Tag: IT Support

IT Service: To help or to develop self-sufficient users?

One of the key roles of IT services or IT support teams is to resolve issues, to fix things.  But if this is the sum of expectations it represents a short-sighted view, as all you may get is repeated calls related to the same issue.   As such IT services teams also need to try and develop users such that they are more able to resolve their own issues, only needing to seek IT services help for specific technical issues.    So how do we navigate between these two options?

Statistics: Calls logged, resolved, time taken

We often need to identify methods by which we measure our efforts.   In schools, for our students, this is the exam system and terminal exams at the end of the year.   For IT teams one easy measure is to look at the number of issues reported, issues resolved and also the time elapsed.    These are easy pieces of information to gather using a help desk software solution.    The danger here is that what is easy to measure becomes what matters rather than us choosing to measure what matters.   As such the repeated call by the member of staff related to the same issue can be viewed positively as it will be simple to resolve and close the call quickly therefore reflecting positively on the statistics.   Is this use of IT staff time, repeatedly resolving the same issue for the same person, achieving value?

Learner Helplessness

Another issue with repeatedly and quickly fixing issues for staff is learned helplessness.    Although staff will be happy to quickly and easily have their issues resolved it equally doesn’t encourage them to be self-sufficient.   It in fact encourages them to call IT in future for all problems as this is likely to be easier and less effort than trying to find a solution for themselves.    When working with Primary School teachers, I remember some teachers approaching this issue with their students, by using “C3B4ME”.   What this basically means is that students shouldn’t approach the teacher for help unless they have tried 3 other sources such as books, their fellow students, the internet, relatives, etc first.    I have actually had this poster placed on our IT Services noticeboard at the entrance to our offices as I think it is as valid for staff and for senior school students as it is for primary school students.

Training

So, from the above it might seem clear that we need to seek to train staff to be self-sufficient.  If it was that simple we would all be doing it.   Sadly, the challenge here is often time and intrinsic motivation.   On the time front, staff in schools are already busy and there is a dearth of free time available to conduct training, therefore requiring something else to give, to free up time.  Also, where staff members approach IT teams with an issue they largely need this issue resolved immediately as it might be impacting the current class or a class due to be taken later in the day.   Linked to this, the motivation is about removing the issue to the teaching or admin task to be progressed;  There is little motivation at the point of contact with IT teams towards learning a bit more about IT or about developing additional technology skills. 

Maybe a future

I suspect part of the future may include the greater use of AI and chatbots.    More and more schools force staff to log their issues via an online reporting tool rather than supporting direct phone calls.  This makes sense due to the time taken for a phone call and the resultant resource usage where direct phone calls are supported.    Augmenting this with AI that can easily and directly inform users as to fixes for common issues or can direct them to user guides to assist, freeing up IT staff time to focus on those issues which aren’t as easy to fix.   This obviously relies on the accuracy of the AI to accurately interpret and categorise the user input.    A challenge that I believe will occur here is simply the lack of detail which sometimes is entered within support calls from users.   Am not sure we can do much about this, however a chat bot might simply deal with this by stating the need for further information.

Conclusion

If IT teams focus on fixing issues, staff skills will likely never improve and we will simply repeat the same guides and instructions as solutions to the same problems.  This doesn’t feel like a productive use of time.   Alternatively, we could try a focus fully on training with each call, however this is likely to result in user frustration and take too much time.    As with so many things, the issue likely lies between the two.  We should seek to fix issues as efficiently as possible while also seeking to inform and to educate.   We should also use the data we gather to identify the common issues and again seek ways to share and train users to resolve these issues for themselves.

I feel it is the role of IT Services teams both to help resolve issues but also to develop user self-sufficiency such that they can increasingly solve their own problems; a difficult balance to achieve.

Developing User Self Sufficiency

I have previously written in relation to the large number of support calls received by IT departments in schools especially towards the start of the new academic year.   A significant portion of these calls relate to users forgetting how to do something using technology, with a number of these relating to what I would consider simple issues.    Using Windows+P for example is a common solution to the common problem of computer displays not showing on classroom projectors, instead showing only on the desktop monitor.  But should IT teams still need to deal with such simplistic issues in a world where Google can quickly serve up the answers?

