RSCs – Stimulating and Supporting Innovation in Learning
RSCs – Stimulating and Supporting Innovation in Learning
Effective customer service management in Colleges is becoming a major requirement as networks merge and grow into enterprise level systems. This section will provide support and guidance to Colleges on making the justification for investment in customer service structures and how plan for and implement change in IT department processes. This will be achieved by adopting a formal customer service framework such as the IT Infrastructure Library (ITIL).
These frameworks are designed primarily with commercial companies, and as such can be too exhaustive for Colleges focused on education to implement. It this for this reason that the ITIL based Becta FITS programme will be promoted during this academic year.
FITS
FITS was developed by Becta to help educational establishments implement ICT best practice. It is based on the IT Infrastructure Library (ITIL) and combines the experiences of ICT technical support providers all over the UK. Its tried and tested processes have been carefully adapted for the specific needs of schools and colleges. FITS outlines ten processes that establishments can choose to implement. Implementing just one of these can lead to dramatic improvements in technical support.
For detailed information on these processes visit the FITS website
The FITS framework when released a number of years ago, was focused on schools support, but is in the process of a rewrite to suit structures similar to FE Colleges. This will be launched here in Northern Ireland during term 1/2 of this academic year.
This section will follow these FITS 10 principles: