7/6/2018 Harvard Phone Update March 8th, 2015.

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Presentation transcript:

7/6/2018 Harvard Phone Update March 8th, 2015

Agenda Update on Harvard Phone program (hand-out) Operations plan development Plan development process Operations assumptions

Operations Plan – Development Process Plan will detail the service and support models for the operations of the Harvard phone service (post conversion). It is a key input into rate model development and will cover: roles & responsibilities, tools, processes, and key service management elements. Operations Vision – target April Initial development from to-date planning Review draft with Harvard Phone Executive Committee Deep dive with Admin & Support Sub-Group (validate group members) Operations Plan – target late May Covers: full operations plan with explicit deliverables Development in tandem with review of vision Deep dive with Admin & Support Group Sub-Group Trial with HUIT Early Adopters

Harvard Phone Operations Planning Key Assumptions 7/6/2018 Harvard Phone Operations Planning Key Assumptions To support the Harvard Phone vision and reduce service costs, the operating model will be simplified and updated to leverage self-service and existing IT service models. Current Future Service Model User has no ability to manage services or create requests Service contact is responsible for all ordering, feature requests, communications, and financial management of service Services are ‘a la carte’ and contacts make all provisioning decisions from a menu of options Support Model Centralized and dedicated to phone services Billing & Administration Detailed accounting and management with capabilities to bill departments like a phone company Service Model User will receive standard packages and will manage features via self-service Service contact role will be simplified, approval of non-standard services, management of non-people phones, and service audits Services are bundled with 3 or 4 simple options Support Model Updated to utilize distributed network, help desk, and field support Billing & Administration Simplified accounting and billing FY2015 FY2016 FY2017 Create operations plan Create transition support team Create rate model Use transition support team for pilot and early adopters Begin to execute operations plan with HUIT direct groups After conversion, sites will move to standard support Will begin to work with schools for distributed support

Administration & Support Sub-Group members Harvard Business School (HBS)   Harvard School of Public Health (HSPH) Jean Donabedian, jean_donabedian@hbs.harvard.edu, 617-495-6414 (Centrex) Chris Cahill, ctcahill@hsph.harvard.edu, IT Jeff Lee, jeff_lee@hbs.harvard.edu, IT Harvard Medical School (HMS) & Harvard School of Dental Medicine (HSDM)   Harvard Law School (HLS) Jason Obedzinski, jason_obedzinski@hms.harvard.edu, Director of Client Services Tammie Lombardo, Tammie_lombardo@hls.harvard.edu, IT Becky Andreasson, randreas@law.harvard.edu, 617-496-2177, (Centrex) Others? Harvard Kennedy School (HKS) Francisco Ventura, Francisco_ventura@harvard.edu , 617-495-8950, Centrex Steve Locke, Steve_Locke@hks.harvard.edu, IT Executive Committee Sue Walsh (Chair) Graduate School of Design (GSD) Don Oppenhiemer, Paul Williams, Pratike Patel,  Mary Ann Bradley, Chris Pringle, Taso Markatos, Amy Nostrand, Bud Minahan, Katie Kilroy,  Susan DeLellis Deborah Grohe, dgrohe@gsd.harvard.edu, 617-496-1243 (Centrex) Hal Gould, hgould@gsd.harvard.edu, 617-496-9642 (Assistant Director, Computer Resources) Graduate School of Education (GSE) Linda Cyr, linda_cyr@gse.harvard.edu, 6174953410, (Centrex) (Bob Phillos is back up) Peggy Callinan, peggy_callinan@gse.harvard.edu, 6174960657, (Sr. Director, Research and Infrastructure Technology)