**This blog was written by Harsh Rudhun**
Since launching earlier this year, the iNetwork IT Service Management Network has provided a dedicated space for public sector professionals to come together, share their experience and to discuss practical challenges and opportunities involved in delivering effective IT services.
The network was established to support those working in IT service management roles across the public sector, covering topics such as service request management, service delivery and the planning and implementation of new and changed services. Through a series of sessions, members have been able to explore key ITSM disciplines, learn from peers and exchange ideas that can be applied within their own organisations.
A Year of Learning and Collaboration
We kicked off the network in January with an introductory session that brought together professionals from across the public sector to discuss the purpose of the network and identify priority areas for future discussion.
In March, members explored Asset and Configuration Management, a fundamental component of effective service management. The session examined the importance of maintaining accurate information about IT assets and their relationships, helping organisations deliver and support services more effectively. Discussions focused on best practice approaches aligned to ITIL principles and ISO 20000, highlighting how Asset and Configuration Management underpins other key service management processes such as Incident, Problem, Change and Availability Management.
In May, attention turned to Knowledge Management, with members discussing how organisations can capture, share and maintain valuable information to improve service delivery and support better decision-making. The session provided a valuable opportunity to explore the role that knowledge plays in creating more efficient and resilient services.
Spotlight on Incident Management
In our most recent session in July, members heard from Trafford Council’s IT team as they shared their journey towards implementing a consistent approach to incident and major incident management across Trafford Council and NHS Trafford ICB.
The session highlighted key lessons learned, the importance of stakeholder engagement and training, and the positive impact a structured approach can have on service resilience, response times and communication during major incidents.
Looking Ahead: Problem Management
The conversation continues on 06 October, when the network will come together to explore Problem Management.
The upcoming session will feature colleagues from Manchester City Council, who will share insights into the work they are undertaking in this area and discuss how they are approaching problem management within their organisation. The session will also include opportunities for questions, discussion and peer learning. Alongside the network’s popular roundtable discussion where members can raise wider ITSM challenges and share experiences with colleagues from across the sector.
Problem Management plays a critical role in identifying and addressing the root causes of recurring incidents, helping organisations improve service stability and reduce disruption for users. We expect this session to provide valuable practical insights for anyone involved in delivering and supporting IT services. Find out more and register for a ticket to join this conversation.
The IT Service Management Network is quickly becoming a valuable forum for public sector professionals to share experiences, learn from peers and explore key ITSM topics. As we continue to grow the network, we look forward to welcoming new and returning members to future sessions