Know It
Download as PPT, PDF•0 likes•281 views
The document discusses the challenges faced by IT support staff when assisting users with internet connectivity, emphasizing the need for simple, accessible, and cost-effective solutions that require minimal ICT skills. It outlines the target audience for a product intended for both larger organizations (5-25 staff) and smaller or micro organizations (fewer than 5 staff), with a call for collaboration and testing of the IT Handbook. The document concludes with a call to distribute samples, recruit sponsors, and continue development on version 0.9 of the handbook.
Know It
- 1. What ever happened to the IT Handbook? Mike Veitch UK Circuit Riders Conference 9 th June 2009
- 2. Is the following situation familiar?
- 3. A typical call starts Can you help? I can't connect to the internet this morning.
- 4. Absolutely correct, but will it work? Ok. It'll take a couple of minutes to fix this. All I need from you is the router password
- 5. What's a router? I didn't even know it had a password. Probably not then?
- 6. Frustrating, isn’t it? Thus begins a typical morning
- 7. Can this be sorted?
- 8. The solution must be Not so much a big idea, rather a small idea.
- 9. Simple to use little or no ICT skill or knowledge required The solution must be
- 10. Simple to use Accessible Can anyone use this product? The solution must be
- 11. Paper based Simple to use Accessible A4 paper and a pen or pencil is all you need. The solution must be
- 12. Paper based Supported Simple to use Accessible The users will be able to contribute The solution must be
- 13. Paper based Supported Simple to use Accessible Low cost It is not free but is distributed at cost The solution must be
- 14. Low cost Paper based Supported Must be simple Accessible It may just work Maybe this will be a solution
- 15. A product for larger organisations
- 16. 5 – 25 Staff Most voluntary organisations are in this group
- 17. 5 – 25 Staff A product for larger organisations
- 18. 5 – 25 Staff More than one individual responsible for information
- 19. 5 – 25 Staff Server More than likely to have a server
- 20. 5 – 25 Staff Server Internal email Using exchange or similar product
- 21. 5 – 25 Staff Server Internal email Accidental Techie Likely to have someone who acts as a systems administrator
- 22. 5 – 25 Staff Server Internal email Accidental Techie Support company Relies on external support
- 24. Small or micro organisation
- 25. Fewer than 5 Staff Could be only one or run by volunteers
- 26. Fewer than 5 Staff A product for the small organisation
- 27. Fewer than 5 Staff Maintained by an individual
- 28. Fewer than 5 Staff Peer-to-peer May be using Networked storage and printing
- 29. Fewer than 5 Staff Peer-to-peer Webmail Might use POP3/SMTP or similar
- 30. Fewer than 5 Staff Peer-to-peer Webmail Few skills No person with IT management skills
- 31. Fewer than 5 Staff Peer-to-peer Webmail Few skills No support No formal access to external support
- 33. Larger organisations supported Micro organisations unsupported
- 34. So how does it work?
- 36. Larger organisation support vendor
- 37. Larger organisation support vendor
- 38. Larger organisation support vendor the helpful helpdesk a community interest company
- 43. Larger organisation support vendor knowIT.org.uk the helpful helpdesk a community interest company
- 49. Who can use knowIT?
- 50. VCO and charities Who can use knowIT? Not for profit organisations in the Third Sector
- 51. VCO and charities Circuit Riders Who can use knowIT? ICT staff or volunteers offering support to the sector
- 52. Individuals VCO and charities Circuit Riders Who can use knowIT? Personal use (non – commercial)
- 53. Individuals ICT support vendors VCO and charities Circuit Riders Who can use knowIT? Commercial support companies supplying the sector
- 54. Individuals ICT support vendors VCO and charities Circuit Riders Social Enterprises Who can use knowIT? Trading businesses with a social purpose
- 55. Individuals ICT support vendors VCO and charities Circuit Riders Social Enterprises Have we missed anyone? That should be enough users to start with
- 56. Internet resources Getting support Available on KnowIT website
- 57. Internet resources Circuit riders Getting support ICT riders and other sector support staff
- 58. Support Companies Internet resources Circuit riders Getting support Commercial support companies supplying the sector
- 59. Support Companies ICT Volunteers Internet resources Circuit riders Getting support iT4c can help find volunteers
- 60. Support Companies ICT Volunteers Internet resources Circuit riders Getting support
- 61. What we need to do next
- 62. Distribute samples There are copies of the IT Handbook V0.8 available What we need to do next
- 63. Distribute samples Sign up test users If you wish to join the test then please sign up What we need to do next
- 64. What we need to do next Continue work on v0.9 Distribute samples Sign up test users This is the final design and layout version
- 65. Continue work on V0.9 Recruit a sponsor Distribute samples Sign up test users The minimise the cost to the user – a sponsor would help What we need to do next
- 66. Better get on with then Continue work on V0.9 Recruit a sponsor Distribute samples Sign up test users
- 67. Development partners Recruiting now
- 68. Thank you for paying attention Mike Veitch