IT Service management
Date of request: 13 January 2026
Reference: 13467680
Request
- The name(s) of the IT Service Management (ITSM) or service management tool(s) currently used by your organisation (for example, ServiceNow, Freshservice, Ivanti, etc.).
- Whether any non-IT functions (for example HR, Payroll, Facilities, or Corporate Services) also use a service management tool.
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If yes, please provide the name(s) of the tool(s) used and the function(s) they support.
• Please indicate whether these tools are the same as, or different from, the IT service management tool.
- Copies of any Data Protection Impact Assessments (DPIAs) completed in relation to the procurement, implementation, or ongoing use of these service management tools.
4. Copies of any recorded risk assessments, risk registers, or documented risk considerations relating to these tools, including any high-level mitigations recorded.
Response
- The ITSM tool used in the IT Directorate is Assyst.
- Yes – as stated within the DPIA, Assyst is also used within HR, Uniform Purchasing and Finance.
- Please find the following file attached:
Assyst DPIA v.2.0_Redacted
Within this document, names have been redacted under the following exemption:
- Section 40(2) – Personal Information.
Section 40 is a class based absolute exemption and there is no requirement to consider the public interest in this case.
Any information to which a request relates is exempt if it constitutes personal data and would contravene any of the data protection principles. Personal data relates to a living individual who can be identified directly from the information, or identifiable indirectly in combination with other available information.
To disclose the information would significantly increase the risk of individuals being identified, which would breach principle 1 (lawfulness, fairness and transparency) of the Data Protection Act 2018.
This serves as a partial refusal notice under section 17(1) of the FOI Act.
- No further risk assessments other than the DPIA have been identified.