Details of Service Management tools used
Request received 25 August 2026
1. What is your name?
2. What is your email address?
3. What is the name of your organisation?
4. Which type of public sector organisation does your organisation belong to?
5. How many people does your business employ?
6. What is your organisation’s main enterprise Service Management tool?
7. What shared business functions is your Service Management tool used for?
8. Do you use any additional Service Management tools for specific functions?
9. If yes, please specify additional Service Management tools for specific functions?
10. What year was your organisation’s main Service Management tool first implemented?
11. If the licence for your organisation’s main Service Management tool is due for renewal within the next 24 months, do you plan to change to a different tool?
12. What is the annual software license cost for your current main Service Management tool? (in £)
13. How many agents/fulfillers are covered by this licence?
14. If a third party (vendor or another provider) manages the tool fully or partly, what is the annual cost of this managed service? (in £)
15. What services are included in this third-party management? (Select all that apply)
16. If the tool is managed fully or partly in-house, what is the approximate FTE (full-time equivalent) effort required to manage it?
17. For the following AI Service Management platform capabilities, please indicate the status by 'Already in Place / Implementing in next 6 months / Implementing in next 24 months / No plans:
Native AI
Generative AI
Agentic AI
18. Where is your Service Management tool hosted?
19. If Cloud or SaaS is used, what region hosts the service?
Responded 23 September 2026
1. ICT Manager
2. icthelp@eastcambs.gov.uk
3. East Cambs District Council
4. Local government
5. Approximately 200
6. Business Orientated Software Solutions
7. IT
8. Yes
9. Request Fulfilment, Incident, Problem and Change Management
10. 2022
11. Unknown at this stage
12. Total cost for 2025/26 - £7275
13. 14
14. Included in total of Q12
15. Product upgrades and Support.
16. 0.025 FTE
17. No Plans in all cases
18. On-premise.
19. n/a