04/28/2009

11 am, N42-286, CSS Managers 

Agenda

  • discussion of the calibration process, led by Wilson.
  • org changes, led by Wilson
    -- a quick session on Friday after lunch on the new org structure.  Sr IS&T mgmt will be introduced to it on Thursday.  Have a 4 to 5 pm convivial session.
    Socializing of this will occur starting on Monday 5/4.  Meeting first with the historical team; then meet again as the new team, to conceptualize moving forward.  Groups with the most changes will convene first.
    -- new budgets / structures etc. will really take place July 1; no changes in accounts structure or the work in the immediate future. 
  • Roundtable
    • QR material due - Rob
    • CPW happened; ACCORD news will be announced later; school has two weeks to go.
    • DITR's Justin Fleming is promoting to SLA team, to be backfilled by contractor.  SLA count +1, a research lab (the second) on the 5th floor of E19.  One DLC is looking for possible replace-the-Dept-tech pricing; only one reduction request from 4 hrs to 2 -- may undertake it as an experiment.
      Dell imaging process has a snag or two but is being worked on. 
    • ATIC is working on commencement related projects, esp wrt accessibility map for campus, esp on outdoor boards.
    • Exchange and WebSite projects are butting heads in contending for the same resources.  Training's worry is about Exchange.  Mark is trying to cross-leverage the doc people to help with training, training people to help with docs.
    • Jana reports about the billing process; VoIP transition leading to more training requirements of the CSRs, "here's how to use the phone" presentations.. 
    • Help Desk Service Center is abandoning the printer business.  KSL will be doing it instead, as an offshoot of their established Athena business and independently contracted DLC repairs.  Targetting May 11.  There will be a web form for folks to fill out to request a visit.
      -- ACD message-on-the-fly capability is finally working.  
      (Wilson says that 3down will start posting emails about changes to it, a Jeff Schiller project)
    • Tim reports that Monique is moving into more incident response work to help free Mike to do more work that requires him; working the egregiously unresponded-to tickets about security risks.  There is some evidence that RT-generated emails aren't getting through -- suspicion is SpamScreening either within IS&T mail system or at private servers like CSAIL. 
    • Jeff has been communicating to clients about the likely effect on them of organizational changes here. 
    • Anne learned something new about the KSL changeover.  The clients pay KSL directly so there isn't much impact on our business flow. 
      Anne is rebudgeting various selected accounts to reflect layoffs and changes in professional development policies.  You know who you are.  Let Anne know if you know when there are forecastable changes in your spending.
    • TSM energy savings tool is beta-testing now.
    • IS&T has a printer inventory project to count what we have and decide if savings are possible, led by Jon's energy-oriented enthusiasm.  I'll allot Jon to responsibility for those wrt to CSIR.
    • Wilson's addendum:
      Exchange presentation reviewed with Jerry; IS&T will switch to Exchange soon, as a cavie entity for the transition project.  Flipover will take a week, since we're including the calendar aspect of Techtime.  250 people in IS&T are not now on Exchange. 
      Apple IS&T senior individual visiting on Friday. About how Apple operates on a lean, mean path, in an environment of people very much like ourselves.  Their business processes around technical support seem to be industry-leading.  Tim will recirculate Jay McSweeney's note announcing a broad-audience meeting.
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