Home 
 1. What is FITS?  
 2. Quick Start  
 3. Full overview of FITS  
 What are the themes of 'best practice'? 
 What are the FITS processes? 
 What value can be added to the processes?  
 4. Approach to implementing FITS  
 Cyclic implementation  
 Standard format for each process  
 Critical success factors  
 5. Implementation of FITS  
 Functions of best practice  
 Where to start  
 Roles and resources  
 6. Understanding technical support 
 Role of Technical Support 
 Technical Support Strategy 
 Defining a Technical Support Strategy  
 Management of Technical Support  
 Processes  
 7. Tools for technical support 
 General tools  
 Process tools  
 Knowledge bases  
 Specialist tools  
 8. Measuring the performance of technical support 
 External metrics  
 Internal metrics  
Where to start
Recommended path for established technical support and/or ICT functions Recommended path for new ICT and technical support functions
As this is a renewable cycle it should be possible to begin with any process.  However, depending upon the maturity of your ICT and technical support implementation there are appropriate places to start to maximise the chance of success.  The links below give you a recommended implementation path depending upon your current status.  If you do not wish to follow these paths, however, you will find that specific prerequisites are highlighted in each process so you should not feel restricted to these options only.

This is for those who already have some ICT in place and are providing a level of technical support

This is for those who are implementing ICT and technical support from scratch
Recommended path for established technical support and/or ICT functions
Reactive processes
Address reactive processes first as there is always a reactive workload and any improvements that can be made in the handling of this workload will help free up time to focus on the proactive processes.
Proactive and change processes
Implement proactive and change processes with each other in mind because they are largely interdependent.
Strategic processes
Implement strategic processes as is convenient.  They can be considered at any time independent of the day-to-day technical support already in place.


Go back to Where to Start
Suggested order of process implementation for established technical support
1
Service Desk
2
Incident Management
3
Change Management
4
Availability and Capacity Management: Network Monitoring
5
Configuration Management
6
Availability and Capacity Management: Preventative Maintenance
7
Release Management
8
Problem Management
Any time
Service Level Management
Any time
Service Continuity Management
Any time
Financial Management
Recommended path for new ICT and technical support functions
Strategic processes
Address strategic processes first to ensure that what is implemented is in line with overall requirements and that technical support services are focused accordingly.
Change processes
Implement change processes next so that the introduction of ICT is of a high quality.
Reactive processes
Then address reactive processes to handle customer calls following the introduction of ICT services.  Consider overlapping this with the implementation of the change processes to ensure that these are in place ready for the first customer calls to come in.
Proactive processes
Implement proactive processes last.  The change processes already implemented should have ensured that the ICT installed is relatively problem free however these processes are needed to maintain quality.


Go back to Where to Start
Suggested order of process implementation for new ICT and technical support
1
Financial Management
2
Service Level Management
3
Service Continuity Management
4
Release Management
5
Change Management
6
Configuration Management
7
Service Desk
8
Incident Management
9
Availability and Capacity Management: Network Monitoring
10
Availability and Capacity Management: Preventative Maintenance
11
Problem Management
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