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IT Services Transition Weekly Client Services Working Session

IT Services Transition Weekly Client Services Working Session. February 25, 2011 | Friday | 10:00am – 11 : 00am. Transition Program Updates General Update Customer Feedback – Round 1 Co-chairs have met with some customers this week Research Review

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IT Services Transition Weekly Client Services Working Session

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  1. IT Services TransitionWeekly Client Services Working Session February 25, 2011 | Friday | 10:00am – 11:00am

  2. Transition Program Updates General Update Customer Feedback – Round 1 Co-chairs have met with some customers this week Research Review Master Services List Review Posted on iSite, Co-Chair comments have been added Sub-team working time / Homework Deadlines and Deliverables for the Next 2 Weeks Continue completing service description drafts Agenda 2

  3. Transition Program Updates • Foundational working group updates • Communications: iSite updated with “All Staff” communications, updated FAQs based on town hall feedback on iSite. • Finance: Firming up funding options and beginning validation using a sample service. • HR: Continuing work with Steering Committee • Steering Committee: Continued work on organization planning. • 1st draft of Service Catalog is being reviewed by Steering Committee • Round 1 Customer Input is underway across groups

  4. Customer Feedback Review • Meeting occurred last week, within both FAS and the center • Very positive feedback overall • Common themes • Relationship building • Customer empowerment

  5. Research & Benchmarking • While conducting your own research: • Be specific (e.g., “Best practices for service desk”) • Be relevant. Make sure that your research matches the environment that we're in. • Look at research on performance metrics and key performance indicators (KPIs) • Metrics: • For high-level, the steering committee is looking for 1-3 qualitative (or customer experience) metrics to measure each service • Additional operational level metrics can be defined as needed • Gartner meetings and conference call

  6. Master Services List Review Compiled master service list sent to Steering Committee Still under review, but preliminary adjustments were made Co-chairs and PMs have reviewed and made comments on these adjustments This list is undergoing iterative review Defining “sub”-services as needed Identifying and describing missing services

  7. 2 Week Outlook / Homework • Review the entire list of services, do you see any grey areas? • Grey area reviews upcoming for Security and Infrastructure • Additional service descriptions due: • Two “new” services for definition: • Administrative Consulting • Administrative Media Services • Additional definition of sub-services for: • CS1: Strategic IT Procurement / Mgmt Services • CS4: Service Desk / Computing Support Services • CS8: Desktop Management Services • Continue to refine service descriptions based on feedback and research

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