President's Report - FY2010 Q4
________________________________
Smyser's email to Aufiero, CSS Managers and CSS Leaders, (dated 6/25/10)
SUBJECT: RE: REMINDER - CSS FY2010 Q4 Reporting
Related to this, the metrics are due from to Pat on July 6, so I need them from you as early as you possibly can. I have meetings set up with many of you on Friday July 2, where we can transfer as much information as we can.
If you already have your numbers together, or can do so on Wednesday June 30, please get them to me as soon as you have them.
Thanks very much!!
-------
Rob Smyser, Sr Business Analyst
MIT Information Services & Technology
77 Massachusetts Ave #n42-240t, Cambridge MA 02139
617.253.1358 w
From: Elaine Elizabeth Aufiero
Sent: Friday, June 25, 2010 3:43 PM
To: 'css-managers@mit.edu'
Cc: Robert W Smyser
Subject: REMINDER - CSS FY2010 Q4 Reporting
Dear CSS Managers,
This is a reminder that the quarter closes on Wednesday, June 30th. Narrative is due to Patricia and I on Thursday, July 8th. This report will be combined with the previous 3 quarters to create the annual President’s Report. Please make sure your calendar has the following dates listed:
6/30/2010: Q4 closes
7/8/2010: Narratives are due to Patricia Sheppard and Elaine Aufiero
7/13/2010: Draft President’s Report (including metrics and analysis) to managers for review
7/15/2010: Incorporate managers' feedback
7/16/2010: Submit report to Marilyn Smith's office
The official template is attached along with the last quarter's report for your reference (https://wikis.mit.edu/confluence/display/CSSHQ/CSS+Quarterly+Reports
).
It would be helpful if the reports were submitted via the following Wiki sites (place your contribution under the "President's Report - FY10 Q4" section):
Application User Experience: https://wikis.mit.edu/confluence/display/CSS/AUX+QR+History
Departmental Services: https://wikis.mit.edu/confluence/display/CSS/DS+QR+History
Faculty and Student Experience: https://wikis.mit.edu/confluence/display/CSS/FSX+QR+History
CSS Headquarters: https://wikis.mit.edu/confluence/display/CSS/CSS+HQ+QR+History
IT Security Services: https://wikis.mit.edu/confluence/display/CSS/ITSS+QR+History
Metrics: https://wikis.mit.edu/confluence/display/CSS/Metrics+QR+History
Service Desk: https://wikis.mit.edu/confluence/display/CSS/SD+QR+History.
Please feel free to contact Patricia Sheppard <pshepp@mit.edu> or I, if you have any questions.
______________________________
Elaine E. Aufiero
CSS Administration
Massachusetts Institute of Technology
IS&T - CSS Headquarters
77 Massachusetts Avenue
Building N42-250d
Cambridge, MA 02139
Telephone: 617-715-2448
Cell: 339-224-0345
Fax: 617-258-6875
Email: eaufiero@mit.edu
IMPORTANT: IS&T IT Staff will "NEVER" send you email requesting your password information. Please ignore any small messages that claim to require you to provide such information.
________________________________
Goguen's email to Aufiero and Sheppard (dated 6/25/10)
SUBJECT: Re: Updated Draft Email for Quarterly Report Due Dates
This looks great as is. Please go ahead and send it out so that folks have some time to get working on their contributions.
Thanks!
Barbara
On 6/25/10 9:33 AM, "Elaine Elizabeth Aufiero" <eaufiero@mit.edu> wrote:
Hi Barbara and Patricia,
Here is the updated revised draft email for the Quarterly Report Due Dates (dated 6/25/10):
Dear CSS Managers,
This is a reminder that the quarter closes on Wednesday, June 30th. Narrative is due to Patricia and I on Thursday, July 8th. This report will be combined with the previous 3 quarters to create the annual President’s Report. Please make sure your calendar has the following dates listed:
6/30/2010: Q4 closes
7/8/2010: Narratives are due to Patricia Sheppard and Elaine Aufiero
7/13/2010: Draft President’s Report (including metrics and analysis) to managers for review
7/15/2010: Incorporate managers' feedback
7/16/2010: Submit report to Marilyn Smith's office
The official template is attached along with the last quarter's report for your reference.
It would be helpful if the reports were submitted via the following Wiki sites (place your contribution under the "President's Report - FY10 Q4" section):
Application User Experience: https://wikis.mit.edu/confluence/display/CSS/AUX+QR+History
Departmental Services: https://wikis.mit.edu/confluence/display/CSS/DS+QR+History
Faculty and Student Experience: https://wikis.mit.edu/confluence/display/CSS/FSX+QR+History
CSS Headquarters: https://wikis.mit.edu/confluence/display/CSS/CSS+HQ+QR+History
IT Security Services: https://wikis.mit.edu/confluence/display/CSS/ITSS+QR+History
Metrics: https://wikis.mit.edu/confluence/display/CSS/Metrics+QR+History
Service Desk: https://wikis.mit.edu/confluence/display/CSS/SD+QR+History.
Please feel free to contact Patricia Sheppard <pshepp@mit.edu> or I, if you have any questions.
______________________________
Elaine E. Aufiero
CSS Administration
Massachusetts Institute of Technology
IS&T - CSS Headquarters
77 Massachusetts Avenue
Building N42-250d
Cambridge, MA 02139
Telephone: 617-715-2448
Cell: 339-224-0345
Fax: 617-258-6875
Email: eaufiero@mit.edu
IMPORTANT: IS&T IT Staff will "NEVER" send you email requesting your password information. Please ignore any small messages that claim to require you to provide such information.
________________________________
Sheppard's email to Aufiero and cc: Goguen (dated 6/24/10)
SUBJECT: Re: FY2010 Report to the President
Elaine,
I already put the HQ narrative in the wiki under https://wikis.mit.edu/confluence/display/CSS/CSS+HQ+QR+History
- Pat
On 6/24/10 12:17 PM, "Patricia Sheppard" <pshepp@mit.edu> wrote:
FYI
We will need to have a very aggressive schedule to meet this deadline.
I would propose the following:
6/30/2010: Quarter closes
7/6/2010: Narratives and metrics (including analysis) are due to Patricia Sheppard and Elaine Aufiero
7/8/2010: Draft President's Report out (including metrics and analysis) to managers for review
7/9/2010: Managers' feedback due to Patricia and Elaine
7/12/2010: Submit report to Marilyn Smith's office
Elaine has drafted an email that can incorporate the dates and send out early next week. Rob will need to set up a schedule with the teams to meet these deadlines as well, as metrics will need to be in by July 6th.
Thanks,
Pat
________________________________
Sheppard's email to Aufiero and Smyser and cc: Goguen (dated 6/24/10)
SUBJECT: FW: FY2010 Report to the President
FYI
We will need to have a very aggressive schedule to meet this deadline.
I would propose the following:
6/30/2010: Quarter closes
7/6/2010: Narratives and metrics (including analysis) are due to Patricia Sheppard and Elaine Aufiero
7/8/2010: Draft President's Report out (including metrics and analysis) to managers for review
7/9/2010: Managers' feedback due to Patricia and Elaine
7/12/2010: Submit report to Marilyn Smith's office
Elaine has drafted an email that can incorporate the dates and send out early next week. Rob will need to set up a schedule with the teams to meet these deadlines as well, as metrics will need to be in by July 6th.
Thanks,
Pat
–
Patricia Sheppard
Business Manager
Client Support Services
Infrastructure Software Development and Architecture
MIT Information Services & Technology
617-253-3179
http://ist.mit.edu
------ Forwarded Message
From: David Segaloff <segaloff@mit.edu>
Date: Thu, 24 Jun 2010 12:02:33 -0400
To: ist-srstaff <ist-srstaff@mit.edu>
Cc: Patricia Sheppard <pshepp@mit.edu>, Veronica R DuLong <dulong@mit.edu>, Michael L Harrington <marypo64@mit.edu>
Subject: FY2010 Report to the President
Hi,
As discussed at Sr Staff this morning, the annual Report to the President for 2009-2010 needs to be submitted to the publication’s office and Terry Stone by Friday August 6th. It is important that all data gathering and the reports for your areas be submitted to both Christine Fitzgerald and me no later than End of Day Monday, July 12th..
We will be following the same general format as last year’s report, which I have once again attached.
Your report should focus on the major accomplishments for your areas this past year and why it was important to MIT or how it had an impact on MIT. Please keep it non-technical and high level so it is understandable by non-IT people.
Also, please ensure that the IS&T Outside Leadership activities and External Publications and Presentations wiki’s are updated. As we reference them in the report.
• IS&T Outside Leadership activities wiki at https://wikis.mit.edu/confluence/display/ISToutside/Home
• External Publications and Presentations wiki at https://wikis.mit.edu/confluence/display/ISTexternal/Home
NOTE: All data on the above wikis needs to be updated by early August to be ready for the reports.
Attached is last year’s report which should be used as a template and for reference of past information. The publications office provides an annual report style guide (http://web.mit.edu/annualreports/styleguide.html) to assist in the preparation of the report. They recommend we use the prior year’s report as a template in the creation of our report as it already contains the styles we’ll need (e.g., Headings 1, 2, 3; Normal [for all body text]; and table styles).
David Segaloff
Special Assistant to the Head of
Information Services and Technology
Massachusetts Institute of Technology
77 Massachusetts Ave. Room W92-283
Cambridge, MA 02139
617-253-3460
segaloff@mit.edu
------ End of Forwarded Message
Document attached to this email:
Vice President for Information Services and Technology
The success of MIT’s Information Services and Technology Department (IS&T) relies on its ability to support MIT’s core mission—to advance knowledge and educate students in science, technology, and other areas of scholarship that will best serve the nation and the world in the 21st century—by working in partnership with the Institute’s faculty, students, and staff to maximize the value of information technology in their work.
Highlights
The financial crisis that has impacted the country has also affected the university com-munity. With an eye toward continuing to be fiscally responsible with MIT resources, this has been the first year of several in which restructuring our services to better support MIT’s mission at a lower cost has been a core driver of change and decision making. IS&T reduced expenses by 7 percent during FY2009 and is making similar cuts for FY2010.
We continue to focus on the core services we provide to MIT’s faculty, students, and staff. Six key areas stand out for FY2009:
• Data centers
• Email and calendaring
• HR/Payroll augmentation
• Identity services
• New student system
• Next-generation wireless
Data Centers
IS&T continues implementing its data center strategy to include on-campus and off-campus facilities, outfitting them to meet the broad community we serve.
Today we have four primary data center facilities: W91, W92, E40 (on-campus), and OC11 (off-campus). The addition of OC11 has provided redundancy and improved levels of service and availability, better positioning the data centers to meet community needs for colocation and research computing (high-power computing) services.
Enterprise-wide applications and services are in the process of being migrated from the W91 data center to OC11. At the completion of the migration, IS&T will have increased UPS power in W91 for use by colocation clients and research computing on-campus by 110 kW. The majority of services have been virtualized, simplifying the migration and saving approximately 8 racks of physical space along with at least 20 kW of power. In an effort to improve our data center facilities and maintain an even denser environment, we have used computational fluid dynamics (CFD) to analyze and implement methods for air flow improvements. CFD along with virtualization has allowed MIT to reduce our carbon output even further.
IS&T also continued to enhance our storage services. A new storage network has been deployed providing over 300 TB of data storage to the MIT community and allowing transit of storage traffic between any of our data center facilities.
