FOI_25-261 Enterprise service management tool
Date of response: 11 September 2025
We have now considered your request of 04 September 2025 for the following information:
Question 1. What is your name?
Question 2. What is your email address?
Question 3.What is the name of your organisation?
Question 4. Which type of public sector organisation does your organisation belong to? Required to answer
q Central government department or agency
q Local authority
q NHS organisation (hospital, trust, CCG, etc.)
q Education (school, college, university)
q Emergency services (police, fire, ambulance)
Question 5. What is the approximate size of your organisation (number of employees)? Required to answer (Please select the range that best describes your organisation's total number of employees.)
q 1-50
q 51-200
q 201-500
q 501-1,000
q 1,000-5,000
q 5,001–10,000
q 10,001+
Question 6. What is your organisation’s main enterprise Service Management tool? Required to answer (Service Management is the practice of designing, delivering, managing, and improving IT services so they meet the needs of the business and its users, ensuring reliability, efficiency, and value)
q Aisera
q Alemba Service Manager (formerly Alemba vFire)
q Alloy Software
q Atomicwork
q BMC Helix (formerly Remedy)
q Cherwell
q EasyVista
q Freshservice
q HaloITSM
q IFS assyst (formerly Axios Assyst)
q InvGate Service Management
q Ivanti Neurons / Ivanti Service Manager
q Jira Service Management (formerly Jira Service Desk)
q ManageEngine ServiceDesk Plus
q Omnitracker (Omninet)
q OpenText SMAX
q OTRS
q Remedyforce (Salesforce ITSM)
q Serviceaide (CloudSM)
q ServiceNow
q SolarWinds Service Desk
q Spiceworks Help Desk
q Sunrise Software
q Supportworks (Hornbill Systems)
q SysAid
q TOPdesk
q Xurrent (formerly 4me)
q Zendesk
q Other – Please Specify?
Question 7. Which enterprise functions does your main enterprise Service Management tool support? (Select all that apply)
q IT
q HR
q Finance
q Facilities
q Legal
q Marketing
q Procurement
Question 8. Do you use any additional Service Management tools for specific functions?
q No
q Yes
Question 9. If yes, please specify additional Service Management tools for specific functions?
Question 10. What year was your organisation’s main Service Management tool first implemented?
q 2025
q 2024
q 2023
q 2022
q 2021
q 2020
q 2019
q 2018
q 2017
q 2016
q 2015
q 2014
q 2013
q 2012
q 2011
q 2010
q 2009 or before
Question 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? Required to answer
q Yes
q No
q Don't know
q Not applicable
Question 12. What is the annual software license cost for your current main Service Management tool? (in £) Required to answer
Question 13. How many agents/fulfillers are covered by this licence? Required to answer
Question 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 £) Required to answer
Question 15. What services are included in this third-party management? (Select all that apply) Required to answer Multiple choice.
q Hosting (infrastructure, monitoring, backups)
q Upgrades / patching (regular vendor releases, security fixes)
q User support & incident fixes (end-user assistance, bug resolution, break/fix support)
q Minor enhancements to existing modules (e.g., workflow changes, form updates, field/config changes)
q Major changes (e.g., new modules, new integrations, significant redesign)
Question 16. If the tool is managed fully or partly in-house, what is the approximate FTE (full-time equivalent) effort required to manage it? Required to answer
Question 17. For the following AI Service Management platform capabilities, please indicate the status. Required to answer
Already in place Implementing in next 6 months Planning to implement in next 24 months No plans
Native AI (AI features built into the Service Management platform by the vendor, e.g. auto-classification, ticket routing, predictive analytics)
Generative AI (AI models that generate responses or knowledge articles, e.g. LLM-driven virtual agents, automated knowledge base creation, summarisation of tickets)
Agentic AI (AI systems that can autonomously take actions or orchestrate workflows across tools without constant human input, e.g. resolving incidents end-to-end, triggering changes automatically)
Question 18. Where is your Service Management tool hosted? Required to answer
q On-premises
q Cloud (private)
q Cloud (public)
q SaaS (vendor-hosted)
q Hybrid (mix of on-premises and cloud)
q Don’t know
Question 19. If Cloud or SaaS is used, what region hosts the service? Required to answer
q UK only
q EU (outside UK)
q North America
q Asia-Pacific
q Multiple regions (global)
q Don’t know / Not disclosed
Our response:
As requested, please see our response in accompanying document, our ref: FOI_25-261 Appendix A.
On this occasion, it is not possible to provide all the requested information. The Act contains a number of exemptions that allow public authorities to withhold certain information from release. We have applied the following exemption to part of your request.
| Exemption | Reason |
|---|---|
| s.40(2), Personal information | Disclosure of some of the requested information would be contrary to the requirements of the UK General Data Protection Regulation |
When a request is made under FOIA for information that includes personal data we are required to consider whether disclosing those data would breach the data protection principles contained within Article 5(1) of the UK General Data Protection Regulation (GDPR).
In considering a disclosure under FOIA, the University must also take into account that any information released under the Act will be placed in the public domain, through our own disclosure log or by other means.
We believe that disclosure of some of the requested information, specifically the name of the individual completing the response questionnaire (question 1) would be contrary to the requirements of Article 5(1)(a) of the GDPR; namely that information must be processed lawfully, fairly and in a transparent manner in relation to the data subject.
We have followed the Information Commissioner’s guidance in assessing whether it is fair to disclose this information under FOIA. This involves considering the nature of the information, the expectations of and potential harm (of disclosure) to the data subjects, and how any legitimate public interest in this information is balanced against the rights and freedoms of the data subjects.
We note that none of the requested information for the individual completing the questionnaire, is publicly available. The data subjects would not have had a reasonable expectation that this information would be made public, either now or at the time the document was created. Additionally, we have not identified a lawful basis that would allow or require us to disclose this information. We have therefore concluded that disclosure of this information would be in contravention of the GDPR.