END USER SUPPORT: DESKTOP SUPPORT SUBPROJECT PLAN. Shawn Potter Jenifer Steil. Mike Frangi

Transcription

1 END USER SUPPORT: DESKTOP SUPPORT SUBPROJECT PLAN Prject Infrmatin Prject Team Leads: Prject Manager: Shawn Ptter Jenifer Steil Mike Frangi TeamDynamix Prject Number: Prject Overview The Desktp Supprt prject will fcus n implementing a shared service mdel fr campus end user device management and supprt as well as end user cnsultatin n cmmdity services. The gal is t leverage existing resurces and prvide increased efficiency thrugh reductin f redundant effrts. IT best practices will be prmted while identifying strategies fr specialized supprt as necessary. T d s the fllwing requirements as utlined in the desktp and end user cnsulting sub prject charter will be implemented: Desktp supprt acrss campus will utilize cnsistent prcesses and best practices acrss the entire device lifecycle (e.g. planning, prcurement, deplyment, management, supprt, dispsal, etc.). Desktp supprt acrss campus will utilize cnsistent tls including (but nt limited t): call tracking, remte supprt, deplyment tls, management tls, inventry, etc. Desktp supprt will be respnsible fr verseeing and implementing best practices in security fr end users and their cmputers/devices. An IT Desktp Supprt and Specialized Cnsulting Service Level Agreement (SLA) will be created. The SLA will define the services prvided t end users by the OneIT End User Supprt Service. This is meant t be a brad dcument nt a unit by unit agreement. High degree f effectiveness and prblem respnse t patient care and safety will be maintained. High degree f effectiveness and prblem respnse fr student instructin will be maintained. Prmte innvative activities and the flexibility t address specialized needs in instructin, research, clinical, and administrative missins. Identify Key Perfrmance Indicatrs (KPIs) in rder t assess the success f this prject. End User Supprt: Desktp Supprt Prject Plan Page 1 f 8

2 Address any funding issues this prject identifies. The prject is perating under the OneIT guiding principles. Existing service levels will remain the same r reasnable alternatives will be in alignment with the guiding principles as defined by OneIT. Definitin f Desktp Supprt and Specialized Technlgy Cnsulting A key cmpnent f this prject is t define what desktp supprt and specialized technlgy cnsulting entail. This will allw the prject team t differentiate between the tw and allw the apprpriate decisins t be made regarding the cmmdity supprt that can be centralized and the specialized technlgy cnsulting that shuld remain in the units. Students are a highly valued labr surce and will fllw the functins listed belw. Exact terminlgy fr rles t be determined by prject team. In this regard the prject team has cme with the fllwing definitins: Desktp Supprt: Hw is Functin Prvided: This service will be prvided centrally as part f the Extended Technical Supprt Team. Desktp supprt prfessinals ffer brad experience and knwledge f the University, central IT services and have develped wrking relatinship with their end users. By wrking clsely with each ther and with ther IT prfessinals n campus, they prvide a level f cntinuity and crdinate access t expert resurces, wrk with units t cmply with University cmputing standards, and serve as a resurce representing the IT needs f individual units. This functin will cver new hires, existing staff and student wrkers. The fllwing is an initial list f jb respnsibilities that will be further defined. Initial respnsibilities include: Supprt the standard device lifecycle prcess including: prcurement, deplyment, supprt and eventually dispsal f the devices Prvide supprt fr the OS including Macintsh and Windws (exact list t be determined) Prvide supprt fr standard sftware packages (e.g. Micrsft Office, Skype fr Business, Web Brwsers, Adbe Prducts, etc.). Exact list yet t be determined Respnsible fr general security fr users and devices (e.g. deplying encryptin, running identify finder and ther best practices) Receive escalated tickets frm the ITS Service Desk and escalate tickets as needed t subject matter experts (SMEs) r lcal Specialized Technlgy Cnsultants Facilitate training (frmal r infrmal) n standard equipment and services Prvide first level supprt fr the standard IT services ffered t campus (exact list t be determined). E.g. (ICON, Panpt, Qualtrics, etc.) End User Supprt: Desktp Supprt Prject Plan Page 2 f 8