Self Sufficiency vs. ease

I suspect one of the challenges here is simply ease.   With a good IT support team, a simple issue can be quickly solved with an email or a phone call, with little effort on the part of the user.   This ease of solutions, with every occurrence, reinforces that this approach is the easiest, most convenient and therefore the correct and preferable approach (for the user at least!).

A preferable solution viewed either from the long-term point of view or from that of busy IT support teams, is that users be able to fend for themselves, that they are willing and able to make use of Google to find solutions to their own problems.   Again, if this was to become the common approach, it would eventually reinforce itself as the best approach.   In doing so users would become more self-sufficient and resilient to issues, while IT support teams would be freed up to deal with the issues which are more technical in nature or cannot be solved through a simple Google search.   This always reminds me of the teaching approach used in primary schools of “C3B4ME” or see 3 before me, which encourages students to ask friends, search the internet, read books, and generally consult 3 sources before approaching the teacher in relation to a problem or challenge.

Part of the challenge in the above may relate to the cognitively demanding nature of teaching.   A teacher is considering content knowledge, pedagogical knowledge, the individual traits, and behaviours of each of their students, assessment (formative and summative), timekeeping and many more things in a lesson, so if the cognitive load can be reduced a little by fielding IT issues to IT support, I can see why this may occur.

Usability

I also think it’s important to acknowledge how system and app usability has changed over the years.   When I first started using IT most products, including productivity software and even games, came with detailed instruction manuals.   Now I will admit to not reading these and instead jumping straight it, which is how I suspect most people would have operated, but when you hit issues you had something to refer to as this was therefore you first port of call.    These days more consideration has been given to usability making the learning curve for many apps shallower than it may have been in the past.  Detailed instruction manuals are no longer provided as solutions are more “usable”.  This seems like a good thing, so why do IT support teams still get so many calls?

The general perception of usability is correct in general terms, but when looking at specific solutions in schools it may not hold.   So, a user might have been able to work out TikTok and Facebook on their own with no help but when they hit the schools management information systems (MIS) they struggle.   The MIS is then saw as highly specialised, which to an extent it is, so this merits a call to IT support rather than a look at the help tools or a Google search.

What are IT Services for?

The other question I have in relation to this issue is, if users do become more self sufficient and solve more of their own problems, what does this mean IT Services teams will be doing?   As I mentioned earlier, I believe they would simply be freed up to focus on more technical issues which can’t be easily solved through the support of Google.   I also think the extra time available would also allow them to spend more time looking at how to better use technology, rather than simply repeating the same solutions to repeatedly occurring simple issues.

Conclusion

The challenge for IT teams of encouraging user self sufficiency while still being helpful and user focussed is an ongoing and long-term challenge.   Human habit, ease and user confidence are all wrapped up in this, making the challenge very much a human rather than technological challenge.   This is an important consideration and to me highlights the need to focus on a longer-term plan and the little day to day actions, including the potential to “nudge” behaviours towards the intended outcome of improving users technological self-sufficiency.  

Ultimately IT teams in schools want to see technology used to maximum impact.   I think developing user self-sufficiency in relation to technology, and likely user confidence as associated with self-sufficiency, will help us better achieve this.

IT Services and Admin

Sometimes the borders of responsibility to IT systems are a little blurred.   Take for example a complex HR and payroll system.   The IT team might know the technical requirements and how to get the software up and running.   They might know what integrations with other systems exist, including integration possibly with the schools Management Information System and with Active Directory for example.    But will they know how to solve a problem with an HR workflow which has been setup within the HR system?

This is where the lines blur.   As the HR and payroll system is an IT system, sometimes it is assumed that IT support teams will know the user interface and how it works.    Sadly, this is seldom the case and given the number of systems which a school might have, is it any wonder that IT teams can’t be expected to know how each system works and the user interface for each system.

Let’s just consider some of the systems a school might have:

Management Information, Payroll, Asset Management, Safeguarding, Trip Management, Room Booking, Parent Evening Booking, School Website, Parent payment gateway, Parent Communication Platform, Human Resources solution, Visitor Management, Cloud based productivity suite (e.g. Office 365), Timetabling solution….. and that doesn’t include the IT specific platforms and several other solutions which may be used in schools.

For me the key in deciding IT involvement relates to the need, or not, for domain specific knowledge.    The payroll systems for example will likely need some accounting and payroll understanding along with understanding of school payroll related processes.    It needs knowledge from the payroll domain, knowledge IT teams won’t necessarily have.   As such administration of this system should sit within Finance or Payroll, where the required domain knowledge exists.

