Herts for Learning ICT Services Service Catalogue

Transcription

1 Herts for Learning ICT Services Service Catalogue Herts for Learning Ltd Robertson House, Six Hills Way, Stevenage, Herts, SG1 2FQ Tel:

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3 CONTENTS SUMMARY OVERVIEW OF ICT SERVICES... 1 Management Information Systems (SIMS)... 1 Network and Technical solutions... 2 Service Desk... 2 CUSTOMER CHARTER... 3 CUSTOMER RESPONSIBILITIES... 4 ICT SERVICE DESK... 5 Initial call... 5 Service Desk Service Opening Times... 5 Requests for New Accounts to access Service Desk Online... 7 Service Desk Call Escalation... 9 Case logging... 9 Remote support... 9 Confidentiality of data... 9 Corruption of data Support contracts Service Desk Information Hertfordshire grid for learning ICT Services web site Response and Performance ACCREDITATION MANAGEMENT INFORMATION SYSTEMS (SIMS) ALL - LA maintained schools, Academies, (including Free schools, UTC s) and Independent Schools Hertfordshire Curriculum Analysis SIMS Service for ALL phases Add on support for Primary, Academies, Secondary, Middle and Special schools (not using timetabling) Advanced support for Secondary, Middle, Academies, and Special schools using timetabling: SIMS training courses SIMS Conference for Secondary, Middle, Special and ESC s ALL Schools - SIMS Consultancy and Training including bespoke consultancy for school leaders and senior managers On-site training Exchanging pupil data with SIMS Partnership Exchange (ICT Services hosted) School Home communication with SIMS InTouch (ICT Services support) SIMS Nova T6 timetable support Additional Nova T6 support options at an additional charge TECHNICAL NETWORK SUPPORT SERVICES Service Overview Contract Options Telephone & Remote (T&R) i

4 2. Entry Level Support includes T&R ICT Services Fully Managed includes T&R Bespoke support package tailored to your school needs ICT Services Joint support with another third party provider request only SIMS Database Server Support Options All Contracts Backup and Restore Network Support Contract Entitlement Matrix HARDWARE AND TECHNICAL SUPPORT SERVICES TECHNICAL TELEPHONE SUPPORT ICT Services Technical Telephone Support - Service Description Technical Support Visits EQUIPMENT REPAIR SERVICE Enhanced warranty service for PCs still under warranty Pro-active checking of your Office master with AMI APPLE IOS SUPPORT AN ADD-ON TO OUR NETWORK AND TECHNICAL SUPPORT SERVICE. 36 ARUBA NETWORKS WIRELESS SYSTEM AN ADD-ON TO THE TECHNICAL TELEPHONE SUPPORT SERVICE ANTI VIRUS SUPPORT MCAFEE MICROSOFT OFFICE 365 W15 SERVICES Standard Support Advanced support Additional Commissioning services ii

5 Summary overview of our services HfL ICT Services is a one stop shop for: Advice and support across the suite of SIMS (Management Information System) software. Consultancy, training, support, and onsite visits for head teachers, senior leaders, business managers and data administrators in the implementation and use of SIMS across all school phases. Access to termly SIMS user groups for data managers. Advice on ICT procurement Design of curriculum and administrative networks/systems along with installation and configuration Technical and network support options from service desk to fully managed packages (including bespoke packages to suit your organisation) Anti-virus support Consultancy, project management for all ICT projects including networks, wireless and Apple solutions All the above is underpinned by our Service Desk one stop ICT shop giving you access to network, technical, and MIS consultants and curriculum advisors. Management Information Systems (SIMS) As a fully accredited Capita SIMS support team, ICT Services delivers high quality support and guidance to schools and academies enabling them to harness the power of SIMS to: Raise academic standards Improve individual pupil attainment Analyse how your school organises its curriculum compared to similar schools Develop and maintain efficient business and administrative processes ICT Services have developed a whole range of analysis reports for SIMS including comprehensive reports for SIMS Assessment Manager (AM7) that supports the HfL - Primary core teaching learning and assessment resources. All of our SIMS data analysis reports can have a significant impact, improving your evidence for Ofsted judgements. We also support head teachers and senior leaders in understanding their data, effectively track trends and target intervention to raise pupil achievement. As nationally recognised leaders in this field, we can provide value for money support that will save your school money, time and effort and have tangible benefits for staff, students, parents and governors. 1

