{"id":764,"date":"2020-10-21T09:07:08","date_gmt":"2020-10-21T09:07:08","guid":{"rendered":"https:\/\/fitsed.org\/members\/service-desk\/roles-and-responsibilities-cloned-at-2020-12-29-111738\/"},"modified":"2021-12-15T17:40:35","modified_gmt":"2021-12-15T17:40:35","slug":"process-review","status":"publish","type":"page","link":"https:\/\/fitsed.org\/members\/service-desk\/process-review\/","title":{"rendered":"Process Review"},"content":{"rendered":"

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Module 4: Reactive Processes<\/h2>\n
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    <\/ol><\/div>\n

    Service Desk<\/h2>\n

    The process review is to help you examine your implementation and operation of a service desk, check your understanding of the process, compare it with what a successful implementation should look like, and consider what you have achieved by introducing it into your school. This will help you to assess how successful its introduction has been and direct you to parts of FITS service desk that you should revisit if necessary.<\/p>\n

    Recap the process<\/h2>\n

    In FITS service desk we introduced the concept of having a single point of contact for co-ordinating incidents and problems.<\/p>\n

    an implementation guide with step-by-step instructions to help you implement an entry-level service desk designed with secondary schools in mindan operations guide outlining the day-to-day activities you must perform to maintain the process and reap the benefitsdescriptions of the roles and responsibilities and guidance on how to assign them.<\/p>\n

    Summary<\/h2>\n

    Role<\/p>\n

    Responsibilities<\/p>\n

    Create a single point of contact<\/p>\n

    Select the most appropriate place and people for the service desk.The place should be accessible and centralThe people should be available at all (defined) times and have good customer-facing and administrative skills.<\/p>\n

    Implement the tools<\/p>\n

    Put in place the methods of communication needed for end-users to be able to contact the service desk, for example:<\/p>\n

    a single telephone numbera single email addressan answering machine or voicemail.<\/p>\n

    Put in place a method for recording the details of incidents and problems and keeping track of them when they have been assigned to technical staff for resolution. We have provided some basic tools for you to use as they are or tailor accordingly:<\/p>\n

    incident record templateproblem record templateincident log templateproblem log template.<\/p>\n<\/p>\n

    Tell end-users how to report incidents<\/p>\n

    Publish details about the service desk, including:<\/p>\n

    telephone numberother methods of contacthours of operation<\/p>\n

    Make it easy for end-users to use the service desk and encourage them to do so:<\/p>\n

    Have a formal launchProvide a poster outlining the contact procedureGet support from senior school staffPublish a user handbook.<\/p>\n

    Manage incidents and problems<\/p>\n

    Follow the FITS incident management and FITS problem management processes to handle incidents and problems.<\/p>\n<\/p>\n

    Assess your implementation<\/h2>\n

    Answer ‘yes’ or ‘no’ to the following questions. If you answer No to any of the questions, follow the guidance for resolution.<\/p>\n

    Characteristics of a successful process<\/p>\n

    Yes<\/p>\n

    No – Follow the guidance below<\/p>\n

    You have assigned all roles and responsibilities<\/p>\n<\/p>\n

    Revisit the roles and responsibilities section for guidance.<\/p>\n

    All staff involved understand the purpose and requirements of the service desk<\/p>\n<\/p>\n

    Guide them through FITS Service Desk. In particular, make sure that technical staff are aware that they must not accept incidents directly from end-users. If they do, they will undermine the process and make it impossible to enforce.<\/p>\n

    Technical staff can work on their priorities free from unnecessary interruption<\/p>\n<\/p>\n

    Identify a single point of contact and set up communications.<\/p>\n

    Incident and problem record forms are available<\/p>\n<\/p>\n

    Download and use the incident record template and the problem record template.<\/p>\n

    Incident and problem logs are set up<\/p>\n<\/p>\n

    Download and use the incident log template and the problem log template.<\/p>\n

    A procedure describing how to report incidents has been documented and distributed to end-users<\/p>\n<\/p>\n

    Download the technical support charter template and personalise it with your details. Issue it to all staff as part of a formal launch of the service desk.<\/p>\n

    End-users, without exception, report incidents to the service desk, not directly to technical staff<\/p>\n<\/p>\n

