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FITS

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Reactive Process Incident Management Release Management Change Processes
Service Desk
Change Management
Financial  Management
FITS
Framework for ICT Technical Support
Configuration Management
Service Continuity Management
Service Level Management Availability and Capacity Management Problem Management
Strategic Processes Proactive Process

Implemented FITS? 
Next step FITS OM   Where do I start?

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.

 

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