Smarter Support Partnerships
Reducing costs whilst increasing system reliability are the key drivers
for schools moving away from outdated support models to intelligent
outsourcing and co-sourcing.

Underpinned by the latest smart monitoring and remote maintenance
technologies, CSE gives schools access to unlimited technical expertise
and peace of mind.

BENEFITS OF INTELLIGENT SUPPORT

Reduce costs

With engineers remotely handling many IT support tasks – including routine activities and responsive support requests – the on-site support workload can be significantly reduced. This enables schools to either decrease their staffing overheads or re-deploy existing resource to more proactive activities.

Increase system reliability

IT systems are monitored 24/7 with up to 120,000 checks per device, per week, including endpoints. Issues and potential issues are automatically tasked to IT support engineers, allowing pre-emptive remedial action to be taken and disruptive failures avoided. Regular system reports keep managers informed on the status of the school’s systems.

Unlimited expertise

The increasing complexity of school technology means that it’s simply not possible for an in-house team to have the required knowledge and expertise in all areas. CSE provides a team of specialists in a range of fields – networking, software, security, safeguarding and more – to call on, so that issues can be quickly dealt with, no matter what arises.

Peace of mind

For on-site IT professionals there is the reassurance of having an extensive back-up team of CSE engineers to call on when needed. Managers have the peace of mind that comes with a closer support partnership as well as detailed system reporting and expert advice and guidance in the increasingly complex education technology sector.

OUTSOURCE OR CO-SOURCE?

All schools are different, which is why the Intelligent IT support model has been designed to be flexible – giving schools the ability to create either a co-source or outsource package.

All support agreements start with a discussion of the school’s needs, a bespoke solution is then built to meet the unique requirements and budget.

Outsource
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3-placeholder-school-logos School Name, Case Study
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Co-source
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3-placeholder-school-logos School Name, Case Study
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THE INTELLIGENT OUTSOURCING MODEL
Roll-over the diagram to learn more

BUILD THE SUPPORT PACKAGE FOR YOUR NEEDS

Proactive monitoring

One of the biggest challenges for an IT support team is spotting the “little problems” before they turn into bigger ones – noticing that a server is running out of disk space before users are unable to save their work (or the operating system crashes!), that anti-virus software is out of date before a system wide infection or that backups have failed for the last couple of nights – all can make the difference between a good day and a terrible one.

CSE Proactive Monitoring can take all of that off your shoulders, with a fully automated 24x7x365 monitoring solution on your server infrastructure. This “light touch” monitoring will keep a keen eye on all the critical systems, checking backups, disk space, Event Logs, key services and software, sending email alerts whenever anything isn’t healthy. Those emails can go wherever you need them to, whether that’s your own mailbox, directly to your internal Service Desk, an internal support team or a third party support partner.

The monitoring system is cloud based, so requires no local infrastructure and can be live on your network in less than an hour.

Our monitoring solution delivers “off the shelf” best-practice monitoring, covering the most critical components on your network. However, we know that sometimes there’s a service or software that you’re running that is not yet covered by our standard suite – maybe something that isn’t seen on many school networks. In instances like that, we can work with you to find the best way to ensure your application is running, accessible and healthy.

Monitoring the status of your servers is a great start to feeling more in control of your network, but to really have full oversight, you’ll want to see what’s happening on end user devices too – CSE Endpoint Monitoring can do this for you.

Endpoint Monitoring can reach all of your desktops and laptops as well as your servers, and start to monitor their health, and fitness on the network. This includes confirming that your anti-virus service is up to date and fully deployed, that Windows Update is keeping your devices operating system secure, and that logon and bootup times are in line with user expectations.

CSE Endpoint Monitoring can also keep your devices’ “core apps” (like browsers, plug ins, pdf readers etc.) up to date, or run disk de-fragmentation and clean-ups outside of working hours, reducing the number of end user support calls, and keeping devices as trouble-free as possible.

Alongside all of these automated tasks, regular reports will keep you briefed on the health of your network, including open monitoring alerts, changes in the configuration (including installed software), and the age, health and warranty status of your estate.

With this full site view of your servers and end user devices combined, you can start to make fact based decisions on the projects that need to be delivered to grow and improve your ICT provision, and ensure that tight budgets and resources are spent on the issues that can really make a difference to end users.

Remote maintenance

Proactive monitoring of your server estate, as described opposite, can make a significant difference to the reliability of your IT service by providing early warnings of impending problems, but it does not provide the maintenance service that may be required to address the issues raised. This might be handled by your own in-house technicians or by a third party support partner.

Adding maintenance to your Intelligent Proactive Monitoring service ensures that CSE’s skilled engineering staff will act on alerts from your system as soon as they arise. Using the remote support functions of the system we will log in to the affected part of your system and carry out the necessary maintenance or repair. Where a physical presence is required (e.g. to change a hard disc) an on-site technician will be actioned to carry out the task, whether they be your own staff or CSE’s.

