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1 ManagementOperationsReviewTeam(MORT) ReportoftheDesktopComputingServices TigerTeam CommitteeCharge ExecutiveVicePresident(EVP)DiazandProvostWoodsoncreatedaManagementOperationsReview Team(MORT)toseekandimplementimprovementstoouroperationalservices.TheMORTteam consistsofdeanakridge(agriculture),deanjamieson(engineering),deanweiser(liberalarts),vice PresidentAlmond(BusinessServices),VicePresidentBuckius(Research),VicePresidentMcMains (PhysicalFacilities),VicePresidentMcCartney(InformationTechnology),andManagingDirectorKen Sandel(OfficeofEVPandTreasurer). TheMORTgroupselectedinformationtechnology(IT)ontheWestLafayettecampusasthefirstfocus areatoexaminepotentialsynergiesandcostssavings.sixcommittees,calledtigerteams,wereformed toexaminethefollowingareas:datacenters,campusitorganizationalstructure, services, OnePurdue,desktopcomputingservices,andthecomputerlabs.Eachteamwastaskedtoprovide recommendationstoimprovethemanagement,efficiency,andaccountabilityofcampus wide informationtechnologyoperations. ExecutiveSummary GeneralFundApproach AnanalysisofdesktopsupportontheWestLafayettecampusfoundthatunitsprovidingdesktop supportwerefundingthecostsfromtheirgeneralfundsandthatfewunitsprovidedserviceoutside theirareas.further,theworkinggroupconcludedthatthemovementofitap scoststoarecharge centerwasinappropriatesincethereisnointenttorecovertheseservicesfromoutside fundingsources andcreatesaninequitywithsimilaroperations. Recommendations Theworkinggrouprecommendsthatunitsthatsupporttheirowndesktopcomputersshouldbudgetthe staffandothercostsintheirdepartmentaloperatingbudgets.unitsthatprovidedesktopsupportto otherdepartmentswillrecoverthecoststhroughaservicelevelagreement(sla)process.unitsthat receivesupportfromotherdepartmentswillpayfortheserviceattheamountagreedtointhesla. ServiceLevelAgreements AnSLAwillbeexecutedbetweentheunitprovidingthedesktopsupportserviceandcustomer departmentreceivingtheservice.theslawilldocumenttheservicesprovidedandthepayment amountfortheservices.theslawillincludethefollowinginformation:term,contactinformation, funding,serviceoverviewincludinghardwareandsoftwaresupport,andapprovals.additional informationmaybeincludedwhererelevant.atemplateslaisprovidedasappendixb. MORT DesktopComputingServicesReport Page1
2 MORT DesktopComputingServicesReport Page2 FeeAssessments Eachdesktopsupportunitwilldeterminethefeeforprovidingtheservicebasedonitsdepartmental general fundcosts.fringebenefitswillnotbeincludedinthefee,astheyarechargedtothecentral poolaccounts.rateproposalswillnotberequired.thefeechargedforaservicewillbedocumentedin thesla. ChargingProcedure Allcostswillbeincurredonthegeneral fundaccountsoftheunitsprovidingtheservice.departments receivingtheservicewillprocessnonrecurringbudgettransferstothesupportingunitbasedonthe assessmentfortheservice.budgettransferswillbedoneatestablishedintervalstobedetermined.the costofprovidingdesktopcomputersupportisanunallowablechargeonsponsoredprojectaccounts. OtherIssues ITaP'scurrentdesktopsupportrechargeactivitywillbetransferredtothegeneralfundoncethis proposalisapproved.slaswillbeprocessedforallcurrentcustomerdepartments.thecurrent year ( )deficitresultingfromfringebenefitchargeswillbeaddressedwithBudgetandFiscalPlanning.
