ISTE - Profile Your District/School

The recommendations provided by the Technology Support Index (TSI) are based upon a mathematical relationship between your score and the highest priority support strategies identified by technology leaders. These recommendations may not be consistent with your district priorities. As a result, we have provided the recommendations for all of the items on the TSI. Each recommendation correlates to a question on the TSI. This page is restricted to only those who have completed the profile. Because it is only accessible from the results page, you may wish to bookmark this page for future reference.

Equipment Standards | Staffing and Processes | Professional Development | Enterprise Management

1

Is your organization's computer hardware on an adopted replacement cycle?

Recommendation: The support costs for technology equipment rise exponentially when it is left in service beyond its normal expected life. Most school districts continue investing in older technology equipment even at extraordinary cost and limited capability because a systematic replacement cycle has not been adopted. An adopted cycle (3-5 years), either through equipment leasing or by purchase and replace is recommended for your school district.
Cost: Significant — Requires a strategic organizational and financial commitment
Resources: School districts committed to the use of technology are adopting replacement cycles to avoid obsolescence. Lake Washington School District ( www.lkwash.wednet.edu) adopted a 5-year cycle and 4:1 student to computer ratio for their entire district. Tucson Unified School District (www.tusd.k12.az.us) adopted a replacement cycle through a leasing program called Eduflex replacing all equipment every 3 years (www.compaq.com/education/k12/success/tucsonunified.html). Most manufacturers (e.g., www.compaq.com, www.apple.com) offer leasing programs.

2

When hardware is purchased, what brand or manufacturer option do you have (e.g., Dell, Compaq, IBM, Apple, etc.)?

Recommendation: Every brand of computer has its own unique characteristics. While there are many similarities between brands, having more than one brand makes computer support costly, time-consuming, and extremely challenging. Purchasing a single brand of computer over multiple years is strongly recommended, as the standard will create support efficiencies in the organization. In many cases the selection of a single brand can decrease purchase costs due to volume pricing and multiple year contracts. Most issues with single brand selection are related to organizational culture, decision-making, and budgeting.
Cost: Neutral — Savings can be gained with multiple year contracts.
Resources: Case studies of school districts that have selected a single brand of computer can be found with most major manufacturers. Some case studies include those highlighted by Dell, Apple, Compaq, Gateway, and others.

3

When hardware is purchased, what specific model and specification options do you have?

Recommendation: Every variation for a computer technician provides another new set of variables for troubleshooting, and in many cases a new set of knowledge. Most major computer brands have dozens of models, and in some cases entire model lines to choose from. The selection while appealing to the end-user makes support difficult with so many additional variables for a technician to contend with. Ultimately these variations increase support costs (training, parts, etc.) and are time-consuming. It is recommended that a single model line is selected and purchasing is limited to 2 or 3 models within that line. Further, the "consumer” model line should be evaluated against the “enterprise” models that will often outlast their consumer cousins.
Cost: Neutral

4

In your district, what platform options do you have (e.g., Windows, Apple, Sun)?

Recommendation: There is undisputed evidence that the support of multiple platforms is more costly in terms of real costs and time. In school districts where much support is informal through colleagues helping each other, multiple platforms in a building or district reduces the ability to take full advantage of informal support. Further, technical staff requirements are significantly higher typically requiring a larger staff or decreased service. A single platform is strongly recommended to provide efficient support.
Cost: Neutral — Savings can be gained with a single platform

5

In your district, how many operating systems (OS) are used and supported (e.g., Win 3.x, Win95, Win98, Win2000, Mac 7.x, Mac 8, Mac 9, etc.)?

Recommendation: Every operating system has its own set of advantages and disadvantages, along with technical requirements for operating effectively and efficiently. When multiple operating systems are supported in a district, the knowledge base required is greater, and troubleshooting becomes more challenging. Most technical issues are related either to hardware or operating system issues. As such, limiting the number of operating system versions in district is highly recommended.
Cost: Moderate — Keeping a consistent OS with new purchases has no cost implications. Migrating existing machines to a current operating system can have moderate costs to purchase the new OS and upgrading hardware to run it.

6

How much latitude does the user have to install software applications?

