FOI2025/08937 - Service Management Tools
Source: gov.uk (2025-10-10)

Response to Freedom of Information (FOI) request for Service Management Tools

FOI2025/08937: Response to Freedom of Information (FOI) request for Service Management Tools

The Department for Culture, Media and Sport received the following request for information which we responded to under the Freedom of Information Act 2000:

“We kindly request your participation in a freedom of information request relating to your organisation’s primary enterprise Service Management tool.”

Our response

We have dealt with your request under the Freedom of Information Act 2000 (the Act). I can confirm that the Department for Culture, Media and Sport does have information within scope of your request. Please note, we consider question 12 to be exempt from disclosure under section 43 (2) (commercial interests) of the Act.

3. What is the name of your organisation?

Department of Culture Media and Sport

4. Which type of public sector organisation does your organisation belong to?

Central government department

5. What is the approximate size of your organisation

1,000 to 5,000

6. What is your organisation’s main enterprise Service Management tool?

ServiceNow

7. Which enterprise functions does your main enterprise Service Management tool support?

IT, HR, Facilities

8. Do you use any additional Service Management tools for specific functions?

No

9. If yes, please specify additional Service Management tools for specific functions?

N/A

10. What year was your organisation’s main Service Management tool first implemented?

2019

11. If the licence for your organisation’s main Service Management tool is due for renewal within the next 24 months, do you plan to change to a different tool?

No

12. What is the annual software license cost for your current main Service Management tool? (in £)

Section 43 applies to information where its disclosure would, or would be likely to, prejudice the commercial interests of any person (including the public authority holding it). When this exemption applies, we have to consider whether the public interest in favour of maintaining the exemption outweighs the public interest in favour of releasing the information.

The factors we took into account in carrying out the public interest test in relation to section 43 of the Act are set out below.

In favour of disclosure we considered the public interest in transparency and the importance for the public to see that processes and decisions are conducted in a fair, open and honest way.

In favour of maintaining the exemption we considered whether releasing the information could possibly damage the commercial interests of external providers. We also considered whether this information, if disclosed, could damage relationships between this organisation and their partners. We believe that this is not in the public interest. It is also important that providers are able to talk frankly with DCMS and that they can expect confidence to be maintained in market-sensitive information. We therefore consider that the balance of the public interest test determines that the public interest in withholding this information outweighs the public interest in disclosing it.

13. How many agents/fulfillers are covered by this licence?

25

14.If a third party (vendor or another provider) manages the tool fully or partly, what is the annual cost of this managed service? (in £)

N/A

15. What services are included in this third party management? (Select all that apply)

N/A

16. If the tool is managed fully or partly in house, what is the approximate FTE (full time equivalent) effort required to manage it?

3.5 FTE

17. For the following AI Service Management platform capabilities, please indicate the Status.

Native AI - Planning to implement in next 24 months

Generative AI - No plans

Agentic AI - No plans

18. Where is your Service Management tool hosted?

Cloud (private)

19. If Cloud or SaaS is used, what region hosts the service?

UK only