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May 6, 2011 | Friday | 10:00 – 11:30am | 1414 Mass. Ave, 5 th Fl.

IT Services Transition Program Client Services Discussion Document. May 6, 2011 | Friday | 10:00 – 11:30am | 1414 Mass. Ave, 5 th Fl. Agenda. Transition Program Updates Web Portal Work – Scope and Timeline Updates Communications WG Updates

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May 6, 2011 | Friday | 10:00 – 11:30am | 1414 Mass. Ave, 5 th Fl.

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  1. IT Services Transition ProgramClient Services Discussion Document May 6, 2011 | Friday | 10:00 – 11:30am |1414 Mass. Ave, 5thFl.

  2. Agenda • Transition Program Updates • Web Portal Work – Scope and Timeline Updates • Communications WG Updates • Org Planning and Staff Transitioning Updates • Help Desk / Service Request Update • Business Process Redesign Templates • Next Steps

  3. Web Portal Work – Scope and Timeline Update • Because our current web development resources are committed to high-priority customer initiatives and the timeline requires full-time focus, we have engaged an outside expert in web solutions to assist with… • The analysis, high-level design, build, and implementation of… • For a “foundational launch” of our new web portal on 6/15, and • Analysis and advice for next steps beyond 6/15(both “easy” quick wins and more complex innovations to consider and plan for) • Two-phased approach starting this week; • The Chief Strategy Officer for IT will directly manage this team with strong oversight from the UCIO • Collaboration and good use of time with both CA and FAS web teams is a high priority critical success factor, and folks will be consistently brought along throughout the entire effort • Communications WG will play an instrumental role, too

  4. Web Portal Work – Scope and Timeline Update (continued)

  5. Communications WG Updates • Sarah O’Connell , New full-time PM for Communications WG • Full-time beginning 5/2 for next 6 months at least • Immediate priorities: • Proactively planning out key Transition Program communications needs for next 7-10 weeks • Preparing crisp clear talking points to WG Co-chairs and IT Managers • Getting the Comms WG iSite area up to date • Anything else? • Results from New IT Org Naming Contest • 20 individuals submitted over ~75 ideas • Comms Team has narrowed down the list to a “Top 7” • Harvard University Information Technology – HUIT • Harvard Information Technology Solutions – HITS • Harvard University Technology Solutions (or Services) – HUTS • Harvard University Technical Support and Services – HUTSS • Harvard Technology Solutions – HTS • Information and Communication Technology – ICT • University Information Services – UIS Please vote using your sticker

  6. Org Planning and Staff Transition Updates • Notice: All IT staff memo forthcoming from UCIO later today • Goal: to provide more detail on the staff transition process • Reminder: staff survey validations due to HR by COB this Friday, 5/6 • Key Dates: • By the end of May, the next 1-2 levels of the org chart will be defined in terms of business unit function (not names) – i.e., each of the 9 total service areas will have developed discrete business units within • 5/6 Friday: Manager Validation of All Staff Survey Data Complete; Admin IT; and IT Security • 5/9 Monday: IT Infrastructure • 5/13 Friday: All Staff Survey Data Analysis Complete (and ready for incorporation) • 5/19 Th: IT Finance, IT Administration, Academic IT (tentative) • 5/26 Th: Strategy & Planning (S&P), Client Services • 6/1* W: Share functional business unit detail and other details with Transition Team (* Note: date may change to 6/6 Monday due to 5/30 Memorial Day Holiday)

  7. DRAFT FOR DISCUSSION PURPOSES ONLY Client Services – Help Desk What’s Next? (post 6/15) • Review/update embedded tools • Extend cross-training to all Help Desk members • Further definition of handling/hand-off 6 Month Targets • Standardize hours (24x7) • Standardize call flow and incident management across entire Help Desk

  8. Client Services – Help Desk (cont) Work flow and hand-offs - Our success is dependent on our ability to successfully interact with every IT group within the organization. Work Flow Considerations • Triage procedure • Hand-off options • Warm hand-off • Call transfer • Remedy flow • Business hour routing versus non-business hour routing • Communications/escalation plan Target Business Units (supported today?) • Telecom/Video (partially) • NOC/SOC (supported) • Enterprise & Business Applications – (supported, review processes) • Desktop Support – (supported) • Technology Product Services (no current process) • FAS Admin IT (partially) • Non-IT Media Services (no current process) • Academic IT (supported)

  9. Business Process Redesign • Extended due date until 5/13 • Currently completing in sub-team sessions • Help desk standard service request and incident • Computer purchasing, computer hardware repair, purchase or get software • Account & access management, onboarding • Get a managed computer

  10. Next Steps • Help desk • Begin planning move and design for single number/email • Solidify hand-off information with other IT business units • BPR • Complete templates by 5/13? • Begin to tackle incident, problem, and change steering committee deliverables

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