Introduction
There are a number of processes involved in providing technical support. Some are reactive and deal with incidents as they occur. Others are proactive and are aimed at preventing incidents in the first place or generally improving the service. FITS contains all of the processes you need for efficient and effective technical support.
Each time technical support staff identify (or respond to) an ICT-related incident, log it, investigate it, diagnose and resolve it, they are carrying out a process. In many organisations, this process is haphazard and involves ‘fire-fighting’ rather than managing and controlling ICT services. FITS is a framework of guidelines designed especially with schools in mind, to ensure that ICT services are efficient, effective and good value for money.
Based on good practice in ICT support, FITS can be used in all schools irrespective of size or the technology in use. The guidelines should be adapted and adopted to fit each school individually, based on the school's resources and needs.
The benefits of using FITS
The emphasis of FITS is on proactive tasks as well as reactive ones. It views technical support not just as a function responsible for resolving incidents, but as a service provider whose main objective is to prevent incidents from occurring in the first place. We see this as the ultimate goal of technical support and we aim to help you make it happen.
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There are many benefits of FITS. Here are just a few:
It contains tried and tested processes that have been adapted with the school environment in mind.
It provides a simplified and practical approach that can be introduced step by step at your own pace.
It contains templates, checklists and downloads that can be used as they are or personalised.
Its quick-start approach will help you make the best use of time and resources available and see quick results.
It separates administrative tasks and technical tasks to help you assign the most appropriate resources.
It helps you to measure the effectiveness of technical support and keep ICT costs to a minimum.
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Secondary schools and larger primary schools that undertake their own technical support will benefit from implementing all of the FITS processes.
Even if you currently have a means of recording and monitoring incidents, FITS can help you to identify areas of your ICT support services that could be improved, and provide management information that may help you argue the case for increased resources.
If your school relies on an external provider for the majority of your ICT management and support, you will find that FITS will help you control and manage the ICT provision in your school.
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