Technology Services Offered by Educational Services Agencies...Database Administrator (MCDBA), Microsoft Certified Solutions Associate (MCSA), Microsoft Certified Technology Specialist

In the following report, Hanover Research examines the technology services that

educational service agencies (ESAs) offer school districts. Specifically, the report reviews

the professional development needs of school IT personnel and the technology‐related

resources, services, and training opportunities that ESAs provide. The report profiles the

technology services provided by six ESAs and presents a list of additional resources on this

topic.

Technology Services Offered by Educational Services Agencies

June 2014

Hanover Research | June 2014

© 2014 Hanover Research | District Administration Practice 2

TABLE OF CONTENTS

Executive Summary and Key Findings ................................................................................ 3

INTRODUCTION ........................................................................................................................... 3

KEY FINDINGS ............................................................................................................................. 4

Section I: Professional Development Needs of IT Personnel ............................................... 5

OVERVIEW OF IT PERSONNEL RESPONSIBILITIES ................................................................................. 5

IT PERSONNEL PROFESSIONAL DEVELOPMENT NEEDS ......................................................................... 8

Software‐ Training ..................................................................................................................... 8

Subject‐Based Training .............................................................................................................. 9

Section II: Profiles of Educational Service Agencies .......................................................... 11

COLLABORATIVE FOR EDUCATIONAL SERVICES (MA) ........................................................................ 12

IT Resources and Services ........................................................................................................ 12

Professional Development and Training ................................................................................. 12

REGION 10 EDUCATION SERVICE CENTER (TX) ................................................................................ 13


Professional Development and training .................................................................................. 14

REGION 4 EDUCATION SERVICE CENTER (TX) .................................................................................. 15



SANTA CRUZ COUNTY OFFICE OF EDUCATION (CA) .......................................................................... 16



EDUCATION SERVICE CENTER REGION 11 (TX) ................................................................................ 17



LIVINGSTON EDUCATIONAL SERVICE AGENCY (MI) ........................................................................... 19



Appendix A: Skill Matrix for IT Personnel ......................................................................... 20

Appendix B: Additional Resources ................................................................................... 23



EXECUTIVE SUMMARY AND KEY FINDINGS

INTRODUCTION

In the following report, Hanover Research examines the technology services that educational service agencies (ESAs) offer school districts, including professional development and training services. We discuss the professional development needs of school information technology (IT) personnel and review the technology services offered by six ESAs throughout the United States. The report is divided into two sections:

Section I: Professional Development Needs of IT Personnel identifies the responsibilities and professional development needs of school technology leaders and support staff.

Section II: Profiles of Educational Service Agencies examines the technology services offered by six ESAs, including IT resources and services, as well as professional development and training opportunities.



KEY FINDINGS

Educational Service Agencies (ESAs) commonly support districts with network services, website hosting, application development, help desk assistance, and on‐site or remote service consultation. District student and business information management systems are also often centralized at ESAs. Furthermore, ESAs frequently offer training and professional development in the use of information management systems and specific software and web applications, though the training of district IT staff tends to be a secondary focus. Rather, ESAs emphasize the provision of technical services and systems by their own internal staff.

IT professional development and training for district employees focus on the use of instructional technology in the classroom, rather than technology maintenance and operations. Texas districts frequently rely on ESAs for the provision of technical services and support, which allows district IT to staff focus on the integration of technology in the curriculum.

The professional development needs of IT personnel can be divided into two categories: software training and subject‐based training. For example, IT personnel benefit from training for industry certifications such as Microsoft, Cisco, and CompTIA. Other training for IT personnel may focus on particular skills or subjects relevant to the profession, such as project management, technology planning, and cybersecurity.

The technology service needs of a district often depend on the district’s size and the maturity of its technology program. For example, districts with emerging technology programs typically have fewer specialized IT staff and may rely more on ESAs for support. In contrast, districts with established technology programs tend to have more specialized employees and may require less technical assistance or support from ESAs.

School district IT personnel increasingly come from backgrounds in education, rather than business and technology. As the focus of district IT personnel becomes more instructional, ESAs are well positioned to support districts in operational technology functions by providing technical support that helps districts’ maximize their human resources.



SECTION I: PROFESSIONAL DEVELOPMENT

NEEDS OF IT PERSONNEL This section reviews the responsibilities and professional development needs of school district IT leaders and support staff.

OVERVIEW OF IT PERSONNEL RESPONSIBILITIES

The role of school technology leaders is currently in flux due to rapid advances in educational technology. For example, a 2013 survey of school technology leaders by the Consortium for School Networking (CoSN) found that 250 school IT staff increasingly focus on instructional technology rather than IT operations and business services. Moreover, individuals with backgrounds as teachers and principals are entering school‐based administrative IT roles in larger numbers, compared to individuals with technology and business backgrounds. 1 Overall, the responsibilities of IT personnel in schools are increasingly integrated with the school’s instructional mission. The responsibilities of school IT personnel often vary based on district size, funding, and the maturity of the technology program. TechSETS, a California Statewide Education Technology Services (SETS) developed by the San Diego County Office of Education with funding from the California Department of Education, highlights the different organizational structures and job responsibilities of IT personnel at districts with emerging and established technology programs. According to TechSETS, emerging district technology programs involve fewer personnel with more integrated responsibilities and may use an organizational structure such as that presented in Figure 1.1.

