You may recognize some of the more visible changes now in place:
- Answering most calls that come into our service desk immediately
- Grouping schools into zones with an accountable IT zone leader
- Upgrading our software to the more reliable Windows 7
- Reintroducing Apple products into the District
- Supporting iPads, Droids, and Chromebooks
- Allowing schools to supplement the Tech Refresh process with additional technology purchases
- Increasing communications on outages, tips, and future directions
Over the summer we will make another transition by upgrading to a more robust IT Service Request system. The new system will be called Service Manager, a Microsoft product. It will replace HEAT, the system we currently use.
The IT Service Request icon on the desktop will remain the same, however, the interface will look different—watch for a sneak peak coming later this spring!
Service Manager will be fast and easy to use: it will automatically populate information about your computer and your location, and you will be able to enter a new ticket in 60 seconds or less.
I’m excited about this upcoming change. Besides being easier to use, Service Manager will give us more reliable data to help us locate and resolve pesky lingering issues that can be hard to track down. It will also have professional asset tracking capabilities, which will help us keep track of district devices.
When you come back in the fall, be ready for a new way to enter IT Service Requests. I think you’ll find it even easier than our current system.
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