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IT Services Transition Weekly Client Services Working Session

IT Services Transition Weekly Client Services Working Session. April 22, 2011 | Friday | 11: 00am – 1:00pm. Transition Program Updates Service Definition Feedback Business Process Redesign Updates Business Process – Current State Documentation

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IT Services Transition Weekly Client Services Working Session

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  1. IT Services TransitionWeekly Client Services Working Session April 22, 2011 | Friday | 11:00am – 1:00pm

  2. Transition Program Updates Service Definition Feedback Business Process Redesign Updates Business Process – Current State Documentation Critical Success Factors for June 15 Agenda 2

  3. Transition Program Updates • Town halls completed for this week; follow-up memo next week. • New org name rolling out to all IT staff going out today; • 1 week to submit ideas, poll/voting to follow. • Staff survey next week. • At least, by 6/15 everyone will know which unit they work in. • New organization values focus groups underway • 5 of 8 focus groups completed w/ 66 participants • 3 remaining sessions on 4/26 • Scoping out new organization website initiated • Drafting the “About Us” web content underway.

  4. Service Definition Feedback Dean Mike Smith saw the Client Services definition document, and was very impressed with it. The Client Services definition document was presented as a sample to the IT Visiting Committee; they too were impressed.

  5. Business Process Redesign Updates • Building a strong understanding of current processes: • Build a thorough, honest, accurate understanding of both sides of the legacy organization. • Ensure the future state processes we “rapid-prototype” in May carries over the best from both worlds • Begin identifying and getting ready for key changes for which we must manage actively through training, communications, and socialization. • What are the short list of significant changes for 6/15 that we will have that improve the customer experience?

  6. Business Process – Current State Documentation • Capture (at a high level) the current processes for: • Incident Management • Service Request Management • Problem Management • Change Management • Stay at a higher level: • How would your describe your current processes to your counterpart? • The templates are not meant to be sequential. • Focus on documenting tools, points of contact, and decision points. • Think of it from the “front end”, and what can be implemented for 6/15. • These documents are for us to understand each others processes • We will use these to make sure the Transition goes smoothly

  7. Critical Success Factors for June 15 • How will things work on June 15? • Think of intake: “One phone number, if you are an FAS customer press 1, if you are a central administration customer press 2.” • Think of hand-off between internal units. How would a CA service request that came in to FAS get handed off to the right business owner? • Identify the handful of “quick wins” that could be easily executed for June 15. • Focus on documenting the key tools, decision points, inputs, and outputs.

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