Recommendation: Every software application introduces a new set of variables for support personnel. In addition to application functionality, each software application interacts with the operating system and all of the features of the district's technology solution. Each application that is used should be tested before it is introduced for full deployment. A list of tested applications and the known issues should be made available to users. To completely contain technical issues, installation of applications that are not on the list should not be permitted.
Cost: Neutral

7

What donated equipment will the district accept?

Recommendation: Corporate partners and well-intentioned citizens want to help under funded schools by donating used technology. Unfortunately in many cases the used technology actually costs the school district significantly due to upgrades required and non-standard equipment that requires support. Further, many educational software applications, including those for lower grades, actually require more technical capability than many business applications. It is recommended that strong donation guidelines be in place requiring that all donations meet district brand, model, and specification guidelines and are less than 2 years old.
Cost: Neutral
Resources: www.siia.net/divisions/education/donatecomp.asp

8

How is equipment from outside grants handled?

Recommendation: A number of grant programs for both equipment and cash are available for educators and schools. Unfortunately support of non-standard equipment is challenging especially in districts where a well-defined standard is in place. It is recommended that a process for all grants involving technology is in place so that only equipment that meets the district standard is applied for or accepted.
Cost: Neutral

9

When peripherals (e.g., printers, scanners, digital cameras, etc.) are purchased, what specification options do you have?

Recommendation: In many organizations up to 25% of the supported technology devices may be peripherals (printers, digital cameras, scanners, etc.). Even with strong computer standards, peripheral standards are required to minimize support challenges. This is especially true of peripherals that are accessed on the network (printers). It is recommended that peripheral standards are put into place with limited models so that effective support can be provided. Further, consumer products that are not designed for an enterprise networked environment should be discouraged.
Cost: Minimal — Industrial versions of peripherals are more costly, but are typically balanced with longevity and reduced support costs.

10

When computer equipment reaches its replacement age, what options do you have?

Recommendation: Decades of funding issues in schools has created a culture that uses every resource to the very end of its life. Unfortunately with technology when equipment has reached the end of its reasonable life it begins to cost the district enormous resources to keep it in service. Even if no support is provided, staff time for troubleshooting and other indirect resources are substantial. Like textbooks that are replaced and surplussed on a cycle, technology should be surplussed after its usable life even if the equipment may still work. This strategy can be challenging for districts that have a culture of extreme frugality or do not have an adopted upgrade cycle.
Cost: Neutral

11

When equipment is purchased, what break/fix (warranties) agreements are provided?

Recommendation: Most technology companies offer standard equipment warranties of 1-3 years. Equipment warranties save district support costs both in time and real dollars. In some cases a good warranty program can actually generate revenue for the district if they are a self-supporting warranty organization and receive warranty reimbursements. A good warranty program ensures access to equipment, specific expertise and timely service. At the time of purchase most companies will provide and extended warranty option. It is recommended that a district consider purchasing agreements that include a warranty matching the expected service life of the equipment.
Cost: Moderate to High — Warranties beyond 3 years can be expensive

12

What security guidelines and procedures are in place to ensure a safe computing environment for staff and students?

Recommendation: In today’s computing environment security has risen to mission critical status. Schools are vulnerable to security attacks both inside the school and from outside the school. Often security breaches are destructive in nature consuming enormous technical resources. Unfortunately the greatest security risk in schools today is human error usually created by careless use of passwords. Passwords are often shared, easily stolen, and are rarely changed often enough to avoid security vulnerabilities. Today a number of network tools can help enforce effective security procedures including limiting administrative access, “strong passwords” (use of numbers and letters), and rotating passwords. It is recommended that a district consider putting into place strong security procedures to avoid time consuming and possibly catastrophic events.
Cost: Neutral — Most organizations have security tools at their disposal, but often under utilize them.
Resources: http://securedistrict.cosn.org/

13

Has your organization put in place a hardware firewall and security standards for software vendors?

Recommendation: With hundreds of millions of computers now connected to the Internet 24 hours a day, network security is more important than ever. Computers have been programmed to locate servers and computers automatically to exploit their vulnerabilities and either spread destructive files and programs or to simply shut them down. A hardware firewall prevents the random victimization that schools may face with this kind of cyber activity. It is recommended that every school district put into place a hardware firewall as well as strict policies as to how and when the ports are opened on a firewall for applications. While not perfect, a hardware firewall will go a long way towards protecting the organizations computing assets.
Cost: Minimal to Moderate
Resources: www.cisco.com and www.nwfusion.com.