6 Network and Technical solutions Herts for Learning offer comprehensive ICT services to help you manage and get the best from your technology whilst supporting your individual priorities. We provide nationally acclaimed, educationally driven guidance which enables schools and academies to get support for day-to-day ICT technical issues. We provide independent guidance and support to help you get best value on IT procurement, system installations and upgrades. In addition professional and affordable Apple ios/osx and Wireless solutions are offered to cater for your establishment s specific requirements. ICT services support is enhanced by curriculum advisors who are driven by sound and current educational practises. Let ICT Services bring IT back to life in your establishment by allowing you to benefit from: A pedagogical approach to ensure the best use of IT a review of current equipment and then outlining immediate and future recommendations easy to follow guidance and advice - translating your technical requirements into affordable solutions network design and commissioning services tailored to meet your individual needs a robust and scalable managed wireless solution our popular Apple ios and OSX management solution which will integrate into your current network being curriculum focused ensuring you have the correct software and resources flexible support models from fully managed network support with routine or adhoc visits by a HfL consultant aiding your ICT coordinator to basic service desk support a flexible support model for Office 365 a 5 year IT procurement plan to aid with budget setting guidance on AV systems, printing solutions, IT requirements for new builds or extensions, Service Desk All our support and advice is underpinned by our ITIL compliant Service Desk. Providing access to: - MIS consultants, Network and technical consultants. Office Curriculum advisers. Financial Services for Schools. Connectivity 1 st line. Data transfer tools, AnyComms Plus and Schoolsfx. SERCO help desk for SAP, SOLERO, SEAM, Milk monitoring, remote timesheet entry, Online reporting. See the Service Desk section of the ICT Services catalogue for full information. Pricing on the range of our services can be found on the Hertfordshire Grid for Learning 2

7 Customer Charter Provision of ICT support involves a partnership between your school/academy and HfL ICT Services. In delivering our service to customers we will adopt the following procedures to ensure as high a quality service as possible. We will: - 1. Always give a polite, friendly and effective response however contacted. 2. Individually number and record each case. 3. Make every effort to ensure that a skilled member of staff answers all incoming support requests and to resolve the issue at the first point of contact. 4. Where necessary, and covered by your contract, visit your school to resolve an issue. 5. Respond to general letters (not forming part of a service desk case) s and faxes within 5 working days. 6. Always keep customers informed of progress. 7. Do what we promise in the time agreed. 8. Wear name badges visibly so that we can be recognised and held to account. 9. Monitor and respond to complaints, compliments and comments to ensure we learn from them. 10. Ensure that our staff are appropriately trained. 11. Research updates to operating systems and provide advice as appropriate. We will examine SIMS software updates and where tailoring is required, this will be completed in consultation with the relevant service providers. 12. Provide regular reports, normally via the ICT Services Newsletter, and update s, regarding software releases, updates, guidance and advice on good practice. 13. Be an active member of the ICT in Schools Partnership Working Group. 14. Liaise with trusted third parties to provide support. 3

8 Customer Responsibilities To help us deliver an effective service we ask you to take responsibility for the following: - 1. When logging a case by telephone, online, or leaving a message on our voice mail system please provide: - your name your school name your school HCC 3 digit number or ICT Services school identifier number a description of your problem or an indication of the nature of your call an additional telephone number if you require us to call you directly a suitable time to call back if required 2. When logging a case using Service Desk online, please provide as much detail as possible. 3. Notify us promptly of the existence of a problem (incident), together with full information and the circumstances that led to the problem (incident) arising. 4. Implement all upgrades as provided by ICT Services within 4 weeks of the receipt of the upgrade (unless advised otherwise by us where this may cause a problem). 5. Ensure that suitable virus protection software is installed and regularly updated. 6. Ensure that there is a regular daily backup procedure in operation, as recommended by ICT Services, and backups are stored in a safe and secure location. 7. Advise ICT Services of any modifications to systems, (where ICT Services maintains the system), by third party suppliers. We reserve the right to limit support where a problem occurs as a direct or indirect result of malicious or negligent actions or intent. 8. Ensure, that staff accessing the ICT Services Service Desk, have been trained in the use of the software area they are requesting support for. ICT Services reserves the right to advise customers that their cases will be chargeable where inappropriate use is being made of the Service Desk. 9. Ensure that there are lines of communication, within your own school, to enable the updating and sharing of information across staff on a weekly basis or as necessary. 4

9 ICT Service Desk Initial call Your first contact with the ICT Service Desk will be by telephone via a single telephone number or via our web based Service Desk Online. (The list of telephone option choices is shown overleaf). ICT Service Desk Telephone Fax Service Desk Service Opening Times Term Time Opening Hours Staffing MIS Technical Connectivity Monday 8.30am to 5.00pm 8.30am to 5.00pm 8.00am to 6.00pm Tuesday 8.30am to 5.00pm 8.30am to 5.00pm 8.00am to 6.00pm Wednesday 8.30am to 5.00pm 8.30am to 5.00pm 8.00am to 6.00pm Thursday 8.30am to 3.00pm 9.30am to 5.00pm 8.00am to 6.00pm Friday 8.30am to 4.00pm 8.30am to 4.00pm 8.00am to 4.00pm 4 x 1 st Line Support Assistants 2 x Primary MIS Consultants 2 x Secondary MIS Consultants 2 x 1 st Line Support Assistants 5 x 2 nd Line Technical Consultants 1 x 3 rd Line Technical Consultant 3 x 1 st Line Support Assistants School Holiday Opening Times Staffing Monday 8.30am to 5.00pm 8.30am to 5.00pm 8.00am to 6.00pm Tuesday 8.30am to 5.00pm 8.30am to 5.00pm 8.00am to 6.00pm Wednesday 8.30am to 5.00pm 8.30am to 5.00pm 8.00am to 6.00pm Thursday 8.30am to 3.00pm 9.30am to 5.00pm 8.00am to 6.00pm Friday 8.30am to 4.00pm 8.30am to 4.00pm 8.00am to 4.00pm 1 x 1 st Line Support Assistant 1 x Primary MIS Consultant 1 x Secondary MIS Consultant 1 x 1 st Line Support Assistant 2 x 2 nd Line Technical Consultant 1 x 3 rd Line Technical Consultant (On Call) 3 x 1 st Line Support Assistants The Service Desk will close for half a day each term for the purpose of whole team training. Prior notice will be given to customers via the School s Weekly Bulletin. Schools contacting FSS will still use the number for FMS and for RM finance and be directed to the ICT Services service desk. Calls logged via to: - help@sd.hertsforlearning.co.uk 5

