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MT74 - Is Your Tech Support Keeping Up with Your Instr Tech
The document outlines the technology infrastructure and challenges faced by Lamar CISD, highlighting issues such as slow response times and a backlog of open tech support tickets. It proposes a three-pronged approach to improve efficiency, mitigate user frustrations, and add resources, emphasizing the need for automation and transparency. By implementing these changes, the district aims to enhance service effectiveness and user satisfaction while tracking performance metrics.
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MT74 - Is Your Tech Support Keeping Up with Your Instr Tech
- 2. Chris Nilsson Director ofTechnology Integration Lamar CISD cnilsson@lcisd.org @chrisnilsson iCafe.lcisd.org
- 3. 3 Dell - InternalUse - Confidential
- 4. 4 Dell - InternalUse - Confidential Technology Overview • 21,000 PCs • 7,800 student laptops • 14,000 iPads • 100% IWBs • 2,300 projectors • Managed printers • WiFi everywhere (AC) • BYOT • 1Gb/10Gb • Palo Alto/Cisco ACS/iBoss
- 5. 5 Dell - InternalUse - Confidential
- 6. 6 Dell - InternalUse - Confidential A Framework for Change 1 2 3 Challenge Critical Look Change
- 7. 7 Dell - InternalUse - Confidential 2013 - Our Challenge Numbers • 1,400 opentickets • Slow response • Unpredictable results Reaction • Frustrated users • Exhausted supportstaff • Lack of trust • No equity Trends • Device counts going up • Usage rising • Criticality Increasing
- 8. 8 Dell - InternalUse - Confidential Critical Look 0 3,250 6,500 9,750 13,000 16,250 2007 2008 2009 2010 2011 2012 2013 TechnologyWorkOrders School Year
- 9. 9 Dell - InternalUse - Confidential Critical Look Tech 2013 Tickets 1 1533 2 1467 3 1149 4 2233 5 1432 6 1411 7 199 8 0 9 0
- 10. 10 Dell - InternalUse - Confidential Critical Look Joe,150 Nelson, 21 Pete, 12 Chris, 8 Danny, 7 Brad, 6 Dustin, 3
- 11. 11 Dell - InternalUse - Confidential Critical Look Over $100,000 left in budget
- 12. 12 Dell - InternalUse - Confidential Change Desired Fewer open tickets
- 13. 13 Dell - InternalUse - Confidential Three pronged approach Efficiency Mitigation Add Resources
- 14. 14 Dell - InternalUse - Confidential Efficiency How do you use your resources?
- 15. 15 Dell - InternalUse - Confidential Efficiency Tech 2013 Tickets 2014 Proposed 1 1533 1147 2 1467 1060 3 1149 999 4 2233 1410 5 1432 1335 6 1411 1150 7 199 381 8 0 538 9 0 1404
- 16. 16 Dell - InternalUse - Confidential Efficiency Over $100,000 left in budget
- 17. 17 Dell - InternalUse - Confidential Efficiency How do you use your resources? Fix your time killers!
- 18. 18 Dell - InternalUse - Confidential Efficiency
- 19. 19 Dell - InternalUse - Confidential Software Installation - 35%
- 20. 20 Dell - InternalUse - Confidential Reimage - 23% • Dedicated Imaging Servers per Campus • Switched to Managed Laptop Carts • Automate Everything • Speed and Agility
- 21. 21 Dell - InternalUse - Confidential Hardware Failure - 18% ‣ Stock EVERYTHING ‣ Put in on the TRUCK
- 22. 22 Dell - InternalUse - Confidential Printers - 7%
- 23. 23 Dell - InternalUse - Confidential Efficiency How do you use your resources? Fix your time killers! Get your defense off the field Eliminate special treatment Triage tickets
- 24. 24 Dell - InternalUse - Confidential Mitigation COMMUNICATE!!! Get your offense on the field! Trust users (it's 2016) Beware of hypotheticals Make friends with your ITS Helpful help desk Better training
- 25. 25 Dell - InternalUse - Confidential
- 26. 26 Dell - InternalUse - Confidential Add Resources DO NOT START HERE!!! Data, data, data Eliminate waste Beware the anecdote Develop an SLA with impact metrics Track EVERYTHING Ask for outside help
- 27. 27 Dell - InternalUse - Confidential Results 0 3,250 6,500 9,750 13,000 16,250 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 TechnologyWorkOrders School Year
- 28. 28 Dell - InternalUse - Confidential Tech 2013 Tickets 2014 Proposed 2014 Actual 1 1533 1147 465 2 1467 1060 556 3 1149 999 561 4 2233 1410 732 5 1432 1335 589 6 1411 1150 735 7 199 381 301 8 0 538 634 9 0 1404 615 Results
- 29. 29 Dell - InternalUse - Confidential Year two changes 1. Automate our offense
