Response 3869608

Response to request for information

Reference

3869608

Response date

17 December 2025

Request

1. Total number of employees
2. Total number of IT service desk agents
3. Existing service desk / ITSM software used
4. Deployment model (Cloud-based or on-premise)
5. Number of software licenses
6. Contract renewal date
7. Annual cost of contract
8. Total cost of contract
9. Contract review date
10. Main decision maker/contact for service desk software

Response

1. Total number of employees
   • Answer: 244
2. Total number of IT service desk agents
   • Answer: 7 onsite, 20 by MSP
3. Existing service desk / ITSM software used
   • Answer: Halo
4. Deployment model (Cloud-based or on-premise)
   • Answer: Cloud
5. Number of software licenses
   • Answer: Provided by MSP, we pay for our 7 as part of our contract
6. Contract renewal date
   • Answer: October 2028
7. Annual cost of contract
   • Answer: £137,000, which includes the full managed service offering
8. Total cost of contract
   • Answer: £685,000
9. Contract review date
   • Answer: April 2028
10. Main decision maker/contact for service desk software
    • Answer: Andrew Disney, Strategic ICT Manager