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
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.
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
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
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
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
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
