A process is a chain of events starting with an input and ending with an output. For example, the
actions of identifying, logging, investigating, diagnosing and resolving an incident on a computer is
a process. You could have a slightly different process each time if the tasks required in are your
head but it is more efficient and effective if your process is the same each time. A good process is
simple with no unnecessary steps, forms or handovers. Administration should not take more time
than the job itself!
There are a number of process involved in providing technical support. Some are reactive and deal
with incidents as they occur. Some are proactive and are aimed at preventing incidents in the first
place or generally improving the service. FITS contains all the processes you need for efficient
and effective technical support.
The FITS processes are based upon the IT Infrastructure Library (ITIL) processes and have been
tailored so that they are more directly relevant to providing technical support in schools. We have
kept each process separate so that you can apply each one in the way that is most suitable for
your school. Once you have implemented a FITS process though, it becomes your process. Each
process must have an owner who is responsible for making sure that it is followed and that any
changes to it are approved.
It is a good idea to include the implementation of processes in the technical support strategy. This
can be developed from year to year to make continuous improvement.
