It's true--you can lead a horse to water, but you can't make it drink. But in Delma Juarez's case, it was an uncooperative "pony."

In the early 1990s, Franklin McKinley School District in San Jose, Calif., was tracking IT incident requests using paper forms and a plastic inbox, affectionately known as the "pony." This was the final resting place for many IT requests, which often were never routed to the IT staff. "The request might sit in the pony for several days, and most times the pony would eat it," said Juarez, director of


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