Figure 1.1: Emerging District Technology Support Organizational Structure

Source: TechSETS2

1 Raths, D. “Technology Leadership Evolved.” THE Journal, March 13, 2014.

http://thejournal.com/articles/2014/03/13/technology‐leadership‐evolved.aspx#lmQBtymPL4M0AdsC.99 2 “Staffing Technology Organization Charts.” TechSETS. http://www.techsets.org/Article.aspx?p=job_org

School District Superintendent

Technology Assistant/Help

Desk

Network Administrator

Director of Curriculum/Ed

Tech/Assessment

Computer Support Technician

Technology Coordinator or

Director



IT personnel in emerging districts often perform multiple functions rather than specializing in a single area. Common job titles and functions of IT personnel in districts with emerging technology models include the following:

Director of Information Systems: Under the direction of the Superintendent or designee, the Director of Information Systems is responsible for the district‐wide direction, coordination, integration and implementation of technology.

Technology Assistant: Under the direction of the Director of Information Systems, Technology Assistants provide technology training and support; perform a variety of clerical duties in support of district technology goals; and organize and coordinate office activities and communications.

Network Specialist: Under supervision by the Director of Information Systems, Network Specialists perform duties relating to the maintenance and support of the Instructional computer networks and related courseware at various school sites; assure maximum operational effectiveness of these networks by assisting in correcting operational problems; and do related work as required.

Network Analyst: Under the direction of the Director of Information Systems, Network Analysts perform a variety of technical and resource services in the installation, operation, repair and diagnosis of computer networks; install a variety of software packages in various configurations; and provide user support assistance.

Computer Support Technician: Under supervision by the Director of Information Systems, Computer Support Technicians install and configure personal computer software; install and configure personal computer hardware and peripheral devices; perform related work as required.3

In contrast, districts with established technology programs have more complex models that include more specialized personnel. Figure 1.2 displays a typical organizational structure of a district with an established technology program.

3 Bulleted points adapted nearly verbatim from: “Job description bank.” TechSETS.

http://www.techsets.org/staffing/job_desc.aspx



Figure 1.2: Established District Technology Support Organizational Structure

Source: TechSETS4

As described by TechSETS, pecialized personnel employed in districts with established technology programs may include the following:

Web Developer: Under the direction of the Director of Information Systems, Wed Developers design, maintain and update internal and external web pages and sites including the source coding; maintain source code with asp and asp.net with a SQL Server database; design web pages that contain information in the form of text and graphics; assure the quality of the home page and the hypertext files contained therein; and provide working models for proprietary web page design elements.

Telecommunications Tech: Under the direction of the Director of Technology, Telecommunications Techs perform technical work in the repair, installation and relocation of telephone equipment, voice mail system, IP Telephony, cables and related systems, and assist others in the design and specification of equipment to be installed and tested.

Programmer Analyst: Under the direction of the Data Systems Supervisor, Programmer Analysts facilitate the computerized collection, management, manipulation, and distribution of administrative data used for decision‐making and in the daily operation of schools and departments, and lead other staff on projects and serve as a technical resource to others.

Information Systems Support Analyst: Under the direction of the Data Systems Supervisor, Information Systems Support Analysts facilitate the computerized collection, management, manipulation, and distribution of student information systems data used for analysis of student progress, evaluation and implementation of school programs, and mandatory reporting to California State Department of Education.

4 “Staffing Technology Organization Charts.” Op. cit.



Computer Repair Tech: Under the direction of the Maintenance Supervisor, Computer Repair Techs perform inspection, setup, installation, maintenance, modifications, and repairs to microcomputer systems, peripherals, and associated networks located throughout the District, and determine and maintain service repair stock levels.

Cable Installation Assistant: Under general direction, Cable Installation Assistants assist in the installation and testing of Local Area Network (LAN), fiber optic, and low voltage cable, and related equipment; and assist in the installation, maintenance, and repair of communication and other electronic systems throughout the district.5

IT PERSONNEL PROFESSIONAL DEVELOPMENT NEEDS

As the role of school IT personnel shifts toward instructional technology, professional development resources for IT personnel emphasize the integration of technology in the curriculum. Fewer resources address the technical professional development needs of school IT staff. However, an examination of professional development tools for school IT staff suggests that their professional development needs can be divided into two main categories: software training and skill‐ or subject‐based training.

SOFTWARE‐ TRAINING

Many professional development tools for school IT personnel offer training in the use of specific software tools or web applications. The Technology Information Center for Administrative Leadership (TICAL), for example, provides short tutorials for school administrators on the use of Quick Response (QR) codes, Web 2.0, Real Simple Syndication (RSS), and Google documents. 6 Through Enterprise Training Solutions’ MySkillSource platform, TechSETS offers training for IT certifications, including the following:

Microsoft: Microsoft Certified Solutions Expert (MCSE), Microsoft Certified Solutions Developer (MCSD), Microsoft Certified Application Developer (MCAD), Microsoft Certified Database Administrator (MCDBA), Microsoft Certified Solutions Associate (MCSA), Microsoft Certified Technology Specialist (MCTS), and more

Cisco: Cisco Certified Network Associate (CCNA), Cisco Certified Network Professional (CCNP), Cisco Certified Security Professional (CCSP), Cisco Certified Design Professional (CCDP), Cisco Certified Design Associate (CCDA), Cisco Certified Voice Professional (CCVP)

CompTIA: A+, Network+, Server+, Linux, Security+

Other: Certified Information Systems Security Professional (CISSP), Information Technology Infrastructure Library (ITIL), Netware, Project Management, and more7

5Bulleted points taken verbatim from: “Job description bank.” Op. cit. 6“Quick Takes Tutorials.” Technology Information Center for Administrative Leadership.

http://www.portical.org/Presentations/quick_takes/ 7 Bulleted points taken verbatim from: “MySkillSource.” TechSETS.

http://www.techsets.org/training/selfpace_course.aspx



SUBJECT‐BASED TRAINING

Additional professional development for school IT personnel addresses skill or subject area training needs. TechSETS developed a skills matrix to evaluate the skills necessary to perform the essential services that school IT personnel provide.8 The following figure displays the categories of services and primary tasks of school IT personnel.

