Essex County Fire & Rescue Service

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FOI / 3706 / 2018 - IT service management trends

Initial request:

I am currently doing some research into IT Service Management trends in the UK public sector. Could you kindly provide me with the below information about your organisation:

1. What software product(s) are you using to manage your IT Service Management (e.g. Landesk, ServiceNow, Cherwell, Hornbill etc.)?

2. When does the contract with your current service desk provider end?

3. How much does your current ITSM service desk tool cost annually?

4. When will you be looking to review your current service desk tool?

Final response:

Thank you for your request for information under the Freedom of Information Act 2000. Please find our response to your request below.

I am currently doing some research into IT Service Management trends in the UK public sector. Could you kindly provide me with the below information about your organisation:

1. What software product(s) are you using to manage your IT Service Management (e.g. Landesk, ServiceNow, Cherwell, Hornbill etc.)? Cherwell

2. When does the contract with your current service desk provider end? At least another 3 years before review.

3. How much does your current ITSM service desk tool cost annually? £600 per user per year.

4. When will you be looking to review your current service desk tool? As very happy customers of the current solution, and as it is used beyond ICT, at least another 3 years before review.

If you are dissatisfied with the handling of your request you have the right to apply for an internal review. Internal review requests should be submitted within two months of the date of your original email and should be addressed to: Internal Review, Performance & Data Team, Kelvedon Park, Rivenhall, Witham, Essex CM8 3HB

Please ensure that you quote the above reference number in all future communications.

Please note that the response and data released to you as part of this request will be published on the Essex County Fire & Rescue Service website. The website address is http://www.transparency.essex-fire.gov.uk/ All requests will be anonymised and no personal information including contact details will be disclosed as part of this process.

Thank you for your interest in Essex County Fire And Rescue Service.