Expanding Service Availability for Improved Outcomes: A Path to 24/7 Support

1. A Path to 24/7 Support Expanding Service Availability and Improving Outcomes Date: 03/27/2018 EdgeRock Technology Partners (a CDI Company) & Massachusetts Institute of Technology (MIT)

2. Introduction Eric Marquis EdgeRock Technology Partners (a CDI company) Solutions Partner, Higher Education Email: eric.marquis@cdicorp.com Phone: (978) 995-3446 Matthew Wollman Massachusetts Institute of Technology Service Desk Manager Email: mwollman@mit.edu Phone (617) 715-xxxx EdgeRock Technology Partners proprietary information. Use or dissemination without prior consent is strictly prohibited.

3. Table of Contents • Overview of MIT • Assessing the current State • Identifying the opportunities • Selecting a Partner • Service Transition Approach • Outcomes Achieved • Lessons Learned • Questions? EdgeRock Technology Partners proprietary information. Use or dissemination without prior consent is strictly prohibited.

4. Overview of MIT Massachusetts Institute of Technology Cambridge, Massachusetts Technology Organization: Information Service & Technology (IS&T) • Support Community • 46K User accounts • 12,600 Faculty/staff & 11,500 Students • Large Orgs (DLCs) have own IT Departments • Multi-tier support Level 1 -3 & deskside EdgeRock Technology Partners proprietary information. Use or dissemination without prior consent is strictly prohibited.

5. Assessing the Current State • Poor reputation • No established service levels • Long response and time to resolution • Limited availability of support • Decentralized support org. Current State EdgeRock Technology Partners proprietary information. Use or dissemination without prior consent is strictly prohibited.

6. Identifying The Opportunities • 24/7 support for global programs • Improved agility & customer experience • Increased service availability & reach • Established quality standards & service levels • Enable focus for onsite support & value-add projects • Consolidate Institute’s IT Support spending Outcomes Current State Assess Opportunities

7. Selecting a Partner • 24/7 US based support • Experience in Higher Education • Personalized service tailored to MIT • Introduce process structure & best practices • Elevate quality to support customer journey Current State Assess Opportunities Select Partner EdgeRock Technology Partners proprietary information. Use or dissemination without prior consent is strictly prohibited. EdgeRock Technology Partners proprietary information. Use or dissemination without prior consent is strictly prohibited.

8. Service Transition Approach • After-hour & weekend support • Build relationships and trust • Assimilate into the culture • Consistent performance & quality • Gradually transition support to a 24/7 partnered model Service Approach • Assembling the team • Onsite governance & presence • Team building & integration • Developing structure & playbook • Communication • Joint quality management • Establishing service levels Keys to Transition Current State Assess Opportunities Select Partner Plan/Design/ Transition EdgeRock Technology Partners proprietary information. Use or dissemination without prior consent is strictly prohibited. EdgeRock Technology Partners proprietary information. Use or dissemination without prior consent is strictly prohibited.

9. Outcomes Achieved • Introduced first 24/7 service • Expanded availability of services • Integrated technical support teams • Increased adoption of service by IT partners • Established joint quality of service & aligned Current State Assess Opportunities Select Partner Plan/Design/ Transition Results Achieved?

10. Lessons Learned • Selecting the right team • Proper governance and sponsorship • Clearly defining future state & org. structure • Joint commitment to quality management • Greater buy-in from institute leadership EdgeRock Technology Partners proprietary information. Use or dissemination without prior consent is strictly prohibited.

11. Ticket Count and Days to Resolution EdgeRock Technology Partners proprietary information. Use or dissemination without prior consent is strictly prohibited.

12. Survey Improvements EdgeRock Technology Partners proprietary information. Use or dissemination without prior consent is strictly prohibited.

13. Joint Quality Assurance Success Standard EdgeRock Technology Partners proprietary information. Use or dissemination without prior consent is strictly prohibited.

14. Workplace Services – Service Desk CDI provides white glove end-user support solutions through onshore, ITAR compliant delivery centers, that are flexible and scalable - Service-as-a-Service • End user satisfaction of 90% or more • Cost of support reduced 30% or more • First Call Resolution 87% of higher • Performance metrics exceed industry averages • Professional support analysts with high retention • HDI-certified and ITIL-based processes • US-based 24x7 Service Centers • Blended, Shared and Dedicated Service Models • On-site/ Remote Desk Side Support • Scalable to fit demand volumes

15. Workplace Services – Service Desk • MANAGED SERVICES • 24 x 7 support • Incident, problem, request, knowledge, and change management • Full contact management (Phone, E-Mail, Chat) • Web watching capable • Remote support • Walk-in Center & Kiosks • Level 1 & 2 support • Shared, dedicated or custom support models • Onshore ITAR compliant • Metrics & Analytics • Custom reporting and dashboards • Service portal integration • Network Operations Center • ITSM & Collaboration platforms Dispatch Support Self Service, L1, L2, L3 Advanced Technology Support Tools & Capabilities • CONSULTING SERVICES • Transitioning to 24 x 7 support • Streamlining Service Desk Procedures • IT Support Centralization VIP and White Glove Support On-Site Deskside Support Centralized service that can be customized to your needs Walk-in Support Measurement & Analytics