Fairfax County Public Schools

Fairfax County Public Schools

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Introductions

Terri Pendleton

IT Service Management, Service Management Programmer

Jennifer Sponheimer

IT Service Management, Functional Application Specialist

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About FCPS Outside of the Nation’s

Capital

11th Largest School System

184,000 Student

23,000+ Full Time Employees (400 IT)

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About IT Support in FCPS Every year we see approximately

250,000 incidents/service requests via:(graphs show data 8/1/12-present)

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FCPS Service Catalog History2007

State of IT Service: 200+ locations each with their own way of requesting service Employees did not know who to contact for service, support or

information

Applied Solution: HTML based service catalog with Cold Fusion forms

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FCPS Service Catalog History2007 – First Version

125 services:•Redirects•Simple (CF) forms that create a Remedy INC•Self reporting uses Remedy Requester Console

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FCPS Service Catalog History2010

State of IT Service: Existing services have been revised to have a consistent look and

feel for customers Still HTML based using Cold Fusion forms

Solution for Moving Forward: Conversion of all services to Kinetic

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FCPS Service Catalog History2010 – Next Iteration

Conversion Process•Redirect services•Simple services

Hurdles•Need to have two actions on the page that move to the request page

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FCPS Service Catalog2010 – Evolution with Kinetic

How using Kinetic moved us forward:

Now added approvals

Questions connecting to Remedy data: Importance of good data for integrating Sites People Formatting with visual appeal on request page

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FCPS Service Catalog History2012

State of IT Service: Still HTML Sub Index pages but pointing to Kinetic services Mechanism for searching the catalog in Cold Fusion

Solution for Moving Forward: Base entirety of service catalog in Kinetic

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FCPS Service Catalog History2012 – Current Version

New Additions with Kinetic:Move to using Kinetic as replacement for Remedy Requestor ConsoleDynamic Requests tableDynamic Survey and Approvals tables

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Successes with Kinetic New Task Engine – more accomplished with less effort

Replacement of paper based multi level approvals The story of EDSL

Replacement of Remedy templates with Kinetic forms The story of BYOD

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The Story of EDSL

What is EDSL?

Prior method for requesting access

New method for requesting access

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Old - Paper New - KineticThe Story of EDSL

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Successes with Kinetic New Task Engine – more accomplished with less effort

Replacement of paper based multi level approvals The story of EDSL

Replacement of Remedy templates with Kinetic forms The story of BYOD Required data easier to gather Non support users can use as well

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The Story of BYOD

What is BYOD?

Prior method for reporting devices

New method for reporting devices Required data easier to gather Non support users can use as well Automatically assign and resolve the ticket/multiple tickets

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Old - Template New - KineticThe Story of BYOD

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Successes with Kinetic

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Lessons LearnedReporting

BYOD – Fields that do not inherently exist in Remedy

Anticipating Report requests from customers

“Generic” fields in Remedy to push Kinetic data to

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Lessons LearnedGathering Requirements

Customers don’t know what they don’t know

Get customers to tell us their big dreams

A service for preliminary data collection

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Where do we go from here?FCPS Service Catalog Future

Role based services

More and Different Data Integrations

Using Kinetic Survey to collect feedback from customers

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Questions?