The goal of problem management is to minimise both the number and severity of ICT incidents and problems in your school. Finding permanent solutions to underlying infrastructure problems will reduce the impact of incidents and problems, prevent their recurrence and help with future resolutions. A problem can be the occurrence of the same incident many times, an incident that has an impact on many users, or the result of network diagnostics revealing systems not operating in the expected way.
| Assign Roles and Responsibilities |
| Prepare users, Service Desk and Technical support staff |
| Decide how the service desk will pass problems to technicians |
| Decide what documentation will be used for the process |
| Decide if a knowledge base will be used, create, test, Populate |
| Decide who will analyse incident trends to identify underlying problems |
| Decide how problem resolutions will be written up and recorded |
| Launch the problem management process |
See how our Service desk aligns with key FITS requirements
For additional information visit the Becta Site on FITS