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Harvard Phone CIO Council Update

Harvard Phone CIO Council Update. Agenda. Objectives Implementation Dashboard Program Status Communication: Harvard Phone Newsletter Lessons Learned: “Operationalizing” the business Program Serivce and Operations Updates Next Steps Appendix: Migration Schedule.

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Harvard Phone CIO Council Update

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  1. Harvard PhoneCIO Council Update

  2. Agenda • Objectives • Implementation Dashboard • Program Status • Communication: Harvard Phone Newsletter • Lessons Learned: “Operationalizing” the business • Program Serivce and Operations Updates • Next Steps • Appendix: Migration Schedule

  3. Harvard Phone Program Objectives Harvard Phone Reduce legacy infrastructure & lines Offer simple service packages Empower schools and users w/self-service tools Simplify provisioning & billing models

  4. Harvard Phone Program Dashboard(current as of May 25, 2017) Our Program Goal: 21,200 6,339 30%

  5. Harvard Phone Program Status Accomplishments Goal Challenges Reduce Legacy Infrastructure • Time to review inventories • Submitting disconnect requests • Over 980 legacy lines disconnected thus far • Represents approx. $ 285,000 customer savings/yr. • Customer profile mix has changed • Fewer Basic & Soft phone deployments • Majority Office deployments (90%) • Basic, Office, Jabber Only, Call Coverage, Conference • All inclusive with voicemail, usage and features • Negotiated additional set discounts - $ 250k savings • Easy for customers to order Offer Simple Service Packages • Lengthy development of tools with Verizon, Cisco and Voss • Service Now license cost • Balancing “old” vs. “new” way of doing things – changing the culture Empower schools & users w/self-service tools • Service Now deployed for school phone administration – Incidents & Requests • End user Account portal deployed for instantaneous feature changes • Implementing billing changes • Operationalizing new support model • Accounting for restricted funds • Tub level billing • Service Now provisioning • Streamlined school provisioning contacts • Set inventory pooling model Simplify provisioning & billing models

  6. Harvard Phone Communication Harvard Phone Bi-monthly communication to CIO’s and executives to inform on Harvard Phone News, events, status and Lessons Learned

  7. Lesson’s Learned- “Operationalizing” the schools Harvard Phone • Process should have started earlier for non-HUIT supported schools • Planning a CIO and Executive leader luncheon for June • Highlight the “operationalizing” of Harvard Phone and lessons learned from the Law school migration(s). • Pratike has agreed to help facilitate the meeting and share his “to-do’s” • Financial • Created new Telecom org to manage VOIP and HLS Telecom going forward • Centralized all the unrestricted funds spent at HLS on phones including lines to stay on analog (Used FY16 as amount to move) into new org • Created annual simple chargeback model for restricted groups that ties to rent process • Developed a cost model to support service going forward for the school (direct and indirect costs brought in) • Agreed CFO and CIO would revisit budget savings after 18 months to see what to do with it • Organizational • Centralized all telecom responsibilities within HLS including removing responsibilities from Facilities • Hired net new FTE to manage phone end points and integrated into team that handles computers and on/off boarding • Implemented simple new policies to manage phone costs, eligibility for services (e.g. Jabber for critical union staff and flex work accommodations), who/what get phones,… • Operational • Moved entire campus to POE • Tied phones into existing processes that are user add/modify/deletes • Implemented Level 1/2 support including self provisioning 

  8. Harvard Phone Harvard Phone Program Service & Operations Updates • HMS Planning in progress for Harvard Phone rollout • HSPH kick-off meeting held on May 24th • Service Now Administration • Requests module released and training in progress for migrated schools & departments • Distributed GL Code and reference fields in place for school use • New Harvard Phone User Account Portal “Quick Reference Guide” describing “top 4 how-to-do’s” complete and posted on program website: • http://phone.harvard.edu/files/huit-uc/files/accountportal-qrg-harvard_02_28_17.pdf • Reminder to submit disconnect orders for Centrex lines no longer required

  9. Next Steps Harvard Phone • CIO Council: • Directional alignment- Are we on track? • Are there any changes you would recommend? • Are we doing the right things: communicating, training, engagement? • THANK YOU for your time today.

  10. Harvard PhoneCIO Council UpdateAppendix

  11. Harvard Phone: High Level Schedule Harvard Phone

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