{"id":1627,"date":"2020-10-21T09:07:08","date_gmt":"2020-10-21T09:07:08","guid":{"rendered":"https:\/\/fitsed.org\/members\/service-level-management\/implementation-guide-cloned-at-2021-02-02-133125\/"},"modified":"2021-12-15T09:13:59","modified_gmt":"2021-12-15T09:13:59","slug":"operations-guide","status":"publish","type":"page","link":"https:\/\/fitsed.org\/members\/service-level-management\/operations-guide\/","title":{"rendered":"Operations Guide"},"content":{"rendered":"

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Module 7: Strategic Processes<\/h2>\n
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    What needs to be done?<\/h2>\n

    The day-to-day tasks for FITS Service Level Management link directly into the implementation of the other processes.<\/h2>\n

    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. <\/h2>\n

    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.<\/h2>\n

    Implement FITS processes<\/h2>\n

    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.<\/h2>\n

    Period of report<\/h2>\n

    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.<\/h2>\n

    Reactive statistics<\/h2>\n

    Include useful statistics on the handling of incidents and requests that indicate the level of service being provided.<\/h2>\n

    Proactive statistics<\/h2>\n

    Include measurements that indicate that preventative action is being taken.<\/h2>\n

    Change statistics<\/h2>\n

    Include an indication of the number of technical improvements and new services provided in the period.<\/h2>\n

    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.<\/h2>\n

    Produce service report <\/h2>\n

    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.<\/h2>\n

    Period of report<\/h2>\n

    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.<\/h2>\n

    Reactive statistics<\/h2>\n

    Include useful statistics on the handling of incidents and requests that indicate the level of service being provided.<\/h2>\n

    Proactive statistics<\/h2>\n

    Include measurements that indicate that preventative action is being taken.<\/h2>\n

    Change statistics<\/h2>\n

    Include an indication of the number of technical improvements and new services provided in the period.<\/h2>\n

    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.<\/h2>\n

    When does it need doing?<\/h2>\n

    Operational Task<\/h2>\n

    Frequency<\/h2>\n

    Implement FITS processes<\/h2>\n

    The implementation of each FITS process is a one-off activity that is subject to individual review and re-implementation as necessary.<\/p>\n

    Consider process enhancements only after each process has been introduced and operated for a period of time.<\/p>\n

    Produce service report<\/h2>\n

    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.<\/p>\n

    Review service levels<\/h2>\n

    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.<\/p>\n

    Who does it?<\/h2>\n

    Operational Task<\/h2>\n

    Frequency<\/h2>\n

    Implement FITS processes<\/h2>\n

    The person responsible for ICT technical support, with the overt backing of the headteacher, should direct the implementation of the FITS processes.<\/p>\n

    Produce service report<\/h2>\n

    The service manager is responsible for producing service reports, but may delegate aspects of this task as appropriate.<\/p>\n

    Review service levels<\/h2>\n

    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.<\/p>\n

    It may be appropriate to involve the headteacher in the early stages to demonstrate the importance of FITS.<\/p>\n

    Operational resources<\/h2>\n

    We recommend that you review the following processes that are included in the FITS Practitioner course for further information.<\/h2>\n

    Service DeskIncident ManagementProblem ManagementChange ManagementConfiguration ManagementRelease Management<\/p>\n

    In addition to the above processes see the following processes and guidance available in the Manager course and included here.<\/p>\n

    Availability ManagementCapacity PlanningService ContinuityFinancial ManagementService report templateExample service report<\/p>\n

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    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. […]<\/p>\n","protected":false},"author":4,"featured_media":0,"parent":1603,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"op_builder_blank","meta":{"footnotes":""},"class_list":["post-1627","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/pages\/1627","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/comments?post=1627"}],"version-history":[{"count":1,"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/pages\/1627\/revisions"}],"predecessor-version":[{"id":2359,"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/pages\/1627\/revisions\/2359"}],"up":[{"embeddable":true,"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/pages\/1603"}],"wp:attachment":[{"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/media?parent=1627"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}