Implementation procedure
Established ICT departments will have some of the processes operating already. However, we recommend that you still work through the review sections of the basic FITS getting started processes, as this could highlight some areas where you could make improvements.
If you are an established technical support and/or ICT function, we recommend you tackle FITS in this order of priority:
Reactive processes
Address these processes first since there is always a reactive workload. Any improvements that can be made in the handling of this workload will help to free up time to focus on the proactive processes.
Proactive and Change processes
These processes are largely interdependent and can be tackled together
Strategic processes
These can be tackled as and when it's convenient. They can be considered at any time independent of the day-to-day technical support already in place.
Adopting this approach, you could use the FITS materials as shown below.
1
Getting started | Service Desk
Work through the Review section of Service Desk. Identify your expectations, achievements and benefits gained from implementing it. Identify any improvements to your service desk process that could be incorporated.
2
Getting started | Incident management
Work through the Review section of Incident Management. Identify your expectations, achievements and benefits gained from implementing it. Identify any improvements to your incident management process that could be incorporated.
3
Getting started | Problem management
The aim of Problem Management is to reduce the number, frequency and severity of incidents. Having begun to record and analyse incidents, it is time to implement Problem Management to attack the problems you have identified.
4
Security management
The security management process includes Network Monitoring and Security Administration. These processes have particular significance where remote access and access by a disparate array of devices are involved.
Any
time
Service level and Financial management
Now that you have begun to take some control of your installation, it is time to set some service levels and obtain meaningful financial data.
Any
time
Operations management including:
Managing your operation is a key element of the implementation of a technical support framework. In larger organisations many of the components of operations management will be undertaken alongside the initial phases.
Any
time
Change management
If you have not yet implemented a change management process, now may be the time to do it. Resolving problems invariably involves making changes to your organisation. Implementing change management now will ensure that changes both now and in the future follow a structured process and involve everyone concerned.
Any
time
Release, Configuration and Patch management
Implementing release management provides a structured approach to rolling out new hardware and software. Configuration management is the process of creating and maintaining an up-to-date record of all of the components of your ICT infrastructure. Patch management keeps the components installed on the network (hardware, software and services) up to date with the latest patches and updates.
Any
time
Workforce management
- Creating a technical support team
- Leading a technical support team
- Maintaining a technical support team
As the level of ICT usage in education becomes more extensive and sophisticated, the activity of managing the ICT support workforce becomes more complex. Workforce management provides guidance on all aspects of managing a technical support team.
Any
time
ICT Strategy Management
This module provides guidance on the role of the senior leadership team in relation to the technical support function.
Implementation procedure for new ICT departments
If you are implementing ICT and technical support from scratch and have little or no ICT support processes in place, we recommend you tackle FITS in this order of priorities:
Strategic processes
Address strategic processes first to ensure that what is implemented is in line with the overall requirements for ICT in the school and that technical support services are focused accordingly.
Change processes
Implement change processes as soon as possible so that the introduction of ICT is of a high quality.
Reactive processes
Now you should address reactive processes to handle customer calls following the introduction of ICT services. (However, you could consider overlapping this with the implementation of the change processes to ensure that these are in place ready for the first customer calls to come in.)
Proactive processes
Once the first three processes are in place, it will be time to be more proactive. The change processes already implemented should have ensured that the ICT installed is relatively problem free, but proactive processes are needed to maintain quality.
Adopting this approach, you could use the FITS materials as shown below.
1
Getting started | Service Desk
The first step in implementing a structured technical support function in your school is to have a single point where all support requests are logged. This is the main role of the service desk.
2
Getting started | Incident management
When your service desk is in place and you are recording all support calls effectively, it is time to implement incident management. This is the process where those support requests are managed and analysed.
3
Getting started | Problem management
The aim of Problem Management is to reduce the frequency and severity of incidents. Having begun to record and analyse incidents, it is time to implement Problem Management to attack the problems you have identified.
4
Security management
The security management process includes Network Monitoring and Security Administration. These processes have particular significance where remote access and access by a disparate array of devices are involved.
Any
time
Service level and Financial management
Now that you have begun to take some control of your installation, it is time to set some service levels and obtain meaningful financial data.
Any
time
Operations management including:
Managing your operation is a key element of the implementation of a technical support framework. In larger organisations many of the components of operations management will be undertaken alongside the initial phases.
Any
time
Change management
If you have not yet implemented a change management process now is the time to do it. Resolving problems invariably involves making changes to your organisation. Implementing change management now will ensure that changes both now and in the future follow a structured process and involve everyone concerned.
Any
time
Release, Configuration and Patch management
Implementing Release management provides a structured approach to rolling out new hardware and software. Configuration management is the process of creating and maintaining an up-to-date record of all of the components of your ICT infrastructure. Patch management keeps the components installed on the network (hardware, software and services) up to date with the latest patches and updates.
Any
time
Workforce management
- Creating a technical support team
- Leading a technical support team
- Maintaining a technical support team
As the level of ICT usage in education becomes more extensive and sophisticated, the activity of managing the ICT support workforce becomes more complex. Workforce management provides guidance on all aspects of managing a technical support team.
Any
time
ICT Strategy Management
This module provides guidance on the role of the senior leadership team in relation to ICT technical support.
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