HOW WE SUPPORT IT MANAGERS

Maximise your IT budget and reduce system inefficiencies with supportive services and forensic-level insights

NO TWO SCHOOLS ARE THE SAME

No one understands your school’s unique IT challenges better than you. Whether you’re from a school, college or academic trust, we want to support you by assisting with clear and credible expertise to help solve your biggest IT challenges.

Our off-the-shelf software solutions, bespoke managed services and team of on-hand experts offer you technological insight and practical support so that you can improve your school’s entire IT ecosystem. From monitoring the school network using powerful data analytics, to streamlining administrative tasks through advanced auto-provisioning, service management, asset management, and much more – CSE will help you to deliver even greater IT investment and meet the demands of today’s education landscape.

HOW WE HELP

We provide industry-leading software and services, and back-up expertise to help you deliver intelligent IT support in your school. You choose the level of support you need – whether that’s one of our Software solutions or a bespoke Managed Service.

CSE Service manager

CSE Service Manager is an integrated school asset management, help desk, support management and remote monitoring software tool. It will help you manage and report on service functions, hardware performance and reliability, fixed asset registers, software assets, consumables, etc, and the costs associated with them. We can automatically register and audit your IT assets and software licenses, making it easy to manage the process regularly and routinely. We can also monitor all the devices on the network for events, alerts and status.

Service Manager is entirely cloud-based meaning the range of facilities can be available to you whether you are accessing them from within the school or remotely. And, because it is web based, it is available on any device that supports a web browser.

Where a multi-site asset register and/or service desk is required, CSE can provide a solution for either delegated or centralised control, perfect for academy trusts with multiple institutions to manage.

Service Manager’s sophisticated call logging functionality accepts tickets directly via a web portal, from incoming email and through alerts generated by Remote Agents. Once entered into the database, calls are automatically categorised, prioritised and routed to an appropriate responder. The distributed nature of the service means that the responder can be a local technician, an off-site resource or CSE’s own support service.

All tickets in the system are subject to a variety of timers that measure performance against predefined Service Level Agreements (SLAs), Key Performance Indicators (KPIs) and escalation rules. They control how calls progress through the system, triggering alerts, reassigning calls to other responders, and keeping users informed.

Administrators and senior leaders can keep an eye on Service Manager performance using a highly flexible dashboard system. It can be configured to provide real-time displays of any of the data contained within the database, for example, calls open, calls closed per responder, calls by category, etc. Technicians can also tailor their display data so that it is specifically relevant to them, calls assigned, calls by category, call ages, etc.
A full range of reports are available to enable the system to be fully accountable to senior management. Because absolutely everything is recorded in the database (and cannot be altered) a full audit of all events on the network is permanently available. Report books allow administrators to join and link together multiple individual reports and present them as a single entity that can be automatically emailed directly to named individuals to a set schedule (weekly/monthly etc.).

Service Manager provides sophisticated management of incoming email to further automate ticket handling. Incoming email rules can search for keywords in the subject or message fields and then process the call more accurately before entering it on to the system. It also allows for more complex rule expressions by being able to join multiple rule statements with and/or expression operators.

The system also supports ‘email conversations’. Service Manager uses conversation identifiers to link related emails to support tickets automatically, much like Microsoft Outlook does when it groups emails together in a conversation chain.

Service Manager supports multiple incoming email accounts, allowing different email addresses to be published across the school/trust to enable the system to easily support multiple functions. For example itservice@ and facilities@ directing the work flow to the appropriate internal support provider.

The asset management features of Service Manager will automatically discover and create a register of connected Windows-based devices, recording where they are, what they are connected to, the make and model, and even the serial number and warranty status. It can also detect the software installed on devices and check for license compliance.

The system will discover and record hardware and software configurations including specifications, model numbers and serial numbers of components – particularly useful when sorting out warranty issues for rack mounted servers, etc, and update it daily.

For non-Windows devices on the network, the system can also scan devices like printers, switches, IP phones, etc, where client software is not supported, and provide the same information as for Windows devices.

CSE Service Manager provides a Service Desk function that is extremely powerful in its own right, but also integrates seamlessly with your asset register. Assets in the register and their configurations are immediately visible to call raisers and responders, and assets with calls outstanding are flagged to users. A comprehensive automated email and timer facilities ensure that call progress and escalations are notified in a timely manner.

With Service Manager you can calculate the true costs of your support service and analyse the data to identify if you need more (or less) resource. The powerful and configurable reporting and analysis tools also allow you to simply and accurately understand the whole-life costs of assets.

As part of the automated asset discovery process, Service Manager also checks the status of all devices and raises alerts and Service Manager tickets in response to anything that is a cause for concern, e.g. anti-virus status, Windows updates, failed back-ups, etc. This is an automated part of the daily asset check.

In addition to these daily checks, the Remote Agent part of Service Manager will also respond instantly to alerts raised by the network itself, e.g. stopped processes, high processor loads, over capacity hard disks, etc. These will also raise alerts and generate Service Manager tickets automatically.

Knowing what is installed on every device and how many licenses are available allows the system to inform you when you are running out of licenses or when you are paying for more licenses than you need. In addition, by detecting which software applications are used, and how often, it can allow you to eliminate under-used or redundant application licenses.

By knowing the purchase date of assets, Service Manager can track warranty renewal dates and alert in plenty of time. In many cases, this information can be picked up from the manufacturer’s website and populate our database automatically. This facility is also useful for tracking regular maintenance, license renewals and regulatory inspections.

