Module 7: Strategic Processes
What needs to be done?
The day-to-day tasks for FITS Service Level Management link directly into the implementation of the other processes.
In order to build on the 'guesstimate' measurements you added to the service catalogue when working through the Service Level Management implementation guide, you need to capture some real data. A section on measurements is included in each of the other processes to help you to do this.
You will use the data you gather to create a report on the overall service actually being provided. This will form the basis for discussion and review by ICT/technical support and, eventually, end-user representatives.
Implement FITS processes
Each FITS process has its own recommended measurements. By carrying out the full implementation and operations instructions for each process, you will collect some relevant measurements that you can use to create a service report. It is not necessary to wait until all processes have been implemented to start producing a service report - all information is helpful. The report should include the following types of information: period of report, reactive statistics, proactive statistics and change statistics.
Period of report
State the period of time the report covers. Reports should be regular rather than random - this helps you to interpret trends and fluctuations more easily.
Reactive statistics
Include useful statistics on the handling of incidents and requests that indicate the level of service being provided.
Proactive statistics
Include measurements that indicate that preventative action is being taken.
Change statistics
Include an indication of the number of technical improvements and new services provided in the period.
We have created a service report template, available in our toolkit section, to help you get started. See also our example service report for assistance in completing the template.
Produce service report
Each FITS process has its own recommended measurements. By carrying out the full implementation and operations instructions for each process, you will collect some relevant measurements that you can use to create a service report. It is not necessary to wait until all processes have been implemented to start producing a service report - all information is helpful. The report should include the following types of information: period of report, reactive statistics, proactive statistics and change statistics.
Period of report
State the period of time the report covers. Reports should be regular rather than random - this helps you to interpret trends and fluctuations more easily.
Reactive statistics
Include useful statistics on the handling of incidents and requests that indicate the level of service being provided.
Proactive statistics
Include measurements that indicate that preventative action is being taken.
Change statistics
Include an indication of the number of technical improvements and new services provided in the period.
We have created a service report template, available in our toolkit section, to help you get started. See also our example service report for assistance in completing the template.
When does it need doing?
Operational Task
Frequency
Implement FITS processes
The implementation of each FITS process is a one-off activity that is subject to individual review and re-implementation as necessary.
Consider process enhancements only after each process has been introduced and operated for a period of time.
Produce service report
Produce service reports regularly, not randomly. Random reports make it hard to identify trends. Choose a frequency and structure and stick to it for a while, then review its suitability and adjust accordingly. Avoid introducing change with every report to allow the 'picture' to build.
Review service levels
Review all service reports when soon after have been produced. Reports are of no value if they are not acted on and they are hard to follow up if they are old.
Who does it?
Operational Task
Frequency
Implement FITS processes
The person responsible for ICT technical support, with the overt backing of the headteacher, should direct the implementation of the FITS processes.
Produce service report
The service manager is responsible for producing service reports, but may delegate aspects of this task as appropriate.
Review service levels
Service levels should be reviewed, in the first instance, by those responsible or involved in ICT technical support, led by the person who is responsible for this function overall.
It may be appropriate to involve the headteacher in the early stages to demonstrate the importance of FITS.
Operational resources
We recommend that you review the following processes that are included in the FITS Practitioner course for further information.
- Service Desk
- Incident Management
- Problem Management
- Change Management
- Configuration Management
- Release Management
In addition to the above processes see the following processes and guidance available in the Manager course and included here.
- Availability Management
- Capacity Planning
- Service Continuity
- Financial Management
- Service report template
- Example service report
Members Only Content - Please LOGIN OR purchase below
FITS Member
This content is for members only. Please purchase below to get instant access.
Special Limited Time Offer
Get full member access for only £4.95/m
I am currently offering full access to the members area for a very special rate.
Already a member? - Login Here
Some content on this website is provided under the provisions of the Open Government License.
All other content including, but not restricted to, website design, images logos, etc.
Copyright © 2020 - FITSEd. All Rights Reserved
