2.1 This process documents the steps involved in providing support for technology based systems. 3.0 RESPONSIBILITY AND AUTHORITY:

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1 The online version of this document is controlled. Therefore, all printed versions of this document are unofficial copies. 1.0 PURPOSE: 1.1 This document defines the process used for providing technology support to Baltimore County Public Schools to ensure: quality of service; supportability utilizing existing technologies and resources; and support of systems is effectively implemented, followed, and maintained. 1.2 This process supports the BCPS Blueprint 2.0 Goal(s): Goal 1: Academics, Goal 2: Safety and Security, Goal 3: Communication, and Goal 4: Organizational Effectiveness. 2.0 SCOPE: 2.1 This process documents the steps involved in providing support for technology based systems. 2.2 This process includes the: identification of support issues required; prioritization and assignment of resources; and implementation of the support solution. 3.0 RESPONSIBILITY AND AUTHORITY: 3.1 Process Responsibility: The Executive Director of the Department of Information Technology serves as the process owner who has final authority on all process activities and requirements. Directors and managers across the Department of Information Technology serve as the process owners for their respective areas. 3.2 Document Approval Authority: The Superintendent has final authority to approve the issue and/or changes to this document. 4.0 TERMS AND DEFINITIONS: 4.1 DOIT Department of Information Technology 4.2 MSDE Maryland State Department of Education 4.3 TSS Technology Support Services 4.4 NSS Network Support Services 4.5 EA Enterprise Applications Technology_Support_Process_02/09/15 Revised Page 1 of 6

2 5.0 PROCEDURE: 5.1 Project support and request for service are received through various methods. Some of these methods include: Solution (project) implementation turnover from development/implementation to maintenance/support Best practices from the computing industry Manufacturer updates, requirements for certain level of support, and patches. (Reference: Service Desk Ticketing System) Service calls coming in to our Technology Support Services unit help desk. (Reference: Service Desk Ticketing) Service requests being made by field level personnel, i.e. tech liaisons, teachers, principals/assistant principals, administrative staff Requests being made by other support staff. 5.2 Evaluate requests to determine feasibility, with inter-departmental and staff meetings conducted to determine assignment of requests, as needed. 5.3 Identify potential solutions and assign request to appropriate support section of DOIT Determine if a BCPS DOIT standard, and/or the Superintendent s Fiscal Year priorities, and/or the BCPS Blueprint 2.0 can be applied Determine if a new solution, method, or strategy is required Determine what resources are needed and if/when they are available. 5.4 Develop any quality control and testing methodologies necessary to ensure implementation of solution will work within the BCPS environment and is successful. 5.5 Implement the solution selected. Reporting will be determined by the type of method/solution/strategy selected and the assigned support group.(reference: DOIT Change Control Deployment Notification Form) 5.6 Monitor and evaluate the solution implemented to ensure it was successful. (Reference: DOIT Change Control Deployment Notification Form) Technology_Support_Process_02/09/15 Revised Page 2 of 6

3 5.6.1 If solution was successful, continue to monitor and apply solution to other requests as necessary If solution was not successful, re-evaluate initial problem and develop a new strategy for providing the necessary support. 5.7 Re-evaluate solution to determine if changes are needed Due to changes in the BCPS environment, i.e. network changes, hardware configurations, new solutions may be necessary Changes in product by manufacturers may require new solutions to be developed Return to step 5.3 or the Technology Development Process for re-evaluation of system/solution, as required. 5.8 Determine if the system/solution is end of life, no longer supported, or no longer needed If not end of life or no longer supported, return to step If at end of life and/or no longer supported and is still needed, return to step If at end of life and/or no longer supported and no longer needed, continue to step Retire system/solution and stop internal support Perform any necessary fixed asset/inventory control tasks required Send notification to fixed assets coordinator, as necessary. Technology_Support_Process_02/09/15 Revised Page 3 of 6

4 6.0 FLOWCHART: B Technology Implementation Process 5.1 Project Support/Request for Service C 5.2 Evaluate requests 5.3 Identify Potential Solutions & resources 5.4 Develop Quality Control & Testing Requirements If un-successful Yes 5.5 Implementation of Solution/method for support 5.6 Monitor & Evaluate results If successful A Technology Development Process 5.7 Re-evaluate solution/method if necessary No No 5.8 End of Life/ service Yes 5.9 Retire system/ solution end support End Technology_Support_Process_02/09/15 Revised Page 4 of 6

5 7.0 PROCESS MONITORING AND MEASUREMENT METHODS: Process Objective(s) Information or Data Collected Review/Report Cycle Ensure technology support is Focus groups and surveys Quarterly appropriate and aligned with customer needs Ensure system availability and bandwidth utilization and availability Network monitoring tools As needed, and at the end of the school year Ensure adequate response time to service desk tickets Service desk ticket system reports (open and closed) Weekly 8.0 ASSOCIATED DOCUMENTS: 8.1 BCPS Blueprint Superintendent s Fiscal Year priorities 8.3 DOIT Change Control Deployment Notification Form 8.4 DOIT Development, Implementation, and Support Processes & Procedures Manual 9.0 RECORD RETENTION TABLE: Identification Responsibility Where Stored Protection Retention Disposition Service Desk Help Desk Server Login 90 days past Archive Ticketing System Technician implementation date DOIT Change Control Deployment Notification NSS Director TSS Director EA Director Server Login 90 days past implementation date Deleted automatically after 90 days 10.0 DOCUMENT REVISION HISTORY: Date Description of Revision 06/16/2009 Initial Release 12/22/2009 Add PMO and change office names in Section 3.0; add 4.1, 4.4, and 4.5 to Section 4.0; add references in and 5.1.4, and clarify in Section 5.0; modify and expand 5.9 in Section 5.0; modify 6.0 flowchart; modify 8.3 in Section 8.0; add Hardware/Software Management Spreadsheet, change retention period for all records, and modify names of report records in Section /14/2011 Delete and add terms in Section 4.0; add additional procedural details in Sections 5.8; delete references to certain controlled documents in Section 8.0 and certain records in Section /21/2014 Remove references to the Blueprint for Progress and include reference to Blueprint 2.0 strategic plan where appropriate; change goal references in Section 1.0 to align with Blueprint 2.0; change CIO position title to Executive Director in Section 3.0 and update other manager/office titles consistent with recent reorganization; add Information to department name in Section 4.0; revise ticketing system and notification form titles in Section 5.0, 8.0, and 9.0; and add new process objectives in Section 7.0. Technology_Support_Process_02/09/15 Revised Page 5 of 6

6 02/09/15 Revise Section 3.1 to include overall DoIT Management Team and delete references to individual manager office titles; update Section 4.0, Section 8.0, and Section 9.0 to include new position and document titles. Technology_Support_Process_02/09/15 Revised Page 6 of 6