- 30. 30 Dell - InternalUse - Confidential Automate our offense 44-B102-5HG3W12 63-XG17-7663W12
- 31. 31 Dell - InternalUse - Confidential Automate our offense
- 32. 32 Dell - InternalUse - Confidential Automate our offense
- 33. 33 Dell - InternalUse - Confidential Year two changes 1. Automate our offense 2. Empower users more 3. Complete transparency
- 34. 34 Dell - InternalUse - Confidential Complete transparency
- 35. 35 Dell - InternalUse - Confidential Complete transparency
- 36. 36 Dell - InternalUse - Confidential Custom SQL Reports SELECT USER.FULL_NAME AS TECHNICIAN, (CASE WHEN DATE(TIME_OPENED) = DATE(TIME_CLOSED) THEN ' Same Day' WHEN 5 * (DATEDIFF(TIME_CLOSED, TIME_OPENED) DIV 7) + MID('0123455401234434012332340122123401101234000123450', 7 * WEEKDAY(TIME_OPENED) + WEEKDAY(TIME_CLOSED) + 1, 1) - ( SELECT COUNT(*) FROM HD_SLA_HOLIDAYS WHERE (WEEKDAY(VALUE) < 5) AND (VALUE BETWEEN TIME_OPENED AND TIME_CLOSED) ) < 5 THEN '1-5 Days' WHEN 5 * (DATEDIFF(TIME_CLOSED, TIME_OPENED) DIV 7) + MID('0123455401234434012332340122123401101234000123450', 7 * WEEKDAY(TIME_OPENED) + WEEKDAY(TIME_CLOSED) + 1, 1) - ( SELECT COUNT(*) FROM HD_SLA_HOLIDAYS WHERE (WEEKDAY(VALUE) < 5)
- 37. 37 Dell - InternalUse - Confidential Foster, Briscoe, Wertheimer Same Day 12 2.5 Hours 17% 1-5 Days 54 3 Days 75% 5-10 Days 6 6 Days 8% More than 10 days 0 -- 0% Total Tickets 72 Percent of Total District Tickets 11% George Ranch, Reading, Ryon Same Day 46 3.1 Hours 51% 1-5 Days 45 2 Days 49% 5-10 Days 0 -- 0% More than 10 days 0 -- 0% Total Tickets 91 Percent of Total District Tickets 14% Adolphus, Austin, Frost, Hubenak, Huggins, McNeill, Pink Same Day 14 4.4 Hours 19% 1-5 Days 33 4 Days 46% 5-10 Days 24 9 Days 33% More than 10 days 1 11 Days 1% Total Tickets 72 Percent of Total District Tickets 11% Report Cards
- 38. 38 Dell - InternalUse - Confidential Report Cards Campus Fall 2015 Total Tickets Total Computers Tickets Per Computer Hutchison 149 317 0.470 Smith 120 281 0.427 Hubenak 177 417 0.424 Adolphus 111 269 0.413 Huggins 111 274 0.405 Campbell 137 341 0.402 Williams 104 269 0.387 Lamar JH 197 512 0.385 McNeill 122 321 0.380 Travis 134 360 0.372 Bow ie 144 424 0.340 Thomas 161 492 0.327 Pink 99 323 0.307 Long 111 368 0.302 Terry 301 1005 0.300 Dickinson 79 268 0.295 Foster 281 1025 0.274
- 39. 39 Dell - InternalUse - Confidential Year two changes 1. Automate our offense 2. Empower users more 3. Complete transparency 4. Simplify tasks
- 40. 40 Dell - InternalUse - Confidential Simplify tasks
- 41. 41 Dell - InternalUse - Confidential Simplify tasks Signed Java Deployment Ruleset Browser Switching
- 42. 42 Dell - InternalUse - Confidential Year two changes 1. Automate our offense 2. Empower users more 3. Complete transparency 4. Simplify tasks 5. Consolidate tools
- 43. 43 Dell - InternalUse - Confidential
- 44. 44 Dell - InternalUse - Confidential
- 45. 45 Dell - InternalUse - Confidential
- 46. 46 Dell - InternalUse - Confidential
- 47. 47 Dell - InternalUse - Confidential
- 48. 48 Dell - InternalUse - Confidential
- 49. 49 Dell - InternalUse - Confidential
- 50. 50 Dell - InternalUse - Confidential ‣ Inventory/Assets ‣ Imaging Scale ‣ Software Updates ‣ Driver Feed ‣ Email Management ‣ Processes ‣ Reporting
- 51. 51 Dell - InternalUse - Confidential Year three change Unified SupportStrategy
- 52. 52 Dell - InternalUse - Confidential Start of School 0 225 450 675 900 End of Summer Staff Day 1 Staff Day 2 Staff Day 3 Staff Day 4 Staff Day 5 Student Day 1 Student Day 2 Student Day 3 Student Day 4 Student Day 5
- 53. 53 Dell - InternalUse - Confidential #BestStartUpEver
- 54. 54 Dell - InternalUse - Confidential Start of School 0 225 450 675 900 End of Summer Staff Day 1 Staff Day 2 Staff Day 3 Staff Day 4 Staff Day 5 Student Day 1 Student Day 2 Student Day 3 Student Day 4 Student Day 5
- 55. 55 Dell - InternalUse - Confidential Final numbers Close Group Avg Time To Close % in Band Same Day 2.6 Hours 25% 1-5 Days 1 Days 55% 5-10 Days 5 Days 18% More than 10 days 10 Days 2% Close Group Avg Time To Close % in Band Same Day 6.7 Hours 16% 1-5 Days 4 Days 45% 5-10 Days 9 Days 17% More than 10 days 32 Days 21% 2013-2014 Current
- 56.
- 57. Chris Nilsson Director ofTechnology Integration Lamar CISD cnilsson@lcisd.org @chrisnilsson iCafe.lcisd.org