I recently wrote an article for CIO Review that looks at how K-12 schools across the country are managing to integrate new technology despite shrinking budgets. In "Growing Technology, Shrinking Resources," I discuss how the integration of laptops and tablets into schools and 1-to-1 programs has resulted in limited resources to manage and support these technologies, in part spurring demand for efficient service, knowledge sharing and effective device management.
In the article, we shared the challenges faced by Charlotte County Public Schools, which covers 23 schools, 2,200 staff members and 42 in-field and on-site technicians, and how the integration of Absolute Service has allowed analysts to build up a knowledge base and offer pro-active support.
The case study looks at common challenges of doing more with less, and the struggles to balance maintenance and help with ongoing training for teachers and staff. Like most other school districts, Charlotte County Public Schools relied on email and sometimes a conference board for IT issues, but knowledge was not permanent, so neither staff nor analysts could benefit from this knowledge.
Tapping into shared a shared knowledge base now enables Charlotte County Public Schools to offer self-service and fast, efficient resolution of issues. Other schools with budget and resource challenges can benefit from self-service and fast, efficient resolution of issues. Other schools with budget and resource a similar strategy. I recommend incorporating these steps into your IT service management (ITSM) implementation plan:
When everyone is on board, and the service is easy to use, school districts can expect cumulative benefits from incorporating tools such as a shared knowledge base. The thoughtful implementation of ITSM technology can create significant efficiencies that can then allow schools to keep pace with technology. And if the school district keeps pace, then so do the students and teachers.