3 Manage first level Active Directry functin Prvide backup supprt fr peers Relatinships and cmmunicatin within all realms f the End User Supprt service is integral t success Identify pprtunities fr imprving printing, scanning, file permissins and data management best practices Specialized Technlgy Cnsulting: Hw is Functin Prvided: Lcally fr clleges; available centrally fr administrative units Specialized Technlgy Cnsulting is based arund the advanced IT needs f Administrative and Cllegiate units n campus. These needs are ften fcused arund teaching and research where ne-ff custmized slutins are determined t be required. These slutins ften d nt scale well and require an individual with knwledge f the envirnment and the custmer in rder t prvide a sustainable slutin that satisfies the needs f the faculty in cnjunctin with IT Security Office directives. The fllwing are an initial list f jb respnsibilities that will be further defined. Initial respnsibilities include: Supprt the specialized device lifecycle prcess including: prcurement, deplyment, supprt and eventually dispsal f the devices. Examples include virtual envirnments and research equipment. Prvide specialized supprt fr the OS including Macintsh and Windws (exact list t be determined) Prvide supprt fr unit-specific IT services, sftware and ther unique IT effrts Handle special requests that are nt cvered by a central service r supprt grup Prvide prject management and ther supprt when implementing new IT systems Pint f cntact fr an area when there are special requirements, cmpliance, r cntractual agreements High-level patient care, research and teaching supprt Supprt nn-standard cmputing and netwrk slutins Advanced security and infrastructure issues Specialized training and dcumentatin fr IT services and sftware nt prvided centrally Prvide back up supprt fr peers Relatinships and cmmunicatin within all realms f the End User supprt service is integral t success In certain situatins there may be sme crss ver between specialized cnsulting and desktp supprt. This shuld nly happen in unique cases. Identify pprtunities fr imprving distance educatin End User Supprt: Desktp Supprt Prject Plan Page 3 f 8

4 Prject Staffing Wh Department Skill Set Estimated Time Cmmitment Shawn Ptter ITS Prject Lead, Desktp 200 Supprt Jenifer Steil CLAS Prject Lead, Desktp 200 Supprt Mike Frangi ITS Prject Manager 150 Tracy Sctt ITS IT Directr, Technical 100 Expert Lance Bltn CLAS IT Directr, Technical 100 Expert Chuck McBrearty Dentistry IT Directr, Technical 100 Expert Tim Shie Public Health IT Directr, Technical 100 Expert Peter Yhe Pharmacy Technical Expert 100 Wayne Kintz Cllege f Technical Expert 100 Educatin Darrin Thmpsn Cllege f Business Technical Expert 100 Chris Clugh ITS Technical Expert 50 Makur Jain CLAS Technical Expert 50 Ttal Estimate: 1350 Prject Schedule Belw is a high level prject schedule utlining fur prject stages and apprximate timeframes assciated with each stage. This schedule will be detailed as the prject team ges thrugh each utlined stage. Phase 1 Initiatin (Spring Summer 2015) April 2015 June 2015 COMPLETE Develp Prject Charter Develp Stakehlder Registry Campus Engagement Frm sub prject team Phase 2 Planning (Summer/Fall 2015) July 2015 Octber 2015 IN PROGRESS Engage Campus Directrs t determine / verify scpe f wrk Determine engagement, cmmunicatin change management strategies Engage IT campus cmmunity as needed fr feedback End User Supprt: Desktp Supprt Prject Plan Page 4 f 8

5 Define implementatin strategy. End user supprt will be treated as a single entity fr implementatin. Helpdesk, desktp and device management prcesses will be addressed in parallel unit by unit. CLAS will be the next early adpter t implement the OneIT End User Supprt service mdel. Other units may be identified r asked t be an early adpters and a rll ut schedule will be utlined. Implementatin prject will engage with each IT Directr t utline current IT Structure. Identify the unique needs and develp a specific implementatin plan fr each unit. Define Apprpriate peple, resurces and early adpters Define high level risks and mitigatin strategy per campus units Phase 3 - Implementatin Stage 1 Early Adpters (Fall 2015) Nvember 2015 May 2016 Cntinue Campus Engagement as defined in Stage 1 (prvide updates n Prject and gather feedback) Celebrate and reinfrce successes Outline service mdel OneIT Steering Cmmittee Apprval f new service mdel Vet service mdel by campus IT cmmunity Start implementing with early adpters grups Tweak service based n feedback Stage 2 Rll Out (Spring Summer 2017) June 2016 September 2017 Cntinue Campus Engagement as defined in Stage 1 (prvide updates n Prject and gather feedback) Celebrate and reinfrce successes Define schedule fr rllut f service t rest f campus Start implementing new service with rest f campus based n rllut scheduled Update campus IT cmmunity Phase 4 Clse Out (Fall 2017) Octber 2017 Prject Clse Out Onging service enhancements Celebratin get tgether Prject Budget Investments in the fllwing tls culd ptentially increase efficiency in the delivery f the OneIT Desktp and End User Cnsulting service. Training Prgrams End User Supprt: Desktp Supprt Prject Plan Page 5 f 8