Equipment Standards | Staffing and Processes | Professional Development | Enterprise Management

1

How are instructional technology and technical support functions organized in your school district?

Recommendation: Competing interests in a school district often compromise the organization’s ability to provide effective support. When all technology functions report through one organizational structure communication is enhanced, priorities are readily established, and duplication is eliminated. Further, the leader of the technology arm of the organization should be represented on the Superintendent’s cabinet and in strategic decision-making. It is recommended that all technology functions report through one position on the Superintendent’s cabinet.
Cost: Neutral

4

What is your computer to technician ratio? (This ratio should include staff responsible for troubleshooting, installations, computer repair, and networking issues. It should NOT include instructional and training staff.)

Recommendation: Certainly the most challenging (and costly) issue related to technology support in schools is staffing. Most private industries staff technical support with a technician for every 50 to 100 computers. School districts, on the other hand, will commonly see ratios of 250:1 or greater. It is recommended that technology staffing is prioritized to ensure that downtime is minimized and that staff and students can readily depend upon the district's technology.
Cost: High

5

How is technical staffing established in your district?

Recommendation: Many school districts fund staffing based upon a political process rather than one that is committed to a staffing formula generated by the conditions in the district. For example, a new program may generate an additional 500 computers but rarely will the new equipment generate an equivalent number of staff. Existing staff is expected to support the new equipment with existing resources. Even if the formula is less than ideal, a formula based system of staffing creates a basis and rationale for technology staffing. Considerations for the staffing formula include computer and peripheral number, buildings, network connections, number of applications supported, number of operating systems, etc. A formula driven staffing formula is highly recommended.
Cost: Moderate to High — Depending upon the nature of the formula, over time additional staffing is typically generated unless the desired computer penetration has been accomplished.
Resources: http://techguide.merit.edu/

10

Is there a process in place to escalate technical issues in your district?

Recommendation: The most effective support organizations are those that can match the identified problem with appropriate expertise as quickly as possible. Efficiency is will make or break a support strategy. Further, to contain costs routine tasks should be handled by employees with less expertise (and salary) while high-level employees should be focused on only the most complex problems to resolve. Appropriate matching of issues to employees is most effectively handled through an escalation process with multiple levels of support. All tasks start at the lowest level of expertise for identification and are escalated up the organization according to complexity and urgency. Districts of all sizes should have an escalation process in place.
Cost: Minimal

11

Does your technology support system use a central HelpDesk?

Recommendation: The most efficient and effective support practice used in industry is a HelpDesk for the first line of defense. The HelpDesk centralizes the intellectual capital of the organization and allows for efficient deployment of technical resources. Even in small school districts, the helpdesk is an essential component of an effective support system. The development and effective use of a technology HelpDesk is strongly recommended.
Cost: Minimal to Moderate

12

Does staff use an online knowledgebase for help with technical issues?

Recommendation: A large percentage of technical issues that arise are often simple in nature. In most cases, with the right information and a culture that promotes minimal troubleshooting, users can help themselves for many technical problems. An easy to use and searchable knowledgebase is critical to empower users to solve the simple problems themselves. The more effective knowledgebase implementations are those that grow with the organization and are populated by staffs that are solving problems. To more effectively use staff time and resources, the purchase and use of an on-line knowledgebase is strongly recommended.
Cost: Minimal to Moderate

13

For different types of software packages, how is support handled?

Recommendation: Unlike the business environment that supports a relatively limited number of software applications, in education there are hundreds of titles. In today’s environment it is impossible to fully support every product. It is important to establish guidelines for support that will help guide in the purchase of software, and will establish reasonable expectations for staff. This typically results in a list of software with different categories of support and expected action. So that support activity matches employee expectations, it is recommended that a supported software list and protocols is put into place.
Cost: Neutral

14

How is new equipment deployed in your organization?

Recommendation: When new equipment arrives in a school or district the regular technical support duties are often disrupted until the deployment is complete. Many districts try to purchase in large quantities to take advantage of volume pricing which exacerbates the problem. A number of hardware vendors and service organizations now offer installation services for districts that include asset tagging, branding, software installation (imaging), and set-up. By deploying equipment in this way technology service staff can keep the disruption to support at a minimum. It is recommended that equipment deployment services be used, especially on large orders.
Cost: Moderate

15

Does your school district develop and use quality documentation for technical tasks?

