The technical support strategy should focus on how to deliver the ICT services that are required.
What those services are should be determined by the overall ICT strategy as defined by the end-
users. Technical support staff should, by all means, offer suggestions and input to the overall ICT
strategy. A good relationship between those carrying out technical support (service providers) and
leaders and users within the school (customers) should be as interactive as possible. Each party
has its own specialisms and can contribute to the overall success of the ICT infrastructure.
Technical support strategy may include roles and responsibilities in the team, supplier selection
and the development of mechanisms for handling incidents, new requirements, the testing and
implementation of new software, the upgrading of hardware and the overall tracking of licences,
equipment, etc. These topics are covered in the different FITS processes. A good technical
support strategy will incorporate all of them.
If you are responsible for technical support strategy here are some helpful hints.
- Technical support strategy must relate to the overall ICT strategy.
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- Establish who is responsible for overall ICT strategy - this may be the
headteacher or someone with delegated responsibility.
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- Develop an early collaborative relationship with the person responsible
for ICT strategy and encourage them to include you in the planning of
future changes.
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- If you are a technical person, be proactive and suggest improvements
constructively - you are well positioned to do this in a small, informal
environment such as a school.
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- Use the ICT strategy to define priorities.
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- Regularly review the technical support strategy and ensure that it
remains aligned to any changes to ICT strategy.
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