2013-2016 Technology Plan - Osceola County School District

Administrative and Instructional Technology
Action Needed Step 1: Assign the task of developing the plan to the Networking /WAN Committee.
Step 2: The committee should work with school principals to analyze the issues and
develop a plan.
Step 3: The plan should be reviewed and refined by the District Technology
Committee and should be incorporated into the District Technology Plan.
Step 4: A proposal should be presented to the school board for approval.
Who is Responsible Superintendent
Time Frame July 1, 2003
Fiscal Impact
This can be accomplished with existing resources.
Source: OPPAGA.
5 The district provides technical support for hardware, software, and
infrastructure but cost efficiencies can be gained by regularly analyzing
the help desk information to identify where recurring problems exist
and to share solutions to recurring problems districtwide.
The district has not developed a process for regularly analyzing help desk data to identify
high cost support locations.
The district uses the HEAT application to assist the district in solving technical problems. When calls
come into the help desk they are logged into the HEAT system, are routed to the appropriate IT service
manager, and are prioritized and assigned to a specific individual for service. Reports for analysis are
created through the Crystal Reports application. A summary of the calls received through HEAT between
July 1, 2001, and March 31, 2002, indicate that 49% of all calls were made to the computer support
group, of which 42% of all calls to the computer support group were for computer repair. Refer to
Exhibits 6-12 and 6-13.
Exhibit 6-12
Majority of Help Desk Calls Go to Computer Support Group
Call Group Number of Calls Percentage of Calls
Computer Support 1,054 49%
Voice/Data 383 18%
Network LAN/WAN 266 12%
Help Desk 185 9%
Internet Application Development 94 4%
AS400 Student 90 4%
AS400 Finance 21 1%
AS400 HR/Payroll 19 1%
Programmers 9 0%
AS400 Operators 7 0%
Web HSS 5 0%
Tech Contact 2 0%
Total 2,135 100%
Source: Osceola District SDOC HEAT Help Desk Call Summary, July 1, 2001, through-March 31, 2001.
OPPAGA 6-21
2013 Educational Technology Plan 21/40 School District of Osceola County Florida