BECTA FITS Framework

SupportDesk enables ICT help desk staff to provide an efficient, structured and measurable approach to ICT service and support. Schools are being encouraged to adopt the BECTA best practice Framework for ICT Technical Support (FITS) for improving processes for ICT management and support.

FITS is based on The IT Infrastructure Library (ITIL) processes enabling schools to not only effectively deal with incidents but also to help incident prevention. The role FITS plays can be split into three areas managerial, administrative and technical.

FITS Benefits

The benefits of FITS include:

• Best Practice Framework for delivering effective Service Support
• Clear information on roles responsibilities and tasks for ICT help desk staff
• Minimise workload for ICT Technical Support
• Cost effective service delivery
• Improves ICT service availability by helping prevent incidents from
  occurring or by providing workarounds to help staff

The aim of FITS is to ensure each member of the ICT help desk team have clearly defined roles, responsibilities and a structured proven method of managing ICT help desk support.

FITS processes

SupportDesk ICT help desk software covers the following areas of FITS best-practice technical support processes:

• Service Desk
• Incident Management
• Problem Management
• Change Management
• Configuration Management
• Service Level Management
  

With effective ICT help desk in place tools and services required by teachers and administration staff to do their job are available when needed. This means that staff can focus on teaching or running the school rather than getting side tracked into trying to fix IT issues.

BECTA FITS provide a free guide to getting the most from Technical support using FITS - Click here to request a copy

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