FOI/EIR 25/26-452-ITSM Software

Details of current ITSM solution 

Received 17 December 2025

I am writing to you to submit a Freedom of Information (FOI) request regarding your IT service management (ITSM) software.  

1. Total number of employees
2. Total number of IT service desk agents
3. Existing service desk / ITSM software used
4. Deployment model (Cloud-based or on-premise)
5. Number of software licenses
6. Contract renewal date
7. Annual cost of contract
8. Total cost of contract
9. Contract review date
10. Main decision maker/contact for service desk software 

Responded 19 January 2026

1. Approximately 200
2. Nine
3. Bossdesk
4. On-premise
5. 14
6. Rolling – Annual Subscription – July 2026
7. £7260
8. £27500
9. Rolling subscription no planned review date
10. ICT Manager