Finding Time Savings and Efficiencies with an
Automated IT Help Desk
A Best Practices Webcast for
the Education Technology Professional
Today’s Speakers
Cooper Woodburn, Willis ISD, TX – Helpdesk/Desktop Support Manager
Matt Lightner – Applications Engineer, SchoolDude Maddie Mansson – Market Manager, SchoolDude
Today’s Agenda
• Finding Time Savings with an Automated IT Help Desk
• Best Practices with Cooper Woodburn, Willis ISD, TX
• ITDirect overview
• Q&A
Who is SchoolDude?
• SchoolDude is the nation’s leading provider of cloud applications designed specifically to help schools, both K-12 and higher education, manage technology, maintenance, and facility operations
• Our solutions are designed to help educational institutions of all sizes save money, increase efficiency, and improve services
• Currently, more than 6,000 institutions (5,000 public K-12 districts, including 1,200 IT clients) are using our IT solutions
Stretched too thin
• More work to do with less staff • More assets to manage
– BYOD and 1:1 computing
• Student to Technician ratio is increasing – Increased 5% in K12 schools
• Aging equipment – Little time for preventive maintenance
Something’s gotta give
The backbone of your entire IT operations. If it is not optimized and streamlined, how can the rest be?
66%
57%
51%
38%
44%
57%
72%
70%
Effectively support the needs of the district/school
Meet your department’s yearly objectives
Maintain network systems adequately
Install IT applications
Maintain IT applications
Plan for new technology
Implement new technology
Integrate technology into the classroom
IT Incident Management
The backbone of your entire IT operations. If it is not optimized and streamlined, how can the rest be?
ITDirect can help you… • Save approximately 30 minutes per incident. • Reduce data entry. • Improve customer service by automating requester
communication and feedback. • Achieve effective resource scheduling. • Justify staff, budget and resources. • Enhance accountability: no more getting stopped in
the hallway for “just a quick look”. • Reduce incident requests 20-30% through request
troubleshooting and knowledge base.
How much $$$ could you save?
• Average school processes about 1 incident request per student annually
• ITDirect reduces time to complete each work order by 15-30 minutes
(# of students x 30 minutes) 4000x30 2000 hours
60 minutes 60 saved annually
Multiply annual hours saved by your hourly labor rate – that’s how much $$$ you can save!
Best Practices with Willis ISD, Texas
Speaker:
Cooper Woodburn – Help Desk/Desktop Support Manager
• 6,500 Students
• 15 Buildings
• 850 District Staff
• 13 IT Team Members
– Tablet Roll-out
– MiFi Deployment
Willis ISD, TX
Challenges • No system in place to manage staff and
workload
• Unable to prioritize IT requests
• In-house help desk a manual process and time consuming
• Incident requests were printed out and manually prioritized by one person
• Data and history stored offline
• No access to knowledge base
Selection Process for New IT Help Desk—Requirements
• Web based system with easy access
• Easy to track status and history of incidents
• Ability to generate reports
• Seamless process for adding new users and requestors
• Prioritization control
Why ITDirect?
• Met all criteria
– Web based
– Data stored online
– Easy implementation
“Anyone familiar with a full-featured IT help desk will be able to learn ITDirect easily.”
Results of Implementing ITDirect
• Positive feedback from end users, IT Team, and upper management – Easy to use – Easy to appreciate web based system—no more
papers to carry around – Quick and accurate reports
• TIME SAVINGS! Work flow is automated, jobs are prioritized, and communication is efficient
“Since implementing ITDirect 15 months ago, we have completed almost 4,200 IT help requests.”
Report Card – Track, Measure, Justify
Track all your incident requests with easy reporting
Report Card – Track, Measure, Justify
Report Card – Track, Measure, Justify
Take a look at your IT help desk status from Get a bird’s eye view of your help desk activities—or drill down to view by IT Team Member
Executive Overview of SchoolDude’s ITDirect IT Help Desk System
To request an ITDirect demo: [email protected] or www.schooldude.com/attend-demo.php
More Insight
• The presentation and a recording of today’s webcast will be available at:
www.schooldude.com/resources
• Don’t miss these resources: • Crete-Monee School District, IL (ITDirect Case
Study) • Empowering the End User for Greater Control
(Help Desk webcast)
Contact
• Cooper Woodburn Willis ISD, TX [email protected]
• Matt Lightner, Applications Engineer,
SchoolDude [email protected]
1-877-868-3833 • Maddie Mansson, Marketing Manager,
SchoolDude [email protected]
1-877-868-3833
Serving more than 5,800 Educational
Organizations
Request an ITDirect demo: [email protected] or www.schooldude.com/attend-demo.php
