1. 1 IT Transition Team Infrastructure Workgroup Meeting # 9 March 2, 2011 1:30pm-2:30pm http://isites.harvard.edu/transition

2. 2 Agenda Feedback from the Sub-groups Customer Review Feedback thus Far General Updates from Program Management & Co-Chairs

3. 3 Feedback from Subgroups Feedback from the Sub-groups: How is the process going ? Any issues for co-chair or Program Management resolution? Feedback on the service template definitions

4. 4 Infrastructure Customer Feedback Thus Far Customer Reviews: Input received from John Jurus & Taso Markatos; other reviews scheduled this week; we may revise our catalog based on customer feedback: Taso Markatos: SPH- –Catalog is comprehensive – didn’t know some services were offered (contact center) – need for outreach and education is important; very interested in Enhanced mobility as a future service –Single university contractor for construction projects desired –Sees video services as very important (new building coming on line) – would like staffing augmentation for high profile events (production) –Looking at classroom capture systems – would like a central system to tap into –Central storage solution (or broker to the cloud) – could be of interest –Happy with network services – didn’t realize we offer DHCP services –Add intrusion remediation – one central prevention system at the boarder –Bundle services maybe around video and enterprise computing & Storage –Would welcome cost effective internal consulting services from CA– today uses many external ones John Jurus: Admin Systems - – Need for “lite”, nimble, low cost service tier for small customers (funding model important) – Storage as a stand-alone service; Compute separated from storage; Storage for backup/growth –Backup as a service for non-hosted customers –Brokering cloud services –Disaster Recovery; Tiers; Cost vs value

5. 5 General Updates from Program Mgt. & Co-Chairs Co-Chairs & PMs met to discuss High Level Metrics; For Infrastructure: –Time to deliver a service Expressed as elapsed time Focus s/b on end-to-end delivery to the customer Needs to account for intra and inter-group communication, coordination, execution Examples include: Time to provision a server, Time to deliver a desktop video setup (e.g. Movi), Time to provision a subnet –Time to resolve a problem Expressed as elapsed time Focus s/b on complete resolution of the problem as perceived by the customer Needs to account for intra and inter-group communication, coordination and execution –Cost of service as compared to competitor services (Benchmarking) Focus needs to be on apples-to-apples comparisons Articulating service attributes (and the associated value) that can not be obtained from competitors is necessary –Cost of service over time (Internal Economics) Expressed in terms of unit-cost w/ longitudinal data points For commodity services, the focus needs to be on demonstrating increased efficiency at higher [service] participation levels resulting in a decrease in the per unit cost –Reliability and Availability of service Expressed in terms that are meaningful to customers Needs to account for services “bundling” and intra- inter-group performance –Customer Satisfaction with the service Expressed as both quantitative and qualitative measures that are meaningful to customers Data s/b obtained regularly and consistently so as to derive meaningful conclusions/trends and make necessary adjustments to services, delivery mechanisms, and/or metrics

6. 6 General Updates from Program Mgt. & Co-Chairs General Updates from other Groups: Finance: draft models are up on their isites – conducting a “pilot” now with email General Updates from other Groups: HR: Updated FAQs on isites Received approval for the funding for (4) Senior roles (2 years from University, then new funding model) Still working on Job families Putting together a staff survey to “inventory” skills and identify “skill gaps” (@ April) General Updates from other Groups: Steering Committee 35% through organizational structure; More to share on March 23 rd Starting to give feedback on the service definitions Infrastructure Overlap Mtg. with Client Services held this morning; still need to schedule Video overlap meeting

7. 7 General Updates from Program Mgt. & Co-Chairs Any Updates to the High Level Service Definitions due Friday: Susan & Eric to edit the master – any changes to service descriptions, let us know asap Enhanced Service Definition Template coming out soon- this week Sub-groups should be working on Required Resources/Skills Definition now (full templates due 3/9 ) Review of all Service Definition Templates by Co-Chairs & PMs – then sent to Steering Committee 3/15 Next week’s mtg: 3/9: Asking that all Subgroups prepare a summary presentation of their services for the group - Co-chairs & PMs to meet with Sue Walsh for review next week

8. 8 Questions? Questions/Concerns??