IT Services TransitionWeekly 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

3

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

4

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

5

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

6

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

7

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

8

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