Las Virgenes Unified:

longtermsingularInternet and Web Development

Dec 4, 2013 (4 years and 28 days ago)

118 views


K
-
12


4 Cities: Agoura Hills, Calabasas, Hidden Hills, & Westlake Village


18 Sites


11,000 ADA


650 Teachers


Educational Technology Staff


1 CITO


1 Network administrator


1 Network Tech


1 Phone Tech


3 Media Specialists


5 School Site Technicians


1 Data Analysis


1 Secretary


Las
Virgenes

Unified:

District Demographics

What is
WebHelpDesk
?

Las Virgenes Unified | P.Scrivano | B.Starr
| http://www.lvusd.org

2


Automated Work Order System


Customized technician queue


Tech FAQ


Tech notes


Priority


Reassignments


Tracking


Keeps all customers informed via
email


Instant customer
f
eedback via surveys


Automated reports for sites &
administration


Asset tracking


Integration with 3
rd

party
c
omputer
s
olutions


Customer FAQ



Communication


Initiative for better accountability


Requested by


Teachers’ Union


Administration


Access to all customers to track individualized
work orders


Web portal & email


Ability to “CC” work orders


Data
-
driven decision making


Track Assets throughout the district


Identify units to decommission/replace


Identify technology abusers


Centralized database


Warranty


Serial numbers


Track and identify user’s assets


?Versatility of technology integration


Service needs


Authentication: LDAP & Active Directory


Web
-
based access (mobile & desktop)


Database versatility


Server versatility

Las
Virgenes

Unified |
P.Scrivano

|
B.Starr

| http://
www.lvusd.org

3

Why Did
W
e
S
elect It?

WebHelpDesk

Lite


Did not meet our needs


WebHelpDesk

Pro


Per tech
s
eat (initial)


$550.00 x 50 techs = $27,500


Annual
m
aintenance


$110.00 x 50 = $5,500


No cost for additional clients
(only for techs)


Las Virgenes Unified | P.Scrivano | B.Starr
| http://www.lvusd.org

4

All WebHelpDesk Versions:


Incident Management


Communication and
correspondence


Help Desk Managemnt


Account Management (LDAP / AD)


Service Level Agreement


FAQs

Only WebHelpDesk Pro


Asset Mangement


Approval Work Flow


Task Management


Survey mangement


Billing and Parts magement


Comparison Site:
http://www.webhelpdesk.com/featu
re
-
detailed
-
checklist.html

What
i
s the
C
ost?


Software


http://downloads.webhelpdesk.com


Our Servers


WebHelpDesk


Current


Macintosh Xserve

»
OS: 10.6.8 Server

»
RAM: 6GB

»
2x 2GHz Dual
-
Core Intel Xeon

»
Database: Front base (Local)


Version: 10.1.7.1


Future


Dell M610


Blade

»
OS: Ubuntu Server LTS

»
RAM: 6GB+

»
Database: SQL 2008 (external to WHD)


Version: 10.2+


Authentication


Current


Macintosh Xserve


Central Authentication for District


Future


Dell M610


Blade

»
Windows Active Directory

Las
Virgenes

Unified |
P.Scrivano

|
B.Starr

| http://
www.lvusd.org

5

Conception to Implementation

Server (Part 1 / 2)

Goal: Automatic Work
-
flow


Trials & Tribulations


Attempted to setup via approvals


Used Admin, Tech Admins, and Office Managers to approve


Limitations for on
-
site staff


Central approvals


Created a strain on internal tech staff


Sites contacted via phone for approval


Automatic workflow


Approvals only for monetary needs


All other tickets go directly to tech

Las Virgenes Unified | P.Scrivano | B.Starr
| http://www.lvusd.org

6

Conception to Implementation

Technicians & Locations (Part 2/2)

Reporting:


Fully Customizable

Las Virgenes Unified | P.Scrivano | B.Starr
| http://www.lvusd.org

7

Report Snippet

Las Virgenes Unified | P.Scrivano | B.Starr
| http://www.lvusd.org

8

Admin Console




LVUSD Live Link:


http://whd.lvusd.org



WHD Live Link:


http://demo.webhelpdesk.com


Las Virgenes Unified | P.Scrivano | B.Starr
| http://www.lvusd.org

9

User Console




LVUSD Live Link:


http://whd.lvusd.org



WHD Live Link:


http://demo.webhelpdesk.com


Las Virgenes Unified | P.Scrivano | B.Starr
| http://www.lvusd.org

10

Las Virgenes Unified | P.Scrivano | B.Starr
| http://www.lvusd.org

11

Email Notifications



Q and A


Las Virgenes Unified | P.Scrivano | B.Starr
| http://www.lvusd.org

12

Competitors:



School
Dude


Modular design


Do not have the need for all packages


Joomla


Form based submission


Email tickets


Did not provide assets


Did not provide tracking


Limited expandability


Joomla

Web Hosting provider


Spiceworks


Wanted a Linux
-
based system


Did not have direct mobile support at the time


Wanted a specific solution, not a suite of tools


Concerned with development


Other Vendors


Centralized over Active Directory


Required integration with 3
rd

party solutions


Needed to integrate with Maintenance department
& Tech Department


Las Virgenes Unified | P.Scrivano | B.Starr
| http://www.lvusd.org

13