Considerations when implementing a managed ICT service

In this extract from BECTA’s report on ‘Implementing managed services – benefits and considerations’ we detail the considerations when implementing a managed ICT service

· Gaining a more accurate picture of expenditure on ICT and associated services, and of the quality of that service before outsourcing will enable a more robust value-for-money proposition to be developed.

· If the current ICT is underperforming, then ICT costs will increase as there will be a need for capital investment in equipment alongside the managed element of the service. However, it is the managed element that provides extra value through greater reliability, increased confidence, and less staff time lost to dealing with problems.

· Establishments considering employing a managed service need to ensure that a senior member of staff is given sufficient time and resource to oversee and champion the process, ideally from procurement through to the final implementation.

· An output specification in which the benefits of the managed service are expressed in educational terms is very valuable. It is important to invest time in understanding and articulating these benefits.

· Specialist advice should be sought from the local authority or an independent consultant to help define the specifications and procure the most appropriate managed service.

· Establishments should have complete clarity of their business needs in regard to functional requirements and educational outcomes before they engage with suppliers. Becta’s procurement frameworks give guidance on this process. [www.becta.org.uk/schools/managedservices]

· Any affected staff, or unions, should be involved from the beginning. This will aid in personnel issues such as TUPE and the unease that this can create. It should be noted that respondents highlight tangible benefits for transferred personnel including training and career path benefits.

· Establishing a sound and realistic service level agreement (SLA) that is aligned with the establishment’s needs is an essential element to engaging any managed service.