IT Service management (ITSM) platform - Find a freedom of information request

1. What IT Service management (ITSM) platform are you currently using? (e.g. ServiceNow, BMC, Freshworks, 4ME, Hornbill, ManageEngine, etc)

2. Please provide the platform name.

3. When is your current ITSM platform contract due for renewal?

4. Please provide month/year.

5. Who (if there is one) is your current supplier of professional and managed services for your ITSM platform?

6. How many user licences do you have for your ITSM platform?

7. Who is the principal contact for IT Services within your organisation?

i.e. Director of IT or Head of Service Delivery. Please provide Linkedin or available contact details (where appropriate).

1. Please see below. Lincolnshire County Council use FreshService.

2. please see question 1.

3. The contract that Lincolnshire County Council have for FreshService comes to an end as of 15.01.2024.

4. Please see question 3.

5. Serco provide Lincolnshire County Council with Managed IT Support. There is no professional or managed service for FreshService.

6. The Council has 70 licences for FreshService. The Council has a contract with SERCO who are responsible for procuring ServiceNow. Serco do not use ServiceNow exclusively for Lincolnshire County Council. SERCO is a private company and is not covered by the Freedom of Information Act (FOIA). Broadly only organisations considered public authorities are covered by the legislation. This means FOI requests cannot be made to businesses and private companies generally. Therefore, Lincolnshire County Council does not hold this information.

7. David Matthewman CIO.