In parallel, we have actively participated in two large research computing initiatives: Western Massachusetts/Holyoke and the Lab for Nuclear Science (LNS) Bates High Per-formance Research Computing Facility (HPRCF). These initiatives explore different aspects of computing infrastructure and costs, with a particular focus on leveraging lower cost utility power in different geographic areas. The LNS/Bates HPRCF is a retrofit of the former Bates Linear Accelerator site in Middleton, MA. IS&T is supporting the project through the implementation of a dark fiber network between Boston and Middleton providing a 10 Gb/s high-speed link.
In collaboration with the vice president of research, Lincoln Laboratory’s chief informa-tion officer, the dean of the School of Engineering, the dean of the School of Science, and the associate provost for space planning, IS&T sponsored a cross-departmental team to develop an energy-efficient and cost-effective facility design in line with the growing needs of high-performance computing. MIT’s high-performance computing center (HPCC) concept design has been completed and includes site alternatives, power source studies, power management and cooling technologies, and high-level cost estimates based on design alternatives. The outcomes of and knowledge gained from the study were instrumental in creating a collaborative opportunity that led to a memorandum of understanding among the state of Massachusetts, MIT, Boston University, the University of Massachusetts, and technology companies EMC and Cisco to build a new HPCC facility in Holyoke, MA, a key development area for the commonwealth. Planning is in the early analysis stages for a multifaceted environment supporting large-scale computing with power, cooling, and “green” objectives.
Email and Calendaring
Email and calendaring are two of the most significant applications in the MIT information technology (IT) landscape, and IS&T continues to assess and evaluate email and calendar service offerings to the MIT community. Based on our assessment and community input, IS&T added Microsoft (MS) Exchange infrastructure to provide an optional integrated email and calendaring solution in addition to the existing Internet Message Access Protocol (IMAP) infrastructure for email and MIT TechTime™ for calendaring. We will continue to evaluate other services, including outsourcing, in FY2010.
In FY2009, the Exchange infrastructure for email and calendaring services was offered to a limited number of IT experts, IS&T staff members, and departments. Early adopters included IS&T, MIT Press, the Office of Sponsored Programs, Human Resources (HR), the Sloan School of Management, the Alumni Office, Office of the Dean for Undergraduate Education administration, and Libraries. IS&T created a cross-directorate transition team to focus on client migrations, formal documentation, training, call center support, and communications. Beginning in September 2009, MS Exchange infrastructure will be offered as an optional solution for those members of the MIT community desiring integrated email and calendaring, a more feature-rich webmail environment, and stronger support for mobile devices such as iPhones and Blackberries. This new integrated email/calendar environment will reduce our support costs and simplify our email and calendar service offerings to the community; in addition, it would enable the retirement of our existing webmail service and TechTime™ calendar.
IS&T also continues evaluating technologies to enable better spam email management by our community. In April 2009, IS&T introduced a new anti-spam service, Brightmail’s Spam Quarantine. Spam Quarantine allows more efficient use of our email storage re-sources and enhanced backup and recovery as the amount of email data being stored is greatly reduced. Spam Quarantine also allows the retirement of aged equipment and the implementation of self-service websites providing more user-friendly and intuitive service to the MIT community.
HR/Payroll Augmentation
IS&T, Human Resources, and the Office of the Vice President for Finance made substantial improvements in HR/Payroll, reduced the backlog of issues, and achieved a significant reduction in the rate of new issues. New functionality supporting online vacation entry, online appointment processing for terminations and supplements, and the new spouse and dependent life insurance benefit was delivered. The entry of graduate and summer session appointments was automated. A three-year plan of further improvements to systems, processes, and organizations supporting HR/Payroll was developed, and projects were launched to automate MIT’s request for payment process and implement a new travel expense reporting and reimbursement solution in FY2010.
Identity Services
MIT Touchstone, the IS&T single sign-on solution, was released to the general developer community in September 2008 and to the MIT community in October 2008. An Informa-tion Technology Architecture Group (ITAG) presentation was given to more than 60 members of the IT community with terrific interest in and response to Touchstone enabling of applications around the Institute. MIT has joined the InCommon Federation and will now have a seat on the InCommon Technical Advisory Council. With Touchstone/Collaboration Accounts Management System live, time was spent working with key applications on how to migrate to using Touchstone for the MIT community and its guests as the primary access mechanism.
IS&T launched another identity services project, “perMIT.” The perMIT project’s purpose is to translate MIT’s Roles Database, the common tool for setting authorizations that has been in production use for over 10 years, to an open-source community project. The perMIT service interface to authorization management, facilitating loosely coupled applications, is a great benefit to the community. Development is still under way, with the goal of implementing perMIT at MIT by January 2010. The service will provide an authorization management system that can be used to support applications with awareness of federated authentication, allowing authorizations for the broader university community, not one simply defined by people who have an MIT Kerberos principal.
New Student System
The Next Generation Student Services System (NGS3) (formerly Student System Vision Study) program continued with several planning and analysis activities in collaboration with offices under the dean for undergraduate education, the dean for graduate education, and the dean for student life. MITSIS Decommissioning Analysis and Documentation Project results will help guide the eventual safe dismantling of the legacy student system. Work progresses on the Business Process Design-Enrollment Project, the first of about two dozen workflow analyses that will redesign and streamline current student administration business processes and, where appropriate, prepare them for automation. The IS&T Readiness Assessment and Technical Strategy and Testing projects were both completed. IS&T will need significant focus on process, methodology, and resource development once a technical solution path is chosen.
We continued our participation in the design of the multiuniversity collaborative Kuali Student with the goal of having components that can form a foundation for customized student systems on multiple campuses. In FY2010, NGS3 will continue the Scoping and Business Process Design projects, the MITSIS Analysis, Kuali Student, and a narrowly focused technical project in order to provide an assessment of Kuali Student’s future ca-pabilities for addressing MIT’s student system needs.
Next-Generation Wireless
MIT’s wireless network has developed from a complementary network service delivered to key “hot spot” locations into the predominant method of connecting to the MIT network across our campus. The continued development of wireless devices such as iPhones, laptops, and Blackberries has transformed wireless network connectivity from a luxury and convenience into a daily necessity. Originally deployed in 2004, MIT’s wireless network is now made up of approximately 3,600 wireless access points throughout the MIT campus, providing speeds of up to 54 Mb/s with limited roaming capability.
In June 2008, IS&T started upgrading the campus wireless network to a centrally controlled Cisco wireless infrastructure that uses the latest high-speed wireless protocols (802.11n). The new wireless infrastructure provides higher bandwidth (up to 300 Mb/s), seamless roaming across the MIT campus, a higher degree of reliability through centralized controller management, and an overall increase in wireless coverage through improved radios and management. This next-generation wireless network upgrade will allow IS&T to meet the needs of an increasingly mobile campus over the coming years. By June 2009, approximately 40 percent of the academic and administrative buildings throughout the MIT campus had been upgraded.
Summary of Financials for FY2009
IS&T’s gross expense budget for FY2009 totaled $67.4 million. Working carefully to cut spending in the second half of the fiscal year given the Institute’s financial constraints, IS&T was able to end the year with gross expense spending of $62.2 million, $5.2 million, or 8 percent, under the gross expense budget. This was accomplished by very closely reviewing all expenditures and in part by negotiating reduced rates with vendors, as well as not filling most open positions. Staff reductions through layoffs will further reduce the expenditures in FY2010.
Approximately 45 percent of IS&T activity is funded from services rebilled to departments using telephone and network services, server management and colocation services, and other rate-recovered services such as desktop support, software distribution, and de-partmental website and database consulting and development. The bulk of other IS&T funding is an allocation from MIT’s general budget. Spending in FY2009 was distributed as follows: 49 percent for ongoing operational support and service, 24 percent for main-tenance and enhancements that retain current functionality, and 27 percent for new products and services, as well as upgrades that introduce new functionality.
In FY2009, IS&T used $9.8 million of the annual $10 million funding pool for software development projects. Approximately 36 percent was spent to develop student systems, including the Next Generations Student System, Online Subject Evaluation/Who’s Teaching What, Double Majors, and Ethnic Data Tracking and Reporting. An additional 37 percent was spent to support administrative systems software development projects, including Appointment Process Redesign (Manager Self Service), SAPweb Request for Payment and Direct Deposit, Graduate Appointments, and a number of smaller SAP New Functionality projects. The remaining 27 percent was used for software infrastructure projects, including the release of Stellar 2.1 and the online Textbooks Initiative, Touchstone and Thalia releases, MIT Mobile web, Athena 10 (Debathena), the IS&T website, completion of core developer tools, and Managed Data Services.
Investment in new capital assets and infrastructure upgrades for the Telephone and Network Service Center in FY2009 totaled $13.5 million; the depreciation and interest on these are included in the annual budget numbers above. This provided funding for the connection of OC11 to MITnet, for equipment related to the ongoing deployment of Voice over Internet Protocol (VoIP), and for all network upgrades and renovations of telephone and data communications rooms. Capital investment in the Server Operations Service Center for FY2009 totaled $707,000 and consisted of server equipment and SAN storage.
IS&T Organization, Strategic Themes, and Accomplishments
The IS&T organization comprises four operational groups:
• Client Support Services (Wilson D’Souza, acting director)
• Infrastructure Software Development and Architecture (Wilson D’Souza, director)
• Operations and Infrastructure Services (Theresa Regan, director)
• Student and Administrative Information Services (Christine Meholic, director)
These operational areas are supported by the IS&T vice president’s office, which includes communications, relationship management, and project management, as well as Human Resources and Finance and Administration.
IS&T’s work focuses through the lens of seven strategic themes:
• Service orientation: understanding the goals and missions of the people and or-ganizations at MIT to foster a collaborative environment for solving problems and planning for future information technology needs
• Technological innovation and leadership: generating the ideas and experiments that will lead to the next generation of IT services
• Excellence in project execution and management: on-schedule, on-budget delivery of hardware and software systems that meet or exceed client expectations
• Collaboration: working with other IT departments on campus, computer users throughout MIT, and colleagues located at other higher education institutions to ensure that IS&T is providing the highest-quality and most cost-effective infor-mation services support and technology available
• Communication: improving the flow of information throughout IS&T and the MIT community, engaging clients and colleagues in a dialogue about IT needs and pri-orities, increasing the visibility and benefits of IT services, and creating the identity of IS&T as an effective service organization
• Fiscal responsibility: a high degree of fiscal responsibility coupled with sound fi-nancial management
• Personnel development: giving each member of the IS&T community the oppor-tunity to contribute to the full extent of his or her capabilities
Below are some examples of our activities grouped by strategic theme, although many IS&T activities may reflect several of these themes.
Service Orientation
Stellar Course Management System version 2.2.1 was released in January. New features include updates to the Gradebook (spreadsheet upload, section-based filtering, and role-based access), easier materials management with topic reordering (drag/drop), topic col-lapse/expansion, a more streamlined upload form, and added ability to upload larger files. The Physics and Mathematics departments transitioned from a local course grade management application (run solely out of the Physics Department since 2003) to the Stellar Gradebook. January also marked the release of the Online Textbooks Initiative.
The MIT Wiki Service, launched in 2007, was hosting a total of 1,391 wiki spaces at the end of FY2009 in support of MIT classes, administrative units, community organizations, and research groups. Performance upgrades were implemented in March 2009. In April, the Wiki Service began relying solely on MIT Touchstone as the system for managing user log-ins. In June, the team released the Gliffy plug-in, giving users the capability to add diagrams to wiki pages.
Thalia, a web-based tool that allows users to manage images and other digital media files, was made available to the community in January. A general usability upgrade in April incorporated a series of fixes focused on improving usability of the global application.