Personally, I do however think there is a place for IT support teams to have some skill, experience and the ability to provide training in the schools’ core productivity solution, such as Office 365, including understanding how it can be used by teachers.  Productivity suites tend to be flexible for applications in different domains, however in their use within teaching and learning, this clearly would suggest need for knowledge from within the teaching domain.    For me though, as teaching and learning is the key aim of a school, there is therefore significant value in IT teams being able to support this aim.    

I think as we use more and more IT systems, the lines between what IT support or services teams can do in relation to IT systems and what they cannot continue to blur.   Also, as the IT systems we use in every day life become more and more user friendly I also think this increases the perception that trained IT staff can troubleshoot and support all IT systems, hiding the fact that role or process specific systems continue to be specialist and required specific domain knowledge.

If I was to sum up, lets use a medical analogy:  IT Support teams are like your GP.   We keep things generally running, are good for your general queries, but when it comes to brain surgery, or the payroll system, am not sure I would want them carrying out the operation. Equally am not sure a brain surgeon, or someone for payroll, would make a GP……. or an IT Technician.

IT Services: Week 1 of the new academic year

The first week of a new academic year is probably one of the busiest periods of the year for IT teams in schools and colleges across the UK and also the world.  Here we have seen a 10% increase in calls logged, when compared with last year and that excludes countless walk-ins and telephone calls where the resolution was quick and therefore never logged.   Comparing last week with the previous year average, last week is around twice the volume.    So why is it so busy?

Returning staff and students

The first week sees all your returning staff and students once again logging on and accessing school systems.   One of the challenges though is that it may have been 2 months ago or more that they last logged in.    This means there is always several forgotten passwords or queries about how to use a particular system or find a particular report.   For some reason printers and copiers in particular make frequent appearance on IT call logs at the start of term.

The need for Multi-Factor Authentication (MFA) also throws some challenges in here, where staff have bought new phones, and where their old phone was setup for MFA.    This then requires support is provided to setup MFA on their new device.

System Changes

Although teaching staff may be on holiday over summer, a lot of the IT upgrade work occurs during this period.   This means that teaching staff may come back to slightly changes in the IT setup and processes.    You can never underestimate the impact even the slightest change will have on some users.    As such, the likely system changes conducted during summer contribute to a busy first week as staff need to adjust and build new habits.

And it isnt only schools which make changes; Some EdTech vendors will also take the opportunity to upgrade or update their platforms.  Again, this will cause some users difficulties leading to a “quick” call to IT.   Occasionally this can cause big issues where changes don’t go according to a vendors plan, resulting in service disruption.    Sadly, this is largely out of IT Services control however that won’t stop users directing their frustrations and annoyance towards the IT team.

New students and staff

I have already mentioned the challenge of returning users having forgotten how things work or how to do things, but then there are the new staff and students for whom the school’s setup, systems and processes are totally new.    Despite whatever training or support they have been provided, they are likely to need support; During their opening weeks they will likely need to learn so many new things, from school processes, staff names, their way around site, etc, and as such it won’t all stick, and where its an IT issue that doesn’t stick, it’s a likely call to the IT services or support team.

Last Minutes changes

We always hope things have been planned in advance, but each new academic year brings with it plans or ideas which were only agreed or decided upon recently just before the year begins, thereby requiring last minute actions.    This is often very frustrating, as despite some of these ideas and initiatives having value, the worst time from an IT point of view to make changes or try to implement new things in a hurry is the start of the new academic year when you are already under pressure. 

Conclusion

The start of the new academic year is always going to be busy.   I am not sure there is much we can do about this as most of the factors listed above are unavoidable.    I think the best we can do is to look to those areas which are avoidable and seek to do just that and avoid them.   We also need to carefully find ways to mitigate issues through providing JIT (Just-In-Time) training resources and directing users to these.   If you can empower users to solve their own issues as much as possible IT teams can then focus on the issues which need their support and where users cannot resolve themselves. Developing ways that teaching and support staff can share ideas, difficulties, etc, among themselves can be an important solution here.   We have an EdTech Mutual support team for example where staff can share questions or issues, with other staff then able to provide the solutions, workarounds, etc.   I will note this is also a good resource for IT teams as it gives insight into the issues and on occasions gives us solutions which we hadnt considered.    The need for prioritisation is also important, to focus on the jobs which have the biggest impact.  This requires users be understanding to the limited resources IT teams, no matter how big they are, will have.    

