SWOT Analysis Template for Technology Support Project

What is the current reality in our school? How do we proceed from here?
Technology Vision and/or Goals
A variety of technologies are used daily by teachers and students to support teaching &
learning. Teachers use disaggregated data and resources produced by technology tools for
planning instruction. Teachers and students use technology tools for effective teaching and
learning. Students utilize technology to access content, conduct research, synthesize
information, reinforce skills, and demonstrate their learning.
ELEMENT ONE: ICT Resources are Allocated throughout the school to Best Support the Technology Vision
Guiding Questions:

Where and how is ICT allocated in our school? (labs, classrooms, mobile labs, one-to-one computing, other)
Does this allocation enable our school to achieve our technology vision?
Is there a better way to allocate our existing ICT resources to meet our vision?
Do we need additional ICT resources to enable us to have the resource allocation we need to meet our vision?
Are our computers new and/or robust enough to meet our instructional needs for the next three years? (Are they powerful enough?)

Data

Strengths
Each classroom
has 3-5 laptops
and 2-4 mobile
devices (mix of
mostly iPad mini
and Google Nexus
7)
3 full laptop labs
(28-32 computers)
and 1 intervention
lab (8 computers)
are available for
classroom use
BYOD program
(K-5) allows any
student to bring a
mobile device
from home and

Weaknesses
Classroom are set
up with only 4
network ports
(teacher computer,
printer, 2 student
laptops)
Access for wholegroups to 1:1
environments with
the same device is
limited to only 3
computer labs (43
classes in K-5 with
an average of 25
students per class)
Many different
types of devices
exist for teachers

Opportunities
Grade levels could
choose to pool
some of their
laptops to make
grade-level carts,
allowing
classrooms to go 1
to 1 for part of the
day
If labs were
broken apart, each
grade level could
have a gradelevel mobile lab
and still keep 2
computers in their
classroom at all
times

Threats
Windows +
Microsoft Office
has been in place
in our district
exclusively for
over 20 years
Breaking apart
computer labs
challenges the
existing MDF/IDF
setup and may
make teachers
uncomfortable

SWOT Analysis Template for Technology Support Project

What is the current reality in our school? How do we proceed from here?

Data source(s)

Analysis/Summar
y

connect to school
wireless network
Every teacher has
a laptop w/DVDROM, a document
camera, and either
a Promethean
board or Mimio
interactive device

GCPS Inventory

and students to
learn how to use
and access content
and creation tools
Windows 7
Professional login
times are 1-1/2 to
4 minutes, wasting
valuable
instructional time

Adopting a
different type of
device, such as a
Chromebook,
would allow us to
purchase more
machines and
reduce boot times
for students

Harbins building plan,

Harbins building plan,
Harbins building plan,
informal survey of
informal survey of
informal survey of
teachers
teachers
teachers
The current allocation of ICT in our school helps us to realize our technology vision. Teachers have easy access
to both laptop computers and mobile devices, but past and current policies restrict our ability to purchase and
support the technology of our choosing. More open district policies involving stakeholders in technology
adoptions, accompanied with a formal adoption of a technology curriculum (such as the ISTE-S and ISTE-T)
would better serve to facilitate realization of our technology vision.

SWOT Analysis Template for Technology Support Project

What is the current reality in our school? How do we proceed from here?
ELEMENT TWO: THE Network Infrastructure is Sufficient to Support our Technology Vision Now and in the Near Future
Guiding Questions:

Do we have sufficient server storage space on which to save files and programs for the next three years?
Does our network provide classrooms enough bandwidth at all times of the day to support the kinds of activities we envision in the next three years?
Does our network provide computer labs enough bandwidth at all times of the day to support the kinds of activities we envision in the next three years?
Do our wireless networks provide enough bandwidth at all times of the day to support the kinds of activities we envision in the next three years?
Do we need to upgrade our network or our network storage space to support our technology vision in the next three years?
Do we need a faster or more robust server to support our technology vision in the next three years?

