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Client Services

Client Services. Client Services Development Overview. Agenda. Review CSD’s Responsibilities Discuss Communication Model Discuss Software Server Requirements Discuss Tech Professional’s Tab Discuss Orientation Program. Client Services Development. Mission Statement

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Client Services

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  1. Client Services Client Services Development Overview

  2. Agenda • Review CSD’s Responsibilities • Discuss Communication Model • Discuss Software Server Requirements • Discuss Tech Professional’s Tab • Discuss Orientation Program

  3. Client Services Development Mission Statement Provide high quality responsive technical services and facilitate communication between Technical Services and the Distributed Local Support community CSD

  4. The Functional Team

  5. Communication to/from Distributed Local Support Software Server management Magic application management Local Support for AIS DeskNet chair Tier II escalation Consulting services for DLS CS web-site lead Create & maintain self-service database Develop & maintain ITD Orientation Programs CSD Roles & Responsibilities

  6. DLS Communication Model • Goals • Proactively communicate • Collaborate • Foster universal “IT Team” culture • Vehicles • IT Briefing • DeskNet • Listserv’s • Notifications, FYIs/SIRs/etc. • Tech Professional’s Tab on new ITD Web-Site • School/Department IT Meeting

  7. Objective – IT Briefing • Discuss, collaborate, and present enterprise technologies • Subject Matter Experts present leading edge technology • Update Distributed Local Support community on ITD initiatives

  8. Objective – DeskNet • Reviews/recommends desktop technology • Cross-organizational teams • Sub-committees convene to discuss focused projects and technology • Sub-committees identify specific action items and responsibility to committee members • Examples: Anti-Virus, SPAM, hw & sw recommendations, Browsers, etc.

  9. Objective – LISTSERV’s • Post questions and answers relating to specific technology areas • Distribution mechanism to communicate updates and meetings via email

  10. Objective - DLS Meeting • Client Services Development Team Lead attend department level meetings • Educate central IT on emerging department specific technologies • Update central IT on Distributed Local Support contacts • Inform central IT on newly deployed/updated technologies • Constructively discuss issues and concerns Our Request …

  11. Organizational/department overview What departments do you support What is your IT organizational chart Contact names and numbers Review technical infrastructure OS type and est. desktops OS type and est. servers Unique (non-ITD) & enterprise apps Network overview (connections, IP addresses, etc.) Current IT projects and initiatives Current IT challenges (internal and with ITD) Overview of IT vision and strategic direction Current support process Internal Escalation to call center/ITD Magic application use Current use Future use Training requirements Comments/input Input and suggestions to improve ITD services Sample Agenda

  12. Tech Professional’s Tab • Location on new ITD Website specifically for Emory IT professionals • How/what would be beneficial? • Top ten recommendations to secure your environment • ??

  13. IT Briefing DLS Meeting Tech Professionals Tab DeskNet Listserv, FYIs, SIRs Other(s)? Monthly Quarterly Population just beginning As needed As required Communication Frequency CSD Contact: Karen Jenkins kejenki@emory.edu 2-9475 404-606-2429

  14. Software Server • Brainstorm on goals, requirements, capabilities, etc. Simple GUI interface to allow users to simply select the product name and/or icon Desktop Software Emory Online (EOL) Meeting Maker Symantec

  15. Consulting Services

  16. ITD Orientation • Develop ITD Orientation Programs for: • Distributed Local Support • ITD • HR • Provide program on quarterly basis • Thoughts?

  17. ? Questions

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