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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