IT Briefing Thursday, October 18, 2007 University Technology Services

IT Briefing I NCIDENT M ANAGEMENT C HANGE M ANAGEMENT W EB H OSTING LAND ESK U PDATE R EVISED D ESK N ET C HARTER E XCHANGE U PDATE K AREN J ENKINS J OHN E LLIS AGENDA FOR OCTOBER

VARIOUS CTS UPDATES Karen Jenkins

R EMINDER – POWER OUTAGE SCHEDULED FOR THE NORTH DECATUR BUILDING DATA CENTER Numerous HealthCare and University services affected Sunday November 4 th from midnight – 6:00am (6 hours total) Please refer to handout ITIL TRAINING Will be offering a one day awareness training Interested parties please contact Stay tuned for date(s) and details Seating will be limited to first come first serve (about 5-10 seats) quick updates ANNOUNCEMENTS 4

B UILD ON TO EXISTING WORK AND FINALIZE REQUIREMENTS Working with Adelle Frank and company Volunteers send to R EQUIREMENTS SCOPE IS ENTERPRISE - WIDE I NITIAL IMPLEMENTATION SCOPE TO INCLUDE SMALL SUBSET OF SITES / PAGES ( WWW. EMORY. EDU ) WWW. EMORY. EDU H IGH LEVEL PLAN Kick-off - late November Gather & finalize requirements - December Product selection - January Governance submission - Spring upcoming initiative CONTENT MANAGEMENT SYSTEM 5

A GING REPORT SHOWS SIGNIFICANT OUTSTANDING INCIDENTS T ODAY INCIDENTS, PROBLEMS, CHANGES, AND WORK REQUESTS ALL WITHIN THE SAME MODULE Utilize Operational Categorizations to differentiate Problems or Incidents use Tier 1 of “Problem” For other general requests use Tier 1 of “General” L INDA ELLIS WILL FILL THE ROLE OF INCIDENT MANAGER Defining roles and responsibilities for this position Focus will be on UTS queues but will assist other teams as needed Defining response time goals for various types of requests A LL PLEASE ASSIST BY MONITORING AND CLEANING UP YOUR QUEUES – RESOLVE OLD OUTDATED NON - APPLICABLE REQUESTS incident management QUEUE & CATEGORIZATION 6

incident management CURRENT AGING REPORT (ALL REQUESTS) 7 School / Unit3 days or less 3 weeks to 3 days 3 months to 3 weeks Greater than 3 months School of Medicine Academic & Administrative IT Development & University Relations Business Management Vice President for Finance Campus Life Activities Candler School of Theology00225 School of Law2620 Emory Healthcare00217 Network Communications Division Emory College

N EW INTERNAL UTS PROCESS FOR CHANGE MANAGEMENT T ERMINOLOGY Change Requester – Individual or department submitting a Request for Change (RFC) Change Review Board (CRB) – Coordination & technical review/approval for medium risk RFCs Change Advisory Board (CAB) – Review/approval enterprise/high risk changes Emergency Change – Requires immediate implementation to correct a disruption or outage of service Standard Change – A pre-approved change that is low risk, relatively common and follows an established procedure change management NEW APPROACH 8

change management RISK ASSESSMENT 9 Risk LevelDescriptionNoticeApprover 1 & 2Pre-approved Standard Changen/aRequester 3Change is related to a single application or service and side-effects can be safely excluded 1+ weekCRB 4Change affects several applications or services; or a large number of users 2+ weeksCRB 5Change affects a major part of the business-critical infrastructure 2+ weeksCAB UTS teams have completed a Risk Assessment for each service that identifies the Risk Level for common RFCs – minimum of 10 per service

F IRST PHASE UTILIZES EXISTING TOOLS ( & CM 25) P ROCESS INCLUDES NOTIFICATION OF ENTERPRISE CHANGES VIA IT - ALERT A LL R ISK L EVEL 3,4, & 5 RFC S WILL BE POSTED ON CM 25 (F ORWARD S CHEDULE OF C HANGE ) R OLLOUT User Guide distributed to staff (10/26) Review processes with each UTS department (11/5 – 11/9) Go-Live (11/12) I TERATIVE PROCESS – THE APPROACH WILL CONTINUE TO BE REFINED AS NEEDED ! change management SCHEDULE 10

web hosting JULIA LEON PLAYBOOK 11

IT.EMORY.EDU GOING LIVE TODAY IN NEW ENVIRONMENT ! O THER PILOT SITES TO BE ADDED AND TESTED NEXT WEEK W ORKING ON MIGRATION PLAN THAT WILL GROUP SITES LOGICALLY TO EASE BURDEN ON DEVELOPERS ( SECURE. WEB ) M IGRATION GUIDE IS POSTED ON IT. EMORY. EDU / MIGRATION AND WILL BE UPDATED AS NEEDED – PLEASE CHECK THE WEBSITE FOR CURRENT INFORMATION web hosting UPDATE 12

B UILD ON TO EXISTING WORK AND FINALIZE REQUIREMENTS Working with Adelle Frank and company Volunteers send to R EQUIREMENTS SCOPE IS ENTERPRISE I NITIAL IMPLEMENTATION TO INCLUDE SMALL SET OF SITES / PAGES ( WWW. EMORY. EDU ) WWW. EMORY. EDU H IGH LEVEL PLAN Kick-off late November Gather & finalize requirements December Product selection January Governance submission Spring upcoming initiative CONTENT MANAGEMENT SYSTEM 13

N EW TEAM MEMBER Welcome Tom Armour! T WO TRAINING DATES Week of October 22 nd Week of October 29 th Each unit planning to utilize LANDesk (core server or local server) must send at least one representative to training or attend vendor provided training at one of LANDesk’s training centers W HSCAB SUPPORT NEED IMPACTED PROJECT SCHEDULE Revised date for Proof of Concept (November) – coming soon with more details Revised date for production ready (December 10) – on this date schools/units can begin utilizing core server to manage their environment LANDesk UPDATE 14

C URRENT CHARTER Define and update campus desktop/laptop hardware and software standards E XPANDED SCOPE PDA standards / recommended devices Remedy & LANDesk Identify, evaluate, and prioritize work requests Actively participate in test, acceptance, and proof-of-concept areas Define and document standards, policies, and procedures Research, investigate, and recommend continuous improvement areas (new modules, PDA support, etc.) DeskNet REVISED CHARTER 15

R EVIEW MEMBERSHIP One member from each school / unit – send to cts- Members empowered to represent business needs of their unit Members will be given tasks as well as assisting with priority setting M EETING FREQUENCY Increase to a monthly meeting – revisit as needed F IRST CHARGE IS TO DOCUMENT AND DETAIL THE NEW CHARTER DeskNet NEXT STEPS 16

? Questions 17

EXCHANGE UPDATES John Ellis 18