1. Harvard Phone CIO Council Update
June 1, 2017
Thursday
2-3:30pm
Smith 561

2. Agenda Objectives Implementation Dashboard Program Status
Communication: Harvard Phone Newsletter
Lessons Learned: “Operationalizing” the business
Program Serivce and Operations Updates
Next Steps
Appendix: Migration Schedule

3. Harvard Phone Program Objectives
8/26/2018
Harvard Phone
Harvard Phone Program Objectives
Reduce legacy infrastructure & lines
Offer simple service packages
Empower schools and users w/self-service tools
Simplify provisioning & billing models

4. Program Dashboard (current as of May 25, 2017)
8/26/2018
Harvard Phone
Our Program Goal: 21,200
6,339
30%

5. Program Status Harvard Phone Goal Accomplishments Challenges
Reduce Legacy Infrastructure
Over 980 legacy lines disconnected thus far
Represents approx. $ 285,000 customer savings/yr.
Time to review inventories
Submitting disconnect requests
Basic, Office, Jabber Only, Call Coverage, Conference
All inclusive with voic , usage and features
Negotiated additional set discounts - $ 250k savings
Easy for customers to order
Customer profile mix has changed
Fewer Basic & Soft phone deployments
Majority Office deployments (90%)
Offer Simple
Service Packages
Empower schools & users w/self-service tools
Service Now deployed for school phone administration – Incidents & Requests
End user Account portal deployed for instantaneous feature changes
Lengthy development of tools with Verizon, Cisco and Voss
Service Now license cost
Balancing “old” vs. “new” way of doing things – changing the culture
Implementing billing changes
Operationalizing new support model
Accounting for restricted funds
Simplify provisioning & billing models
Tub level billing
Service Now provisioning
Streamlined school provisioning contacts
Set inventory pooling model

6. Harvard Phone Communication
Bi-monthly communication to CIO’s and executives to inform on Harvard Phone News, events, status and Lessons Learned

7. Lesson’s Learned- “Operationalizing” the schools
Harvard Phone
Process should have started earlier for non-HUIT supported schools
Planning a CIO and Executive leader luncheon for June
Highlight the “operationalizing” of Harvard Phone and lessons learned from the Law school migration(s).
Pratike has agreed to help facilitate the meeting and share his “to-do’s”
Financial
Created new Telecom org to manage VOIP and HLS Telecom going forward
Centralized all the unrestricted funds spent at HLS on phones including lines to stay on analog (Used FY16 as amount to move) into new org
Created annual simple chargeback model for restricted groups that ties to rent process
Developed a cost model to support service going forward for the school (direct and indirect costs brought in)
Agreed CFO and CIO would revisit budget savings after 18 months to see what to do with it
Organizational
Centralized all telecom responsibilities within HLS including removing responsibilities from Facilities
Hired net new FTE to manage phone end points and integrated into team that handles computers and on/off boarding
Implemented simple new policies to manage phone costs, eligibility for services (e.g. Jabber for critical union staff and flex work accommodations), who/what get phones,…
Operational
Moved entire campus to POE
Tied phones into existing processes that are user add/modify/deletes
Implemented Level 1/2 support including self provisioning 

8. Harvard Phone Program Service & Operations Updates
HMS Planning in progress for Harvard Phone rollout
HSPH kick-off meeting held on May 24th
Service Now Administration
Requests module released and training in progress for migrated schools & departments
Distributed GL Code and reference fields in place for school use
New Harvard Phone User Account Portal “Quick Reference Guide” describing “top 4 how-to-do’s” complete and posted on program website:
Reminder to submit disconnect orders for Centrex lines no longer required

9. Next Steps Harvard Phone CIO Council: THANK YOU for your time today.
Directional alignment- Are we on track?
Are there any changes you would recommend?
Are we doing the right things: communicating, training, engagement?
THANK YOU for your time today.

10. Harvard Phone CIO Council Update Appendix

11. Harvard Phone: High Level Schedule
8/26/2018
Harvard Phone: High Level Schedule
Harvard Phone