Payment Card Industry (PCI) security policies and procedures for merchant (credit card) services were developed, and all but seven of the 100-plus MIT credit card merchants were converted to a PCI-compliant solution. This means that MIT departments now follow approved procedures for securing credit card transactions against identity theft.
The insideMIT portal (beta) was reinstated in January, followed by a soft rollout to IS&T and select administrative groups such as the Administrative Systems and Policies Coordi-nating Committee, the Administrative Advisory Council II, and IT Partners. The new portal will provide tighter integration with SAP data than current gateway pages and enable users to customize their homepage around individual needs. A wider rollout is planned for FY2010.
The IS&T Training Team delivered 239 classes in FY2009. Training classes supported the implementation of MS Exchange for email and calendaring, Coeus, graduate web ap-pointments, the SAP Appointment Redesign initiative, departmental web publishing, and IS&T-supported software and services. The Training Team continued to deliver online, on-demand educational resources through the creation of Captivate informational and how-to videos as well as the popular Element K series of titles. Through the Boston Consortium, we continue to offer the MIT community access to high-quality training classes provided by CompuWorks and New Horizons at below-market rates.
A new system for Server Operations customer billing and server data was deployed this year, providing automated quarterly billing and service-level agreement (SLA) process changes and saving several weeks of staff time per year.
The Publishing Team documented 73 IS&T projects and initiatives, including MS Exchange for email and calendaring, Stellar, Coeus, SAP HR/Payroll, mobile devices, and multiple desktop software releases. Our documentation, distributed online and, as necessary, on paper, provides the MIT community with the knowledge and how-to procedures they need to use IS&T services efficiently and effectively.
IS&T’s Adaptive Technology for Information and Computing (ATIC) team offers infor-mation technology accessibility solutions for persons with disabilities. Through outreach programs, the number of web and software accessibility reviews performed in FY2009 increased by 17 percent to 150 and included over 45 participating departments, labs,and centers (DLCs). The team completed 287 consultations for MIT students, faculty, and staff with disabilities and temporary injuries, recommending or providing software and hardware solutions specific to individual abilities. For FY2009, ATIC supported a 53 percent increase in the number of MIT undergraduate and graduate students requiring use of the ATIC Lab in 7-143. In addition, ATIC, in collaboration with MIT Facilities, published the first online MIT campus accessibility map (http://web.mit.edu/campus-map/pdf/mit-accessibility-color-2009.pdf), providing information on the major means of physical access to the MIT campus for persons with mobility impairments.
The Departmental Consulting and Application Development (DCAD) team continues to produce high-quality nonenterprise databases, as well as static and dynamic websites, including the IdeaBank system used by this year’s Institute-wide Planning Task Force. In FY2009, the team engaged in over 200 projects for more than 60 DLCs, an increase of 10 percent over FY2008.
The Departmental Information Technology Resources (DITR) group provides desktop support to 51 DLCs with over 1,000 computers. DITR has contracted with Dell’s Factory Integration program to preinstall the hard disks of new computers supplied to Desktop Deployment and Maintenance Team clients with the range of MIT-supplied software, saving hours per computer in set-up time and ensuring error-free installations. The team uses the Bomgar remote support application and Altiris asset tracking software to reduce the need for on-site visits to DLCs, allowing more resources to flow to the Preventative Maintenance Program.
Technological Innovation and Leadership
ITAG’s Technology Architecture and Planning (TAP) team was organized to provide advice and counsel on IT projects and to develop recommendations about appropriate technology for new projects. Members of TAP are selected from senior technical staff in all IS&T directorates. In FY2009, over 20 projects consulted TAP, including MIT Business Intelligence, perMIT, Athena 10, High Impact Data Protection, email/calendaring, and insideMIT’s Portal platform.
The Web Services Working Group was initiated in the early part of FY2009. This group is intended to be the mechanism for guiding the creation of web services going forward and defining reasonable coding and deployment practices.
The Kerberos Consortium released Kerberos 1.7a, which incorporates an independent implementation of the Microsoft protocol extensions. In addition, the Kerberos team:
• Publicly released a significant new working paper titled “Towards Kerberizing Web and Identity Services”
• Held its first Interoperability Plugathon, hosted by Microsoft, with 14 attendees from six different organizations
• Initiated a new collaboration with Red Hat, Ubuntu, and Sun to create a bundle of open-source components whose combined functionality approximates that of a Microsoft Active Directory server
Working with staff in over 40 departments, IS&T continued the migration of MIT’s tele-phone system to VoIP, with the majority of the MIT campus expected to be migrated by end-of-summer 2009. The MIT VoIP transition team completed the migration of more than 7,500 lines and 10,000 phone devices. Migration to VoIP technology will allow the use of a common network infrastructure for the delivery of data and voice across the MIT campus, realizing substantial savings for the Institute by leveraging the efficiencies of the MIT network.
As a replacement for MIT’s aging analog cable TV infrastructure, IS&T started the im-plementation of an IPTV service in early 2008. Milestones in the project include success-fully concluding negotiations with Comcast for digital TV content and the installation of the IPTV head-end at OC11. Closely watched by a number of MIT’s peer institutions, it is to our knowledge the first all-digital IPTV project at a university. This continues the trend started with the VoIP project to move services from separate, monolithic infrastructures to applications on the IP data network. This project, one of IS&T’s big initiatives for FY2009, was completed in June of 2009.
MIT Mobile code was licensed as open source in March 2009. In addition, the team has developed new modules including TechCASH (beta), the MIT SMS text messaging service, and a customizable MIT Mobile homepage.
The energy impact from the use of servers on campus is significant. Server virtualization as a strategy enables the consolidation of a number of underutilized physical servers through the creation of multiple virtual machines on a single physical server. An added benefit is the ability to run multiple operating systems on a single server. The reduction in physical servers results in power and cooling energy savings as well as savings in overall capital costs. We have seen a reduction of almost 2 million kWh through hundreds of virtualized servers in IS&T, Lincoln Laboratory, and other departments. IS&T has licensed virtualization software for use at MIT from VMware Inc.
IS&T completed a review and investigation of alternatives for robust, scalable, and sus-tainable data encryption technology. PGP whole disk encryption has been selected for MIT. This will help MIT comply with rules and regulations related to personally identifying information stored on various computing devices. MIT has a technical infrastructure and process to deploy whole disk encryption technology for those who must carry sensitive information on their laptop computers.
The Technical Services (TS) team continually improved physical and application hardware infrastructures. By extending the capacity of MITSIS through the addition of two new application servers, it is now easier to handle the load at peak times such as Registration Day. TS also executed a successful SAP disaster recovery exercise, failing over from the W92 data center to the E40 recovery site across campus. Key findings were shared with Lincoln Laboratory to assist with its business continuity plan. Several Student Information Services (SIS) applications were migrated off the underutilized Works servers, which will allow for their retirement in FY2010, saving money and reducing the energy footprint.
The FY2009 Athena 10 implementation is based on the Debathena Project of the Student Information Processing Board (SIPB). IS&T released Athena 10 as a continued effort to provide cost-effective value as one of the many computing platforms at MIT. Athena 10 provides a tight integration of user interface, services, applications, and tools. What makes this deployment different from previous implementations is that it maintains service levels for existing customers and offers new customers the ability to install Athena on top of rather than instead of their present Ubuntu system. In addition, components are unbundled and can be mixed and matched into packages, marking a real departure from past practices. The Athena Release Team continues to collaborate with SIPB, making Athena a community-based development effort.
IS&T launched the Hermes Knowledge Base system in FY2009. Hermes serves as the community IT knowledge base and help portal for MIT. This service is a strong complement to our Service Desk and also allows for sharing of information across the organization. Hermes enables all IT support providers at the Institute to contribute to the knowledge base, allowing members of the MIT community looking for IT solutions to search Hermes and retrieve the broadest possible results. This wiki-based service provides the ability for many to contribute and modify content and includes an interface that can be customized. IS&T designed and implemented the interface to meet various functional needs, including an easy-to-use search feature and icons that indicate the sources of contributions.
Excellence in Project Execution and Management
Working with MIT Facilities, we successfully completed several large construction projects to install new or upgraded IP-based communications services. These MITnet im-plementations are critical to providing core services such as wireless and MITvoip to the new graduate residence (NW35) and three residential upgrades (W5, W51 and W61), as well as academic/administrative buildings (7 and 34).
The SIS team successful delivered five projects while maintaining committed resource allocation levels to production support and enhancement requests. Two projects were es-pecially important to our graduate student population, as follows.
• Graduate P/D/F Project: This project provided functionality so that students could designate courses with a grading option of Pass/D/F. Given this flexibility, more students are likely to experiment with difficult courses outside of their degree program without being concerned that these courses could negatively impact their GPA.
• Online Dental Insurance Application: Steve Lerman, dean for graduate education, learned that students were neglecting their dental health because they did not have easy access to affordable dental care. In collaboration with Dean Lerman, SIS created a system for students, their partners, and their dependents to apply for Delta Dental insurance at a volume discount. This small project had a large impact on the health and wellbeing of our graduate student constituency.
Other project achievements during FY2009 included completion of modifications to MITSIS to accommodate double majors (instead of double degrees), as mandated by the Faculty through the Undergraduate Educational Commons Task Force recommendation. The project went live at the end of June, and the Registrar’s Office has already received student applications under the new academic policy.
Collaboration
The Data Reporting Services team, in collaboration with DCAD, completed development and rollout of the first phase of the Managed Data Service for the Office of Minority Education in March. In addition, the team has been collaborating with the MIT community on creating new forecasting, modeling, and reporting tools. This effort will lead to an enterprise forecasting solution for research centers and DLCs across campus.
A collaborative effort of the Content and Collaboration Service development team, the Client Support Services (CSS) Publications team, and Operations and Infrastructure Services (OIS) Network Services resulted in the formal launch of a web authoring envi-ronment built on Drupal, a new technology for IS&T, and the new IS&T website moving into production at the end of June.
Several IS&T staff participated on MIT task forces this spring. Christine Meholic, director of Student and Administrative Information Services, served on the Administrative Processes Task Force, and Mark Damian, manager of student systems, served on the Education Task Force cochaired by Dan Hastings, dean for undergraduate education, and professor Eric Grimson. Theresa Regan, director of OIS, served on the Procurement Task Force. Two people served on the IT@MIT Task Force: Taeminn Song, senior project manager in the Office of the Vice President, and Wilson D’Souza, director of CSS and Infrastructure Software Development and Architecture (ISDA), who served as cochair with professor Tom Malone of the Sloan School.
Communication
The IS&T Communications Team, whose primary goals are to create a unified identity for the organization, increase the visibility of our products and services, and promote our presence inside and outside the MIT community, partnered with CSS, ISDA, and OIS to redesign the IS&T website, our primary communication tool.
In line with MIT’s cost-cutting efforts and as part of our annual planning, we revamped our strategy to reduce print communications and refocus on alternative delivery methods such as the website, social media, and face-to-face outreach. As part of this reduction in print, we made a conscious decision to eliminate the IS&T print newsletter, resulting in approximately $30,000 in savings annually; the last print issue was the July/August 2009 issue. The future focus will be on developing an online newsletter that will be part of our newly designed website.
IS&T participated in the Procurement and Travel vendor fairs in an effort to promote and market IS&T services to the community. We developed two targeted brochures: “IS&T Services at a Glance” and the “Keep in Touch” brochure to promote services during out-reach. We continued to engage in both formal and informal outreach with the community in areas such as targeted community forums, including the IT Security Day for Cybersecurity Awareness in October, where we collaborated with the Audit Division and the Facilities Department; focus groups on email and calendaring services; workshops at the IT Partners spring conference; DITR outreach to SLA clients; Stellar outreach with the faculty community; and individual staff outreach with clients on a regular basis.
