Key information
Request reference number: MGLA150125-8096
Date of response:
Summary of request
Request:
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. Running costs: Please provide the past 3 years costs (for clarity, these refer to your financial year whatever that may be). 2024; 2023; 2022
1.1 Implementation
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 6)
2. Implementation: if your system was implemented in the last 3 years, please provide the start and finish date or duration of this implementation project
3. Service Management System Vendor: Which vendor provided the service management system software (e.g., ServiceNow, Jira Service Management, Halo, Freshservice, Ivanti, Xurrent/4me, ManageEngine etc.)?
4. Scope: Please provide the business scope of your system, does it include business functions outside of IT (e.g., HR Case Management, Facilities, Finance etc.)?
5. Users: How many agent (fulfillers/users) licences do you have?
Response:
I can confirm the GLA does hold the information requested within the scope of your request.
1. Costs (no breakdown on invoices but should include all licences and support i.e. points 1.1 to 1.3)
2020/21 - £14,165.81 to cover period 04/03/21 to 03/03/23,
2023/24 - £15,854.59 for period 4/3/23 to 03/03/25
1.4 and 1.5 N/A
1.6 Staff costs vary as number of users changing daily – no longer any costs as the service is switched off.
1.7 Answered Number 5
2. Implementation: if your system was implemented in the last 3 years, please provide the start and finish date or duration of this implementation project
Not Applicable, implemented approx. 10 years ago.
3. Service Management System Vendor: Which vendor provided the service management system software (e.g., ServiceNow, Jira Service Management, Halo, Freshservice, Ivanti, Xurrent/4me, ManageEngine etc.)?
True North via a reseller
4. Scope: Please provide the business scope of your system, does it include business functions outside of IT (e.g., HR Case Management, Facilities, Finance etc.)?
It does not include a business function outside of IT. This was only ever used by Technology group.
5. Users: How many agent (fulfillers/users) licences do you have?
40 (30 service Desk and 10 Cloud Services) but it’s all switched off now.
If you have any further questions relating to this matter, please contact me, quoting the reference MGLA150125-8096.