Privacy & Cookie Policy
Last updated: August 2026
Who we are
The ITSM People Ltd is a UK-based independent ITSM consultancy. Our website is itsmpeople.co.uk. You can contact us at hello@itsmpeople.co.uk.
What data we collect and why
Enquiry forms
When you submit a contact, brochure request or mentoring enquiry form, we collect your name, email address, and organisation. This data is used solely to respond to your enquiry. It is processed via Netlify Forms and stored in our CRM (HubSpot). We do not share this data with third parties for marketing purposes.
Legal basis: Legitimate interest (responding to a business enquiry).
Website chat assistant
Our website includes an AI chat assistant. If you use it, the messages you send and the assistant's replies are recorded, along with the page you were on and the time of the conversation. We use these records to understand what visitors are asking about and to improve the assistant's answers and our website content. Transcripts are processed via Netlify Forms and are reviewed only by our own team. They are not used to train any AI model and are not shared with third parties for marketing purposes.
After a few messages, the assistant offers you a short optional prompt where you can leave an email address or phone number if you would like us to follow up. Completing it is entirely your choice and the assistant will keep answering your questions either way. If you do submit it, we use it only to respond to your enquiry, on the same basis as our other enquiry forms, and the conversation up to that point is included so we can pick up where you left off. Please do not type confidential information about yourself or your organisation directly into the chat window itself, as that text is captured in the transcript described above.
Chat messages are sent to Anthropic's Claude API to generate the assistant's replies. Anthropic processes this content at the point of generation only and does not use it for model training.
Legal basis: Legitimate interest (improving our website and the information we provide to visitors). Where you choose to submit the follow-up form, the basis is legitimate interest in responding to a business enquiry, and details submitted that way are stored in our CRM (HubSpot) alongside our other enquiries.
Retention: Chat transcripts are retained for up to 12 months and then deleted.
Analytics Lead Forensics
We use Lead Forensics to identify the companies (not individuals) visiting our website based on IP address. This helps us understand which organisations are interested in our services. Lead Forensics does not identify individual users and does not place advertising cookies.
Legal basis: Legitimate interest (understanding our website audience at an organisational level).
Lead Forensics operates under their own privacy policy. You can opt out at leadforensics.com/privacy-policy.
Cookies
We use the following cookies on this website:
| Cookie | Purpose | Duration |
|---|---|---|
| itsmp_cookie_consent | Stores your cookie consent preference | Persistent (localStorage) |
| Lead Forensics | Company-level visitor identification | Session / persistent |
| Netlify Forms | Form submission processing | Session |
We do not use advertising cookies, social media tracking pixels, or Google Analytics.
Your rights
Under UK GDPR you have the right to access, correct or delete any personal data we hold about you. To exercise these rights, contact us at hello@itsmpeople.co.uk. You also have the right to lodge a complaint with the ICO.
Data retention
Enquiry form data is retained for up to 3 years or until you request deletion. Chat assistant transcripts are retained for up to 12 months. Analytics data is processed by Lead Forensics under their own retention policy.
Changes to this policy
We may update this policy from time to time. The date at the top of this page will reflect the most recent revision.