Fiscal Responsibility and Financial Management
IS&T launched an internal team to identify cost-saving opportunities and help realize savings. IS&T as an organization identified over 250 potential opportunities for cost sav-ings. More than $1.4 million in permanent savings was realized in FY2009, and over $1 million in further opportunities will be realized for FY2010. IS&T has begun analyzing 15 additional ideas to assess the potential impact of various service delivery and outsourcing activities.
Personnel Development
Providing each member of the IS&T community an opportunity to contribute to the full extent of his or her capabilities, the IS&T HR Group offered services and support in the form of recruitment and staffing, employee relations, performance management, training and instruction, organizational development, rewards and recognition, and compensation, benefits, and policy administration.
A number of staff from all areas of IS&T have taken part in training and instruction ses-sions offered by the Institute, including AO (Administrative Officer) Fundamentals, Eve-ryday Leadership, and Managing for Excellence. One IS&T staff member was selected to participate in MIT’s Leader-to-Leader (L2L) Program, five senior staff enrolled in the IT Leaders Program hosted by MOR Associates, and one was selected to participate in the Susan Vogt Leadership Fellows Program offered by the Boston Consortium for Higher Education.
Services
IS&T is a dynamic environment. We are constantly adding new services to our portfolio and, to a lesser extent, decommissioning services.
New IS&T Services and Systems
• Administrative systems ethnic origin reporting
• Configuration management
• Custodial and grounds web entry
• Double majors
• Early release of Athena 10 (Debathena)
• Exempt vacation tracking for sponsored research
• Graduate appointments
• Graduate dental insurance
• Humanities, Arts, and Social Sciences Distribution (HASS-D) lottery rewrite
• insideMIT reinstatement
• IS&T Drupal content management system
• Kerberos 1.7
• Managed data services
• MITSIS application hardware replacement
• Mobile 2.0
• New and improved Lightweight Directory Access Protocol (LDAP) service
• Online textbooks
• Open Enrollment 2009
• Online Subject Evaluation/Who’s Teaching What Project, Phase 2
• Physical education registration
• Singapore-MIT Alliance (SMART)
• Student biofeed improvements
• Thalia image management tool
Significant consolidation of deployed server platforms was completed, including elimina-tion of all HP Tru64 UNIX, HP VMS, IBM AIX, and Sun Solaris 2.6 systems from our data centers. Migration of the production AFS file system environment to virtualized Linux systems utilizing a new storage backend, replacing existing legacy Solaris file systems and adding significant redundancy and capacity to the environment, resulted in the default user quota being expanded from 1.5 GB to 2 GB. The MITID database environment has also been migrated to Linux as part of this standardization process, and the central print environment has been migrated to Windows.
A major milestone was reached as we outsourced the SumProp application to Blue Hill Data Systems and decommissioned the last MIT “mainframe computer,” resulting in significant savings for the Institute.
Organizational Changes
In April 2009, as part of MIT’s response to the global economic crisis, IS&T gave layoff notices to a number of staff members. These layoffs were part of our effort to reduce the IS&T budget and restructure the way we do business going forward. Careful review and attention was given by looking at the work and positions eliminated to ensure the least impact on service to the community. These layoffs and our focus on transforming our organization around core IT services and how we deliver these services to the community will result in reorganizing the work and management structure over time. As changes in the organization evolved, we focused on reshaping and focusing the organization to meet increasing demands for service even as the staff was reduced. Above all else, we continued to give our highest priority and consideration to ensuring the integrity of MIT’s campus network, systems, and information security.
IS&T Beyond the MIT Campus
IS&T has always represented MIT as a technological leader in the higher education com-munity. IS&T staff participate in, contribute to, and often play key formal and informal leadership roles in various professional and industry organizations, including the 5E Private Owners Association, Internet Engineering Task Force, New England Information and Technology Managers Group, Association for Telecommunications Professionals in Higher Education, Association of American Universities Data Exchange, Boston Chapter of the Institute of Electrical and Electronics Engineers Computer Society, Boston Consortium, College and University Information Security Professionals, Common Solutions Group, Educause, Greater Boston Chapter of the Association for Computing Machinery, Greater Boston Chapter of the Data Management Association, Higher Education Data Warehousing Forum, Human Resources College and University Personnel Administration Conference, International SAP Higher Education and Research User Group, Internet2, IT Financial Management Association, Ivy+ groups, Northeast Community Source Project Management Office, Northeast Regional Computing Program, Relationship/Account Management Community of Practice, and Research Universities Computing Consortium, among others. In addition, IS&T staff provide advice on a regular basis to corporations such as Microsoft, Apple, Dell, Sun, Nortel, and Oracle via membership on corporate advisory boards or through ongoing consulting relationships. Staff also collaborate with a wide range of other vendors and outside groups.
IS&T is proud of its achievements over the past year in improving and expanding our services to the MIT community. While I will be retiring as vice president on September 1, the organization remains committed to moving forward and continuing to improve in each of these areas in the coming fiscal year.
Jerrold M. Grochow
Vice President for Information Services and Technology
More information about Information Services and Technology can be found at http://ist.mit.edu/.
________________________________
Sheppard's email to Goguen and Aufiero (dated 6/23/10)
SUBJECT: Re: DRAFT President's Report Email with proposed due dates
David also mentioned that he will be discussing this at sr staff this week 
On 6/23/10 12:13 PM, "Elaine Elizabeth Aufiero" <eaufiero@mit.edu> wrote:
Hi Patricia and Barbara,
Here is the revised draft for the President's report.
Barbara will speak to David about the due date.
I will attach a template and most recent Quarterly report to this email when I send it out.
Dear Customer Support Managers,
This is a reminder that the President's Report (fourth quarter) closes on Wednesday, June 30th. Narrative is due to Barbara Goguen and I on Thursday, July 8th. this report will be combined with the previous 3 quarters to create the annual President's Report. Please make sure your calendar has the following proposed dates listed:
6/30/2010: Quarter closes
7/8/2010: Narratives are due to Patricia Sheppard and Elaine Aufiero
7/16/2010: Draft President's Report out (including metrics and analysis) to managers for review
7/20/2010: Incorporate managers' feedback
7/22/2010: Submit report to Marilyn Smith's office
The official template is attached along with the last quarter's report for your reference.
It would be helpful if the reports were submitted via the following Wiki sites (place your contribution under the "President's Report - FY10 Q4" section):
Application User Experience: https://wikis.mit.edu/confluence/display/CSS/AUX+QR+History
Faculty and Student Experience: https://wikis.mit.edu/confluence/display/CSS/FSX+QR+History
Metrics: https://wikis.mit.edu/confluence/display/CSS/Metrics+QR+History
Service Desk: https://wikis.mit.edu/confluence/display/CSS/SD+QR+History.
Please feel free to contact Barbara Goguen <goguen@mit.edu> or I, if you have any questions.
-----------------------------------------
Elaine E. Aufiero
CSS Administration
Massachusetts Institute of Technology
IS&T-CSS Headquarters
77 Massachusetts Avenue, Building N42-250D
Cambridge, MA 02139
Telephone: 617-715-2448
Fax: 617-258-6875
Email: eaufiero@mit.edu
IMPORTANT: IS&T IT staff will NEVER send you email requesting your password information. Please ignore any email messages that claim to require you to provide such information.
–
Patricia Sheppard
Business Manager
Client Support Services
Infrastructure Software Development and Architecture
MIT Information Services & Technology
617-253-3179
http://ist.mit.edu
________________________________
Sheppard's email to Goguen, Aufiero and CSS Managers (dated 6/21/10)
SUBJECT: CSS FY2010 Q4 Goals
Just an FYI, below are the goals we set for Q4, as reported in Q3 (in preparation for Q4 reporting and the annual Presidents Report):
• Implement process for Asset Recovery for IS&T and community (carried over from Q3)
• Complete VIP Exchange migrations (carried over from Q3)
• Pilot and assess application delivery through the new KeyServer infrastructure (carried over from Q3)
• Conduct study of Service Desk operations to identify opportunities to streamline and to improve future service delivery effectiveness
• Deliver Software Portfolio v 2.0 to senior staff
• Complete IS&T Request Tracker business process mapping
• Encrypt all laptops in CSS via PGP Whole Disk Encryption and begin roll out to the rest of IS&T
• Additional student hiring effort to complete early Q4
• Matlab TAH (site license) implementation
• VMware images early summer deployment to the community
• Service Desk participation in Campus Preview Weekend
• Oracle client for Windows 7 release
• Complete the revision of Rule 6 of MITnet Rules
–
Patricia Sheppard
Business Manager
Client Support Services
Infrastructure Software Development and Architecture
MIT Information Services & Technology
617-253-3179
http://ist.mit.edu
FY2010 Q3
-->
Sheppard's email to David Segaloff and cc: CSS Managers, Aufiero and Smyser (dated 4/21/2010)
SUBJECT: CSS 2010 Q3 Report
Hi David,
Attached is the final draft of the CSS contribution to the Q3 report. Let me know if you have any questions.
Thanks!
Pat
–
Patricia Sheppard
Business Manager
Client Support Services
Infrastructure Software Development and Architecture
MIT Information Services & Technology
617-253-3179http://ist.mit.edu
Document attached to this email:
IS&T Quarterly Senior Staff Report – for the period 1/01/10 through 3/31/10 (Q3 ‘10)
Operational Area
Client Support Services
Accomplishments
Accessibility and Usability Consultation
• Early engagement of usability consulting resulted in acceptance of more end user requests: RAFT decision was reversed to include a feature set that could drastically improve efficiencies of PI's to manage their own finances, and IAP Redesign Project discovered 3 unique means by which departments prepare, enter, and manage IAP offerings.
• Engaged MIT Home Page Redesign to implement accessibility recommendations that positively impacted users with disabilities on campus.
Adaptive Technology (ATIC)
• Hosted Adaptive Technology Open House on January 27, 2010, demonstrating technologies for persons with disabilities to 35 attendees who represented 10 different MIT DLCs.
• Collaborated with Terrascope Radio faculty to designate and successfully implement an alternative accessible sound editing software as part of the course curriculum.
Departmental Consulting and Application Development
• Acquired new Search Engine Optimization (SEO) expertise, applied it on projects for 3 DLCs (New Century Cities, MIT Investment Management Company, and the Center for Real Estate), and presented it to the Web Pub group.
• Assisted a number of DLCs with problems related to hacking, security, and MIT guidelines on web sites and FileMaker databases that were all originally created by external vendors outside of the DCAD/ITSS development process.
Desktop Deployment and Maintenance
• Finalized a program with Dell (Custom Factory Integration) that allows Dell to supply MIT with machines preloaded with an MIT image and asset tag.
Knowledge Base
• Hermes presented at NERCOMP with favorable reception.
• Activity included 287 new articles and 551 modified articles in the wiki.
Loaner Laptop Program
• Student Laptop loaner program successfully loaned 70 laptops this quarter.
Managed Desktop Services
• Hired new Team Lead for the Managed Desktop Services team. Team members stepped up to take over work that needed to continue while the search for the new team lead was occurring.
Email and Calendaring
• As of January, all new accounts for incoming faculty, staff and students default to Exchange. At the onset of the project, 13,000 personal Tech Time calendars were active, and through the migration process the Institute now has less 3,500 active accounts.