Figure 1.3: Service Categories and Tasks of School IT Personnel

SERVICE CATEGORY TASKS

Planning & Management

Administrative Systems Support (e.g. ‐ student information, budget, inventory)

Asset Management

Coordination of Discount Programs (e.g. ‐ E‐Rate, CTF)

Staffing and Evaluation

Systems Backup and Disaster Recovery

Technical and End User Documentation

Technology Planning Support

Technology Procurement and Evaluation (hardware, software, services)

Training

Networking

Internetworking (WAN/MAN) Infrastructure

Network Printing Services

Network Security

Networking (LAN) Infrastructure

Servers (e.g. ‐ file, print, e‐mail, web)

Telephone Services

Hardware

Computer Workstation

Desktop Security

Low Voltage Systems (e.g. ‐ alarms, bells)

Peripheral Support (e.g. ‐ printers, scanners)

Internet/Online

E‐mail

Filtering

Internet Access

Web Presence

Software Custom Application Development Services

Database Design and Support

Desktop Applications

Multimedia Audio/Video Conferencing

Streaming Media Source: TechSETS9

Furthermore, CoSN provides subject‐based professional development resources for school IT leaders. Though CoSN’s resources are targeted toward district IT leaders rather than support staff, they exemplify the subject‐based professional development needs of school IT

8 “Skill Matrix.” TechSETS. http://www.techsets.org/training/matrix.aspx 9 Ibid.



personnel. The following webinars, clinics, conferences, and articles represent common subject area training needs of school IT personnel.

Figure 1.4: School IT Leader Professional Development Resources

RESOURCE/TOPIC TYPE DESCRIPTION

Smart IT Strategic Technology Planning and Management10

Assessments, blog posts, articles

Resources to help IT leaders with Strategic Technology Planning and Management

Initiatives include Student Outcomes & Budget Management, Total Cost of Ownership, Value of Investment, and Sustainable Computing

Cybersecurity11 Research report, blog posts

Report on security of personal devices

Blog post on important questions to ask to confirm cybersecurity

Privacy Toolkit12 Guide/toolkit Step‐by‐step privacy guide to help K‐12 IT leaders

navigate federal laws related to student data privacy

Raising the BAR: Becoming Assessment

Ready13

Toolkit, white papers

Help districts transition to online assessments with the introduction of the Common Core State Standards

Smart Education Networks by Design14

Webinars, resources,

guidance, and online discussion

Tools to help school technology leaders adapt to increasingly personalized learning environments with appropriate network infrastructure

Source: CoSN

CoSN also offers a training and certification program for school technology leaders called the Certified Education Technology Leader (CETL) program. The CETL exam assesses school technology leaders’ skills and knowledge in three areas: Leadership & Vision, Understanding the Educational Environment, and Managing Technology & Support Resources. The program is based on “the Framework of Essential Skills of the K‐12 CTO,” a guide that defines critical skill areas for education technology leaders.15

10 “Smart IT: Strategic Technology Planning and Management.” CoSN. http://www.cosn.org/smartit 11 [1]“CoSN Releases New Report on the Safety and Security of Personal Devices in K‐12 Schools.” CoSN, September 6,

2012. http://www.cosn.org/about/news/cosn‐releases‐new‐report‐safety‐and‐security‐personal‐devices‐k‐12‐schools [2] “Navigating Access and Identity Management for K‐12 – Questions to Ask.” CoSN, September 9, 2013. http://www.cosn.org/blog/navigating‐access‐and‐identity‐management‐k‐12‐questions‐ask

12 “CoSN Issues K‐12 Privacy Toolkit for School Leaders.” CoSN, March 21, 2014. http://www.cosn.org/about/news/cosn‐issues‐k‐12‐privacy‐toolkit‐school‐leaders

13 “Becoming Assessment Ready.” CoSN. http://www.cosn.org/focus‐areas/it‐management/becoming‐assessment‐ready

14 “Smart Education Networks by Design.” CoSN, 2013. http://www.cosn.org/focus‐areas/it‐management/send‐smart‐education‐networks‐design

15 “Certification.” CoSN. http://www.cosn.org/certification



SECTION II: PROFILES OF EDUCATIONAL

SERVICE AGENCIES This section provides profiles of the technology services offered by six ESAs. The following figure provides a summary of agencies’ technology service and professional development (PD) offerings.

