1 / 7

IT Services Transition Weekly Client Services Working Session

IT Services Transition Weekly Client Services Working Session. February 25, 2011 | Friday | 10:00am – 11 : 00am. Transition Program Updates General Update Customer Feedback – Round 1 Co-chairs have met with some customers this week Research Review

hinda
Download Presentation

IT Services Transition Weekly Client Services Working Session

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. IT Services TransitionWeekly Client Services Working Session February 25, 2011 | Friday | 10:00am – 11:00am

  2. Transition Program Updates General Update Customer Feedback – Round 1 Co-chairs have met with some customers this week Research Review Master Services List Review Posted on iSite, Co-Chair comments have been added Sub-team working time / Homework Deadlines and Deliverables for the Next 2 Weeks Continue completing service description drafts Agenda 2

  3. Transition Program Updates • Foundational working group updates • Communications: iSite updated with “All Staff” communications, updated FAQs based on town hall feedback on iSite. • Finance: Firming up funding options and beginning validation using a sample service. • HR: Continuing work with Steering Committee • Steering Committee: Continued work on organization planning. • 1st draft of Service Catalog is being reviewed by Steering Committee • Round 1 Customer Input is underway across groups

  4. Customer Feedback Review • Meeting occurred last week, within both FAS and the center • Very positive feedback overall • Common themes • Relationship building • Customer empowerment

  5. Research & Benchmarking • While conducting your own research: • Be specific (e.g., “Best practices for service desk”) • Be relevant. Make sure that your research matches the environment that we're in. • Look at research on performance metrics and key performance indicators (KPIs) • Metrics: • For high-level, the steering committee is looking for 1-3 qualitative (or customer experience) metrics to measure each service • Additional operational level metrics can be defined as needed • Gartner meetings and conference call

  6. Master Services List Review Compiled master service list sent to Steering Committee Still under review, but preliminary adjustments were made Co-chairs and PMs have reviewed and made comments on these adjustments This list is undergoing iterative review Defining “sub”-services as needed Identifying and describing missing services

  7. 2 Week Outlook / Homework • Review the entire list of services, do you see any grey areas? • Grey area reviews upcoming for Security and Infrastructure • Additional service descriptions due: • Two “new” services for definition: • Administrative Consulting • Administrative Media Services • Additional definition of sub-services for: • CS1: Strategic IT Procurement / Mgmt Services • CS4: Service Desk / Computing Support Services • CS8: Desktop Management Services • Continue to refine service descriptions based on feedback and research

More Related