• Recent migrations to Exchange include Administrative Services, Chemical Engineering, Alumni Association, Dept of Urban Studies and Planning, Environmental Health and Safety, Libraries, Open Course Ware, and DAPER.
• Managed Desktop Services and DS Plus prepared their customers machines for the email migration to the new MIT Exchange system.
• Established internal working group in the Service Desk to provide more knowledge sharing and consistent and effective response to Exchange related issues.
Printing
• Delivered W20 and Baker House kiosk-based printing pilots (Pharos) with CopyTech and student organizations, and will continue to assess their effectiveness and potential for larger deployments.
Security Services
• Completed PCI compliance incident response.
• Co-led multiple IAP and department level courses on Handling Sensitive Data. Partnering with Audit/PII Program.
• Presented at Essentials of Management workshop run by HR on the Current State of IT Security at MIT.
• Completed the writing of MIT's WISP in compliance with Massachusetts Law.
• Presented at NERCOMP on evolving collaborative data incident response strategies.
• Received, evaluated and rolled out newest version of PGP Whole Disk Encryption software – necessary for Mac OS upgrades to Snow Leopard.
Software
• Piloted distribution of a VMware image for business help applications.
• Testing and support for various release efforts including Windows 7 (32 bit), TSM 6.1, Snow Leopard and SAPgui patch (will enable support for Windows 7).
Student Computing
• Athena faculty working group has started and is looking initially at alternatives to the traditional Athena cluster model.
• 60 Athena machines on campus upgraded.
Student Staffing
• Collaborated with Chuck Shubert in OEIT to allow Service Desk students to allocate a percentage of their time during IAP as UROP.
• Successful student hiring took place early spring semester for both ATIC Lab and the Call Center.
Telephony
• Provided on-site support for VoIP transitions including President/Provost/VP Research/Corporate Relations, and MITMCO.
• Templates created for all VIP Offices, EECS, Microsystems Technology Lab, and MIT Medical.
• Relocated Telephony staff to N42, where they are becoming more integrated into broader Service Desk efforts.
• Customer Service Representatives migrated to Automatic Call Distribution.
Issues and Trends
• FSX will deliver the next release of Debathena by summer 2010 (FY2011 Q1), tracking the public release of Ubuntu “Karmic” (carried over from Q3).
• The initiative to define a framework (aka menu of options) for Institute certifications has been reprioritized from Q3. This work will occur in Q4 and includes partnering with RACC to leverage the framework to develop a set of recommendations for a Sponsored Research Administration certification program.
• There has been a notable increase in time intensive cases related to machines infected with viruses and malware requiring complete system rebuilds and restoring data from backup.
Goals for Next Quarter
• Implement process for Asset Recovery for IS&T and community (carried over from Q3)
• Complete VIP Exchange migrations (carried over from Q3)
• Pilot and assess application delivery through the new KeyServer infrastructure (carried over from Q3)
• Conduct study of Service Desk operations to identify opportunities to streamline and to improve future service delivery effectiveness
• Deliver Software Portfolio v 2.0 to senior staff
• Complete IS&T Request Tracker business process mapping
• Encrypt all laptops in CSS via PGP Whole Disk Encryption and begin roll out to the rest of IS&T
• Additional student hiring effort to complete early Q4
• Matlab TAH (site license) implementation
• VMware images early summer deployment to the community
• Service Desk participation in Campus Preview Weekend
• Oracle client for Windows 7 release
• Complete the revision of Rule 6 of MITnet Rules
*Please note that CSS has initiated an effort to refresh and validate our strategic metrics. Although some of the previously published metrics (FY2009 and FY2010) differ from the current report, the metrics that follow are the accurate numbers for all quarters reported. CSS expects to continue to improve our measures throughout the year.
Summary of Strategic Metrics*
A more comprehensive edition of CSS metrics resides at https://wikis.mit.edu/confluence/display/CSS/Metrics+Clearinghouse.
As in past quarters, the Service Desk showed solid performance on key indicators, including Call Center staffing levels, ACD abandon rate, Time to answer, First-day Ticket Resolution, and Overall Client Satisfaction.
Service Desk FY09 Q3 FY09 Q4 FY10 Q1 FY10 Q2 FY10 Q3 Qtr “Δ % FY
Δ % Remarks
Overall Client Satisfaction 4.36 4.76 4.58 4.43 4.53 2% 4% Goal level is 4.5
Tickets Created Per Day (all queues) 71 55 111 126 133 5% 87% FY10 added Accounts
% Resolved in 1st day (all queues) 62% 68% 68% 71% 67% -6% 8%
Calls Offered Per Day, average 93 79 112 84 86 3% -8%
Wait to Answer, average in seconds 44 37 50 50 50 1% 14%
Call Abandon Rate 9% 6% 7% 6% 6% -1% -33% 10% goal well exceeded
Agent Availability, Avg Hrs Per Day 40 37 40 37 39 5% -3%
Client Satisfaction with the Repair Center and Telephone Help continue at or above goal throughout FY10. Telephone Help’s ability to resolve tickets in the Tier 1 rose 10% from Q2 and 14% compared to last year, improving service to clients.
Repair Center FY09
Q3 FY09
Q4 FY10
Q1 FY10
Q2 FY10
Q3 Qtr
Δ % FY
Δ % Remarks
Overall Client Satisfaction 4.30 4.39 4.58 4.54 4.54 0% 6%
Telephone Help Remarks
Overall Client Satisfaction no data 4.02 4.53 4.71 4.64 -1%
Telephone Repairs 458 415 362 298 304 2% -34% VoIP driving down repairs
VoIP Help Tickets 534 598 507 441 538 22% 1%
% VoIP Help Tickets Solved in Tier 1 66% 68% 69% 68% 75% 10% 14% growing local capability
Ticket Topics are assigned by a largely automated process using keyword matching and hinting. The impact of the Exchange rollout can be seen in a rise in the Services category, where Calendaring questions are counted, and in Hardware, where mobile devices set-ups are counted. Security sees a noticeable rise in phishing incidents and virus eradications.
Ticket Topics,
Estimated from Keywords FY09
Q3 FY09
Q4 FY10
Q1 FY10
Q2 FY10
Q3 Qtr
Δ % FY
Δ % Remarks
Accounts 126 102 214 3054 2803 -8% 2125% User Accounts added in Q2.
Backup 45 74 342 484 435 -10% 867%
Business 502 455 699 475 440 -7% -12%
Email 839 707 1317 1032 1008 -2% 20% Exchange/ User Accounts
Hardware 743 604 937 712 961 35% 29% More mobile devices traffic
Network 556 415 891 624 764 22% 37%
OS 345 181 300 308 387 26% 12%
Other 160 66 228 202 319 58% 99%
Printing 124 127 152 153 69 -55% -44%
Security 186 108 116 121 199 64% 7% viruses, phishing,
Services 302 143 595 279 487 75% 61% Exchange calendar usage
Software 688 590 1384 808 777 -4% 13%
Telephone 14 23 19 16 12 -25% -14% Call Center tickets only
Web 68 50 118 77 106 38% 56%
TOTAL 4698 3645 7312 8345 8767 5% 87%
Training offered 15% more classes and attracted 57% more attendees than a year ago, driven by Enterprise Rollouts: RAFT requires training before use, and a third of total attendances in Q3 were for Exchange. Client Satisfaction remains above goal.
Training FY09
Q3 FY09
Q4 FY10
Q1 FY10
Q2 FY10
Q3 Qtr
Δ % FY
Δ % Remarks
Overall Client Satisfaction 4.8 4.71 -2%
Events Offered 67 50 89 80 77 -4% 15%
Attendances 362 283 454 450 568 26% 57% Exchange-driven increase
Avg Attendances Per Event 5.4 5.7 5.1 5.6 7.4 31% 37%
New this quarter are Documentation metrics for web page updates in three major categories – Enterprise Rollouts, IS&T Services and Support, and Software Releases. Exchange and RAFT account for almost 20% of update volume. The large shifts in updates by Type are in response to the changing emphasis of organizational initiatives from quarter to quarter.
Pages Updated, by Type FY09
Q3 FY09
Q4 FY10
Q1 FY10
Q2 FY10
Q3 Qtr
Δ % FY
Δ % Remarks
Enterprise Rollouts 80 114 43%
IS&T Services and Support 71 438 517%
Software Releases 231 63 -73%
TOTAL 382 615 61%
Student users of the 24x7 ATIC lab are up 39% over last year, and the same as Q2.
Adaptive Technology (ATIC) FY09 Q3 FY09 Q4 FY10 Q1 FY10 Q2 FY10 Q3 Qtr Δ % FY Δ % Remarks
Adaptive Tech. Consultations 94 75 96 82 73 -11% -22%
Student users of 24/7 ATIC Lab 23 26 30 32 32 0% 39%
Adaptive Technology Devices Loaned 51 22 42 38 41 8% -20%
Accessibility and usability projects are well up this year, in response to positive word-of-mouth referrals, and repeat business from past clients. IS&T has begun engaging Usability for more of its development projects, including RAFT Phase II.
Accessibility and Usability Services FY09 Q3 FY09 Q4 FY10 Q1 FY10 Q2 FY10 Q3 Qtr Δ % FY Δ % Remarks
Accessibility Reviews 39 36 42 38 32 -16% -18%
Usability Projects 17 27 38 35 37 6% 118%
% for Academic/Educational clients 16.2% 18.2% 29.7% 64%
% for Administrative clients 24.3% 36.4% 27.0% -26%
% for General Community 48.7% 27.3% 37.8% 39%
% for Research 10.8% 18.2% 5.1% -72%
DDM’s Preventative Maintenance visits are sharply off compared to last year because the PM program was undergoing redesign, and the limited resources of the team were more focused on Deployments in Q3.
DDM FY09 Q3 FY09 Q4 FY10 Q1 FY10 Q2 FY10 Q3 Qtr Δ % FY Δ % Remarks
Preventative Maintenance Visits 116 99 82 113 33 -71% -72% Emphasis on deploys.
Desktop Deployments 191 339 157 266 367 38% 92%
Deployments in same qtr 3 years ago no data no data 364 204 266 30%
% change in Deploys over 3 yrs before -57% 30% 38%
Despite an increase from last quarter, there is a declines in MDS metrics overall from FY2009, consistent with recent DLC belt-tightening.
MDS FY09 Q3 FY09 Q4 FY10 Q1 FY10 Q2 FY10 Q3 Qtr Δ % FY Δ %
Remarks
DLCs with Desktop Support SLAs 33 33 30 30 32 7% -3%
Weekly Desktop Support SLA Hours 318 312 290 282 290 3% -9%
DLCs with Server Support SLAs 5 5 4 4 4 0% -20%
Weekly Server Support SLA Hours 10 10 8 8 8 0% -20%
On-Call Hours Billed (total for quarter) 102.25 205 216 106 83 -22% -19%
DCAD shows a significant increase in New Projects over previous quarters, which promises sustained workload in future quarters. The number of projects underway is up from last quarter, even though staffing is reduced relative to FY09. The SLA business is growing as DLCs respond to DCAD’s messages about moving servers out of offices and into managed environments.
DCAD FY09 Q3 FY09 Q4 FY10 Q1 FY10 Q2 FY10 Q3 Qtr Δ % FY Δ % Remarks
Projects In Progress at Start of Qtr 78 80 82 67 61 -9% -22%
New Projects started in Qtr 30 34 34 35 45 29% 50%
Total Active Projects in Qtr 108 114 116 102 106 4% -2%
Projects Completed by end of Qtr 42 53 50 42 39 -7% -7%
SLAs In Progress at Start of Qtr 43 47 42 47 55 17% 28%
New SLAs started in Qtr 4 4 8 7 2 -71% -50%
Total Active SLAs in Qtr 47 51 50 54 57 6% 21%
SLAs ended in Qtr 0 6 1 0 0 0% 0%
Note: DCAD changed its algorithm for project counting in Q2 and has recalculated prior quarters in the same way to ensure consistency.
