About Greater Manchester Shared Services

NHS Greater Manchester Shared Services (GMSS) provides expert support and advice to clinical commissioners to help deliver improved health services to their local populations. They offer an extensive range of services, from IT to finance, employing approximately 350 staff and with an annual turnover of £25 million. The organisation was originally established in 2013 as NHS Greater Manchester Commissioning Support Unit and later as part of NHS North West Commissioning Support Unit. It became NHS Greater Manchester Shared Services in April 2016 and is managed under a hosting arrangement by NHS Oldham Clinical Commissioning Group (CCG) on behalf of the ten CCGs across Greater Manchester.

The Challenge

The service desk needed a SMART way to approach their Service Improvement Plans.

In 2015 the newly formed service desk team wanted to understand their performance level within a recognised framework. Management needed a business road map to follow to ensure clear strategic vision. The high demand on the service desk, resource constraints and organisational changes made it challenging to dedicate time to an improvement project.


The Solution

An independent assessment and audit to clarify where improvements were most needed.

In April 2014 the decision was taken to pursue Service Desk Certification. The audit resulted in a 2 star score just ten points short of 3 star Certification. Going through evidence gathering helped the service desk to identify gaps in their improvement plan and gave the team a common goal.

“Working with SDI was a pleasure. The auditors were available to answer our many and varied questions; the guidance they provided was invaluable. ”


The Results

An increase in team morale and a shared desire and road map for further improvement.

“We’ve seen an injection of enthusiasm among service desk staff and the wider team including management. The objective now is to not only maintain what we have achieved but to exceed it.”

Team staff felt valued as a result of their participation and have adopted a positive “can do” attitude towards tackling the challenges ahead. The team gained valuable knowledge about their capability and maturity as a service desk. GMSS was committed to continuing with the project and to pursuing 4 star Certification which they successfully achieved in 2017!

Lead Auditor from their 2017 Surveillance Audit says:

“GMSS can be justifiably proud of the progress that they have made during the four years they have engaged with the Service Desk Certification (SDC) programme. Right from the very start of the process GMSS has been dedicated in its desire that all roads lead to service improvement. That single factor alone and the focus it has provided is perhaps the key to their success. Improvements in this cycle have proved that the GMSS management team retain an understanding that the holistic approach blending technology, process and people contributes to better service for their

Questions about Service Desk Certification?

Learn more about becoming Certified or contact one of our friendly advisers on
+44 (0)1689 889100 to find out what Certification can do for your organisation.

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