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Date Responded 03 March 2020

Provision of information held by Northumbria Police made under the Freedom of Information Act 2000 (the 'Act')

As you may be aware the purpose of the Act is to allow a general right of access to information held at the time of a request, by a Public Authority (including the Police), subject to certain limitations and exemptions.

You asked:

  1. “Does you have an IT department?
  2. Does the IT department manage the servicedesk(s) – if not, which department is responsible?
  3. Who specifically manages the helpdesk/servicedesk? (Contact name, details)?
  4. What IT helpdesk tool(s) is/are in use (eg. SpiceWorks, Freshdesk, etc) if not, how is your IT managed?
  5. What is the price per annum of said helpdesk tool(s)?
  6. What is the annual budget available for helpdesk tool(s)?
  7. What are the requirements of the IT team; or, what the tool(s) is/are used for?
  8. What are the redeeming qualities of the tool(s) (and negative qualities)?
  9. What is the start date, length and review date of the contract with the helpdesk tool(s)?
  10. How many operators currently use the ITSM tool?
  11. How many end users currently use the ITSM tool?”

In Response:

Following receipt of your request, searches were conducted with the Finance, Procurement and ICT Departments of Northumbria Police. I can confirm that the information you have requested is held by Northumbria Police.


I am able to disclose the located information to you as follows.

As advised in our acknowledgement email only information that is actually held at the time a request is submitted can be requested under the FOI Act 2000, we are not obliged to create information in order to provide a response to a request.

  1. Gemma Taylor, ICT Service-Desk Manager. Contact can be made via the 101 system
  2. Atlassian Jira Service Desk.
  3. Annual support and maintenance cost £12k
  4. Budget allocation is the expected cost of the Jira support charges – see 5 above.
  5. ITSM management of incident, request, change and problem.
  6. No information held.  This is asking for an opinion as opposed to held information.
  7. Start date March 2019, 12 month support and maintenance contract with renewal in March 2020.
  8. 100 Service Desk Licences (89 Used).
  9. Forcewide 5500 users.


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