<s>
fraLine	B-General_Concept
is	O
a	O
non-profit	O
(	O
research	O
)	O
project	O
of	O
Research	O
Center	O
Frankfurt	O
Technology	O
Center	O
Media	O
-	O
FTzM	O
of	O
Frankfurt	O
University	O
of	O
Applied	O
Sciences	O
.	O
</s>
<s>
fraLine	B-General_Concept
is	O
also	O
a	O
joint	O
project	O
between	O
the	O
Frankfurt	O
University	O
of	O
Applied	O
Sciences	O
and	O
the	O
city	O
of	O
Frankfurt	O
am	O
Main	O
(	O
represented	O
by	O
the	O
"	O
Stadtschulamt	O
"	O
=	O
municipal	O
school-maintaining	O
body	O
)	O
.	O
</s>
<s>
fraLine	B-General_Concept
and	O
the	O
city	O
of	O
Frankfurt	O
cooperate	O
in	O
the	O
fields	O
of	O
IT	O
support	O
and	O
IT	O
service	O
management	O
in	O
educational	O
contexts	O
as	O
well	O
as	O
technical	O
implementation	O
of	O
digital	O
media	O
in	O
class	O
.	O
</s>
<s>
fraLine	B-General_Concept
also	O
cooperates	O
with	O
the	O
Hessian	O
state	O
education	O
authority	O
(	O
"	O
Staatliches	O
Schulamt	O
"	O
)	O
in	O
the	O
field	O
of	O
media	O
education	O
and	O
digital	O
media	O
training	O
for	O
teachers	O
.	O
</s>
<s>
fraLine	B-General_Concept
was	O
launched	O
in	O
2001	O
by	O
Professor	O
Dr	O
Thomas	O
Knaus	O
and	O
employs	O
mainly	O
technical	O
students	O
of	O
the	O
Frankfurt	O
University	O
of	O
Applied	O
Sciences	O
and	O
Goethe	O
University	O
Frankfurt	O
,	O
but	O
also	O
IT	O
professionals	O
,	O
engineers	O
and	O
media	O
educators	O
.	O
</s>
<s>
fraLine	B-General_Concept
conducts	O
research	O
in	O
the	O
fields	O
of	O
IT	O
service	O
management	O
according	O
to	O
ITIL	O
recommendations	O
as	O
well	O
as	O
in	O
the	O
field	O
of	O
IT	O
support	O
and	O
digital	O
media	O
use	O
in	O
educational	O
contexts	O
including	O
educational	B-Application
software	I-Application
and	O
media	O
literacy	O
.	O
</s>
<s>
Therefore	O
,	O
fraLine	B-General_Concept
also	O
offers	O
advisory	O
services	O
to	O
the	O
city	O
of	O
Frankfurt	O
,	O
to	O
all	O
municipal	O
schools	O
as	O
well	O
as	O
other	O
educational	O
institutions	O
on	O
topics	O
such	O
as	O
acquisition	O
of	O
computers	O
or	O
computer	B-Architecture
parts	I-Architecture
,	O
hardware	B-Architecture
,	O
IT	O
security	O
,	O
remote	O
service	O
etc	O
.	O
</s>
<s>
The	O
FTzM	O
developed	O
the	O
"	O
fraDesk	O
"	O
,	O
a	O
multi-user	O
capable	O
trouble	B-Application
ticket	I-Application
system	I-Application
for	O
coordinating	O
and	O
documenting	O
customer	O
requests	O
,	O
incident	O
reports	O
or	O
general	O
processes	O
based	O
on	O
division	O
of	O
labor	O
.	O
</s>
<s>
fraLine	B-General_Concept
uses	O
this	O
software	O
in	O
its	O
own	O
everyday	O
routine	O
.	O
</s>
<s>
Other	O
research	O
projects	O
conducted	O
by	O
fraLine	B-General_Concept
employees	O
include	O
the	O
development	O
of	O
standard	O
resource	O
administration	O
and	O
user	O
management	O
for	O
schools	O
,	O
improvement	O
of	O
school	O
support	O
via	O
remote	O
maintenance	O
and	O
support	O
,	O
but	O
also	O
media	O
educational	O
topics	O
such	O
as	O
content	O
filtering	O
,	O
evaluation	O
of	O
educational	B-Application
software	I-Application
and	O
media	O
communication	O
.	O
</s>
<s>
fraLine	B-General_Concept
publishes	O
relevant	O
information	O
for	O
schools	O
as	O
well	O
as	O
research	O
results	O
in	O
the	O
form	O
of	O
test	O
reports	O
and	O
