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Service
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Equipment required to enable service
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Printing
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Printer, computer, cable, ink cartridge,
paper, printer driver, electrical power
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Word
processing
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Computer, operating system, word
processing software, electrical power
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Internet access
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Computer, operating system, internet-
browser software, communications link,
internet service provider (ISP), electrical
power
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Shared data
storage
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File server, computer, network operating
system, computer operating system,
routers, switches, hubs, network cabling,
communication links, electrical power.
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see attached example service catalogue
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Questions
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Findings
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Actions
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Have you identified services
you didn't know existed?
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French GCSE software has been
installed locally on two computers
and a laptop in Classroom 2. There
is no support for this at the moment.
We didn't do this so we don't know
where the licences are.
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- Identify who has installed this.
- Locate licences or remove
software.
- Identify supplier.
- Identify support terms and costs.
- Review costs with headteacher
and head of languages.
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- Can you spot any trends
in how work is prioritised?
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- A colour printer has a very fast
response and fix time from technical
support and XYZ Maintenance, but
we can't find out who uses it.
- We suspect this is because of the
initial high cost of the equipment and
the need for benefit to be realised,
but that the level of service may not
be required (or awareness of
availability of service needs to be
raised).
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- Find colour printer users.
- Identify cost of fast response and
fix.
- Review actual response and fix
needs.
- Agree way forward with
headteacher.
- Market service or reduce service
levels.
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- Are there any clashes in
priority or availability within
a service that could restrict
its overall service level?
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- Response times for standard off-
the- shelf software (email and word
processing) is slower than for
hardware resolution so could
potentially extend downtime.
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- Assess risk and impact.
- Assess cost of faster response.
- Review suitability of response
times.
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- Have you identified any
third-party response or fix
time issues?
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- Support hours of third-party
suppliers do not match availability
requirements (with the exception of
ISP Co and LEA).
- ISP hours are excessive and
response times are fast. This may
not be required and may be costing
us more money than we need to pay.
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- Review requirement.
- Identify cost of extension.
- Identify potential savings with ISP
Co.
- Discuss implications and way
forward with headteacher
- Reapportion funds to service
providers as agreed.
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- Have you identified any
other support issues?
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- Hours of support for interactive
whiteboard are not known.
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- Contact Whiteboard Supplier Ltd
for details.
- Review hours for suitability.
- Update service catalogue.
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- see attached service report
- Go back to Examples
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