Information Technology at Emory Client Services Client Services Development Overview

Information Technology at Emory Information Technology Division Technical Services Agenda Review CSD’s Responsibilities Discuss Communication Model Discuss Software Server Requirements Discuss Tech Professional’s Tab Discuss Orientation Program

Information Technology at Emory Information Technology Division Technical Services Client Services Development Mission Statement Provide high quality responsive technical services and facilitate communication between Technical Services and the Distributed Local Support community Call Center Distributed Local Support Systems CSD

Information Technology at Emory Information Technology Division Technical Services The Functional Team Karen Jenkins Charles Denard Tommy Stripling Al Shelton Craig Myers Open TBD

Information Technology at Emory Information Technology Division Technical Services CSD Roles & Responsibilities Communication to/from Distributed Local Support Software Server management Magic application management Local Support for AIS DeskNet chair Tier II escalation Consulting services for DLS CS web-site lead Create & maintain self-service database Develop & maintain ITD Orientation Programs

Information Technology at Emory Information Technology Division Technical Services DLS Communication Model Goals –Proactively communicate –Collaborate –Foster universal “IT Team” culture Vehicles IT Briefing DeskNet Listserv’s Notifications, FYIs/SIRs/etc.  Tech Professional’s Tab on new ITD Web-Site  School/Department IT Meeting

Information Technology at Emory Information Technology Division Technical Services Objective – IT Briefing Discuss, collaborate, and present enterprise technologies Subject Matter Experts present leading edge technology Update Distributed Local Support community on ITD initiatives

Information Technology at Emory Information Technology Division Technical Services Objective – DeskNet Reviews/recommends desktop technology Cross-organizational teams –Sub-committees convene to discuss focused projects and technology Sub-committees identify specific action items and responsibility to committee members Examples: Anti-Virus, SPAM, hw & sw recommendations, Browsers, etc.

Information Technology at Emory Information Technology Division Technical Services Objective – LISTSERV’s Post questions and answers relating to specific technology areas Distribution mechanism to communicate updates and meetings via

Information Technology at Emory Information Technology Division Technical Services Our Request … Client Services Development Team Lead attend department level meetings Educate central IT on emerging department specific technologies Update central IT on Distributed Local Support contacts Inform central IT on newly deployed/updated technologies Constructively discuss issues and concerns Objective - DLS Meeting

Information Technology at Emory Information Technology Division Technical Services Sample Agenda Organizational/department overview –What departments do you support –What is your IT organizational chart –Contact names and numbers Review technical infrastructure –OS type and est. desktops –OS type and est. servers –Unique (non-ITD) & enterprise apps –Network overview (connections, IP addresses, etc.) Current IT projects and initiatives Current IT challenges (internal and with ITD) Overview of IT vision and strategic direction Current support process –Internal –Escalation to call center/ITD Magic application use –Current use –Future use –Training requirements –Comments/input Input and suggestions to improve ITD services

Information Technology at Emory Information Technology Division Technical Services Tech Professional’s Tab Location on new ITD Website specifically for Emory IT professionals How/what would be beneficial? –Top ten recommendations to secure your environment –??

Information Technology at Emory Information Technology Division Technical Services Communication Frequency IT Briefing DLS Meeting Tech Professionals Tab DeskNet Listserv, FYIs, SIRs Other(s)?  Monthly  Quarterly  Population just beginning  As needed  As required CSD Contact: Karen Jenkins

Information Technology at Emory Information Technology Division Technical Services Software Server Brainstorm on goals, requirements, capabilities, etc. Desktop Software Emory Online (EOL) Meeting Maker Symantec Simple GUI interface to allow users to simply select the product name and/or icon

Information Technology at Emory Information Technology Division Technical Services Consulting Services

Information Technology at Emory Information Technology Division Technical Services ITD Orientation Develop ITD Orientation Programs for: –Distributed Local Support –ITD –HR Provide program on quarterly basis Thoughts?

Information Technology at Emory Information Technology Division Technical Services ? Questions