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fits pocket guide

fits pocket guide

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Published by James Burke

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Published by: James Burke on Sep 22, 2007
Copyright:Attribution Non-commercial

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10/14/2011

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FITS
pocket guide
Millburn Hill RoadScience Park CoventryCV4 7JJ Tel:024 7641 6994Web:http://www.becta.org.uk 
FITS (Framework for ICT Technical Support)email:
fits@becta.org.uk 
Web:
http://www.becta.org.uk/leaders/technicalsupport
10/DD04-05/1024/075/PC/2K 
A complementary publication to theFramework for ICT Technical Support (FITS),developedby Becta and freely available on the Becta website
http://www.becta.org.uk/leaders/technicalsupport
 
About this guide
 This pocket guide is designed as a handy referencebook for anyone involved in ICT management orday-to-day technical support in schools.It can also beused by anyone defining ICT or technical supportstrategy in schools.The guide is complementary to theFramework for ICT Technical Support (FITS),developedby Becta and freely available on the Becta website.
http://www.becta.org.uk/leaders/technicalsupport
In this guide we explain the processes of FITS,which cover the four main functions of technicalsupport provision:ReactiveProactiveChangeStrategic.Based on FITS best practice,the advice given withinthis set of guidelines is neither definitive norprescriptive.It is of benefit and applicable to allschools irrespective of size or the technology in use. The guidelines should be adapted and adopted to fiteach school individually,based on the school’sresources and needs. The key message we want to reinforce is that ICTservices are there solely to support the school and itsefficient and effective operation.
 
Introduction to FITS
FITS stands for Framework forICT Technical Support and is based onthe IT Infrastructure Library (ITIL).ITIL is derived from the collective experiences of ICTtechnical support providers all over the UK.It representstheir learning curve over the last 20 years and has beendistilled into a set of common processes applicable toany establishment using ICT.FITS is designed to enableyou to implement the processes successfully andavoidall the mistakes commonly made.The emphasis ison proactive tasks as well as reactive ones.Technicalsupport is not just a function responsible for resolvingincidents,but a service provider whose main objective isincident prevention.We see this as the ultimate goal of technical support and aim to help you make it happen.Here are just a few of the many benefits FITS offers:the benefit of 20+ yearsexperience of developingICT technical support techniquestried and tested processes,adapted with theschool environment in mindsimplified processes ready for immediate usetemplates,checklists and downloads that can beused as they are or personaliseda quick-start approach to help you make the bestuse of time and resources and see quick resultsseparated administrative and technical tasks to helpyou assign the most appropriate resourceshelp in keeping costs to a minimumhelp to protect teachers from getting tooinvolved in technical support issueshelp in measuring technical support.
3
Contents
Introduction to FITS3
Processes of FITS
4
Where to start
5
Roles and resources
6
 Technical support strategy
7
Measuring the performance of technical support
8
 Tools for technical support
8Service Desk10Incident Management14Problem Management18Change Management22Release Management26Configuration Management30Availability and Capacity Management34
Preventative Maintenance
36
Network Monitoring
39Service Level Management42Service Continuity Management46Financial Management50Further guidance and contact points54

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