Page 63 - Technology plan fy2023-27

All employees may submit tickets to report an incident or request for service. IT Service Desk
staff process all requests and incidents and if not resolved within Tier I, escalate to the
appropriate Tier 2 or 3 groups to District departments queues as applicable

Tier 2 Support

IT Field Support Teams

Manages mobile devices, desktop, audio visual, printer, and other peripheral devices as
assigned either remotely or at the customer's location. Included is the support to administrative
sites and other areas not supported by Tier 1.

IT Field Support may assign tickets to third-party vendors if needed, in order to assist with
various mobile device, desktop, laptop, and printer warranty work.

Tier 3 Support

Subject Matter Experts
Manages Tier 3 escalated incidents, which include server, security, and applications support.
Application support may include ERP, EDW, SIS, School Food Service application, Facilities
applications, School Police applications, Transportation applications, and custom applications
and systems.

Technical Services

Provide end-point support and managed services configuration of Apple devices, deployment
and upgrade of District staff cellular phones to manage the deployment, configuration, and
maintenance of school multi-functional printers. On-going technical and daily support for all
employees at the FHESC building, regional sites, and in the District Board office.

Unified Support Strategy
IT incorporates a centralized IT Service Management System (ITSM), with the IT Service Desk
as the Single Point of Contact for all technical issues. District employees use the ITSM system
to submit incident or service requests directly to the appropriate support group.

Capturing and analyzing support ticket metrics on incidents helps transition support from
reactive to proactive. Integrating the ITSM system with the Incident, Service, and Change
Management systems (the foundation of the District's ITIL initiative) has resulted in increased
efficiency in issue resolution.

The centralized Service Catalog specifies the technology services that are available to District
end-users, how to request those services, the associated Service Level Agreement, and other
relevant information.

The IT Service Desk, IT Field Techs, school-based technicians, and Subject Matter Experts
(SME) require training in new technologies and applications as they are introduced into the

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