Figure 2.1: IT Services and Resources Offered by ESAs

ESA IT SERVICES IT RESOURCES PD/TRAINING

Collaborative for Educational Services (MA)

Website hosting and development, group purchasing, custom programming, content management, technology

program evaluation, technology planning and support

PLC for IT professionals, annual technology

conference, Moodle Course Management

Software‐specific training programs, professional

development and licensure courses through Moodle, implementation training for data and information

management systems

Region 10 Education Service

Center (TX)

Data analysis, website hosting, network consulting,

infrastructure support, help desk service, on‐site technical

support, IT planning, design, and administration

Information management systems, business services applications, network

architecture, data analytics software

Information management system training, professional development sessions on Microsoft, Cisco, and project management in progress

Region 4 Education Service Center (TX)

Help desk support, on‐site consultation, customized software, application

development

Business and student information management systems, data management

software

Training for state‐sponsored information management systems, online subject‐based professional

development

Santa Cruz County Office of Education

(CA)

Technical support for business software applications, website hosting, network operations support, technical assistance

Web‐based applications, business management

software, internet access, secure intranet

Training for business software applications, TICAL resource

repository

Region 11 Education Service

Center (TX)

Network services, web hosting, asset management services, technical and infrastructural support, software installation,

service repairs

Information management software, technical support

equipment, content management system, digital file sharing, service request

management systems

Technical support, web training, professional development for online resources, student

information software and asset management software training,

continuing education for Technology Advisory Committee

Livingston Educational Service

Agency (MI)

Help desk services, network services

Wireless internet access, research databases,

videoconferences, listservs, information and asset management systems,

business accounting system

Regional Technology Academy for district employees focused on

technology integration



COLLABORATIVE FOR EDUCATIONAL SERVICES (MA)

The Collaborative for Educational Services currently serves school districts in Hampshire and Franklin Counties in Massachusetts, though membership is open to all public school districts in the state.16

IT RESOURCES AND SERVICES

The Collaborative supports districts with technology services and resources, including website hosting and development, group purchasing of hardware and software, a hardware exchange program, and learning and development opportunities for teachers and administrative staff. According to Angela Burke, Director of Technology, the Collaborative’s negotiation of vendor partnerships makes hardware and software prices more affordable for districts. A technology exchange program that allows districts to trade hardware that would otherwise be recycled or retired also reduces high hardware costs. 17 Other services that the Collaborative offers to support districts include the following:

Instructional Design

Moodle Course Management

Web & Content Management (CMS)

Custom Programming

Technology Program Evaluation

Technology Planning and Support18

The Collaborative also aims to connect educators and share effective technology practices by hosting a professional learning community (PLC) for technology directors, coordinators, and educators, with no charge for participation. The organization sponsors an annual technology conference that features national speakers and vendors.19

PROFESSIONAL DEVELOPMENT AND TRAINING

The Collaborative provides online professional development and face‐to‐face technology training for specific web applications and software. The organization provides training for school IT staff in website development and management, the use of Google applications, and implementation training for new data and information management systems. Additionally, the Collaborative hosts online professional development programs and

16 “The Collaborative for Educational Services.” Collaborative for Educational Services. p. 2.

http://www.collaborative.org/sites/default/files/CES‐Overview.pdf 17 Burke, A. Director of Technology, Collaborative for Educational Services. Phone interview. April 9, 2014. 18 Bulleted points taken verbatim from: “Technology.” Collaborative for Educational Services.

http://www.collaborative.org/areas‐focus/technology 19 [1] “Technology PLC.” Collaborative for Educational Services. http://www.collaborative.org/areas‐

focus/technology/technology‐plc [2] Burke, A. Op. cit.



educator licensure courses through the open source course management system (CMS) Moodle. District IT staff may learn how to use Moodle to host teacher training.20 According to Angela Burke, the Collaborative seeks to integrate IT training with schools’ educational missions. While IT professionals are proficient in technological platforms, many of these individuals come from the business sector and need to learn how to apply their knowledge to a school setting.21

REGION 10 EDUCATION SERVICE CENTER (TX)

Region 10 Education Service Center (Region 10 ESC) provides services for 80 school districts, 31 charter schools, and private schools in eight north Texas counties. The organization partners with its constituents to improve the efficiency and effectiveness of educational programs and support student achievement.22


Region 10 ESC supports district personnel with IT resources, training, and services. In particular, the Division of Technology and Data Services provides information management, data analysis, infrastructure support, website hosting, and network consulting. The division helps districts maximize internal networks and internet access by offering expertise in network architecture, engineering, and management. Districts may contract with Region 10 ESC’s Network Services unit for a single service or monthly service hours more affordably than hiring permanent district staff. Region 10 staff assess districts’ networks and analyze obstacles to speed and efficiency. In addition, they may design network expansion with new or current technology, including hosted software applications and advanced security programs.23 Region 10 ESC also hosts state‐level student information management systems, business services applications, and data analytics software. The Reveal Reporter and Reveal Automated Dropout Early Warning System integrate data from Business and Student Information systems to create reports and business intelligence dashboards.24 Additionally, the Regional Service Centers Computer Cooperative and Texas Enterprise Information System (RSCCC/TxEIS) support districts with asset management, budget, finance, human resource, and requisition functions. Region 10 ESC also offers districts a help desk service, on‐site or remote technical support, and assistance with general IT planning, design, and administration.25

20 “Center for Digital Learning.” Collaborative for Educational Services. http://www.collaborative.org/areas‐

focus/technology/digital‐learning 21 Burke, A. Op. cit. 22 “About Us.” Region 10 Education Service Center. http://www.region10.org/about‐us/index/ 23 “Division of Technology and Data Services.” Region 10 Education Service Center. http://www.region10.org/about‐

us/r10‐division‐of‐technology‐and‐data‐services/ 24 “Reveal Reporter.” Region 10 Education Service Center. http://technology.region10.org/education‐

solutions/reveal_reporter 25 Vincent, D. Assistant Director of Technical Services, Region 10 Education Service Center. Phone interview. April 15,

2014.



