May 6, 2011 | Friday | 10:00 – 11:30am | 1414 Mass. Ave, 5 th Fl. IT Services Transition Program Client Services Discussion Document

Agenda 2 1.Transition Program Updates Web Portal Work – Scope and Timeline Updates Communications WG Updates Org Planning and Staff Transitioning Updates 2.Help Desk / Service Request Update 3.Business Process Redesign Templates 4.Next Steps

Web Portal Work – Scope and Timeline Update 3 Because our current web development resources are committed to high- priority customer initiatives and the timeline requires full-time focus, we have engaged an outside expert in web solutions to assist with… The analysis, high-level design, build, and implementation of… For a “foundational launch” of our new web portal on 6/15, and Analysis and advice for next steps beyond 6/15 (both “easy” quick wins and more complex innovations to consider and plan for) Two-phased approach starting this week; The Chief Strategy Officer for IT will directly manage this team with strong oversight from the UCIO Collaboration and good use of time with both CA and FAS web teams is a high priority critical success factor, and folks will be consistently brought along throughout the entire effort Communications WG will play an instrumental role, too

Web Portal Work – Scope and Timeline Update (continued) 4 Phase 1: Initial Rapid 2-week Planning Effort Phase 2: Implementation of New Web Portal High-level current state assessment of web content in new IT organization, including the identification of ‘quick wins’ for 6/15 (regarding IA build and actual static content migrated) Preliminary future state IA (3-4 levels Overall implementation strategy and corresponding workplan, including approaches for: – IA implementation and content migration – Implementing a mobile version of the new portal – Implementing necessary redirects (2-3 levels down only) – Managing ‘broken links’ – Tagging content to support optimal discoverability – Meeting legal Federal §508 accessibility laws – Conducting preliminary usability testing Execution of overall implementation strategy and corresponding workplan (developed in Phase 1) Post-6/15 launch, the identification of opportunities for near-term and longer-term enhancements

Communications WG Updates 5 1.Sarah O’Connell, New full-time PM for Communications WG  Full-time beginning 5/2 for next 6 months at least  Immediate priorities: – Proactively planning out key Transition Program communications needs for next 7-10 weeks – Preparing crisp clear talking points to WG Co-chairs and IT Managers – Getting the Comms WG iSite area up to date – Anything else? 2.Results from New IT Org Naming Contest  20 individuals submitted over ~75 ideas  Comms Team has narrowed down the list to a “Top 7” 1.Harvard University Information Technology – HUIT 2.Harvard Information Technology Solutions – HITS 3.Harvard University Technology Solutions (or Services) – HUTS 4.Harvard University Technical Support and Services – HUTSS 5.Harvard Technology Solutions – HTS 6.Information and Communication Technology – ICT 7.University Information Services – UIS Please vote using your sticker

Org Planning and Staff Transition Updates 6 Notice: All IT staff memo forthcoming from UCIO later today  Goal: to provide more detail on the staff transition process Reminder: staff survey validations due to HR by COB this Friday, 5/6 Key Dates:  By the end of May, the next 1-2 levels of the org chart will be defined in terms of business unit function (not names) – i.e., each of the 9 total service areas will have developed discrete business units within – 5/6 Friday: Manager Validation of All Staff Survey Data Complete; Admin IT; and IT Security – 5/9 Monday: IT Infrastructure – 5/13 Friday: All Staff Survey Data Analysis Complete (and ready for incorporation) – 5/19 Th: IT Finance, IT Administration, Academic IT (tentative) – 5/26 Th: Strategy & Planning (S&P), Client Services – 6/1* W: Share functional business unit detail and other details with Transition Team (* Note: date may change to 6/6 Monday due to 5/30 Memorial Day Holiday)

Client Services – Help Desk 7 Help Desk – Target Complete 6/1 Customer Changes ‘Back of the House’ ChangesOpen Design Considerations Single phone number & posted for help an all IT Services to the new web- site 1.Co-locate the UIS & FAS Help Desks in the Science Center (6/1) 2.Phone & design and provisioning 3.Establish/update work-flow processes with other IT business units 4.Cross-train sub-set of staff to triage single number/ 1.Hours of operation of the new phone number and 2.Level of cross-training and initial call/ handling Updates to existing customer touch-points 4.Re-branding on existing recordings, signatures, etc 5.Standardize help-desk greeting 4.Depth of re-branding (outgoing no, signature: yes) 5.Remedy modifications to standardize tracking DRAFT FOR DISCUSSION PURPOSES ONLY What’s Next? (post 6/15) Review/update embedded tools Extend cross-training to all Help Desk members Further definition of handling/hand-off 6 Month Targets Standardize hours (24x7) Standardize call flow and incident management across entire Help Desk

Client Services – Help Desk (cont) Work Flow Considerations Triage procedure Hand-off options –Warm hand-off –Call transfer –Remedy flow Business hour routing versus non-business hour routing Communications/escalation plan Target Business Units (supported today?) Telecom/Video (partially) NOC/SOC (supported) Enterprise & Business Applications – (supported, review processes) Desktop Support – (supported) Technology Product Services (no current process) FAS Admin IT (partially) Non-IT Media Services (no current process) Academic IT (supported) 8 Work flow and hand-offs - Our success is dependent on our ability to successfully interact with every IT group within the organization.

Business Process Redesign 9 Extended due date until 5/13 Currently completing in sub-team sessions Help desk standard service request and incident Computer purchasing, computer hardware repair, purchase or get software Account & access management, onboarding Get a managed computer

Next Steps Help desk –Begin planning move and design for single number/ –Solidify hand-off information with other IT business units BPR –Complete templates by 5/13? Begin to tackle incident, problem, and change steering committee deliverables 10