April 6, 2011 | Wednesday | 10 – 11:30am | 6 Story St., 1 st Fl. IT Services Transition Transition Team Biweekly Program Briefing

Agenda Program Snapshot (Cathy Cho Yoo) The Next 11 Weeks (Cathy Cho Yoo) –Key Focus Areas Staff Transition Process (Anne Margulies, Kelly Imberman) –Goals and Guiding Principles –Process Details: Inputs, Outputs, and Timeline –Upcoming Staff Survey Exercise (Vaughn Waters) Follow-up Items –Related University-wide Updates (Anne Margulies) –New Org Name (Mary Ann O’Brien) –New Org Values Workshops (Kelly Imberman) 2

Program Snapshot 3 We are here (Week 14 of 24) New IT Service Catalog 12-mo Implementation Plan, including: – Basic Interim Processes New IT Service Catalog 12-mo Implementation Plan, including: – Basic Interim Processes IT Funding Framework Common Job Families Comms. Strategy + Tools IT Funding Framework Common Job Families Comms. Strategy + Tools New IT Organization Mission, Vision, Values New IT Organization Mission, Vision, Values

The Next 11 Weeks Updated Integrated High-level Workplan (preliminary) 4 Program Area I. Org Design + Build Draft new IT org mission, vision, and values Develop new IT org name Develop new org branding Design new org structure II. Service Delivery Identify + define customers’ service needs Identify, define, categorize, + refine services Design, build, test, + launch new website + svc catalog Plan for transition III. Foundational Support IT Finance IT HR Program Communications WK21 5/23-27 WK14* 4/4-8 WK15 4/11-15 WK17 4/25-29 WK19 5/9-13 WK22* 5/31-6/3 WK16* 4/18-22 WK18* 5/2-6 WK20* 5/16-20 WK23 6/6-10 WK24* 6/13-17 Conduct org values workshops Finalize + “launch” new org values Draft Creative Brief Conduct naming contest Ann- ounce Finalize and approve ‘Visual Identity’ Prepare for rollout of new brand in top 2-3 priority areas (e.g., new website, storefront, other key real estate) Finalize all IT services (incl. editorial refinements) IT InfraClient SvcsAcad ITAdmin IT Validate scope, approach, assumptns Build wireframes + new IAMigrate / re-write / re-direct content as neededTest functionality + usability Obtain Round 2 (R2) customer input Confirm priority basic interim processes Document current state, holdovers + imprvmt opps Design new basic interim processes (incl. roles + responsibilities – R+R) Confirm indiv ownershp level; Conduct major change mgmt / comms efforts (incl. awareness + “training”) Engage CIO Council on Svc Catalog Design new funding model framework + supporting process(es) Advisor + SteerComm reviews; Incorporate feedback Draft 12-mo Implementation Plan + Exec Summary Submit + present plan to necessary stakeholders Conduct staff survey Rvw responses w/ Mgrs Analyze workforce data + map staff per demand + prioritiesCommunicate mappings To be refined per above WG milestones + communications needs… Design + build major bus. units + Sr Mgmt levels) Clarify ‘grey areas,’ incl. detailed dynamics Conduct team building exercises as needed 4/6 DRAFT

The Next 11 Weeks More on Process Design As part of implementation planning, we must focus on 3 key customer-facing processes that are critical to our success on 6/15: 1.Service Request Management 2.Incident Management 3.Problem Management 5 Key DatesKey Activities 4/4 – 4/8 (this week) PMs and Co-chairs self-orientation around 3 key processes Study forthcoming provided templates together with WG Co-chairs Clarify any questions / concerns with Program Director Prepare overall approach for your particular WG 4/11 – 4/15 Orient WG on 3 key processes; ensure same definitional foundation Capture current state information into template via working session style For following week, determine overall validation approach 4/18 – 4/22 Validate the way in which you’ve documented the current state + key benefits Validate the key improvement opportunities By 2pm on 4/22 Friday, submit final documentation to Program Director May add Change Management – stay tuned… As such, please take the next 2-3 weeks of WG meeting time to document the current ways we manage these processes as described in this document:

