Any organisation that needs to understand its technical support requirements will start with
implementing a Service Desk, closely followed by a defined Incident Management process.
- It will help to put all incidents through a single point of contact that will follow a process to a
speedy resolution
- Most organisations, including schools, need to know how their ICT systems are functioning,
what is failing and how long systems are unavailable.
- The reports that can be defined from Incident Management provide a focus on the performance
of equipment and not on the technical issues that create incidents.
- It doesn't matter what size the organisation is; Incident Management will enable school leaders
and their staff to understand what to do and how to do it.
