FOI 2019-143 – IT Service Management

Date Answered: 1 November 2019

This request asked:

1. What software product(s) are you using to manage your IT Service Management (e.g. ServiceNow, Cherwell, Hornbill etc.)?
2. Who is your current vendor?
3. When does the contract with your current service desk provider end?
4. How much does your current ITSM service desk tool cost annually?
5. When will you be looking to review your current service desk tool?
6. What software product(s) are you using to manage your desktops ITAM e.g. SCCM, Manage engine etc.)?
7. Who is your current vendor?
8. When does the contract with your current desktop provider end?
9. How much does your current ITAM desktop tool cost annually?
10. When will you be looking to review your current desktop tool?

Our response:

1. Service Now
2. Capita
3. June 2020
4. £60,000
5. The Serious Fraud Office (SFO) are currently completing this process.
6. SCCM
7. Insight
8. The SFO’s contract for our desktop provider is renewed on a rolling basis.
9. The SFO’s ITAM desktop tool is a part of an overarching Microsoft subscription, therefore it is not possible to extract the individual price for this element.
10.  
11. There is currently no plans to review our current desktop tool.