To summarize, Region 10 ESC supports districts with the following IT solutions:

Applications automating compliance with Texas Education Agency (TEA), Teacher Retirement System (TRS), and other governmental requirements.

State‐of‐the‐art hardware and software efficiencies for daily backups, security, disaster recovery, and transaction processing.

Cloud‐based student information system, business intelligence applications with comprehensive data warehousing and customized reporting.

24/7 hosted and monitored systems utilizing three shifts of skilled operators.

Web and/or intranet accessible applications for transaction processing.

Data extraction, reporting, and printing capabilities are provided based on user needs and requests.

District representatives meet quarterly to establish priorities, review/evaluate operational performance, design fee structures and amounts, approve financial budgets, provide general oversight, and specify direction for the cooperative.

Applications interface with personnel to develop, schedule, and deliver training, provide extensive application documentation, and assist district personnel via on‐site visits, phone, email, and other communications as needed.

Highly qualified, senior IT personal dedicated to serving the needs of all district personnel.26


Region 10 ESC offers employee training for specific software applications. For instance, the Region 10 Administrative Micro Cooperative staff provides training for the Public Education Information Management System (PEIMS) and TxEIS applications.27 According to David Vincent, Assistant Director of Technical Services, Region 10 ESC is in the process of creating professional development sessions for IT staff. Potential professional development topics include Cisco, Microsoft, and project management training. Mr. Vincent further notes that Region 10 ESC has not previously offered professional development for district IT staff because district IT staff tend to focus on instructional technology rather than operational technology functions. Thus to maximize the efficiency of human resources, districts often rely on ESC staff for technical support, while district IT staff primarily provide support for instruction.28

26 Bulleted points taken verbatim from: “Education Solutions.” Region 10 Education Service Center.

http://technology.region10.org/education‐solutions/ 27“Division of Technology and Data Services.” Op. cit. 28 Vincent, D. Op. cit.



REGION 4 EDUCATION SERVICE CENTER (TX)

Region 4 Education Service Center, based in Houston, Texas, serves 50 public school districts and 50 public charter schools in seven counties.29 The Management Information Solutions, Data and Network Solutions, and IT Solutions departments deliver the agency’s technology services.


The Management Information Solutions department hosts business and student accounting applications and provides help desk support, training and on‐site consulting. The student information management system includes applications related to attendance, discipline, grade reporting, registration, scheduling, special education, and student health assessment, records, and evaluation (SHARE). The business information management system includes asset management, budget, finance, human resources, and requisition applications. The department also provides help desk support and training for Texas Education Agency (TEA) applications that are hosted at the state level, including the Public Education Information Management System (PEIMS).30 The IT Solutions department of Region 4 Education Service Center assists districts with data management software and customized software development. The department designs and develops customized applications based on districts’ needs using C#, .NET, XML, ASP.NET, SQL Server, WCF, WFF, and Crystal Reports technologies.31


Region 4 Education Service Center provides training, support, and professional development opportunities for school IT personnel. The Management Information department further provides training for administrators and clerks at districts on the use of student and business information management applications.32

29 “About.” Region 4 Education Service Center. http://www.esc4.net/default.aspx?name=pi.aboutus 30 [1] “Management Information Solutions.” Region 4 Education Service Center.

http://www.esc4.net/default.aspx?name=mis.home [2] Talbert, W. Director of Management Information Systems, Region 4 Education Service Center. Email Correspondence. April 8, 2014.

31 “IT Solutions.” Region 4 Education Service Center. http://www.esc4.net/default.aspx?name=its.home 32 Talbert, W. Op. cit.



SANTA CRUZ COUNTY OFFICE OF EDUCATION (CA)

The Santa Cruz County Office of Education (SCCOE) provides resources, services, and leadership to Santa Cruz County schools. The SCCOE coordinates with the California Department of Education to provide staff development and fiscal services.33


The SCCOE provides county schools with web‐based applications, a business management software system, internet access, and a secure intranet for the transmission of data.34 In partnership with the California Education Computing Consortium (CECC), the SCCOE operates automated business software systems that offer schools payroll, accounts payable, purchasing, budgeting, and other financial services. The office also provides training and support for business software applications.35 The SCCOE hosts school web pages on its servers and provides schools with dialup accounts, email accounts, domain name service and firewall protection, as well as spam filtering and email virus detection. A network operations support center maintains information about the current status of network nodes and previous network performance. The office also provides technical assistance for schools’ hardware, software, and local and wide area networks.36


The California Department of Education commissioned the SCCOE to create a repository of technology resources and professional development opportunities for school administrators. Thus the Technology Information Center for Administrative Leadership (TICAL) was established to meet administrators’ technology‐related professional development needs.37 The site features technology news and resources and connects educators through an online community. TICAL provides multimedia and online professional development on financial planning, data‐driven decision making, technology planning, operations and maintenance, and curriculum integration.38 TICAL also sponsors events such as the Leadership 3.0 Symposium, in which school leaders share ideas and attend workshops about the use of technology in schools.39