In conclusion, if I was to end with just one message it would be, be kind and considerate to your IT services and support teams at the start of the new academic year.    This is a very very busy time for them, much as it is for most school or college staff, however they may have also been busy throughout the summer.  

Well done to the IT people in schools and colleges around the world;  By the time you read this most of you will have survived the first week (and maybe the second) of yet another academic year!   Keep up the great work!

IT Support Issues

At the front line in the classroom the concerns around technology use have focused on issues such as phone addiction, privacy settings, screen time and fake news to name but a few of the issues reported in the press in recent months.     I decided during my presentation at King Edward VI earlier this week to try and get some input on what the concern areas are for those behind the scenes, from the IT support or IT Services leaders of a number of schools.

As such the question I asked was “What is the worst thing that could go wrong?”

During my 2 sessions two very evident themes seemed to come out from the responses I received.

Only one response indicated that IT and Safeguarding was an issue.   I found the fact that only one person gave this response despite a keynote presentation specifically on online safety earlier in the day, to be a surprise.    I have to admit that in creating my presentation on IT support issues I omitted safeguarding however on reflection it should most definitely have been included.   I believe the issue here is that support staff spend most of their time with the systems including software and hardware, plus the users.   As a result, they focus on these areas as areas where things will go wrong.   This is due to these areas coming easily to mind whereas safeguarding doesn’t quite come so easily to mind.

Two responses referred to loss of staff skills and knowledge following staff leaving.   Personally I think this issue could be expected to arise in any domain, aside from education, where there is a technical skill requirement.    Losing staff and their skills, experience, knowledge, etc. is of concern.

A lack of documentation was raised by one person.     I think this relates partially to the above either in terms of a staff member leaving or to a staff member being ill or otherwise absent where their activities have not been documented such that others cannot pick up their tasks.

The first of the two main themes among responses relates to a disaster event such as a fire which impacted on all or key systems, or a technical failure of key systems.    These represent quite significant disaster events in that they would most likely impact on a number of school activities including access to files for teaching and learning, lesson registration, finance and payroll and general communications.     I believe these responses related to people imaging the perfect storm of a number of minor issues joining to become a major issue or a major event such as a site fire, etc.    It is no wonder given the complexity of systems that such an incident with such a wide impact is of concern and commonly was raised by those who provided responses.

The second of the two main themes related to data loss or data breach.   This doesn’t surprise me as schools and other UK organisations prepare for the introduction of the General Data Protection Regulations in May of next year.    The conference event itself included a session on data retention and destruction including a number of references to GDPR.      There has also be a large amount in the press as of late, on data breaches again helping to make such data loss or data breaches take centre stage in the minds of the attendees who responded during my sessions.

I would say the responses received were generally as I expected especially in relation to data.   With GDPR being implemented in May and so many data breaches reported in the press it is no surprise that this area is of concern.     A wide spread disaster is also a predictable concern as it involves considering the worst that could happen and this usually would involve multiple complex issues combining or a disaster event such as a fire.       The fact that safeguarding didn’t figure so highly however is a little of a surprise and maybe something we should consider carefully.    I suspect this is due to safeguarding not coming easily to mind.     As such we must make efforts to bring it to mind more often, to consider it more often as a concern for IT support as much as it is for teachers.    How can we make students safe without suffocating them in filters and blocks?    How can we support and guide then to make the correct choices?    How can we better educate them in relation to the technical issues especially around privacy, safety and security?

Above all staff, both IT Support and also teaching staff, should work in partnership to prepare our students to thrive in this ever technological world.

IT Support vs. IT Services?

I am currently working on changing the current departmental title where I work from IT Support to IT Services as I believe IT Services more accurately fits what I and the staff within the department do.

The main reason behind this change is that I see the staff within the department and the work that we do as integral to what happens within the school.   We provide data services to ensure teachers, school leaders and parents have timely access to information.    We provide the audio visual services used within the classroom everyday in checking, maintaining and replacing classroom data projectors, audio systems and associated computer hardware.    We provide the printing facilities across the school.    We provide and support the WIFI across the school as used by the staff and students which given all students and staff have a mobile device is quite a significant undertaking.