Endpoint monitoring of your network, as described opposite, can make a significant difference to the reliability of your IT service by providing early warning of impending problems, but it does not provide the maintenance service that may be required to address the issues raised. This might be handled by your own in-house technicians or by CSE.

Adding Maintenance to your CSE Endpoint Monitoring service ensures that CSE’s skilled engineering staff will act on alerts from your system as soon as they arise. Using the remote support functions of the system we will log in to the affected part of your system and carry out the necessary maintenance or repair, often using pre-prepared scripts to automate the tasks. Where a physical presence is required (e.g. to change a hard disc) you can use your own resources or CSE can attend to resolve the situation.

Technical support

CSE’s Technical Support provides a critical service, helping schools to resolve IT issues quickly, minimising disruption. For some schools this means offering back-up as a point of escalation for your internal teams, giving them access to a bigger team with a broader knowledge base for technical issues. For other schools we can remotely manage the IT support role entirely with issues raised by end users coming directly to our teams to resolve. CSE provide a highly qualified, experienced support team, with a skillset that covers everything from Active Directory and Virtualisation to windows desktop and education apps (and all points in-between).

Calls raised to our teams (either on-line, by email or by phone) are subject to rigorous Service Level Agreements (SLAs), with monthly reporting, and a clear escalation chain at every point. All calls raised are logged and responded with a trackable call number. Calls can also be tracked on-line through our cloud based service desk system.

Service management

Service Manager is a comprehensive Cloud based system that supports all of the core ITIL management elements. It is specifically engineered to meet the needs of schools and the requirements of educational establishments.

At its core, Service Manager is a helpdesk product, allowing you to control support tickets and service level/response times based on workflow rules that you define. You can see where your resources are being over (or under) used, control changes to your network both technically and financially. Users interact directly with Service Manager via a web portal; or simply emailing a registered email address to automatically add a request to the system. Using email notifications as and when required; end users are always updated whenever an action has taken place in relation to their request. Service Manager’s ITIL principles are also appropriate for other school services such as finance, facilities and catering.

Most schools today will have some means of logging IT support calls, however, most schools are not receiving the value that they could from their logging system in terms of analysis, tracking and planning. The problem is that either the underlying system cannot handle the required functionality or staff do not have the time or experience to exploit it. CSE software and expertise can implement a system that will improve your IT processes and help IT to underpin all of your teaching and learning requirements.

Our Service Management service will configure Service Manager to your school’s exact needs, including configuring Service Level Agreements (SLA’s), escalation paths, alerts, notifications, change management procedures and much more.

Full time managed services

CSE can also take complete control of the IT support service for your school, providing complete peace-of-mind, exacting levels of service, and extensive expertise. This will usually involve providing all the IT support resources for the school (Network Manager, technician, etc.).

Using a combination of the services described above, along with full time on site resource, we will tailor a level of service to suit your exact requirements. Furthermore we will document a full set of Service Level Agreements (SLAs) that will allow you to see how well we are doing and measure our improvements to your system. Utilising the ITIL framework we will ensure that IT within the school is managed to the highest standards.

Because of the advanced remote monitoring and management functions described above, a Full Time Managed Service from CSE can often reduce the overall IT support costs for a school as well as providing an improved level of service. An important part of the service is to provide both tactical and strategic advice and to maintain an agreed IT development plan. CSE act as both a strategic and a day-to-day partner and not only remove the employment burden of the school as far as IT is concerned, but also play a vital role in school development planning.

Network health check, audit and review

School networks often grow organically over the years and it can be difficult to keep track of what and where everything is. A CSE Network Health Check and Audit will enable you to get to grips with your network, whether it is new to you, or just needs getting ‘back under control’.

The audit will automatically discover the devices running on your network, the software they’ve got installed, and the services that are running, all without disrupting day-to-day activities. Our technical team will review the results of the audit with you, immediately alerting you to any critical issues you may not be aware of, then documenting all other issues that the service highlights.

It is increasingly difficult to ensure that every service on every server or workstation is running smoothly on a network of a decent size. It’s also particularly hard to ensure that every critical alert in all of the device event logs are analysed to ensure there are no effects on that system, or even on the rest of the environment.

INCLUDE ADDITIONAL SERVICES

User provisioning

Hardware warranty
management

Asset
management

Professional service
days and scheduled maintenance

WATCH REMOTE MONITORING AND MAINTENANCE IN ACTION

“CSE have been supporting IT across the Trust for the past 6 years and during that time we have come to rely on their experience and expertise as we develop an ambitious IT strategy for all our stakeholders. CSE’s Service Manager and Asset Manager and the recently rolled out Proactive Monitoring and Management have all helped to ensure that day-to-day reliability and manageability have been maintained and enhanced.”Steve Groutage, Associate Principle - Estates and IT, Tudor Grange Academies Trust

CASE STUDIES

Surbiton
High School

St John’s
School

North Shore
Academy

Stanway
School