May 4, 2011 | Wednesday | 1:00 – 2:30pm| 1414 Mass. Ave. – Rm. 345 IT Services Transition...

May 4, 2011 | Wednesday | 1:00 – 2:30pm| 1414 Mass. Ave. – Rm. 345

IT Services Transition ProgramJoint Steering Committee and Leadership Team

Discussion Document

Agenda

2

• Morning Transition Team Meeting Debrief - All (5-10 minutes)

• Branding and Communications - Mary Ann O'Brien (20-25 minutes)

• WG Focus Area > Client Services (20 minutes):• Proposed Process Design Ownership - All

• Confirming Advisor Participation for This and Next Week

• Org Planning Topics (5-10 minutes)• Official appropriate "titles" for key contacts acting in a relationship oversight role /

function (currently interim label is "Executive Sponsor")

• Old Business: • Position Approval Forms - Vaughn Waters (5-10 minutes)

Morning Transition Team Meeting Debrief (5-10 mins.)

3

• Agenda:

1. Web Portal Work – Scope and Timeline Updates

2. Communications WG Updates

3. Org Planning and Staff Transitioning Updates

4. University-wide IT Updates

• Questions or Concerns?

Branding and CommunicationsMary Ann O’Brien, Co-chair

(20-25 minutes)

Branding and Communications (20-25 mins.)

Today’s Agenda

• Share with you the work and thinking done to date on a brand for the new organization

• Discuss 8 key questions relating to our desired brand/identity

• Confirm scope and deliverables for visuals


A New Verbal System

77


Possible Brand Attributes

clear

defined

disciplined

easy

seamless

simple

simplified

streamlined

targeted

advancing instruction & research

anticipate

aspirations

business-driven

cohesive

collaborative culture

comprehensive

connected

engaged

extensible

Harvard

integrated

mission

partners

trusted

user-centric

agile

certified

effective

efficient

excellence

fast, flexible and flat

professional

qualified

quality

reliable

responsive

service

value-added

courageous

fun

gutsy

honest

outcomes

results

transparent

data-driven

deep expertise

deliberate

forward-looking

highest best use

information

innovation

investment

leveraged

managed

measureable

optimized

options

planned

purposeful

rational

scalable

smart

solutions

standards-based

strategic

technology

Clear

Connected

Quality

Real

Smart

Thought starter: think of these as the 3-5 words that will be on the back of our business cards – as a short-hand for who we are, what we stand for, how we behave, and the experience we deliver.

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Assumptions to Test

• The brand for the new organization should convey that it is unmistakably part of Harvard and use Harvard’s new brand guidelines -- including name, shield, and Crimson color -- as its basis.

• In addition, it should communicate the distinct advantages, promises, potential, and personality of the IT organization, both for employees in the organization and for customers it serves.

• The brand should convey that the organization is an integral (native) part of both FAS and the Central Administration, to minimize the “divide” between the users and the providers of technology at Harvard.

• The organization has a “dual identity” as part of both FAS and Central Administration. Since organization is led by the University’s Chief Information Officer (UCIO), it also has a University-level identity.

• The branding system and designs for this organization should make use of compelling, high-quality, Harvard- and IT-specific photography that:

– Makes the invisible (information technology, IT infrastructure) visible

– Illustrates people using technology, including faculty and students in the classroom

New brand standards that can be consistently applied to all customer- and internally-facing communications on the web, electronically, in print, and physically need to be ready in mid-June, 2011.

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Assumptions to Test

The new organization is expected to comprise these high-level organizational entities, intended to be “fast, flexible, and flat.”

Customer-facing

Overall organization (name to be determined, level 1) with these level 2 sub-groupings:

• Client Services• Administrative IT• Academic IT• Security• Infrastructure• Innovation and Architecture• Strategy and Planning

Internally-facing/other

• Finance• Administrative Support Services• Visiting Committee• CIO Council• Faculty of Arts and Sciences

• Standing Faculty Committee on Information Technology

Each of these organizational entities (and ~50 additional “level 3” sub-groups) will need to be represented in a branding solution.