Next 11 Weeks More on Process Design (continued) 6 ProcessDescription Service Request Management Working Definition: The point of contact when a customer / user requests an IT service Purpose: – To provide a single point of contact for customers / users – To facilitate the restoration of normal operational service w/ minimal business impact on the customer / user within agreed-to service levels and business priorities – To manage each customer / user contact and interaction with the IT service provider throughout its lifecycle Incident Management Working Definition: An “incident” is an unplanned interruption of a service, or a reduction in the agreed-to quality of service Purpose: – To restore normal service operation as quickly as possible and minimize the impact on business operations Problem Management Working Definition: A “problem” is the unknown cause(s) of one or more incidents Purpose: – To reduce the number and impact of incidents – To identify the root cause of incidents or faults in the IT environment – To prevent incidents from reoccurring – To record information that will improve the way in which IT deals with problems

Staff Transition Process Goals and Process Minimize staff anxiety Actively demonstrate fairness and objectivity through a clear workforce transition process that is clearly driven by business needs, priorities, functions, and skill sets (and not ‘who you know’!) Maintain the utmost care, professionalism, and sensitivity; watch out for inadvertent signals that may allude to subjectivity or lack of process 7 Goal: To Communicate and Reaffirm Our Commitment to… … a Workforce Transition Process that is: Area Assignments Mgmt Structure, Design, and Roles Appoint or Post 123  Objective  Fair  Data-driven HR WG initial mapping 4/18-22 Staff Survey ‘Trust, but Verify’ validation approach Data analysis Service catalog (i.e., needs / demand) Leading practices Chief + MD respective visions Skillset identification Thoughtful communications (throughout all steps)

Staff Transition Process Revisiting Upcoming Staff Survey Goals, Process, and Key Dates 8 Goals To improve our understanding about the work being done by staff, related skillsets, and customer demand for services To incorporate this improved understanding into the design of our new service delivery model that will help meet our customers’ needs Process Not evaluative; just counting 360° transparency with all stakeholders Individual employee empowerment Not the only data point Key Dates Kickoff: 4/18, Monday Completion: 4/22, Friday (1 week) Analysis, incl. Managers Validations: 4/25, Monday – 5/20, Friday (4 weeks) Plan and Communicate: 5/23, Monday – 6/10, Friday (3 weeks)

Staff Transition Process 10 Survey Questions and Response Formats 9 #Survey QuestionResponse Format 1Name? Manual freeform 2Title? Manual freeform 3Grade? Pre-defined dropdown selection 4Full-time or Part-time? 5Current department? Pre-defined dropdown selection 6Current manager? Pre-defined dropdown selection 7What is your primary area of responsibility? Pre-defined dropdown selection - if IT, proceed to Q8; If non-IT, proceed to Q9 8So that we can ensure we're able to meet the demands of our clients, and to provide better career development opportunities for our staff, we need to better understand where our staff focus their time. Putting your title aside for a moment, please tell us how much of your time you spend on each of the following functions (i.e. what is the content of your job?). Please ensure that your total % time allotted is =100%. 2-column table: Column 1 – Pre-populated 30 items, plus an “Other” option to be manually answered Column 2 – manual % entry 9What skills do you have that you are not currently using at work, but would like to use? 2-column table: Column 1 – Pre-populated with 30+ items, plus an “Other” option to be manually answered Column 2 – three pre-defined dropdown selections 10What training would you like to have offered to you in our new IT organization? 2-column table: Column 1 – Pre-populated with X total training offerings Column 2 – Force-ranking manually entered

Q&A

Follow-up Items Related University-wide Updates (Anne Margulies) New Org Name (Mary Ann O’Brien) New Org Values Workshops (Kelly Imberman)

Thank You – Stay Tuned for More Until Next Time