Athena usage holds steady, with a decline in cluster logins likely related to the holidays and IAP, corroborated by the slight seasonal shift away from clusters towards personal workstation use.
Athena Logins FY09 Q3 FY09 Q4 FY10 Q1 FY10 Q2 FY10 Q3 Qtr Δ % FY Δ %
Remarks
Median logins per week 37395 34258 -8%
% on Student Computing Lab workstations 28% 26% -7%
% on Personal/DLC-owned workstations 30% 32% 7%
% on Quickstations 14% 14% 0%
% on Dialup 28% 28% 0%
Pages printed declined in Q3 because critical “end-of-semester” periods occur in other quarters. Print jobs seem to be shorter and required fewer second sides, reducing the duplex percentage. At the same time, we acknowledge that the academic setting resists going paperless because aspects of the learning process for faculty and students work better on paper.
Printing FY09 Q3 FY09 Q4 FY10 Q1 FY10 Q2 FY10 Q3 Qtr Δ % FY Δ %
Remarks
Total Pages Imaged(sides of a sheet) 2,462,864 1,790,070 -27%
Total Sheets Printed 1,570,439 1,255,548 -20%
% Duplex 55% 43% -22%
Total Cost per Page $0.03 $0.03 0%
________________________________
David Segaloff's email to ist-srstaff@mit.edu and cc: Patricia Sheppard, Veronica Dulong, Kathy Pagones O'Neill, Michael Harrington and Elaine Aufiero (dated 4/20/2010)
SUBJECT: FW: Quarterly Report & Operational Review Meeting - Reminder!
Reminder that the Quarterly report is due to me by noon tomorrow. Also that our Operational review meeting is on the 29th and materials for that meeting are due to me by noon on Tuesday the 27th.
Dave
-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
From: David Segaloff
Sent: Friday, March 26, 2010 8:10 AM
To: David Segaloff; ist-srstaff@mit.edu; Mark Silis; Veronica R DuLong
Subject: RE: Operational Review TEMPLATE - forgot to indicate due date! Hi,
I would like your Operational Review materials (in the proper format) to me by noon Tuesday 4/27. I’ll put all the review material in 1 handout that everyone can work from.
Thanks,
Dave
From: David Segaloff [mailto:segaloff@MIT.EDU]
Sent: Thursday, March 25, 2010 4:11 PM
To: ist-srstaff@mit.edu; Mark Silis; Veronica R DuLong
Subject: Operational Review TEMPLATE Hi, As discussed at Sr Staff this morning, here’s the Operational Summary Template to be used for our Operational Review Meetings. There’s one page for Major Accomplishments, Goals, Workforce Updates, Issues/Trends & Production & Operational Outages/Problems. The next page is for key metrics. I would like each functional area and also the HQ areas (i.e. Communications, HR, Finance, etc.) to use this same template. Our Q3 Operational Review will be at our Sr. Staff meeting on 4/29. If you have any questions, get back to me. Thanks,
Dave
From: David Segaloff [mailto:segaloff@MIT.EDU]
Sent: Wednesday, March 24, 2010 1:38 PM
To: ist-srstaff@mit.edu
Cc: Patricia Sheppard; Veronica R DuLong; Kathy Pagones O'Neill; Michael L Harrington; Elaine Elizabeth Aufiero
Subject: Quarterly Report & Operational Review Meeting - removed the Q2 rpt attachment for space reasons Hi,
Once again we will be using the same format for the quarterly reports as we have for the prior 2 quarterly reports. I’ve attached a copy of the Q2 Report for you to refer to.
Please use this format when developing your reports so we can be consistent across all areas and make it easier to combine all the individual reports into 1 quarterly report. Section 1 of the report, which should be no more than 2 pages in length, should cover the following:
· key accomplishments/milestones for the quarter that has just ended
· key goals/plans for the upcoming quarter
· issues and/or trends related to your work/services
Section 2 of the report, which should be no more than 2 pages in length, is for key metrics. Where possible, please have 5 consecutive quarters of data so we have a year over year comparison. The metrics should be part of the quarterly report and not a separate file.
The finance group will provide the financial information for the quarter which we will attach to the report.
The quarterly report is due to me by noon on the 3rdWednesday of the month following quarter end (4/21 for this qtr).
We will hold our 2nd Operational Review meeting on Thursday April 29thduring our regularly scheduled Sr. Staff Meeting. I’ll forward the template to be used for the Operational Review meeting by the end of the week.
If you have any questions, don’t hesitate to drop me a note or see me.
Thanks,
Dave David Segaloff
Special Assistant to the Head of
Information Services and Technology
Massachusetts Institute of Technology
77 Massachusetts Ave. Room W92-283
Cambridge, MA 02139
617-253-3460
segaloff@mit.edu
___________________________________
Sheppard's email to CSS Managers and cc to Aufiero and Smyser (dated 4/16/2010)
SUBJECT: CSS Q3 Draft Report
Attached for review and comment – if possible all feedback by Tuesday (4/20) as we need to submit by end of the day. It was hard to decide what stayed in and what came out, so please share your thoughts!
Thanks,
Pat
–
Patricia Sheppard
Business Manager
Client Support Services
Infrastructure Software Development and Architecture
MIT Information Services & Technology
617-253-3179http://ist.mit.edu
This is the document attached to this email:
IS&T Quarterly Senior Staff Report – for the period 1/01/10 through 3/31/10 (Q3 ‘10)
Operational Area
Client Support Services
Accomplishments
Adaptive Technology
• Hosted Adaptive Technology Open House on January 27, 2010, demonstrating technologies for persons with disabilities to 35 attendees who represented 10 different MIT DLCs.
• Collaborated with Terrascope Radio faculty to designate and successfully implement an alternative accessible sound editing software as part of the course curriculum. (Sony SoundForge was selected as the accessible alternative to Adobe Audition).
• Engaged MIT Home Page Redesign to implement accessibility recommendations that positively impacted users with disabilities on campus.
Community Outreach and Training
• Continue to co-lead an initiative to define a framework (aka menu of options) for Institute certifications. This includes partnering with RACC to leverage the framework to develop a set of recommendations for a Sponsored Research Administration certification program.
Departmental Consulting and Application Development
• Assisted a number of DLCs with problems related to hacking, security, and MIT guidelines on web sites and FileMaker databases that were all originally created by external vendors outside of the DCAD development process in conjunction with ITSS.
• Acquired new Search Engine Optimization (SEO) expertise, applied it on projects for 3 DLCs (New Century Cities, MIT Investment Management Company, and the Center for Real Estate), and presented it to the Web Pub group.
Desktop Deployment and Maintenance
• Finalized a program with Dell (Custom Factory Integration) that allows Dell to supply MIT with machines preloaded with an MIT image and asset tag.
Knowledge Base
• Hermes presented at NERCOMP with favorable reception.
• Activity included 287 new articles and 551 modified articles in the wiki.
Loaner Laptop Program
• Student Laptop loaner program successfully loaned 70 laptops this quarter.
Managed Desktop Services
• Hired new Team Lead for the Managed Desktop Services team. Team members stepped up to take over work that needed to continue while the search for the new team lead was occurring.
Email and Calendaring
• As of January, all new accounts for incoming faculty, staff and students default to Exchange. At the onset of the project, 13,000 personal Tech Time calendars were active, and through the migration process the Institute now has less 3,500 active accounts.
• Recent migrations to Exchange include Administrative Services, Chemical Engineering, Alumni Association, Dept of Urban Studies and Planning, Environmental Health and Safety, Libraries, Open Course Ware, and DAPER.
• Managed Desktop Services and DS Plus prepared their customers machines for the email migration to the new MIT Exchange system.
• Established internal working group in the Service Desk for Exchange related issues.
Printing
• Delivered W20 and Baker House kiosk-based printing pilots (Pharos) with CopyTech and student organizations, and will continue to assess their effectiveness and potential for larger deployments.
Security Services
• Completed PCI compliance incident response.
• Co-led multiple IAP and department level courses on Handling Sensitive Data. Partnering with Audit/PII Program.
• Presented at Essentials of Management workshop run by HR on the Current State of IT Security at MIT.
• Completed the writing of MIT's WISP in compliance with Massachusetts Law.
• Presented at NERCOMP on evolving collaborative data incident response strategies.
• Received, evaluated and rolled out newest version of PGP Whole Disk Encryption software – necessary for Mac OS upgrades to Snow Leopard.
Software
• Piloted distribution of a VMware image for business help applications.
• Testing and support for various release efforts including Windows 7 (32 bit), TSM 6.1, Snow Leopard and SAPgui patch (will enable support for Windows 7).
Student Computing
• Athena faculty working group has started.
• 60 Athena machines on campus upgraded.
Student Staffing
• Collaborated with Chuck Shubert in OEIT to allow Service Desk students to allocate a percentage of their time during IAP as UROP.
• Successful Call Center student hiring took place early spring semester.
Telephony
• Provided on-site support for VoIP transitions including President/Provost/VP Research/Corporate Relations, and MITMCO.
• Templates created for all VIP Offices, EECS, Microsystems Technology Lab, and MIT Medical.
• Customer Service Representatives migrated to Automatic Call Distribution.
Usability Consultation
• Early engagement of usability consulting resulted in acceptance of more end user requests: RAFT decision was reversed to include a feature set that could drastically improve efficiencies of PI's to manage their own finances, and IAP Redesign Project discovered 3 unique means by which departments prepare, enter, and manage IAP offerings.
Issues and Trends
• With fewer staff, DCAD achieved total revenue levels for FY10 Q3 that were 38% higher than FY09 Q3. Contributing factors to this increase in revenue include fewer projects that were larger and more complex; and an increase in SLA contracts.
• FSX will deliver the next release of Debathena by summer 2010 (FY2011 Q1), tracking the public release of Ubuntu “Karmic” (carried over from Q3).
Goals for Next Quarter
• Implement process for Asset Recovery for IS&T and community (carried over from Q3)
• Complete VIP Exchange migrations (carried over from Q3)
• Pilot and assess application delivery through the new KeyServer infrastructure (carried over from Q3)
• Deliver Software Portfolio v 2.0 to senior staff
• Complete IS&T Request Tracker business process mapping
• Encrypt all laptops in CSS via PGP Whole Disk Encryption and begin roll out to the rest of IS&T
• Additional student hiring effort to complete early Q4
• Matlab TAH (site license) implementation
• VMware images early summer deployment to the community
• Service Desk participation in Campus Preview Weekend
• Oracle client for Windows 7 release
• Complete the revision of Rule 6 of MITnet Rules
*Please note that CSS has initiated an effort to refresh and validate our strategic metrics. Although some of the previously published metrics (FY2009 and FY2010) differ from the current report, the metrics that follow are the accurate numbers for all quarters reported. CSS expects to continue to improve our measures throughout the year.
Summary of Strategic Metrics*
A more comprehensive edition of CSS metrics resides at https://wikis.mit.edu/confluence/display/CSS/Metrics+Clearinghouse.
As in past quarters, the Service Desk showed solid performance on key indicators, including Call Center staffing levels, ACD abandon rate, Time to answer, First-day Ticket Resolution, and Overall Client Satisfaction.
