Managed by UT-Battelle for the Department of Energy Oak Ridge National Laboratory Sheila Causby Bob Beane Helpdesk Consolidation

2Managed by UT-Battelle for the Department of Energy Enforcing Network Compliance – Stafford Update on Network Enhancements – Piercy Who’s Your System Administrator - Willoughby 30,000 foot IT strategy Consolidate IT Staff Application Transformation 2007 IT Governance & Standards Cyber Security Revitalization Advanced Windows Operating System Imaging and Deployment – DeGuira Lessons Learned in Implementing SCCM – Cunningham Change Management/Control in the SAP Environment – Scoggins Central Helpdesk Standardization and Consolidation – Causby/Beane Enhancing Communications through Unifying – Depp IT University – Overby Sharepoint as ORNL Portal - Begovich

3Managed by UT-Battelle for the Department of Energy Third-Party Solutions Web Service Orientation Web Service Orientation Defender Microsoft Forefront Windows XP (PointSec) Windows XP (PointSec) Office 2003 Clients Windows Vista (BitLocker) Windows Vista (BitLocker) Office 2007 Clients Office SharePoint Portal Office SharePoint Server 2007 Portal My site Search Workflow Business Data Catalog Excel Services Form Services Office SharePoint Server 2007 Portal My site Search Workflow Business Data Catalog Excel Services Form Services Exchange Server 2007 Exchange Server 2003 SQL Server 2005 SQL Server Reporting Services SQL Server Information Services SQL Server Analytical Services SQL Server 2005 SQL Server Reporting Services SQL Server Information Services SQL Server Analytical Services Visual Studio Team Foundation Server Visual Studio 2008 Visual Studio Team Foundation Server Visual Studio 2008 System Center Configuration Manager Live Meeting 2007 Office Communication Server 2007 Virtual Earth AgilePoint BPMN AgilePoint BPMN SAP Line of Business Apps. Line of Business Apps. Custom Web Parts Other O/S Macintosh OSX, Leopard Macintosh OSX, Leopard Office 2008 VoIP

4Managed by UT-Battelle for the Department of Energy History  Our Past  Dispersed staff  Non-IT personnel administering systems  Minimal standards – s/w or h/w

5Managed by UT-Battelle for the Department of Energy IT Reorganization  October 2006  Centralization/Staff Consolidation  IT work now done by IT staff  Standards developed  New Cyber Security requirements

6Managed by UT-Battelle for the Department of Energy New Stuff  Service Desk Express  24 X 7 support  ITIL beginnings

7Managed by UT-Battelle for the Department of Energy Procedures Random documents SharePoint, Wiki, Blogs Knowledge Base & Standard Format

8Managed by UT-Battelle for the Department of Energy Standards  Computer Hardware –Contracts –warranty  Handheld  Software Images –Windows –Apple –Linux

9Managed by UT-Battelle for the Department of Energy Helpdesk Services  Routine IT support –Open a ticket  Phone   Web  Walk-in  Remote tools  Loaner equipment for international use  Tokens  Computer ordering  Handheld purchasing  Encryption coordination  Defense in Depth (Cyber Security)

10Managed by UT-Battelle for the Department of Energy What Worked  Metrics  Procedure Improvements  Customer Satisfaction  VIP Service

11Managed by UT-Battelle for the Department of Energy What We’d Do Different  Operators as helpdesk agents  Call Routing system  24 X 7 Support

12Managed by UT-Battelle for the Department of Energy Lessons Learned  Robust ACD is essential  Business rules (plans) in place early leads to better data for metrics to follow ITIL guidelines

13Managed by UT-Battelle for the Department of Energy Looking Ahead  Knowledge Base update  24 X 7 scope  Problem/Trend tracking & intra-group communication  Change Management

14Managed by UT-Battelle for the Department of Energy Questions???