1. Protocols and Procedures The Ferl Practitioners’ Programme Transforming Teaching and Learning with ILT X4.7

2. Protocols and Procedures X4.7 Protocols and Procedures

3. Tomorrow’s world m-learning GPS Global Positioning Satellite PDAs Personal Digital Assistants Tablet PCs Wireless technology SMS Short Message Service Laptops & notebooks Plug & play technology Electronic portfolios Portable presentation devices ‘Intelligent’ technology Interactive TV ? X4.7 Protocols and Procedures

4. Systems at work Why do we need systems? Efficiency Consistency and clarity Customer service “IT support is a small part of what the technical services section actually does, but it is the most visible part and the success, or otherwise of this aspect is what the overall service is judged upon.” Richard Elwell, IT Network Services Manager Source: www.museumofhoaxes.com X4.7 Protocols and Procedures

5. “What we have tried to do is to make sure that staff know exactly where to go with a problem, know the system behind it and make the system as transparent as possible.” “The status of helpdesk requests is on the Intranet so that staff don’t have to keep ringing to find out what progress has been made – all the information is available to them.” “One of the procedures is to assign a technician to different curriculum areas. They are not there all the time but they are the first point of call.” “Ever since we’ve had a helpdesk fitted with helpdesk software, things tend to happen a bit faster.” Systems at work Barry Clarkson, IT Manager Nav Chohan, E-learning Manager David Sugden, ILT Manager and NLN Subject Mentor X4.7 Nav Chohan, E-learning Manager Protocols and Procedures

6. As these examples have shown, there are different protocols and procedures that can assist in producing a more efficient and successful service. One of these is the service level agreement (SLA). X4.7 Protocols and Procedures

7. Standards and SLAs Q: What is an SLA? A: A clear statement of service capabilities covering what is provided, by whom, how and when: Reporting procedures Response times Equipment renewal targets Data backup and recovery systems Network monitoring Development consultancy X4.7 Protocols and Procedures

8. The benefits of SLAs Awareness of range and complexity of work Identification of common or repeated problems Clarity of service Statistical data to guide future provision Established procedures in times of crisis Leading to … Improvement in response and recovery times Improved customer service relations Improved service X4.7 Protocols and Procedures

9. Health warning An SLA is only worthwhile if it is: Communicated Adhered to Valued Regularly reviewed ! X4.7 Protocols and Procedures