Purpose

This paper seeks approval of a compliant
direct award via the CCS digital marketplace (G Cloud 13 Framework
RM1557.13) of a 3 year contract with an option to extend for a
period of 1 year to Freshworks Technologies UK Limited
(09338697) for the service of an IT Service Management (ITSM)
platform and associated services. The platform will be used to
streamline and improve the delivery of IT services to WCC.

Decision

Summary of
Decision
 
The Executive Director of Finance and
Resources has approved:

·      
Award of a direct call-off contract to the value of £357,200
across three years from the G Cloud13 framework Lot 3 for the
provision of an IT Service Management (ITSM) platform and
associated services.
 
 
Reasons for
Decision
 
The procurement of a new service desk platform
will ensure continuity of service for officers in relation to the
reporting of incidents and the request of services from the service
desk (Agilisys) and adjacent resolver groups.
It will ensure the Council is able to develop
and improve its IT asset management, taking advantage of the latest
developments in this area.