Empowering the End User for Greater Control

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Welcome!

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Today’s Moderator: Michael TaylorIT Market Manager

mtaylor@schooldude.com

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Ask questions at any time by using the chat feature.

There will be a Q&A wrap up at the end.

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There will be a Q&A wrap up at the end.

When you leave the webinar please fill out thesurvey with your feedback.

You will receive a recording within 24 hours.

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How a self service help desk can empoweryour IT staff, protect resources, and satisfy

end users

Jason Brames, Director of Technology,Avon Community Schools

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Liza Hazzard, Services Team Leader,Avon Community Schools

Importance Michael Taylor

Best Practices / Processes Jason Brames & Liza Hazzard

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Jason Brames & Liza Hazzard

Questions Everyone

Software Demonstration

Reduce cost of incident management

Reduce work load on team

Remove delay in ticket assignment

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Remove delay in ticket assignment

Increase productive time

Track and enforce Help Desk processes

• 13 schools, 8,600+ students, 800 staff

• 5700 computers

• Tech Staff – 11.5

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• Tech Staff – 11.5

• 6.5 FTE PC technicians

• Network Manager

• 1 FTE Technology Trainer

• 2 FTE Student Information

Identify building level support personnel needs

Appropriately time training opportunities for staff members

Document issues & identify trends

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Provide end users status reports on their open incidents

Reduce inefficiencies in support personnel dispatch

Appropriately time training opportunities for staff members

Consolidated Incident Reporting

• Reduce Phone Calls

Perception Vs. Reality

• Perception: Loss of personal contact

• Reality: Faster Incident Resolution

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Empowering the end user is not loss of technician control!

• Reduce Phone Calls

• Reduction in emails

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Make it easy for the Requester to submit incidents.End user’s have created 88% of incidents comparedto 15% in the previous system.

7 easy steps to complete incident.

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Incident automatically assigned to the Technician.

Ongoing communication sent to Requester

and Technician until incident can be closed.

Requester makes wrong choice when creating theincident.

Easy to use reporting options.

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Requests are not lost.

Reduction in call volume by 32%.

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Technology Readiness –

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Technology Readiness –SchoolDude makes a difference!

SchoolDudeProduct Demo: ITDirect

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Product Demo: ITDirect

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Free Resources – for more information

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Free Resources – for more information www.schooldude.com/technology www.myschooldude.com

Thank You!For more information or to request

a one-on-one product demo please contact:

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The SchoolDude Team1-877-868-3833

salesrequest@schooldude.comor visit www.schooldude.com/technology