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May 20 , 2011 | Friday | 10-11AM | 1414 Mass Ave, 5 th Fl.

IT Services Transition Client Services Working Group Meeting. May 20 , 2011 | Friday | 10-11AM | 1414 Mass Ave, 5 th Fl. Transition Program Updates The Go-Live Items: Help Desk Consolidation Service Request, Incident, Problem & Change Management

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May 20 , 2011 | Friday | 10-11AM | 1414 Mass Ave, 5 th Fl.

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  1. IT Services TransitionClient Services Working Group Meeting May 20, 2011 | Friday | 10-11AM | 1414 Mass Ave, 5th Fl.

  2. Transition Program Updates The Go-Live Items: Help Desk Consolidation Service Request, Incident, Problem & Change Management Business Process Redesign 12 Month Implementation Plan Next Steps Today’s Agenda

  3. Transition Program Updates • Web Portal Work – In progress • Org Planning Updates • 5/6 Friday: Manager Validation of All Staff Survey Data Complete; Admin IT; and IT Security • 5/9 Monday: IT Infrastructure • 5/13 Friday: All Staff Survey Data Analysis Complete (and ready for incorporation) • 5/19 Th: IT Finance, IT Administration, Academic IT (tentative) • 5/26 Th: Strategy & Planning (S&P), Client Services • IT Support brown-bag sessions with Anne Marguiles and Sara Oseasohn • This past Wednesday, 2 upcoming • Anything else?

  4. DRAFT FOR DISCUSSION PURPOSES ONLY Service Request Management on ‘Day 1’

  5. DRAFT FOR DISCUSSION PURPOSES ONLY Service Request Management on ‘Day 1’ (cont)

  6. DRAFT FOR DISCUSSION PURPOSES ONLY Incident Management on ‘Day 1’

  7. DRAFT FOR DISCUSSION PURPOSES ONLY Problem Management on ‘Day 1’

  8. DRAFT FOR DISCUSSION PURPOSES ONLY Change Management on ‘Day 1’

  9. Help Desk Consolidation • Key Deliverables/Dates • 4-27 May: Help Desk consolidation planning and design • 9-18 May:Identify service unit hand-offs and schedule follow-up meetings • 13 May: Staff meet and greet COMPLETED! • 31 May - 3 June: UIS agents will move to Science Center 2 at a time • 3 June: Movers and 2 phone moves scheduled for June 3. • 10 June: 60 Oxford St Data Center Shutdown • 18-19 June: FAS CNR to Infoblox DNS Migration • 20 June: Fall CA Exchange 2010 Implementation • 25-26 June: Summer School Opening Weekend • Key Design Items • Phone and email triage design • Hours of Operation • Hand-Offs • Metrics

  10. Help Desk Hand-off Fact Sheet • In progress from operational teams • Includes service names, contacts, technical groups, etc • Available for review shortly

  11. Service Request, Incident, Problem & Change Management • Packet of Communications Guidelines prepared • Draft has been reviewed • Includes communications templates for: • Major Incidents (Initial, Update, and Resolution notifications) • After-Action Reports (for follow-up on Major Incidents) • Change/Scheduled Maintenance Notifications • Next steps • Further review • Dissemination • Adoption

  12. Business Process Redesign • Submitted!

  13. 12 month implementation plan • Template distributed • 12+ month outlook with milestones: • Service delivery milestones (according to catalog) • Key people changes • Process changes or updates • Transition of service areas to new owners • New tools or systems to support any of the above • 2-3 weeks for work • Katie is taking first pass based off of service drafts • Discussion: What other items do you know of that should be included?

  14. Next Steps • Help Desk consolidation • Continued move planning and design finalization • Hand-off coordination • Service Request, Incident, Problem & Change Management • Finalize deliverable set and execution strategy

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