10 Welcome to School IT Systems Support. To speak to the ICT Service Desk Press 1 To be transferred to the Serco ICT Help desk Press 2 To speak to the ICT Administration team Press 3 For support with Management Information Systems including SIMS, Dinner Money, Indigo and Statutory Returns Press 1 For help or advice regarding Internet Connectivity , or Schoolsfx, Press 2 For Network and Technical advice including hardware issues, the purchase of new equipment and antivirus and system backup support, Press 3 For SAP, Milk Monitoring, Schools Online Reporting or Remote Timesheet Entry, Press 1 For Telephony Support, Press 2 For support with contracts, orders or invoicing Press 1 For enquiries regarding contracted Technicians visits Press 2 For information about SITSS courses or any general enquiries Press 3. For support with Learning and Teaching including esafety, Press 4 For enquiries about Web Design, Press 5 6

11 Requests for New Accounts to access Service Desk Online Most schools are now making use of our Service Desk Online. We have found that this greatly improves our response times to schools, as well as being a more convenient way for users to log cases and check for progress at a time most suitable to themselves, avoiding the need for a telephone call. ICT Service Desk Online provides the ability to: Access the ICT Services case logging system via a secure web browser from any computer within the Hertfordshire Connectivity Service (HICS). Log new cases and check for progress on existing cases at any time. Receive notifications of progress. Ensure that accurate details of the enquiry are recorded without the need to relay detailed information/error messages over the telephone. If you would like to become a user of Service Desk Online, please download the SDO Administrator application form from our web site: or ictservices@hertsforlearning.co.uk for a copy of the application. Once this is completed and returned to us we will create an account for you and send you further information to get you started. 7

12 Initial enquiry is logged with the SITSS Service Desk Details of the enquiry will be recorded on our Case Logging system and the case will be allocated a unique reference number Resolved 3 rd Party 3 rd Line 2 nd Line 1 st Line Yes The case is logged to the Service Desk, with a priority of Urgent, and will hence take priority over non-urgent cases. The case will maintain this priority until a resolution is implemented whereby the case is either resolved, or can be re-classified as Normal priority. Has adequate information been provided regarding the nature of the enquiry? Is the case urgent? No No The case is logged to the Service Desk, with a priority of Normal. The school should expect to be contacted by SITSS within 1 hour of logging the case The case is escalated to a team member who specialises in the area concerned. The school should expect to receive further contact from SITSS within 4 hours. The case is recorded as Escalated Internally on our Case Logging system. Has the case been resolved? The case is further escalated to additional SITSS personnel who specialise in the area concerned. The school should expect to receive further contact from SITSS within 1 further working day. It may be necessary to escalate the case to 3 rd party support. The case is recorded as Escalated to 3 rd Party on our Case Logging system, and logged to the 1 st Line Support Desk, where progress will be monitored twice daily. Solution times move outside of SITSS control. No Yes Has the case been resolved? No Has the case been resolved? No No Yes Yes Yes School will be kept informed of progress and advised once a solution or suitable work around is available. A 1 st Line Support Assistant will contact the school to obtain further information. The 1 st Line Support Assistant will resolve the case if possible Has the case been resolved? Yes Case Resolved. The case will be marked as completed on our Case Logging system. Service Desk Call Escalation Process shown above. 8

