SupportDesk for Schools
SupportDesk can be rapidly implemented for schools with Windows™, Web and if required Mobile interfaces adhering to the BECTA framework for ICT Technical Support (FITS) and ITIL® best practices. SupportDesk is adaptable to meet the demands of ICT Technical Support personnel, management and teaching staff needs and is licensed on a concurrent user basis. Licences can be “reserved” for individual support personnel and changed as required. The SupportDesk windows licence incorporates all of the following facilities.
FITs Compatible Framework
Incident Management
Log, prioritise and escalate incidents throughout their lifecycle with clear ownership tracking and reporting.
Automatic incident creation from incoming e-mails, immediate matching and identification of related problems and known errors. Skills based incident routing to appropriate ICT support staff for effective incident handling. Customisable templates for rapid capture of commonly recurring incidents.
Problem Management
Identify and resolve problems and provide workarounds for known errors to minimise the reoccurrence of incidents. Automatic notification of all affected users with resolutions or workarounds. Identifying and reporting on problem trends for proactive support.
Configuration Management
Configuration Management Database (CMDB) stores hardware, software, documentation, people and other configuration items. Parent/Child relationships provide intuitive structure for configuration items with easy retrieval of users and assets via the Search Console.
Change Management
Requests for change (RFC) can be raised against incidents, problems, known errors and configuration items including users, computers and locations. RFC approval and acceptance is provided with Change Advisory Board (CAB) notification and voting. Change prioritisation supports the necessary tasks required for successful deployment. An Audit Trail logs all modifications to the RFC and provides analysis and cost reporting.
Service Level Management
Service Level Management monitors and reviews service levels against the Service Level Agreements (SLAs). Full escalation options are provided including text messaging and SupportDesk Alarm notifications. SLAs can have multiple service hours for flexible management of customers and third-parties.
Comprehensive Service Support
SupportDesk for Schools
The SupportDesk for Schools Windows™ client provides school wide, best practice, ICT Service Management. Enabling cost reductions in the delivery of effective ICT service support, while improving teacher and management satisfaction.
Alerts and Notifications
Drives communication between ICT Technical Support personnel and teaching staff informing them of the status of incidents, changes, problems and impending service level breaches via alerts and notifications.
Management Information & Reporting
The Management Console provides an unlimited user licence for live, graphical views of your support environment, throughout your school. Key performance indicators are shown with drill-down capability to the actual incident. Custom resolution codes help provide trend analysis to develop proactive support measures.
Knowledge Management
Knowledge base items help ICT Technical Support personnel solve their own queries and builds into an invaluable resource for staff.
Customer Satisfaction
User-definable Customer Satisfaction Surveys can be sent via e-mail to individual or groups of teachers providing feedback on the level of service delivered.
Integration
Integration with asset discovery and PC remote control software is provided as well as Microsoft Outlook synchronisation for task and calendar details. Microsoft Active Directory™ integration enables rapid setup and automatic updating of moves, additions, deletions and changes to users and computers. Links to OLE DB compliant data sources provide live views of external data.
SupportDesk for Schools
SupportDesk Schools packages have been created to provide the typical components required for a cost effective deployment. The components include SupportDesk for Windows licensed on a concurrent basis and the Web Interface both of which are provided with 12 months technical support & software upgrade maintenance. A one day Consultancy and training option is available and a ½ day remote implementation. The Customer Web Interface provides unlimited teachers access to log and track support requests via the web. Additionally there is a Mobile Client available as an additional module which is also licensed on a concurrent basis with each connection using a single licence.
System Requirements
Windows™ Client version
- Windows™ 2000, XP, 2003
- Pentium class PC (1000 Mhz or higher recommended)
- Minimum 256 Mb RAM
- Minimum 100 Mb disk space required
SupportDesk Web Interface (web server requirements)
- Windows™ 2000, XP, 2003
- Pentium class PC (1000 Mhz or higher recommended)
- Internet Information Services (IIS) v5 or higher
- Minimum 512 Mb RAM
- Minimum 100 Mb disk space required
SupportDesk Mobile
- Microsoft Windows Mobile™ / Microsoft Pocket PC™ / Windows CE™ v3 or higher
- Microsoft Activesync™ is required for installation via a desktop PC
- Minimum 200 Mhz processor
- TCP/IP connection to enable connectivity to the service desk database Wi-Fi, GPRS/3G or Bluetooth
Recommended server requirements
- Database requirements, Microsoft SQL Server 2000/2005/2005 Express Edition or MSDE
- 512 Mb RAM
- Dual 1GHz processors
- Disk Space:95-270 MB (250 MB for a typical installation)
- SupportDesk E-mail Service Module requires SMTP/POP3
SupportDesk Trial Version
Please visit www.richmondsys.com/education to download a trial version of the SupportDesk for schools software.
Mobile Client & Web Interface
SupportDesk Web Interface
The SupportDesk Web Interface enables teachers to take ownership of their own incidents, logging, tracking and even accessing self help through the SupportDesk Knowledge Base, all via a web browser.
ICT Technical Support personnel can also publish Microsoft Office™ documents, HTML or PDFs to a web server for retrieval by teachers.
Maintenance and Support
As part of the SupportDesk Schools packages we provide a comprehensive Upgrade and Maintenance Contract- this includes:
- 12 months product maintenance including all new versions of the software
- Unlimited support via phone, web and e-mail
- A dedicated website for access to product downloads and technical support.
Consultancy and Training
Onsite consultancy & training is available as well as remote implementation. Our experienced consultants will either come on-site for configuration and training or provide remote connection and configure of your system. Consultancy and training help you get up and running as quickly and productively as possible.
SupportDesk Mobile
SupportDesk Mobile is provided as an additional module to add to the Schools package.
This provides ICT Technical Support personnel with the incident management functionality of the Windows™ client module via a mobile device.
The product can be deployed to any portable device that supports the Windows Mobile™ operating system. Connectivity to the SupportDesk database is provided via Wi-Fi, GPRS/3G or a Bluetooth connection.
