The aim of the FITS Getting Started is to help you to implement the first three FITS processes - Service Desk, Incident Management, and Problem Management. This will lay a sound foundation for your ICT support function and enable you to gain some quick benefits.
If you are a primary school or a school that uses an external provider for your ICT support services, the FITS getting started processes may be all that you need to manage your ICT support function.
At the beginning of each process is an introduction to what the process is trying to achieve and at the beginning of each step are a set of goals and benefits that will be gained from working through that stage of the process. At the end of each step, you should review what has been achieved and how you can improve what has been done.
The single point of contact (SPOC) acts as a link between ICT and users, where they can submit enquiries, log incidents, obtain help and request change. The single point of contact is also known as the service desk in larger installations so we will refer to this function as service desk here.
The service desk not only handles incidents, problems, and questions but also provides an interface to users.
The principal responsibility of the service desk is to enable communication with users, enable actions to resolve events affecting the use of computer systems and, to collate information in a single place.
When users have a problem, complaint, or question, they want answers quickly. More importantly, they want a result - their problem solved.
We will split the implementation of the FITS Service Desk into 3 steps.