13 Service Desk Call Escalation Please note that we have defined what we see as a Service Desk incident and what is a request seeking advice where we will take longer to respond. There is a supporting document detailing our escalation procedures to help you understand our response times the additional information tab. If there is anything you think is not clear enough or not correct please let us know by ing ictservices@hertsforlearning.co.uk. We wish to hear what you think of our services. ICT Services reviews the Service Desk service regularly and gauges feedback via an on line survey. If you would like to provide feedback then we have an on line survey available: Gen Case logging All cases are logged onto our case logging system and will contain the customer s name, the nature of the enquiry, any direct telephone numbers to call on, and any request for a call to be returned at a specific time. The 1 st line Service Desk will endeavour to resolve the query on first contact and any solution/advice logged onto the case logging system. If the case has to be escalated to another consultant the customer will be advised, a case reference number provided for their reference and the case logged as Incomplete. On resolution of the problem, to the customer s satisfaction, the call will be closed as Completed. Remote support Remote support is provided either direct to servers or via software that is not installed locally but is used on an on demand basis and provides access to any PC within the school, via the Hertfordshire Grid, for a single remote session only. Experience shows that we are able to resolve a significant percentage of support cases quicker, reducing the potential down time you could experience. Schools that do not have our remote support or are configured in a way to limit connection, will be levied an additional 20% charge on their telephone support contracts. Confidentiality of data No information, data or software, obtained as part of the operation of this contract, will be passed to any third party outside of HfL Ltd without the expressed verbal/written permission of the school s head teacher or nominated contact. This will include the sending of SIMS data to Capita ES for the purposes of resolving issues with the operation of the system; or to RM for the resolution of package and similar problems or to any HCC department. All data being transported, by whatever means, will be encrypted and password protected and checks will be made to ensure that the data reaches its destination in the expected time scales. Data forwarded to Capita will be encrypted and uploaded via FTPS to Capita using a dedicated PC. No school data will be stored for longer than is necessary and will be stored only in its encrypted format. No data will be held on any removable device without encryption and will be stored for no longer than is necessary. Data Protection: ICT Services staff are employees of Herts for Learning Ltd a schools company owned by 20% HCC and 80% Hertfordshire schools and academies. 9

14 Corruption of data If your MIS data / applications are corrupted during an installation or upgrade by someone who is not part of ICT Services, reinstalling a working MIS will be chargeable (charge 595 per day). The provision of an up to date backup is the responsibility of the school. Support contracts We reserve the right to withdraw any of our support contracts if: You do not provide appropriate and adequate training for the staff with designated responsibility for your school s MIS. Your network has been modified by third parties without prior discussion. You have used non Capita approved support providers to support your school management systems. The specification of equipment is below the minimum hardware/software recommendation supplied by Capita. (see for further information. For ICT Services minimum hardware specification please contact the technical service for details option 1 then option 3. Where SIMS is operating across a network supported by another support provider we will ensure that SIMS is operating correctly on those parts of the system that ICT Services supports (e.g. the SIMS database server or the workstations that ICT Services is contracted to support). Service Desk Information Service Desk Features 2 Display Boards, one for monitoring incoming calls the other for monitoring the Hertfordshire Internet Connectivity Service (HICS). Touch-tone telephones (including queuing system). On-line case logging portal. . Fax. Recent Improvements The enrolment of student apprentices for 1 st line support (some of these have gone on to be a full time member of ICT Services staff). Enhancement to the service desk on line system to support quicker resolution of cases logged on line. On-line customer satisfaction survey. Gen Service desk call monitoring dashboard. 10

15 Hertfordshire grid for learning ICT Services web site We encourage you to make regular visits to the website as it is there that you will find: - Access to all current upgrade instructions; bulletins regarding known software problems. Customised SIMS reports for use in your school. These can be extremely useful for generating reports e.g. exclusion form X01 and letter, school trip lists and many more HCC standard forms. Current pricing and newsletter covering topical issues and frequently asked questions. Guidance notes for school returns, Quick Guides etc. ICT Services contact information, team information and a copy of this service catalogue. Response and Performance ICT Sevices reviews its Service Desk service regularly and gauges feedback via an on line survey. It shows a high level of satisfaction with our Service Desk services. Customer comments: I have always found the Help Desk wonderful and have highly recommended you to other schools. I always try to log any queries on-line and have to say when I get a response the SITSS staff are always extremely helpful, kind and very patient. Thank you. I always find it is reassuring that I can phone the service desk knowing that someone will be able and happy to help with my problem. Always very helpful, polite and friendly. Keep you in the loop with case progression. Brilliant service. I feel fully supported by the Service Desk staff. They are always courteous, helpful and informative. I have learned much from them over the years. I couldn't do my job effectively without their support. I feel confident when I call that even if the member of staff I speak to cannot help they will direct my query to the correct person. The person calling me back will stay on the line, or access my system remotely, until the problem is solved. Always give an excellent service. As my query was at a particularly busy time (census) and during an Ofsted visit, I was particularly grateful to have your help on this occasion. Staff are always courteous and helpful, happy to refer to others if they are not confident of the solution. In this case the they were happy to confirm that the patch was not required in our situation. As with all cases, the SITSS Service Desk team were and always are very helpful, knowledgeable and keen to resolve any problems I have. The team were exceptional during this October s school census. A big thank you to them all! 11

16 Accreditation Accredited SIMS Support Team for proven quality of SIMS Support Approved RM Premier Service Partner Approved for the quality of support for CC4 networks and CC4 Anywhere. Our network consultants have passed a range of Microsoft, CISCO and Apple Examinations. We are committed to providing high quality services and wish to know if we are not succeeding in any way. We are always pleased to receive any feedback on ICT Services you may have experienced as a customer. 12

