10/21/2010 Jack Schmidt

Agenda  Safety  Recognition  Division  Department  Monthly Topic – SOS Vision

Safety  Watch construction areas  Report on safe work areas

Recognition  You Make IT Happen John Galvan ○ Recognized by BSS for Customer Service Jack, Thought I would drop you a note to say what a pleasure it is working with John Galvan. He is a diligent worker who demonstrates that caring for the customer is not a bad thing. Currently he is setting up new computers for users in BSS. We have a wide diversity of applications being used in BSS and John goes out of his way to make certain that everything works on the users new PC as well as it did on the old one, if not better. We have been rolling out Windows 7 on most of these machines and John has helped us make the transition as smooth as possible. Sometimes good work goes unnoticed so I wanted to make sure you knew how much I appreciate working with John. Thanks, Frank Cesarano

Division  Budget Adjustments  Reviews/Goals  ITNAs  Nov 9 th Computer Security Day Looking for talks

Division  MTTR Changes

Department  Welcome: Brian McKittrick Waylon Meadors Chuck Hoffman Mike Congleton  Cookie Caucus 10/29, 3pm Need volunteers for treats, set-up…  Users Center Outing 10/29, 5pm

Department  Department SharePoint Site lt.aspx lt.aspx  Desktop Support Survey How are we doing baseline?  Training Customer Communications Technical areas

Department  Top Projects Symantec AV JAMF/CASPAR Review Printserver Replacement Windows 7 Rollout ○ Plan : Nov-Dec ○ Build/Test: Dec-Jan ○ Deploy: Jan-May

Department Vision  Our Mission The mission of the SOS Department is to provide efficient resolutions to daily challenges, enhance the productivity of the FNAL community, and to empower our desktop and mobile device users. We achieve this by providing customer focused, single point of contact for quality IT services and support.  Our Slogan SOS: Your IT Lifeline (need a logo!)

Department Vision

 The SOS department was formed to be one team working to enhance the services to our end users  Focus on two critical areas: Production Assurance End User Experience

Department Vision  Production Assurance Ensure we are operating consistently Clear sight of problem areas Right people, processes, and technologies to improve our service delivery capabilities

Department Vision  End-User Experience One team with one mission ○ Increase end user satisfaction with our services Insulate frustration from end users Stay positive Deliver world-class customer service

Department Vision  End-User Communication guidelines: A phone call is better than every time. Make sure you note the phone call in the work log Provide each end user with the ticket number you are addressing so it is clear which incident is being worked Make sure that all actions are documented in the ticketing system so the end user does not experience “repeating” themselves

Department Vision  End-User Communication guidelines: Provide each user with a time that you will follow up. Use Meeting Maker whenever possible. Note the date and time in the ticket. Always provide end-users with a follow-up path for each incident – even if that is calling the service desk again Provide end-users with information about how all of CD is working together to solve their issue Whenever possible, “warm transfer” the end user to the group who can resolve the issue when you cannot

Department Vision  I am counting on each of you to support our transformational efforts!  Discuss with your manager any concerns you may have as we continue to make the improvements  Remember, our focus is to increase operational excellence and day-to-day performance!

Questions? Comments?