Freedom of information requests

ITSM usage within the Trust

Questions

1. Which Helpdesk tool does the IT department use for managing tickets?

2. When was the tool purchased?

3. How much did the solution cost?

4. When is the existing contract due to end?

5. When does the trust intend to review the solution with a view to potential replacement?

6. Can you please let me know who is responsible for this solution?

Response

1. Ivanti Service Desk

2. Circa 2009

3. Actual cost withheld. The Trust does hold the information you have requested however we are withholding some of it for the reasons given below.

Commercial Sensitivity

Section 43 of the Freedom of Information Act 2000 (FOIA) provides,
“(2) Information is exempt information if its disclosure under this Act would, or would be likely to, prejudice the commercial interests of any person (including the public authority holding it).”

A commercial interest relates to a person’s ability to participate competitively in a commercial activity, with the underlying aim being to make a profit. The information you have requested is commercial information and in order to apply section 43(2), the Trust must satisfy itself that disclosure of the information would, or would be likely to, prejudice or harm the commercial interests of any person (including the Trust).

Disclosure of costs as requested along with further details provided below would be likely to prejudice the commercial activities of our named contractors.

Therefore S43 (2) of the FOIA is engaged as disclosure of the information requested would be likely to prejudice the commercial interests of the Trust’s contractors

The Public Interest Test

Public interest in maintaining the exemption

Disclosing this information could:

• Cause unwarranted reputational damage to the Trust. Companies would not have confidence that the Trust would keep sensitive financial data private.
• Prejudice the commercial interest in the Trust’s ability to obtain best price and value
• Prejudice the company’s ability to negotiate fairly with other clients
• Reduce pricing innovation in tendering parties’ bids when the contract is put out for re-procurement.

Public interest in disclosing the information

Public authorities should be transparent in their dealings in order that the public can be assured that public money is being spent wisely and best value is being sought without fear or favour.

The balancing exercise

In this instance the Trust feels the balance of public interest lies in withholding details of spend.

4. Feb 2024

5. Review Currently in progress / PIN Notice Closed

6. Head of Information Technology