---
title: "ITSM Service Desk Solution 2023"
ocid: "ocds-r6ebe6-0000746024"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000746024"
markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000746024.md"
json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000746024.json"
source: "Public Contracts Scotland"
current_stage: "Award"
buyer: "CROWN OFFICE AND PROCURATOR FISCAL SERVICE"
published: "2023-09-28"
---

# ITSM Service Desk Solution 2023

Buyer: CROWN OFFICE AND PROCURATOR FISCAL SERVICE  
Current stage: Award  
OCID: ocds-r6ebe6-0000746024

[View canonical contract page](https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000746024)  
[Download OCDS JSON](https://d3tenders.com/contract/ocds-r6ebe6-0000746024.json)

## Summary

The Crown Office and Procurator Fiscal Service has completed the procurement process for the ITSM Service Desk Solution 2023. The tender was awarded to Freshworks Inc with a contract value of £150,120. The procurement took place under the open procedure method within the services category. The award notice was a call-off from the Crown Commercial Services G-Cloud 13 Framework. The contract is currently active, signed on September 27, 2023. The procurement stage is at the award phase, and the location is in Edinburgh, UKM.

This procurement presents an opportunity for businesses to provide IT service management solutions to public sector organisations. Companies with experience in cloud-based IT service management and self-service solutions would be well-suited to compete in this tender. The renewal of the IT Service Management Desk Solution includes options for extension, offering potential for ongoing business relationships. Interested businesses can access further details regarding the tender on the Crown Commercial Services' website.

## Notice

This is an award notice for a call-off from the Crown Commercial Services G-Cloud 13 Framework. It is to renew the cloud-based, self service IT Service Management Service Desk Solution.

### Lot Information

Lot 1

This is a contract award notice for a call-off from the Crown Commercial Services G-Cloud 13 Framework for the renewal of the COPFS cloud-based IT Service Management Desk Solution with Chatbot and self service portal.

Options: The contract includes an option to extend for a further 12 months if required.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Public Contracts Scotland |
| Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=SEP489293 |
| 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 | 28 Sep 2023 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | 27 Sep 2023 |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £150,120 |

## 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

- 28 Sep 2023 at 00:00 - Award - PCS Notice - Website Contract Award Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=SEP489293

## Documents

- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=SEP489293
  ITSM Service Desk Solution 2023 - This is an award notice for a call-off from the Crown Commercial Services G-Cloud 13 Framework. It is to renew the cloud-based, self service IT Service Management Service Desk Solution.

## Notice URLs

- http://
- http://www.copfs.gov.uk/
- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000746024

## 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-r6ebe6-0000746024. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000746024.json.