Data

Strengths
Two years ago,
servers were
moved from local
schools to a central
office location
We currently
allocate 100 GB
per user (network
drive) and 400 GB
per school (800 for
HS) for shared
drive
Bandwidth is
currently sufficient
at all times of day
for all wired
classroom and
computer lab use
Wireless
bandwidth and
coverage area (to
support both
GCPS devices and
BYOD) is
currently sufficient

Weaknesses
All streaming
video services are
currently filtered
for student users
There are major
concerns about
bandwidth
capability if large
numbers of users
were streaming
video at the same
time
Currently, 28,000+
teachers &
administrators
have access to
streaming video
The most
simultaneous highusage streams
recorded has been
about 10,000 if
student use were
allowed, that
number is

Opportunities
District support
staff could better
educate users
about the impact
of their activities
on bandwidth and
storage space
Opening streaming
video to student
users may stress
bandwidth, but it
should relieve
server space by
allowing all users
to upload and
delete videos

Threats
We have moved
from 75% of our
traffic being on the
LAN (5 years
ago), to now 90%
of our traffic being
on the WAN
As the largest
wireless network
in Georgia (both in
total bandwidth,
connected
machines, &
wireless access
points), any
upgrades have to
be planned and
budgeted years in
advance

SWOT Analysis Template for Technology Support Project

What is the current reality in our school? How do we proceed from here?
at all times of day
for all activities

expected to jump
to 35-40,000
We recently
upgraded wireless
capability at all
school locations to
802.11x, and
cabling already
exists for future
upgrades
Server storage is
NOT sufficient for
large amounts of
high-definition
video
Data source(s) David Johnson, Senior Network Engineer Information Management & Technology
Frank Elmore, Chief Information Officer, Gwinnett County Public Schools
Analysis/Summar The network capacity has been upgraded over the past 3 years as BYOD has rolled out to all schools. Current
y
growth estimates tell us that (at current usage rates) our network & server capacity will be sufficient for the next 3
years.

ELEMENT THREE: FITS Reactive Processes

The FITS reactive processes are: Service Desk and Incident Management

Guiding Questions:

How are service desk functions handled at our school (if an independent school), or do we make use of the service desk to track our technical support
issues and ensure they are resolved quickly? How long does it take to get ICT issues fixed?
Does instructional use of ICT ever suffer due to lack of technical support?
How do we keep track of technology incidents (systemic technical issues or problems impacting numerous classrooms or teachers)?
What do we do to make sure our school district is aware of any systemic ICT issues we may face? (Just because multiple issues are called in doesnt
mean they are aware of a systemic issue!)

Data

Strengths
Robust districtwide incident
management

Weaknesses
For many issues,
teachers and staff
will tell

Opportunities
Soliciting input
from users on
hardware,

Threats
Schools with less
competent IT staff
may shy away

SWOT Analysis Template for Technology Support Project

What is the current reality in our school? How do we proceed from here?

software (BMC
Footprints)
Each local school
has one TST
(Technology
Support
Technician)
dedicated solely to
hardware support
and incident
management
Each school also
has 1 or 2 LSTCs
(Local School
Technology
Coordinators) that
split time between
instructional
support, school
technology
leadership, and
incident
management
Incidents route
first to local school
staff
District help desk
can troubleshoot
and/or route
incidents through
the software or
over the phone
District support
personnel track
incident categories

LSTC/TST or
email instead of
filling out an
incident
Some schools
share a TST,
increasing the time
it takes to solve
problems
Some large high
schools with 800+
workstations only
have 1 TST,
increasing the time
it takes to solve
problems
Local school
autonomy leads to
the purchase of
many different
mobile devices,
hardware, and
software, making
it difficult for
district IT
personnel to
support

operating systems,
incident
management (in
general), and other
ICT issues would
help better inform
IMT about how
users perceive
their department
and the tools
teachers and
students have or
want for teaching
and learning
Better
communication
and collaboration
between LSTCs
and TSTs at both
district and school
level would result
in better overall
incident
management
Greater
engagement for
teachers in the
process will also
lead to more
incidents being
completed and
tracked for minor
problems that
could uncover
some underlying
systemic issues

from purchasing
the best products
for their students
(or implementing
BYOD) if they
believe the support
staff cant handle
it
Many schools are
implementing
Google Apps for
Education without
district support
although it is
allowed, some
district staff feel
that it is
supplanting the
use of districtprovided LMS
(D2L)
The longstanding
support of
Windows systems
from the district
level is threatened
by the rise of
Google Apps,
chromebooks,
iPads, & macs by
local schools

