A request for information about IT Service Management -18007
RE: FREEDOM OF INFORMATION ACT 2000 REQUEST
I am writing to confirm that the West Midlands Fire Service has now completed its search for the information you requested on 8th January 2018
Please find below a summary of our findings.
What software product(s) are you using to manage your IT Service Management (e.g. Landesk, ServiceNow, Cherwell, Hornbill etc.)?
Currently Solarwinds Web Help Desk but migrating to Ivanti Service Manager in 2018.
When does the contract with your current service desk provider end?
Ivanti contract expires in 2020. Initial 3 year contract signed last year.
How much does your current ITSM service desk tool cost annually?
Ongoing annual licence costs per year are circa £22k.
When will you be looking to review your current service desk tool?
We completed this exercise in 2017 to identify a new tool. Therefore, no plan to review in the long term.
If you have any queries about this email, please contact me. Please remember to quote the reference number above in any future communications. If you are unhappy with the service you have received in relation to your request and wish to make a complaint or request a review of our decision please write to 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: https://ico.org.uk/ or at Wycliffe House, Water Lane, Wilmslow, SK9 5AF.