Why Do We Keep Fixing the Same IT Issues? - The Case for Problem Management in Schools

You know that one laptop trolley? The one where “only half the laptops connect”? Or that classroom where the Wi-Fi mysteriously disappears every Thursday?

If you’ve ever had that nagging déjà vu feeling – like you’re fixing the same ICT issue over and over again – then congratulations, you’ve just stumbled into Problem Management.

And no, that’s not a technical job title. It’s one of the most powerful, overlooked ways schools can improve ICT without spending a penny.

Fixing Is Not the Same as Solving

Most schools are already decent at fixing ICT problems:

• Staff report issues
• IT support swoops in
• A quick fix is made (turn it off and on again!)
• Life moves on

But then... it happens again. And again. And by the third time, people stop bothering to report it at all.

That’s where the real danger lies. The problem hasn't gone away – it’s just been normalised.

What Is Problem Management (Really)?

In simple terms, Problem Management involves:

• Spotting recurring ICT issues
• Figuring out the root cause
• Fixing it properly
• Keeping a record of what worked

It’s not technical. It’s not even time-consuming. It’s about having the discipline to say:

“Hang on… this keeps happening. Let’s deal with it properly.”

Why Schools Need This More Than Ever

Most schools don’t need more ICT support staff – they need to stop solving the same problems ten times in a row.

With a basic system for tracking and reviewing recurring issues, schools can:

• Reduce downtime
• Improve staff confidence in the IT team
• Save money on temporary fixes
• Provide evidence for funding, training or upgrades
• Support technician wellbeing (nobody wants to be stuck fixing the same thing forever)

How to Get Started (No Jargon Needed)

Here’s what a good school does:

• Logs ICT issues consistently (see the Service Desk process)
• Reviews the log each half term – looking for patterns
• Creates a simple “Problem Log” with possible causes
• Adds workarounds staff can use in the meantime
• Shares fixes and celebrates solved problems (“That Wi-Fi issue in Year 5? Gone!”)

Some schools even send staff a little “we’ve fixed it properly” message – it goes a long way.

Want Help?

We’ve created a free, school-friendly guide to help you implement the Problem Management process – part of the wider EdFITS framework for ICT support. It includes:

• What to track
• How to log problems (and link them to incidents)
• How to investigate causes (with or without IT support)
• Tools, templates, and easy wins

Download the guide or drop us a message to get more advice on the EdFITS toolkit.

Final Thought

The difference between a good ICT support system and a great one? One fixes things. The other stops them breaking again.

In a busy school, that’s the kind of quiet superpower that can change everything.