Thorough preparation can make the difference between a successful
implementation of a process and an unsuccessful one.
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Roles and
responsibilities
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The first step is to identify the process participants and assign roles and
responsibilities. We recommend that, for initial implementation, you
involve as few people as possible in the process. This means that it can
become familiar with minimum impact on the day-to-day workload of the
school. The people you select to fulfil the service level management
roles will depend on how you currently provide technical support and
who is involved already. Assign roles and responsibilities offers
some
suggestions and guidance. Further details can also be found in Roles
and responsibilities |
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Training
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After you have assigned roles and responsibilities, it is important to
ensure that those participating in the implementation and subsequent
operation of the process understand what is required of them. Use this
website as part of your training.
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Start date
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Set a start date. A 'go-live' date is important in any implementation.
Make sure that you allow enough time for all the preparatory tasks to be
carried out before your 'go-live' date.
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Communication
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Of course, communication must take place within the implementation
team, to agree plans, scheduled dates and so on. However, it is also
important to communicate externally and inform the user community of
the new process.
The implementation of a process can be seen as being a change just
like the upgrading of a server and the impact on the user community
should be communicated to them clearly in advance of the change.
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Materials
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Before you can go ahead with the implementation, prepare all the
materials required for the process. Make sure that you have
downloaded the templates you need and that everyone involved has
access to them. |
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Pilot
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The first stage of service level management is information gathering and
producing basic reports, many of which are already defined and set up
in other FITS processes, so it is not strictly necessary to carry out a pilot.
Service level management is something that is refined over time.
Details of services will change and reports will evolve. At this stage we
recommend that you produce reports for internal ICT use only. However,
if you do choose to issue them to end-users, we recommend that you
pilot them with a small group first to ensure that the information is
accurate and that users can interpret them.
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Prerequisites
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All of the FITS processes contribute to ICT service management and
therefore all are relevant to the Service Level Management process.
However, this does not necessarily mean that they must all be in place
before you embark on service level management. If you have
implemented some of the FITS processes already, you should be able
to produce some statistical information that can be included in early
service level management reporting. But if you have not, you can
identify the reporting requirements you need for service level
management and implement the processes one by one to produce the
required information.
The implementation of FITS is an ongoing task that may be constantly
reviewed and refined, so it is perfectly appropriate for the development
of service level agreements and reports to be carried out by
incorporating feedback from users.
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Role
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Suggested representative(s)
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Comments
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Service manager
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Person with overall responsibility
for technical support or ICT in
general, for instance:
- ICT manager
- ICT co-ordinator
- network manager
- technician.
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Although there may be many
service managers assigned to
separate groups of end-users, it
is unlikely that more than one
would be needed or appropriate
in a school.
The service manager should be
someone with an overview of the
technical support provision, from
within the technical support or ICT
area.
The service manager should not
be a user representative but a
technical support representative.
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End-user
representative
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Person with good knowledge of
end-user requirements of ICT,
such as:
- teacher
- teaching assistant
- student
- administrator.
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A single end-user representative
is not expected to know the
requirements of all end-users but
a team of end-user
representatives should together
do this.
End-user representatives should
be willing and able to co-
ordinate service issues and
attend service review meetings.
There should be at least one end-
user representative in addition to
the service manager.
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