FOI request (FOIR-696042496)

IT Service Management Contracts

Requested Fri 14 March 2025
Responded Mon 31 March 2025

I am writing to request information under the Freedom of Information Act 2000 regarding the council's IT Service Management (ITSM) contracts and related services. I would appreciate if you could provide the following details:

1. Current IT Service Management (ITSM) Provider(s)

a. Name of the supplier(s) providing ITSM software and/or services.

2. Contract Details

a. Contract start date.

b. Contract end date.

c. Details of any contract extensions (if applicable).

d. Total annual cost of the contract(s).

3. ITSM Tools and Software in Use

a. Name of the ITSM tool(s) used by the council (for example, ServiceNow, Jira Service Management, BMC Remedy, and so on).

4. Procurement and Renewal

a. Contract renewal date.

b. Procurement framework or tendering process used (for example, G-Cloud, CCS Framework, Open Tender, and so on).

5. Contact Information

a. Name and job title of the person(s) responsible for ITSM contract management and procurement (if available under FOI).

b. Contact email or phone number (if permissible under FOI).

I would appreciate it if the information could be provided in a CSV or spreadsheet format where possible. If any of the requested information is exempt from disclosure, please indicate the specific exemption(s) applied and provide as much detail as possible.

Response

1a. Name of supplier providing ITSM software and/or service - REFUSED - please see below

2a. Contract start date - 16/02/2024

2b. Contract end date - 15/02/2027

2c. Details of any contract extensions - Not applicable

2d. Total annual cost of the contract - REFUSED - please see below

3a. Name of the ITSM tool used by the council - REFUSED - please see below

4a. Contract renewal date - 15/02/2027

4b. Procurement framework or tendering process used - Not applicable

5a. Head of Information Technology

5b. 01424 451066

NOTICE OF REFUSAL

Section 43 (Commercial Interests) Section 43(2) states that information is exempt if its disclosure would, or would be likely to, prejudice the commercial interests of any person (including the public authority holding it).

Disclosure of information relating to ICT products including company names, costs and products used puts the council at risk of a malicious hacking attack. This would compromise the Council's ability to provide its services and carry out 'business-as-usual' should our systems be compromised. Were our systems to be compromised, the cost of a system recovery would be detrimental to the Council's commercial interests.

The exemption is subject to the public interest test. There is an overwhelming public interest in keeping the Council's computer systems secure which would be served by non-disclosure. This outweighs the public interest in accountability and transparency that would be served by disclosure<.