1. What IT helpdesk tool is in use?
Ivanti Service Manager
2. What is it used for?
Incident management, service request fulfilment, change enablement
3. What is the annual budget available for helpdesk tools?
£88,000
4. What are the redeeming qualities of the tools and negative qualities?
The Council does not hold this information.
5. What is the start date, length and review date of the contract with the helpdesk tool?
3 years from August 2023, with a review date in March 2026.
6. How many operators currently use the IT service management tool?
50 fixed licences, 40 concurrent licences.
7. How many end users currently use the IT service management tool?
Over 40,000.
8. Do the IT team use the same tool as other teams?
Yes, some.
9. Who is responsible for the Service Desk implementation (name, email address, etc.)?
This information is exempt from disclosure under Section 40(2) of the Freedom of Information Act 2000 (Personal Data).
Devon County Council can confirm the requested information is held; however, the Council cannot disclose personal information if releasing it would contravene any of the provisions in the UK General Data Protection Regulation. In this instance release of this information would contravene the first data protection principle and therefore the information is withheld.