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RSCs – Stimulating and Supporting Innovation in Learning

Regional Support Centre for Northern Ireland (RSCni)
Queen's University Belfast
14 Lennoxvale
Belfast, BT9 5BY

T: 028 9097 6511
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Customer Service Section

Effective customer service management in Colleges is becoming a major requirement as networks merge and grow into enterprise level systems. This section will provide support and guidance to Colleges on making the justification for investment in customer service structures and how plan for and implement change in IT department processes. This will be achieved by adopting a formal customer service framework such as the IT Infrastructure Library (ITIL).

These frameworks are designed primarily with commercial companies, and as such can be too exhaustive for Colleges focused on education to implement. It this for this reason that the ITIL based Becta FITS programme will be promoted during this academic year.

FITS

FITS was developed by Becta to help educational establishments implement ICT best practice. It is based on the IT Infrastructure Library (ITIL) and combines the experiences of ICT technical support providers all over the UK. Its tried and tested processes have been carefully adapted for the specific needs of schools and colleges. FITS outlines ten processes that establishments can choose to implement. Implementing just one of these can lead to dramatic improvements in technical support.

For detailed information on these processes visit the FITS website

The FITS framework when released a number of years ago, was focused on schools support, but is in the process of a rewrite to suit structures similar to FE Colleges. This will be launched here in Northern Ireland during term 1/2 of this academic year.

This section will follow these FITS 10 principles:
  • Service Desk
  • Incident Management
  • Problem Management
  • Change Management
  • Configuration Management
  • Release Management
  • Availability and Capacity Management
  • Service Level Management
  • Service Continuity Management
  • Financial Management
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