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4 Ways a Service Desk Solves Problems Facing K-12 Educators

01/06/2014 by: The SunView Team

Educators are facing many challenges as technology begins to play a larger role in day-to-day activities. Using technology to improve educational methods is critical, however, as the right tools can engage students effectively and prepare them to be comfortable with sophisticated solutions later in life. This creates major service management challenges because most K-12 schools face severe limits to the number of IT workers they can hire and face a highly distributed technology environment. These issues make having an advanced IT service desk essential, and there are four key ways that a robust solution can solve emerging technology issues facing school districts.

1. Ensuring Efficient Incident Management
With so many technology services in place, but so few workers to manage them, IT teams in K-12 schools can easily face too many incidents to handle without taking shortcuts or cutting out other projects. An incident management platform can help IT leaders prioritize tickets, coordinate operations and complete support tasks more efficiently. As such, support teams can make major strides in resolving user issues with greater speed and ensure students, faculty and staff members are not impeded by problems with the technology systems they depend on.

2. Supporting a Diverse Configuration
The list of configuration items that an IT team must manage will usually include all of the hardware systems owned by the organization. This means that IT teams in K-12 school districts must not only manage the data center, but all of the computers in labs and classrooms, e-readers, smartphones, tablets, smart boards and other hardware systems used on a day-to-day basis. Managing such a diverse and distributed set of configuration items can prove incredibly difficult, as the distinct operating systems and hardware setups can create complexity and an increased volume of problems and incidents.

Putting an advanced service desk into place can create the visibility necessary to not only handle the volume of issues created by a diverse device configuration, but also recognize the many nuances that go into supporting such an environment.

3. Protecting Data by Minimizing Risk
Securing sensitive data is a major priority for school systems. Data must not only be stored safely, but for an extended time. As such, any imperfect change can be disastrous as sensitive information can end up lost or inadvertently made public. This can easily happen as efforts to change the configuration lead to alterations in databases and user authorizations. Because of this, change management becomes a critical technology for K-12 school districts. An effective solution will not only make it easier to schedule change, it will enable IT leaders to coordinate efforts across distributed operational environments.

Change management effectively eliminates the risk of a data loss event during a change by putting a system of adequate checks and balances into place to ensure operations are handled effectively.

4. Improving Visibility
Effective planning can prove incredibly difficult in school districts supporting distributed technological systems filled with diverse hardware and varied needs. A service desk can provide visibility into day-to-day technology processes, incidents, change requirements and how well different solutions are performing. Furthermore, a service desk can also be used to track key performance indicators and understand how broad IT strategies and processes need to change.

Long-term planning is critical for school districts. Budget limitations and a constant need to respond to federal and state standards for education combine to create numerous operational challenges that districts must be prepared to deal with. This creates a situation in which effectively anticipating needs and planning ahead can help districts maximize resources and stay ahead. A service desk provides the reporting functionality schools need to gain this edge in educating future generations.