Running costs of Information Technology service management system

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. What ITSM solution are you using? e.g. ServiceNow, Hornbill, Halo, Freshservice, Ivanti, BMC, Xurrent, etc

2. Running costs: Please provide the past 18months since April 2024 costs against the below line items.

Total:

1.1 Implementation (if applicable)

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 1.6)

1. ServiceNow.

2. The Council has a contract with SERCO as our IT Services Provider who are responsible for procuring and managing this service. 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.