Recommendation: School district technology staffs retain tremendous intellectual capital as they solve problems and develop solutions. Unfortunately employees take this intellectual capital with them when they change jobs unless procedures are well documented. Further, in larger organizations the documentation of procedures ensures that staffs are implementing technical processes uniformly across the organization. It is recommended that a regular documentation is built into technology support practice in the school district.
Cost: Minimal to Moderate

6

Do your technical staff have appropriate professional certifications?

Recommendation: Professional certification is important to develop internal expertise that is both efficient and effective. While certification will not guarantee success, it does provide increased expertise, access to highly technical resources, and a culture of professionalism that will encourage employees to excel. It is recommended that certification is an integral component of hiring and professional development for technical staff.
Cost: Minimal to Moderate

7

Does your organization provide differentiated job descriptions for its technical staff?

Recommendation: Specialization creates efficiencies for an organization. In particular areas of expertise, specialization is particularly effective. With a broad spectrum of knowledge in technology, job descriptions and hiring practices that have a defined skill set are important to help delineate workflow and reduce redundancies. It is recommended that clear delineated job descriptions are part of your technology organization.
Cost: Neutral

8

Is your organization able to successfully retain technical staff?

Recommendation: Retaining technical expertise in the public sector is challenging. It is recommended that school district has in place a deliberate strategy to retain employees that moves beyond compensation. This includes issues of culture, morale, professional opportunities, and highlighting the benefits of public service.
Cost: Minimal

9

How well does your compensation of technical staff compare to other similar organizations?

Recommendation: Employees in the high tech sector are in very high demand. Most school districts do not expect to compete with many of their private sector neighbors. It is recommended, however, that a school district monitor comparative salaries with similar public organizations in their area to stay in the higher quartile at a minimum, preferably in the top 10%.
Cost: Moderate to High

2

Is contracted support used as the primary support strategy?

Recommendation: School districts are finding that under certain circumstances completely outsourcing a function of the organization is not only desirable but preferred. By doing this, it allows the school district to concentrate on its core competency, educating children. Technical support if managed appropriately can be effectively outsourced providing an efficient and effective technology support strategy.
Cost: High

17

Are students used to support technology in your district?

Recommendation: Many students are interested in technology and have tremendous expertise. It is important, however, that the use of students for technical support is designed around a curricular program, and isn’t used to supplant a support program. It is recommended that a student program is put into place that aligns itself with district and state technology goals. The program should work in conjunction with the existing technology support program.
Cost: Neutral

3

Is contracted support used as supplementary support strategy?

Recommendation: A variety of contracted technology services are available to school districts, and can be a benefit. The most effective contracted support is used for highly technical projects that are short-term. It is recommended that contracted support is used for major projects and highly technical solutions while day to day operations and low level tasks are handled internally.
Cost: Moderate

16

How are teachers and librarians used for technical support?

Recommendation: As technology as emerged in school systems technically oriented teaching staff have helped provide technical support, usually with a stipend or release time from the classroom. At one time this was both effective and appropriate. With computer penetration reaching very high levels, the use of teachers to support technology is both expensive and inefficient. It is recommended that teaching staffs are only used as a contact point in the building. Technology staff should handle technical support. Teaching staff should concentrate on their primary function…teaching.
Cost: Neutral

Equipment Standards | Staffing and Processes | Professional Development | Enterprise Management

1

Does the district have in place a comprehensive technology training program for all staff?

Recommendation: Empowering the school employee to use technology effectively is a very effective strategy to address technical support issues. The staff member should not be expected to solve difficult technical problems. However, if simple problems can be solved or merely identified by the end-user, technical staff can concentrate on more complex tasks. It is recommended that an effective training program for ALL staff is put into place. This program should include appropriate incentives, accountability, and a diverse set of learning resources.
Cost: High

2

Does your district provide individualized online professional development opportunities?

Recommendation: Providing online training for staff expands their pool of opportunities, increasing staff capacity, and reducing low-level technical support issues. It is recommended that online training is put into place both on-site and remotely.
Cost: Minimal to Moderate

3

Does your district provide just-in-time training organization-wide and is it used consistently?

