IT Service Management - Find a freedom of information request

1. Is your current IT Service Management function and associated software application based in house or Outsourced to a 3rd Party?

2. Please provide the full name and version of the ITSM software application in use?

3. What is the lifetime value of the contract and over how many years?

4. As part of the existing contract how many support operatives (agents) are licenced/subscribed to use the solution? (These are individuals who work on the desk in resolver groups, not customers using a Self-Service function).

5. When is the contract due for renewal?

6. How was the current solution procured – directly with the Vendor, through a Framework or via G Cloud?

7. What are your published procurement thresholds for tendering purposes?

8. What is the Authority’s strategy in regard to Cloud solutions as opposed to In House installations?

9. Has the organisation ever procured through the G Cloud Framework?

1. Outsourced to Serco

2. Service Now, Version “London”

3. Part of the wider contract and the individual costs cannot be determined.

4. Circa 50-60 users.

5. In line with core contract renewal date of Apr 2022

6. Service provided as part of the core Serco IT contract

7. These are available on our website Procurement Lincolnshire – procurement advice for suppliers

8. The Council has a Hybrid, Cloud Preferred Strategy

9. Yes