FOI2025/01052: Use of ServiceNow
Case reference FOI2025/01052
Received 24 November 2025
Published 26 January 2026
Request
Request Received: 24 November 2025
I am writing to request information under the Freedom of Information Act regarding your organisation’s use of ServiceNow. Specifically, I would appreciate responses to the following questions:
1. How much do you spend on ServiceNow licences per annum?
2. How many years have you been a ServiceNow customer?
3. How many people are in your ServiceNow team?
4. What is your average time to upgrade ServiceNow?
5. Which ServiceNow modules are you currently running?
6. What percentage of your upgrades do you test automatically?
7. Which third parties do you use for ServiceNow support?
8. What is your annual spend on third-party ServiceNow support?
9. What are your top three ServiceNow projects planned for the next 12 months?
10. Do you have business automation targets? If so, what are they?
11. Do you have any plans to implement ServiceNow's Now Assist?
12. How much do you spend on third parties overall?
Response
Response Sent: 16 December 2025
Full details of this response are provided in the attached document.
Documents
This is UK Research and Innovation's response to a freedom of information (FOI) or environmental information regulations (EIR) request.
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