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IT Transition Team

IT Transition Team. Infrastructure Workgroup Meeting # 9 March 2, 2011 1:30pm-2:30pm. http://isites.harvard.edu/transition. Agenda. Feedback from the Sub-groups Customer Review Feedback thus Far General Updates from Program Management & Co-Chairs. Feedback from Subgroups.

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IT Transition Team

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  1. IT Transition Team Infrastructure Workgroup Meeting # 9 March 2, 2011 1:30pm-2:30pm http://isites.harvard.edu/transition

  2. Agenda • Feedback from the Sub-groups • Customer Review Feedback thus Far • General Updates from Program Management & Co-Chairs

  3. Feedback from Subgroups • Feedback from the Sub-groups: How is the process going ? • Any issues for co-chair or Program Management resolution? • Feedback on the service template definitions

  4. Infrastructure Customer Feedback Thus Far • Customer Reviews: Input received from John Jurus & Taso Markatos; other reviews scheduled this week; we may revise our catalog based on customer feedback: • Taso Markatos: SPH- • Catalog is comprehensive – didn’t know some services were offered (contact center) – need for outreach and education is important; very interested in Enhanced mobility as a future service • Single university contractor for construction projects desired • Sees video services as very important (new building coming on line) – would like staffing augmentation for high profile events (production) • Looking at classroom capture systems – would like a central system to tap into • Central storage solution (or broker to the cloud) – could be of interest • Happy with network services – didn’t realize we offer DHCP services • Add intrusion remediation – one central prevention system at the boarder • Bundle services maybe around video and enterprise computing & Storage • Would welcome cost effective internal consulting services from CA– today uses many external ones • John Jurus: Admin Systems - • Need for “lite”, nimble, low cost service tier for small customers (funding model important) • Storage as a stand-alone service; Compute separated from storage; Storage for backup/growth • Backup as a service for non-hosted customers • Brokering cloud services • Disaster Recovery; Tiers; Cost vs value

  5. General Updates from Program Mgt. & Co-Chairs • Co-Chairs & PMs met to discuss High Level Metrics; For Infrastructure: • Time to deliver a service • Expressed as elapsed time • Focus s/b on end-to-end delivery to the customer • Needs to account for intra and inter-group communication, coordination, execution • Examples include: Time to provision a server, Time to deliver a desktop video setup (e.g. Movi), Time to provision a subnet • Time to resolve a problem • Expressed as elapsed time • Focus s/b on complete resolution of the problem as perceived by the customer • Needs to account for intra and inter-group communication, coordination and execution • Cost of service as compared to competitor services (Benchmarking) • Focus needs to be on apples-to-apples comparisons • Articulating service attributes (and the associated value) that can not be obtained from competitors is necessary • Cost of service over time (Internal Economics) • Expressed in terms of unit-cost w/ longitudinal data points • For commodity services, the focus needs to be on demonstrating increased efficiency at higher [service] participation levels resulting in a decrease in the per unit cost • Reliability and Availability of service • Expressed in terms that are meaningful to customers • Needs to account for services “bundling” and intra- inter-group performance • Customer Satisfaction with the service • Expressed as both quantitative and qualitative measures that are meaningful to customers • Data s/b obtained regularly and consistently so as to derive meaningful conclusions/trends and make necessary adjustments to services, delivery mechanisms, and/or metrics

  6. General Updates from Program Mgt. & Co-Chairs • General Updates from other Groups: Finance: • draft models are up on their isites – conducting a “pilot” now with email • General Updates from other Groups: HR: • Updated FAQs on isites • Received approval for the funding for (4) Senior roles (2 years from University, then new funding model) • Still working on Job families • Putting together a staff survey to “inventory” skills and identify “skill gaps” (@ April) • General Updates from other Groups: Steering Committee • 35% through organizational structure; More to share on March 23rd • Starting to give feedback on the service definitions • Infrastructure Overlap Mtg. with Client Services • held this morning; still need to schedule Video overlap meeting

  7. General Updates from Program Mgt. & Co-Chairs • Any Updates to the High Level Service Definitions due Friday: Susan & Eric to edit the master – any changes to service descriptions, let us know asap • Enhanced Service Definition Template coming out soon- this week • Sub-groups should be working on Required Resources/Skills Definition now (full templates due 3/9 ) • Review of all Service Definition Templates by Co-Chairs & PMs – then sent to Steering Committee 3/15 • Next week’s mtg: 3/9: Asking that all Subgroups prepare a summary presentation of their services for the group - Co-chairs & PMs to meet with Sue Walsh for review next week

  8. Questions? • Questions/Concerns??

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