1. District Technology Reporting and Communication

2. Introduction One of the most inefficient methods of communication of technical problems is by word of mouth. This being based on the various levels of end users, technicians and administrators involved in the communication process. One of the most inefficient methods of communication of technical problems is by word of mouth. This being based on the various levels of end users, technicians and administrators involved in the communication process. Resolution: Introduction of a set of standardized methods and procedures which lead to the effective resolution of technical needs and issues.

3. Resolution: Magic Service Desk 1.An automated tracking method for technical issues 2.An automated response method for technical issues 3.Minimize the need of verbal communication 4.Increase productivity during problem resolution 5.Increase efficiency during problem resolution The primary purpose of integrating a computerized program into the communication process is to provide:

4. Definitions Client (Teachers)- Staff member which primarily enters, verifies and checks the status of technology incidents tickets. Staff (STC’s)- School or district based member which can generate, re-assign, complete work on and close technology incident tickets. Magic Help Desk- HTML based client program. Magic Service Desk- HTML based staff program. Incident- Technical issue or problem which may range from a training request to mechanical problem with a technology component.

6. Links General login page: http://helpdesk.pike.kyschools.us http://helpdesk.pike.kyschools.us Staff Login Page: http://helpdesk.pike.kyschools.us/magic Staff Login Page: http://helpdesk.pike.kyschools.us/magichttp://helpdesk.pike.kyschools.us/magic Client Login Page: http://helpdesk.pike.kyschools.us/sde

7. Communication Staff Requirements Detailed descriptions Detailed descriptions Check e-mail daily Check e-mail daily Log into Magic when notified Log into Magic when notified Complete the request prior to staff arriving to work on other issues Complete the request prior to staff arriving to work on other issues Administrator Requirements Champion the cause- Success has to start at the top Champion the cause- Success has to start at the top Reinforce the need for procedures Reinforce the need for procedures Practice what you preach Practice what you preach Rely on the STC as the program expert Rely on the STC as the program expert