Service management survey 2026
FOI reference - FOI-495
Date - 21 August 2026
Request
"We kindly request your participation in a Freedom of Information request relating to your organisation's Service Management tooling, sourcing arrangements and operating model."
Questions and required answers are shown in the response below.
Response
| Questions (required to answer) | Answer / Options |
|---|---|
| What is the name of your organization? | The Pensions Regulator |
| Which type of public sector organisation does your organisation belong to? | Central government department or agency Local authority |
| How many people does your business employ? Please select the range that best describes your organization’s total number of employees. | 1,000-5,000 |
| What is your organisation’s main enterprise Service Management tool? | HaloITSM |
| What shared business functions is your Service Management tool used for? Select all that apply. | IT Facilities |
| Do you use any additional Service Management tools for specific functions? | No |
| If yes, please specify additional Service Management tools for specific functions? | Not applicable |
| What year was your organization’s main Service Management tool first implemented? | 2026 |
| If the license for your organization’s main Service Management tool is due for renewal within the next 24 months, do you plan to change to a different tool? | Not applicable |
| What is the annual software license cost for your current main Service Management tool? (in £) | £64,800.00 inclusive of VAT |
| How many agents/fulfillers are covered by this licence? | X15 (Named Licenses) X30 (Concurrent Licenses) |
| If a third party (vendor or another provider) manages the tool fully or partly, what is the annual cost of this managed service? (in £) | £76,000 for 2026/27, representing first-year development services provided by the third-party supplier. |
| What services are included in this third-party management? Select all that apply. | Not applicable |
| If the tool is managed fully or partly in-house, what is the approximate FTE (full-time equivalent) effort required to manage it? | HaloITSM was launched in April 2026, and we are still assessing the long-term FTE support requirement. |
| For the following AI Service Management platform capabilities, please indicate the status. | Native AI; Next 6 months Generative AI: No plans for Halo Agentic AI: No plans for Halo |
| Where is your Service Management tool hosted? | SaaS (vendor-hosted) |
| If Cloud or SaaS is used, what region hosts the service? | UK only |
Duty to provide further assistance
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