ITSM Service

FOI Number: FOI22145

Where applicable, we publish responses to requests under the Freedom of Information Act 2000. This one, ITSM Service, is detailed below.


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Freedom of Information

Published on 20 December 2022

Ref: FOI/22125


West Midlands Fire Service has now completed its search for the information requested on 9th November 2022

Please find below a summary of our findings.


  • Which ITSM service tool do you currently use?




  •  When will you next be carrying out a review of this ITSM service tool ?


Non-scheduled, only moved to this tool 18 months


  • As part of any review, will you be looking at other ITSM service tools ?




  • Who is the best contact in relation to your ITSM service tool ?
  • What are their contact details ?


With regards for the contact details, WMFS ICT Department operates a single point of contact policy and callers are directed to the ICT Service Desk via HQ general contacts on 0330 058 9000. The call will be directed to the ICT Service Desk and allocated to the ICT specialist with responsibility for the specific service. There is a direct email address for suppliers making sales enquires email: Furthermore, guidance from the Information Commissioner’s Office is as follows:

· The presumption is in favour of protecting privacy, so the release of personal information will only be fair if there is a genuine reason to disclose. This involves a three-stage test. A public authority will generally have to satisfy itself that:

· There is a legitimate interest in disclosure;

· The legitimate interest can only be met, or fully met, by the disclosure of information which identifies individuals (i.e. the disclosure is necessary to that purpose); and, the disclosure would not involve unwarranted detriment to the individual’s privacy or other rights and legitimate interests.

· You can find out more about FOI exemptions from the Information Commissioner’s Office. This will explain which one or more of the FOI exemptions applies, and tell you how to appeal if you disagree with our decision

If you have any queries about this freedom of information request, please contact us.  Please remember to quote the reference number above in any future communications.

For service complaints, issues or comments regarding this request please contact The Public Relations Department, West Midlands Fire Service, 99 Vauxhall Road, Birmingham, B7 4HW

Further information concerning Freedom of Information requests can be found on the Information Commissioner website at either the following link: or at Wycliffe House, Water Lane, Wilmslow, SK9 5AF.

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