Recommendation: Just-in-time-training provides opportunities for staff to learn exactly what they need, when they need it, in small-defined pieces. When an effective system of just in time training is in place, staff are empowered and overall support requirements of the organization are reduced. It is recommended that a just in time training program is implemented and used as part of the organizational culture.
Cost: Moderate

4

Does your district have clear expectations of what staff should be able to do with technology?

Recommendation: Organizations that have high expectations for ALL staff with systems in place to provide support will have lower support costs over the long term. While initially support costs are high bringing staff up to speed, as staff become more sophisticated those costs drop. It is recommended that clear expectations are established for all staffs including basic troubleshooting.
Cost: Neutral
Resources: http://cnets.iste.org/

6

Does technical staff receive training opportunities?

Recommendation: Technology changes rapidly and the complexities of a highly technical environment are challenging. To stay abreast of current solutions it is recommended that technical staff training is provided as a normal part of working in the school district. Training activities should be part of the work schedule, and should lead toward certification.
Cost: Minimal to Moderate

5

Is basic troubleshooting part of the professional development program?

Recommendation: Organizations that use technology effectively can balance self-help provided by the end user with the additional technical support provided by the district. It is recommended that very basic troubleshooting skills are built into the professional development program decreasing the number of low-level technical support calls.
Cost: Minimal to Moderate

Equipment Standards | Staffing and Processes | Professional Development | Enterprise Management

1

Does your organization have a trouble ticketing system in place?

Recommendation: A trouble ticketing system ensures that all technical issues are resolved and can assist a technology group in identifying strengths and weaknesses. With a ticketing system a call is tracked with action and issues recorded. Technicians are more efficient as they can locate the history on a computer or user. In addition, response time and consistently used solutions can be evaluated. It is strongly recommended that a trouble ticketing system with tracking capability is purchased and utilized as a normal part of operations.
Cost: Minimal to Moderate

2

Does your organization use virus protection?

Recommendation: A computer virus outbreak can take an entire organization’s technology to its knees in a matter of minutes. It is highly recommended that a virus solution is in place to protect district computers from destructive viruses. Further, that solution should be server based and updated automatically.
Cost: Minimal to Moderate

3

Does your organization have a broadband network in place to allow for the use of sophisticated network tools?

Recommendation: The key to effectively using automation tools is a robust network infrastructure. With a solid infrastructure it is possible to use tools that allow for the remote management of software, hardware, copyright compliance, and remote computer control for training and support. It is strongly recommended that a robust network infrastructure is planned and installed for technology management in addition to many of the other district benefits.
Cost: High to Significant
Resources: http://fcit.usf.edu/network/

4

Does your organization use profiles or other desktop standardization tools to provide a common interface for users?

Recommendation: When a user’s computer has a universal setup across the district, technical staff can quickly and easily assist the user. As the desktops change, support becomes significantly more challenging. It is recommended that a common desktop and software setup is implemented allowing for the easy diagnosis and resolution to problems. This is especially true for student computers where malicious incidents are common.
Cost: Minimal

5

Does your organization use network sniffing and analysis tools to support the district infrastructure?

Recommendation: Problems on a local area and/or wide area network can have far reaching implications. Network sniffing tools allow not only for the remote diagnosis of problems, but also for preventive maintenance through network analysis. It is strongly recommended that network sniffing tools are utilized for the maintenance and diagnosis of the network.
Cost: Minimal to Moderate

6

Does your organization have an expansive knowledgebase for technical support?

Recommendation: A large percentage of technical issues that arise are often simple in nature. In most cases, with the right information and a culture that promotes minimal troubleshooting, users can help themselves for many technical problems. An easy to use and searchable knowledgebase is critical to empower users to solve the simple problems themselves. The more effective knowledgebase implementations are those that grow with the organization and are populated by staff that are solving problems. To more effectively use staff time and resources, the purchase and use of an online knowledgebase is strongly recommended.
Cost: Minimal to Moderate

7

Is electronic communication used systemically throughout your organization?

