Content

To renew the Freshworks ITSM ( IT Service
Management) system for a period of 3 years using the G cloud 13
Framework. Price comparison was undertaken on the framework by the
procurement team and Freshworks Inc. was the most competitive.
Freshworks will supply Adur District and Worthing Borough Council
with the Fresh Service ITSM system which manages incident, service,
change, contract and asset management. The value of the contract is
£50,222.00 over the 3 years term of the contract (at
£16,740 per year)

Reasons for the decision

Contract Background: Our
current contract with Freshworks is due
to expire.
 
Necessity of renewal: The
renewal of the system is critical as it manages the key IT
operations for the Councils, enabling the Digital team to
effectively support the Councils systems, assets, digital contracts
and staff.
 
Impact of Non-Renewal: Without
the renewal, our organisation would face significant disruption,
losing access to all these features and tools. This loss would
adversely affect all of our operations.
 
Strategic Importance: The
continued use of an ITSM is vital for maintaining the seamless
operation of our organisational Digital processes and ensuring
consistent support of all systems and departments.
 
 

Alternative options considered

A comparison exercise was carried out by our
procurement team on the G cloud 13 framework comparing multiple
ITSM suppliers, Freshworks offered
competitive pricing and a wide range of features that are
customisable by our IT operations team.