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Response 3620846

Response to request for information

Reference

3620846

Response date

20 January 2025

Request

  1. Running Costs (Past 3 Financial Years) for ITSM.
    1. Implementation
    2. Subscription/Licensing
    3. Support
    4. Professional Services (project work etc)
    5. Managed Services (where applicable)
    6. Approximate Staff costs ass'c with running the platform
    7. Number of FTE associated to platform operations (if unable to provide answer to 6)
  2. Implementation: if your system was implemented in the last 3 years, please provide the start and finish date or duration of this implementation project
  3. Service Management System Vendor: Which vendor provided the service management system software (e.g., ServiceNow, Jira Service Management, Halo, Freshservice, Ivanti, Xurrent/4me, ManageEngine etc.)?
  4. Scope: Please provide the business scope of your system, does it include business functions outside of IT (e.g., HR Case Management, Facilities, Finance etc.)?
  5. Users: How many agent (fulfillers/users) licences do you have?

Response

  1. Running Costs (Past 3 Financial Years) for ITSM.
    1. Implementation
    2. Subscription/Licensing
    3. Support
    4. Professional Services (project work etc)
    5. Managed Services (where applicable)
    6. Approximate Staff costs ass'c with running the platform
    7. Number of FTE associated to platform operations (if unable to provide answer to 6)

      We do not hold recordable data specifically detailing the running costs for the service management system in the format requested. Costs associated with IT services, including this system, form part of wider departmental budgets and are not itemized at the level requested. Therefore, we are unable to provide a specific financial breakdown for implementation, licensing, support, or associated staff costs.

  2. Implementation: if your system was implemented in the last 3 years, please provide the start and finish date or duration of this implementation project

    The implementation of our service management system is part of an ongoing managed service agreement. As such, there was no distinct implementation start and end date within the last three years. The service is continuously developed and maintained as part of this agreement

  3. Service Management System Vendor: Which vendor provided the service management system software (e.g., ServiceNow, Jira Service Management, Halo, Freshservice, Ivanti, Xurrent/4me, ManageEngine etc.)?

    Our service management system is provided by our Managed Service Provider (MSP). The system was previously Freshdesk but has since transitioned to Halo. However, as part of our MSP agreement, this is subject to change in the future.

  4. Scope: Please provide the business scope of your system, does it include business functions outside of IT (e.g., HR Case Management, Facilities, Finance etc.)?

    The management and operation of our service management system are handled by our Managed Service Provider (MSP). The system is primarily used for IT service management, and any additional business functions included are determined as part of our MSP agreement

  5. Users: How many agent (fulfillers/users) licences do you have?

    We do not hold recordable data on the number of agent licences for our service management system. This information is managed by our Managed Service Provider (MSP) as part of our contract agreement.

FOI Responses ICT