1 Local Readiness Team Lead Meeting June 6, 2007

2 Agenda Requirements Gathering Overview Testing Overview Training Overview Communications Overview End User Support Overview

3 Gather, prioritize and determine the best method to deliver requirements for the new systems to the user community How we did this Conduct design sessions with end users to identify system requirements Prioritize requirements into ‘critical’, ‘desirable’ and ‘nice to have’ Determine whether requirements will be met by the purchased software, customization, or process change Document each future business process and created a detailed project plan to finish designing the system Requirements Gathering and Analysis

4 Testing Deliver a product that meets the needs and expectations of the University “ Quality built from the ground up” Quality begins long before testing itself--it’s incorporated into the planning, requirements, and construction phases of the project Various forms of testing are conducted during the design and build phase, in the testing phase, and beyond implementation Testing is a joint effort, performed by not only Café, but by representative members of the Northwestern community in the form of user acceptance testing

5 Testing Categories Unit Testing Definition: Verification that all pieces of the solutions in place work independently. Responsibility: Cafe Functional Team Business Process Testing Definition: Verification of the solutions in place as our end users will use them. Responsibility: Cafe Functional Team Security Testing Definition: Verification of user permissions and system security. Responsibility: Cafe Security Administrator, Functional Team Performance Testing Definition: Verification that solutions hold up under anticipated user load. Responsibility: Cafe Quality Assurance, Technical Team, Functional Team Conversion Validation Definition: Verification that converted data is representative of source data. Responsibility: Cafe Conversion Team and current system stewards User Acceptance Testing Definition: Verification that the new system represents agreed-upon requirements. Responsibility: NU community members

6 Training Goal and Strategy Provide Northwestern University’s diverse faculty and staff with role-based training tailored to NU-specific business processes to support new software systems as they are implemented across the institution. Key components Instructor-led classes combined with online learning components Hands-on computer training Delivered close to the go-live date to maximize learning gains Development and delivery of training will be customized for the specific audience in each functional area

7 Training Resources and Rooms Training Resources Dedicated Project Café training team Functional team members will participate in classroom training Training Rooms Two dedicated training rooms in both Evanston and Chicago; can be combined to create one larger training space in each location Utilize latest training technology including: o Macs and PCs o wired and wireless capability o Smart Boards (allow printing, saving and posting to the web)

8 Communications Overview Overall Project-related Communications Broadcast to University by the Caf é team o Newsletter o Web site o Events  Meet-and-Greets  Town Hall  Upcoming end-of-phase “thank you” event (tentatively scheduled for July) Implementation-specific Communications Provided by Caf é team to LRTLs for customization and local distribution o Bulletins, newsflashes, posters

9 Communications Overview Implementation-specific Communications Distributed at LRTL meetings (and/or) Forwarded to LRTLs by Café team via Will be available on the Café web site LRTL section Should be forwarded on to your area within a reasonable timeframe (generally within two weeks unless otherwise noted) We ’ re always looking for new ideas for giveaways, communication opportunities and vehicles, and questions from your area.

10 End User Support Overview Project Café will use a three-tier support structure Tier 1: TSS NUIT Support Center Tier 2: TSS Project Café Consultants Tier 3: Functional Department (OSR) and Project Café Benefits of the this approach Makes use of existing help desk tools (Remedy), procedures and personnel to perform non-application related tasks. Ensures skilled application resources are focused on application related issues. Provides a consistent approach for all Research and Café systems.

11 Tier Responsibilities Tier 1 Responsibilities Provide first-level triage support Assist users with accessing the system (NetId, VPN, Operating System) Escalate issues that can not be resolved to Tier 2 or Tier 3 Tier 2 Responsibilities Accept ownership of Project Café calls and tickets routed to them Investigate, attempt to resolve, and communicate the resolution back to the end user Escalate issues that can not be resolved to Tier 3

12 Tier Responsibilities Tier 3 - Functional Address policy and procedural issues associated with ‘how should I do this in the system’ and ‘how do I perform my job’ Provide operational and functional assistance Add and remove user access to the application Investigate, resolve and communicate the resolution of functional issues back to end users Tier 3 - Project Café Investigate, resolve, and communicate the resolution of technical and software issues back to the end users Update system configuration, including security Maintain the application (patches, bugs, errors, upgrades) and escalate issues to the support vendors (InfoEd) Review and modify enhancements, reports, interfaces

13 Questions? Feel free to contact us with any questions… Tiffany Cleaver Implementation Readiness Team Lead Marylou Novak Communications Specialist Joe Tolnai Quality Assurance Coordinator Ruth Rothstein Training Team Lead