ICT

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Benefits of using FITS
Debbie Wiggins FITS project manager
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What is so special about technical support?

• WITHOUT INFRASTRUCTURE AND ICT SUPPORT
• THERE IS NO ICT

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What does poorly performing ICT management look
like?
No direction, no time, teacher pressure, no one
listening
Communication
Ownership
Planning
Training
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What does successful ICT management look like?
Successful ICT is transparent and dependable
FITS
Problem mgt Network monitoring
Service desk Incident mgt
Financial mgt Service Level mgt Service
continuity
Change mgt Release mgt Configuration mgt
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What is FITS?

• Framework for ICT Technical Support
• FITS is developed from best practice processes
  and designed with schools and colleges in mind
• FITS provides 10 processes required for efficient
  and effective administration of service delivery
  organised into four groups.

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FITS
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Processes are easy!
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Example definition?

• Ball in Play
• A ball is in play as soon as the player has
  made a stroke on the teeing ground.
• It remains in play until it is holed, except
• when it is lost, out of bounds or lifted, or
  another ball has been substituted whether or not
  the substitution is permitted a ball so
  substituted becomes the ball in play.

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And a bit more!

• If a ball is played from outside the teeing
  ground when the player is starting play of a
  hole, or when attempting to correct this mistake,
  the ball is not in play and Rule 11-4 or 11-5
  applies.
• Otherwise, ball in play includes a ball played
  from outside the teeing ground when the player
  elects or is required to play his next stroke
  from the teeing ground.
• Exception in match play Ball in play includes a
  ball played by the player from outside the teeing
  ground when starting play of a hole if the
  opponent does not require the stroke to be
  cancelled in accordance with Rule 11-4a.

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FITS is little ITIL

• If you are unable to follow best practice, does
  that mean you are currently following poor
  practice?

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Start where the need is greatest
Strategic Processes
Change Processes
Implement the plan
Have a plan
Develop the strategy
Who, when, how introducing new stuff or change
Realistic Service Level Agreements
Release software after testing for compatibility
What to do when disaster strikes
Knowing what you have and how its setup
Manage the costs
Proactive Processes
Reactive Processes
Check the implementation works
Fix issues with the implementation
Single point of contact for logging faults
Monitor equipment fix before failure

Is there enough capacity for planned use
Incident resolution includes quick fixes,
knowledge base, spares!
Identify trends and seek strong solutions to
problems
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Is FITS just for technicians?

• Every user of ICT equipment
• How to log calls
• How to use a knowledge base
• Common errors to avoid
• What level of service to expect
• All who plan use of budgets
• Developing future use of technology

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Service Desk logging calls

• What happens
• users know their call for support will be
  actioned
• calls can be planned
• calls will be actioned on time
• reports can be produced

• What stops
• corridor call logging
• lost calls
• random wandering
• simple mistakes

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Incident Management

• What happens
• Service restored quickly
• Quick fixes part of solution
• Efficient results
• Users can get on with their job
• Confident users

• What stops
• Wasted time waiting
• Chase up calls where are you?
• Perfectionism!

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Problem Management

• What happens
• standard approach to solving problems
• reduction in incidents
• permanent solutions
• learning from experience

• What stops
• each technician having their own style
• repeat failures
• unclear resolution
• informed, trained technicians

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Change Management

• What happens
• changes are planned
• software upgrades can be tested before rollout
• staff approve changes

• What stops
• constant tweaking at critical times
• things that used to work going wrong
• he who shouts loudest gets priority action

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What does FITS cost?

• FITS is freely available
• The rest is up to the leadership team,
  technicians and all staff
• Planning PLAN
• Commitment
• Understand
• Prepare
• Promote DO
• Support
• Maintain
• Review and improve REVIEW

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Total annual expenditure on ICT
Primary
Secondary
User self support Formal support Consumables Train
ing Internet / LAN Software Hardware
On average 60 allocated to technical support
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Data from BectasTotal Cost of Ownership research
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Cost effective ICT support

• A simple formula
• affordable ICT initial costs
• affordable ICT ongoing costs
• continuing ICT

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Ensure you keep the key skills

• Ownership
• Communication
• Planning
• Feedback
• Continuous improvement

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Where has FITS been successful?

• FITS made the technical support staff aware of
  what they were not doing by identifying big holes
  in the service and enabling them to work out
  solutions to improving service delivery and
  making it more process driven and robust
• Birley Community College, Sheffield

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Framework for ICT Technical Support
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Outcomes from using ICT

• shared ideas, more exciting lessons
• more motivating ways of learning
• more choice about how and where to learn
• innovative teaching environment
• collaboration of effective good working practices
• cost effective
• great place to work
• transform teaching and learning
• improve outcomes for children and young people

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Everyone has a technique
Life! Dont talk to me about life!
Ill be with you in a minute
Yes, Ive logged your call
Im so cute youll let me get away with anything
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Next steps
Framework for ICT Technical Support

• Case studies volunteer sites needed for
  FITS for FE
• Website toolkit
• PDF downloads
• Pocket guide
• Assessment
• Expert workshops

www.becta.org.uk/fits www.becta.org.uk/tsas engage
_at_becta.org.uk