Information Technology at Emory Client Services Client Services Development Overview.

Information Technology at Emory

Client Services

Client Services Development Overview


Information Technology DivisionTechnical Services

Agenda

• Review CSD’s Responsibilities• Discuss Communication Model• Discuss Software Server

Requirements• Discuss Tech Professional’s Tab• Discuss Orientation Program



Client Services Development

Mission Statement

Provide high quality responsive technical

services and facilitate communication

between Technical Services and the Distributed Local

Support community

Call Center

DistributedLocal

SupportSystems

CSD



The Functional Team

Karen Jenkins

Charles DenardTommy Stripling

Al SheltonCraig MyersOpen TBD



CSD Roles & Responsibilities

• Communication to/from Distributed Local Support

• Software Server management

• Magic application management

• Local Support for AIS• DeskNet chair

• Tier II escalation• Consulting services

for DLS• CS web-site lead• Create & maintain

self-service database

• Develop & maintain ITD Orientation Programs



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



Objective – IT Briefing

• Discuss, collaborate, and present enterprise technologies

• Subject Matter Experts present leading edge technology

• Update Distributed Local Support community on ITD initiatives



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.



Objective – LISTSERV’s

• Post questions and answers relating to specific technology areas

• Distribution mechanism to communicate updates and meetings via email



Our Request …

• 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

Objective - DLS Meeting



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.)

• 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



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– ??



Communication Frequency

• IT Briefing• DLS Meeting• Tech

Professionals Tab• DeskNet• Listserv, FYIs,

SIRs• Other(s)?

MonthlyQuarterlyPopulation just

beginningAs neededAs required

CSD Contact:Karen Jenkins [email protected]



Software Server

• Brainstorm on goals, requirements, capabilities, etc.

Desktop Software

Emory Online (EOL)

Meeting Maker

Symantec

Simple GUI interface to allow users to simply

select the product name

and/or icon



Consulting Services

Requirement for CSD Consulting Services

Email sent to: [email protected]

Within scope ofCSD services?

Perform, Manage, and Document Work

Assign Resources

Determineschedule

MMXP to discuss scope and responsibilities

Document roles and responsibilities

Document Project Schedule



ITD Orientation

• Develop ITD Orientation Programs for:– Distributed Local Support– ITD– HR

• Provide program on quarterly basis• Thoughts?



?Questions

Information Technology at Emory Client Services Client Services Development Overview.

Documents

Transcript of Information Technology at Emory Client Services Client Services Development Overview.