SWOT Analysis Template for Technology Support Project

What is the current reality in our school? How do we proceed from here?

and can escalate

incidents affecting
multiple schools or
classrooms
Once large-scale
issues are
identified, help
desk sends out
mass email to
notify affected
parties while work
continues, and
additional email
when work is
completed
User survey for
incidents allows
for feedback on
incident
management
Local school
autonomy allows
schools to
purchase hardware
and software with
local school funds
to best support
student needs

Data source(s)

Analysis/Summar
y

The overall incident management system, staffing, and structure are adequate to solve ICT issues in a timely and
efficient manner. Although there are some district support staff, the majority of the support staff is located at
schools, where incidents can typically be solved more quickly. However, the system that exists for problem
management is not as robust. Teachers report issues with web filtering, operating systems , and other issues in
which they have no voice. More input from staff, students and other stakeholders would increase engagement and
satisfaction with ICT support.

SWOT Analysis Template for Technology Support Project

What is the current reality in our school? How do we proceed from here?

SWOT Analysis Template for Technology Support Project

What is the current reality in our school? How do we proceed from here?
ELEMENT FOUR: FITS Change Processes
The FITS change processes are: Release Management, Change Management, Configuration Management

Guiding Questions:

To what extent are we as a school aware of the districts release management strategy? If we are an independent school, how do we manage the release
of new ICT into our school?
How do we verify that ICT works as it is intended at our school before we allow it to be released?
How do we keep track of ICT changes at our school to ensure that we have the records to keep track hardware, software, services, and documentation
are kept up to date? If we dont, is it wise to rely on the district to do this alone?
How do we keep track of the various computer configurations in our school (math lab computers, science lab computers, regular classroom computers,
computer lab computers, office computers, etc.) by hardware models as well as by the software loaded on each type of machine? Do we have images
made of each kind of machine so they can be rapidly reimaged if needed?

Data

Strengths
5-year school
retrofit cycle
funded through
SPLOST,
replacing all
laptops, desktops,
projectors,
broadcast studio,
printers, document
cameras, and
assorted other
equipment
R&D department
at district level to
thoroughly test
new software
applications,
browser versions,
etc. to ensure
compatibility and
maximum
performance
Readily-available
images for all

Weaknesses
Centralized
process leaves
schools unable to
customize certain
aspects of their
configurations,
such as Windows
images
Users (teachers
and students) are
unable to provide
meaningful input
into ICT selection
process

Opportunities
Greater
collaboration
between
instructional staff,
stakeholders, and
technology support
staff will lead to
purchasing
decisions that will
maximize student
success
Recent policy
changes allowing
schools to
purchase directly
from Apple and
Google will help
schools better
manage iPads and
Chromebooks
District should
evaluate
effectiveness of
current retrofit +

Threats
Equitable access to
technology varies
widely between
schools, with
BYOD playing a
huge role at some
schools while at
others they are left
with just the GCPS
technology
package
Is the 5-year
retrofit cycle
outdated? Can we
continue to fund
it? How can we
make decisions
involving all
stakeholders about
personalizing this
package for school
needs?