Service Manager has powerful financial control features with three methods of calculating depreciation: Customised ‘Replacement due’ alerts to allow planned and predictable re-investment; identification of problem devices or types of device; and power consumption calculation to address electricity costs.

Because the IT assets are automatically checked on a daily basis, auditing is also happening daily, with comprehensive period end reports available automatically. Combined with the depreciation calculation, this allows an instant and up-to-date valuation for insurance and regulatory compliance. It will even manage the stock control and costs of consumables such as printer cartridges.

NOT JUST FOR THE IT DEPARTMENT...

And finally, it is important to remember that Service Manager is not just for IT.

The service desk elements can be used for any department that requires a managed ‘request and response’ type of system. Facilities management, catering, graphic design and many other departments are all using Service Manager in CSE customer schools. 

The asset register is extremely flexible and allows any type of asset to be described. From a van to a boiler, from a fridge to a lathe, all can be managed and reported on through Service Manager, with all the same sophisticated tracking and auditing.

MAGELLAN

Simplifying access to learning. Any device. Any application. Any time. Anywhere.

Magellan is a cloud-based portal for schools, designed to improve user engagement,
user access and user management. The admin console seamlessly links with your MIS, Active Directory and Office 365 automating the management of users.

The end user portal allows network administrators and educators to tailor specific interfaces for all their users that provide them with all the resources they need (web apps, web sites, local and cloud resources, local apps, etc) on any device – in school or at home – in fact, anywhere at all.

By integrating online and local infrastructure seamlessly, Magellan enables you to adopt a hybrid cloud model and manage a controlled move to the cloud. Magellan provides true single-sign-on (SSO) to every learning app your school uses with teacher and student dashboards having a single point of access, no matter where the resource resides. This will save valuable time by eradicating login issues and the need for password retrieval/resets.

Magellen provides advanced Auto-provisioning that will also significantly reduce your administration workload, eliminate errors, and enhance your IT security, providing a vital synchronisation between the MIS and other systems.

MAGELLAN: USER MANAGEMENT

Automate user account creation

  • Save time and reduce costs with automated user provisioning. Magellan automates the creation of user accounts by utilising data from your MIS, it can even set-up user accounts for online apps and resources including Office 365.
 

Easily manage users

  • Magellan syncs data from your MIS every night, capturing any changes that have been made. 
  • Create new users, as well as remove and modify existing accounts, for example, a name change. 

Integrate with your MIS such as SIMS

  • Allows students to access their individual timetable/apps on their own desktop. 
  • Allows administrators to create user accounts and set up associated apps and resources through an automated process, which saves many hours of work.

MAGELLAN: IDENTITY MANAGER FEATURES

  • Provides true single-sign-on to any application
  • Authenticates users with its own database or with the Active Directory (AD)
  • Federates with Microsoft Office 365 allowing single‑sign‑on
  • Supports the following single-sign-on standards:
    • Forms authentication
    • Federation (SAML and WS Federation)
    • NTLM and Basic
    • Oauth / OpenID
  • Additional authentication mechanisms available
    • SMS
    • Email
    • User defined security question
  • Central repository of SSOs for commonly used apps (200+)
  • Free creation of new SSOs as required
  • Password reset options via:
    • SMS
    • Email
    • User defined security question
  • Strong encryption (so that even CSE cannot read user passwords)
  • Customisable log-in page
  • Single-sign-on to CSE Magellan from authenticated domain users
  • Single-sign-on to CSE Magellan from Chromebooks
  • Multi-site support, including multi forest / domain instances
  • No external ports require opening on local network

MAGELLAN: AUTO PROVISIONING FEATURES

  • Auto-provisioning and management of user accounts from your school’s MIS into:
    • Active Directory
    • Office 365
    • SQL databases
    • CSE Magellan Portal
  • Auto-provisioning and management of user accounts from Active Directory or SQL database into:
    • Office 365
    • SQL databases
    • CSE Magellan Portal
  • Auto-provisioning and management of user groups for:
    • Office 365
    • Active Directory
    • Email distribution groups
  • Generate and share home directory folders with correct permissions
  • Assigning Office 365 licenses
  • Collate attendance and timetable data
  • Populating Calendar from MIS data
  • Management of MS Classroom OneNote from MIS class data
  • Creation and management of Sharepoint sites
  • Emailed reports of auto-provisioning activity
  • Support for custom Powershell scripts

MAGELLAN: USER PORTAL FEATURES

  • Cloud-based graphical interface to allow users simple access to resources
  • Personalised online interface for each user, class or group
  • Complete device independence
  • File/folder remote access to Active Directory network shares
  • Live editing of network share documents
  • Remote desktop gateway to Windows applications
  • Active HTML tiles that include:
    • Web content
    • Office 365 / Google
    • Remote desktop apps
    • RSS Feeds
    • Twitter feeds
    • YouTube videos and playlists
    • External / internal webpages and content
    • MIS data (e.g. student timetable and attendance tiles)

MANAGED SERVICES AND EXPERTISE

Supporting School IT Managers for over 20 Years

You can choose exactly how much help you want from CSE. CSE Managed Services means you get direct access to our extensive back-up team of CSE engineers to call on when needed. Our in-house technical team consist of HP, Microsoft and Citrix accredited engineers who have decades of cumulative experience specifically in educational ICT. You get total 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.

We’ll help you audit, consult, procure, supply, install and support any ICT system, while reducing on-site routine and responsive workload so you can focus on more proactive activities. Remote monitoring transforms the level of understanding that you have of what is going on in your network. Our intelligent Asset Management Service also helps you manage your school’s asset register to improve compliance, control and cost-savings without the usual overhead.

Testimonials

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