17 Management Information Systems (SIMS) ALL - LA maintained schools, Academies, (including Free schools, UTC s) and Independent Schools This service is designed for any LA Maintained, Academies, (including Free School, UTC s) and Independent schools, purchasing their licence either through the local support team or from Capita direct who wish to take their annual SIMS support from a SIMS Accredited support team, such as ICT Services. We are also happy to talk to any local authorities who are looking to outsource their SIMS support to an alternative support team. Background We have been providing high quality support to Hertfordshire schools for over 20 years. ICT Services have a highly regarded team of MIS consultants who work with schools supporting both strategic use of MIS, implementation, planning and the daily support of Head teachers, SLT, Teachers and Data Managers. Support can be provided via our Service Desk or through consultancy and training on or off site to meet any requirements. ICT Services support: - >99% of the schools and academies, all phases, using SIMS in Hertfordshire a number of Independent schools with a SIMS single site licence other schools outside of Hertfordshire with SIMS single site licences academy trusts. How do we do this? ICT Services working for you. We work closely with Capita (SIMS), and our MIS consultants regularly attend software consultation meetings and user acceptance testing in conjunction with school representatives from Hertfordshire. Our team of very knowledgeable MIS Consultants are able to provide advice on the planning and implementation of further developments within your management information system. More and more schools are deploying their MIS across the whole school and ICT Services has the right consultancy, training and support to ensure a smooth transition and ensure that the school is obtaining the maximum benefit from their investment. We offer differentiated support to ensure that schools current and expanding needs for MIS support are met now and in the future. Those needs include: Providing the tools to support School Improvement, especially for primary schools using the AM7 toolkit which provides evidence to support individual pupil achievement; and school accountability including consultancy for head teachers and senior managers Access to a wider range of support that covers the increased functionality available within SIMS and its extended use across the whole school. Support and guidance in all statutory DfE returns e.g. School Census, School Workforce Census, End of Key stage reporting to parents. Access to regular user groups to hear the latest information on MIS updates and share best practice for MIS development. Support for school and across school data sharing with parents, staff and pupils via web portals such as SIMS Learning Gateway or data exchange via SIMS Partnership Xchange. Further information regarding the Enhanced Services provided by ICT Services can be found at in our Enhanced Services catalogues. 13

18 Hertfordshire Curriculum Analysis The Hertfordshire Curriculum Analysis project is aimed at helping schools find out about the curriculum structures in other schools. We collect data on an annual basis and have data from 2010 onwards available. Further details can be found at Consultancy rates can be found at SIMS Service for ALL phases The ICT Services STANDARD SIMS service now includes a range of support across the whole of the SIMS system (excluding the services offered via Financial Services for Schools) with the opportunity of purchasing additional support through one of our bespoke SIMS enhanced support services. (For more details go to our website: - ICT SERVICES STANDARD support includes: 1. Unlimited calls to the ICT Services support desk, with priority access during the period of an Ofsted inspection. (more information about the service desk please refer to the service desk section of the catalogue). 2. Access to standard support, through the appropriate SIMS licences, for the following: 2.1. SIMS Core Pupil records, Reporting, Attendance, Lesson Monitor, SEN and Inclusion, School Census, Personnel, School Workforce Census, Achievement and Behaviour management, Exclusions, Detention management, Home page dashboard, Admissions, System Management, and Dinner Money (see separate charging information) SIMS Assessment Suite Assessment Manager 7, Assessment Reporting, Key stage Data returns and reports, Profiles, Examinations (Secondary only) Performance analysis, and Discover ICT Services added value Primary Assessment Manager 7 (AM7) HfL Primary Core teaching, learning and assessment resources toolkit - for pupil tracking and advanced data analysis reports included within Curriculum Management (Secondary only) Nova T6 (trouble shooting), Options, Staff Cover, Alternative Curriculum, Course manager, and Post 16 returns via the school census FMS - Technical support via the ICT Service desk SIMS InTouch - ICT Services Standard Support Contract will NOT include any InTouch support. Schools would need to log any InTouch issues direct with Capita or purchase ICT Services Support for InTouch as an add-on to the Standard support contract. (See the advanced support options for full details) SOLUS - Managed SIMS software updates and patches for database maintenance, where ICT Services hold an appropriate network support/hardware contract. (See database support contract/hardware enhanced warranty details in the network and technical section of this document). 14

