---
title: "ITSM Helpdesk Software (Freshservice)"
ocid: "ocds-h6vhtk-04b72b"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04b72b"
markdown_url: "https://d3tenders.com/contract/ocds-h6vhtk-04b72b.md"
json_url: "https://d3tenders.com/contract/ocds-h6vhtk-04b72b.json"
source: "Find A Tender Service"
current_stage: "Award"
buyer: "NHS NORTH EAST LONDON INTEGRATED CARE BOARD"
published: "2024-11-18"
---

# ITSM Helpdesk Software (Freshservice)

Buyer: NHS NORTH EAST LONDON INTEGRATED CARE BOARD  
Current stage: Award  
OCID: ocds-h6vhtk-04b72b

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-h6vhtk-04b72b)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-h6vhtk-04b72b.json)

## Summary

The NHS North East London Integrated Care Board has completed the procurement process for ITSM Helpdesk Software (Freshservice), classifying it under Software package and information systems (CPV: 48000000). This procurement involves purchasing licenses for IT Helpdesk software through the G-Cloud 13 Framework (Lot 2, Cloud Software). The procurement method used was limited, specifically an award procedure without prior publication of a call for competition. The contract, valued at £47,736, was signed on 7th November 2024 and will initially cover two years with an option for an additional one-year extension. The supplier awarded the contract is Freshworks Inc, based in San Mateo, California, USA.

This tender presents opportunities for businesses specialising in software and IT service management tools, particularly those experienced with the G-Cloud Framework. Companies that can provide robust helpdesk solutions and accommodate public sector requirements are well-suited to compete in similar procurements. The procurement process followed by the NHS North East London Integrated Care Board ensures that selected suppliers meet high standards, thereby facilitating significant business growth for vendors capable of fulfilling such contracts.

## Notice

The purchase of Freshservice Helpdesk software through the G-Cloud 13 Framework (Lot 2, Cloud Software).

### Lot Information

Lot 1

The procurement is for licenses for IT Helpdesk software through the G-Cloud 13 framework.

### Procurement Information

NHS North East London Integrated Care Board have conducted a call-off process from the CCS G-Cloud 13 Framework (RM1557.13). The process has been undertaken in accordance with the G-Cloud 13 buyers guide to identify the most suitable provider to deliver requirements. This process identified Freshworks as most suitable provider as they were able to meet complete needs of requirement. The contract is for two years initially (at a value of PS47,736) with the option for an additional years extension.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Find A Tender Service |
| Latest notice | https://www.find-tender.service.gov.uk/Notice/037131-2024 |
| Notice type | Award Notice |
| Procurement type | Standard |
| Procurement category | Goods |
| Procurement method | Limited |
| Procurement method details | Award procedure without prior publication of a call for competition |
| Tender suitability | Not specified |
| Awardee scale | Large |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 18 Nov 2024 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 7 Nov 2024 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £47,736 |

## Status

| Field | Value |
| --- | --- |
| Tender status | Complete |
| Lots status | Cancelled |
| Awards status | Active |
| Contracts status | Active |

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | NHS NORTH EAST LONDON INTEGRATED CARE BOARD |
| Locality | LONDON |
| Post town | East London |
| Postcode | E15 1DA |
| Country | England |
| ITL 1 | TLI London |
| ITL 2 | TLI4 Inner London - East |
| ITL 3 | TLI41 Hackney and Newham |
| Local authority | Newham |
| Electoral ward | Stratford |
| Westminster constituency | Stratford and Bow |
| Delivery location | TLI5 Outer London - East and North East |

## 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

- 18 Nov 2024 at 09:54 - Award - Award Notice - https://www.find-tender.service.gov.uk/Notice/037131-2024

## Notice URLs

- https://northeastlondon.icb.nhs.uk/

## 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-h6vhtk-04b72b. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-h6vhtk-04b72b.json.