 Inner London - West |
| ITL 3 | TLI35 Westminster and City of London |
| Local authority | Westminster |
| Electoral ward | St James's |
| Westminster constituency | Cities of London and Westminster |
| Delivery location | Not specified |

## Supplier

| Field | Value |
| --- | --- |
| Number of suppliers | 1 |
| Supplier names | FRESHWORKS |

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48000000 - Software package and information systems

## Release History

- 10 Dec 2025 at 15:29 - AwardUpdate - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/4ef91f24-10e8-4437-82cc-a1d18909046e
- 9 Dec 2024 at 15:20 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/4ef91f24-10e8-4437-82cc-a1d18909046e

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/4ef91f24-10e8-4437-82cc-a1d18909046e
  10th December 2025 - Awarded contract notice on Contracts Finder
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/c8d613f8-338d-4b87-9ce2-f1185700d8bb
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/8c956fa6-6a70-4721-803c-66b25078e72e
- https://www.contractsfinder.service.gov.uk/Notice/Attachment/2034516f-1534-4dff-8fe3-314592b34c56

## Provenance

This Markdown file is an alternate public rendering of the D3 Tenders contract record. The canonical page is https://d3tenders.com/contract/?ocid=ocds-b5fd17-17dfab11-3ad8-41b1-bf7b-932fabd521bd. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-17dfab11-3ad8-41b1-bf7b-932fabd521bd.json.