Harvard University IT Integration Program – Client Services Work Group Kickoff January 7, 2011

1. Harvard UniversityIT Integration Program – Client Services Work Group KickoffJanuary 7, 2011

2. Agenda

3. Overall Program Structure and Goals • KEY GOALS • Enable strategic investment and use of IT • Redirect resources to highest and best purpose • Elevate level of service excellence INFRASTRUCTURE ADMINISTRATIVE IT ACADEMIC IT SECURITY CLIENT SERVICES • Data centers • Storage • Network • Telecom • Video • Enterprise apps • FAS Admin • Email • Identity manage-ment • Web • Classroom technology • Web-assisted instruction • Student apps • Innovative pedagogy • Enterprise info security policies • Security technologies • Desktop/LAN support • Helpdesk • Desktop HW/SW procurement • Instructional tech support • Local applications SERVICEDELIVERY FINANCE HUMAN RESOURCES COMMUNICATIONS FOUNDATION

4. Transition Team Organization(Working Definition—Team Membership Subject to Change) • TRANSITION TEAM • Charge • Define mission, vision, values, name • Oversee working groups • WORKING GROUPS • Charge • Define services needed by faculty, staff, students • Define service delivery model • Define resources required INFRASTRUCTURE ADMINISTRATIVE IT ACADEMICIT SECURITY CLIENTSERVICES • Co-Chairs • Joe Bruno • Jacques Laflamme • Co-Chairs • John Jurus • Katherine MacRostie • Program Mgt: • Noah Selsby • Jeff Lazarus • Co-Chairs • Katie Vale • Paul Bergen • Co-Chairs • Jay Carter • Christian Hamer • Co-Chairs • Bob Cahill • David Sobel Program Mgt: Susan DeLellis Eric D’Souza Program Mgt: Karen Slaton Program Mgt: Liz Eagan Program Mgt: Katie Kilroy Jason Stonehouse • FINANCE / FACILITIES • Co-Chairs • Penny Kaligian • Vaughn Waters • HUMAN RESOURCES / ITIL / PM • Co-Chairs • Penny Kaligian • Vaughn Waters • COMMUNICATIONS • Co-Chairs • Ellen Gulachenski Program Mgt: Laurie Gamble Program Mgt: tbd Program Mgt: tbd

5. Transition Transition Timeline Nov Dec Jan2011 Feb Mar Apr May Jun 1/15Announce LeadershipOrganization Design 11/15Appoint TransitionTeam 6/15Launch New Organization 3/15Submit Working GroupDeliverables (servicemodels, etc.) 12/10Transition Kick Off 11/29Announce Transition Team

6. Roles and Responsibilities * Co-leadership * * Joint Partnership * Co-chairs Program Managers • Technical expertise guidance • Team building • Working session preparation • Quality management • Overall coordination • Within respective workgroup and across all workgroups • Overall design approach • Structure, process, tools • Working session preparation and facilitation • Progress, issues, risks management Team Members • Identify customer needs • Define corresponding IT services • Meet / exceed both program and workgroup goals • Define scope and timing of provisioning • Identify known critical path dependencies

7. Workgroup Team Goals and Expected Key Outputs Our Goals Expected 6/15 Outputs • Look ahead to new era of IT as a Harvard priority • Define what services will be needed by faculty, staff, students • Define delivery model and resource mix for each service • New Organization, Mission, Vision, Values, Name, and Structure • New culture defined • New leadership team in place • Everyone understands their place in the new structure • New Service Catalog* • HR, Finance, Space, Tools defined • 1-Year Implementation Plans* (to support new organization) * Note: Red italics denotes the outputs the workgroups will produce.

8. Client Services Service Template CLIENT SERVICES • Desktop/LAN support • Helpdesk • Desktop HW/SW procurement • Instructional tech support • Local applications

9. Brainstorming Breakout Session: Working Assumptions and the ‘Big Picture’ Service Catalog Concept Working Assumptions • All decisions tie to our overarching goals: • Strategic for the long-termEnable strategic investment and use of IT • EfficientRedirect resources to highest and best purpose • High-qualityElevate level of service excellence • Future services should not be bound by current constraints(e.g., fee-for-service funding) • Moving to common solutions (90% rule: don’t design for the exception; exceptions will be approved at a high-level (UCIO)) • May require multiple ‘tiers’ (e.g., staff vs. student email) • On 6/15, we will have defined in a service catalog, what services our new IT organization will provide, to whom, and by when • Think Service not Product • Think from the perspective of the Customer • Think what not how • This is not preservation of what we do today • Are there things that we do not do today that we should? Service Catalog Example Help Desk – Single Point of Contact

10. Brainstorming Breakout Session (continued): Whiteboard What IT services do our customers need? • Students • Faculty • Staff

11. Q&A Questions?

12. Thank You Academic and administrative leaders agree that now is the time to focus on IT at Harvard: This is the inflection moment for Harvard to become the leader in academic IT, and we must. -Dean There is no reason why Harvard should not be in the forefront using IT in education and research. -Dean IT can play a critical role in creating important linkages across the university. -Dean It's an exciting – even historic – time to be in IT at Harvard. Thank you for being a part of it!