Q3

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Q3 Fiscal Year 2009 (Jan 2009 - Mar 2009)

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Accomplishments:

• Student and faculty support for new version of Stellar course management system and Touchstone collaboration accounts rolled out
• Improved input of data as well as understanding of data collections and reporting tools such as RT, Warehouse, eOn call tracking metrics .
  • Began generating reports on breakdowns of Service Center and Call Center tickets across platforms, products/services, and sharing within the team
  .
  • Began regular sharing of
  ata
  • data extracted from eOn using those to improve our on-duty scheduling, and our call handling practices
  .
  • Began collecting, collating and sharing daily trend reports with rest of IS&T
  .
• Encouraged active use of Hermes across the Help Desk, IS&T and Institute colleagues .
  • Ran training sessions for DITR, IT Partners, Sloan STS, VPF staff
  .
  • Moved
  ___
  • large amount of content from private "Help Desk only" space to public space for self-service
  .
  • ; (bdoyle getting me some specifics)
  • Met with Libraries who will begin using Hermes for technical content and update Libraries-specific information already in Hermes
• Reviewed, clarified, and improved our processes for monitoring and responding to the more challenging network issues that cross between Help Desk, Telephony Support and OIS .
  • Cross-group discussions to review and
  revice
  • revise documented escalation procedures and make updates in Hermes
  ; formation
  • Formation of Help Desk subteam to focus expertise on network issues
  ; creation
  • Creation of a network special tag in RT to enable appropriate ticket monitoring
  ; creation
  • Creation of saved RT queries to monitor network tickets that remain in Help Desk queues as well as those that we escalate out
  .
• Drafted high-level plans for Telephony and Computing Help collaboration , and for Service Center redefinition and consolidation. 
  • Began holding regular combine Telephony/Help Desk staff meetings
  , and began getting a couple of
  • Began involving Help Desk staff in monitoring Telephony VoIP help requests
  .  
• Started Service Center redefinition and consolidation
  • Initiated process to move printer repair work from Service Center to outside service provider
  . 
  • Established clear work processes and process leaders for both Hardware and Software repair functions
  .
• Began to think about ways to estimate unit costs for services provided by the Help Desk . 
  • Shared estimates as well as context for estimates with email/calendaring and MITBI support planning efforts
  .
• User Accounts :
  • Completed annual account deactivations in 2nd week of January
  . Began fielding account setup questions from incoming students.
  • New student class of 2013 and graduate student account registrations and mailings completed
  • Sponsored account cleanup completed
  • Accounts support for Touchstone Collaboration Accounts rolled out
• Athena/Academic
  • ACCORD / IS&T / Libraries MIT video strategy project for MITCET started
  • Athena 10 early release rolled out to 50 public student systems
  • Development and delivery work on track for summer 2009 campus-wide release
• Athena/Academic: Athena 10 update? FS/ILG off-campus network installations and upgrades?nearing completion
• VoIP transitions continue at accelerated pace
• Printing and Athena cluster data collection and assessment work to support Education, IT@MIT, and Energy Task Force efforts
• ACCORD sponsor meeting and change in leadership (leadership transitions from OEIT to Libraries)

Challenges:

• Managing anxieties as we are on the verge of some much needed internal restructuring post layoffs and as we rethink our priorities.
• Determining pace and appropriateness of exploring right sourcing of Help Desk services.
• Continueing Continuing to be hampered by a lack of robust and reliable tools for managing tickets, facilitating data mining, managing billing and financial oversight.
• Softphone client delays due to chaning client space; no available multi-platform (Mac & Windows) softclient solution – redefining project scope and goals to look at single-platform solutions and accommodating new goal of substituting a softclient as an option for a normal business phone transition

Goals:

• Implement organizational changes that move affecting the Help Desk to the Service Desk; address and other areas of CSS
  • Address moving staff to new roles, under new leadership
  ; identify
  • Identify and address gaps in this new structure
  • Plan for business continutity across these changes to ensure handoffs and escalations continue to go smoothly
• Make progress on CSIR project to look at alternative sourcing models for Help Desk services.
• Continue to integrate and cross-train Telephony and Help Desk staff.
• Cross train hardware and software repair staff to facilitate more efficient workflow for client issues requiring both hardware and software repair.
• Upgrade hardware and software in public student computing environment
  • Deploy Athena 10/debAthena
  • Cross-grade remaining Solaris hardware and legacy HP hardware to current Dell hardware
  • Fall Readiness (be ready)

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Q2 -- already submitted

Q2 Fiscal Year 2009 (Oct 2008 - Dec 2008)

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