April 6, 2011 | Wednesday | 10 – 11:30am | 6 Story St., 1 st Fl.

1. IT Services TransitionTransition Team Biweekly Program Briefing April 6, 2011 | Wednesday | 10 – 11:30am | 6 Story St., 1st Fl.

2. Program Snapshot (Cathy Cho Yoo) The Next 11 Weeks (Cathy Cho Yoo) Key Focus Areas Staff Transition Process (Anne Margulies, Kelly Imberman) Goals and Guiding Principles Process Details: Inputs, Outputs, and Timeline Upcoming Staff Survey Exercise (Vaughn Waters) Follow-up Items Related University-wide Updates (Anne Margulies) New Org Name (Mary Ann O’Brien) New Org Values Workshops (Kelly Imberman) Agenda

3. Program Snapshot We are here (Week 14 of 24) • New IT Organization • Mission, Vision, Values • New IT Service Catalog • 12-mo Implementation Plan, including: • Basic Interim Processes • IT Funding Framework • Common Job Families • Comms. Strategy + Tools

4. The Next 11 Weeks Updated Integrated High-level Workplan(preliminary) 4/6 DRAFT Program Area WK14*4/4-8 WK154/11-15 WK16*4/18-22 WK174/25-29 WK18*5/2-6 WK195/9-13 WK20*5/16-20 WK215/23-27 WK22*5/31-6/3 WK236/6-10 WK24*6/13-17 I. Org Design + Build • Draft new IT org mission, vision, and values Finalize + “launch” new org values Conduct org values workshops • Develop new IT org name Finalize and approve ‘Visual Identity’ Prepare for rollout of new brand in top 2-3 priority areas (e.g., new website, storefront, other key real estate) Draft Creative Brief Conduct naming contest Ann-ounce • Develop new org branding Clarify ‘grey areas,’ incl. detailed dynamics • Design new org structure Design + build major bus. units (@Dir + SrMgmt levels) Conduct team building exercises as needed II. Service Delivery • Identify + define customers’ service needs Engage CIO Councilon Svc Catalog Obtain Round 2 (R2) customer input IT Infra Client Svcs Acad IT Admin IT • Identify, define, categorize, + refine services Finalize all IT services (incl. editorial refinements) • Design, build, test, + launch new website + svc catalog Validate scope, approach, assumptns Build wireframes + new IA Migrate / re-write / re-direct content as needed Test functionality + usability Confirm priority basic interim processes Design new basic interim processes(incl. roles + responsibilities – R+R) Confirm R+R @ indivownershp level; Conduct major change mgmt / comms efforts (incl. awareness + “training”) • Plan for transition Document current state, holdovers + imprvmtopps III. Foundational Support Design new funding model framework + supporting process(es) Advisor + SteerComm reviews; Incorporate feedback Draft 12-mo Implementation Plan + Exec Summary Submit + present plan to necessary stakeholders • IT Finance Conduct staffsurvey Rvw responses w/ Mgrs Analyze workforce data + map staff per demand + priorities Communicate mappings • IT HR To be refined per above WG milestones + communications needs… • Program Communications

5. As part of implementation planning, we must focus on 3 key customer-facing processes that are critical to our success on 6/15: Service Request Management Incident Management Problem Management The Next 11 Weeks More on Process Design May add Change Management – stay tuned… • As such, please take the next 2-3 weeks of WG meeting time to document the current ways we manage these processes as described in this document:

6. Next 11 Weeks More on Process Design (continued)

7. Minimize staff anxiety Actively demonstrate fairness and objectivity through a clear workforce transition process that is clearly driven by business needs, priorities, functions, and skill sets (and not ‘who you know’!) Maintain the utmost care, professionalism, and sensitivity; watch out for inadvertent signals that may allude to subjectivity or lack of process Staff Transition ProcessGoals and Process Goal: To Communicate and Reaffirm Our Commitment to… … a Workforce Transition Process that is: • Objective • Data-driven • Fair 1 2 3 Area Assignments Mgmt Structure, Design, and Roles Appoint or Post • HR WG initial mapping • 4/18-22 Staff Survey • ‘Trust, but Verify’ validation approach • Data analysis • Service catalog (i.e., needs / demand) • Leading practices • Chief + MD respective visions • Skillset identification • Thoughtful communications (throughout all steps)

8. Staff Transition ProcessRevisiting Upcoming Staff Survey Goals, Process, and Key Dates Goals • To improve our understanding about the work being done by staff, related skillsets, and customer demand for services • To incorporate this improved understanding into the design of our new service delivery model that will help meet our customers’ needs Process • Not evaluative; just counting • 360° transparency with all stakeholders • Individual employee empowerment • Not the only data point Key Dates • Kickoff: 4/18, Monday • Completion: 4/22, Friday (1 week) • Analysis, incl. Managers Validations: 4/25, Monday – 5/20, Friday (4 weeks) • Plan and Communicate: 5/23, Monday – 6/10, Friday (3 weeks)

9. Staff Transition Process10 Survey Questions and Response Formats

10. Q&A

11. Follow-up Items • Related University-wide Updates (Anne Margulies) • New Org Name (Mary Ann O’Brien) • New Org Values Workshops (Kelly Imberman)

12. Thank You – Stay Tuned for More Until Next Time http://isites.harvard.edu/transition