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Project ICE Department Coordinator Meeting September 20, 2007, 9:30am 11:00am Maxwell Dworkin, Rm. 119 V

9/6/2012. UIS Project ICE! . 2. Where We Are to Date. Over 1,000 users migrated from CaMail to ICE! thus far - @ 2,000 to goLarge groups migrated include:AA

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Project ICE Department Coordinator Meeting September 20, 2007, 9:30am 11:00am Maxwell Dworkin, Rm. 119 V

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    1. 9/7/2012 UIS Project ICE! 1 Project ICE! Department Coordinator Meeting September 20, 2007, 9:30am – 11:00am Maxwell Dworkin, Rm. 119 Visit our Website at www.ProjectICE.harvard.edu for more information Visit our Website at www.ProjectICE.harvard.edu for more information

    2. 9/7/2012 UIS Project ICE! 2 Where We Are to Date Over 1,000 users migrated from CaMail to ICE! thus far - @ 2,000 to go Large groups migrated include: AA&D, ADG, OAS, Pres. Office & Affiliates, Faculty Club, VPA, VPF, RAD, Laspau, OTD, Neiman, GSD, parts of UIS, HRES Outlook Training Take-rate, currently over 70% Migrations have gone very well overall Challenges with desktop migrations thus far: What’s really on the desktops (data collection) – dealing with one-off machines Some people have a large amount of mail and many shared mailboxes (time to convert) Working around customer’s schedules and last minute changes

    3. 9/7/2012 UIS Project ICE! 3 Lessons Learned thus Far Set user expectations upfront, communicate and document End user training is KEY to acceptance – Some folks have asked for “Advanced Outlook Training” User data is more visible in the Exchange GAL – people are sensitive to it – recommend updating Directory information prior to migrations & educate on how to do this Educate on SPAM handling Post migration support is critical – having DLS available to groups on site next day and helpdesk trained with good triage/reporting process for trouble tickets has proved extremely helpful The change in HR process resulting from Auto-provisioning/de-provisioning of accounts is HUGE!

    4. 9/7/2012 UIS Project ICE! 4 New Information & Next Steps Mid-Project ICE! End User On-line Survey just released -sent out to CAIT customers for feedback on the project, process & service; How can we make it better going forward? Please encourage participation in this survey (survey can be anonymous) – We’ll have a readout at a future meeting.  http://poll.icommons.harvard.edu/poll/taker/pollTaker.jsp?poll=1-6234-01908 New Documentation posted on ICE! Website! More to come - SPAM Handling ICE! Mail Storage & Quotas Desktop Password Policy DLS Migration Documents ICE! Survey Link Ongoing Tuning to the ICE! and AD systems Migrations scheduled out until end of year – Goal is to have all CaMail mail migrations complete by calendar year end Starting Meeting Maker Calendar conversion planning – will convert all calendars over a weekend after mail migrations are complete; intention is to take 12 -18 months worth of data. Not everything will migrate over perfectly – we’ll be communicating specifics in upcoming sessions.

    5. 9/7/2012 UIS Project ICE! 5 Some Reminders for All ICE! Users Continue to call the Helpdesk with issues and log Remedy tickets – the history is very helpful to us and allows us to continually improve our process Users who wish to change their “Official Name” to appear as such in the ICE! GAL must go to their Payroll HR contact (WDU contacts cannot change Official Name). WDU contacts can change “Listing Name” only, which may or may not address a user’s concern with how their name appears in the GAL Be sure to check your JUNK Mail folder often for any mail you may want Explore on your own! There are many very good Outlook information sites and help resources available for the more advanced & daring users! http://office.microsoft.com/en-us/outlook/FX100647201033.aspx http://www.slipstick.com/outlook/ol2003/newfeatures.htm http://www.exchangenewsgroups.net/ In addition, we find the on-line help within Outlook itself to be excellent:  F1 Function Key Visit www.projectICE.harvard.edu for more information

    6. Effective SPAM Management in ICE! Presented by: David Gipstein

    7. 9/20/07 - Presented by David Gipstein 7 Agenda Best Practice: Deploy a Multi-Layer Secured Messaging approach What’s New in ICE! End-to-End SPAM Processing: de-ICE!d Spam is Annoying - What to do? Questions?

