School board hires new IT firm
Somerset School District officials are optimistic their new partnership with RMM Solutions will make this year’s IT experience run more smoothly for students and staff.
At Monday night’s meeting the board unanimously voted to approve RMM Solutions of Wausau as the contracted IT manager service provider for the 2014-15 school year.
Government/education sales specialist Amy Arnold from RMM told board members she will serve as the school district’s advocate with RMM, which was set to begin IT work Tuesday, Aug. 19.
The work will begin with RMM engineers installing agents and firewalls on the district’s servers, which will allow engineers to actively monitor and remediate any problems that crop up before the end user knows there’s any issue, Arnold said.
Arnold spoke highly of RMM’s ticketing board program called Green Light IT, which is an automated system that allows any staff member to submit requests for IT help through email, a phone call or an agent icon on the computer.
Arnold said all the user has to do is enter a “ticket” explaining the issue, and then a tracking number is given to the user. The ticket goes to the district IT help desk first. The issue is then assigned to an IT staff person, hopefully remediated, notes are taken and the ticket is then closed out.
“This adds accountability to a department that doesn’t typically have accountability,” Arnold said. “If your IT can’t troubleshoot the problem, then it goes to the Wausau office’s ticket board.”
Arnold reassured board members that the ticket system is not meant to replace anyone, and “it’s not a Big Brother thing. It enlightens the administration on their IT staff’s skills sets.”
This enlightenment will show the district if the IT department needs specific training and development in certain issues.
“It’s a way to put numbers to what you think may be happening,” Arnold said. “I don’t like to work in reactive mode. I like to know things ahead of time.”
Arnold said she, the district IT department and one RMM engineer will meet monthly with district administrator Randy Rosburg to keep the district up to date on issues. The board also approved including four onsite days for RMM engineers per month who will assist IT with task lists.
“I deal with many area school districts,” Arnold said, whose territory covers most of northern Wisconsin from Highway 29 to Highway 51 near Wausau. “I am your advocate. I am available always. Use me as a resource.”