Harvard Phone CIO Council Update June 1, 2017 Thursday 2-3:30pm Smith 561

Agenda Objectives Implementation Dashboard Program Status Communication: Harvard Phone Newsletter Lessons Learned: “Operationalizing” the business Program Serivce and Operations Updates Next Steps Appendix: Migration Schedule

Harvard Phone Program Objectives 8/26/2018 Harvard Phone Harvard Phone Program Objectives Reduce legacy infrastructure & lines Offer simple service packages Empower schools and users w/self-service tools Simplify provisioning & billing models

Program Dashboard (current as of May 25, 2017) 8/26/2018 Harvard Phone Our Program Goal: 21,200 6,339 30%

Program Status Harvard Phone Goal Accomplishments Challenges Reduce Legacy Infrastructure Over 980 legacy lines disconnected thus far Represents approx. $ 285,000 customer savings/yr. Time to review inventories Submitting disconnect requests Basic, Office, Jabber Only, Call Coverage, Conference All inclusive with voicemail, usage and features Negotiated additional set discounts - $ 250k savings Easy for customers to order Customer profile mix has changed Fewer Basic & Soft phone deployments Majority Office deployments (90%) Offer Simple Service Packages Empower schools & users w/self-service tools Service Now deployed for school phone administration – Incidents & Requests End user Account portal deployed for instantaneous feature changes Lengthy development of tools with Verizon, Cisco and Voss Service Now license cost Balancing “old” vs. “new” way of doing things – changing the culture Implementing billing changes Operationalizing new support model Accounting for restricted funds Simplify provisioning & billing models Tub level billing Service Now provisioning Streamlined school provisioning contacts Set inventory pooling model

Harvard Phone Communication Bi-monthly communication to CIO’s and executives to inform on Harvard Phone News, events, status and Lessons Learned

Lesson’s Learned- “Operationalizing” the schools Harvard Phone Process should have started earlier for non-HUIT supported schools Planning a CIO and Executive leader luncheon for June Highlight the “operationalizing” of Harvard Phone and lessons learned from the Law school migration(s). Pratike has agreed to help facilitate the meeting and share his “to-do’s” Financial Created new Telecom org to manage VOIP and HLS Telecom going forward Centralized all the unrestricted funds spent at HLS on phones including lines to stay on analog (Used FY16 as amount to move) into new org Created annual simple chargeback model for restricted groups that ties to rent process Developed a cost model to support service going forward for the school (direct and indirect costs brought in) Agreed CFO and CIO would revisit budget savings after 18 months to see what to do with it Organizational Centralized all telecom responsibilities within HLS including removing responsibilities from Facilities Hired net new FTE to manage phone end points and integrated into team that handles computers and on/off boarding Implemented simple new policies to manage phone costs, eligibility for services (e.g. Jabber for critical union staff and flex work accommodations), who/what get phones,… Operational Moved entire campus to POE Tied phones into existing processes that are user add/modify/deletes Implemented Level 1/2 support including self provisioning 

Harvard Phone Program Service & Operations Updates HMS Planning in progress for Harvard Phone rollout HSPH kick-off meeting held on May 24th Service Now Administration Requests module released and training in progress for migrated schools & departments Distributed GL Code and reference fields in place for school use New Harvard Phone User Account Portal “Quick Reference Guide” describing “top 4 how-to-do’s” complete and posted on program website: http://phone.harvard.edu/files/huit-uc/files/accountportal-qrg-harvard_02_28_17.pdf Reminder to submit disconnect orders for Centrex lines no longer required

Next Steps Harvard Phone CIO Council: THANK YOU for your time today. Directional alignment- Are we on track? Are there any changes you would recommend? Are we doing the right things: communicating, training, engagement? THANK YOU for your time today.

Harvard Phone CIO Council Update Appendix

Harvard Phone: High Level Schedule 8/26/2018 Harvard Phone: High Level Schedule Harvard Phone