# Acas ITSM Tool

> Contract award record from UK public-sector procurement sources.

## Key facts

- Public buyer: [ADVISORY, CONCILIATION AND ARBITRATION SERVICE](/buyers/advisory-conciliation-and-arbitration-service/contract-awards)
- Contract winner: [Freshworks Inc\.](/contract-winners/freshworks/public-sector-contract-awards)
- Award value: £52,962
- Tender value: £52,962
- Award date: 4 November 2020
- Published: 4 February 2021
- Contract start: 14 December 2020
- Contract end: 13 November 2024
- Stage: awarded
- Procurement category: services
- Notice ID: 873d61af-a7aa-44c0-83f1-6ee0f5cb3f91-410679
- OCID: ocds-b5fd17-40fe74d1-11dc-49ce-b06b-4232fc92bd9c

## Description

The current Acas IT Service Management tool \(ITSM\) contract is due to expire in February 2021\. ACAS has sought to procure a new tool to replace this\. Our aim has been to procure an ITSM tool to improve customer service and user request management, The current Acas ITSM is on-premise\. In line with the Governments Cloud First policy, this has been an opportunity to select a new modern cloud-based solution \(SaaS\) to support ACAS's current and future needs, with minimal internal platform management overhead\.

## Related contract awards

- [Software Tester](/contracts/ocds-b5fd17-b87b9583-ac57-46d1-b8e9-f42a06b14333): ADVISORY, CONCILIATION AND ARBITRATION SERVICE
- [Moodle Consultancy, Maintenance and Development Services](/contracts/ocds-b5fd17-226c5a50-b1c0-460c-a02d-a383374fe9f6): ADVISORY, CONCILIATION AND ARBITRATION SERVICE
- [Secondary Backup Solution](/contracts/ocds-b5fd17-36c828b0-3191-4129-a864-8dfe346b1db3): ADVISORY, CONCILIATION AND ARBITRATION SERVICE
- [Device 42](/contracts/ocds-b5fd17-d5e6dcb5-163e-49c3-9263-e640090cbe6c): Surrey and Borders Partnership NHS Foundation Trust
- [DHSC: GO: Freshdesks Email Ticketing Platform 2026 -2027](/contracts/ocds-b5fd17-65ac7aec-3e5b-4f91-991c-30f853a74e91): Department of Health and Social Care
- [PAHT - ITSM Software Project](/contracts/ocds-b5fd17-82d6d4a4-f0bb-42a2-aba7-1556b82a43f0): The Princess Alexandra Hospital NHS Trust

## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/873d61af-a7aa-44c0-83f1-6ee0f5cb3f91-410679)