Module 7: Strategic Processes
Define what needs to be done
As described in the overall FITS implementation approach, we recommend a phased approach to implementing new processes.
The FITS ethic is 'keep it simple'. FITS also promotes a cyclic approach to its implementation: start small and make continuous improvements.
The set of materials introduces the processes with easy to follow instructions and simple tools to use. When you have implemented the processes, you will use the tools to gather information to make further improvements and thus enter the next cycle.
This process of refinement allows you to implement best practice in manageable, bite-size pieces. You will therefore reap the benefits from an early stage and not be overwhelmed by extra work.
FITS service level management is for people with little free time to spend on implementing processes and procedures and whose day-to-day activities are unpredictable and must take priority.
Our aim is to help you begin to remove some of the unpredictability by introducing key processes in small steps and so start to realise the benefits as quickly as possible.
Following our service level management implementation approach listed here will help you through this process.
Long-term scope
In the long-term, service level management should be an iterative process to ensure that the service provided is what is required. Technology and user requirements change and failure to review service levels repeatedly may result in the service provided becoming outdated and inappropriate.
Ultimately, FITS service level management should enable a simple service level agreement to be drawn up and maintained, which will help ICT/technical support staff to focus their activities appropriately and ensure that suppliers do the same.
This should also be tied to a regular reporting process that enables you to monitor service levels provided by internal technical support and third-party suppliers.
However, as with all of the FITS processes, benefit can be derived from starting small and building on solid foundations. We also recognise that you have limited time to spend on management tasks when operational tasks must come first. Initially, therefore, we will focus on steps leading towards this longer-term aim.
Short-term scope
In the short-term, it is good preparation for full service level management to begin by gathering information about all of the ICT services currently in use and how they are delivered, and listing them. This alone will have benefits as it will make clear exactly what hardware and software you have and what needs to be supported. Only once you know this is it possible to understand what rationalisation may improve stability or reduce skill requirements.
It may also identify equipment that no longer needs to be supported or that is inappropriate or unauthorised. All of these things help technical support staff to see the bigger picture and prioritise their work to best effect.
Add to this some simple reporting on the levels of service currently being provided and you have a foundation for review, discussion and agreement on what is possible and what is needed.
Service level management encompasses all aspects of service provision, which means that you must implement all service management processes in order to achieve a full set of data for reporting purposes. In the short term, therefore, you should implement all of the other FITS processes before considering developing service level management further.
Prepare to implement
Thorough preparation can make the difference between a successful implementation of a process and an unsuccessful one.
Assigning roles and responsibilities in Service Level Management
Identify participants
The first step is to identify the process participants and assign roles and responsibilities. We recommend that, for initial implementation, you involve as few people as possible in the process. This means that it can become familiar with minimum impact on the day-to-day workload of the school. The people you select to fulfil the service level management roles will depend on how you currently provide technical support and who is involved already.
Here are some suggestions and guidance for identifying your roles and responsibilities.
Role
Suggested representative(s)
Comments
Service manager
Person with overall responsibility for technical support or ICT in general, for instance:
- ICT manager
- ICT co-ordinator
- network manager
- technician
Although there may be many service managers assigned to separate groups of end-users, it is unlikely that more than one would be needed or appropriate in a school.
The service manager should be someone with an overview of the technical support provision, from within the technical support or ICT area.
The service manager should not be a user representative but a technical support representative.
End-user representative
Person with good knowledge of end user requirements of ICT, such as:
- teacher
- teaching assistant
- student
- administrator
A single end-user representative is not expected to know the requirements of all end-users but a team of end-user representatives should together do this.
End-user representatives should be willing and able to co-ordinate service issues and attend service review meetings.
There should be at least one end-user representative in addition to the service manager
Further details can also be found in the section on roles and responsibilities.
Training
After you have assigned roles and responsibilities it is important to ensure that those participating in the implementation and subsequent operation of the process understand what is required of them. Use this website as part of your training.
Start date
Set a start date. A 'go-live' date is important in any implementation. Make sure that you allow enough time for all the preparatory tasks to be carried out before your 'go-live' date.
Communication
Of course, communication must take place within the implementation team, to agree plans, scheduled dates, and so on. However it is also important to communicate externally and inform the user community of the new process.
The implementation of a process can be seen as being a change just like the upgrading of a server and the impact on the user community should be communicated to them clearly in advance of the change.
Materials
Before you can go ahead with the implementation, prepare all the materials required for the process. Make sure that you have downloaded the templates you need and that everyone involved has access to them.