33 “About the SCCOE.” Santa Cruz County Office of Education. http://www.santacruz.k12.ca.us/about.html 34 “Business Services.” Santa Cruz County Office of Education.

http://www.santacruz.k12.ca.us/business/technology_infrastructure.html 35 “Information Technology.” Santa Cruz County Office of Education. http://www.infotech.santacruz.k12.ca.us/ 36 “Business Services.” Santa Cruz County Office of Education.

http://www.santacruz.k12.ca.us/business/technology_infrastructure.html 37 “Technology Information Center for Administrative Leadership.” Santa Cruz County Office of Education.

http://www.santacruz.k12.ca.us/ed_services/tical.html 38 “Multimedia/Online Professional Development.” Technology Information Center for Administrative Leadership.

http://www.portical.org/contents2.html?mode=MM#op_main 39 “Workshops.” Leadership 3.0 Symposium. http://www.lead3.org/program/workshops



One resource featured on the TICAL website, TechSETS, assists school IT professionals in the planning, installation, and maintenance of school technology systems.40 Administered by the San Diego County Office of Education, TechSETS offers free online courses for education technology professionals, webinars, newsletters, funding, and training resources such as My Skillsource. The following matrix displays the process TechSETS uses to assess schools’ training needs.

Figure 2.2: TechSETS Training Model

Source: TechSETS41

In addition, TechSETS has developed a Skill Matrix detailing the skills necessary to support school technology services. A list of the skills for technology planning and management included in TechSET’s Skill Matrix is included in Appendix A of this report.42

EDUCATION SERVICE CENTER REGION 11 (TX)

Education Service Center (ESC) Region 11 provides professional development, technical assistance, and educational resources for 77 school districts and 52 charter campuses in 10 north central Texas counties.43


ESC Region 11 offers network services, web hosting, asset management services, and technical and infrastructural support to its constituents. The Management Information Systems department also supports district network services with TxEIS Administrative

40 “TechSETS.” TechSETS. http://www.techsets.org/ 41 “Training Resources.” TechSETS. http://www.techsets.org/Article.aspx?p=training 42 “Skill Matrix.” TexchSETS. http://www.techsets.org/training/matrix.aspx 43 “General Information.” Education Service Center Region 11. http://www.esc11.net/Page/4687

Tasks

What tasks are required to deliver the service?

Skills

What skills does one need to perform the

task?

Training

What training or resources are available to acquire these skills?

Services

What technology services require

support?



software. Further, ESC Region 11 completes site visits, software installation, and service repairs related to this software.44 ESC Region 11 provides a contracted technical support service that districts may use rather than hiring district staff. ESC Region 11 trains staff and offers the following benefits:

ESC Region 11 will be responsible for the employees’ training and staff development

Districts will have access to ESC Region 11’s pool of experienced technicians during times of need

The technician assigned to the district will have access to all Region 11 technical resources

ESC Region 11 will supply all necessary equipment for the performance of the service45

The web hosting service that ESC Region 11 offers its constituents includes domain name hosting, sub‐domain name hosting, and training and technical support. Districts may also use ESC Region 11’s content management system, digital file sharing, and service request management resources.46


Education Service Center Region 11 hosts professional development sessions at schools and webinars to train school staff to use online resources. A recent TxEIS webinar, for example, trained software users to set up and maintain inventory with the asset management application.47 ESC Region 11 has also hosted webinars to train human resources and technical staff to use its Public Education Information Management System applications.48 Finally, a Technology Advisory Committee that consists of directors, coordinators, and instructional technology staff, will meet at ESC Region 11 in May 2014 for continuing education.49

44 “Administrative Network Server Support.” Education Service Center Region 11. http://www.esc11.net/Page/1160 45 Bulleted points taken verbatim from: “Network and Systems Services.” Education Service Center Region 11.

http://www.esc11.net/Page/3977 46 “Web Hosting Services.” Education Service Center Region 11. http://www.esc11.net/domain/247 47 “TxEIS Business Asset Management Webinar.” Education Service Center Region 11.

https://mis.esc11.net/session.asp?sess_num=013971&wksp_num=007378 48 “TxEIS PEIMS Summer Process for PEIMS Coordinators & HR Staff Webinar.” Education Service Center Region 11.

https://mis.esc11.net/Session.asp?Wksp_Num=007327 49 “Technology Advisory Committee Meeting.” Education Service Center Region 11.

https://mis.esc11.net/Session.asp?Wksp_Num=006961



LIVINGSTON EDUCATIONAL SERVICE AGENCY (MI)

Livingston Educational Service Agency serves public and private schools in the Livingston, Michigan, region.50 The agency supports districts with technology resources and services that enhance communications, provide access to data, and improve the technical proficiency of school personnel. 51


The Livingston Educational Service Agency (LESA) provides wireless internet access, research databases, videoconferencing, and listservs to facilitate the sharing of information and resources among district staff. LESA is currently working with districts to improve connectivity and create a distance learning network through videoconferencing.52

Furthermore, LESA provides information and asset management systems for some of its schools. For instance, two private schools in the service region use ZANGLE, a student information and tracking system provided by LESA. In addition, LESA provides a CYBORG payroll/personnel system to manage human resources and a Simplified Management Analysis and Reporting Tool (SMART) Finance System for accounting functions.53 Figure 2.3 summarizes the IT resources LESA offers districts.

