Toolkit

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Module 8: Strategic Processes

> Service Level Management

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Service Level Management

Introduction to Service Level Management

Do you currently measure the performance of ICT at your school? Service level management can help you to do this.

Aim

The aim of this section is to introduce the topic of service level management and to help you implement the process in your school with a minimum of preparation and training.

Objectives

The objectives of this section are to enable you to:
understand the concept and benefits of service level management
understand what is involved in the process of service level management
understand the roles and responsibilities in service level management
implement a basic service level management process in your school
continue to operate this service level management process
identify useful measurements to gain benefit from the service level management process you have implemented
review your implementation and summarise your progress.

Structure

The topic is arranged in the following sections:

Topic home page

Aim and objectives of this section

Overview

An introduction to the service level management process including the roles and responsibilities involved

Implementation guide

A guide to implementing the service level management process with direct links to templates and examples

Operations guide

A guide to the ongoing operation of the service level management process with direct links to templates and examples

Roles and responsibilities

All roles and responsibilities for this process collected together in one area

Review

A summary of the process and what you should have achieved, plus a checklist to help you identify whether you need to revisit any of the materials

Toolkit

All of our examples and templates for this process collected together in one area

The Becta Self review framework (SRF), which is now being administered by Naace, offers you a route for assessing and improving your school's use of ICT. Based on maturity models, the framework allows you to benchmark against established best practice and helps to create an action plan for improvement.
If you haven't taken the opportunity to undertake the SRF yet, we recommend that you do so as part of implementing FITS.

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