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Tier II - part one.doc Tier II - part one.doc Presentation Transcript

  • Integration Planning Team Report Due: [insert due date for each section] IPT Team name: Tier II Support IPT Sponsor: Susan Grajek IPT Team Members: Michael DiMaggio, Jeff Lincoln, John Pagliuca, Tony Ventura, John Woodford (Chair) Executive Summary of Recommendations Use this space to highlight any recommended changes in mission, roles, organization and any quick wins, immediate issues and unanswered questions. A broad range of Tier II (+) desktop support is provided for various constituencies at the School of Medicine (Medicine) and on the central campus (Central) by two distinct and separate desktop support entities. It is the recommendation of this IPT that these two organizations be combined. Much of the support at Medicine and Central is contracted: that is, it is purchased by the department from the respective desktop support organizations to provide focused support for that department. Other support is dispatched: that is, it is directed to the customer or to the department on an on-demand basis. At Medicine, the customer’s preferred first contact for problem reporting is the HelpDesk. At Central, the first contact is the HelpDesk only if the department has no contracted support provider. If the department has a support provider, he/she is the first contact. It is the recommendation of this IPT that the preferred procedure for first contact for support be directed to the HelpDesk. Making this a universal standard should be a goal toward which to work, but it should not be implemented to the detriment of effective support. At Medicine, all requests for support are recorded, while at Central, some are recorded. It is the recommendation of this IPT that all requests for support be recorded. 1
  • Integration Planning Team Report Due: [insert due date for each section] Proposed Integrated Unit Mission and Definition If integrated unit’s mission and definition differs significantly from existing units, please explain. The fundamental mission of the integrated unit is to be unchanged: The primary mission of the desktop support unit is to provide on-site desktop computer and associated peripheral support to the Medicine and Central campus University communities. 2
  • Integration Planning Team Report Due: [insert due date for each section] Inventory of Primary Services, Applications and Activities Med Ctr Students Med Ctr Faculty Other Students Central 0r Med Other Faculty FAS Students Central Staff Med Ct Staff FAS Faculty Dependencies ITS Staff Other Service, Application, Target Service Funding & # Key Metrics Cost Drivers Activity Levels Models Collaborating Units Current Major Services, Applications, Activities (Pre-Integration) 1. M Distributed Support - Tech on site or Measure and # of slas Full Cost DNO, X FTE Program not; turnaround report on sla Recovery Telecom, based on level of Desktop problem: Technologies Clinical Emergency=4hrs , Emergency=8hrs , Routine=5days 2. M Dispatched support - same as above Measure and # of slas Full Cost DNO, X X X non-FTE report on sla Recovery Telecom, Desktop Technologies 3. C Distributed Support - Tech on site; Fast Track, # of slas Partially DNO, X X DSP Program varying coverage recovered Telecom, turnarounds user accounts, Desktop Technologies 4. C Dispatched support - Turnaround per Remedy # of calls Cost DNO, X X non-DSP based on level of Recovery Telecom, problem: user Emergency=4hrs accounts, , Routine=by Desktop project Technologies 3 View slide
  • Integration Planning Team Report Due: [insert due date for each section] 5. M Walk in Support Turnaround per Remedy # of calls Cost Client X X X based on level of Recovery Accounts and problem: Access Emergency=4hrs , Routine=5 days 6. C Automated support - 24hr turnaround Patches applied # of threats, n/a DNO, X X X X X & Patching - emergency exploits Telecom, M user accounts, Desktop Technologies 7. M IT Partner Set by # of n/a n/a n/a X X (Departmental department partners/depart Support Providers) ments 8. C SP (Departmental Set by # of n/a n/a n/a X X Support Providers) department SP's/department s 9. M 3rd Level Support by project per Remedy Hourly Cost DNO, Recovery Telecom, user accounts X X 10. C 3rd Level Support On demand by Hrs of Level 3 # of Level 1 & Not cost DNO, X X X Level 1 or 2 worked 2 technicians recovered Telecom, technicians. user accounts Proposed Changes In Services (corresponding to the services numbered above) Combine all field support into one organization. Suggested Structure of Desktop Support Department a. Two offices: one problem problem # of FTE/DSP X X X X X X X X at Medicine, one at resolution resolution clients/proble annual Central targets statistics ms contract, b. One program- hourly for level Manager non-contract c. Two local dispatched Assistant Managers: support one at Medicine, one at Central, to manage day-to-day operations 4 View slide
