ITDirect

Online IT Help Desk Management System

Brief ITDirect Logo

ITDirect is a powerful, online technology incident and help desk management tool that streamlines the entire technology workflow process, from incident request to resolution.

ITDirect improves productivity and efficiency and reduces incident requests by 20% through request troubleshooting and a self-help knowledge base.

With ITDirect's valuable tracking and reporting capabilities, institutions can make smarter, data-driven decisions related to IT support staffing levels and technology training needs -- it keeps requesters and technicians accountable for and informed about request status and helps IT teams get credit for all the work they do.

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"In 12 years of private and public IT management, purchasing the ITDirect module from SchoolDude is simply the best money I have ever spent!"

Bob Cireddu
Riverside Local School District
Painesville, Ohio
4,519 students

Value & Benefits

Value to Your Administration

  • Capture the total picture of district tech support services
  • Improve reporting to more accurately calculate budget and staffing needs
  • Increase productivity 20% (average $8-10 per student efficiency gain)
  • Save the IT staff approximately 30 minutes per incident
  • Understand the total cost of ownership for technology support services
  • Identify staff who could benefit from additional tech training (for better classroom use of technology)

Value to the IT Team

  • Save the IT staff approximately 30 minutes per incident
  • Improve productivity and efficiency by reducing data entry and phone calls
  • Improve customer service by automating communication and feedback with requesters
  • Reduce ticket turnaround time
  • Better resource scheduling: match technician expertise to problem types
  • Justify staff, budget and resources
  • Better accountability: no more getting stopped in the hallway for "just a quick look" at a problem
  • Reduce incident requests 20-30% through request troubleshooting and self-help knowledge base

Value to Your Staff & Faculty

  • Improved service, communication and feedback
  • Faster response to problems
  • Self-service capability, eliminate unnecessary tickets

Benefits

  • Increase productivity up to 20% (average $8-10 per student efficiency gain)
  • Resolve IT incidents much faster: save up to 30 min. on each incident
  • Keep technology up and running, helping students & staff
  • Accurately track and report on technology incidents
  • Identify technology "hot spots" that require attention
Features

Features & Functions

  • Manages requests related to computers, audio visual and telecommunications equipment
  • Requesters can submit incidents online and receive email updates as incidents are assigned and completed
  • Quick self-help questionnaires to enable requesters to troubleshoot common problems before submitting a ticket
  • Work queues with programmable logic for grouping requests by problem type and automatically routing and assigning incidents to individuals or teams
  • Allows technicians to receive and complete incidents online
  • Notifies technicians of new incidents via email (including email to text pagers, PDAs and cell phones)
  • Enables technicians to record notes, set reminders and email supervisors from an incident
  • Automatically generate reminders and escalate incidents on a schedule that you determine
  • Project templates for quick creation and assignment of incidents for recurring tasks
  • Records transactions for labor, purchases and contract services
  • Associates projects, budget codes, and assets with incidents
  • Tracks detailed outage and downtime information for incidents
  • Includes interactive calendar for resource scheduling – displays incidents by all employees, individuals or work teams
  • Tracks all email related to each incident, including system-generated notifications
  • Enables easy import of existing inventory of IT assets
  • Tracks detailed asset information including assignment, history, configuration, related incidents and default priority
  • Features quick search and detailed, advanced search capabilities
  • Allows files to be attached to incidents for quick reference
  • Includes online IT discussion board for peer problem solving and role-based public knowledge base for requester self-help

Enhanced Capabilities

  • Integrates with FSDirect facility scheduling system (sold separately) to enable requesters to submit technology requests for event setup
  • Integrates with MaintenanceDirect work order management system (sold separately) to provide "one stop shopping" for staff to submit either facility or IT work requests
  • Enables technicians to receive and complete incidents via a wireless/mobile device through integration with ITWireless (sold separately)
Success

Client Success

Medford School District 549C (Medford, Oregon)
"After implementing ITDirect, we were able to serve our clients in a more professional manner. ITDirect allows us to have much better communication with staff because it provides real-time status on all work being performed. Additionally, the technicians are able to keep track of their own incidents via a web page, which reduces the large volume of paper we used to go through."
-Jeffrey Bales
Medford School District 549C; 12,000 students

Franklin-McKinley School District (San Jose, California)
"An email system was difficult because there was no reporting function. We tried a ‘help desk solution,’ but our users kept telling us it was too complicated and detailed. We dropped the vendor after four months. We were so pleased that ITDirect was designed with IT in mind – it had everything we needed in there."
-Delma Juarez
Franklin-McKinley School District; 9,773 students

Riverside Local School District (Painesville, Ohio)
"In 12 years of private and public IT management, purchasing the ITDirect module from SchoolDude is simply the best money I have ever spent!"
-Bob Cireddu
Riverside Local School District; 4,519 students

East Georgia College (Swainsboro, Georgia)
"It was an easy choice to change to SchoolDude. The subscription included all the time and costs to keep ITDirect running, install upgrades, and keep the data backed up and secure. With an installed system, you end up spending more money and taking up more time for your already overworked staff who must maintain, update and monitor the system. SchoolDude’s solutions were easy to use, required no client-side installs and were interoperable - huge factors for the IT department."
-Mike Rountree
East Georgia College; 700 students

Screenshots

Product Screenshots

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Video
Demo

Experience SchoolDude with a live, no-pressure webinar demo!

A SchoolDude product engineer, not a sales person, will demonstrate all the features and capabilities of SchoolDude, right from the comfort of your own desk! All you'll need is a phone and a web browser. Just fill out the form below and we'll contact you with instructions to join the session you select, or arrange a more convenient time.

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