Figure 2.3: IT Resources offered by LESA

IT INFRASTRUCTURE RESOURCES INFORMATION MANAGEMENT

Wireless internet access

ISDN lines for videoconferencing

Research databases

Listservs

Student information and tracking through ZANGLE

Human resources management through CYBORG

SMART finance system for accounting

Source: LESA54


LESA offers professional development and training opportunities to help district teachers and administrators improve technology competencies. Livingston partners with other regional ESAs and school districts to offer a Regional Technology Academy (RTA) for two weeks each summer. The RTA includes a series of technology‐based workshops for all employees of districts and ESAs. Workshops not only include skill development, but also teach staff how to integrate technology into their work.55 In addition, LESA provides help desk services through a contract with service firms and the Wayne Regional Education Service Agency.56

50 “Livingston County School Directory.” Livingston Educational Service Agency, 2014.

http://www.livingstonesa.org/domain/62 51 “Educational Technology Plan.” Livingston Educational Service Agency, July 2007‐June 2010. p. 5.

http://www.livingstonesa.org/cms/lib03/MI17000763/Centricity/Domain/49/Technology_Plan_‐_LESA_‐_2007_‐_2010.pdf 52 Ibid., pp. 6‐8. 53 Ibid., p. 10. 54 Ibid., pp. 9‐10. 55 Ibid., pp. 7‐8. 56 Ibid., p. 8.



APPENDIX A: SKILL MATRIX FOR IT PERSONNEL

PLANNING AND MANAGEMENT

IT SERVICES AND TASKS SKILLS

Administrative Systems Support

(e.g. student information,

budget, inventory)

1. Analyze requirements

2. Design and implement

administrative system

‐Ability to assess user needs‐Ability to design and conduct user surveys ‐Ability to develop cost/benefit analysis for components ‐Ability to map requirements to product solutions ‐Interpersonal communication skills ‐Knowledge of components ‐Ability to define and communicate the vision ‐Ability to document and present recommendations ‐Ability to evaluate effectiveness of solution

‐Ability to involve and guide groups of stakeholders in the analysis process ‐Ability to negotiate and work with vendors and consultants ‐Knowledge of Administrative Systems processes ‐Knowledge of and ability to implement change management procedures ‐Knowledge of computerized Budget Development systems ‐Knowledge of existing/alternative/comparable systems ‐Knowledge of procurement processes

Asset Management 1. Analyze business processes 2. Develop and implement

policies

‐Ability to assess user needs ‐Ability to design and conduct user surveys ‐Ability to evaluate scope and value against available resources ‐Ability to map requirements to product solutions ‐Interpersonal communication skills

‐Ability to anticipate impact of policy decisions ‐Ability to anticipate policy needs ‐Ability to collect and maintain inventory of assets ‐Knowledge of common asset management policies ‐Knowledge of existing/alternative/comparable systems

Coordination of Discount

Programs

1. Analyze application process

2. Collect and compile

necessary application data

3. Maintain records

‐Ability to interpret guidelines‐Understanding of State and Federal guidelines ‐Ability to analyze needs ‐Ability to assess assets ‐Ability to codify acceptable contracts (limited exposure) ‐Ability to design and implement application processes ‐Ability to identify and communicate with local/regional/state agencies

‐Ability to negotiate and work with vendors and consultants ‐Ability to collect and maintain inventory of assets ‐Ability to create and use databases ‐ Knowledge of accounting processes ‐ Knowledge of current network infrastructure ‐Knowledge of current pricing

Staffing and Evaluation 1. Manage technical operations

‐Ability to assess appropriate staffing ratios‐Ability to evaluate and manage workload ‐ Ability to interpret service and level agreements ‐ Knowledge of effective management/evaluation strategies ‐Knowledge of organizational and strategic planning





Systems Backup and Disaster

Recovery

1. Analyze server backup &

restore requirements

2. Analyze workstation backup

& restore requirements

3. Implement server backup &

restore system

4. Implement workstation

backup and restore system

‐Ability to map requirements to product solutions ‐Knowledge of server backup & recovery options ‐ Knowledge of server data and directory structure ‐Understanding of costs related to data loss ‐Understanding of costs related to down time ‐Ability to design and conduct user surveys ‐Ability to map requirements to product solutions ‐Knowledge of data backup & restore strategies ‐Knowledge of data backup software and hardware ‐Understanding of costs related to data loss ‐Understanding of costs related to down time ‐Ability to create network file shares ‐ Ability to develop data backup & restore procedures ‐ Ability to develop data backup schedules ‐Ability to document recovery procedures ‐Ability to install service packs and hot fixes ‐ Ability to operate tape and backup devices ‐Ability to perform server data recovery procedures

‐Ability to use data backup software ‐Knowledge of data backup & restore strategies ‐Knowledge of data backup software and hardware ‐Knowledge of server backup & recovery options ‐Knowledge of server data and directory structure ‐Understanding of proper media storage ‐Ability to convey importance of backup procedures to end‐users ‐Ability to create network file shares ‐Ability to develop data backup & restore procedures ‐Ability to develop data backup schedules ‐Ability to document data recovery procedures ‐Ability to install service packs and hot fixes ‐Ability to perform data recovery procedures ‐Ability to use data backup software ‐Knowledge of data backup & restore strategies ‐Knowledge of data backup software and hardware ‐Knowledge of data backup software installation and configuration ‐Understanding of proper media storage