19 3. Maintenance of SIMS updates and backup systems via a Windows scheduled tasks. 4. All appropriate documentation, (including training material when attending an ICT Services course) to support changes to SIMS. 5. Additional support for SIMS Infrastructure changes such as SQL migrations and SOLUS updates. (We may make an additional charge for this service depending on the complexity of the update. Where possible ICT Services will use AMI to deploy/initiate software changes thereby reducing the cost and minimising disruption time to the school). Where schools do not hold an appropriate network or enhanced hardware warranty there may be a charge. (Please note schools outside of Hertfordshire will be unable to use the AMI service). 6. Free access to all ICT services SIMS user groups bookable via training courses on the ICT services website. 7. Maintenance of the ICT Services web site specifically designed to support the many varied users of SIMS. 8. The ability to download from a catalogue of SIMS pupil data reports, designed by ICT Services, to support the school data requirements are all available from the website. 9. Support for electronic data returns to HCC via exclusion sender and AnyComms Plus. 10. ICT Services liaison with third party data suppliers running data extractors which integrate with the SIMS system. 11. Access to our Enhanced support services, please see the Enhanced MIS support services catalogue for more information. Please note that on your support contract summary *Standard support is shown as: Primary/Middle/ESC/Special= Advanced Secondary = Intermediate on your support contract summary. Add on support for Primary, Academies, Secondary, Middle and Special schools (not using timetabling). Support for the use of SIMS Dinner Money, which will be charged at an additional rate. Support for InTouch can be purchased as an add-on to the Standard support contract, see pricing catalogue. The add on SIMS AM7 toolkits for Early years (EYFS), Phonics phases and Reading progress (coloured book bands) are available at an additional cost. For more information please contact the ICT Services service desk option 1 then option 1 or ictservices@hertsforlearning.co.uk. Advanced support for Secondary, Middle, Academies, and Special schools using timetabling: In addition to our standard service schools are able to purchase Advanced support within their contact which will include access to the following with no additional charge:- 15

20 1. Be assigned an ICT Services MIS Account Manager who will be available for meetings with you to discuss any areas of your MIS Development Plan. 2. ICT Services support for InTouch ICT Services will receive calls via the service desk and resolve on first contact if possible. If ongoing support from Capita is required then we will log the case directly with Capita and maintain ownership of the call on behalf of the school through to resolution. 3. Advanced contract holders will be offered the opportunity of working closely with ICT Services to develop the use of new areas of functionality within SIMS. This work will form part of an implementation program and would not incur a cost to the school. 4. Receive one FREE place at the biennial ICT Services SIMS conference. Secondary schools with Advanced contracts will be noted accordingly on your contract summary. ICT Services SIMS training courses ICT Services courses will provide delegates with the necessary ICT skills, knowledge and understanding to help schools use ICT as an effective solution to their administrative and management needs. Our training programme includes a range of courses designed to teach skills which can be employed in almost all aspects of school life. Course tutors are members of the HfL ICT Services team, each of whom has specialist knowledge of ICT systems used within schools. Where appropriate, courses are run in conjunction with colleagues in other areas of Herts for Learning Ltd who have a particular specialisation. Courses take place at Hertfordshire Development Centre, Robertson House, Stevenage in a designated ICT training room. Our courses benefit from: - Online booking via the ICT Services web site and click on the training courses link on the left hand side. (Please note you will need your PIN number to book online) One enquiry number for training advice ( ). User Guides that are created specifically with Hertfordshire schools in mind, but are easily adapted for other colleagues. Qualified and experienced training staff with many years of supporting SIMS. Each trainer has their own specialisation and in depth knowledge of the SIMS software and associated material. A reduced rate for the second and subsequent delegates booked on a single training course. A regular appraisal of on line course evaluations received from customers, utilising the information to improve future course provision. We will make provision for delegates with any special requirements (by prior arrangement). 16

21 Herts for Learning publish a termly training catalogue for schools with information about courses for the following term. We will keep you informed of any new opportunities and changes to our training provision as they occur via an ICT Services flyer and our web site. For course prices please see the ICT Services Prices for 2016/17 document or view online when booking. SIMS Biennial Conference for Secondary, Middle, Special and ESC s ICT Services offer a SIMS conference programme on alternate years which provides delegates with excellent opportunities to keep up to date with hot topics, share good practice and network with colleagues. For details of our up and coming training courses, seminars, conferences and user groups please see our web site. ALL Schools - SIMS Consultancy and Training including bespoke consultancy for school leaders and senior managers We can provide a bespoke consultancy service, which can be arranged by an initial call to our Service Desk. To request a consultancy or an on-site visit, please telephone the ICT Services Service Desk on option 1 then option 1 or help@sd.hertsforlearning.co.uk These visits may be for example to: - Help you to self evaluate the use of your SIMS system via a SIMS Health check. Talk to your senior leadership team about the implementation of a new area of your SIMS system. Train staff to record Attendance electronically in the classroom (Primary). Work with staff on recording lesson/session attendance in the classroom (Secondary/Middle/Special). Implement the recording of achievement and behaviour rewards and sanctions linked to your schools behaviour policy. Work with a group of staff to enhance your assessment, analysis and reporting system. Help support the ongoing creation of your school timetable and curriculum analysis. Analyse the data in your SIMS system. On-site training In addition to our published courses, we are able to provide on-site training courses suited to your school s precise requirements and tailored to meet your exact needs. The advantages of on-site consultancy are: you will be using your own school data which puts the training in context training is tailored to your individual needs questions can be asked on a one to one basis shared learning if more than one person in the school attends no travel costs Listed in our SIMS enhanced support services catalogue are some examples of on-site training and consultancy that we are currently asked to deliver on a regular basis. No matter what your request, we are always happy to discuss your requirements. We will match your training request to our MIS expert and aim to deliver a consultancy session to match your specific requirements. 17