    8. 9/7/2012 UIS Project ICE! 8 What’s New in ICE! Server-side filtering: Mail delivered to 1 of 2 folders Legitimate e-mail delivered to Inbox Folder SPAM delivered directly to system provided Junk E-Mail Folder Common experience in Outlook / Entourage / OWA / Mobile End user control Custom Lists: Safe Senders / Safe Recipients / Blocked Senders Custom Block Lists: International Domains / Language Encodings Outlook Client Filtering Links disabled; Blocked external content (web beacons); anti-phishing measures

    9. 9/7/2012 UIS Project ICE! 9 End-to-End SPAM Processing: de-ICE!d

    10. 9/7/2012 UIS Project ICE! 10 SPAM is Annoying - What to do? Check your Junk Folder regularly and delete spam messages If subject contains [SUSPECT SPAM] the server tagged it and placed it in your Junk folder If subject does not contain [SUSPECT SPAM] the client moved it to your Junk folder Utilize end-user filter controls in Outlook / OWA / Entourage: Add addresses & domains to your safe sender list Add addresses & domains to your blocked senders list Add mailing list addresses to your safe recipients list Adjust your Outlook client filtering level: None, Low (default), High Lock down CALists to authorized senders only Avoid words that might be on anti-spam keyword lists Always send messages with a subject line Do not reply to spam – even to try and unsubscribe yourself Be careful where you use your e-mail address Attend CWD client training classes SPAM tuning is an art - Report problematic messages & behavior to the help desk for investigation

    11. 9/7/2012 UIS Project ICE! 11 Effective SPAM Management in ICE! Questions? Thank you!

    13. 9/7/2012 UIS Project ICE! 13 Preparation Brown Bags - Invited in ICE staff to talk to department and answer questions. Hand Holding – Face to face with everyone to make sure they know what is going on and whether they have any questions Training - Make the training mandatory Follow up Brown Bag option if there are any remaining questions or concerns.

    14. 9/7/2012 UIS Project ICE! 14 Things to Consider Prior to Migration Shared email accounts – Bring them to the attention of ICE staff. Shared logins – Student, temp, general logins are a thing of the past. Laptops – Have them on site Servers – Network access

    15. 9/7/2012 UIS Project ICE! 15 Living With ICE Email Archives: We implemented Connected DataProtector software right after migration to protect against lost archives. New Hires: Set expectations and work schedule to accommodate the 1-2 day start up for new hires to receive email and network access Shared Email: Email archiving can not be shared

    16. Migration Experience - Faculty Club Scott Aldort Information Systems Manager, Faculty Club

    17. 9/7/2012 UIS Project ICE! 17 Context Many other changes in conjunction with migration Roaming users & shared computers No MeetingMaker, laptops, or PDA’s 25 users total, different usage patterns 2 shared mailboxes All POP prior to migration All Eudora email was stored on file server Migrated July 4th week when Club was closed new computers, new domain, new file server, DLS, new drive mappings new computers, new domain, new file server, DLS, new drive mappings

    18. 9/7/2012 UIS Project ICE! 18 Preparation Email communication Started 3 weeks prior to migration, 1 email per week About Outlook (what to expect) What to expect during migration Attend training Clean up email New credentials New policy prohibiting automatic forwarding of mail outside Harvard Meetings with workgroups and DLS Training Held classes @ CWD just prior to migration Not required Presented as “single most important thing you can do” to be successful Everyone went Communication: Didn't have a lot to say before a few weeks prior to migration Communication: Didn't have a lot to say before a few weeks prior to migration

