Page 84 - Technology Plan for School Years 2017 to 2021

Unified Support Strategy

IT uses 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
route incident or service requests directly to the appropriate support group.

Capturing metrics on incidents helps transition support from reactive to proactive.
Integrating the ITSM system with the Incident, Problem, and Change Management systems
(the foundation of the District's ITIL initiative) has resulted in increased efficiencies in issue
resolution. A centralized Service Catalog specifies the technology services that are available
to customers, how to request those services, the associated Service Level Agreement, and
other relevant information.

Ongoing professional development for Technical Support Specialists (TSS), school-based
technicians, and Subject Matter Experts (SME) is critical for successful support processes.
Support systems must be agile and must adapt to new technologies and ever-increasing
demands for support. The IT Service Desk, TSS, school-based technicians, and SME‘s
require training in new technologies and applications as they are introduced into the District.
The skills of all school-based technicians are assessed prior to employment.

District Device Management

District technology equipment is standardized to minimize support complexity. Upgrades to
the desktop support tool may allow proactive diagnostics to detect hardware failures. Also,
the upgraded desktop support tool will provide an enhanced method to centralize desktop
management used to globally manage hardware updates, patches, and overall fleet
administration. In addition, the District is investing in a Mobile Device Management (MDM)
solution to create consistency for all District owned mobile devices.

Technology Hardware Maintenance Model
In order to stay up to date with technology, District IT staff monitors new and existing
hardware changes throughout the year to provide schools with an effective level of support.
By leveraging data gathered from the District’s device management system and support
ticketing system, we can effectively and proactively address issues.

84 | P a g e