Monday Memo

12.14.15

One More Week

The 18th of December is our last working day for the month. The first 6 months of the 2016 Fiscal Year has flown by. I blinked, and it was gone! I appreciate you keeping your eyes on what matters....and that is students and teachers.

Shout Outs

Take a Bow; Long

Good afternoon. I wanted to thank the young man (Long Tran..I think) at the front desk for his patience and willingness to help with my computer. He easily identified the problem and solved it in a timely manner. Again, thank you.


De Anna Remy

Sequoyah Elementary

IT Services - Internet Outage

We had an intermittent Internet outage last Thursday. I appreciate both divisions working quickly to get it resolved, service restored, and communicating status updates with our stakeholders.

Enterprise/PMO - Infinite Campus

Thanks to Enterprise Services and Project Management Office for hosting Infinite Campus last Thursday. Yes, we are overwhelmed. Yes, there is much we don't understand. Yes, we are solidly on track. Yes, we will be successful.

Events

TPR Discussion

Monday, Dec. 14th, 12pm

1134 Northwest 8th Street

Oklahoma City, OK

The TPR process has evolved since inception. Currently, it's well-oiled and provides end users EXACTLY where it is in process and well as providing a central point of service and documentation. The org structure change is a perfect opportunity to gather stakeholders and to further refine the process.

BOE

Monday, Dec. 14th, 5:30pm

900 North Klein Avenue

Oklahoma City, OK

For some reason, the Presidio item for the next round of gyms didn't make the Board agenda for consent, as it was on the Information Agenda last month.

Core Network Assessment

Tuesday, Dec. 15th, 11am

1134 Northwest 8th Street

Oklahoma City, OK

The Office of Management and Enterprise Services (OMES) will be here on Tuesday to establish scope for an in-depth network assessment of the core, and 3 schools. The result will hopefully give us ammunition to use for an upcoming bond issue, as infrastructure is vital to the goals of the Great Commitment.

Infinite Campus - Online Registration Demo

Tuesday, Dec. 15th, 1pm

This is an online event.

We've purchased the Online Registration module from Infinite Campus. Those interested in seeing a demo, we'll host it in the IT Conference Room.

Monthly IT Conference Call with Tulsa Public Schools

Friday, Dec. 18th, 1pm

This is an online event.

A topic for discussion with our sister district is Disaster Recovery. We had 1 catastrophic power failure over Thanksgiving weekend and an intermittent Internet outage last week. Like us, they do not have a formalized process. It is both our charge to formalize and document the process so that expectations and service levels are clear.


If you want an item discussed or learn how TPS does something, let me know.

Process

Service Desk - Single Point of Contact

ITIL best practice dictates that the Service Desk/Help Desk is THE single point of contact to report incidents.


"The role of the Service Desk is very important during the Service Operation phase of the Service Lifecycle. They are the first point of contact for the user when reporting an Incident. They also keep track of the status of the Incident and also keep the customer informed with any progress. The Service Desk ensures that a satisfactory resolution is reached and operations have returned to normal levels."


http://www.myitstudy.com/blog/2013/08/importance-of-itil-service-desk/


I'm guilty of fielding texts, phone calls, and emails from users and then bypassing the service desk. I'm getting better at redirecting them......yes, it's hard for my customer-service focused personality. Granted, there will a few higher in the food chain that will be afforded exceptions.


For perceived global network emergencies, Network Services has been tasked with creating a series of questions/flowcharts for the Service Desk in order that Network Services receive all the information necessary to research and achieve resolution to normal operations and service levels. More to come on this later.

Closing

Even though it's the last week of school, you can see that we don't slow down. We are always leading and looking forward. No rest for the weary.....we keep persevering no matter how tired or overworked we are.....until the 19th :) Then we can recharge for a couple of weeks.