SWOT Analysis Template for Technology Support Project

What is the current reality in our school? How do we proceed from here?

types of
workstations for
local school TSTs
to access
Functional testing,
user acceptance
testing,
compatibility
testing, and load
testing for all new
hardware/software
configurations and
applications
Barcoded
inventory system
to track hardware
assets managed
by TST and media
specialist
Local inventory
process in addition
to state inventory
Software
distribution
application
(Altiris) to easily
push software to
machines or
groups of
machines

BYOD and
evaluate other
alternatives, such
as 1:1
Chromebook
adoption, to ensure
that we are
spending funds
wisely to
maximize student
use of and access
to technology

Data source(s)

Analysis/Summar
y

The rollout of district hardware is mainly managed by single-source vendor Emtech, who has been servicing
GCPS for 20 years. Their expertise in project management, hardware repair, and preferred provided status for
Lenovo have aided GCPS in being able to effectively manage the 5-year retrofit cycle. Testing for new
applications has been beefed up in recent years after large-scale problems with a local testing application. The

SWOT Analysis Template for Technology Support Project

What is the current reality in our school? How do we proceed from here?
training at tools available for imaging and pushing software is industry-standard and aids TSTs in supporting
hardware at local schools. The inventory process has been upgraded, and now our local tracking system can
communicate directly with the state system, saving time, money, and reducing inventory loss.

ELEMENT FIVE: FITS Proactive Processes

The FITS proactive processes are: Problem Management, Availability and Capacity Management

Guiding Questions:

How is our network monitored to discover network or computer technical issues as quickly as possible?
How do we ensure we have routine ICT preventative maintenance on all of our hardware?
How do we make sure our antivirus software is updated every day?
How do we make sure our firewall is functioning and working every day?
Is there a maintenance schedule that is followed to take care of our hardware?
Do we have spare equipment available for critical hardware in the event of an emergency?
Do we have up-to-date documentation about our network?

Data

Strengths
Automatic
monthly virus scan
managed through
Symantec /
Windows
Network
monitored for
irregularities 24/7
at district
command center
Automatic
response system
for cyber attacks
puts 100+
measures in place
within 2 minutes
of attack detection
Quick response
team to mitigate

Weaknesses
Problemmanagement
system exists as
part of incidentmanagement
system, but is
rarely used

Opportunities
Maintenance
schedule is mainly
dependent on local
TSTs more
communication
and standardsetting would
result in more
uniform
maintenance
across schools

Threats
GCPS has been the
victim of both
internal and
external cyber
attacks, which
have increased
dramatically in the
past 2 years

SWOT Analysis Template for Technology Support Project

What is the current reality in our school? How do we proceed from here?
attacks
independently
audited by
industry experts
Documentation is
managed by
district IM&T
weekly
documentation
checks meets
industry standard
Data source(s) David Johnson, Senior Network Engineer Information Management & Technology
Frank Elmore, Chief Information Officer, Gwinnett County Public Schools
Analysis/Summar FITS Proactive Processes are managed through a multi-layered system including a large group of network
y
engineers. Strategic planning is key to anticipating changes (such as planning wireless infrastructure upgrades
before the district adopted BYOD) and acting to stay ahead of changes in technology usage.

SWOT Analysis Template for Technology Support Project

What is the current reality in our school? How do we proceed from here?
ELEMENT SIX: FITS Strategic Processes
The FITS strategic processes are: Service Level Management, Service Continuity Management, Financial Management

Guiding Questions:

Do we maintain or have access to service data for our ICT?

Is our data backed up every day? Every week? How long would it take to get lost data restored?
If our server goes down, how long would it take to get it repaired or replaced until it can be repaired?
It we experience an ICT outage for more than a day or two, how would that impact our operations? How can we be ready for that?
How frequently does our district plan to refresh our ICT? What ICT will they refresh? When are we due to be refreshed?
What school-level budgeting do we do to help acquire or pay for ICT that we need? Do we have a line item in the budget for ICT? If not, why not?
What might we need to buy or acquire that the district may not provide for us?

