DEPARTMENT OF INFORMATION SERVICES, OFFICE OF TECHNOLOGY SERVICES

Transcription

1 PROCEDURES AND GUIDELINES The Arlington Public Schools recognizes the need to provide administrative staff members with training and support in the use of the various technologies that are available to enhance productivity within APS Technology training and support is provided within APS as follows: DEPARTMENT OF INFORMATION SERVICES, OFFICE OF TECHNOLOGY SERVICES The Office of Technology Services (OTS) is comprised of several functional groups. The Group provides support to APS in the following competencies: Service Support Center, Training, Administrative Functional Support, Network Infrastructure, Software Applications, Telephony, Hardware, Computers, and . The User Support Group (USG) schedules classes to instruct staff members in the use of various technologies available to them. Schedules for these classes are circulated throughout the school system and are posted on the APS Web site. Technology Support Specialists (TSS) provides services by using a cluster business model. Assigned groups provide services to a cluster of schools. Principals or the front office will inform internal staff of which TSS is available at their specific location. Like the SSC, these TSSs can provide assistance with any technology in use within APS. The Technology Services Group (TSG) provides support to APS in the following competencies: Service Support Center, Network Infrastructure, Software Applications, Telephony, Hardware, Computers, and . The group provides software development and/or implementation of a wide variety of complex integrated applications. Additionally, they assist the various administrative offices as new applications are assessed for possible deployment. Analysts provide technical support to the TSSs and ITCs in the schools. Analysts usually are assigned to specific types of applications such as Personnel, Finance or Student Information Systems and, because of their in-depth knowledge of the technical aspects of these applications, serve as an additional resource in supporting administrative offices. The team provides repair, upgrade, maintenance and engineering services to instructional and administrative programs for all Audio/Video, computer, and video applications including the countywide Video I-net and two-way communication devices. OTS also provides and supports telephone systems, long distance service, voic services, cellular phones, and wireless devices (Blackberry). Approved November 12, 2009 Effective November 12, 2009 Page 1 of 7

2 Service Support Center (SSC) supports all administrative staff members. The hours of operation are from 6:30AM until 5:00PM daily. The SSC can be reached by dialing the internal extension x2847 from any networked APS telephone. The SSC will serve as the entry point for administrative technology assistance within APS. For issues that arise when the Service Support Center staff is unavailable or if all representatives are busy assisting others, customers may leave a request for service via voice mail at x2847 or by to ServiceSupportCenter@arlington.k12.va.us. Requests will be processed in the order in which they are received. Arlington Public Schools Senior Staff has approved a Service Level Agreement (SLA) the outlining specific technology services, priorities, and responsibilities related to the support of technology. See Appendix A. After-Hours Service Delivery and Support Process The team will provide prompt service and will work closely with APS staff to accommodate unforeseen or emergency requests on a 7 day by 24 hour basis. Network Services The team will provide services after business hour support for services defined as critical. The following services have been approved as critical : Service 1, Service 2, and Service 3. Once an incident has been reported, the team will acknowledge and document the incident within one hour. Work will begin to resolve the incident within three hours of receipt of the report. Once an incident relative to a critical service is identified, the Director of Technology Services should be contacted. The Director of Technology Services will contact the Service Support Center Manager. The Service Support Manager will contact the individual assigned to after hour duty for the week and begin the process required to resolve the incident. The Director of Technology Services will inform the Assistant Superintendent of Information Services, who will inform Senior Staff, if necessary. (See Appendix B for current team member contact information) Once the incident has been either resolved or escalated, the Director of Technology Services will inform the Assistant Superintendent of Information Services. The Service Support Center Manager will send out standard or voic to inform all users of service status, if necessary. Partial or complete system outages will be prioritized and handled promptly until the system is fully restored. Telephone Services There are multiple internal and external entities (i.e., APS Facilities and Operations, County Government, cabling contractors, Verizon, Sprint, Mitel, etc.) that must work together to deliver telephone services to APS facilities. Coordination among these partners and proper planning are Approved November 12, 2009 Effective November 12, 2009 Page 2 of 7