Recommendation: Electronic communication can profoundly impact the effectiveness of an organization. For technical support, technical solutions can be provided through e-mail, electronic bulletin boards, or the Web. With the pervasive use of electronic communication the possibilities for effective support are expanded substantially. It is highly recommended that electronic communication is in place for ALL employees and is readily used as the normal means of communication.
Cost: Minimal to Moderate

8

Does your organization use remote computer management (e.g., PC Anywhere) as a support strategy?

Recommendation: Technical support costs easily escalate because technicians are required to travel to the location of the computer to resolve the issue. If a technician is able to access a computer remotely, regardless of location, significant savings of time and resources will be gained. It is recommended that the district puts into place technology to remotely manage desktop PCs.
Cost: Moderate to High

9

Does your organization use Ghost or other imaging software to setup and repair systems?

Recommendation: When computers are deployed the installation of district software can be very time consuming; the Office suite alone can take several hours. The use of imaging software (e.g. Ghost) to place all district software on a computer at installation can save an enormous amount of time. Further, if a computer is corrupt, the use of imaging software to repair and re-install software can also save a great deal of time. It is strongly recommended that the district uses imaging software for deployment and as part of the support strategy.
Cost: Minimal

10

Does your organization use SMS, ManageWise, or other push and metering technologies?

Recommendation: Software distribution and metering can take place over the network with products like Microsoft’s SMS and Novell’s Managewise. Enormous labor savings can be gained by distributing software in this way. In addition these products allow for asset management, copyright compliance, and detection of software that may place the system at risk. It is recommended that Metering and Application Push technology is utilized for software distribution and management.
Cost: Moderate

11

Are your organization’s servers centralized?

Recommendation: Server management can be time-consuming, complex, and resource intensive. Whenever possible, consolidation of server resources to minimize management is a great advantage. This reduces labor required for backup, redundant systems, and unnecessary overhead. To create server farms a robust network must be in place. It is strongly recommended that when appropriate network infrastructure is in place, centralization of servers is implemented.
Cost: Moderate to High

12

Does your organization use any Application Service Providers (ASP) either commercially or within the organization?

Recommendation: An application service provider serves a large population of users with one very large central processing resource. The ASP takes advantage of the economies of scale to provide application services at a reduced cost. With this scenario, many of the technical support issues are shifted to the ASP including backup and server performance. When appropriate infrastructure is in place, it is recommended that core applications are hosted by an Application Service Provider.
Cost: Moderate to High

14

Does your organization use any vendor specific software tools for management and diagnosis of technical issues (e.g., Insight Manager)?

Recommendation: Many vendors provide their own management tools to reduce downtime and increase support. This includes restore disks and management tools like HP’s Insight Manager. It is highly recommended that districts take advantage of vendor provided tools for the management of computer systems.
Cost: Minimal

15

Does your organization have a quality assurance (QA) system in place?

Recommendation: A technology support team should be concerned about the quality of service they are providing their end-users. Good quality assurance tracks downtime, quality of service, and responds to customer feedback. The most effective quality assurance is conducted randomly throughout the year and drives changes in support strategies. It is highly recommended that the district put into place a quality assurance and customer feedback system.
Cost: Minimal

16

Do you have reliable core systems in place for student information, assessment, fiscal, and human resources?

Recommendation: For school systems the core administrative application packages are student, fiscal, human resources, and most recently assessment. Due to the core nature of these applications, user issues are particularly sensitive. Technology Support is positively impacted if the systems are well integrated, have an easy interface, and are stable. It is highly recommended that a stable and effective system is purchased.
Cost: Moderate to High

13

Does your organization use thin-client technology for the delivery of administrative applications?

Recommendation: A thin-client is a computer that does not serve as a full-functioning stand alone PC. The Operating system and applications actually run on a remote server and are all centrally controlled and managed. As a result, the hardware requirements for the end-user are typically substantially less. In addition a thin-client strategy allows a small staff to ensure that users experience a consistent environment and that critical updates and software upgrades can be easily and quickly deployed. While the hardware requirements are very low for the client, they are very high for the server. Costs for hardware and software are marginally lower or neutral but support costs can be dramatically decreased. It is recommended that a thin-client computing environment should be considered for administrative applications that have little or no multi-media requirements and where end-user hardware requirements may be challenging.
Cost: Moderate to High
Resources: www.citrix.com, www.microsoft.com (Terminal Services)

Equipment Standards | Staffing and Processes | Professional Development | Enterprise Management