My belief is that the term “service” is more in line with what we do as opposed to “support”.    Now I recently read a post by Anthony DePrato which you can see here.     His post presents a slightly different standpoint in that he expresses a key preference for “support” over the term “service”.    The reasoning for this is explained to be the fact that teaching and learning are critically important and therefore the focus.    The IT facilities and staff are therefore there to help and to support this critical focus as opposed to being a service.   Mr. DePrato raises the concern of the potential reliance that may develop on IT as a service.

My viewpoint differs to that of Mr. DePrato on one key point.   For me teaching and learning is always the critical and key focus of all staff within a school independent of whether they directly teach students or not.   I recently commented when a colleague mentioned HR and Payroll, that they too need to focus on teaching and learning.   If teachers don’t feel supported as employees and adequately paid then their teaching and the learning experiences they provide will most likely be adversely affected.    So for the IT staff working within the school the key thing is to provide services which assist and enhance teaching and learning.

I use “services” as I feel this better describes how “we” as a whole are all “in it together”.    If the school management system doesn’t work then this will adversely impact on Teaching and Learning.   If the display equipment doesn’t work or a teacher cant access online educational resources they wish to use then this will adversely impact on Teaching and Learning.   Teaching and Learning depends both on the teaching in the class and on the IT service available although I will happily concede that the teaching side of things is more important as learning can occur with the technology.    That said I believe the best learning happens where we have the best IT services and the best teaching operating together.   As such teaching staff and IT staff must work together.  It is not about reliance but more about a coexistence and collaboration.   For me the easiest way for this to happen is to see IT as a service in much the same way as water, electricity and heat.   Teachers should expect the service to be there and to meet their needs.    IT staff should seek to ensure that the service is in place and that it continues to meet the evolving needs of teachers plus to resolve any faults or problems promptly where they arise.    IT services involve an ongoing discussion with the users of the service to ensure the service remains current and appropriate to the needs of teachers and their students.

As Mr. DePrato said, this is not Amazon, as Amazon are external and represent a bought in service.   This is more akin to the internal relationship with have with school leaders who we expect to work with teachers and to lead the school.    This is an internal relationship with clear expectations.   Given this I think “service” is more appropriate as a term as opposed to “support”.

In concluding I would suggest that the words don’t matter as much as the culture and climate they seek to promote.   Maybe both myself and Mr. DePrato seek to establish the same culture and climate within IT however due to differing styles approach the same issue with slightly different perceptions and slightly differing styles.

 

 Image courtesy of stockimages at FreeDigitalPhotos.net

An IT Balancing act.

Within the classroom, and especially within those BYOD classrooms or 1 to 1 classrooms where every student has a device, there are an ever growing number of software solutions and apps to help teachers redefine how they teach and how students learn.     The rate of growth and range of options available is huge with resources, tools and ideas available to suit all age ranges, all subject matters and all curricula.

This increase in teaching and learning options puts a demand on IT support and on a schools’ IT services to be flexible and dynamic enough to support these new options.   My belief has always been that the focus is on teaching and learning and therefore it is up to a schools’ IT services to find or develop solutions which provide for the needs of the students, teachers, parents and other stakeholders.   As such IT services should act as an enabler to allow stakeholders to use the resources which they need.

The issue here is that IT services have a number of constraints acting upon them that may run contrary to the needs of the users.   One such constraint is that of budget and especially total cost of ownership.   Users may want specific equipment to meet their specific needs however this usually costs significantly more than having standardised equipment across a school.   Standardised equipment is also easier and therefore cheaper to support.   Interoperability of systems is also an issue as end users may want specific software however this software may not work in conjunction with other software being used within the school.    Another constraint is that of legal requirements.   A school’s IT services has to be conscious of the Freedom of Information Act and Data Protection act among others.   If teachers are making use of a variety of different cloud based services such as Edmodo, ClassDojo or Google Classroom how can a schools IT services ensure that the information held on these sites is kept up to date plus how can the school ensure that they have up to date records as to what data is held on which sites plus who is responsible for this data and ensuring it remains up to date.

The key as far as I see it is balance as it is important for IT services to support the needs of those engaged in the critical job of teaching students.   That said, IT services has a responsibility to bring their skills and expertise to the table to ensure that solutions are in line with legal requirements plus are scaleable and sustainable for the longer period.

 

Image courtesy of Salvatore Vuono at FreeDigitalPhotos.net