Best practice has a number of common themes that characterise it.
Each of these contributes to a quality technical support service.
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Repeatable processes
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Benefits
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An efficient and effective way of performing the same
or similar tasks a number of times without
unnecessary variation - for example:
- the handling of computer incidents
- the planning of technical changes
- the building of a computer operating system.
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- Simplified training for those carrying out the
tasks.
- Time not spent reinventing the wheel.
- Reduction in incidents caused by variations
in installations.
- The FITS processes are repeatable
processes.
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Project Management
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Benefits
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A method for managing all projects to be used in all
aspects of best practice - for example:
- in the implementation of best practice processes
themselves
- within the context of the processes when
implementing ICT systems or planning change.
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- Objectives are set and clear at the outset of
the project.
- Timescales and budgets are set and
adhered to.
- Consistent planning is carried out.
- Relevant parties are communicated with.
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Consistency
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Benefits
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A common and reliable approach achieved through
having repeatable processes and a standard project
management method. It should apply to all things - for
example:
- the questions asked of a user reporting an incident
- the rigorousness of testing before the release of a
new product
- the type and frequency of data collected for
measurements and reports
- the regularity of reports.
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- It creates a professional image.
- It sets expectation.
- Consistency is easier to manage than
inconsistency.
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Customer care
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Benefits
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Empathy with end users and their needs
achieved through good communication and
understanding from their perspective.
Remember that
- ICT is a means to an end, not an end itself
- ICT is not as important as its purpose
- ICT is different things to different people
- one person's unimportant printer problem
is another person's crisis.
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- Properly focused technical support.
- Priorities that are important to the
school as a whole.
- A productive and successful school.
- Happy users.
- Happy technicians!
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Free flow of information between all parties.
Communication must occur between:
- ICT/technical support staff and those in charge of
the school
- ICT/technical support staff and users
- ICT/technical support staff and suppliers
- ICT/technical support staff and their colleagues.
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- Mutual understanding between users and
technical support.
- Mutual understanding within technical
support.
- Ability to present a unified, knowledgeable
front.
- Customer focus and care.
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Tools can be used to aid communication - for example:
- a shared log of incidents
- email can be used to circulate notification of
technical change and downtime of systems
- user documentation can be published to
communicate standard procedure information.
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- Anyone with access shared systems can
provide a user with a status update.
- Email is a fast way of communicating with a
number of people at once.
- User documentation can be created once
and used often.
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There are many things to communicate, for example:
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Communication
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Between
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The occurrence of an incident on a computer in a classroom.
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ICT user - technical support
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The status of a reported incident and estimated time to fix.
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Technical Support - ICT user
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The impact of a technical change scheduled to take place later
in the week.
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ICT/Technical Support - all ICT users
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The addition of 10 new computers to the overall hardware
maintenance requirement.
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ICT/Technical Support - Supplier
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The strategic need to implement a new suite of equipment to
meet curriculum requirements.
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School Management/Head Teacher - ICT
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The procedure for logging incidents and what the technical
support function can and can't do.
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Technical Support - all ICT users
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