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Service Desk The single point of contact within the school for all users of ICT and the services provided by technical support. Incident Management Detecting, diagnosing and resolving ICT incidents as quickly as possible and minimising their adverse impact on normal operation. Release Management Planning, testing and managing the successful implementation of software and hardware and ensuring that master copies of all software are secured centrally. Change Management Managing and recording the introduction of changes to hardware, software, services or documentation to minimise disruption. Financial Management Ensuring that the ICT and technical resources are implemented and managed in a cost effective way. Configuration Management Implementing and maintaining up-to-date records of ICT hardware, software, services and documentation and showing the relationships between them. Service Continuity Management Minimising the impact on ICT service of an environmental disaster and putting in place and communicating a plan for recovery. Service Level Management The process of defining, agreeing and documenting required service levels and ensuring that these levels are met. Availability & Capacity Management Ensuring that all ICT processing and storage capacity provision matches present and evolving needs. Problem Management Proactively detecting the underlying causes of incidents and resolving and preventing them. |