22 To request a consultancy/onsite training please telephone the ICT Services Service Desk on option 1 then option 1 or help@sd.hertsforlearning.co.uk Access to our Enhanced support services, please see the Enhanced MIS support services catalogue for more information. Exchanging pupil data with SIMS Partnership Exchange (HfL hosted) Partnership Exchange Partnership Xchange enables schools within a consortium to transfer data seamlessly from one school to another for students taking their learning at more than one institution. It also provides to the coordinator a view of the data for all students in the consortia contained in a separate database. This database can be used for analysis purposes. ICT Services centrally host and manage the Zone integration server that sits at the heart of the system. Schools and consortia wishing to explore the use of Partnership Xchange should contact help@sd.hertsforlearning.co.uk for further information. Price on application. School Home communication with SIMS InTouch (ICT Services support) SIMS InTouch sending communications by and SMS InTouch is a communications product by Capita. It uses contact details and data already held in the SIMS database to send and text messages to students, contacts, staff, agents, applicants and other schools. Advantages. InTouch is part of the SIMS suite and is managed from within the database, there is no need to use, or import, contact details into third party software. Once a change is made to a record in SIMS, it is also made to InTouch automatically. Messages are sent from and received to the database itself and can be managed from the SIMS Homepage. Once installed, InTouch can be used by any SIMS user, permissions for which are maintained via SIMS System Manager. Any message sent or received about a particular student can be logged to the Student s Communication Log and referred to at a future point in time. Schools will need to purchase an InTouch licence directly from Capita but the ICT Services team can provide support, training and demonstrations if required. To find out more about the product, schools should help@sd.hertsforlearning.co.uk in the first instance. There are several other equally good products available from other companies. SIMS Nova T6 timetable support Standard support for Nova T6 is available via the service desk for everyday practical help on issues involving use of the software e.g. How do I print a subject timetable? or, issues relating to the integration of the timetable with other areas of the curriculum management suite. If necessary, in the case of a software failure, 18

23 cases will be escalated to Capita and ICT Services will take ownership of the case until resolution. ICT Services will provide to schools a number of additional support offerings which are noted below and are available on a chargeable basis. See the SIMS Enhanced services catalogue for full details or mail the service desk help@sd.hertsforlearning.co.uk. Additional Nova T6 support options at an additional charge Practical Timetable Help Support for the School Timetabler Help for the school Timetabler through the whole timetable process from an experienced practitioner. Help provided by and telephone. a. Work with Timetabler to prepare the information required to schedule the school timetable. b. Support for the school Timetabler through the scheduling process. c. Support for the school Timetabler with finishing and polishing the school timetable. d. Support for the school with maintaining the school timetable through the school year. Transferring the timetable from Paper to Nova-T6 a. This service is provided for schools which have written their timetable on paper and need help with transferring it into Nova-T6 in order that the information can be transferred into SIMS. Principles of Timetabling Training for the timetabler, or senior school staff, on the Principles of Timetabling. a. A look at the most effect ways of collecting curriculum information which will support the creation of a school timetable. b. An introduction to the basics of timetable planning, taking a look at the timetable construction cycle and implications for staffing and the use of resources. Efficient use of Nova-T6 Training for the Timetabler on the efficient use of NovaT6 to help with planning and construction of the school timetable. a. Entering basic data into Nova T6, editing the curriculum plan and using the features in Nova T6 to help construct the school timetable efficiently. Curriculum Modelling Support for your senior staff in the school to help design your curriculum model. a. Reviewing your existing timetable and provide advice on possible improvements, including the use of resources and design of the curriculum plan. b. Advice provided by our experienced MIS advisor (Jim Borcherds). Problem Solving Timetable Service. Help for schools that may find themselves without a timetabler and need additional support to maintain their timetable. 19

24 1. Editing the existing timetable. 2. Maintaining the curriculum plan following a change part way through the year. School Timetable Analysis Support for the school senior management team in analysis of the school timetable. a. Analysis of how the Timetabler could improve their use of Nova-T6. b. Analysis of the quality of the Timetable. c. Analysis of the financial efficiency of the Timetable 20

