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Status, OE Help Desk Initiative

Status, OE Help Desk Initiative. IT Services March 10, 2011. Agenda. Objective Updated Timeline Physical Relocation Update Project Resources Project Governance Progress to Date. Objective of Consolidated Service Desk.

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Status, OE Help Desk Initiative

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  1. Status, OE Help Desk Initiative IT Services March 10, 2011

  2. Agenda • Objective • Updated Timeline • Physical Relocation Update • Project Resources • Project Governance • Progress to Date

  3. Objective of Consolidated Service Desk “To provide elevated and expanded services while driving efficiencies through standardization, systems, tools and processes” “One Team Approach” to allow for transparency and quicker problem resolution through better collaboration and communication

  4. Updated Timeline • Project Kickoff – Mtg with CIOs – 1/6/2011 • Consultant – CSC – began work – 2/07/11 • PM – Anuj Chaudhary – started – 3/1/11 • Relocation construction complete – 3/7/11 • Campus moved to EP- 3/7/11 • Proposed Design Review Meeting – 3/17/11 • Finalize Design, Implementation Plan – 4/15/11 • Move SOM to EP – May 2011

  5. Updated Timeline(cont) • Reduce Help Desk staff by 2 – 6/30/11 • Add student support to Help Desk – Sept 2011 • Identify FTE requirements to support • Identify location on campus for drop in support • Complete consolidated Service Desk – 12/30/11 • Reduce Service Desk staff by another 4 FTEs

  6. Physical Relocation Update • Renovated to create one large open space • All cubicles identical and ergonomic • Adding SOM to Open Scape prior to move to EP

  7. Renovated Space

  8. Renovated Space

  9. Renovated Space

  10. Project Resources • Pete Kearney from CSC • Anuj Chaudhary – PM • Service Desk Consolidation • Service-now Implementation • Shelley McIntyre – Admin/analyst support

  11. Project Governance • IT Technology and Architecture Committee – Chair, Opinder Bawa • OE Help Desk Sub-Group – Julie Cox, Chair • Working on Project Charter • Working on representation • Working Group • Kevin Barney, Quinn Hearne, Darlena Torres, John Gingrich, John Chin, Dan Pucillo, Pete Kearney, Anuj Chaudhary

  12. Progress To Date • Hired Consultant and Project Manager • Renovated space and moved Campus • Completed 90% of customer/staff interviews • Met with Karen Butter to look at space for student drop-in • Set up Future State Design session • Posted FAQ for project on OE Website

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