District District Technology Reporting Technology Reporting and Communicationand Communication

IntroductionIntroduction

One of the most inefficient methods of One of the most inefficient methods of communication of technical problems is by word of communication of technical problems is by word of mouth. This being based on the various levels of mouth. This being based on the various levels of end users, technicians and administrators involved end users, technicians and administrators involved in the communication process. in the communication process.

Resolution: Introduction of a set of standardized Resolution: Introduction of a set of standardized methods and procedures which lead to the effective methods and procedures which lead to the effective resolution of technical needs and issues. resolution of technical needs and issues.

Resolution:Resolution:

Magic Service DeskMagic Service Desk

1.1. An automated tracking method for technical issuesAn automated tracking method for technical issues2.2. An automated response method for technical issuesAn automated response method for technical issues3.3. Minimize the need of verbal communicationMinimize the need of verbal communication4.4. Increase productivity during problem resolutionIncrease productivity during problem resolution5.5. Increase efficiency during problem resolutionIncrease efficiency during problem resolution

The primary purpose of integrating a computerized program into the communication process is to provide:

DefinitionsDefinitions

ClientClient (Teachers)- Staff member which primarily enters, verifies and (Teachers)- Staff member which primarily enters, verifies and checks the status of technology incidents tickets.checks the status of technology incidents tickets.

StaffStaff (STC’s)- School or district based member which can generate, (STC’s)- School or district based member which can generate, re-assign, complete work on and close technology incident tickets.re-assign, complete work on and close technology incident tickets.

Magic Help DeskMagic Help Desk-- HTML based client program. HTML based client program.

Magic Service Desk-Magic Service Desk- HTML based staff program. HTML based staff program.

IncidentIncident-- Technical issue or problem which may range from a Technical issue or problem which may range from a training request to mechanical problem with a technology training request to mechanical problem with a technology component.component.

LinksLinks

General login page: General login page: http://helpdesk.pike.kyschools.us

Staff Login Page: Staff Login Page: http://helpdesk.pike.kyschools.us/magic

Client Login Page: http://helpdesk.pike.kyschools.us/sdeClient Login Page: http://helpdesk.pike.kyschools.us/sde

CommunicationCommunication

Staff RequirementsStaff Requirements Detailed descriptionsDetailed descriptions Check e-mail dailyCheck e-mail daily Log into Magic when notifiedLog into Magic when notified Complete the request prior to staff arriving to work on Complete the request prior to staff arriving to work on

other issuesother issues

Administrator RequirementsAdministrator Requirements Champion the cause- Success has to start at the top Champion the cause- Success has to start at the top Reinforce the need for proceduresReinforce the need for procedures Practice what you preachPractice what you preach Rely on the STC as the program expertRely on the STC as the program expert