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Transition Program Weekly Update - February 25, 2011

In this week's Transition Program update, co-chairs met with customers to gather feedback, yielding positive responses regarding service delivery. The agenda covers foundational working group updates, communications pertaining to service improvements, and finance discussions on funding options. The first draft of the Service Catalog is under review, while customer input is ongoing. Research efforts focus on best practices and establishing key performance indicators. Upcoming tasks include refining service descriptions and addressing identified grey areas in service offerings.

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Transition Program Weekly Update - February 25, 2011

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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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