Making IT Support FIT: A Course delivered by XMA that every ICT Support Technician Should Attend.

[russdev]

You can view the page at http://www.edugeek.net/content.php?r=199-Making-IT-Support-FIT-A-Course-delivered-by-XMA-that-every-ICT-Support-Technician-Should-Attend.

[dhicks]

A Course delivered by XMA that every ICT Support Technician Should Attend

 

Any chance you could just quickly summarise what the course teaches you?

 

--

David Hicks

[AngryTechnician]

Two questions:

 

1. From the description it sounds like you can leave at the end with a FITS certification (assuming you pass the exam). What sort of experience/prior knowledge of FITS do you need going into the course for this to be feasible?
   
2. Where can we get more information on course dates/pricing?
   

[russdev]

@angryTech @ dhicks

 

Yes as said come away with SNVQ (same as NVQ level 4).

 

I have added some links with more information.

 

In terms of prior knowledge a basic understanding of IT support but after that nothing major is needed. While aimed at technicians do not think that this course is only useful for people starting out. I have been working 10+ years in education I found it useful.

 

In terms of content (didn't go into great detail as didn't want to make article even longer than it is) you cover following.

 

Service Desk

Incident Management

Proactive Processes

Problem Management

Security Management

Change Processes

Change Management

Configuration Management

 

If you look at the outcomes at bottom of one of the FITS foundation pages it gives in detail the course areas that it covers.

 

Regards

 

Russell

[GrumbleDook]

From http://www.thefitsfoundation.org

Unit purpose:

This Unit develops the candidate’s knowledge and understanding of the concept of ICT technical support in an educational establishment. The strategy adopted is a process driven approach aimed at ICT operations in all sizes of educational institutions. The approach modularises the functionality of technical support under the broad categories of Reactive, Proactive, Change and Strategic. This Unit will benefit individuals involved in ICT technical support in educational establishments and may include teaching assistants, technicians, management and supporting consultants.

On completion of the Unit the candidate should be able to:

1 Describe the role of the service desk and demonstrate an understanding of security management within an ICT educational infrastructure.

2 Demonstrate an understanding of the purpose of incident and problem handling within an ICT educational infrastructure.

3 Demonstrate an understanding of the purpose of change, release and patch management.

4 Demonstrate an understanding of the function of configuration management.

[Chuckster]

Just skimmed read the entire article and what's taken my interest is this

 

The use of paper trails to track and log all procedures is a little outdated now that people have woken up to the idea of taking that procedure and making it readily available on their networks to end users. I know in a school environment it can be extremely difficult to implement a helpdesk because people live in a bubble whereby requesting the littlest of things to be done are dealt with immediately. In the business world this isn't so - and so it shouldn't be. Things need to be done properly and adhered to by the whatever SLA is in place.

 

I have seen SharePoint, Moodle and Spiceworks to name a few that are being used as a single point of contact for end users to log any requests that they may have. Shouldn't the course reflect upon these sorts of technologies so that technicians and the like know what's out there rather than using outdated practices..? Plus, it would save on the trees and the carbon footprint(!)

 

Overall, for what it's worth, I think the course would be worthwhile for many, including me. However, I feel some of it is geared more towards the industry, no?

[GrumbleDook]

One thing a lot of members forget (since there is a strong secondary support presence here) is that it is a framework, and for a number of schools the use of some simple paperwork can make a massive difference. Sometimes going for a full blown CRM / Supportdesk is not needed and over kill.

 

Most of the resources on the FITS Foundation site are those taken from, adapted from or tested as stuff which works within schools, but which fits into the framework.

 

The course is more about process and changing the mindset. Why do a course about using FITS via Spiceworks, as that could turn out as a course about spiceworks .... sounds a bit like teh arguements that go on about teaching MS Office instead of teacher word processing, spreadsheets, etc ... it is about skills and concepts.

 

The thing about the training courses for me is the brilliant discussions you have with the other delegates where you share how you might already be doing things.

 

The case studies will build up over time and give more real world examples too ... it is in there that you will see the use of sharepoint, moodle, SmartDesk, spiceworks, etc.

