IT Services Transition Weekly Client Services Working Session March 11th, 2011 | Friday | 10:00am – 11:00am

Agenda Transition Program Updates – General Update – 2 Week Outlook Client Services Advisor Feedback on Service List Subteam Updates: Service drafted and status updates – Procurement Services – IT Support Services – User Application Services Metrics Discussion Sub-team working time / Homework – Complete service description drafts by 5PM today. 2

Service Definition Template v3 Framework is the same, level of detail has been standardized Focus on level of quality of content at this point. Content will be directly added to the 3 key “deliverables”: –New organization’s website; –New Service Catalog; and –12-month Implementation Plan. Make sure each service description is inclusive of all content on the master services list and that the customer is clearly addressed in each template V3 of this tool attempts to address the need to streamline voice, tense, and level of detail across all WGs. Use the the yellow-highlighted portions as a starting point. Sub-services will be bundled in to this document 3

Thoughts for Service Levels– Potential Goals & Targets –% supported of # of defined in the environment – examples: Number of managed desktops/laptops for faculty/staff in CA/FAS versus total estimated to exist. Set potential targets for upcoming FYs. number of account credentials managed versus total estimated to exist (logins for specialized or local apps). Set potential targets for upcoming Fys. –% standardized versus # supported – examples: Number of account credentials unified or synchronized versus total pool. Set potential targets for upcoming Fys. – # of request fulfilled through standard services or processes – examples: Solutions Consulting – number of requests aligned with existing service offerings IT onboarding – percentage of request fulfilled with standard bundle Desktop – builds requested out of process 4

Thoughts for Service Levels– Potential Goals & Targets –Time to Resolve First contact resolution percentage Time to full-fill new requests Time to resolve problems at different levels or tiers –Responsiveness Measures Average Wait Time Turn-around times –Defect Measures Automated error logging, resolution of those errors Tickets opened for re-work Business hours lost 5

Thoughts for Performance and Customer Satisfaction Performance Metrics Service Level Attainment – How often do I meet all of by defined criteria? Basically any targets you defined above. Ratio of Staff to Clients Served – for each “client” define what a client is. For instance, in the account access service, clients may be a set of credentials, while for help desk it may be # of customers at each tier. 6

Thoughts for Performance and Customer Satisfaction Customer Metrics First Touch Resolution – How many tickets/requests/etc are addressed without a call back? Customer Satisfaction Index – Index will have to be created from survey results, polls, other? Key questions include: –Extent to which the desktop environment that we provide enables customers to complete their academic or administrative work –Extent to which the support that IT provides impacts customers' academic or administrative work (positively or negatively) – Customers' perception of the quality (competency, professionalism) of service interactions with IT support staff –Extent to which customers perceive that the IT organization keeps them informed about the services that are offered and any updates regarding those services 7

2 Week Outlook / Homework FINAL DELIVERABLES DUE WE 3/18 All Service Definitions to be completed in the new template Finalize and wrap in all changes based on the updated master services list Focus on quality at this point and completeness of details –Have your best writers edit the working draft –Swap documents for peer reviews –If you have questions – raise them! –Pull in people outside of this core group as necessary PMs and Co-Chairs will continue to iteratively review 8