If you have the same problem occurring time after time with your ICT and it never gets fixed properly, you need the FITS problem management process.


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


The objectives of this section are to enable you to:

understand the difference between incidents and problems
understand when a quick fix is not enough to resolve a problem permanently
decide whether you need to implement problem control
understand how to implement the problem management process
understand how to achieve work-arounds and solutions
decide which problem management reports your school requires and how to produce them.


The topic is arranged in the following sections:

An introduction to the problem management process including the roles and responsibilities involved.

Implementation guide
A guide to implementing the problem management process with plans and options.

Operations guide
A guide to the ongoing operation of the problem management process, with tools and guidance.

Examples and templates for this process.

Roles and responsibilities
All roles and responsibilities for this process collected together.

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.

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