I am writing regarding the running costs of your IT service management system (ITSM) at your organisation. 1. ITSM Solution What ITSM solution are you currently using? (e.g. ServiceNow, Hornbill, Halo, Freshservice, Ivanti, BMC, Xurrent, etc.) 2. Running Costs Please provide the costs over the past 18 months (since April 2024) for the following items: 1.1 Implementation (if applicable) 1.2 Subscription / Licensing 1.3 Support 1.4 Professional Services (e.g. project work) 1.5 Managed Services (where applicable) 1.6 Approximate staff costs associated with running the platform And/or: 1.7 Number of FTEs (Full-Time Equivalents) associated with operating the platform (if unable to provide 1.6)

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