    Remind end-users of the benefits of using the service desk and explain the ways in which the new procedure provides them with better customer service than previously. The section ‘launch the service desk’ lists some examples of the benefits of the new procedure and the disadvantages of the old way of working.<\/p>\n

    You have the backing of school leaders and they visibly support your aims.<\/p>\n<\/p>\n

    Enlist the support of school leaders before you try to implement the service desk. For it to work, not even the most senior member of school staff should be exempt from the procedure for reporting incidents. It makes sense that the most senior member of school staff set the right example and insist on compliance from everyone.<\/p>\n

    Technical staff can work on their priorities free from unnecessary interruption.<\/p>\n<\/p>\n

    Identify a single point of contact and set up communications.<\/p>\n

    Continuous improvement<\/h2>\n

    By giving continuous attention to processes, you keep them alive and ensure their long-term success. Now you have implemented a basic service desk you should check that it is effective in delivering the expected benefits. If the process is effective you should make it as efficient as possible, by making improvements to the way in which you perform it. This means that you get the most benefit from the minimum of effort.<\/p>\n

    Improving process effectiveness<\/h2>\n

    An effective service desk should be providing you with:<\/p>\n

    the central reporting and co-ordination of ICT incidentsend-users who understand and follow the procedure for reporting incidentsproactive progress reports being provided to end-users who have reported incidentstechnical staff who are able to carry out scheduled work without the unnecessary interruption of new requirementscentral co-ordination of problems.<\/p>\n

    Perform these actions at regular intervals as soon as you have implemented the service desk. When you are confident that it is working as it should be and those involved are comfortable with what they have to do, you may consider improving process efficiency. You must continue to perform the effectiveness actions regularly though, to make sure that changes to the way you carry out the process do not undermine its success.<\/p>\n

    Actions<\/h2>\n

    Monitor service desk activities<\/p>\n

    Regularly review sample incident and problem records to make sure that all sections are being filled in and the information provided is appropriate.<\/p>\n

    Check links between incident and problem records to make sure that underlying causes are being addressed and incidents are being processed in a timely manner. Check that there is no misunderstanding about the difference between an incident and a problem.<\/p>\n

    Ask end-users about their experiences of using the service desk. Is the telephone always answered? Are their messages responded to? Do they get prompt feedback about the status of their incidents? Consider carrying out a user satisfaction survey or just call a selection of people at random and ask them.<\/p>\n

    Review the implementation of the service desk<\/p>\n

    Use the implementation assessment to review your implementation on a regular basis. Even if you answered ‘yes’ to every question in the past, many factors can affect your process at any time, such as conflicting priorities and changes in staff.<\/p>\n

    Make improvements<\/p>\n

    Use your findings from monitoring activities and the implementation assessment to identify improvements and make them. Small, incremental changes are sufficient to keep the momentum going and demonstrate your commitment to success.<\/p>\n

    Improving process efficiency<\/h2>\n

    A fully efficient service desk would include:<\/p>\n

    multiple methods of contact using up-to-date techniquesfull cover during agreed availability times, with no recourse to the use of voicemail or answering machine for message takingdevelopment of service desk staff technical skill and the provision of remote first-level technical supportremote access to end-user computers to assist in the provision of remote first-level technical supportincreased scope of service desk responsibility.<\/p>\n

    Work on these actions only when you are satisfied that your process is working properly and you have followed the actions to improve process effectiveness. You must continue to monitor the effectiveness of the process when you start to improve efficiency, to make sure that it is not adversely affected.<\/p>\n","protected":false},"excerpt":{"rendered":"

    Module 4: Reactive Processes Service Desk The process review is to help you examine your implementation and operation of a service desk, check your understanding of the process, compare it with what a successful implementation should look like, and consider what you have achieved by introducing it into your school. This will help you to […]<\/p>\n","protected":false},"author":4,"featured_media":0,"parent":248,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"op_builder_blank","meta":{"footnotes":""},"class_list":["post-764","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/pages\/764","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=764"}],"version-history":[{"count":1,"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/pages\/764\/revisions"}],"predecessor-version":[{"id":2443,"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/pages\/764\/revisions\/2443"}],"up":[{"embeddable":true,"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/pages\/248"}],"wp:attachment":[{"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/media?parent=764"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}