FITS stands for Framework for ICT Technical Support. It aims to provide a complete structure so that we know that all aspects of technical support will be addressed. It is a collection of best practice processes from IT support providers all over the UK. It represents their learning curve over many years which Becta has taken and tailored specifically for schools. This has resulted in a set of processes and tools for you to use ‘off the shelf’.

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 occurring in the first place. We see this as the ultimate goal of technical support and we aim to help you make it happen.

There are many benefits of FITS. Here are just a few.

• It gives you the benefit of hindsight over many years of the development of ICT support techniques.
• It contains tried and tested processes that have been adapted with the school environment in mind.
• It provides simplified and ready to use processes that can be used immediately.
• It contains templates, checklists and downloads that can be used as they are or personalised.
• It has a quick-start approach to help you make the best use of time and resources available and see quick results.
• It separates administrative tasks and technical tasks to help you assign the most appropriate resources.
• It helps you keep costs to a minimum.
• It helps you protect teachers from having to get too involved in technical support issues.
• It helps you measure technical support as shown in our example service report.

Download the free FITS pocket guide here.

Source: Becta.org