Use this checklist to identify any areas of your service desk that have not been
successful. Then reinforce them by revisiting and reimplementing the relevant
section of the FITS process.
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Characteristics of a successful
implementation
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FITS section to revisit if the implementation has
not yet been successful
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Everyone understands the process for
logging an incident or making a request.
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Calls made to the service desk are
recorded.
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Service desk staff check every incident
sheet for completeness.
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The Service Desk process is understood by
those participating in it.
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The incident sheet is available.
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The call log is available.
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The service desk workload is monitored and
analysis and measurements are reported.
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How to operate the service desk for the
other FITS processes.
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If the above characteristics are all true of your school, congratulations on
implementing a successful service desk! The next steps for you are to continue
operating the process as described in the
Service Desk operations guide and
establish the process firmly. Work through the above checklist at regular intervals to
help you check that everyone involved continues to carry out all aspects of the
process. Using the links above, you can then address any shortfalls as they arise.
