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EdFITS How-To Guide 02: Incident Management

EdFITS
Incident Management
Ensure ICT issues are handled quickly, logged consistently, and resolved efficiently — with patterns and priorities identified over time.

Step-by-Step Implementation 1. Define What Counts as an Incident Unexpected failures (e.g. SIMS won't load, Wi-Fi not working) Hardware issues (e.g. printer jams, laptops freezing) Software crashes or errors Disruption to teaching or administration 2. Establish a Logging Method Use the school's ICT helpdesk or form Encourage all staff to report issues - not just “urgent” ones Log who reported it, when, and what the problem was 3. Prioritise Incidents High: Teaching blocked, safeguarding affected Medium: Admin delays or non-critical issues Low: Cosmetic faults, minor inconvenience 4. Track and Resolve Record progress and resolution time Assign responsibility for follow-up Update the user when resolved 5. Review Patterns Termly Which issues keep recurring? Are there specific classrooms or devices with frequent faults? What types of support are being requested most often? 6. Communicate and Learn Keep staff informed about fixes Share termly insights with SLT or governors Use the data to…

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