This is a Freedom of Information request for the following questions: 1. What IT helpdesk tool(s) is/are in use (eg. SpiceWorks, Freshdesk, etc) if not, how is your IT managed? 2. What are the requirements of the IT team; or, what the tool(s) is/are used for? 3. What is the annual budget available for helpdesk tool(s)? 4. What are the redeeming qualities of the tool(s) (and negative qualities)? 5. What is the start date, length and review date of the contract with the helpdesk tool(s)? 6. How many operators currently use the ITSM tool? 7. How many end users currently use the ITSM tool?

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TfL Ref: FOI-1365-2021

Thank you for your request received by Transport for London (TfL) on 15^th October 2020 asking for information about IT helpdesk tools.

Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy.

I can confirm that we hold the information you require. Your questions are answered in turn below:

Question 1. What IT helpdesk tool(s) is/are in use (eg. SpiceWorks, Freshdesk, etc) if not, how is your IT managed?

Answer: BMC Remedy.

Question 2. What are the requirements of the IT team; or, what the tool(s) is/are used for?

Answer: Incident management; change & release management; knowledge management; problem management; asset management; service request management; configuration management database.

Question 3. What is the annual budget available for helpdesk tool(s)?

Answer: The annual budget is circa £540k per annum made up of support and hosting costs.

Question 4. What are the redeeming qualities of the tool(s) (and negative qualities)?

Answer: This is not a request for recorded information under the terms of the Freedom of Information Act.

Question 5. What is the start date, length and review date of the contract with the helpdesk tool(s)?

Answer: 3 years support from 01/01/2020 to 31/12/2022.

Question 6. How many operators currently use the ITSM tool?

Answer: 1,000 – 1,500.

Question 7. How many end users currently use the ITSM tool?

Answer: To date, this calendar year, 16,785 users end users have submitted a request either once, or more than once.

If this is not the information you are looking for please do not hesitate to contact me.

If you are considering submitting a further FOI request please think carefully about whether the request is essential at this current time, as answering FOI requests will require the use of limited resources and the attention of staff who could be supporting other essential activity. Where requests are made, please note that our response time may be impacted by the current situation.

Please see the attached information sheet for details of your right to appeal as well as information on copyright and what to do if you would like to re-use any of the information we have disclosed.

Yours sincerely,

David Wells

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

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