---
title: "Freshservice - ITSM Service Desk Software"
ocid: "ocds-b5fd17-addcada1-93d9-44c7-bcf4-8d03269edfb5"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-b5fd17-addcada1-93d9-44c7-bcf4-8d03269edfb5"
markdown_url: "https://d3tenders.com/contract/ocds-b5fd17-addcada1-93d9-44c7-bcf4-8d03269edfb5.md"
json_url: "https://d3tenders.com/contract/ocds-b5fd17-addcada1-93d9-44c7-bcf4-8d03269edfb5.json"
source: "Contracts Finder"
current_stage: "Award"
buyer: "NORFOLK AND NORWICH UNIVERSITY HOSPITALS NHS FOUNDATION TRUST"
published: "2024-08-29"
---

# Freshservice - ITSM Service Desk Software

Buyer: NORFOLK AND NORWICH UNIVERSITY HOSPITALS NHS FOUNDATION TRUST  
Current stage: Award  
OCID: ocds-b5fd17-addcada1-93d9-44c7-bcf4-8d03269edfb5

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## Summary

The Norfolk and Norwich University Hospitals NHS Foundation Trust has awarded a contract for IT Service Desk software to Freshworks Technologies UK Limited. The contract, titled "Freshservice - ITSM Service Desk Software", falls under the category of Software packages and information systems. It includes an extensive IT Service Desk solution with multiple features such as ticketing, self-serve portals, and AI/ML capabilities, delivered across various devices. This contract is valued at £75,648 and is focused within the East of England. The procurement stage is at the award phase, with the contract beginning on 30th July 2024 and ending on 30th July 2025. The award notice was published on 29th August 2024.

This tender presents significant opportunities for businesses specialising in IT service management solutions and software systems integration. Companies with robust expertise in delivering high-quality ITSM services and smart automation technologies could greatly benefit. It is particularly well-suited for mid-sized to large enterprises given the procurement process did not highlight preference for SMEs or VCSEs. This contract can enhance market presence and showcase technological proficiency, potentially leading to more business prospects in public sector IT services.

## Notice

IT Service Desk software solution. Featuring an intuitive UI, robust ticketing - Incident, Problem, Change and Release Management, powerful self-serve portal with service catalogue & knowledge management, enterprise reporting, rich integration capabilities, smart automation and AI/ML capabilities. Freshservice is device agnostic and available via Android/iOS apps.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Contracts Finder |
| Latest notice | https://www.contractsfinder.service.gov.uk/Notice/28ed0553-3cde-4885-948e-a9b7c2dfda0a |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Services |
| Procurement method | Not Specified |
| Procurement method details | Other - |
| Tender suitability | Not specified |
| Awardee scale | Not specified |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 29 Aug 2024 |
| Submission deadline | 29 Jul 2024 |
| Future notice date | Not specified |
| Award date | 1 Aug 2024 |
| Contract period | 29 Jul 2024 - 30 Jul 2025 |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | £75,648 |
| Lots value | Not specified |
| Awards value | £75,648 |
| 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 | NORFOLK AND NORWICH UNIVERSITY HOSPITALS NHS FOUNDATION TRUST |
| Locality | NORWICH |
| Post town | Norwich |
| Postcode | NR4 7UY |
| Country | England |
| ITL 1 | TLH East (England) |
| ITL 2 | TLH5 Norfolk |
| ITL 3 | TLH53 Breckland and South Norfolk |
| Local authority | South Norfolk |
| Electoral ward | Cringleford |
| Westminster constituency | South Norfolk |
| Delivery location | Not specified |

## Supplier

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

## CPV Codes

### Divisions

- 48 - Software package and information systems

### Codes

- 48000000 - Software package and information systems

## Release History

- 29 Aug 2024 at 14:58 - Award - Award Notice - https://www.contractsfinder.service.gov.uk/Notice/28ed0553-3cde-4885-948e-a9b7c2dfda0a

## Documents

- https://www.contractsfinder.service.gov.uk/Notice/28ed0553-3cde-4885-948e-a9b7c2dfda0a
  29th August 2024 - Awarded contract notice on Contracts Finder

## 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-addcada1-93d9-44c7-bcf4-8d03269edfb5. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-b5fd17-addcada1-93d9-44c7-bcf4-8d03269edfb5.json.