The FITS processes are listed below and match in name and definition the processes of the IT
Infrastructure Library. We have adapted the processes themselves to form a manageable and
relevant set of procedures that are ready to be implemented in schools.
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Service Desk
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The single point of contact within the IT organisation for users
of IT services.
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Incident Management
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To detect, diagnose and resolve ICT incidents as quickly as
possible and minimise their adverse impact on normal operation.
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Problem Management
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The detection of the underlying causes of incidents and their
resolution and prevention.
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Change Management
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The managed and recorded introduction of changes to
hardware, software, services or documentation to minimise
disruption to ICT operation and maintain accurate
configuration information.
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Configuration
Management
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A database which contains all relevant details of each ICT
asset otherwise known as a configuration item (CI) and
details of the important relationships between CI's
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Release Management
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To plan, test and manage the successful rollout of software
and related hardware. To define release policy and to
ensure that master copies of all software are secured in a
Definitive Software Library.
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Availability and
Capacity Management
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To ensure that ICT services are available for use
consistently as agreed., To ensure that all ICT processing
and storage capacity provision match present and evolving
needs.
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Service Level
Management
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The process of defining, agreeing and documenting the
service levels that are acceptable and achievable and
monitoring actual performance against these levels
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Service Continuity
Management
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To minimise the impact on ICT service of an environmental
disaster and put in place and communicate a plan for
recovery
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Financial Management
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To ensure that the ICT and technical resources are
implemented and managed in the most cost effective way.
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