33. IT Service Management

IT Service Management Function

• Ensures RDN ICT systems are secure, reliable, and compliant with DHSC and NIHR standards. IT Service Management delivers modern, interoperable systems, manages IT risk, and oversees service performance, continuity, and improvement. By enabling secure, efficient, and resilient digital operations, it supports research delivery, organisational transparency, and collaboration across the RDN and wider health and care system.

How we achieve this

• A range of IT services are provided for the RDN through RDNCC. These are managed by the Coordinating Centre IT Service Management (CC ITSM) team. 

• The NIHR Digital Office (DDaT) deliver new modern and interoperable systems for the RDN, with the Head of Digital Operations providing a bridge to impacted RDN areas. 

• RRDNs support local IT requirements, working with their host Trust, largely through their Data & Analytics teams

• The RDN ICT Delivery Group looks after cross-RDN IT service considerations, including provision of in-house cross-RDN services, and is responsible for Strategic Activity no. 63 - Digital Reformation with named contributions to make to 39 - Intelligence gathering and knowledge mobilisation/management system and 58 - Organisational Transparency

The RDN ICT Delivery Group 

The RDN ICT Delivery Group is described in its Terms of Reference

For a concise description, augmented with a bit more context

The RDN ICT Delivery Group does the following

• The practicalities of IT Service Management across the RDN

• Establish how the RDN uses IT, and lead in improving its effectiveness

• Understand the IT related standards to be used and facilitate adoption of them

This provides an underpinning platform and resources which other Delivery Groups depend upon for their digital delivery. 

This is to include:

• Visibility of the digital tools and development methods used across the RDN. Shaping them considering how they integrate with wider NIHR, Digital Office and NHS tools. 

• A joined up approach to provision of cross-RDN IT services

• Establishing an organisational view of our digital maturity and a path to improving it

• RDN ICT Principles: from 2023, revised 2024 - to be revisited

• Context on building a cross RDN development approach

• RDN Software Use: Mapping “I want to …” statements with an appropriate tool

• Application Use sheet: Software in use in different parts of the network

• RDN IT Services Catalogue covering RDNCC and cross-RDN

• Service Delivery Tools Framework: how to develop new systems

• Strategic activities: the specific strategic activities allocated to this group (with progress updates against them)