Know It

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Mike Veitch - The Helpful Helpdesk @ 2009 Lasa Circuit Rider Conference
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Healthchecks, handbooks and helpdesks - Slash your support costs by buying a pencil

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Know It

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

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