---
title: "ITSM Service Desk Solution"
ocid: "ocds-r6ebe6-0000842693"
canonical_url: "https://d3tenders.com/contract/?ocid=ocds-r6ebe6-0000842693"
markdown_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000842693.md"
json_url: "https://d3tenders.com/contract/ocds-r6ebe6-0000842693.json"
source: "Public Contracts Scotland"
current_stage: "Award"
buyer: "Crown Office and Procurator Fiscal Service"
published: "2026-09-10"
---

# ITSM Service Desk Solution

Buyer: Crown Office and Procurator Fiscal Service  
Current stage: Award  
OCID: ocds-r6ebe6-0000842693

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## Summary

The Crown Office and Procurator Fiscal Service (COPFS), based in Edinburgh, procured a cloud-based IT service management (ITSM) service desk solution for use in Scotland. The requirement covers Freshservice software, including enterprise IT asset management (ITAM), software licensing, support and maintenance. The service is intended to manage incidents, service requests, IT assets, configuration management and related service management processes. This is a public-sector IT services requirement, classified under CPV 72253000 for help-desk and support services. The buyer is a national government agency responsible for prosecution and related public services, so the requirement concerns an operational service desk and associated technology management capability rather than a one-off software supply.

The procurement has been awarded and the tender is complete. It used an open procedure through the Government Commercial Agency G-Cloud 14 Framework, with a desk-based evaluation against COPFS requirements. The single lot was awarded to Freshworks Inc after one bid was received. The contract is active and was signed on 9 September 2026 for £228,960. The requirement includes an option to extend for a further 12 months. The award covered software licensing, implementation-related service provision, support and maintenance for the ITSM and ITAM solution. The procurement was covered by the Government Procurement Agreement, and the contract was awarded through the framework route rather than a standalone open-market competition.

This award demonstrates demand from COPFS for an integrated cloud ITSM platform combining service desk operations with enterprise asset and configuration management. Suppliers competing for a future requirement of this type would need a mature service-management product, reliable cloud delivery, licensing expertise and the capacity to provide continuing support and maintenance to a government customer. Capability should include incident and service-request handling, asset records, configuration management and associated workflow processes. The winning supplier was Freshworks Inc, a large technology provider, and the procurement attracted one bid, indicating that credibility on the selected framework and a proven ability to meet the buyer’s defined requirements are important. Suppliers should also be able to present concise evidence for desk-based evaluation.

## Notice

Provision of the Freshservice cloud based IT Service Management (ITSM) Service Desk Solution, including Enterprise IT Asset Management (ITAM) functionality, software licensing, support and maintenance services.

### Lot Information

Lot 1

Provision of a cloud-based IT Service Management (ITSM) Service Desk Solution, including Enterprise IT Asset Management (ITAM) functionality. The contract includes software licensing, support and maintenance services, enabling the management of incidents, service requests, IT assets, configuration management and associated service management processes. The contract was awarded via the Government Commercial Agency (GCA) G-Cloud 14 Framework following a desk-based evaluation against COPFS requirements.

Options: Option to extend for a further 12 months.

## Key Details

| Field | Value |
| --- | --- |
| Publication source | Public Contracts Scotland |
| Latest notice | https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=SEP564253 |
| 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 | 10 Sep 2026 |
| Submission deadline | Not specified |
| Future notice date | Not specified |
| Award date | Not specified |
| Contract period | Not specified |
| Recurrence | Not specified |

## Values

| Field | Value |
| --- | --- |
| Tender value | Not specified |
| Lots value | Not specified |
| Awards value | Not specified |
| Contracts value | £228,960 |

## 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 |
| Postcode area | 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 Inc. |

## CPV Codes

### Divisions

- 72 - IT services: consulting, software development, Internet and support

### Codes

- 72253000 - Helpdesk and support services

## Release History

- 10 Sep 2026 at 01:00 - Award - PCS Notice - Website Contract Award Notice - https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=SEP564253

## Documents

- https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=SEP564253
  ITSM Service Desk Solution - Provision of the Freshservice cloud based IT Service Management (ITSM) Service Desk Solution, including Enterprise IT Asset Management (ITAM) functionality, software licensing, support and maintenance services.

## Notice URLs

- http://
- http://www.copfs.gov.uk/
- https://api.publiccontractsscotland.gov.uk/v1/Notice?id=ocds-r6ebe6-0000842693

## 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-r6ebe6-0000842693. The underlying structured data is available as OCDS JSON at https://d3tenders.com/contract/ocds-r6ebe6-0000842693.json.