It’s time for schools to revisit Modern Support

Modern Desktop, Modern Management, Modern Workplace – all terms that have gathered pace over the past year. With rapid changes in how we work, engage and collaborate, they attempt to capture the potential of how technology is offering new ways of driving productivity and business value.

Given I am a technologist focused on the Education sector, I’m excited about how some of these concepts and new technologies can make a real difference in how we can use tech to support 21st Century learning. For example, I think the promise of Modern Management has enormous potential to bridge the digital divide between the “haves” and the “have nots”. Being able to seamlessly and cost effectively deliver applications, security and management as part of a BYOD program, will give students a consistent experience no matter what device they bring to school.

I still have strong views on BYOD and the associated equity issues, but that is for another post. With Modern Management, however, we are heading in the right direction.

What about Modern Support?

It is probably not something you have read about, but Microsoft are leading the way here as well. Although, they haven’t made a lot of noise about it. The Microsoft Surface (modern) support model may be something you need to take another look at. It is a departure from the traditional “Break-Fix” model that we have been supporting for 20+ years, but it’s not a consumer model. I believe it has been a deliberate strategy, to change the game on device support from consumer to enterprise, and although the early days were rocky, they are close to getting it right.

Now, the days of sending a tech onsite to repair a product with little or no mechanical or moving parts are numbered. Add cloud and Modern Management to the mix and it just doesn’t make a lot of sense. Enterprise will take some time to adjust, but this is becoming an easy decision for schools. And it’s a far cry from the consumer warranty chaos of the average BYOD program.

What if you could keep devices in the hands of users, and provide a seamless, one touch support experience when they encounter an issue?

Here is an example of emerging best practice:

A large Independent School with 1000+ Surface Devices. All with accidental damage protection and advance exchange warranty.

1. Student approaches Service Desk
2. Problem identified and student offered exchange device from exchange pool
3. Student logs on, and with no user interaction:
   a. Device syncs user data from OneDrive
   b. Core user applications stream to the device immediately
   c. Other applications stream to device regardless of location
4. IT Team log call on Data^#3 Portal and register exchange device
5. Extended warranty is transferred from faulty device to exchange device
6. Call is logged on Microsoft and replacement device is shipped to School
7. School receives exchange device and places in exchange pool
8. Faulty device picked up
9. School’s IT team have full visibility of all current calls, assets and status of their exchange pool

That’s it. Single touch, productive user, modern device support.

Ready to move to Modern Support?

Data^#3 has 25 years’ experience in the education sector, helping schools and tertiary institutions gain the most from technology. Contact an Education Specialist at Data^#3 to learn more or request a demonstration.