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Desktop SHow toReduce MaintainingClient
Featuring Boston UIT Help Ce
Welcome! This sessionfeatures polling.
For the best experience:1. Install the Poll Everywhere
app on your mobile device2. Choose “ ’m Participating ” 3. Enter “budesktop” in the
“join a presentation” field. Texting and Tweets will also be
response options.
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IT Help Center
Service Desk Desktop ServicesClassroom
Technology Services
Information Services & Technology(IS&T)
Jill Beckman
Assistant Director,Desktop Services
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LET’S GET STA
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COMMUNICA
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WHAT IN WHAT O
WHO HOW
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Apples are shiny.
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Colleagues,I write to update you on the Desktop Support ereview and nextsteps… We will strive to move the service level for desand laptop machines to a standard where there least 225 machines per FTE professional.We will propose alternative support models forwith support efficiencies below this standard.In all cases of staff reductions, we will work toto identify alternate positions at BU for which tmember may bequalified…
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IS&T
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CURRENT STA
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A centralization strategy that preserconcept of locally situated staff, whgrouped into physical zones for:• teamwork• cross-training• efficiency
What is Clustering
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New Team!SARDARSMG
SED ITCentral Deskto
LEGEND
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Increases the value add of the locinteractions that are so importantour community’s culture.
Enables smaller organizational uand management who can alsocaout meaningful relationshipmanagement dutieswith clients.
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East Cluster
LeadLead
Manager
DSS 1 DSS 2 DSS 3
DSS 4 DSS 5 DSS 6
DSS 7 DSS 8 DSS 9
DSS 10 DSS 11 DSS 12
DSS 13
Central Cluster
LeadLead
Manager
DSS 1 DSS 2DSS 3 DSS 4
DSS 5 DSS 6
DSS 7
We
M
DD
D
Assistant Director, Desktop Servi
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STAKEHOLD
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A POSITIVE OU
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Increase collaboration between IT tand stakeholders
Give schools and departments a“translator” for navigating IS&T ser
Be Positive!
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One IT = Simpler for Clients
Team coverage= Clients can alwayssupportClustering= Clients see friendly fac
Be Positive!
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Career Enrichment= New things to
Tiered structure = Room to Grow
Be Positive!
Technical Track•I, II, III, Sr.
Management Track•Lead, Manager, Assistant Director
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IT management= Mentors for teamOne Team= Colleagues can collaborand solve problems together
Improved Communicationleads tostandardization and efficient suppor
Be Positive!
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COMMUNICATINSTAFF
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BUILDING THE
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Soft Skills•Good judgment
•Leadership•Communication•Discretion
Technical Skills•Active Directory•Mac Operating Systems•Mobile devices•Certifications
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Almost there… GO-LIVE PRE
[Central] [West] [East]
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[Central] Christian/Jill/Brent/Jared
Meet with DougMeet with RobMeet with EmilyMeet with DarrylMeet with Tim
Christian/JillMeet with TracyMeet with Mike
[West] Jill/Kyle
Meet with MattMeet with RonMeet with Joe
Jill/Kyle/JohnMeet with Jason &GregMeet with CarmellaMeet with Josh
David/KyleMeet with Mike
[East] Jill/Mark/Barbara
Meet Meet Meet Meet wMeet Meet wDrisMeet wTeri
Jill/MarkMeet wJoe an
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BUA: BU AcademyCFA: College ofFine Arts
CGS: College ofGeneral Studies Devel
Alum
FIN: Office ofthe Senior VicePresident Chief
Financial Officer& Treasurer
LAW: School ofLaw
SAR: SargentCollege of Healthand
RehabilitationSciences
SEDEd
SMG: School ofManagement
SSW: School ofSocial Work
BUPD: Boston
University PoliceDepartmentSTH
T
MATH: Dept. ofMath & Statistics
MUG: TheLibraries
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REMOTE SUPP
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MEASURING RESULTS
0
1
2
3
4
5
6
583
109
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Reduced 10Desktop Support Pos
~$750,000in Savings
Assets Supported by Desktop S
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Assets Supported by Desktop S
Desktop Services Ticket Vo
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Desktop Services Ticket Vo
5919
6137
0
5000
10000
15000
20000
25000
30000 FY'13: 12,056
12
12
0
5000
10000
15000
20000
25000
30000 FY'14: 2
= Service Requ= Incidents
Ticket Increase = 108%
Service Desk Ticket Volu
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Service Desk Ticket Volu
= Service Requ= Incidents
Ticket Increase = 78%
20
35
0
10000
20000
30000
40000
50000
60000 FY'14: 5
11748
19839
0
10000
20000
30000
40000
50000
60000 FY'13: 31,587
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“Sincethe clustering, we have receivlot of good feedback from Faculty Staff in regards to improved service.now don't have to hope for our IT pto be available to solve an immediatneed, only send an email to IThelp
know that there is a group of peoplethere supporting us.”
- Kevin, School of Theology Client Represe
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“The service the law school receives froDesktop Services isvery good . We also be
from having IS&T staff in place who arefamiliar with issues in other schools andcolleges, and who haveexisting relationswith central IS&Tcolleagues…Wewould nhave been able to successfully manage th
[building renovation] project without beto occasionally leverage the support ofadditional Desktop Services staff.Thanksthe extraordinary effort this past year!”
- Liz, School of Law Client Representative
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“As spread out and decentralized asdepartment has become, with the adof Sourcing & Procurement and SpPrograms specifically,the clusteringinitiative, in my opinion, has enhanour Desktop Support platform.”
- David, Finance (VPFA) Client Representat
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“The Desktop Services Clustering Ihas provided a broader base of suppfor the Libraries and more closely lthe Libraries' technology support toexisting and emerging IS&T initiati
- Jack, BU Libraries Client Representative
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