---
title: "ITSM Service Desk Solution 2021"
ocid: "ocds-r6ebe6-0000676931"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000676931"
markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000676931.md"
json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000676931.json"
source: "Public Contracts Scotland"
current_stage: "Award"
buyer: "CROWN OFFICE AND PROCURATOR FISCAL SERVICE"
published: "2021-12-13"
---

# ITSM Service Desk Solution 2021

Buyer: CROWN OFFICE AND PROCURATOR FISCAL SERVICE  
Current stage: Award  
OCID: ocds-r6ebe6-0000676931

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000676931)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000676931.json)

## Summary

The procurement process is led by the Crown Office and Procurator Fiscal Service, which is based in Edinburgh, UK. The tender, titled "ITSM Service Desk Solution 2021," falls under the services industry category and relates to the renewal of a cloud-based IT Service Management Solution. This procurement was announced on 13th December 2021 and has reached the Award stage with a contract value of £185,195. The procurement method utilised was an open procedure, consistent with the Crown Commercial Service G-Cloud 12 framework. The contract was signed on 4th November 2021, indicating a completed procurement cycle.

This tender presents significant opportunities for businesses specialising in IT service management solutions, particularly those offering cloud-based services and chatbot technologies. Companies capable of providing innovative, scalable solutions and those familiar with the G-Cloud framework would be particularly well-suited to pursue similar contracts. Given the ongoing demand for IT services in the public sector, businesses looking to expand their footprint in this field should consider engaging with the Crown Office and Procurator Fiscal Service and other governmental agencies.

## Notice

This is an award notice for a call-off from the Crown Commercial Services G-Cloud 12 Framework. It is to renew the cloud-based, self service IT Service Management Service Desk Solution with Chatbot.

### Lot Information

Lot 1

This is a contract award notice for a call-off from the Crown Commercial Services G-Cloud 12 framework for the renewal of the COPFS cloud-based IT Service Management Service Desk Solution with Chatbot and self-service portal.

Options: The contract includes options to extend for annual renewals and to increase the number of licences if required up to 50% of the original contract value.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Public Contracts Scotland |
| Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=DEC435599 |
| 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 | 13 Dec 2021 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 4 Nov 2021 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £185,195 |

## 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

- 13 Dec 2021 at 00:00 - Award - PCS Notice - Website Contract Award Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=DEC435599

## Documents

- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=DEC435599
  ITSM Service Desk Solution 2021 - This is an award notice for a call-off from the Crown Commercial Services G-Cloud 12 Framework. It is to renew the cloud-based, self service IT Service Management Service Desk Solution with Chatbot.

## Notice URLs

- http://
- http://www.copfs.gov.uk/
- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000676931

## 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-r6ebe6-0000676931. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000676931.json.