[debian-edu-commits] [Debian Wiki] Update of "DebianEdu/Documentation/en/ITIL/Support" by PetterReinholdtsen

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The "DebianEdu/Documentation/en/ITIL/Support" page has been changed by PetterReinholdtsen:
https://wiki.debian.org/DebianEdu/Documentation/en/ITIL/Support?action=diff&rev1=21&rev2=22

  
  == Tools for operational support ==
  
- The first thing you should ask yourself: "Do we really need software tools?" Do one need tools, it is crucial to examine the options thoroughly.
+ The first thing you should ask yourself: "Do we really need software tools?" If that's true, it is crucial to examine the options thoroughly.
  
  Taking a glossy brochure, and listen to sales talk, we are totally dependent on such tools. But good people, good process descriptions, good procedures and job descriptions are a basis for good service management. The need for, and how complicated the tools are, depend on the organsation's need for computer systems, and the size of the organisation.
  
@@ -512, +512 @@

  
  The main evaluation criterion is whether one needs to do a job at all. Many IT tools are absolutely perfect and works without error, but it solves tasks not needed to be fixed. So the main criterion is whether it resolves the correct problem, and if it at all is necessary to do anything.
  
-  * So the first thing you ask about is whether the tool is wanted.
+  * So the first thing one asks is whether the tool is needed.
  
  If it turns out one will have done a task, the solution my be so simple as to run some commands manually. The simplest way is best. But when one gets many machines to operate, automation becomes crucial. It's too much work to log into 20 similar server machines to do a security upgrade. Then automation is the thing.
  
@@ -531, +531 @@

  
  Thorough user training makes a lot of support can be done informally in direct conversation between users. Often training costs as little as 1% of the total operating costs. It is well worth spending a little more on training. The effect is very positive. The same applies proper training for ICT contacts in schools, and operators. Training of ICT contacts to use simple systems for password change, error messages, etc.. will provide better quality of calls to the IT service.
  
- Training and product practices are in Norway regulated in the Working Environment Act (§ 4-2)
+ Education and product training are in Norway regulated according to the Labour Act (§ 4-2)
  
-  * Employees and their representatives will be kept informed of systems used in the planning and carrying out the work. They should be given the necessary training to familiarize themselves with these systems, and they shall take part in designing them.
+  * Employees and their union representatives will be kept informed of systems used in the planning and implementation phases. They should be given the necessary training to familiarize themselves with these systems, and they shall take part in designing them.
  
  So in short it can be advantageous to increase efforts in training, which will improve ICT service and provide a significant cost reduction. This is because users and IT contacts becomes more confident and better to help each other. It should also be noted that the transition to new software can also provide an opportunity to simplify some of the operating practices. Simplification can reduce the requirement for product training.
  
- == Planning at the upstart of service support ==
+ == Planning at the start of the implementation of service support ==
  
  A growing number of organisations see the necessity of service control. It is often the practice to base decisions on historical and political considerations, rather than the current organisation's needs. Therefore it is important to ensure that management commits to participation and understanding of the working methods in the organisation, and go through the existing processes and compare these with the organization's needs and "best practice".
  
@@ -577, +577 @@

  
  Supplementary work.
  
- Going through to check compliance with quality parameters
+ Reviewing to check the compliance with the quality parameters
  
- Going through in relation to key factors
+ Reviewing in regards to key factors