6 Ticket system (Nt sure what that lks like right nw) cnsistency in using the tls that we have Pamphlets t be used after training Shirts, Business cards, Pst-it ntes with ur branded identity (e.g., use n users' wrkstatins fr status updates n IT issues, etc.) In additin, apprximately 1350 hurs in staff time are estimated fr implementatin f the OneIT Desktp and End User Cnsulting sub prject. Change Cntrl Plan Substantial changes t prject scpe will be brught t the OneIT Steering Cmmittee fr evaluatin and reslutin. Cmmunicatins Plan Target Audience Primary Cmmunicatin Frequency Purpse/Descriptin Authr/Owner Cntact Mechanism f Cmmunicatin OneIT Steering Prgram Office , meetings Mnthly, ad hc Updates n prject, Mike Frangi Cmmittee as needed feedback Prject Team Shawn Ptter, Recurring Team Weekly Plan and Implement Mike Frangi Jenifer Steil Meetings OneIT Leaders Chris Clark , meetings, As needed Updates n prject, Mike Frangi presentatins feedback frm grup Cllegiate IT Leaders Tim Shie , meetings As needed Updates n prject, feedback frm grup Mike Frangi ITADmin Cmmunity Tim Wlf , presentatins As needed Advisry Cmmittee Mike Frangi , meetings Quarterly r as needed Engineering Jn Kuhl , meetings, As needed Cmputing presentatins Cmmittee Deans and Assciate TBD , meetings, As needed Deans presentatins Faculty TBD , meetings As needed Staff TBD , meetings As needed Students TBD , meetings As needed Researchers TBD , meetings As needed Surplus TBD Meetings As needed Purchasing TBD Meetings As needed OneIT End User Nicle Riehl Dahya Publishing news Weekly Prject Website and timeline t the website HR Representatives TBD , meetings As needed Updates n prject, feedback frm grup Updates n prject, feedback frm grup Updates n prject, feedback frm grup Updates, staffing decisins Update the public n prject prgress Tim Wlf Mike Frangi OneIT Prgram Office Mike Frangi End User Supprt: Desktp Supprt Prject Plan Page 6 f 8

7 Risk Management Plan Risks will be identified during prject team meetings, interviews r discussins with prject stakehlders. Once identified the risks will be assessed and the likelihd f ccurrence and impact n the prject will be determined. Risk mitigatin strategies will be develped fr risks that have a high impact and a high likelihd f ccurrence n the prject. The risk tracking list will be lcated n the Desktp Supprt SubPrject SharePint Site. Issue Tracking and Reslutin Plan Issues will be identified during prject team meetings, interviews r discussins with prject stakehlders. Once identified the issues will be evaluated, tracked and assigned in the issue tracking list lcated n the Desktp Supprt SubPrject SharePint Site. Metrics / Key Perfrmance Indicatrs Faculty & Staff Satisfactin Survey IT Cmpnent Students and Grad student survey IT satisfactin Methd t track fractinalizatin fr staff savings Pssible KPI s fr End User Supprt Respnse Time First Cntact Reslutin Rate Time t Reslve Incidents v. Service Requests Issue Reslved by Help Desk Emergency Incidents Aging Incidents Ticket vlume Outdated Dcumentatin End user cmpliance re: systems management Outreach Pssible KPI's fr End User Supprt Management Onbarding Strategies Training Opprtunities Emplyee Engagement Effrts Staff Recgnitin Emplyee Retentin End User Supprt: Desktp Supprt Prject Plan Page 7 f 8

8 Key Dates Charter Ratificatin Date 06/01/2015 Prject Plan SC Apprval Date 09/15/2015 End User Supprt: Desktp Supprt Prject Plan Page 8 f 8