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ITSD Organization

ITSD Organization. Marty Durkin, Glenn Miller 5/17 /2012. Goal of ITSD. Provide outstanding customer service and IT tools to the user community to enable the Institute to meet its Mission, Science and Business goals . Feedback on ITSD. We obtained input from:

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ITSD Organization

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  1. ITSD Organization Marty Durkin, Glenn Miller 5/17/2012

  2. Goal of ITSD • Provide outstanding customer service and IT tools to the user community to enable the Institute to meet its Mission, Science and Business goals.

  3. Feedback on ITSD • We obtained input from: • Our Customers: Meeting with Division Management, Director ‘s Office and Institute staff on their perception of ITSD • ITSD Staff: Focus Group report from Dr. Fred Mael • ITSD Management: Branch Managers analyzed work flow and issues within the Division • What did we find from this feedback? • ITSD does a tremendous amount of good work but there are areas where we need to improve.

  4. Focus Areas • Areas we are focusing on to make ITSD more effective: • Increase the role of the customer in how decisions are made and priorities are set • Clear understanding of the roles and primary points of contact • Streamline and simplify processes

  5. ITSD Approach Going Forward • Build and maintain stronger relationships with our customers • Receptive to new ideas and technologies • Recognize the value of failing forward • Build capable and adaptable teams

  6. Structural Improvements • Streamline and clarify workflow through organizational changes • Align the focus of the teams with customer needs • Create Technical Lead & Chief Technical Lead roles • Technical Leads are identified points of contact and will lead and coordinate work across the work units. • Part of their role is to partner with the OED Chief Engineers in the relevant domains.

  7. ITSD Current Org Structure

  8. ITSD New Org Structure

  9. ITSD New Organization • 4 Branches • Staff Desktop and OS Support Branch • Helpdesk (Val Ausherman) • Desktop OS support (Jim Grice) • Mission & Server Support Branch • Mission support • HST(Patrick Taylor) • JWST (Matt Sienkiewicz) • CMO (Ron Russell) • SCIENCE (Tony Darnell) • Servers (Phil Grant)

  10. ITSD New Organization (cont’d) • 4 Branches (cont’d) • Infrastructure Support Branch • Network/VOIP (Gary Gladney) • Security (Jamie Lipinski) • Storage & Backups (Prem Mishra) • Email & Calendaring (Greg Sachs) • Database (Jeff Wagner)

  11. ITSD New Organization (cont’d) • 4 Branches (cont’d) • Business, Applications and User Tools Branch • Business Tools (Joy Hale) • Custom Applications (Joy Hale) • A/V (Calvin Tullos) • Documentation and Handbooks • Web (Leigh McCuen) • Branches will come up with final branch names.

  12. IT Services Division Reorganization

  13. Next Steps • Deploy new structure (4/9/2012) • Finalize branch names (5/11/2012) • Customer Service training (5/2012) • Update and communicate IT roadmaps (6/2012) • Define and advertise priorities of ITSD work and how this ties into the Institute’s mission. (6/2012) • Reinforce values and behaviors (ongoing)

  14. What We Plan to Accomplish • Our customers will view us as the IT source for enabling them to get their jobs done. • Modern and innovative approaches and solutions are an integral part of the way we work.

  15. Assessment • Metrics • Response time to helpdesk requests • Time to deliver new systems • Meeting deliverables • Number of new technology evaluations • Customer Feedback

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