Pilot
The first stage of service level management is information gathering and producing basic reports, many of which are already defined and set up in other FITS processes, so it is not strictly necessary to carry out a pilot.
Service level management is something that is refined over time. Details of services will change and reports will evolve. At this stage we recommend that you produce reports for internal ICT use only. However, if you do choose to issue them to end-users, we recommend that you pilot them with a small group first to ensure that the information is accurate and that users can interpret them.
Prerequisites
All of the FITS processes contribute to ICT service management and therefore all are relevant to the Service Level Management process. However, this does not necessarily mean that they must all be in place before you embark on service level management. If you have implemented some of the FITS processes already, you should be able to produce some statistical information that can be included in early service level management reporting. But if you have not, you can identify the reporting requirements you need for service level management and implement the processes one by one to produce the required information.
The implementation of FITS is an ongoing task that may be constantly reviewed and refined, so it is perfectly appropriate for the development of service level agreements and reports to be carried out by incorporating feedback from users.
Implement configuration management
In the first instance we will not implement the full Service Level Management process flow. Instead we will begin by introducing the first and last steps - that is, the gathering and documenting of service information and the steps towards monitoring and reviewing the service provided. This will enable you to create a service catalogue that you will use as the basis for service level management and that you can issue to end-users to outline what technical support is responsible for (and, by definition, what it is not responsible for). The preparation of service level agreements, operational level agreements and other underpinning contracts is not necessary at this stage.
Step 1: Document services
Remember that there is a difference between services and the equipment that enables the services. (see section 1.4.1.1 - example services)
In FITS configuration management we identify and record all the component parts that make up the infrastructure (the pieces of equipment - hardware, software, documentation and so on).
In service level management we take a different view, determining what parts of the infrastructure are required to fulfil each particular service. This is a key step in improving communication between technical ICT staff and end-users. If you speak in terms of services and ensure that services are in working order, the end-user is receiving working ICT on their terms. To try to discuss end-user requirements in terms of the availability of file servers, routers, network cabling and so on would be undesirable, as it is unreasonable to expect end-users to understand the implications.
To document the services, you must then identify each service and the technical components of each service. Gathering service information is harder than doing an audit of physical equipment and is more likely to be in terms of what software is installed on computers and file servers. You will need to investigate every computer and file server and talk to at least one representative of each department to make sure that you don't miss anything. See section 2.2.1 - assigning roles and responsibilities in Service Level Management for further information on end-user representatives. Don't assume that if you haven't installed something yourself it doesn't exist!
To help you, we have prepared a service catalogue template (see the toolkit section for details) outlining the kind of information you should gather. Complete the section on service details with your service information: service details guidance available in the toolkit will help you do this. The section on service details in our service catalogue example should also help you understand what is required.
If you have implemented FITS Configuration Management, you should store your baseline service catalogue in the configuration management database. You should then ensure that the list is controlled and maintained so that it is always accurate and up to date (or you will have to do another audit). FITS change management can help you to do this.
If you have them, you can add other high-value items, such as a video-conferencing suite or interactive whiteboard, at a similar level.
Step 2: Estimate service levels
The purpose of providing an estimate of the service levels currently being provided is to identify what the perceived priorities are in ICT. This is often different from what is in the overall interests of the school - which is what should determine the service levels required.
By estimating current service levels, you have a baseline from which to discuss actual requirements and identify changes in priorities. This helps you to make step-changes to move from current service levels to new ones without having to spend more time starting from a blank sheet of paper.
Before you can estimate the level of service being provided, you must identify what the services are. Hopefully you have worked through the previous section, Document services, already.
Once you have done that, return to the service catalogue you have started and complete the next section - Service level details. For assistance in completing this section see our service level details guidance and the service catalogue example in the toolkit section.
Review the implementation
In keeping with the FITS approach, the service review at this implementation stage should be confined to the technical support or ICT team. If you limit the participants, those involved can become familiar with concepts of services and service levels and start to measure their own performance before opening discussions with end-users.
Look at the first draft of the service catalogue you have created and consider the following questions.
- Have you identified services you didn't know existed?
- Can you spot any trends in how work is prioritised?
- Are there any clashes in priority or availability in a service that could restrict its overall service level?
- Have you identified any third-party response or fix-time issues?
- Have you identified any other support issues?
The answers to these questions will help you and the team to start to identify the scale of the service you are offering. You will also have some opening questions to ask when you start to discuss levels of service with end-users.
Have a look at our service catalogue example and review it using the above questions. See if you can identify some issues, then look at our example review answers to check them against our findings.
For creating your service catalogue you may want to use our service catalogue template available in the toolkit section.
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