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Improving ICT technical support

Improving ICT technical support

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Improving ICT technical support

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  1. Improving ICT technical support

  2. Becta training • ‘Implementing a framework for ICT technical support’ • To enable network managers to provide reliable ICT facilities • To promote improved communication between technical support and end-users Framework for ICT Technical Support

  3. Purpose of this presentation • to share our vision of a better service and enlist your support in achieving it Framework for ICT Technical Support

  4. What is in this presentation? • What is FITS? • Pros and cons of implementing FITS • Consequences of not implementing FITS • Why should we use it? • What will it mean? • What next? Framework for ICT Technical Support

  5. FITS • Framework for ICT Technical Support • A best practice framework developed by Becta • Based on the IT Infrastructure Library (ITIL) • Tailored specifically for schools Framework for ICT Technical Support

  6. Pros of implementing FITS • Supports the school’s ICT improvement agenda • Improved communication between technical support and users • Technical support workload will be more predictable and therefore more manageable • The processes and some basic tools are free • We create a sustainable service Framework for ICT Technical Support

  7. Cons of implementing FITS • Technical support staff and user representatives will need to find time to agree the requirements of ICT and take part in the processes • Commitment is required from everyone to ensure that new methods stick • It will take time for culture change Framework for ICT Technical Support

  8. Consequences of not implementing FITS • Technical support workload will be mostly unmanageable • Planned work and projects will be disrupted by fire-fighting • The technical support service may be perceived as inadequate • Users may become disillusioned with ICT • ICT is likely to spiral out of control and be a drain on resources Framework for ICT Technical Support

  9. So let’s make it happen! Framework for ICT Technical Support

  10. Framework and Lifecycle Framework for ICT Technical Support

  11. Why should we use FITS? • Its proactive approach will help us to be more user focused • It will help us to control ICT and technical support through repeatable processes • It will help us to measure the efficiency and effectiveness of technical support • It will help us to sustain technical support through documenting what we do Framework for ICT Technical Support

  12. What will it mean? • Changes to the way we do things • Changes to the way you do things • One way of doing things for all – fundamental to consistency. • Some examples of the new way follow … Framework for ICT Technical Support

  13. Reactive processes - example Framework for ICT Technical Support

  14. Reactive processes - example Framework for ICT Technical Support

  15. Proactive processes - example Framework for ICT Technical Support

  16. Proactive processes - example Framework for ICT Technical Support

  17. Change processes - example Framework for ICT Technical Support

  18. Change processes - example Framework for ICT Technical Support

  19. Strategic processes - example Framework for ICT Technical Support

  20. Strategic processes - example Framework for ICT Technical Support

  21. Typical pattern for implementing FITS • Improve reactive support to make time • Implement change processes to ensure new services don’t generate unnecessary problems • Implement proactive processes to clear up recurring problems and pre-empt new ones • Consider the overall strategy with school leaders for continuous improvement Framework for ICT Technical Support

  22. What are the next steps? • Identify key participants • Agree our priorities • Analyse the gap between the framework and what we already have in place • FITS will be used to develop what we already have, not reinvent it Framework for ICT Technical Support

  23. What is needed to make it work? • Commitment from everyone – school leaders, users, technical support staff • Participation – the new processes must apply to everyone • Realistic expectations – this is a lifestyle change that will take time • But the result will be sustainable efficient and effective technical support Framework for ICT Technical Support

  24. British Educational Communications and Technology Agency (Becta)Millburn Hill RoadScience ParkCoventry CV4 7JJTel:+44(0)24 7641 6994Email: Becta@becta.org.ukWeb: www.becta.org.uk