FOI2026/00103: IT Service Management Contract Information
Case reference FOI2026/00103
Received 10 February 2026
Published 11 May 2026
Request
Request received: 10 February 2026
I am submitting a request under the Freedom of Information Act for details relating to your current IT Service Management (ITSM) solution.
Please provide:
1. The name of the current ITSM supplier and product in use.
2. The contract start date and contract expiry date.
3. Any extension options available within the contract.
4. The total contract value, where available and procurement framework used (if applicable)
5. The expected timeline or plans for re-procurement, if known.
6. Number of licensed agents or users on the platform
7. Departments or services currently using the ITSM solution
Response
Response sent: 11 March 2026
I can confirm that UK Research and Innovation (UKRI) does hold information relevant to your request. Please see the information below.
1. The name of the current ITSM supplier and product in use.
Supplier: Softcat PLC, Product: ServiceNow
2. The contract start date and contract expiry date.
Start date: 28/06/2025, End date: 27/06/2027
3. Any extension options available within the contract.
No extension options are available
4. The total contract value, where available and procurement framework used (if applicable)
Contract value: £910,698.12 excluding VAT, Framework: G-Cloud 14
5. The expected timeline or plans for re-procurement, if known.
This is not known at the time of your request therefore this information is not held.
6. Number of licensed agents or users on the platform
At time of writing, we have 481 licenses in total: 219 are for UKRI employees, 251 are for UKSBS employees and 11 are for users in other Government departments.
7. Departments or services currently using the ITSM solution
The system, Service Now, is used by both UKRI and our shared services provider, UKSBS1. Both UKRI employees and UKSBS employees use this system to raise tickets containing queries or instructions for UKSBS to action and respond to.
Documents
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