academic	O
papers	O
,	O
a	O
glossary	O
,	O
and	O
a	O
large	O
set	O
of	O
FAQ	O
.	O
</s>
<s>
It	O
includes	O
technical	O
tutorials	O
and	O
information	O
on	O
the	O
Frankfurt	O
local	O
school	O
network	O
,	O
operating	O
systems	O
,	O
software	O
,	O
hardware	B-Architecture
,	O
peripheral	O
equipment	O
,	O
the	O
Internet	O
,	O
licenses	O
and	O
rights	O
of	O
utilization	O
.	O
</s>
<s>
Additionally	O
,	O
fraLine	B-General_Concept
offers	O
tutorials	O
and	O
introductory	O
courses	O
imparting	O
theoretical	O
and	O
practical	O
knowledge	O
to	O
school	O
teachers	O
and	O
school	O
IT	O
representatives	O
in	O
Frankfurt	O
.	O
</s>
<s>
The	O
fraLine	B-General_Concept
student	O
team	O
offers	O
practical	O
IT	O
support	O
to	O
all	O
152	O
schools	O
in	O
Frankfurt	O
by	O
operating	O
a	O
telephone	O
hotline	O
,	O
the	O
Internet-based	O
helpdesk	O
"	O
fraDesk	O
"	O
and	O
through	O
on-site	O
service	O
.	O
</s>
<s>
It	O
covers	O
everyday	O
troubleshooting	O
relating	O
to	O
hardware	B-Architecture
and	O
software	O
,	O
as	O
well	O
as	O
software	O
installation	O
,	O
actualisation	O
and	O
handling	O
.	O
</s>
<s>
In	O
order	O
to	O
coordinate	O
its	O
support	O
services	O
,	O
fraLine	B-General_Concept
cooperates	O
with	O
so-called	O
"	O
IT	O
representatives	O
"	O
in	O
every	O
school	O
.	O
</s>
<s>
They	O
are	O
appointed	O
by	O
their	O
school	O
principals	O
and	O
responsible	O
for	O
collecting	O
IT-incidents	O
and	O
requests	O
in	O
their	O
schools	O
and	O
communicating	O
them	O
to	O
fraLine	B-General_Concept
.	O
</s>
<s>
Here	O
,	O
fraLine	B-General_Concept
functions	O
as	O
first	O
point	O
of	O
contact	O
(	O
"	O
single-point-of-contact	O
"	O
)	O
.	O
</s>
<s>
If	O
problems	O
cannot	O
be	O
solved	O
by	O
telephone	O
,	O
fraLine	B-General_Concept
employees	O
visit	O
schools	O
on-site	O
or	O
help	O
them	O
to	O
refer	O
their	O
request	O
to	O
the	O
competent	O
authorities	O
(	O
e.g.	O
</s>
<s>
In	O
addition	O
to	O
the	O
technical	O
support	O
,	O
fraLine	B-General_Concept
also	O
offers	O
training	O
courses	O
for	O
teachers	O
and	O
school	O
administration	O
staff	O
in	O
the	O
fields	O
of	O
IT-infrastructure	O
and	O
media	O
use	O
in	O
educational	O
contexts	O
.	O
</s>
<s>
As	O
another	O
way	O
to	O
support	O
schools	O
,	O
fraLine	B-General_Concept
launched	O
the	O
project	O
"	O
educational-technical	O
assistance	O
"	O
.	O
</s>
<s>
As	O
part	O
of	O
this	O
project	O
,	O
fraLine	B-General_Concept
employees	O
accompany	O
teachers	O
during	O
class	O
offering	O
them	O
technical	O
assistance	O
with	O
the	O
digital	O
media	O
devices	O
they	O
plan	O
to	O
use	O
in	O
their	O
lesson	O
.	O
</s>
<s>
fraLine	B-General_Concept
contributes	O
to	O
various	O
multi-organisational	O
and	O
interdisciplinary	O
initiatives	O
in	O
Frankfurt	O
am	O
Main	O
,	O
in	O
the	O
federal	O
state	O
of	O
Hesse	O
and	O
in	O
Germany	O
responding	O
to	O
the	O
growing	O
demand	O
for	O
a	O
sensible	O
use	O
of	O
media	O
in	O
education	O
.	O
</s>
<s>
Thus	O
,	O
fraLine	B-General_Concept
maintains	O
close	O
partnerships	O
with	O
its	O
sister	O
projects	O
in	O
Bremen	O
and	O
Hamburg	O
.	O
</s>
<s>
In	O
2007	O
,	O
fraLine	B-General_Concept
was	O
awarded	O
with	O
the	O
"	O
Germany	O
–	O
Land	O
of	O
Ideas	O
"	O
award	O
.	O
</s>