3 AppendixA:TeamMembership ThedesktopcomputingservicesTigerTeamconsistedofthefollowingmembers: DarrylBorgonah ITaPBusinessOffice JulieKercher Updike ITaP,AVPCustomerRelations ConnieLapinskas AssociateProvost,FinancialAffairs MichaelLudwig SponsoredProgramServices JohnShipley Comptroller MORT DesktopComputingServicesReport Page3
4 AppendixB:ServiceLevelAgreement ServiceLevelAgreementfor[Department] Thisdocumentconstitutesanagreementbetweenthe[Department](hereafterreferredtoas Customer)and[DesktopComputingServiceArea]toprovidethefollowingcomputingservices: Windowsand/orMaccomputersupport. 1.Term ThetermofthisagreementisfromMonthDD,YYYYtoMonthDD,YYYY. 2.SLAContactInformation Department [Department] [Name] [Title] 49 xxxxx [DesktopComputingServiceArea] [Name] [Title] 49 xxxxx 3.Funding FundingwillbetransferredtoITaPforthefollowingservices: Thesupportcostsoutlinedaboveshouldbeexpectedtoincreaseannuallyinlinewithactualincreasesinthecoststoprovide service. Anyadditionalworkbeyondthescopeofservicedescribedwillrequireauthorizationbybothofthecontactsidentified above. 4.Reviewandapproval Accountnumber: GeneralLedgernumber: Dept.BusinessOffice Accountnumber:40 Date [DepartmentHead] Date [DesktopComputingServiceAreaHead] Date MORT DesktopComputingServicesReport Page4
![SLAContactInformation Department [Department] [Name] [Title] 49 xxxxx xxxx@purdue.edu [DesktopComputingServiceArea] [Name] [Title] 49 xxxxx xxxx@purdue.edu 3.](/docs-images/58/3735121/images/page_4.jpg "Funding FundingwillbetransferredtoITaPforthefollowingservices: Thesupportcostsoutlinedaboveshouldbeexpectedtoincreaseannuallyinlinewithactualincreasesinthecoststoprovide service.")
5 MORT DesktopComputingServicesReport Page5 5. Service Overview DesktopComputingServiceswillprovidetheCustomerwith: ComputersupportforWindowsand/orMaccomputers,asspecifiedinFundingsectionabove. Technicalsupportforprinters,asspecifiedinFundingsectionabove. CustomeragreestoreimburseDesktopComputingServices$X,XXXfortheperiodMonthDD,YYYYtoMonthDD,YYYY. Additionalcomputerscanbeaddedordeletedasbusinessneedsarisebycontacting.TheSLAwillbemodifiedto reflecttheadditions/deletionsandadditionalchargesonaquarterlybasis. 6.CustomerResponsibilities 7.MinimumHardwareRequirements Supportwillbebrokendownintothefollowingcategories:1)computerhardwaresupport;and2)computersoftwaresupport. 8.ComputerHardwareSupport 8.1DiagnosticSupport 8.2EquipmentEndofLifeManagementSupport(DataSecurity) 9.ComputerSoftwareSupport 9.1PatchingandWorkstationMaintenance 10.Security 11.SupportProcess 11.1SupportInfrastructure 11.2Availabilityintermsofdaysandhours 11.3RequestsandIncidentReporting 11.4AfterHours/WeekendIncidentReporting 11.5IncidentResolution/ResponseTime Standard(targetresolution 3days) Singleuseraffected. ITResourceisavailablewithdegradedperformanceand/orisdifficulttouse. Userrequestsgeneralinformationorconsultationthatdoesnotinvolvelossofservicetoanindividualorgroup. Urgent(targetresolution 1day) Smallgroupofusersdirectlyaffected. ITResourceisavailablewithdegradedperformanceand/orisdifficulttouse. Critical(targetresolution 4hours)
6 Multipleusersaredirectlyaffected. ITResourcecannotfunctionasdesignedandinstalled. Emergency(targetresolution 1hour) Entirecampusormultiplecampusesaffected. Corebusinessprocesscannotbecarriedout. Becausetheimmediategoalistorestorenormalserviceoperationasquicklyaspossibleandminimizetheadverseimpacton businessoperations,resolutionmightinvolveatemporaryworkaroundwhilewaitingforamorepermanentsolutiontobe implementedinthefuture. Resolution alsomaybedefinedasrecognitionoftheincident,appropriateownership,andwork inprogresstosolvethesituation. 12.QuarterlyReport/Review 13.Semi AnnualReview 14.TerminationClause Eitherpartymayterminatethisagreementbyprovidingwrittennotificationtotheotherpartyninety(90)daysinadvanceof termination.inthatcase,aproratedportionoffundswillbereturnedtothecustomer. (Insert Financial Impact Statement) Attachment A: (InsertInventory) MORT DesktopComputingServicesReport Page6
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