Technical and End User

Documentation

1. Analyze documentation

requirements

2. Develop written

documentation

‐Ability to design and conduct user surveys‐Ability to identify documentation gaps ‐Ability to synthesize information from various sources ‐Knowledge of technical and appropriate end user writing styles ‐Ability to convey information in non‐technical terms ‐Ability to document and communicate clearly

‐Ability to efficiently maintain documentation for future retrieval ‐Ability to evaluate effectiveness of written documentation ‐Ability to use deductive reasoning ‐Excellent oral and written communication skills ‐Knowledge of current technical writing tools and techniques

Technology Planning Support

1. Provide support for

technology planning

‐Ability to convey information in non‐technical terms‐Ability to design and conduct user surveys ‐Ability to document and communicate clearly ‐Ability to evaluate effectiveness of written documentation ‐Interpersonal communication skills ‐Understanding of State and Federal guidelines





Technology Procurement and

Evaluation (hardware, software,

services)

1. Assess acquisition needs

2. Create proposal for

acquisition

3. Evaluate technology

acquisition

4. Perform contract tracking

and oversight

‐Ability to assess assets‐Ability to codify acceptable contracts (limited exposure) ‐Ability to negotiate with stakeholders ‐Ability to negotiate with vendors ‐Knowledge of acquisition options and alternatives ‐Ability to create/evaluate specifications Knowledge of Administrative Systems processes ‐Knowledge of bidding, negotiations, and contracting ‐Knowledge of current network infrastructure

‐Knowledge of current pricing‐Knowledge of hardware components ‐Knowledge of software packages ‐Ability to map requirements to product solutions ‐Knowledge of evaluation techniques ‐Ability to manage projects ‐Ability to negotiate and work with vendors and consultants ‐Knowledge of contract conditions ‐Knowledge of installation and support specifications ‐Knowledge of legal requirements (e.g. ‐ Ed Code, public contracts) ‐Knowledge of licensing alternatives

Training

1. Analyze user training

requirements

2. Deliver user training

3. Design user training plan

‐Knowledge of current pricing‐Knowledge of hardware components ‐Knowledge of software packages ‐Ability to assess instructor needs ‐Ability to design and evaluate training facilities ‐Ability to develop and use visual aids ‐Ability to develop lesson plans ‐Ability to listen effectively ‐Ability to manage difficult behaviors ‐Ability to manage, use and model the technology required ‐Ability to present concepts ‐Ability to solicit and use feedback ‐Ability to understand learning styles

‐Interpersonal communication skills ‐Knowledge of sound pedagogical practices‐Ability to assess resource requirements ‐Ability to assess training needs ‐Ability to develop training curriculum ‐Ability to evaluate effectiveness of training ‐Ability to market training availability ‐Ability to utilize trends in planning ‐Knowledge of national and state standards ‐Knowledge of training curriculum

Source: TechSETS57

57 “Skill Matrix.” TexchSETS. http://www.techsets.org/training/matrix.aspx



APPENDIX B: ADDITIONAL RESOURCES

RESOURCE TYPE FUNCTION SOURCE

Tech Services and Resources

MyTechDesk Service request management

Tracks and reports IT service requests

TechSETS: http://www.techsets.org/Article.aspx?p=mytechdesk

Skill Matrix Training Support

Lists skills necessary for IT services

TechSETS: http://www.techsets.org/training/matrix.aspx

Moodle Course

management system

Open source learning platform for online

learning Moodle: https://moodle.org/

Aequitas Solutions (formerly Zangle)

Student Information System

Provider of Student Information Management

Systems Zangle: http://www.zangle.com/products.html

Accero (formerly CYBORG)

Business Information Management

Human Resources and Payroll Management

http://hrtechnologyvendornews.com/2009/04/13/accero‐formerly‐cyborg‐systems‐celebrates‐35th‐anniversary‐as‐leading‐hr‐and‐payroll‐solutions‐

provider%E2%80%A6from‐accero/

Public Education Information Management

System (PEIMS)

Information Management

System

Texas system for tracking student data

Texas Education Agency: http://www.tea.state.tx.us/index4.aspx?id=3012

Professional Development/Training

Digital Literacies 1 &

2

Professional Development

Online learning for IT professionals

TechSETS: http://www.techsets.org/Article.aspx?p=dl_mooc

TICAL “Quick Takes” Tutorials

Training Short presentations about IT tools/web

applciations TICAL: http://www.portical.org/Presentations/quick_takes/

MySkillSource Training Web‐based IT training for industry certifications

TechSETS: http://www.techsets.org/Article.aspx?p=selfpace_course

CoSN webinars


Webinar sessions on topics relevant to school

IT personnel CoSN: http://www.cosn.org/webinars‐all

Certified Education Technology Leader (CETL) Certification


Skills‐based certification for school IT leaders

CoSN: http://www.cosn.org/certification

Cisco Networking Academy

Training Courses prepare students

for networking certifications

Cisco: http://www.cisco.com/web/learning/netacad/index.html?academyID=6345

Microsoft Certification Program

Training Training and certification

for IT professionals Microsoft: http://www.microsoft.com/learning/en‐us/microsoft‐certified‐

professional.aspx



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Technology Services Offered by Educational Services Agencies...Database Administrator (MCDBA), Microsoft Certified Solutions Associate (MCSA), Microsoft Certified Technology Specialist