25 Technical Network Support Services ICT Services is embedded within Herts for Learning Ltd. This means that the network support and services reflect both pedagogical and technical requirements of schools. Service Overview Contract flexibility The ICT Services network contract is designed to meet the needs of your school now and in the future yet is constantly evolving to meet changing ICT demands. Services can be added and removed to reflect your changing needs and as technological enhancements take place, with the contract price adjusted accordingly. A tailored approach to guarantee value for money The cost of network support contracts are based upon the individual needs of the school, reflecting the complexity of the system and size of the school. The annual support charge will be agreed between the school and ICT Services prior to the contract start date yet can be changed at any time. The bespoke nature of the ICT Services pricing structure ensures schools only pay for the services they really need. Fully Managed Solutions More schools are coming to ICT Services looking for a fully managed solution, removing the dependency on one individual. We deliver a comprehensive service from one team which includes MIS and network experts and ICT curriculum advisers. You can be sure of getting the right support and guidance through one Service Desk. Managed wireless systems Following a rigorous evaluation of wireless systems, ICT Services are pleased to offer an Aruba system which can be either managed within the school or from the Herts for Learning Stevenage site. The solution we provide has been chosen for security, reliability, ease of management, future proof, scalability and value for money. The design and installation is individual to a school which is reflected in the support costs. Apple ios The ICT Services Apple Device Management System is designed to help schools to maximise their Apple ios devices (ipod Touch, iphone or ipad) so that they can be used to their full potential in the classroom by both staff and students In order to help you choose the right package for your school, we have put together some great value, inclusive ipad collections tailored to support the use of ipads in the classroom. ICT Services network review and consultancy service Whether you re new to ICT Services network support or an existing customer, a Network Audit can bring ICT back to life in your school. During a network audit a Network Consultant will survey your school s network design and layout and then provide details of changes that may need to be carried out before we would undertake support and a quote (if applicable) for ICT Services to carry out this work. (ICT Services reserve the right to decline to undertake support). ICT Services will also assist Schools with outlining a rolling 5 year ICT procurement plan which will help to ensure budgets are better managed. ICT Services supports and commissions a range of network operating systems; RAW Microsoft server, Virtual servers, RM s Community Connect and our own in-house developed ICT Services K8. 21

26 Herts for Learning s ICT Services is an RM Premier Service Partner (RM PSP) giving schools the confidence that we are fully trained, certified and monitored by RM to offer CC4 administration services. (Schools have the added advantage that being supported by an RM PSP they do not require their own support contract with RM Education. If necessary, the PSP is able to escalate issues direct to RM s Enterprise Support team). In addition, you are supported by a team that fully understands your SIMS and Dinner Money software and can consult with our MIS consultants to support any MIS issues you may encounter. Contract Options ICT Services is able to offer differentiated support packages (Entry level and Managed services) to assist schools who do not have the level of expertise or the time to carry out complex or time consuming procedures. All our contract options include access to our Telephone & Remote service. ICT Services network support staff can visit the school on a regular basis to maintain, add to and enhance your system. Our network consultants are certified in a range of Microsoft, RM CC4, CISCO and Apple systems having passed the relevant examinations. There are four types of contract available: - 1. Telephone & Remote (T&R) This is the lowest level of support provided to schools and is based on the premise that the school has a fully functioning network support team in place in their school. 2. Entry Level Support (includes T&R). Provides support to existing network managers who may not have sufficient time or expertise to carry out some of the more complex network tasks and requires additional support in managing their network. The support arrangements can be tailored to allow for any combination of maintenance/routine/ad-hoc visits. 3. Fully Managed (includes T&R). This contract is designed to accommodate the needs of individual schools. For example, a school purchasing this service may have very limited technical support, possibly a classroom teacher with ICT responsibility. The ICT Services Managed service can be designed to carry out most of the tasks of a dedicated technician. Bespoke support package tailored to your school needs. A support package which is tailored to the specific needs of the customer. This can vary from monthly technical visits to a fully managed support package with Service Desk and weekly onsite support. (Optional contract available on request only) ICT Services joint support with another third party provider (includes T&R) This is a managed service with the delegation of responsibility, for the management of the schools network, to the joint partnership between ICT Services and another TP support provider. 22

27 This graph shows the expected amount of involvement that ICT Services and a school would have for each of the contact options: SITSS Tasks School Tasks Telephone and remote Entry level support SITSS Fully Managed SITSS & TP Managed 1. Telephone & Remote (T&R) The ICT Service Desk is staffed throughout the year between 8:30am and 5:00pm (4pm on Friday). You can have confidence in easy access to a range of knowledgeable staff dedicated to answering your questions and resolving any issues. Refer to the section on the Service Desk for full details. This is the basic level of network support that we provide, we will guide and assist the school network manager in resolving Hardware, Operating System or ICT Services Supported Software issues on the curriculum server. The network manager may be referred to technical articles and be expected to carry out the tasks as detailed where this is considered appropriate. Telephone & Remote Support also gives the school access to our ICT Service Desk Online logging system. Curriculum Servers The school must have a full time network manager who has had the benefit of RM CC4 training or relevant Microsoft training if it is a raw Microsoft system and virtual server. 2. Entry Level Support includes T&R The school needs to have, a network manager/technician who: has attended the relevant training; e.g. RM CC4 and/or Microsoft training is available 0.5 FTE to deal with network support issues - Primary schools full time network manager and additional technical support Secondary schools The entry level service is designed to assist and support the school based technician/network manager in the 23