Service Desk FY09 Q3 FY09 Q4 FY10 Q1 FY10 Q2 FY10 Q3 Qtr “Δ % FY
Δ % Remarks
Overall Client Satisfaction 4.36 4.76 4.58 4.43 4.53 2% 4% Goal level is 4.5
Tickets Created Per Day (all queues) 71 55 111 126 133 5% 87% FY10 added Accounts
% Resolved in 1st day (all queues) 62% 68% 68% 71% 67% -6% 8%
Calls Offered Per Day, average 93 79 112 84 86 3% -8%
Wait to Answer, average in seconds 44 37 50 50 50 1% 14%
Call Abandon Rate 9% 6% 7% 6% 6% -1% -33% 10% goal well exceeded
Agent Availability, Avg Hrs Per Day 40 37 40 37 39 5% -3%
Client Satisfaction with the Repair Center and Telephone Help continue at or above goal throughout FY10. Telephone Help’s ability to resolve tickets in the Tier 1 rose 10% from Q2 and 14% compared to last year, improving service to clients.
Repair Center FY09
Q3 FY09
Q4 FY10
Q1 FY10
Q2 FY10
Q3 Qtr
Δ % FY
Δ % Remarks
Overall Client Satisfaction 4.30 4.39 4.58 4.54 4.54 0% 6% well up compared to a year ago
Telephone Help Remarks
Overall Client Satisfaction no data 4.02 4.53 4.71 4.64 -1%
Telephone Repairs 458 415 362 298 304 2% -34% VoIP driving down repairs
VoIP Help Tickets 534 598 507 441 538 22% 1%
% VoIP Help Tickets Solved in Tier 1 66% 68% 69% 68% 75% 10% 14% growing local capability
Ticket Topics are assigned by a largely automated process using keyword matching and hinting. The impact of the Exchange rollout can be seen in a rise in the Services category, where Calendaring questions are counted, and in Hardware, where mobile devices set ups are counted. Security sees a noticeable rise in phishing incidents and virus eradications.
Ticket Topics,
Estimated from Keywords FY09
Q3 FY09
Q4 FY10
Q1 FY10
Q2 FY10
Q3 Qtr
Δ % FY
Δ % Remarks
Accounts 126 102 214 3054 2803 -8% 2125% User Accounts added in Q2.
Backup 45 74 342 484 435 -10% 867%
Business 502 455 699 475 440 -7% -12%
Email 839 707 1317 1032 1008 -2% 20% Exchange/ User Accounts
Hardware 743 604 937 712 961 35% 29% More mobile devices traffic
Network 556 415 891 624 764 22% 37%
OS 345 181 300 308 387 26% 12%
Other 160 66 228 202 319 58% 99%
Printing 124 127 152 153 69 -55% -44%
Security 186 108 116 121 199 64% 7% viruses, phishing,
Services 302 143 595 279 487 75% 61% Exchange calendar usage
Software 688 590 1384 808 777 -4% 13%
Telephone 14 23 19 16 12 -25% -14% Call Center tickets only
Web 68 50 118 77 106 38% 56%
TOTAL 4698 3645 7312 8345 8767 5% 87%
Training offered 15% more classes and attracted 57% more attendees than a year ago, driven by Enterprise Rollouts: RAFT requires training before use, and a third of total attendances in Q3 were for Exchange. Client Satisfaction remains above goal.
Training FY09
Q3 FY09
Q4 FY10
Q1 FY10
Q2 FY10
Q3 Qtr
Δ % FY
Δ % Remarks
Overall Client Satisfaction 4.8 4.71 -2%
Events Offered 67 50 89 80 77 -4% 15%
Attendances 362 283 454 450 568 26% 57% Exchange-driven increase
Avg Attendances Per Event 5.4 5.7 5.1 5.6 7.4 31% 37%
New this quarter are Documentation metrics for web page updates in three major categories – Enterprise Rollouts, IS&T Services and Support, and Software Releases. Exchange and RAFT account for almost 20% of update volume. The large shifts in updates by Type are in response to the changing emphasis of organizational initiatives from quarter to quarter.
Pages Updated, by Type FY09
Q3 FY09
Q4 FY10
Q1 FY10
Q2 FY10
Q3 Qtr
Δ % FY
Δ % Remarks
Enterprise Rollouts 80 114 43%
IS&T Services and Support 71 438 517%
Software Releases 231 63 -73%
TOTAL 382 615 61%
Student users of the 24x7 ATIC lab are up 39% over last year, and the same as Q2. Consultations were down this year as this year saw less walk-in traffic during IAP than in the past.
Accessibility FY09 Q3 FY09 Q4 FY10 Q1 FY10 Q2 FY10 Q3 Qtr Δ % FY Δ % Remarks
Adaptive Tech. Consultations 94 75 96 82 73 -11% -22%
Accessibility Reviews 39 36 42 38 32 -16% -18%
Student users of 24/7 ATIC Lab 23 26 30 32 32 0% 39%
Adative Technology Devices Loaned 51 22 42 38 41 8% -20%
Usabillity projects are well up this year, in response to positive word-of-mouth referrals, and repeat business from past clients. IS&T has begun engaging Usability for more of its development projects, including RAFT2.
Usability Services FY09 Q3 FY09 Q4 FY10 Q1 FY10 Q2 FY10 Q3 Qtr Δ % FY Δ % Remarks
Usability Projects 17 27 38 35 37 6% 118%
% for Academic/Educational clients 16.2% 18.2% 29.7% 64%
% for Administrative clients 24.3% 36.4% 27.0% -26%
% for General Community 48.7% 27.3% 37.8% 39%
% for Research 10.8% 18.2% 5.1% -72%
DDM’s Preventative Maintenance visits are sharply off compared to last year because the PM program was undergoing redesign, and the limited resources of the team were more focused on Deployments in Q3.
DDM FY09 Q3 FY09 Q4 FY10 Q1 FY10 Q2 FY10 Q3 Qtr Δ % FY Δ % Remarks
Preventative Maintenance Visits 116 99 82 113 33 -71% -72% Emphasis on deploys.
Desktop Deployments 191 339 157 266 367 38% 92%
Deployments in same qtr 3 years ago no data no data 364 204 266 30%
% change in Deploys over 3 yrs before -57% 30% 38%
Declines in MDS metrics across the board are consistent with recent DLC belt-tightening. For example, Desktop Support SLA Hours are down 9% over a year ago, reflecting budgetary constraints in the community.
MDS FY09 Q3 FY09 Q4 FY10 Q1 FY10 Q2 FY10 Q3 Qtr Δ % FY Δ %
Remarks
DLCs with Desktop Support SLAs 33 33 30 30 32 7% -3%
Weekly Desktop Support SLA Hours 318 312 290 282 290 3% -9%
DLCs with Server Support SLAs 5 5 4 4 4 0% -20%
Weekly Server Support SLA Hours 10 10 8 8 8 0% -20%
On-Call Hours Billed (total for quarter) 102.25 205 216 106 83 -22% -19%
DCAD shows a significant increase in New Projects over previous quarters, which promises sustained workload in future quarters. The number of projects underway is up from a year ago, even though staffing is reduced relative to FY09. The SLA business is growing as DLCs respond to DCAD’s messages about moving servers out of offices and into managed environments.
DCAD FY09 Q3 FY09 Q4 FY10 Q1 FY10 Q2 FY10 Q3 Qtr Δ % FY Δ %
Remarks
New Projects 48 15 35 35 45 29% -6%
Projects already underway 41 55 81 62 61 -2% 49%
Projects completing 42 53 40 42 39 -7% -7%
New SLAs 5 4 8 7 2 -71% -60%
SLAs already underway 39 43 42 44 55 25% 41%
Note: DCAD changed its algorithm for project counting in Q2 and has recalculated prior quarters in the same way to ensure consistency.
Athena usage holds steady, with a decline in cluster logins likely related to the holidays and IAP, corroborated by the slight seasonal shift away from clusters towards personal workstation use.
Athena Logins FY09 Q3 FY09 Q4 FY10 Q1 FY10 Q2 FY10 Q3 Qtr Δ % FY Δ %
Remarks
Median logins per week 37395 34258 -8%
% on Student Computing Lab workstations 28% 26% -7%
% on Personal/DLC-owned workstations 30% 32% 7%
% on Quickstations 14% 14% 0%
% on Dialup 28% 28% 0%
Pages printed declined in Q3 because critical “end-of-semester” periods occur in other quarters. Print jobs seem to be shorter and required fewer second sides, reducing the duplex percentage. At the same time, we acknowledge that the academic setting resists going paperless because aspects of the learning process for faculty and students work better on paper.
Printing FY09 Q3 FY09 Q4 FY10 Q1 FY10 Q2 FY10 Q3 Qtr Δ % FY Δ %
Remarks
Total Pages Imaged(sides of a sheet) 2,462,864 1,790,070 -27%
Total Sheets Printed 1,570,439 1,255,548 -20%
% Duplex 55% 43% -22%
Total Cost per Page $0.03 $0.03 0%
______________________________
Sheppard's email to Aufiero (dated 4/14/2010)
SUBJECT: FW: Current Version of CSS FY2010 Q3 Report Draft 2 short version.doc
FYI
–
Patricia Sheppard
Business Manager
Client Support Services
Infrastructure Software Development and Architecture
MIT Information Services & Technology
617-253-3179http://ist.mit.edu
------ Forwarded Message
From: Robert W Smyser <smyser@mit.edu>
Date: Wed, 14 Apr 2010 13:53:10 -0400
To: Patricia Sheppard <pshepp@mit.edu>
Subject: current version of CSS FY2010 Q3 Report draft 2 short version.doc
Pat,
After meeting with managers and team-leads on Monday and Tuesday and going over the data, this is the current version of the short report. Shall I pass it by the css-managers separate from the narrative, or do you think one combined pass would be sufficient?
I wanted to get a version into your hands early enough to be useful. I don’t know of any pending updates to worry about.
In the meetings the managers, leads and I discussed having more comprehensive metrics material installed in the Metrics Clearinghouse for material that is newish or had to be sacrificed from the short report. At this moment I still have to make those improvements to the clearinghouse sites where needed. I would have that done shortly however, and well before the report is published to Sr Staff.
I believe your operational metrics requirement needs to have the one-long-spreadsheet view of the metrics – when do you need to have that assembled? I just to make sure the report and that file still say the same things .
Rob
------ End of Forwarded Message
Document attached to this email:
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Summary of Strategic Metrics
A more comprehensive edition of CSS metrics resides at [https://wikis.mit.edu/confluence/display/CSS/Metrics+Clearinghouse|../display/CSS/Metrics+Clearinghouse].
As in past quarters, the Service Desk showed solid performance on key indicators, including Call Center staffing levels, ACD abandon rate, Time to answer, First-day Ticket Resolution, and Overall Client Satisfaction.
Service Desk |
FY09 Q3 |
FY09 Q4 |
FY10 Q1 |
FY10 Q2 |
FY10 Q3 |
Qtr “Δ % |
FY |
Remarks |
Overall Client Satisfaction |
4.36 |
4.76 |
4.58 |
4.43 |
4.53 |
2% |
4% |
Goal level is 4.5 |
Tickets Created Per Day (all queues) |
71 |
55 |
111 |
126 |
133 |
5% |
87% |
FY10 added Accounts |
% Resolved in 1st day (all queues) |
62% |
68% |
68% |
71% |
67% |
-6% |
8% |
|
Calls Offered Per Day, average |
93 |
79 |
112 |
84 |
86 |
3% |
-8% |
|
Wait to Answer, average in seconds |
44 |
37 |
50 |
50 |
50 |
1% |
14% |
|
Call Abandon Rate |
9% |
6% |
7% |
6% |
6% |
-1% |
-33% |
10% goal well exceeded |
Agent Availability, Avg Hrs Per Day |
40 |
37 |
40 |
37 |
39 |
5% |
-3% |
|
|
|
|
|
|
|
|
|
|
Client Satisfaction with the Repair Center and Telephone Help continue at or above goal throughout FY10. Telephone Help’s ability to resolve tickets in the Tier 1 rose 10% from Q2 and 14% compared to last year, improving service to clients.
