---
title: "COPFS-2020-009 ITSM Service Desk"
ocid: "ocds-r6ebe6-0000629392"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000629392"
markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000629392.md"
json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000629392.json"
source: "Public Contracts Scotland"
current_stage: "Award"
buyer: "CROWN OFFICE AND PROCURATOR FISCAL SERVICE"
published: "2020-09-04"
---

# COPFS-2020-009 ITSM Service Desk

Buyer: CROWN OFFICE AND PROCURATOR FISCAL SERVICE  
Current stage: Award  
OCID: ocds-r6ebe6-0000629392

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000629392)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000629392.json)

## Summary

The procurement process for the provision of a cloud-based IT Service Management Service Desk, titled "COPFS-2020-009 ITSM Service Desk," is led by the Crown Office and Procurator Fiscal Service. Located in Edinburgh, with additional service delivery in Glasgow, this contract falls under the services category and was awarded under the open procurement method. The contract was signed on 1st September 2020, with a total value of £199,000. The process is now complete, having received one bid for this contract, which originates from the Crown Commercial Services G-Cloud 11 framework.

This tender presents an opportunity for IT service providers, particularly those specialising in cloud-based solutions and IT service management, to expand their market presence. Businesses with capabilities in developing and implementing IT Service Management platforms, including chatbots and self-service portals, will find this contract particularly relevant. The competitive landscape is conducive for larger firms looking to leverage existing frameworks for government contracts, although no bids from SMEs were reported for this opportunity.

## Notice

Provision of a cloud-based IT Service Management Service Desk with Chatbot and self-service portal.

### Lot Information

Lot 1

This is a contract award notice for a call-off from the Crown Commercial Services G-Cloud 11 framework for the provision of a cloud-based IT Service Management Service Desk with Chatbot and self-service portal.. This is a contract award notice for a call-off from the Crown Commercial Services G-Cloud 11 framework for the provision of a cloud-based IT Service Management Service Desk with Chatbot and self-service portal.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Public Contracts Scotland |
| Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=SEP393834 |
| 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 |
| All stages | Award |

## Dates

| Field | Value |
| --- | --- |
| Publication date | 4 Sep 2020 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 1 Sep 2020 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £199,000 |

## Status

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

## Buyer

| Field | Value |
| --- | --- |
| Main buyer | CROWN OFFICE AND PROCURATOR FISCAL SERVICE |
| Locality | EDINBURGH |
| Post town | Edinburgh |
| Postcode | EH1 1LA |
| Country | Scotland |
| ITL 1 | TLM Scotland |
| ITL 2 | TLM1 East Central Scotland |
| ITL 3 | TLM13 City of Edinburgh |
| Local authority | City of Edinburgh |
| Electoral ward | City Centre |
| Westminster constituency | Edinburgh East and Musselburgh |
| Delivery location | TLM Scotland |

## Supplier

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

## CPV Codes

### Divisions

- 48 - Software package and information systems
- 72 - IT services: consulting, software development, Internet and support

### Codes

- 48000000 - Software package and information systems
- 72222300 - Information technology services

## Release History

- 4 Sep 2020 at 00:00 - Award - PCS Notice - Website Contract Award Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=SEP393834

## Documents

- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=SEP393834
  COPFS-2020-009 ITSM Service Desk - Provision of a cloud-based IT Service Management Service Desk with Chatbot and self-service portal.

## Notice URLs

- http://
- http://www.copfs.gov.uk/
- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000629392

## 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-r6ebe6-0000629392. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000629392.json.