Harvard University IT Integration Program – Client Services Work Group Kickoff January 7, 2011

Agenda December Topic Overall Program Structure and Goals (10 min) Roles and Responsibilities (5 min) Workgroup Team Goals and Expected Key Outputs for 6/15 (10 min) Brainstorming Breakout Session (30-40) Working Assumptions Service Catalog ‘Big Picture’ Brainstorming Activity Next Steps & QA (Remaining)

Overall 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 / ITIL / PM Co-Chairs Penny Kaligian Vaughn Waters HUMAN RESOURCES / ITIL / 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 Jason Stonehouse Program Mgt: Laurie Gamble Program Mgt: tbd Program Mgt: tbd

Transition Timeline December NovDecJan 2011 FebMarAprMayJun 11/15 Appoint Transition Team 11/29 Announce Transition Team 1/15 Announce Leadership Organization Design 3/15 Submit Working Group Deliverables (service models, etc.) 6/15 Launch New Organization 12/10 Transition Kick Off Transition

Roles and Responsibilities December Co-chairsProgram Managers 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 * Team Members Identify customer needs Define corresponding IT services Meet / exceed both program and workgroup goals Define scope and timing of provisioning Identify known critical path dependencies

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 resource mix for each service 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.

Client Services Service Template December Service Name Description and Scope (tiers if relevant) Customers Additional Service Details… CLIENT SERVICES Desktop/LAN support Helpdesk Desktop HW/SW procurement Instructional tech support Local applications

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 On 6/15, we will have defined in a service catalog, what services our new IT organization will provide, to whom, and by when Think Service not Product Think from the perspective of the Customer Think what not how This is not preservation of what we do today Are there things that we do not do today that we should? Service Catalog Example Help Desk – Single Point of Contact

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

Q&A December Questions?

Thank You Academic and administrative leaders agree that now is the time to focus on IT at Harvard: December This is the inflection moment for Harvard to become the leader in academic IT, and we must. -Dean There is no reason why Harvard should not be in the forefront using IT in education and research. -Dean IT can play a critical role in creating important linkages across the university. -Dean It's an exciting – even historic – time to be in IT at Harvard. Thank you for being a part of it!