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2021-2022 Archive

Technology Operations and Customer Service

Goal 1

Improve technology support relations through adherence to systematic approaches.

RESULT:

  • The outline of the team's structure, responsibilities and role were mapped out between IT teams and then training programs and meetings were held with the team. Reviews were conducted as the team developed during its first year.

Goal 2

Improve service response time, consistency, and the quality of support.

RESULT:

  • IT reorganization was completed. District Support and Customer Support team's structure, responsibilities and roles were created. Members of the IT team participated in training meetings. Reviews were conducted as the team developed during its first year.

Goal 3

Expand and implement Knowledge centered support for customers.

RESULT:

  • A team was created from different depts and met to discuss the standards and templates. 2 members then created the workflows and templates to use and between the team we reviewed current articles and created new ones for the school year start. The quarterly meetings were set up provisionally to start in the fall.

Goal 4

Facilitate an internship for students providing real life work experience opportunities.

RESULT:

  • We met with the CTC team and outlined the course requirements. The student was then placed with all teams within IT dept for work experience. The student completed internship before the end of first semester.

Goal 5

Improve audio-visual presentation experience by providing consistent presentation environment.

RESULT:

  • Working with an external vendor we held 5 meetings to gather data for them and then review their plan over a 5 month period. The final draft was reviewed and the AV plan was approved and put in place.

RESULT:

  • The AV plan was emailed to all the project management team and AV vendors we currently used. It is also emailed to them on creation of new construction projects.

Technical Operations Asset

Goal 1

Establish a process for District technology assets to be purchased through, and inventoried by, the Technology department for accountability to stakeholders.

RESULT:

  • The team was set up, but nothing official has been communicated yet to staff. Procurement did say they would notify us of any "devices" being ordered.

RESULT:

  • Devices at campuses were inventoried by the field technicians during the year.

RESULT:

  • Dashboards are available for district and campus administrators in ServiceNow allowing them to see inventory at their locations.

Goal 2

All devices are refreshed to achieve continued security and application compliance.

RESULT:

  • Using ServiceNow and manually supplied spreadsheets the projections were made and orders placed for the new year refresh.

RESULT:

  • A device configuration analysis was completed. New iPad and Chromebook specifications were adopted based on the applications load data and feedback from multiple departments.

Goal 3

Automate Asset management processes for efficiency and accuracy across all records.

RESULT:

  • Service Now tables were identified for improvement through automation. Fields such as, End of Life, Hardware Status, Status and Manufacturer Return have been automated.

Goal 4

Provide a 3-year refresh for iPads with a program to recover costs providing revenue for future purchases.

RESULT:

  • An agreement was established with Apple to enable a 3 year replacement cycle including 3 years of accidental damage warranty and support.

RESULT:

  • Multiple salvage vendors were qualified to process salvage equipment. Selected vendor has been onboarded and credit checks have been received after each engagement.

ServiceNow Management

Goal 1

Provide a mobile friendly experience to access IT support.

RESULT:

  • The Now Mobile app has been selected as the best option for mobile interaction with the platform for end users. The Mobile Agent app has been selected as the best option for ticket workers.

RESULT:

  • Vendor-specific functions have been added to the Service Portal, allowing direct interaction with tickets without requiring back-end access.

Goal 2

Review and establish integrations with other application platforms.

RESULT:

  • REST API integration has been established between Jamf Pro and ServiceNow. Device specific data is now regularly imported.

RESULT:

  • Remote interaction capabilities were expanded for functions within Airwatch, Jamf Pro and Google Workspace. allowing for system locks, wipes and configuration profile changes to be initiated from within ServiceNow.

Goal 3

Streamline and expand the current Stockroom/Stock checkout procedures.

RESULT:

  • A new parts management system has been developed to utilize Zone-based stockrooms and a cleaner, more efficient workflow for parts check-out.

RESULT:

  • The new Parts Request system has been integrated into the Incident form, providing a more efficient method for obtaining, and referencing parts for the specific Incident.

Goal 4

ÌýIncrease technology Self-Serve support options for customers.

RESULT:

  • Customizing a virtual agent for chat interaction in the service portal became dependent on platform upgrades that could not be implemented during 2021-2022.

RESULT:

  • Compatible phone system solutions were analyzed and a recommendation was adopted.

RESULT:

  • Knowledge article recommendations are now available during help request processes based on revisions and expansion of the Knowledge Base.

Client Services and Solutions

Goal

Increase accuracy & efficiency of endpoint management systems by synchronizing with asset management data.

RESULT:

  • Platform integrations were completed to maintain consistent location information across platforms.