IMSA 1:1 AY10 Service and Support Summary Table of Contents

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Table of Contents

Support Available ... 2

Communications: ... 2

Trends ... 2

Year in Summary ... 2

Service Requests processed for 2009-2010 School Year ... 2

Computer Hardware Issues: ... 3

Computer Hardware Issues by Model ... 3

Computer Hardware Issues because of Accidental Damage: ... 4

Accidental Damage Service Requests by Model ... 5

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Support Available

Professional Staff: IT HelpDesk; 4-5 member team available from 7:30am – 4:30pm Monday through Friday, except holidays.

Student Staff: Student Computing Support (SCS); 25-35 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: 129 preventable service requests because students are not taking care of their computers

Computer Re-Images: 311 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 2009-2010 School Year

Total: 2,171

o Computer Hardware Issues: 546

 Any request concerning computer hardware failures and repairs

o Computer Re-Image Requests: 311

 Any request concerning corrupted operating system or virus infections

o Computer Software Issue: 61

 Any request concerning application software issues

o Internet Connectivity: 437

 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: 155

 Any request concerning the temporary loaning of computer equipment to students for various reasons.

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Computer Hardware Issues:

For the 2009-2010 school year there was 546 total computer hardware issues serviced by IT HelpDesk and the Student Computing Support (SCS) teams. This number is down from 585 for the previous school year.

Computer Hardware Issues by Model

Model Issues Total Systems

Fujitsu T5010 Tablet PC 22 28

HP 2730P Tablet PC 54 88

Lenovo X200 3 5

Lenovo X60 13 12

Lenovo X61 12 21

MPC/Gateway E-155C (50 IMSA Loaners) 91 136

MPC/Gateway E-295C 23 57

MPC/Gateway M-285E (All IMSA loaners) 6 6

Toshiba M400 (50 IMSA Loaners) 167 87

Toshiba M700 79 67

Toshiba M750 76 121

0 100 200 300 400 500 600 700

546

311

61 437

9 646

155

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

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Computer Hardware Issues because of Accidental Damage: 0

20 40 60 80 100 120 140 160 180

54 3

13 12 91

23

6

167

79

HP 2730P Count Lenovo X200 Count Lenovo X60 Count Lenovo X61 Count

MPC/Gateway E-155C Count MPC/Gateway E-295C Count MPC/Gateway M-285E Count Toshiba M400 Count

Toshiba M700 Count

0 50 100 150 200 250 300 350 400 450

No Yes

417

129

No Yes

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Accidental Damage Service Requests by Model

Fujitsu T5010 HP 2730P

Lenovo X200 Lenovo X60

Lenovo X61 Gateway E-155C

Gateway E-295C Gateway M-285E

0 5 10 15 No Yes 13 9 No Yes 0 10 20 30 40 No Yes 32 22 No Yes 0 1 2 3 No Yes 3 0 No Yes 0 5 10 15 No Yes

11 2 No

Yes 0 2 4 6 8 No Yes 7 5 No Yes 0 20 40 60 80 100 No Yes 88 3 No Yes

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Toshiba M400 Toshiba M700

Toshiba M750

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 – 24 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 2-3 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

0 5 10 15 20 25 No Yes 23 0 No Yes 0 1 2 3 4 No Yes 4 2 No Yes 0 50 100 150 No Yes 120 47 No Yes 0 20 40 60 80 No Yes

68 11 No

Yes 0 20 40 60 No Yes 48 28 No Yes

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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

14 180

OS Corruption Other Reason Virus or Spyware

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References

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