  • Integration Planning Team Report Due: [insert due date for each section] First Contact - Workflow a. The preferred first Clinical % resolved <= 4 a. # of DSP yearly a. The Help X X X X X contact from a Emergency - hours problems contract Desk: The Medical School client Resolved within major source is through the Help 4 hours b. Complexity FTE yearly for most Desk % Resolved of problems contract Tracking Other within 8 hours Tickets b. Where possible, Emergency - c. # of clients By the hour (Remedy), the Help Desk will Resolved within for clients dispatched to solve the problem 8 hours Deadlines met withhout DSP's during the first call FTE's or and will close the Routine - by DSPs'' b. Desktop ticket. Project Technologies: Provides 3rd c. The preferred first level support contact from a for DSP's and Central Campus automation client is through the tools for Help desk or their DSP's and DSP. clients d. Where possible, the Help Desk or DSP will solve the problem during the first call and will close the ticket. e. In all cases, whoever makes the first contact with the client is responsible for opening a tracking ticket Work Tracking a. All combined 100% of field Efficiency, # of problems n/a a. The Help X X X X department support service throughput and Desk: The work to be tracked documented client satisfaction Complexity of major source by Remedy problems for most Tracking # of clients Tickets (Remedy), dispatched to DSP's 5
  • Integration Planning Team Report Due: [insert due date for each section] List any additional, non-primary services, applications and activities Provide for variety of departments/schools support for: 1. Department and laboratory file, database, print, web servers 2. Evolving, non-desktop computer, technologies, i.e., PDA’s, wireless networking, handheld devices 3. Department-specific applications 4. Tivoli Storage Manager (TSM) backup application Provide overall, high-level IT support for selected departments/schools: 1. IT budget planning and management 2. Department/discipline-specific application research, selection, implementation, and support 6
  • Integration Planning Team Report Due: [insert due date for each section] Staff roles and skills to support the services, applications and activities Describe the roles needed to support the services, applications and activities. Because most roles are unlikely to change significantly: Use existing job descriptions wherever possible, and identify any issues with the existing job descriptions that might need addressing. If you use existing job descriptions, please note that below and simply attach them (i.e., don’t bother to transcribe them to the chart below). You may choose to list only the roles that will change and not all roles shown in the organizational hierarchy on the next page. Role Essential duties Skills & abilities Number of staff needed Manager Provide program level and overall Management skills, analytical skills, 1 direction of unit, including coordination budgeting, customer service skills, project and cooperation of field offices; budget management, excellent oral and written administration; interaction with ITS, other communication skills, ability to manage Yale, and external entities; staff multiple projects and diverse client performance and development review; requests, knowledge of University policies and planning and development of services and procedures. and performance monitoring strategies. Develop annual goals and associated metrics, policies and procedures, and special projects as assigned by Director. Assistant Manager Provide day-to-day operational and Management skills, analytical skills, 2 technical management of unit field office, customer service skills, project including direct staff resource supervision management, excellent oral and written and scheduling and project prioritization; communication skills, technical skills, staff performance and development; knowledge of University policies and customer satisfaction issue resolution; and procedures. implementation of services and performance monitoring strategies. Measure and publish metrics; monitor unit performance to budget; manage special projects as assigned by Manager. 7
  • Integration Planning Team Report Due: [insert due date for each section] Senior Support Technician (CIS Support Existing job description TBD Specialist III) Support Technician (CIS Support Existing job description TBD Specialist II) 8
  • Integration Planning Team Report Due: [insert due date for each section] Organizational hierarchy Use the space below to submit a proposed organizational chart of leadership, management, supervision and staffing roles to meet the service goals. Show roles only, not the names of specific individuals. ITS SUPPORT SERVICES 2nd Tier (Distributed) Support Director, Support Services Manager, Distributed Support Assistant Assistant Manager, Manager, Medical Area Central Area Support Senior Support Support Senior Support Technicians Technicians Technicians Technicians 9
