An introduction to good service management
In the FITS Introduction course we provide your staff with an introduction to good service management – the FITS way.
It is important that all of your staff, both technical and teaching staff, have an appreciation of what constitutes good service management and how FITS achieves it.
This should include everyone in the school. FITS is a whole school framework that requires everyone in your organisation to be working to the same standard, using the same processes, in order to gain maximum benefit from it.
The FITS Introduction course is a one day seminar style course that can be undertaken on your own premises, with one of our training partners or at our central training location.
There is no examination for the FITS Introduction course but all delegates receive a certificate of completion.
The FITS Introduction course covers the core principles of service management including:
Service Desk, Incident & Problem Management, Change Management and SecurityManagement. Course candidates are provided with supporting courseware.
In the FITS Introduction course you will learn:
- the principles of good service management
- the key elements of a service desk and the benefits gained from implementing a single point of contact
- how to identify items of equipment that are costly to maintain
- how to identify the root cause of recurring incidents, eliminate them to reduce the cost of ICT support and improve your return on investment
- how to manage change in your organisation in an effective, structured way
- how to take control of the security implications affecting your establishment, staff and pupils
The FITS Introduction course provides delegates with an overview of the main elements of good service management and is suitable for all staff working in a service department.
It starts out by providing an overview of the FITS framework and the processes that are included within it.
We then provide an appreciation of a service desk – a single point of contact for recording ALL support incidents. Only by recording ALL incidents can you identify recurring issues,
patterns of failure and trends.
Other topics covered are:
Incident Management where you analyse the base data
Problem Management where you then identify the root cause of recurring incidents and potential future issues
Change processes where you gain an understanding of the impact of change on your organisation
Configuration Management which emphasises the importance of creating and maintaining an up-to-date record of all the components of the ICT infrastructure, including related documentation
Security Management where we introduce the topics of e-safety and security management and discuss the importance of security processes within your environment
The FITS Introduction course is priced at £200 per person.
