District Support and Customer Service Strategic Plan

District Support and Customer Service Strategic Plan

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    SUMMARY

    The District Support & Customer Service Department provides hardware and software support for all district purchased computers and peripherals in the school district. It’s specific areas of service include planning for new construction, acquisition of new equipment, salvaging older equipment, technical specifications for hardware and software, technology deployment, continuous technical support, and the Service Desk.

    Client Services Team

    Goal 1

    Improve device management systems to expand support options, increase efficiency and enhance user experience.

    Outcomes:

    • Native Microsoft account sync process between on-premises and cloud environment.
    • Enroll 95% of Windows fleet in Intune.

    Outcomes:

    • Expand Software Center offerings by 60%.
    • Migrate 70% of users to sync personal folders to OneDrive.

    Outcomes:

    • Offer PXE booting at 50% of the campuses.
    • Configure Wake-on-LAN functionality for 80% of Configuration Manager Windows clients.
    • Provide BGInfo on 90% of Windows computers.

    Goal 2

    Improve security configuration for systems and devices to increase the District’s security posture.

    Outcomes:

    • 85% compliance with CISCAT Benchmarks.
    • Fewer than # computers running legacy Windows.
    • 95% of domain-joined computers have a randomized local admin password.

    Goal 3

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

    Outcome:

    • Coalesce 90% of endpoint devices across all platforms into ServiceNow.

    Outcomes:

    • Remove 98% of retired and salvaged devices, measured at beginning of project, from management systems.
    • 75% of identified unmanaged devices enrolled.
    • 20 or fewer devices per management systems not in ServiceNow.

    Outcome:

    • Establish weekly sync to true up locations.

    Goal 4

    Streamline processes, procedures, and documentation to enforce consistency and provide efficiency.

    Outcome:

    • Write 40 new knowledge base articles in ServiceNow or on www.aisd.net.

    Outcomes:

    • Schedule November, December, and January rotations.
    • Add 50 new documentation articles.

    ServiceNow Management

    Goal 1

    Provide a mobile friendly experience to access IT support.

    Outcomes:

    • Single product selection compatible with existing service manager solution.
    • User access via mobile friendly app.

    Outcome:

    • Parent and vendor visibility to support activities. 

    Goal 2

    Review and establish integrations with other application platforms.

    Outcome:

    • Increase records accuracy between IT Service Management platform and mobile device management platform. 

    Outcome:

    • Increase records accuracy between IT Service Management platform and mobile device management platform.

    Outcome:

    • Increase records accuracy between IT Service Management platform and mobile device management platform. 

    Outcome:

    • Increase records accuracy between IT Service Management platform and mobile device management platform. 

    Goal 3

    Streamline and expand the current Stockroom/Stock checkout procedures.

    Outcomes:

    • Have adequate inventory of commonly used parts for remote stockrooms.
    • Reduce Tech driving time by having available local inventory. 
    • Maintain accurate stock records per stockroom.
    • Create timely stock refill requests and fulfillment to keep remote stockrooms stocked.
    • Maintain operation of remote stockrooms and minimize errors.

    Outcomes:

    • Allow check out parts from the incident ticket instead of a separate interface.
    • Track where parts are used.
    • Track repair frequency.

    Goal 4

     Increase technology Self-Serve support options for customers.

    Outcome:

    • Interactive user support experience, with suggested resolutions. 

    Outcome:

    • Integrate phone system with IT Service Management platform to track service desk performance for call metrics. 

    Outcome:

    • Reduce resolution times for known documented issues.

    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.

    Outcome:

    • All Technology ordered through Technology Department providing standardization in devices.

    Outcome:

    • Up to date inventory records providing visibility for Inventory correction.

    Outcome:

    • Inventory awareness.

    Outcome:

    • Promote accountability and compliance for District assets.

    Goal 2

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

    Outcome:

    • Acceptable technology inventory resource allocations for instruction and business operations.

    Outcome:

    • Provide devices that are compliant with instructional and security software needs.

    Goal 3

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

    Outcomes:

    • Increase accuracy of the data reported.
    • Reduce manual processing time.

    Outcome:

    • Consistent data entry.

    Technology Operations and Customer Service

    Goal 1

    Improve technology support relations through adherence to systematic approaches.

    Outcomes:

    • Consistent support methodology for Techs.
    • Defined standard operating procedures.

    Goal 2

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

    Outcomes:

    • Established Tech support structure.
    • Defined standard operating procedures.

    Goal 3

    Expand and implement Knowledge centered support for customers.

    Outcomes:

    • Increased library of knowledge articles.
    • FAQ library for user reference.
    • Contactless support option.

    Goal 4

    Provide self-serve options for customers to teach and resolve their issues themselves.

    Outcomes:

    • Create tech awareness experiences.

    Goal 5

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

    Outcomes:

    • Have a technical design guideline for AV implementations.

    Outcome:

    • Construction vendor will have a reference guideline for AV work.