Naming Options – Names Suggested by IT Staff

1. Harvard University Information Technology – HUIT

2. Harvard Information Technology Services (or Solutions) – HITS

3. Harvard University Technology Solutions (or Services) – HUTS

4. Harvard Information Technology - HIT

5. Harvard University Technical Support and Services – HUTSS

6. Harvard Technology Solutions – HTS

7. Information and Communication Technology – ICT

8. University Information Services– UIS

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Discussion Questions

What is valuable about the current brands that should be retained or preserved?

What is our current identity? What do you like or dislike about it?

If the current brand was an object, what would it be? What would you like it to be?

What do you want the new organization to be known for?

What brands do you find appealing, and similar to what you’d like to see for the new organization?

What aspects of our image need improvement or re-positioning?

What should the new organization be named?

If you had to describe the new organization in one word, what would that be?

Current Context Future Considerations


A New Visual System

13


Needed Visual System Elements (Proposed Starter Kit)

Brand mark to symbolize/convey/evoke the attributes of the new org?

Standard set of names/word marks for the new org and its sub-entities

A color palette including samples with CMYK, PMS, RGB, and HEX values

At least two type face(s) each for print and screen

Photo library (high-quality, Harvard- and IT-specific photographs to illustrate communications)

Downloadable electronic templates for business communications Letterhead, envelopes and business cards (primary and secondary org levels only, no titles) MS-Powerpoint and MS-Word templates An HTML template for mass email communications Leave-behind cards or post-its

Style guide/usage guidelines to drive consistency and quality, including Email signature standards (primary, secondary, tertiary, plus titles) or template The values to select when applying branding to an iSite Brand guidelines for Web site development


Names/Word Marks

1515

Discussion Questions

What is valuable about the current brands that should be retained or preserved?

What is our current identity? What do you like or dislike about it?

If the current brand was an object, what would it be? What would you like it to be?

What do you want the new organization to be known for?

What brands do you find appealing, and similar to what you’d like to see for the new organization?

What aspects of our image need improvement or re-positioning?

What should the new organization be named?

If you had to describe the new organization in one word, what would that be?

Current Context Future Considerations

Process Ownership and Client Services WG Sessions

All(20 minutes)

Proposed Process Design Ownership

17

Process “Owner” per 5/4 Discussion

Service Request Management Client Services

Incident Management Client Services

Problem Management TBD

Change Management (for configurable items specifically)

Infrastructure

Program Management for Complex Strategic Initiatives

TBD

Project Management for Less Complex Operational Initiatives

TBD

Project Management for Discrete Local Service Area-specific Initiatives

TBD

Annual University-wide Strategic Planning + Quarterly Management

TBD

Annual Capital Planning + Quarterly Management Proc

TBD

DID NOT FINISH DISCUSSING

Upcoming Client Services WG Sessions

Date Sue Bob

5/6 Friday No (Library IT Orals) Yes – will try

5/13 Friday TBD TBD

5/20 Friday TBD TBD

5/27 Friday TBD TBD

6/3 Friday TBD TBD

6/10 Friday TBD TBD

6/17 Friday TBD TBD


Org Planning TopicsAll

(5-10 minutes)

DID NOT DISCUSS

Org Planning Topics (5-10 minutes)

20

• Title needed for people responsible for Client Relationship Oversight

DID NOT DISCUSS

Old BusinessAll

(5-10 minutes)


Position Control Process – Vaughn Waters

• New:

– Grade 57 Sr. Technical Service Engineer (TSE) in Stem Cell and Regenerative Biology (SCRB); requested for full-time replacement by Rick Osterberg


May 4, 2011 | Wednesday | 1:00 – 2:30pm| 1414 Mass. Ave. – Rm. 345 IT Services Transition...

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