Data

Strengths
Service data is
logged
electronically
through Footprints
and a hardware
management
application
Server data (home
and shared drives)
is backed up daily
Local-school staff
have instant access
to the last 60
backups (including
a 3-month and a 6month archive),
and can easily
restore deleted
files
District staff are in
constant
communication
with ISP outages

Weaknesses
Local users are
unable to access
their H: drive
backups
Users (teachers
and students) are
unable to provide
meaningful input
into ICT selection
process

Opportunities
Our school has
budgeted (through
fundraiser $) to
purchase mobile
devices for the
past 4 years,
allowing us to
have over 200
mobile devices for
student use
however, there is
no budget or
warranty for repair
or replacement
We may need to
purchase cheaper
devices ($241 for
durable
Chromebook with
warranty, as
opposed to $614
for Windows
laptop w/Office) to
better suit our

Threats
Is the 5-year
retrofit cycle
outdated? Can we
continue to fund
it? How can we
make decisions
involving all
stakeholders about
personalizing this
package for school
needs?

SWOT Analysis Template for Technology Support Project

What is the current reality in our school? How do we proceed from here?

are usually
resolved within a
matter of minutes
5-year school
retrofit cycle
funded through
SPLOST,
replacing all
laptops, desktops,
projectors,
broadcast studio,
printers, document
cameras, and
assorted other
equipment

instructional needs

Data source(s)

Analysis/Summar
y

ELEMENT SEVEN: School-Level Technology Support

There are three kinds of school-level technology support: Technical Support, Instructional Support, and Professional Development. We will focus here on
Technical Support (fixing, maintaining, or installing hardware and software) and Instructional Support (helping teachers teach using ICT).

Guiding Questions:

Do we have a group of people on campus we can rely upon to look at ICT issues before we call the help desk?
Do allow students to help us support our ICT? If not, why not? (they could be students from your school or students from a nearby high school)
Do we help teachers plan to teach with technology, such as sitting down and helping a teacher to actually write the lesson or unit plan? Do we have
someone to model technology-rich lessons to other teachers?
Do we have a technology committee on campus to help plan for ICT issues that may affect our school and provide input into our school improvement
plan?

Data

Strengths
Grade-level
technology leaders
often troubleshoot
and solve simple

Weaknesses
No current student
ICT support group
Most grade-level
teachers have to

Opportunities
A student ICT
support group
would both
empower students

Threats

SWOT Analysis Template for Technology Support Project

What is the current reality in our school? How do we proceed from here?

Data source(s)

Analysis/Summar
y

issues before the

issue is escalated
to service desk
Instructional
Technology Coach
plans lessons with
teachers and
teaches
professional
learning and
model lessons

push a button to
beep the office to
receive technical
support

and help teachers

get issues solved
more quickly
A better school
communication
system would help
problems get
solved more
quickly

SWOT Analysis Template for Technology Support Project

What is the current reality in our school? How do we proceed from here?
Action Plan
Based on the SWOT, what would you do as the principal to make sure your school is prepared in the above
elements to meet your vision and/or meet your goals?
IDENTIFIED
NEEDS
Success
Indicator:
Equity of access
and ease of use
for local school
technology
purchases
Record teacher
incidents more
thoroughly
More student
technology
aides

Change in
district
procedure for
ICT
decisions/bids

ACTION PLAN
Strategies:

Timeline:

Responsibility
List:
Teachers,
LSTC,
administrative
staff

Tentative Budget:

Gather input from staff,

pilot,and provide feedback on
Chromebook purchase

April-May 2016

Train teachers/staff at staff

meeting, remind weekly to fill
out support tickets for every
issue, no matter how large or
small
Form a group under the
supervision of LSTC and lead
teachers (Harbins Tech-E
Tigers), train them at monthly
meetings, and deploy them to
assist teachers with basic
technology issues
Provide more feedback to
district staff, suggest that they
provide a survey, form a
principals advisory council to
give input on retrofit, type of
hardware, etc.

May 2016-Dec
2016

All school staff

N/A

Aug 2016 May

2017

LSTC
Lead teachers
Classroom
teachers
Administration

N/A

May 2016 May

2018

Principal

N/A

$9,000 for 30
chromebooks and 2
charging carts

SWOT Analysis Template for Technology Support Project

What is the current reality in our school? How do we proceed from here?