ABSTRACT Purpose Computer aided facilities management (CAFM) as a tool to enable access to building data to provide organisations with information, has seen significant advances in technology and the integration of functions. Advances that have promoted greater use within NHS facilities functions, and are seen to enable greater efficiency, effectiveness, and compliance. CAFM does not always deliver the value envisaged, 'IT projects usually do not fail for technical reasons but for human factors’ this paper identifies the differing needs and nature of identified user groups and explores skills required to introduce, integrate and manage CAFM systems within the NHS. Method The study adopted a qualitative, inductive methodology, data obtained through focus group and semi structured interviews with facilities directors and CAFM systems managers within the NHS and an application service provider (ASP). Findings Perhaps the most significant theme to emerge is that senior leaders are presenting concerns over the realisation of benefits from CAFM in the NHS, and that more attention to the skills needs of all those involved is required. CAFM systems involve users who utilise for service delivery (operational) and through exploitation of information for knowledge to make decisions (tactical and strategic), and users who operate technical service providers and systems managers. Each of these user groups require specific skills and individually targeted learning support. Viewing CAFM as a socio-technical and not an IT problem enables differing definitions of roles and skills required, allocation of support resources and understanding of purpose of the system manager.