FOI001223 FOI IT Services

I am writing to request information under the Freedom of Information Act regarding the running costs of your IT service management system (ITSM) at your organisation.

Specifically, I am requesting information on the following:

1.    Running costs: Please provide the past 3 years costs (for clarity, these refer to your financial year whatever that may be). 
    Item    2024    2023    2022    Total
1.1    Implementation                     
1.2    Subscription / Licencing                    
1.3    Support                     
1.4    Professional Services (project work etc)                    
1.5    Managed Services (where applicable)                    
                         
1.6    Approximate Staff costs ass'c with running the platform                    
    And/Or                    
1.7    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?