An Incident Management process that has been designed to meet the schools needs will be cost
effective.
- Knowing that calls will be checked for a quick resolution will benefit the teaching staff if they
don't have to wait for a technician to arrive.
- School leaders will be providing a reactive service to implement a proactive approach - keeping
the teachers' systems working, so that they can teach.
- Knowing that the aim of Incident Management is to get the system working and not
demonstrate the technicians knowledge, will benefit the cynical users.
- Knowing that the school is able to understand it's systems and have a fair idea of the incident
will benefit those providing technical support.
- Knowing the more common incidents within the school will benefit the budget holder, as they
will know which are the ideal spares to purchase.
Initial expenditure on incident management
- creation and printing of incident diagnostics sheets
- training of service desk staff and technicians in how to run the process
- creation of management reports.
It may be cost effective to purchase some diagnostics or tools. Implementing an Incident
Management process, will help identify the needs for these purchases, and avoind buying on a
'whim'.
People to run an Incident Managment process
- Service Desk staff - which should be in place prior to implementing an Incident Management
process
- Technician - the process should not increase the technician time required.
Time for Incident Management
Eventually a well-run Incident Management process will save time
- Incidents are logged and managed so they are not dependant on a particular technician.
- Incidents are resolved using the same approach, so training new technical staff in this
approach should always be the same.
- Incidents take less time to resolve, once an approach and knowledge base are established.
- Go back to Overview
