May 6, 2011 | Friday | 10:00 – 11:30am | 1414 Mass. Ave, 5th Fl.

IT Services Transition ProgramClient Services Discussion Document

Agenda

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1. Transition Program Updates

• Web Portal Work – Scope and Timeline Updates

• Communications WG Updates

• Org Planning and Staff Transitioning Updates

2. Help Desk / Service Request Update

3. Business Process Redesign Templates

4. Next Steps

Web Portal Work – Scope and Timeline Update

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• Because our current web development resources are committed to high-priority customer initiatives and the timeline requires full-time focus, we have engaged an outside expert in web solutions to assist with…

• The analysis, high-level design, build, and implementation of…

• For a “foundational launch” of our new web portal on 6/15, and

• Analysis and advice for next steps beyond 6/15(both “easy” quick wins and more complex innovations to consider and plan for)

• Two-phased approach starting this week;

• The Chief Strategy Officer for IT will directly manage this team with strong oversight from the UCIO

• Collaboration and good use of time with both CA and FAS web teams is a high priority critical success factor, and folks will be consistently brought along throughout the entire effort

• Communications WG will play an instrumental role, too

Web Portal Work – Scope and Timeline Update (continued)

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Phase 1: Initial Rapid 2-week Planning Effort

Phase 2: Implementation of New Web Portal

• High-level current state assessment of web content in new IT organization, including the identification of ‘quick wins’ for 6/15 (regarding IA build and actual static content migrated)

• Preliminary future state IA (3-4 levels

• Overall implementation strategy and corresponding workplan, including approaches for:– IA implementation and content migration– Implementing a mobile version of the new

portal– Implementing necessary redirects (2-3 levels

down only)–Managing ‘broken links’–Tagging content to support optimal

discoverability–Meeting legal Federal §508 accessibility laws–Conducting preliminary usability testing

• Execution of overall implementation strategy and corresponding workplan (developed in Phase 1)

• Post-6/15 launch, the identification of opportunities for near-term and longer-term enhancements

Communications WG Updates

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1. Sarah O’Connell , New full-time PM for Communications WG Full-time beginning 5/2 for next 6 months at least

Immediate priorities:

– Proactively planning out key Transition Program communications needs for next 7-10 weeks

– Preparing crisp clear talking points to WG Co-chairs and IT Managers

– Getting the Comms WG iSite area up to date

– Anything else?

2. Results from New IT Org Naming Contest 20 individuals submitted over ~75 ideas

Comms Team has narrowed down the list to a “Top 7”

1. Harvard University Information Technology – HUIT

2. Harvard Information Technology Solutions – HITS

3. Harvard University Technology Solutions (or Services) – HUTS

4. Harvard University Technical Support and Services – HUTSS

5. Harvard Technology Solutions – HTS

6. Information and Communication Technology – ICT

7. University Information Services – UIS

Please vote using your

sticker

Org Planning and Staff Transition Updates

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• Notice: All IT staff memo forthcoming from UCIO later today Goal: to provide more detail on the staff transition process

• Reminder: staff survey validations due to HR by COB this Friday, 5/6

• Key Dates: By the end of May, the next 1-2 levels of the org chart will be defined in terms of

business unit function (not names) – i.e., each of the 9 total service areas will have developed discrete business units within

–5/6 Friday: Manager Validation of All Staff Survey Data Complete; Admin IT; and IT Security

–5/9 Monday: IT Infrastructure

–5/13 Friday: All Staff Survey Data Analysis Complete (and ready for incorporation)

–5/19 Th: IT Finance, IT Administration, Academic IT (tentative)

–5/26 Th: Strategy & Planning (S&P), Client Services

–6/1* W: Share functional business unit detail and other details with Transition Team (* Note: date may change to 6/6 Monday due to 5/30 Memorial Day Holiday)

Client Services – Help Desk

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Help Desk – Target Complete 6/1

Customer Changes

‘Back of the House’ Changes Open Design Considerations

Single phone number &

email posted for help an all IT Services to the new web-

site

1. Co-locate the UIS & FAS Help Desks in the Science Center (6/1)

2. Phone & email design and provisioning

3. Establish/update work-flow processes with other IT business units

4. Cross-train sub-set of staff to triage single number/email

1. Hours of operation of the new phone number and email

2. Level of cross-training and initial call/email handling

Updates to existing

customer touch-points

4. Re-branding on existing recordings, signatures, etc

5. Standardize help-desk greeting

4. Depth of re-branding (outgoing email: no, signature: yes)

5. Remedy modifications to standardize tracking

DRAFT FOR DISCUSSION PURPOSES ONLY

What’s Next? (post 6/15)

• Review/update embedded tools

• Extend cross-training to all Help Desk members

• Further definition of handling/hand-off

6 Month Targets

• Standardize hours (24x7)

• Standardize call flow and incident management across entire Help Desk

Client Services – Help Desk (cont)

Work Flow Considerations

• Triage procedure

• Hand-off options

– Warm hand-off

– Call transfer

– Remedy flow

• Business hour routing versus non-business hour routing

• Communications/escalation plan

Target Business Units (supported today?)

• Telecom/Video (partially)

• NOC/SOC (supported)

• Enterprise & Business Applications – (supported, review processes)

• Desktop Support – (supported)

• Technology Product Services (no current process)

• FAS Admin IT (partially)

• Non-IT Media Services (no current process)

• Academic IT (supported)

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Work flow and hand-offs - Our success is dependent on our ability to successfully interact with every IT group within the organization.

Business Process Redesign

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• Extended due date until 5/13

• Currently completing in sub-team sessions• Help desk standard service request and incident• Computer purchasing, computer hardware repair, purchase or get

software• Account & access management, onboarding• Get a managed computer

Next Steps

• Help desk

– Begin planning move and design for single number/email

– Solidify hand-off information with other IT business units

• BPR

– Complete templates by 5/13?

• Begin to tackle incident, problem, and change steering committee deliverables

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