AY1 Service and Support Summary Table of Contents Support Available... Communications:... Trends... Year in Summary... Service Requests processed for 9-1 School Year... Computer Hardware Issues:... Computer Hardware Issues by Model... Computer Hardware Issues because of Accidental Damage:... 4 Accidental Damage Service Requests by Model... Computer System Re-Images... 6
AY1 Service and Support Summary Support Available Professional Staff: IT HelpDesk; 4- member team available from 7:am 4:pm Monday through Friday, except holidays. Student Staff: Student Computing Support (SCS); - member team of trained students available almost any time day or night depending on their own schedules. On-Site certified hardware repair technicians for most of the make computers we support Communications: When servicing student s computers for hardware issues we include parents on all e-mails concerning the status of the repair. We use parent e-mail addresses recorded in PowerSchool. Trends Accidental Damage: 19 preventable service requests because students are not taking care of their computers Computer Re-Images: 11 preventable service requests because students are not paying attention while using their computers Hardware Repair Delays due to parts availability from manufactures Students not picking up their repaired equipment in a timely manner, causing issues with maintaining a limited loaner fleet for the entire community Year in Summary Service Requests processed for 9-1 School Year Total:,171 o Computer Hardware Issues: 46 Any request concerning computer hardware failures and repairs o Computer Re-Image Requests: 11 Any request concerning corrupted operating system or virus infections o Computer Software Issue: 61 Any request concerning application software issues o Internet Connectivity: 47 Any request concerning Internet Connection issues o Other/Unclassified: 9 Any request not otherwise classified in the other categories o Registration: 646 Any request concerning the initial setup of computer at the beginning of the school year. o Short Term Loaner: 1 Any request concerning the temporary loaning of computer equipment to students for various reasons.
AY1 Service and Support Summary 7 6 4 1 46 11 61 47 9 646 1 Computer Hardware Issue Count Computer Re-Image Request Count Computer Software Issue Count Internet Connectivity Count Other Issue Count Registration Count Short Term Loaner Count Computer Hardware Issues: For the 9-1 school year there was 46 total computer hardware issues serviced by IT HelpDesk and the Student Computing Support (SCS) teams. This number is down from 8 for the previous school year. Computer Hardware Issues by Model Model Issues Total Systems Fujitsu T1 Tablet PC 8 HP 7P Tablet PC 4 88 Lenovo X Lenovo X6 1 1 Lenovo X61 1 1 MPC/Gateway E-1C ( IMSA Loaners) 91 16 MPC/Gateway E-9C 7 MPC/Gateway M-8E (All IMSA loaners) 6 6 Toshiba M4 ( IMSA Loaners) 167 87 Toshiba M7 79 67 Toshiba M7 76 11
AY1 Service and Support Summary 18 167 16 14 1 1 91 79 HP 7P Count Lenovo X Count 8 6 4 4 1 1 6 Lenovo X6 Count Lenovo X61 Count MPC/Gateway E-1C Count MPC/Gateway E-9C Count MPC/Gateway M-8E Count Toshiba M4 Count Toshiba M7 Count Computer Hardware Issues because of Accidental Damage: 417 4 4 1 1 19
AY1 Service and Support Summary Accidental Damage Service Requests by Model Fujitsu T1 HP 7P 1 4 1 1 9 1 Lenovo X Lenovo X6 1 1 1 11 Lenovo X61 Gateway E-1C 8 6 4 7 1 8 6 4 88 Gateway E-9C Gateway M-8E
AY1 Service and Support Summary 1 1 4 1 4 Toshiba M4 Toshiba M7 1 1 1 47 8 6 4 68 11 Toshiba M7 6 4 48 8 Computer System Re-Images A computer is re-imaged when the operating system has been corrupted or the computer has been infected with a computer virus or malware. In both cases it can take anywhere from 8 4 hours of diagnose, troubleshooting and problem resolution to get a working computer back into a users hands. By re-imaging the system with the IMSA Software Suite image the computer is back in the student s hands within - hours. Most computer system re-images can be avoided if the students pay attention to what they are doing with their computers. Most OS Corruption is the result of the installation of
AY1 Service and Support Summary poorly written free programs that are downloaded from the Internet. Most Virus and Spyware infections are the result of browsing to dangerous web sites and clicking on pop-up windows or following links in SPAM e-mail messages. 117 18 OS Corruption Other Reason Virus or Spyware 14