1 IT Transition Team Infrastructure Workgroup Kickoff January 5, pm-3pm Infrastructure Team isites:

2 Agenda Introductions Overall Program Structure and Goals Roles & Responsibilities –Co-chairs –Program Management Support –Work team members Work team Goals and Expected Key Outputs Total Service Delivery Model and Guiding Principles Working Assumptions Brainstorm Exercise: Develop list of infrastructure services Homework & Next Steps

3 Agenda Introductions - All

Overall Transition Program Structure and Goals December INFRASTRUCTURE Data centers Storage Network Telecom Video ADMINISTRATIVE IT Enterprise apps FAS Admin Identity manage- ment Web ACADEMIC IT Classroom technology Web-assisted instruction Student apps Innovative pedagogy SECURITY Enterprise info security policies Security technologies CLIENT SERVICES Desktop/LAN support Helpdesk Desktop HW/SW procurement Instructional tech support Local applications SERVICE DELIVERY FOUNDATION FINANCE HUMAN RESOURCES COMMUNICATIONS KEY GOALS Enable strategic investment and use of IT Redirect resources to highest and best purpose Elevate level of service excellence

Transition Team Organization (Working Definition—Team Membership Subject to Change) November Paul Bergen Joe Bruno Bob Cahill Jay Carter Eric D'Souza Leo Donnelly Ellen Gulachenski Christian Hamer Jane Hill John Jurus Penny Kaligian Jacques Laflamme Katherine MacRostie Kishan Mallur Steve Rivers David Sobel Jane Sulkin Noah Selsby Katie Vale Vaughn Waters INFRASTRUCTURE Co-Chairs Joe Bruno Jacques Laflamme ADMINISTRATIVE IT Co-Chairs John Jurus Katherine MacRostie Program Mgt: Noah Selsby Jeff Lazarus ACADEMIC IT Co-Chairs Katie Vale Paul Bergen SECURITY Co-Chairs Jay Carter Christian Hamer CLIENT SERVICES Co-Chairs Bob Cahill David Sobel FINANCE / FACILITIES Co-Chairs Penny Kaligian Vaughn Waters FINANCE / FACILITIES Co-Chairs Penny Kaligian Vaughn Waters HUMAN RESOURCES / ITL / PM Co-Chairs Penny Kaligian Vaughn Waters HUMAN RESOURCES / ITL / PM Co-Chairs Penny Kaligian Vaughn Waters COMMUNICATIONS Co-Chairs Ellen Gulachenski COMMUNICATIONS Co-Chairs Ellen Gulachenski TRANSITION TEAM Charge Define mission, vision, values, name Oversee working groups WORKING GROUPS Charge Define services needed by faculty, staff, students Define service delivery model Define resources required Program Mgt: Susan DeLellis Eric D’Souza Program Mgt: Karen Slaton Program Mgt: Liz Eagan Program Mgt: Katie Kilroy Program Mgt: Laurie Gamble Program Mgt: tbd Program Mgt: tbd

Roles and Responsibilities December Co-chairs Joe Bruno Jacques Laflamme Program Managers Susan DeLellis Eric D’Souza Technical expertise guidance Team building Working session preparation Quality management Overall coordination – Within respective workgroup and across all workgroups Overall design approach Structure, process, tools Working session preparation and facilitation Progress, issues, risks management * Co-leadership * * Joint Partnership * Working GroupTeam Members (You!) Identify customer needs Define corresponding IT services & required resources Meet / exceed both program and workgroup goals Define scope and timing of provisioning Identify known critical path dependencies Work together as teams; think “what’s possible”

Workgroup Team Goals and Expected Key Outputs December Our GoalsExpected 6/15 Outputs Look ahead to new era of IT as a Harvard priority Define what services will be needed by faculty, staff, students Define delivery model and high level resource mix for each service (skills and hours) New Organization, Mission, Vision, Values, Name, and Structure – New culture defined – New leadership team in place – Everyone understands their place in the new structure New Service Catalog* HR, Finance, Space, Tools defined 1-Year Implementation Plans* (to support new organization) * Note: Red italics denotes the outputs the workgroups will produce.

