The computer stops working, you tell someone and you get a replacement
computer the same day. Does this sound like your school? If not, you need to
introduce the FITS Incident Management process.
Aim
The aim of this section is to introduce the topic of incident management and to help
you implement the process in your school with a minimum of preparation and
training.
Objectives
The objectives of this section are to enable you to:
- understand the difference between incidents and problems
- understand how workarounds and quick fixes can help keep your school
computers running
- understand when and when not to commit time and effort on reported faults
- decide whether you can operate a policy of keeping spares for swap outs
- decide if you need to train your technical and non-technical staff in the
Incident Management process
- understand how to produce Incident Management reports.
Structure
The topic is arranged in the following sections:
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Topic home page
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- Aim and objectives of this section
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Overview
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- An introduction to the Incident Management process,
including the roles and responsibilities involved
|
|
Implementation guide
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- A guide to implementing the Incident Management
process with plans and tools
|
|
Operations guide
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- A guide to the ongoing operation of the Incident
Management process, with direct links to templates and
examples
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Toolkit
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- All of our examples and templates collected together in
one area
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|
Roles and
responsibilities
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- All roles and responsibilities collected together in one area
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|
Review
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- A summary of the process and what you should have
achieved, plus a checklist to help you identify whether you
need to revisit any of the materials
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