April 8, 2011 | Friday | 10-11am | 1414 Mass Ave Rm 561 IT Services Transition Weekly Client Services Meeting

Agenda 1.Transition Program Updates 2.Organization Planning 3.Business Process Redesign 4.Homework & Next Steps 2

Transition Program Updates Working Groups – the next 11 weeks (4/6 Draft) Town Halls – Likely 4/18 & 4/22 Call for New IT Org Names - Visit the Communications Team internal workspace wiki (transition team only)internal workspace wiki Upcoming Workshops on New Org Values (open to all CA FAS IT) –RSVP to –Focus Areas: 1.What do I want our new organization to be known for?” and 2.“How do I want to describe working in the new organization?” –Participation Options: 4/5, Tuesday (1-2:30pm); 4/14, Thursday (several timeslots); 4/26, Tuesday (several timeslots) 3 Service Delivery Identify + define customers’ service needs Identify, define, categorize, + refine services Design, build, test, + launch new website + svc catalog Plan for transition 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 Finalize all IT services (incl. editorial refinements) IT Infra Client Svcs Acad IT Admin IT Validate scope, approach, assumptns Build wireframes + new IA Migrate / re-write / re-direct content as needed Test 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

Organization Planning To see vision and aspirations shared 3/23 visit the iSite posting: 323_vFinal.ppt.pptx 323_vFinal.ppt.pptx Next Steps: newly identified leaders will be working through the next facets of the organizational structure in a consistent manner 4 Workforce Transition Process 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)

Client Services WG Next Steps: Business Process Redesign (BPR) As part of implementation planning, we must focus on 3 or 4 key customer-facing processes that are critical to our success on 6/15: 1.Service Request Management 2.Incident Management 3.Problem Management 4.Change Management (likely added) 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: 5 Key DatesKey Activities 4/4 – 4/8 (this week) 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

BPR (continued) 6 ProcessWorking Definition Service Request Management The point of contact when a customer / user requests an IT service Incident Management An incident is an unplanned interruption of a service, or a reduction in the agreed-to or normal quality of service Problem Management A problem is the unknown cause(s) of one or more incidents Change Management The addition, modification, or removal of anything that could have an effect on IT services Processes currently in review by Steering Committee, there may be changes over the next several weeks

1.Level-set on definitions for key business processes in current sub-team 2.Review provided templates for documenting processes in current sub-team 3.Gather questions and send to Katie/Jason for clarification 4.As a team create list of EXISTING essential processes to be documented, see sample: 5.Begin gathering existing documentation only if available Homework due EOD 4/13: Customer Facing Services Service RequestIncidentProblemChange Solutions ConsultingPeople based ad-hoc request IT Onboarding/OffboardingAccount provisioning Laptop/Desktop request Phone request Cell phone request N/A User Education IT SupportDesktop/laptop incident Phone issue Account and Access Management Desktop Management Services Push patch/software update Computer Sales Campus Software Other needed definitions? 7

1.Prioritize processes to document (first pass by Bob, David, Katie, Jason) 2.Re-engage/shuffle working group, sub-teams, and work assignments 3.Begin working sessions to document existing processes in new templates Next Steps 8 Current ~3weeks Map current processes noting Holdovers and improvement opportunities Interim ~6 weeks Design/confirm interim processes and ownership Future FY12+ Redesign processes as needed per implementation plans Continue to improve processes to desired end state Business Process Redesign