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How to get started with FITS
http://publications.becta.org.uk/display.cfm?resID=40292 How to get started with FITS This booklet guide shows the simple steps required to get started with FITS [Framework for ICT Technical Support] to improve your ICT. Identifies the four key tasks to provide a standard way to manage calls logged for assistance. |
 
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ICT Technical Support Matrix (Self-Evaluation)
http://tinyurl.com/7m5z6 ICT Technical Support Matrix The matrix is an online tool, developed by NCSL and Becta, which facilitates self-evaluation and action planning. Use the matrix to review your current position against a set of levelled statements. There are exemplars available that place the statements into helpful scenarios and context. As you complete the matrix, an action plan, based on your results, is produced. This action plan contains helpful support and guidance, which you may wish to consider. Some matrices may have links to online resources, which open up a new window, allowing you to return quickly to the matrix. |
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ICT Technical support
http://www.becta.org.uk/ntss/display.cfm?section=1 ICT Technical support | Competences | Job descriptions | Implementing technical support in schools | Online Technical Support Community | Recruitment | Training and accreditation | Purchasing ICT products and services | |
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How to manage and organise ICT technical support
http://www.becta.org.uk/leaders/leaders.cfm?section=1_6&id=1489 How to manage and organise ICT technical support |
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FITS (Framework for ICT Technical Support)
http://www.becta.org.uk/tsas/ FITS (Framework for ICT Technical Support) FITS stands for Framework for ICT Technical Support and it is based on the IT Infrastructure Library (ITIL). ITIL is derived from the collective experiences of ICT technical support providers all over the UK. It represents their learning curve over the last 20 years and this has been distilled into a set of common processes applicable to any establishment using ICT. We have applied them to schools, and FITS is designed to enable you to by-pass all the mistakes commonly made and implement them successfully from the start. The emphasis of FITS is on proactive tasks as well as reactive ones. It views technical support not just as a function responsible for resolving incidents, but as a service provider whose main objective is to prevent incidents from occuring in the first place. We see this as the ultimate goal of technical support and we aim to help you make it happen. |
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