[russdev]

...

Overall, for what it's worth, I think the course would be worthwhile for many, including me. However, I feel some of it is geared more towards the industry, no?

 

No the very opposite that is what ITIL is for this is very geared towards education.

 

Also they do not teach any method of doing something so they do not teach you to record using paper for example. They teach for example what helpdesk is and what the process are and what a helpdesk system should have no matter what method you use.

 

Russ

[Shuck]

The FITS courses have been developed specifically for ICT support in schools and seek to provide simple,step by step processes for continuous improvement. In the Service Desk module delegates complete an exercise designed to consider the pros and cons of various systems and are left to decide which suits them best in their current environment.

The FITS Foundation website provides plenty of information and also access to course manuals.

The FITS Foundation - Professional qualifications and support for ICT staff within education

[Chuckster]

I think GrumbleDook has hit the nail on the head with his post, that you should have discussions with other delegates on what strategies they have tried and tested and known to work for them. With so many platforms out there doing unequivocally the same thing, it's pretty hard to distinguish what stands out from the crowd, so to speak.

 

I have one query: what difference is there between having a service help desk in a school and one in the industry? They all have the same common goal, don't they, so why is one tailor-made for education and one for the other, if there is one?

[GrumbleDook]

@Chuckster

Often you will find the 'industry' support desks (generally not known as helpdesks now ... says it all really) are to allow for the delivery of the company / internal processes ... not always to be customer focused. Within education a really important goal is for it to be customer focused ... to be honest I would like to see that a bit more in 'industry' too.

 

A good support desk has the knowledgebase for the operators / support staff, but also has FAQs for users and other self-help tools.

[Shuck]

Its ysea to ees why grimbleduk is a dog in CTI

[GrumbleDook]

Thanks Dave ... but as I keep saying to others ... when you are an NM do not work hard at putting the fear of god into your users ... put the fear of *YOU* into them

[Hacksawbob]

XMA provided one of the worst laptop warranty schemes I have ever had the misfortune to try and claim on/ get help through. Bargepoles with alarm bells on was my instant reaction.

[russdev]

Can't comment on any other part of there business but certainly can say that had nothing but a good experience from the FITS course.

 

Russell

Edited August 25, 2010 by russdev

[Andie]

One thing a lot of members forget (since there is a strong secondary support presence here) is that it is a framework, and for a number of schools the use of some simple paperwork can make a massive difference. Sometimes going for a full blown CRM / Supportdesk is not needed and over kill.

 

Most of the resources on the FITS Foundation site are those taken from, adapted from or tested as stuff which works within schools, but which fits into the framework.

 

As a techie in a small junior school, I adapted the FITS forms to use, as a full blown service desk would have been overkill for us. I even have to fill in the forms myself as staff generally just come and find me when there is an issue. I know all the arguments about how the industry IT bods do things, and why should we be expected to fix things instantly, but I am fortunately appreciated in my job as someone who will try and fix things quickly. As the school does more and more online/at computer, I think a service desk may becoame an option. That's part of adapting to the change in your environment, and it sounds like the course gives you a chance to explore lots of different approaches to recording your job.

 

Thanks for the info on the course. As someone who fell into this line of work without any formal IT quals, it would be good to get a certificate in something after all these years!

[GrumbleDook]

For those who have done the course and would like to chat about things I have put together a social group. It might also help to chat through different approaches of implementation based on what was covered on the course.

FITS Accredited EduGeeks - EduGeek.net

It is a closed group at the moment as I expect a number of items relating to the course and the exam to be discussed.

[kingswood]

Good overview of the course- thanks!

[fafster]

It's a shame there are no courses in Wales.

[GrumbleDook]

It's a shame there are no courses in Wales.

 

If there is enough interest I am sure that they can be run. Speak with your LA.

[Doggz]

I'm going to look into this. Thanks for the info.

[lionsl2005]

Is there any course in London?

[GrumbleDook]

Details about courses are available at FITS Training Courses | The FITS Foundation