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MANAGER & DIRECTORS MEETING

MANAGER & DIRECTORS MEETING. May 2014. WELCOME. Updates & Announcements. PPMO UPDATE. Deb Whitten. ISO / OPS / Netcom / Design. Netcom 7 projects 1 PPMO PM 1 Department PM Design 42 projects 4 Department PMs. ISO 26 projects 4 PPMO PMs 1 Department PM OPS 16 projects 4 PPMO PMs

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MANAGER & DIRECTORS MEETING

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  1. MANAGER & DIRECTORS MEETING May 2014

  2. WELCOME Updates & Announcements

  3. PPMO UPDATE Deb Whitten

  4. ISO / OPS / Netcom / Design • Netcom • 7 projects • 1 PPMO PM • 1 Department PM • Design • 42 projects • 4 Department PMs • ISO • 26 projects • 4 PPMO PMs • 1 Department PM • OPS • 16 projects • 4 PPMO PMs • 3 Department PMs

  5. CARE / Academic Technologies / PPMO • PPMO • 6 projects • 1 PPMO PM • CARE • 17 projects • 2 PPMO PMs • 5 Department PMs • Academic Technologies • 7 projects • 2 PPMO PMs • 3 Department PMs

  6. Rover Portfolio • 17 projects • 14 PPMO PMs • 3 Department PMs

  7. Service/Salesforce/ITSM/USC • 7 Projects • 6 PPMO PMs • 2 projects Rover related • 4 projects tightly integrated

  8. Provost – Business/FinanceColleges – Student Services • 39 projects • 23 projects led by 7 PPMO PMs • 6 projects led by 5 Department PMs • 10 projects with no PM assignment • 7 projects in Rover Portfolio

  9. Project Management Job Family • Entry Level Project Management • 1 or 2 projects • Support for other Project Managers • Reporting • Administration Project Manager Project Coordinator

  10. Project Management Job Family • Project Management • Multiple projects • Work with Resource Managers • Direction from Program Director Project Manager Project Coordinator

  11. Project Management Job Family • Project Management • Multiple, complex projects • Work with Resource Managers • Program Management Senior Project Manager Project Manager Project Coordinator

  12. Project Management Job Family • Manages the Program/Portfolio • Project Management    • Human Resource Management and Supervision  • Mentoring • Training Program Director Senior Project Manager Project Manager Project Coordinator

  13. ITSM UPDATE Stacey Prezel

  14. IT Service Management Update

  15. ITSM News • New hires • Jeff Hart, Knowledge Management • Brianna Deist, Service Catalog Analyst • Training • 101 ITIL Foundations certified • 141 attended ITSM Basics for UTO • Pilot training for ServiceNow • On demand course created – ServiceNow Introduction and Basic Navigation

  16. ServiceNow Timeline 2013 2014

  17. July 1 • Service Catalog • Self-Service • Request Fulfillment Workflows • SLAs (limited) • Integrations • InContact • BOMGAR (chat, remote support) • Reporting • Surveys • HR Case Management • HR Service Catalog • HR Knowledge Base • Add Process Users To: • Incident • Knowledge • Problem • Change

  18. What’s Needed • Support for 7/1 (organizational change) • Transforming UTO processes • ServiceNow is not just a replacement for Parature – it’s a single source of record for our operational services and processes • July 1 release is a baseline; enhancements improvements will be scheduled in later releases

  19. USC John Rome

  20. UNIVERSITY SOLUTION CENTER John Rome

  21. Solution Center/”Help Desk” Update • Moved to Tempe University Center in April (by Chompies) • Currently Handling ASUi/Guest Portal/WPC Calls • Preparing for Rover and 24x7x365 • Hiring of Agents Has Started (Staff/Students) >300 apps • Trainers Hired (Carlos and Antonio) • Technology Implementations/Integrations in Play • Phone/ACD/IVR (inContact), Chat (Bomgar), Saleforce/Servicenow • Knowledgebase(s) Being Built and Migrated from Blackboard • Retirement Plan of BbSS in Play (for IT/HR/LMS) • Current Risks • Integrations • Phone Data Quality • Time • Will be Ready June 16 and July 1 go-lives!

  22. Integrations

  23. Call Flow (draft)

  24. Bomgar - Chat and Remote Access

  25. Solution Center Location (on University)

  26. 45 Anticipated Average Length of Call (in Seconds) Total number of Dell Systems Ordered 300 365 Number of Days Open a Year Minutes of Electrical Backup for room if power failure (USB Battery) 100 2 Number of trainers 1130 East University Tempe, AZ 85281 5 Number of Letters in the Word Happy (trying to make our customers) 90 SLA for Average Speed to Answer (ASA) “Seconds”

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