Welcome to the London SHA service management webpages

Our website contains information on the service management processes and procedures that relevant parties are working to. In addition, it holds documents and reference material that may assist the trusts in the local management of LPfIT Services.

Purpose and objectives

"To govern the delivery of BT Services to NHS trusts, to ensure they meet not only the contractual requirements but are also providing acceptable levels of service to support the delivery of care.

To achieve this LPfIT service management will need the NHS to understand the service they should be receiving and how to report failures in the service or raise requests where service is required outside of the agreed scope. To assist us to achieve this we will need to undertake the following:

1. Ensure all service management processes are visible to and usable for Trusts Establish Process
2. Provide mechanisms for Trusts to shape both the service they receive and the processes adopted to meet their needs Ensure Governance
3. Ensure we all work together, drive the correct supplier behaviours and deliver maximum benefit to the NHS by; Maintain Performance

• The Sharing of and using Service Information
• Providing Service Management Groups to the NHS
• Following contractual service level levers
• Adopting ITIL Best Practice methodology across London
• Applying Service Penalties where the NHS has not received service to the agreed levels.