IT Services Transition Weekly Client Services Working Session March 4th, 2011 | Friday | 10:00am – 11:00am

Agenda Transition Program Updates – General Update – 2 Week Outlook Customer Feedback – Round 1 – Co-chairs completed customer feedback sessions Master Services List Review Service Definition Template v3 Review Metrics Brainstorming Sub-team working time / Homework – Continue completing service description drafts 2

Transition Program Updates Foundational working group updates –Communications: about at 70% –Finance: Started validation with a sample service (note: any financial model changes are likely 2 years out –HR: Continuing work with Steering Committee and continuing work on job families –Steering Committee: 1/3 through org planning, CISO role posted Service Catalog review complete by Steering Committee –Focus on customer voice, don’t make things too complicated –Service catalog is not intended to represent what we do Round 1 Customer Input is complete with feedback due early next week 3

Customer Feedback Review Additional meeting in FAS this week Very positive feedback overall Common themes –Relationship building –Customer empowerment –Partnering with local resources –Creating standards with “standard” exceptions 4

Master Services List Review V3 will be submitted Monday, this will be the last submission before the final deliverable in 2 weeks Completed review with Academic, Security, and Infrastructure, will check-in with Admin IT next week Final review with Client Services advisors early next week 5

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 6

Metrics Brainstorming High Level Metrics (1-3) –Should be consistent across services when possible –Should tie directly to the organization’s goals: Enable strategic investment and use of IT Redirect resources to highest and best purpose Elevate level of service excellence –Need to define metric type and way to rationalize, not the actual value 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