Queensland Department of Education

DET Strategic Information Technologies is responsible for all of the IT services for the Department Of Education And Training In Queensland, Australia. For years, all of the IT management was handled at the local level. Then, in order to provide better data security, roll-out best practices and standardized systems, IT management was migrated to one central location.

The Challenge

DET needed a system that would allow them to manage the IT structure of the entire Queensland education system from a remote location and still fix problems as quickly as possible – even at the local level. Live Maps provided them with a rich, geographical view of the entire IT infrastructure and enabled IT assistance even more efficiently than when it was handled on a local level.

Centralizing the IT infrastructure of 1,300 individual schools, more than 50 district offices, and as many as 16 technical colleges was not an easy task. DET would have to remotely monitor the status of 500,000 user accounts, 150,000 computer objects, and 2,500 servers. In addition, they were given the added task of incorporating new business transactions including enrollment, transfer and classroom Internet security. They needed a system that would allow them to see problems from a geographical basis and quickly drill down on individual alerts in order to find and solve issues as quickly as possible.

“There’s so much more awareness on service and rapid problem resolution. Plus, our junior staff can take problem diagnoses much further than before, freeing up the time of our Level 3 engineers.”

Enterprise Platform & Development Manager

The Solution

DET tried out both Live Maps and a competitor’s product. They chose Live Maps because it provided them a visual approach to clearly identify the exact locations of problems as they arose, which was at the heart of the centralization challenge. Live Maps was integrated into their IT infrastructure and provided a real-time dashboard of the status of all IT related systems and devices at all of the learning centers.

The Result

The centralization of the IT infrastructure was a success. “By simply editing an expression in the console, switches, routers, printers, and even individual workstations could be automatically added to the view of each school,” said Nick Long, DET’s Enterprise Platform and Development Manager. “This not only gave us visibility to alerts,” commented Long, “it showed us all of the dependencies related the alert. It was impossible to get this critical information so quickly before Live Maps.”

Reduce Costs, Maintain Services Levels, Free-up Resources.

While centralizing the IT systems of a huge school system was a major challenge, using Live Maps allowed DET to do so. They captured significant cost savings, and even improved IT service levels over when the systems were handled locally. “The big difference maker is visibility,” said Long. “There’s so much more awareness on service and rapid problem resolution. Plus, our junior staff can take problem diagnoses much further than before, freeing up the time of our Level 3 engineers.”