    19. 9/7/2012 UIS Project ICE! 19 Challenges & Lessons Learned Before Migration Stress around cleaning up/organizing mail Trash widely used as active folder Post-Migration People that were on vacation during migration Shared mailboxes and workflow initially confusing Setting vacation message in Outlook MS Word merge-to-email – set email format to HTML to avoid virus warning Roaming users and stationary archives Client-side junk mail filtering ? a few false positives, requires monitoring Looking Ahead Expecting mail management to become a challenge as mailboxes fill up Cleaning up/organizing: A lot of people use Trash as an active folder People who don't know how to organize themselves won't know how to organize their email Cleaning up/organizing: A lot of people use Trash as an active folder People who don't know how to organize themselves won't know how to organize their email

    20. 9/7/2012 UIS Project ICE! 20 Suggestions for Success Communicate often and set expectations! Present email cleanup as a set of manageable tasks Delete obvious things like jokes and attachments users know they don’t need Empty trash (or it will be emptied for you during migration) As a last resort, rename Outbox to “Outbox – Old” and start fresh! Have a strategy for shared mailboxes Use flags Folder structure Move into personal email Strategy will depend on work environment Don’t forget contractors or others who don’t “belong” to a machine On-site support (i.e. hand-holding) for a couple of days afterwards “Beyond the basics" follow-up training, brown-bag lunch, etc. Cleaning up email: Shared folders: use flags, folder structure, pull into personal; depends on work environment Cleaning up email: Shared folders: use flags, folder structure, pull into personal; depends on work environment

    21. 9/7/2012 UIS Project ICE! 21 Account Provisioning, Policies and Timelines Molly Baird

    22. 9/7/2012 UIS Project ICE! 22 What is Account Provisioning? Automated account creation based upon relationship with Harvard Employee Student Contractor/Consultant/Vendor What does “current” mean? Start date is “today” or in the past End date is “empty” or in the future Helpdesk cannot override this process

    23. 9/7/2012 UIS Project ICE! 23 Current relationship A current “employee role” does not show up in the Directory until that person’s start date. What is the impact? Several steps are performed by the Helpdesk and DLS to prepare a new employee’s account and hardware New employees may not be able to log onto their computers or get their email on their first day

    24. 9/7/2012 UIS Project ICE! 24 Timing: PeopleSoft During Normal Operations: In PeopleSoft today, in Active Directory tomorrow… …but not before start date! New Employees appear in GAL on day 2 or 3, depending on Outlook GAL sync timing. PeopleSoft synchronizes once a day, overnight Job title changes New employee roles Terminations/Separations/Job extensions Changes to personal title (Mr, Ms, etc.) Department changes

    25. 9/7/2012 UIS Project ICE! 25 Timing: WDU WDU synchronizes 4 times/day 7:45am, 12:15pm, 5:15pm, overnight Official email address changes (required for ICE email account) Listing name (Last, First in GAL) Privacy changes

    26. 9/7/2012 UIS Project ICE! 26 Timing is Better! October 25th PeopleSoft Still will update once day, overnight WDU replaced by MIDAS MIDAS updates are nearly instantaneous Account/email provisioning timing greatly improved

    27. 9/7/2012 UIS Project ICE! 27 Even Better! …future Provisioning release Configure system to see future-start date jobs New/future employees will show up in the system the day after HR inputs their job-data into PeopleSoft Helpdesk and DLS can get them pre-staged with account access prior to arrival on campus Coding changes still pending, unknown release date.

    28. 9/7/2012 UIS Project ICE! 28 What can DCs do to help? Still fill out helpdesk “New User” form as soon as you know you have a new hire coming. CRITICALLY IMPORTANT if this new employee requires new hardware!! Help find other things to do on Day 1: Orientation, tours, meetings, etc. Help educate HR and hiring managers about the provisioning process

    29. 9/7/2012 UIS Project ICE! 29 Account Provisioning, Policies and Timelines

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