1. 7/6/2018
Harvard Phone Update
March 8th, 2015

2. Agenda Update on Harvard Phone program (hand-out)
Operations plan development
Plan development process
Operations assumptions

3. Operations Plan – Development Process
Plan will detail the service and support models for the operations of the Harvard phone service (post conversion). It is a key input into rate model development and will cover: roles & responsibilities, tools, processes, and key service management elements.
Operations Vision – target April
Initial development from to-date planning
Review draft with Harvard Phone Executive Committee
Deep dive with Admin & Support Sub-Group (validate group members)
Operations Plan – target late May
Covers: full operations plan with explicit deliverables
Development in tandem with review of vision
Deep dive with Admin & Support Group Sub-Group
Trial with HUIT Early Adopters

4. Harvard Phone Operations Planning Key Assumptions
7/6/2018
Harvard Phone Operations Planning Key Assumptions
To support the Harvard Phone vision and reduce service costs, the operating model will be simplified and updated to leverage self-service and existing IT service models.
Current
Future
Service Model
User has no ability to manage services or create requests
Service contact is responsible for all ordering, feature requests, communications, and financial management of service
Services are ‘a la carte’ and contacts make all provisioning decisions from a menu of options
Support Model
Centralized and dedicated to phone services
Billing & Administration
Detailed accounting and management with capabilities to bill departments like a phone company
Service Model
User will receive standard packages and will manage features via self-service
Service contact role will be simplified, approval of non-standard services, management of non-people phones, and service audits
Services are bundled with 3 or 4 simple options
Support Model
Updated to utilize distributed network, help desk, and field support
Billing & Administration
Simplified accounting and billing
FY2015
FY2016
FY2017
Create operations plan
Create transition support team
Create rate model
Use transition support team for pilot and early adopters
Begin to execute operations plan with HUIT direct groups
After conversion, sites will move to standard support
Will begin to work with schools for distributed support

5. Administration & Support Sub-Group members
Harvard Business School (HBS)
  Harvard School of Public Health (HSPH)
Jean Donabedian, (Centrex)
Chris Cahill, IT
Jeff Lee, IT
Harvard Medical School (HMS) & Harvard School of Dental Medicine (HSDM)
Harvard Law School (HLS)
Jason Obedzinski, Director of Client Services
Tammie Lombardo, IT
Becky Andreasson, , (Centrex)
Others?
Harvard Kennedy School (HKS)
Francisco Ventura, , , Centrex
Steve Locke, IT
Executive Committee
Sue Walsh (Chair)
Graduate School of Design (GSD)
Don Oppenhiemer, Paul Williams, Pratike Patel,  Mary Ann Bradley, Chris Pringle, Taso Markatos, Amy Nostrand, Bud Minahan, Katie Kilroy,  Susan DeLellis
Deborah Grohe, (Centrex)
Hal Gould, (Assistant Director, Computer Resources)
Graduate School of Education (GSE)
Linda Cyr, , (Centrex) (Bob Phillos is back up)
Peggy Callinan, , (Sr. Director, Research and Infrastructure Technology)