Running your IT services more efficiently with reliable, on-demand products will help you stay organized. Discover how an automated IT help desk solution can increase productivity, improve your customer service, enhance accountability, and help you justify staffing and budget needs through powerful data and reporting. View the on demand webcast at http://explore.schooldude.com/it-help-desk-recording.html

1. Finding Time Savings
and Efficiencies with an
Automated IT Help
Desk
A Best Practices Webcast for
the Education Technology Professional

2. Today’s Speakers
Matt Lightner – Applications Engineer, SchoolDude
Maddie Mansson – Market Manager, SchoolDude
Cooper Woodburn, Willis ISD, TX – Helpdesk/Desktop
Support Manager

3. Today’s Agenda
• Finding Time Savings with an Automated IT
Help Desk
• Best Practices with Cooper Woodburn, Willis
ISD, TX
• ITDirect overview
• Q&A

4. Who is SchoolDude?
• SchoolDude is the nation’s leading provider of
cloud applications designed specifically to help
schools, both K-12 and higher education, manage
technology, maintenance, and facility operations
• Our solutions are designed to help educational
institutions of all sizes save money, increase
efficiency, and improve services
• Currently, more than 6,000 institutions (5,000
public K-12 districts, including 1,200 IT clients)
are using our IT solutions

5. Stretched too thin
• More work to do with less staff
• More assets to manage
– BYOD and 1:1 computing
• Student to Technician ratio is increasing
– Increased 5% in K12 schools
• Aging equipment
– Little time for preventive maintenance

6. Something’s gotta give
Integrate technology into the classroom 70%
Implement new technology 72%
Plan for new technology 57%
Maintain IT applications 44%
Install IT applications 38%
Maintain network systems adequately 51%
Meet your department’s yearly objectives 57%
Effectively support the needs of the
66%
district/school
The backbone of your entire IT operations. If it is not
optimized and streamlined, how can the rest be?

7. IT Incident Management
The backbone of your entire IT operations. If it is not
optimized and streamlined, how can the rest be?

8. ITDirect can help you…
• Save approximately 30 minutes per incident.
• Reduce data entry.
• Improve customer service by automating requester
communication and feedback.
• Achieve effective resource scheduling.
• Justify staff, budget and resources.
• Enhance accountability: no more getting stopped in
the hallway for “just a quick look”.
• Reduce incident requests 20-30% through request
troubleshooting and knowledge base.

9. How much $$$ could you save?
• Average school processes about 1 incident request per
student annually
• ITDirect reduces time to complete each work order by
15-30 minutes
(# of students x 30 minutes) 4000x30 2000 hours
60 minutes 60 saved annually
Multiply annual hours saved by your hourly labor rate –
that’s how much $$$ you can save!

10. Best Practices with Willis ISD,
Texas
Speaker:
Cooper Woodburn – Help Desk/Desktop Support
Manager

11. Willis ISD, TX
• 6,500 Students
• 15 Buildings
• 850 District Staff
• 13 IT Team Members
– Tablet Roll-out
– MiFi Deployment

12. Challenges
• No system in place to manage staff and
workload
• Unable to prioritize IT requests
• In-house help desk a manual process and time
consuming
• Incident requests were printed out and
manually prioritized by one person
• Data and history stored offline
• No access to knowledge base

13. Selection Process for New IT Help
Desk—Requirements
• Web based system with easy access
• Easy to track status and history of incidents
• Ability to generate reports
• Seamless process for adding new users and
requestors
• Prioritization control

14. Why ITDirect?
• Met all criteria
– Web based
– Data stored online
– Easy implementation
“Anyone familiar with a full-featured IT help
desk will be able to learn ITDirect easily.”

15. Results of Implementing ITDirect
• Positive feedback from end users, IT Team, and
upper management
– Easy to use
– Easy to appreciate web based system—no more
papers to carry around
– Quick and accurate reports
• TIME SAVINGS! Work flow is automated, jobs are
prioritized, and communication is efficient
“Since implementing ITDirect 15
months ago, we have completed
almost 4,200 IT help requests.”

16. Report Card – Track, Measure, Justify
Track all
your
incident
requests
with easy
reporting

17. Report Card – Track, Measure, Justify

18. Report Card – Track, Measure, Justify
Take a look at
your IT help desk
status from Get a
bird’s eye view of
your help desk
activities—or drill
down to view by
IT Team Member

19. Executive Overview of SchoolDude’s
ITDirect IT Help Desk System
To request an ITDirect demo:
salesrequest@schooldude.com or
www.schooldude.com/attend-demo.php

22. More Insight
• The presentation and a recording of today’s
webcast
will be available at:
www.schooldude.com/resources
• Don’t miss these resources:
• Crete-Monee School District, IL (ITDirect Case
Study)
• Empowering the End User for Greater Control
(Help Desk webcast)

23. Contact
• Cooper Woodburn
Willis ISD, TX
Cwoodburn@willisisd.org
• Matt Lightner, Applications Engineer,
SchoolDude
mlightner@schooldude.com
1-877-868-3833
• Maddie Mansson, Marketing Manager,
SchoolDude Serving more than
maddie.mansson@schooldude.com 5,800 Educational
Organizations
1-877-868-3833
Request an ITDirect demo: salesrequest@schooldude.com or
www.schooldude.com/attend-demo.php