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 1. What is FITS?  
 2. Quick Start  
 3. Full overview of FITS  
 What are the themes of 'best practice'? 
 What are the FITS processes? 
 What value can be added to the processes?  
 4. Approach to implementing FITS  
 Cyclic implementation  
 Standard format for each process  
 Critical success factors  
 5. Implementation of FITS  
 Functions of best practice  
 Where to start  
 Roles and resources  
 6. Understanding technical support 
 Role of Technical Support 
 Technical Support Strategy 
 Defining a Technical Support Strategy  
 Management of Technical Support  
 Processes  
 7. Tools for technical support 
 General tools  
 Process tools  
 Knowledge bases  
 Specialist tools  
 8. Measuring the performance of technical support 
 External metrics  
 Internal metrics  
FITS Introduction
What is FITS? Quick Start Full overview of FITS Approach to implementing FITS Implementation of FITS Understanding technical support Tools for technical support Measuring the performance of technical support
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