ITSM and Desktop support

FOI request reference: F0060042
Publication date: November 2019

Outcome

Partially successful

 

Request & response

1. What software product(s) are you using to manage your IT Service Management (e.g. ServiceNow, Cherwell, Hornbill etc.)?
Information regarding hardware and software brands is exempt under section 31 (1) (a) of the FOI Act.

2. Who is your current vendor?
Information regarding hardware and software brands is exempt under section 31 (1) (a) of the FOI Act.

3. When does the contract with your current service desk provider end?
The contract ends in Qtr 4 FY 2019-20
Information regarding specific start and end dates is exempt under section 31 (1) (a) of the FOI Act.

4. How much does your current ITSM service desk tool cost annually?
£14,300

5. When will you be looking to review your current service desk tool?
We do not hold this information.

6. What software product(s) are you using to manage your desktops ITAMe.g
SCCM, Manage engine etc.)?
Information regarding hardware and software brands is exempt under section 31 (1) (a) of the FOI Act.

7. Who is your current vendor?
Information regarding hardware and software brands is exempt under section 31 (1) (a) of the FOI Act.

 

8. When does the contract with your current desktop provider end?
The contract ends in Qtr 2 FY 2021

 

9. How much does your current ITAM desktop tool cost annually?
We do not hold this information separately as it is included and combined in a wider licence cost.

10. When will you be looking to review your current desktop tool?
We do not hold this information.

11. Who is your primary IT company contact?
The Head of IT Operations at The National Archives is Julian Muller.

The National Archives’ full contact options can be found on our website here:
https://www.nationalarchives.gov.uk/contact-us/

 

EXPLANATORY ANNEX 
Exemptions applied

Section 31: Law Enforcement 
We are unable to provide you with information regarding software brands and specific contract start/end dates because this information is exempt from disclosure under section 31 (1) (a) of the FOI Act. Section 31 (1) (a) exempts information if its disclosure is likely to prejudice the prevention or detection of crime.

Section 31 is a qualified exemption and we are required to conduct a public interest test when applying any qualified exemption. This means that after it has been decided that the exemption is engaged, the public interest in releasing the information must be considered. If the public interest in disclosing the information outweighs the public interest in withholding it then the exemption does not apply and the information must be released. In the FOI Act there is a presumption that information should be released unless there are compelling reasons to withhold it.

The public interest has now been concluded and the balance of the public interest has been found to fall in favour of withholding information covered by the section 31 (1) (a) exemption. Considerations in favour of the release of the information included the principle that there is a public interest in transparency and accountability in disclosing information about government procedure and contracts. However, release of this information would make The National Archives more vulnerable to crime. The crime in question here would be a malicious attack on The National Archives’ computer systems. As such release of this information would be seen to prejudice the prevention or detection of crime by making The National Archives’ computer system more vulnerable to hacking. There is an overwhelming public interest in keeping government computer systems secure which would be served by non-disclosure. This would outweigh any benefits of release. It has therefore been decided that the balance of the public interest lies clearly in favour of withholding the material on this occasion.

Further guidance on section 31 can be found here:
https://ico.org.uk/media/for-organisations/documents/1207/law-enforcement-foi-section-31.pdf