Total Service Delivery Model Architecture & infrastructure components are only one piece of the Total Service Delivery Model (albeit a critical piece) High Quality Service incorporates a number of key components Periodic review and updates to the Service Delivery Model is key Customer/Market Requirements and Service Definition Architecture, Security & Access Planning/ Implementation Operational & Support Model Definition/ Implementation: Provisioning, Helpdesk/repair, Monitoring, Reporting, Funding Models, Billing Communications & Training Plan: Presentations to University groups, Print materials, Web sites, Customer Portals, use of real-time tools Technology Review: Customer Surveys/feedback & Refresh/New Technology Planning Strategic Development of Services Delivery Model 8 Components to keep in mind as we think about Services and Service Delivery

9 Guiding Principles – Infrastructure Workgroup –Available – All infrastructure components are capable of supporting a full range of application/services SLAs –Flexible – Components enable higher level services to change and move easily in response to new demand –Scalable – components can easily and effectively grow to meet new demand for services –Integrative – Components fit well together thereby enabling seamless operation at all layers of the technology stack –Extensible – New functionality can be introduced quickly and easily as customer demand requires –Enabling – Architectures and components are perceived as effective building blocks for (and add clear value to) higher level services –Efficient/Effective – All infrastructure components are based on industry standards and collectively form a cohesive foundation that can be managed at a reasonable cost –Secure – All infrastructure components work together to create an acceptable information security posture for all data, information, and computing assets –Green – All infrastructure components contribute to campus GHG emissions targets and other sustainability programs

10 Guiding Principles – Infrastructure Workgroup (Continued) –Service Delivery Excellence: Infrastructure Services are planned and executed with the Total Service Delivery Model in mind: addressing all components of service delivery from customer requirements to architecture/security planning & implementation to operational/support –Customer Service: All infrastructure services are built, executed and supported with the customer at the core of our thinking and response –Teamwork: Infrastructure services comprises the contributions from all individuals, leading to a stronger and higher quality service than one planned in isolation. –Innovation: Infrastructure services will be industry leading services with breakthrough innovations – even if it means cannibilizing existing products/services. –Out-of –the-Box Thinking: Infrastructure services will be developed with a clean, fresh perspective, using out-of-the-box thinking and models and spawning a new and improved organizational culture.

Brainstorming Breakout Session: Working Assumptions and the ‘Big Picture’ December Working Assumptions All decisions tie to our overarching goals: –Strategic for the long-term Enable strategic investment and use of IT –Efficient Redirect resources to highest and best purpose –High-quality Elevate level of service excellence Future services should not be bound by current constraints (e.g., fee-for-service funding) Moving to common solutions (90% rule: don’t design for the exception; exceptions will be approved at a high-level (UCIO)) May require multiple ‘tiers’ (e.g., staff vs. student ) Service Catalog Concept WHAT?TO WHOM?WHEN? Services Univ. -wide CA/FAS Other Schools Today Next 1-2 Yrs Infrastructure TBD … Administrative TBD … Academic TBD … Security TBD … Client Services TBD … On 6/15, we will have defined in a service catalog, what services our new IT organization will provide, to whom, and by when -Illustrative-

Brainstorming Breakout Session (continued): Whiteboard December What IT services do our customers need? StudentsFacultyAdministration

13 Homework and Next Steps Review content– provide additional feedback Review list of services from the brainstorm session – provide additional ones that we may have missed Review the NSS Services Portfolio (on the IT Infrastructure Team isites): Co-Chairs to prepare a straw-man proposal for sub-working teams to be discussed at the next meeting (1/12) for …. –Data Centers –Storage –Network –Telecom –Video

14 Questions/Comments? Thank you!