Framework for ICT Technical Support (FITS)

[Andie]

Does anyone have experience of the Primary FITS? I know this is quite new, but I wondered if anyone is in the process of implementing it or has started using bits from the toolkit. Our LEA are currently running workshops for Heads and ICT Co-ordinators about this, and I am interested in finding out about other people's experiences so I can get an idea of what to expect...!! For anyone who hasn't seen the Primary FITS yet, the link is:

 

http://schools.becta.org.uk/index.php?section=re&catcode=ss_res_tec_pfits_03

 

I've downloaded the toolkit and had a brief look. I have to admit, as someone who has been unsuccessfully trying to get teachers to write down things (ie. log their incidents!) as they happen on forms I have produced and given them for a few years now, I think this may take some serious pushing from the top to get it to work (which is what is supposed to happen, but...).

[FITS]

Andie,

 

Last year we ran a Primary FITS pilot with 35 schools in 5 local authorities. From the pilot we put 2 school and 2 local authority (LA) service provider case studies in the Primary FITS area of the Becta website - if you would like to have a look. Other LA's have also begun to roll out Primary FITS so may be able to provide feedback. If you would like to email me at [email protected] I can provide you with some contacts.

[SimpleSi]

@Andie

Where, buried within all that, what I'd have to respectfully label b*&&^%$, is there some actual concrete advice

 

I'm sure it must be there but I have a very short attention span

 

regards

 

Simon

[FITS]

Primary FITS case studies can be found at http://schools.becta.org.uk/index.php?section=re&catcode=ss_res_tec_pfits_cas_04

[ICTNUT]

As far as Helpdesk software is concerned I am in the final throws of testing a web based helpdesk software that I have developed which is FITS compliant and will be releasing it for free to all.

 

I hope to have this out by the 20th of this month, I will post to this thread when it is available.

[wesleyw]

I was using Liberium but changed to GLPI because thankfully I am able to host it internally and externally now teachers and even pupils can log it using their normal user and pass combo and log helpdesk calls.

 

 

Wes

[Andie]

Andie,

 

Last year we ran a Primary FITS pilot with 35 schools in 5 local authorities. From the pilot we put 2 school and 2 local authority (LA) service provider case studies in the Primary FITS area of the Becta website - if you would like to have a look. Other LA's have also begun to roll out Primary FITS so may be able to provide feedback. If you would like to email me at [email protected] I can provide you with some contacts.

 

Thank you, Paul. I should perhaps have looked at the case studies first! I have done now, and found it encouraging to read that schools have adapted the model, rather than taking it as prescriptive. I was a bit confused by the Parson Street Primary comments, saying in one place that they were working with volunteer parents and governors to provide first level support (!!) and then further on that the first level support person can become overworked and lose their main job role (??).

 

I would still value any information from Edugeekers about their experience, rather than just contacting schools through yourself. I think a lot of the experience of implementing something like this varies with the skill and support of those implementing it, and that will vary from school to school quite dramatically.

[Andie]

Well, it's about time I reported back...

 

We have had some of FITS up and running since I first looked at it. Basically, it's been down to me to sort it out, as i suspected. We set up a simple book in a rack down the corridor to the staff room, with a pen attached, so staff could report faults. To some extent that has worked but mostly when I'm out - if i'm in teachers still come and get me. I've modified the Incident and Problem forms, as i spent a lot of time reporting to myself (I'm first and second level support) - filling out same stuff in duplicate was time-wasting and having two numbers for each fault got confusing, so I have one fault number, copied across to problem form if fault takes longer than about half an hour to sort! Got rid of some of the boxes that were duplicating stuff. Modified the Fault log too, to fit with my forms. Have used the build procedures a bit, mainly for major installs of hardware. The FITS folders have been useful for beginning to store information, like assets, and I have now deposited an envelope in the school safe that gives someone the passwords and locations of stuff on the server if anything happens to me !

 

It has been more of a useful exercise than I first thought, especially the fault forms. Of course, I fill these out myself - teachers don't do form filling, do they!! - but I have been able to check on the fault log for those annoying once in a blue moon faults that you can never remember how you fixed, and get the info I need quickly.

 

I don't think here it would ever be possible to implement FITS properly, the way it should be done with all the correct management structure. But at least i'm more organised now!!