Introduction and What We Do
Service Management is a team within the Operations & Assurance Services directorate.
We're here to manage and protect live service for all of our major IT systems.
There are in excess of 70 of these systems and cover all areas of health and social care, including the national N3 network, Spine Core, Care Identity Service, Secondary Uses Service, NHS e-Referral Service, Hospital Episode Statistics, Clinical Indicators, a number of Trust supporting systems, as well as GP and prescription dispensing systems.
We work to ensure that these systems, underpinning all areas of health and social care and critical for health treatment, are available when clinicians, patients and social care users need them.
We do this across a number of teams within Service Management
- Service Design: Creates clear and agreed support models with known roles, responsibilities, hours of support and response times for new services and those services undergoing major change. This allows clear ownership and swift resolution of any issues impacting live service.
- Service Transition: Ensures that planned new services and changes to existing services are introduced to a live state of operation in a safe and controlled manner, with articulated and acceptable levels of risk.
- Service Operations: Has in place an expert team operating on a 24*7*365 basis to make sure that major incidents impacting live service are dealt with immediately, ensuring the availability of health critical systems. This team has a full suite of monitoring screens in a 'Service Bridge', providing a constant view of the performance and availability of the IT systems. The monitoring allows significant issues to be identified early and even resolved before they impact the end users. Service Operations also carries out full and extensive incident and problem management. Ensuring that all incidents impacting live service are fully understood, progressed and resolved efficiently. Also ensuring through problem management that any incident trends are identified and that measures are put in place to prevent incidents from happening again.
- Service Assurance: Develops, maintains and tests Business Continuity plans across NHS Digital to ensure that the organisation can continue operating during periods of crisis or when extreme events occur, such as flooding to premises. Ensures that systems perform as required and are resilient to failure by developing and monitoring capacity and service continuity plans for all major national IT systems.
- Service Owners: Ensures that service levels are met or exceeded and that the overall quality of service delivered meets the need of the user community. Service Owners manage suppliers that provide these services or parts of them, conduct regular service reviews and maintain positive relationships with both customers and service providers.
- Service Management Office: The primary role of the Service Management Office is to ensure that Service Management deliver on their obligations as regards corporate policy and support the Service Management Team and processes as regards: Management of Risk (protecting delivery and live service), Operational Reporting / Corporate Reporting, Information Management / Standards, Portfolio Management + Portfolio Item Management, Resource Management + ABR (Activity Based Reporting), Performance Reporting (KPIs) - NHS Digital Board, Document and Records Management, Service Catalogue Management, Service Delivery Lifecycle (SM Gate), SharePoint Superuser / Administration and Quality Management System.
- Deployment Issue Resolution: Provides national coverage on a 24*7*365 basis for a broad range of technical, assurance, development and architectural matters requiring specialist skills or support. The team has an extensive skills portfolio covering technologies which are both industry standard and those which are specific to health and social care. The team specializes in helping to identify and mitigate technical infrastructure risks which have the potential to prevent Trusts from maximizing the benefits associated with improved software and services.
Come to us when
- You would like an IT system under development or substantial change to be introduced and managed in live operation.
- You need strategic advice on live management of IT systems and services.
- You would like to share best practice.
- You would like assistance with Freedom of Information enquiries.