FY10 Q3
Barbara Goguen's email to Aufiero and Sheppard (dated 4/12/2010)
SUBJECT: Re: Q3 Narrative Reminder
Telephony:
• Smooth transition of telephony from E19
• On-site support for VoIP transitions
o President/Provost/VP Research/Corporate Relations in bldg 3, 7, 10, 11, N52
o Facilities in bldg E19
o MITMCO in bldg E48
• Templates created for All VIP Offices, EECS, Microsystems Technology Lab, MIT Medical, Buildings 26, 34, 36, 38, 39, E23, E39, E40, E51, E52, E60, E70
• CSRs migrated to ACD
Student Staffing:
• Collaboration with Chuck Shubert in OEIT. Service Desk students as UROP employees a percentage of their time during IAP
• Successful Call Center student hiring took place early S10 semester
o Started another hiring effort to complete early Q4
FSX:
• Pharos printing pilot in W20 and W7
• Nominated SIPB for an MIT Excellence Award
• Video tools at MIT
• Athena/faculty working group started
Hermes:
• Hermes presented at NERCOMP with favorable reception
• 287 new articles, 551 modified articles
Hardware:
• 60 Athena machines on campus upgraded in the field (FSX)
• Student Laptop loaner program successfully loaned 70 laptops
Accounts:
• Accounts deactivation in January. Support for all MIT users needing sponsorship updates
Software:
• Academic computing virtual machine created (FSX)
• SPSS renewal
• Work for Matlab license renewal
• Keyserver pilot has started
• Group to review software and service release process has started
• Oracle 11G release ongoing
• Full support for Windows 7 – 32bit started
• Working with SWRT to improve Certaid for Mac OS X & Safari
• File Maker 11 Release
• TSM 6.1 client release project
• Snow leopard support 2/2/10
• Work done to release SAPgui patch that enables support for Windows 7
• Vmware Image project for Business Help applications
• Vpn.mit.edu went live
• VSLS inventory and cost/time estimate for all products almost complete
• Hiring process for vacated VSLS position nearing completion
Documentation and Community outreach:
• Support @ MIT page updated to make it easier to contact the Service Desk.
• Twitter feeds:
o Mobile Ninja getting significant use
o Service desk outage whiteboard listing available in restricted twitter feed
• Work for 4G symposium underway by Mobile Devices team
• Citrix documentation prepared for changes to citrix.mit.edu
• Educational Technology section of IS&T documentation being reworked (FSX)
• Old Athena documentation cleaned up and removed (FSX)
• Getting started documentation being reviewed (FSX)
•
Training/Professional Development:
• Service desk staff attended Windows 7 training
• Cross training of Service Center (Software/Hardware) under way
RT:
• Service Desk and FSX continue to support RT
• Daily trends data now extracted from RT saved for reuse in FileMaker
• Started in depth look at: How the Service desk uses RT
o Our process for ticket escalation
o Practices regarding queue access for IS&T and outside organizations
Email:
• Established internal working group for Exchange related issues
• Worked with OIS and customers to resolve issues with missing email
Network:
• FSILG internal network upgrades finalized early Q3
Upcoming Goals for Q4:
• Dell business process study of the Service Desk
• Matlab renewal by June
• AutoDesk license renewal
• VMware images ready for early summer deployment
• Citrix 10 documentation published in Drupal
• Campus Preview Weekend presence by Service Desk
• Windows 7, 64bit support coming
• Oracle client for Windows 7 release
• Work towards process for upgrading RT, to be completed between FY10 and FY11
• Performance appraisals
• SAPGui for Windows 7 release
• Cross Training of CSRs to broaden their technical skill sets
• Laptop recommendation changes
• Work on printer recommendations
• Reviewing documentation released by AUX with Service Desk consultants
• Internal billing updates, exploring TNSC billing model and tool
• ACD clients updated with new IP address for ACD server
• Outlook mrhalp Exchange profiles installed on all service desk computers to enable better troubleshooting
• Call center to migrate some phones to VoIP
• Exchange test matrix complete
FY10 Q2
Oliver Thomas' email to Elaine Aufiero and cc: to css-managers@mit.edu, Patricia Sheppard and Robert Smyser (dated 1/7/2010)
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