Transcript ITD Service Offerings

Information Technology at Emory
Client
Services
Client Services
Development
Overview
Information Technology at Emory
Agenda
• Review CSD’s Responsibilities
• Discuss Communication Model
• Discuss Software Server
Requirements
• Discuss Tech Professional’s Tab
• Discuss Orientation Program
Information Technology Division
Technical Services
Information Technology at Emory
Client Services Development
Call Center
CSD
Systems
Information Technology Division
Technical Services
Mission Statement
Provide high quality
responsive technical
services and facilitate
communication
between Technical
Services and the
Distributed Local Support
community
Distributed
Local
Support
Information Technology at Emory
The Functional Team
Karen Jenkins
Charles Denard
Tommy Stripling
Information Technology Division
Technical Services
Al Shelton
Craig Myers
Open TBD
Information Technology at Emory
CSD Roles & Responsibilities
• Communication
to/from Distributed
Local Support
• Software Server
management
• Magic application
management
• Local Support for AIS
• DeskNet chair
Information Technology Division
Technical Services
• Tier II escalation
• Consulting services
for DLS
• CS web-site lead
• Create & maintain
self-service database
• Develop & maintain
ITD Orientation
Programs
Information Technology at Emory
DLS Communication Model
• Goals
– Proactively communicate
– Collaborate
– Foster universal “IT Team” culture
• Vehicles
 IT Briefing
 DeskNet
 Listserv’s
 Notifications, FYIs/SIRs/etc.
 Tech Professional’s Tab on new ITD Web-Site
 School/Department IT Meeting
Information Technology Division
Technical Services
Information Technology at Emory
Objective – IT Briefing
• Discuss, collaborate, and present
enterprise technologies
• Subject Matter Experts present
leading edge technology
• Update Distributed Local Support
community on ITD initiatives
Information Technology Division
Technical Services
Information Technology at Emory
Objective – DeskNet
• Reviews/recommends desktop
technology
• Cross-organizational teams
– Sub-committees convene to discuss focused
projects and technology
• Sub-committees identify specific action
items and responsibility to committee
members
• Examples: Anti-Virus, SPAM, hw & sw
recommendations, Browsers, etc.
Information Technology Division
Technical Services
Information Technology at Emory
Objective – LISTSERV’s
• Post questions and answers relating
to specific technology areas
• Distribution mechanism to
communicate updates and
meetings via email
Information Technology Division
Technical Services
Information Technology at Emory
Objective - DLS Meeting
• Client Services Development Team Lead
attend department level meetings
• Educate central IT on emerging
department specific technologies
• Update central IT on Distributed Local
Support contacts
• Inform central IT on newly
deployed/updated technologies
• Constructively discuss issues and concerns
Our Request …
Information Technology Division
Technical Services
Information Technology at Emory
Sample Agenda
• Organizational/department
overview
– What departments do you
support
– What is your IT
organizational chart
– Contact names and
numbers
• Review technical
infrastructure
– OS type and est. desktops
– OS type and est. servers
– Unique (non-ITD) &
enterprise apps
– Network overview
(connections, IP addresses,
etc.)
Information Technology Division
Technical Services
• Current IT projects and
initiatives
• Current IT challenges
(internal and with ITD)
• Overview of IT vision and
strategic direction
• Current support process
– Internal
– Escalation to call center/ITD
• Magic application use
–
–
–
–
Current use
Future use
Training requirements
Comments/input
• Input and suggestions to
improve ITD services
Information Technology at Emory
Tech Professional’s Tab
• Location on new ITD Website
specifically for Emory IT professionals
• How/what would be beneficial?
– Top ten recommendations to secure
your environment
– ??
Information Technology Division
Technical Services
Information Technology at Emory
Communication Frequency
• IT Briefing
• DLS Meeting
• Tech Professionals
Tab
• DeskNet
• Listserv, FYIs, SIRs
• Other(s)?
Information Technology Division
Technical Services
 Monthly
 Quarterly
 Population just
beginning
 As needed
 As required
CSD Contact:
Karen Jenkins
[email protected]
2-9475
404-606-2429
Information Technology at Emory
Software Server
• Brainstorm on goals, requirements,
capabilities, etc.
Desktop Software
Emory Online (EOL)
Meeting Maker
Symantec
Information Technology Division
Technical Services
Simple GUI
interface to allow
users to simply
select the
product name
and/or icon
Information Technology at Emory
Consulting Services
Requirement for CSD Consulting Services
Assign Resources
Email sent to: [email protected]
Within scope of
CSD services?
Determine
schedule
MMXP to discuss scope and responsibilities
Document Project Schedule
Document roles and responsibilities
Information Technology Division
Technical Services
Perform, Manage, and Document Work
Information Technology at Emory
ITD Orientation
• Develop ITD Orientation Programs for:
– Distributed Local Support
– ITD
– HR
• Provide program on quarterly basis
• Thoughts?
Information Technology Division
Technical Services
Information Technology at Emory
Questions
Information Technology Division
Technical Services