Customer Care Center

Posted by Richard Kurtz, Analyst, Customer Care Center and Jennifer Miller July 29, 2016

The Final Countdown

The last week of summer found our Technicians in full swing converting devices. The last of the take home

administrator devices were brought to the Customer Care Center throughout the week. Susan Elias has had a

nonstop week as customers scurry to get their devices in by the deadline. Jair Garza and Bob Rader came

through like champs converting the tablets that were brought in to the Customer Care Center. Next week

everyone will be on LAN.

Susan Elias supporting the front lines of

the Customer Care Center.

Jair Garza and Bob Rader working

behind the scenes.

Customer Care Center

Posted by Richard Kurtz, Analyst, Customer Care Center and Jennifer Miller July 29, 2016

Brace yourselves, School is Soon to Start!

Next week the campus Technology Service Technicians return and will be hitting the ground running. There will

be training provided throughout the week for the new LANDesk and Printer Logic software the district has

implemented over the summer break. You can see Ingrid Morassani and Michael Mattingly getting ready to go

for the new year.Monday Tuesday Wednesday

Time Class Course Course CourseElementary Technicians

8:00 GE 1871 Using LANDESK – Certification Level 1 2728

9:00 GE 1441 Using Printer Logic 2735

Secondary Technicians

8:00 GE 1871 LANDESK – Certification Level 1 2729 2730

9:00 GE 1441 Using Printer Logic 2736 2737

10:00 GE 1441 Using Print Logic 2738 2739 2740

11:00 GE 1871 Using LANDESK – Certification Level 1 2731 2732 2733

Customer Care Center

Posted by Jennifer Miller, Technology Support Services and Performance Excellence Director July 29, 2016

Service Request Resolution Distribution

Week

Customer Care Center

Posted by Richard Kurtz, Analyst, Customer Care Center July 22, 2016

Weekly Words of Wisdom

Posted by

Technology Services Daily Status for

Monday, July 25, 2016

Customer Care Center, Performance Excellence

Jennifer Miller, Director, Technology Support Services/Performance Excellence July 25, 2016

Technology Services teams continue to address the needs of our customers. Our Overdue Service Requests by

team and service level expectations are shown in the following.

CFISD Technology Service Level Agreement Service Request Tier Delineation Status

Service Request

Performance Analysis

Customer Care Center

Posted by Janette Martinez, Customer Care Center and Network Infrastructure Support

Network Availability Status at 7:00 a.m. on July 25, 2016

for Core Network and Telecommunications Services

for Mission Critical Systems

Achieve network availability of 98% for core network and telecommunications services for mission critical systems.

July 25, 2016

ECN is addressing issues at Rennell

Elementary School.

Contact has been made with our district support staff and Harris

County to resolve a Moodle issue.

Core Network and Telecommunication

Services for Mission Critical

Systems Are Up!

Posted by

Technology Services Daily Status for

Tuesday, July 26, 2016

Customer Care Center, Performance Excellence

Jennifer Miller, Director, Technology Support Services/Performance Excellence July 26, 2016

Technology Services teams continue to address the needs of our customers. Our Overdue Service Requests by

team and service level expectations are shown in the following.

CFISD Technology Service Level Agreement Service Request Tier Delineation Status

Service Request

Performance Analysis

Customer Care Center

Posted by Janette Martinez, Customer Care Center and Network Infrastructure Support

Network Availability Status at 7:00 a.m. on July 26, 2016

for Core Network and Telecommunications Services

for Mission Critical Systems

Achieve network availability of 98% for core network and telecommunications services for mission critical systems.

July 26, 2016

Core Network and

Telecommunicat

ion Services

for Mission Critical

Systems Are Up!

ECN is addressing network

connectivity issues at Pope

Elementary School.

Posted by

Technology Services Daily Status for

Wednesday, July 27, 2016

Customer Care Center, Performance Excellence

Jennifer Miller, Director, Technology Support Services/Performance Excellence July 27, 2016

Technology Services teams continue to address the needs of our customers. Our Overdue Service Requests by

team and service level expectations are shown in the following.

CFISD Technology Service Level Agreement Service Request Tier Delineation Status

Service Request

Performance Analysis

52%48%

148 Overdue

138 Within Target Resolution TimePercentage of

All

Percentage of

Overdue Tier 2 Tier 3 Tier 4

Service Center Technicians 14% 28% 7 2 32

Enterprise Communications Networks 13% 26% 18 9 11

Customer Care Center 11% 21% 20 7 4

Middle School Technicians 4% 8% 3 9

High School Technicians 3% 6% 7 2

Device Imaging and Integration 2% 5% 3 4

Network Management Operations 2% 4% 3 2 1

Prime Vendor Team 1% 1% 2

Acquisitions, Assets, and Sustainability 0% 1% 1

Information Services and Applications 0% 1% 1

Special Education Team 0% 0%

1-1 Emergency Service Request 0% 0%

1-2 High/Testing Service Request 1% 2% 2 1

1-3 Instructional Service Request 15% 29% 10 4 29

1-4 Administrative Service Request 33% 63% 49 8 36

2-3 Instructional Security Access 0% 0%

2-4 Administrative Security Access 0% 0%

3-3 Instructional Acquisition 0% 0%

3-4 Administrative Acquisition 3% 6% 2 7

Team

Ass

ign

me

nt

SLA

Agr

ee

me

nt

Today's Overdue Service Request Breakdown

Service Request Distribution Overdue Criticality

Customer Care Center

Posted by Janette Martinez, Customer Care Center and Network Infrastructure Support

Network Availability Status at 7:00 a.m. on July 27, 2016

for Core Network and Telecommunications Services

for Mission Critical Systems

Achieve network availability of 98% for core network and telecommunications services for mission critical systems.

July 27, 2016

ECN is addressing issues at Rennell

Elementary School.

Contact has been made with our district support staff and Harris

County to resolve a Moodle issue.

Core Network and Telecommunication

Services for Mission Critical

Systems Are Up!

Posted by

Technology Services Daily Status for

Thursday, July 28, 2016

Customer Care Center, Performance Excellence

Jennifer Miller, Director, Technology Support Services/Performance Excellence July 28, 2016

Technology Services teams continue to address the needs of our customers. Our Overdue Service Requests by

team and service level expectations are shown in the following.

CFISD Technology Service Level Agreement Service Request Tier Delineation Status

Service Request

Performance Analysis

Customer Care Center

Posted by Janette Martinez, Customer Care Center and Network Infrastructure Support

Network Availability Status at 7:00 a.m. on July 28, 2016

for Core Network and Telecommunications Services

for Mission Critical Systems

Achieve network availability of 98% for core network and telecommunications services for mission critical systems.

July 28, 2016

ECN is addressing issues at Rennell

Elementary School.

Contact has been made with our district support staff and Harris

County to resolve a Moodle issue.

Core Network and Telecommunication

Services for Mission Critical

Systems Are Up!