Added value is the extra benefit that the technical support function can provide that may be outside
the arena of ICT. It is important to consider what added value may be possible to give visibility to
potential cost savings overall. The possibility of adding value may help to justify the effort and cost
required to implement best practice processes.
Much of FITS can be applied to services outside ICT and extending them to other areas minimises
the number of different processes in use and provides a simplified, central service for users.
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Process
|
Application
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Benefits
|
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Service desk
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A Service desk or central point of
contact need not be restricted to
taking calls for computer support
only - it could be used as a point of
contact for all services - for example:
- reporting faults on non-ICT
equipment
- furniture requirements
- ordering stationery supplies.
|
- The cost of a call logging
system could be spread across
all services, not just ICT
incident logging.
- Data from the system could be
used to report the performance
of all suppliers, not just those
responsible for ICT.
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Change
Management
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The concept of Change
Management is just as valid outside
the ICT area. All changes have
some potential impact on day-to-
day operations - for example:
- electrical testing may affect the
power supply to the entire
school
- building works may impact
upon the kitchen's ability to
provide meals for pupils and
staff.
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- The same methods of planning,
approval and communication
are used for all changes, not
just ICT ones.
- There is only one process to
learn.
|
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Service Level
Management
|
Service Level Agreements need not
apply only to the provision of ICT
services but could be used to define
and monitor all services provided
either internally or externally - for
example:
- a heating maintenance
company's response time and
performance
- the adequacy of sports ground
maintenance.
|
- The cost of implementing
Service Level Management may
be spread across more
departments.
- The effort taken to implement it
yields a greater return.
- Service Level Management
principles are applied to all
services, not just ICT.
|
Pooling resources with another service providing department and considering the possibility of
cross training may enable the school to make better use of existing resources. Look for
similarities and suggest ways of combining ICT with other services.
