IT Briefing Thursday, October 18, 2007

1. University Technology Services IT Briefing Thursday, October 18, 2007

2. IT Briefing AGENDA FOR October 2007 Incident Management Change Management Web Hosting LANDesk Update Revised DeskNet Charter Exchange Update Karen Jenkins John Ellis

3. Various CTS updates Karen Jenkins

4. quick updates announcements Reminder – power outage scheduled for the north decatur building data center • Numerous HealthCare and University services affected • Sunday November 4th from midnight – 6:00am (6 hours total) • Please refer to handout ITIL training • Will be offering a one day awareness training • Interested parties please contact cts-scm@emory.edu • Stay tuned for date(s) and details • Seating will be limited to first come first serve (about 5-10 seats)

5. upcoming initiative Content management system Build on to existing work and finalize requirements • Working with Adelle Frank and company • Volunteers send email to cts-webcomm@listserv.emory.edu Requirements scope is enterprise-wide Initial implementation scope to include small subset of sites/pages (www.emory.edu) High level plan • Kick-off - late November • Gather & finalize requirements - December • Product selection - January • Governance submission - Spring

6. incident management Queue & categorization Aging report shows significant outstanding incidents Today incidents, problems, changes, and work requests all within the same module • Utilize Operational Categorizations to differentiate • Problems or Incidents use Tier 1 of “Problem” • For other general requests use Tier 1 of “General” Linda ellis will fill the role of incident manager • Defining roles and responsibilities for this position • Focus will be on UTS queues but will assist other teams as needed • Defining response time goals for various types of requests All please assist by monitoring and cleaning up your queues – resolve old outdated non-applicable requests

7. incident management Current aging report (All requests)

8. change management New approach New internal uts process for change management Terminology • Change Requester – Individual or department submitting a Request for Change (RFC) • Change Review Board (CRB) – Coordination & technical review/approval for medium risk RFCs • Change Advisory Board (CAB) – Review/approval enterprise/high risk changes • Emergency Change – Requires immediate implementation to correct a disruption or outage of service • Standard Change – A pre-approved change that is low risk, relatively common and follows an established procedure

9. change management Risk assessment • UTS teams have completed a Risk Assessment for each service that identifies the Risk Level for common RFCs – minimum of 10 per service

10. change management schedule First phase utilizes existing tools (email & cm25) Process includes notification of enterprise changes via it-alert All Risk Level 3,4, & 5 RFCs will be posted on cm25 (Forward Schedule of Change) Rollout • User Guide distributed to staff (10/26) • Review processes with each UTS department (11/5 – 11/9) • Go-Live (11/12) Iterative process – the approach will continue to be refined as needed!

11. web hosting Julia leon playbook

12. web hosting update IT.EMORY.EDU going live today in new environment! Other pilot sites to be added and tested next week Working on migration plan that will group sites logically to ease burden on developers (secure.web) Migration guide is posted on it.emory.edu/migration and will be updated as needed – please check the website for current information

13. upcoming initiative Content management system Build on to existing work and finalize requirements • Working with Adelle Frank and company • Volunteers send email to cts-webcomm@listserv.emory.edu Requirements scope is enterprise Initial implementation to include small set of sites/pages (www.emory.edu) High level plan • Kick-off late November • Gather & finalize requirements December • Product selection January • Governance submission Spring

14. LANDesk update New team member • Welcome Tom Armour! Two training dates • Week of October 22nd • Week of October 29th • Each unit planning to utilize LANDesk (core server or local server) must send at least one representative to training or attend vendor provided training at one of LANDesk’s training centers Whscab support need impacted project schedule • Revised date for Proof of Concept (November) – email coming soon with more details • Revised date for production ready (December 10) – on this date schools/units can begin utilizing core server to manage their environment

15. DeskNet Revised charter Current charter • Define and update campus desktop/laptop hardware and software standards Expanded scope • PDA standards / recommended devices • Remedy & LANDesk • Identify, evaluate, and prioritize work requests • Actively participate in test, acceptance, and proof-of-concept areas • Define and document standards, policies, and procedures • Research, investigate, and recommend continuous improvement areas (new modules, PDA support, etc.)

16. DeskNet Next steps Review membership • One member from each school / unit – send email to cts-scm@listserv.emory.edu • Members empowered to represent business needs of their unit • Members will be given tasks as well as assisting with priority setting Meeting frequency • Increase to a monthly meeting – revisit as needed First charge is to document and detail the new charter

17. ? Questions

18. Exchange updates John Ellis