3 critical to meeting service needs. Details of all telecommunications services are provided in Policy Implementation Procedures (PIP) Technology Telecommunications Services. To report a major telephone system outage after hours (i.e., most phones in the building cannot make or receive calls), the principal or building manager should contact the Director of Technology Services or the Telephone Manager for resolution. (See Appendix B for current team member contact information) Partial or complete system outages will be prioritized and handled promptly until the system is fully restored. Simple service requests (password resetting, general support) will be resolved over the phone, if possible. Simple repairs (bad phone, bad phone cord, etc.) will be completed within two business days from receipt of request. Approved November 12, 2009 Effective November 12, 2009 Page 3 of 7

4 System (Hardware or Infrastructure) Appendix A. Priority Levels for Call Tickets Priority One Critical Interruption Impact Description Examples Response Critical - Affects system or district wide service I-Net, Firewall, Internet Service, building telephone service is down, Application/Data Server Down, Network unavailable in a building User Affects all users Disrupted or restricted service for an entire building Application Critical Affects Student Information Business system wide service Has an immediate impact on the operation or reputation of the school system System, STARS Disrupted or restricted service that prevents the submission of Federal, State, or District report submission by mandated deadlines - Notification is given to the responsible group for restoring service - Customers notified via appropriate method - Work begins immediately - Customers are informed of status, and informed when there is a resolution Priority Two Major Interruption Impact Description Examples Response Major - Affects Computer lab(s) down, significant performance Blackboard, United or degradation of Streaming, or part of a system, service, or building data, voice or building. video service down System (Hardware or Infrastructure) User Application Affects a substantial number of users Major Affects software that provides operational function of the school system Superintendent, Senior Staff Member or other user who has priority service level agreement Payroll printer, Maintenance Work Order Ticket System, Field Trip Scheduling software - Notification is given to the responsible group for restoring service - Customers notified via appropriate method - Work begins within one hour - Customers are informed of status, and informed when there is a resolution Approved November 12, 2009 Effective November 12, 2009 Page 4 of 7

5 Business Has an immediate impact on the operation or reputation of the school system Disrupted or restricted service that will delay the submission of Federal, State or District report submission by mandated deadlines Approved November 12, 2009 Effective November 12, 2009 Page 5 of 7

6 System (Hardware or Infrastructure) User Application Business Appendix A. Priority Levels for Call Tickets (continued) Priority Three Minor Interruption Impact Description Examples Response Minor - Affects use of a supported technology service by an individual Individual user is inconvenienced, but important job responsibilities are not impacted Individual requests that impact a single user or non-critical software. Training is required for an individual or department to perform a task Staff or student workstation, peripherals, and new hardware installation/configuration User is experiencing , network or local profile problems, password resets Requests to have supported application installed (Adobe, EMS, etc) or to have an application reconfigured A user would like to know how to format a Word document or create a query - User is notified when request is received and logged - Call ticket should be acknowledged within 3 hours -User should receive resolution within 3 business days Priority Four Project Based This priority will be assigned when work is a project as opposed to a fix or troubleshooting. The work will have projected start and ending dates, assigned human and fiscal resources and measurable outcomes that have been agreed upon prior to the start of work. Examples of projects include new server, network wide software/hardware installations, new computer setup and data transfer, new data/voice/video drop installations, new lab setups, and lab reconfigurations. Approved November 12, 2009 Effective November 12, 2009 Page 6 of 7

7 Appendix B. Technology Services After-Hours Points of Contact Network Services Telephone Services Incident Reported to SSC or to Dir. Tech Srvcs Incident Reported to SSC or to Dir. Tech Srvcs Dir. Tech Srvcs will inform the Asst Sup of Info Srvcs and contact SSC MGR Asst Sup informs Sr Staff Dir. Tech Srvcs will inform the Asst Sup of Info Srvcs, and contact Telecom Suprvsr Asst Sup informs Sr Staff SSC Mgr contact Team Member assigned for the week. SSC MGR will maintain the assignment list Team Member assigned for the week will work to resolve incident. Will inform SSC Mgr if incident requires escalation or once service has been restored. Telecom Suprvsr will contact team member or 3 rd party partner to troubleshoot and resolve the incident. Will inform Dir if incident requires escalation or once service has been restored. Dir will inform Asst Sup of Info Srvcs SSC Mgr will inform Dir Tech Srvcs if incident requires escalation or once service has been restored Approved November 12, 2009 Effective November 12, 2009 Page 7 of 7