Ticketing and fault logging IT systems: FOI release

Information request and response under the Freedom of Information (Scotland) Act 2002.

FOI reference: FOI/17/01501
Date received: 30 June 2017
Date responded: 27 July 2017

Information requested

Detailed information on the organisation's 'Fault logging IT systems:'

  • Information on what Ticketing Systems, ie Fault logging IT systems are used by all public bodies within Scotland please?

  • How much the winning contract is per year for the said organisation firstly for original purchase and also ongoing support.


While our aim is to provide information whenever possible, in this instance the Scottish Government does not have some of the information you have requested.

This is because we do not hold information about the fault logging IT systems used by all public bodies in Scotland as we have no business requirement to do so. Therefore, under Section 17(1) of FOISA (information not held), we are required to notify you that Scottish Government does not have all of the information you requested.

However, Scottish Government itself uses the IT Services Management application Assyst, supplied by Axios Systems Ltd. We have a contract with Axios covering a 3 year period from 1st April 2017, with the option to extend for a further one year to 31st March 2021.

As we have owned Assyst software for 10+ years, there was no initial purchase cost included in our last procurement. The annual maintenance and supports costs for Assyst are currently £155,878.80 (including VAT).

Scottish Government also provides shared IT services for a number of central government bodies in Scotland (Annex B) via its Information & Technology Services division (iTECS). Therefore the bodies listed in the document attached below also use the Assyst package for logging IT faults as part of the contract and costs provided above. However they may also use other fault logging systems that Scottish Government holds no information about to support their other business services.

Our response to your request is set out in Annex A.

About FOI

The Scottish Government is committed to publishing all information released in response to Freedom of Information requests. View all FOI responses at http://www.gov.scot/foi-responses

FOI 17 01501 - Annex.pdf


Please quote the FOI reference

Central Enquiry Unit
Email: ceu@gov.scot
Phone: 0300 244 4000

The Scottish Government
St Andrew's House
Regent Road

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