IT Briefing

Thursday, October 18, 2007

UniversityTechnologyServices

IT BriefingINCIDENT MANAGEMENTCHANGE MANAGEMENTWEB HOSTINGLANDESK UPDATEREVISED DESKNET

CHARTEREXCHANGE UPDATE

KAREN JENKINS

JOHN ELLIS

AGENDA FOR OCTOBER 2007

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VARIOUS CTS UPDATES

Karen Jenkins

REMINDER – POWER OUTAGE SCHEDULED FOR THE NORTH DECATUR BUILDING DATA CENTER

• Numerous HealthCare and University services affected

• Sunday November 4th from midnight – 6:00am (6 hours total)

• Please refer to handout

ITIL TRAINING• Will be offering a one day awareness training

• Interested parties please contact cts-scm@emory.edu

• Stay tuned for date(s) and details

• Seating will be limited to first come first serve (about 5-10 seats)

quick updatesANNOUNCEMENTS

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BUILD ON TO EXISTING WORK AND FINALIZE REQUIREMENTS

• Working with Adelle Frank and company

• Volunteers send email to cts-webcomm@listserv.emory.edu

REQUIREMENTS SCOPE IS ENTERPRISE-WIDEINITIAL IMPLEMENTATION SCOPE TO INCLUDE SMALL

SUBSET OF SITES/PAGES (WWW.EMORY.EDU)HIGH LEVEL PLAN• Kick-off - late November

• Gather & finalize requirements - December

• Product selection - January

• Governance submission - Spring

upcoming initiativeCONTENT MANAGEMENT SYSTEM

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AGING REPORT SHOWS SIGNIFICANT OUTSTANDING INCIDENTS

TODAY INCIDENTS, PROBLEMS, CHANGES, AND WORK REQUESTS ALL WITHIN THE SAME MODULE

• Utilize Operational Categorizations to differentiate

• Problems or Incidents use Tier 1 of “Problem”

• For other general requests use Tier 1 of “General”

LINDA ELLIS WILL FILL THE ROLE OF INCIDENT MANAGER• Defining roles and responsibilities for this position

• Focus will be on UTS queues but will assist other teams as needed

• Defining response time goals for various types of requests

ALL PLEASE ASSIST BY MONITORING AND CLEANING UP YOUR QUEUES – RESOLVE OLD OUTDATED NON-APPLICABLE REQUESTS

incident managementQUEUE & CATEGORIZATION

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incident managementCURRENT AGING REPORT (ALL REQUESTS)

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School / Unit 3 days or less

3 weeks to 3 days

3 months to 3 weeks

Greater than 3 months

School of Medicine 18 73 96 185

Academic & Administrative IT 53 79 144 180

Development & University Relations 15 39 53 53

Business Management 3 6 18 42

Vice President for Finance 5 9 20 41

Campus Life Activities 2 6 15 34

Candler School of Theology 0 0 2 25

School of Law 2 6 20 20

Emory Healthcare 0 0 2 17

Network Communications Division 11 23 27 16

Emory College 7 30 32 12

NEW INTERNAL UTS PROCESS FOR CHANGE MANAGEMENT

TERMINOLOGY• Change Requester – Individual or department submitting a Request for

Change (RFC)

• Change Review Board (CRB) – Coordination & technical review/approval for medium risk RFCs

• Change Advisory Board (CAB) – Review/approval enterprise/high risk changes

• Emergency Change – Requires immediate implementation to correct a disruption or outage of service

• Standard Change – A pre-approved change that is low risk, relatively common and follows an established procedure

change managementNEW APPROACH

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change managementRISK ASSESSMENT

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Risk Level Description Notice Approver

1 & 2 Pre-approved Standard Change n/a Requester

3 Change is related to a single application or service and side-effects can be safely excluded

1+ week CRB

4 Change affects several applications or services; or a large number of users

2+ weeks CRB

5 Change affects a major part of the business-critical infrastructure

2+ weeks CAB

• UTS teams have completed a Risk Assessment for each service that identifies the Risk Level for common RFCs – minimum of 10 per service

FIRST PHASE UTILIZES EXISTING TOOLS (EMAIL & CM25)PROCESS INCLUDES NOTIFICATION OF ENTERPRISE

CHANGES VIA IT-ALERTALL RISK LEVEL 3,4, & 5 RFCS WILL BE POSTED ON CM25

(FORWARD SCHEDULE OF CHANGE) ROLLOUT• User Guide distributed to staff (10/26)

• Review processes with each UTS department (11/5 – 11/9)

• Go-Live (11/12)

ITERATIVE PROCESS – THE APPROACH WILL CONTINUE TO BE REFINED AS NEEDED!

change managementSCHEDULE

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web hostingJULIA LEON PLAYBOOK

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IT.EMORY.EDU GOING LIVE TODAY IN NEW ENVIRONMENT!

OTHER PILOT SITES TO BE ADDED AND TESTED NEXT WEEK

WORKING ON MIGRATION PLAN THAT WILL GROUP SITES LOGICALLY TO EASE BURDEN ON DEVELOPERS (SECURE.WEB)

MIGRATION GUIDE IS POSTED ON IT.EMORY.EDU/MIGRATION AND WILL BE UPDATED AS NEEDED – PLEASE CHECK THE WEBSITE FOR CURRENT INFORMATION

web hostingUPDATE

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BUILD ON TO EXISTING WORK AND FINALIZE REQUIREMENTS• Working with Adelle Frank and company

• Volunteers send email to cts-webcomm@listserv.emory.edu

REQUIREMENTS SCOPE IS ENTERPRISEINITIAL IMPLEMENTATION TO INCLUDE SMALL SET OF SITES/PAGES (WWW.EMORY.EDU)HIGH LEVEL PLAN• Kick-off late November

• Gather & finalize requirements December

• Product selection January

• Governance submission Spring

upcoming initiativeCONTENT MANAGEMENT SYSTEM

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NEW TEAM MEMBER

• Welcome Tom Armour!

TWO TRAINING DATES

• Week of October 22nd

• Week of October 29th

• Each unit planning to utilize LANDesk (core server or local server) must send at least one

representative to training or attend vendor provided training at one of LANDesk’s training

centers

WHSCAB SUPPORT NEED IMPACTED PROJECT SCHEDULE

• Revised date for Proof of Concept (November) – email coming soon with more details

• Revised date for production ready (December 10) – on this date schools/units can begin

utilizing core server to manage their environment

LANDeskUPDATE

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CURRENT CHARTER• Define and update campus desktop/laptop hardware and software

standards

EXPANDED SCOPE• PDA standards / recommended devices

• Remedy & LANDesk

• Identify, evaluate, and prioritize work requests

• Actively participate in test, acceptance, and proof-of-concept areas

• Define and document standards, policies, and procedures

• Research, investigate, and recommend continuous improvement areas (new modules, PDA support, etc.)

DeskNetREVISED CHARTER

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REVIEW MEMBERSHIP• One member from each school / unit – send email to cts-

scm@listserv.emory.edu

• Members empowered to represent business needs of their unit

• Members will be given tasks as well as assisting with priority setting

MEETING FREQUENCY• Increase to a monthly meeting – revisit as needed

FIRST CHARGE IS TO DOCUMENT AND DETAIL THE NEW CHARTER

DeskNetNEXT STEPS

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?Questions

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EXCHANGE UPDATES

John Ellis

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