  • Integration Planning Team Report Due: [insert due date for each section] Quick wins List any synergies, rate consolidations, near-term savings, or other advantages that should be quickly adopted. *All customer contacts requesting support will be recorded, using the Remedy Action Request System. Immediate issues or barriers to integration Describe the issues, activities and projects that must be undertaken immediately in order for the integration to be successful. *Staff levels/salaries need to be reviewed to establish across-unit equity. *Charging rates need to be equalized. *SLA’s and Target Service Levels need to reviewed and, wherever possible, standardized. *Macintosh support needs to be strengthened, especially at the higher level. Unanswered questions List any questions that arose during the integration planning for which the team had no answers. *Medicine provides support for staff, faculty, and students, and Central provides support for only staff. This distinction in constituencies needs to be explored. 10
  • Integration Planning Team Report Due: [insert due date for each section] Detailed suggestions Provide any additional suggestions: *Expand Medicine CMC walk-in desktop support to Central campus. *Medicine CMC hardware showroom function needs to be evaluated. *Medicine CMC hardware repair function needs to be evaluated. *A team structure for unit technicians should be established to institute continuity for clients supported. *Closer coordination with Apple for improved access to Macintosh support needs to be established. *Medicine IT Partner and Central departmental Support Provider programs need to be coordinated. *Remedy, the tracking tool currently used at Medicine, needs to be evaluated and alternatives considered. *A strategy for staff training needs to be developed and implemented. *A strategy for home-machine support needs to be developed and implemented. 11
  • Integration Planning Team Report Due: [insert due date for each section] Appendix I: IVY+ Tier II Support Survey Brown Columbia Cornell Dartmouth 1 Areas Supported? a) Central Campus Yes Yes Yes Yes b) Professional Schools Yes No No No c) Medical School Yes No No No d) Other Hospital No No 2 What Constituencies? a) Undergraduates Yes Yes Yes Yes b) Graduate students Yes Yes Yes Yes c) Faculty Yes Sort of Yes Yes d) Staff Yes Yes Yes Yes e) Other Emeriti, visiting scholars 3 Have SLA's? Yes - 1 general for the Help No No No - under consideration Desk and one from the Help Desk to Bio.Med. IT group 4 Written response Yes No n/a n/a times? a) If yes, details Voice mail - 30 min. n/a Email - 2 hrs. 11am next day when Help Desk is closed 5 Primary way to contact technicians? a) Help Desk Yes Yes Yes b) Direct call to technician No sometimes No Consultants deployed c) Other 6 Fully cost recover? Yes No No No - we do not charge for services 7 Comments? None None None None 12
  • Integration Planning Team Report Due: [insert due date for each section] Harvard CAIT Desktop Harvard - Tech. Services Harvard - FAS Princeton Support Computer Repair 1 Areas Supported? a) Central Campus Yes - Administration Yes Yes Yes b) Professional Schools No No No No c) Medical School No No No No d) Other Institutes, smaller schools, Smaller Grad. Schools, depts. Residential Networking No etc. w/o A1 tech 2 What Constituencies? a) Undergraduates No No Yes Yes b) Graduate students No No Yes Yes c) Faculty No Yes Yes Yes d) Staff Yes Yes Yes No e) Other Yes Yes - Academic Centers, Visitors, Emeritae 3 Have SLA's? Yes Yes Yes - for some No 4 Written response Yes Yes Yes - for some No times? a) If yes, details Servers - 30 min. Computer repair contract - 4 Desktops - 2 hrs. hrs. After hrs. Servers - 2 hrs, No contract - next day (usually After hrs. Desktop same day) emergencies - 4 hrs. 5 Primary way to contact technicians? a) Help Desk Yes Yes Yes Yes - Central Yes - Departmental Some direct calls b) Direct call to technician No No Not if we can help it, but Sometimes happens c) Other 6 Fully cost recover? Yes Yes No No 7 Comments? None None None "for fee - bumps up priority 13
  • Integration Planning Team Report Due: [insert due date for each section] MIT Stanford U Penn Yale 1 Areas Supported? a) Central Campus Yes Yes Yes Greek & Graduate Yes Resdencies b) Professional Schools Yes Yes Yes Divinity c) Medical School n/a Yes Yes Yes d) Other Research Labs Athletics, Public Safety. No No 2 What Constituencies? a) Undergraduates Yes - Residential Computing No Yes - Some - off campus & No Consultants Greek b) Graduate students Yes - Residential Computing Yes Yes Yes - Med School Consultants in dorms c) Faculty Yes Yes No Yes d) Staff Yes Yes Yes - only on fee for service Yes e) Other Reasearch staff Alumni, Emeritis 3 Have SLA's? Yes Yes Yes Yes 4 Written response Yes Yes For some - Yes No times? a) If yes, details ? Urgent - 30 min. Clinical emergency - 4 hrs High - 1 hr. resolution Medium - 4 hrs. Other emergency - 8 hrs. Low - 1 business day Routine - by agreement 5 Primary way to contact technicians? a) Help Desk Call or Web Yes - for students Yes - Med. School b) Direct call to technician Not recommended but some Yes - for staff Yes - Central Campus do c) Other 6 Fully cost recover? Yes - for the SLA Yes Yes Yes - Med School Our group has some base Partial - Other ITS general funding 7 Comments? None None None None 14