Repair Center |
FY09 |
FY09 |
FY10 |
FY10 |
FY10 |
Qtr |
FY |
Remarks |
||||||||
Overall Client Satisfaction |
4.30 |
4.39 |
4.58 |
4.54 |
4.54 |
0% |
6% |
well up compared to a year ago |
||||||||
|
|
|
|
|
|
|
|
|
||||||||
Telephone Help |
|
|
|
|
|
|
|
Remarks |
||||||||
Overall Client Satisfaction |
no data |
4.02 |
4.53 |
4.71 |
4.64 |
-1% |
|
|
||||||||
Telephone Repairs |
458 |
415 |
362 |
298 |
304 |
2% |
-34% |
VoIP driving down repairs |
||||||||
VoIP Help Tickets |
534 |
598 |
507 |
441 |
538 |
22% |
1% |
|
||||||||
% VoIP Help Tickets Solved in Tier 1 |
66% |
68% |
69% |
68% |
75% |
10% |
14% |
growing local capability |
||||||||
|
|
|
|
|
|
|
|
|
||||||||
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Ticket Topics are assigned by a largely automated process using keyword matching and hinting. The impact of the Exchange rollout can be seen in a rise in the Services category, where Calendaring questions are counted, and in Hardware, where mobile devices set ups are counted. Security sees a noticeable rise in phishing incidents and virus eradications.
Ticket Topics, |
FY09 |
FY09 |
FY10 |
FY10 |
FY10 |
Qtr |
FY |
Remarks |
Accounts |
126 |
102 |
214 |
3054 |
2803 |
-8% |
2125% |
User Accounts added in Q2. |
Backup |
45 |
74 |
342 |
484 |
435 |
-10% |
867% |
|
Business |
502 |
455 |
699 |
475 |
440 |
-7% |
-12% |
|
839 |
707 |
1317 |
1032 |
1008 |
-2% |
20% |
Exchange/ User Accounts |
|
Hardware |
743 |
604 |
937 |
712 |
961 |
35% |
29% |
More mobile devices traffic |
Network |
556 |
415 |
891 |
624 |
764 |
22% |
37% |
|
OS |
345 |
181 |
300 |
308 |
387 |
26% |
12% |
|
Other |
160 |
66 |
228 |
202 |
319 |
58% |
99% |
|
Printing |
124 |
127 |
152 |
153 |
69 |
-55% |
-44% |
|
Security |
186 |
108 |
116 |
121 |
199 |
64% |
7% |
viruses, phishing, |
Services |
302 |
143 |
595 |
279 |
487 |
75% |
61% |
Exchange calendar usage |
Software |
688 |
590 |
1384 |
808 |
777 |
-4% |
13% |
|
Telephone |
14 |
23 |
19 |
16 |
12 |
-25% |
-14% |
Call Center tickets only |
Web |
68 |
50 |
118 |
77 |
106 |
38% |
56% |
|
TOTAL |
4698 |
3645 |
7312 |
8345 |
8767 |
5% |
87% |
|
|
|
|
|
|
|
|
|
|
Training offered 15% more classes and attracted 57% more attendees than a year ago, driven by Enterprise Rollouts: RAFT requires training before use, and a third of total attendances in Q3 were for Exchange. Client Satisfaction remains above goal.
Training |
FY09 |
FY09 |
FY10 |
FY10 |
FY10 |
Qtr |
FY |
Remarks |
Overall Client Satisfaction |
|
|
|
4.8 |
4.71 |
-2% |
|
|
Events Offered |
67 |
50 |
89 |
80 |
77 |
-4% |
15% |
|
Attendances |
362 |
283 |
454 |
450 |
568 |
26% |
57% |
Exchange-driven increase |
Avg Attendances Per Event |
5.4 |
5.7 |
5.1 |
5.6 |
7.4 |
31% |
37% |
|
|
|
|
|
|
|
|
|
|
New this quarter are Documentation metrics for web page updates in three major categories – Enterprise Rollouts, IS&T Services and Support, and Software Releases. Exchange and RAFT account for almost 20% of update volume. The large shifts in updates by Type are in response to the changing emphasis of organizational initiatives from quarter to quarter.
Pages Updated, by Type |
FY09 |
FY09 |
FY10 |
FY10 |
FY10 |
Qtr |
FY |
Remarks |
Enterprise Rollouts |
|
|
|
80 |
114 |
43% |
|
|
IS&T Services and Support |
|
|
|
71 |
438 |
517% |
|
|
Software Releases |
|
|
|
231 |
63 |
-73% |
|
|
TOTAL |
|
|
|
382 |
615 |
61% |
|
|
Student users of the 24x7 ATIC lab are up 39% over last year, and the same as Q2. Consultations were down this year as this year saw less walk-in traffic during IAP than in the past.
Accessibility |
FY09 Q3 |
FY09 Q4 |
FY10 Q1 |
FY10 Q2 |
FY10 Q3 |
Qtr Δ % |
FY Δ % |
Remarks |
Adaptive Tech. Consultations |
94 |
75 |
96 |
82 |
73 |
-11% |
-22% |
|
Accessibility Reviews |
39 |
36 |
42 |
38 |
32 |
-16% |
-18% |
|
Student users of 24/7 ATIC Lab |
23 |
26 |
30 |
32 |
32 |
0% |
39% |
|
Adative Technology Devices Loaned |
51 |
22 |
42 |
38 |
41 |
8% |
-20% |
|
|
|
|
|
|
|
|
|
|
Usabillity projects are well up this year, in response to positive word-of-mouth referrals, and repeat business from past clients. IS&T has begun engaging Usability for more of its development projects, including RAFT2.
Usability Services |
FY09 Q3 |
FY09 Q4 |
FY10 Q1 |
FY10 Q2 |
FY10 Q3 |
Qtr Δ % |
FY Δ % |
Remarks |
Usability Projects |
17 |
27 |
38 |
35 |
37 |
6% |
118% |
|
% for Academic/Educational clients |
|
|
16.2% |
18.2% |
29.7% |
64% |
|
|
% for Administrative clients |
|
|
24.3% |
36.4% |
27.0% |
-26% |
|
|
% for General Community |
|
|
48.7% |
27.3% |
37.8% |
39% |
|
|
% for Research |
|
|
10.8% |
18.2% |
5.1% |
-72% |
|
|
DDM’s Preventative Maintenance visits are sharply off compared to last year because the PM program was undergoing redesign, and the limited resources of the team were more focused on Deployments in Q3.
DDM |
FY09 Q3 |
FY09 Q4 |
FY10 Q1 |
FY10 Q2 |
FY10 Q3 |
Qtr Δ % |
FY Δ % |
Remarks |
Preventative Maintenance Visits |
116 |
99 |
82 |
113 |
33 |
-71% |
-72% |
Emphasis on deploys. |
Desktop Deployments |
191 |
339 |
157 |
266 |
367 |
38% |
92% |
|
Deployments in same qtr 3 years ago |
no data |
no data |
364 |
204 |
266 |
30% |
|
|
% change in Deploys over 3 yrs before |
|
|
-57% |
30% |
38% |
|
|
|
Declines in MDS metrics across the board are consistent with recent DLC belt-tightening. Desktop Support SLA Hours are down 9% over a year ago, reflecting departmental belt-tightening.
MDS |
FY09 Q3 |
FY09 Q4 |
FY10 Q1 |
FY10 Q2 |
FY10 Q3 |
Qtr Δ % |
FY Δ % |
Remarks |
DLCs with Desktop Support SLAs |
33 |
33 |
30 |
30 |
32 |
7% |
-3% |
|
Weekly Desktop Support SLA Hours |
318 |
312 |
290 |
282 |
290 |
3% |
-9% |
|
DLCs with Server Support SLAs |
5 |
5 |
4 |
4 |
4 |
0% |
-20% |
|
Weekly Server Support SLA Hours |
10 |
10 |
8 |
8 |
8 |
0% |
-20% |
|
On-Call Hours Billed (total for quarter) |
102.25 |
205 |
216 |
106 |
83 |
-22% |
-19% |
|
|
|
|
|
|
|
|
|
|
DCAD shows a significant increase in New Projects over previous quarters, which promises sustained workload in future quarters. The number of projects underway is up from a year ago, even though staffing is reduced relative to FY09. The SLA business is growing as DLCs respond to DCAD’s messages about moving servers out of offices and into managed environments.
DCAD |
FY09 Q3 |
FY09 Q4 |
FY10 Q1 |
FY10 Q2 |
FY10 Q3 |
Qtr Δ % |
FY Δ % |
Remarks |
New Projects |
48 |
15 |
35 |
35 |
45 |
29% |
-6% |
|
Projects already underway |
41 |
55 |
81 |
62 |
61 |
-2% |
49% |
|
Projects completing |
42 |
53 |
40 |
42 |
39 |
-7% |
-7% |
|
New SLAs |
5 |
4 |
8 |
7 |
2 |
-71% |
-60% |
|
SLAs already underway |
39 |
43 |
42 |
44 |
55 |
25% |
41% |
|
Note: DCAD changed its algorithm for project counting in Q2 and has recalculated prior quarters in the same way to ensure consistency.
Athena usage holds steady, with a decline in cluster logins likely related to the holidays and IAP, corroborated by the slight seasonal shift away from clusters towards personal workstation use.
Athena Logins |
FY09 Q3 |
FY09 Q4 |
FY10 Q1 |
FY10 Q2 |
FY10 Q3 |
Qtr Δ % |
FY Δ % |
Remarks |
Median logins per week |
|
|
|
37395 |
34258 |
-8% |
|
|
% on Student Computing Lab workstations |
|
|
|
28% |
26% |
-7% |
|
|
% on Personal/DLC-owned workstations |
|
|
|
30% |
32% |
7% |
|
|
% on Quickstations |
|
|
|
14% |
14% |
0% |
|
|
% on Dialup |
|
|
|
28% |
28% |
0% |
|
|
Pages printed declined in Q3 because critical “end-of-semester” periods occur in other quarters. Print jobs seem to be shorter and required fewer second sides, reducing the duplex percentage. At the same time, we acknowledge that the academic setting resists going paperless because aspects of the learning process for faculty and students work better on paper.
Printing |
FY09 Q3 |
FY09 Q4 |
FY10 Q1 |
FY10 Q2 |
FY10 Q3 |
Qtr Δ % |
FY Δ % |
Remarks |
Total Pages Imaged(sides of a sheet) |
|
|
|
2,462,864 |
1,790,070 |
-27% |
|
|
Total Sheets Printed |
|
|
|
1,570,439 |
1,255,548 |
-20% |
|
|
% Duplex |
|
|
|
55% |
43% |
-22% |
|
|
Total Cost per Page |
|
|
|
$0.03 |
$0.03 |
0% |
|
|
|
|
|
|
|
|
|
|
|
___________________________
Aufiero's email to Sheppard (dated 4/13/2010)
SUBJECT: Unedited contributions for FY10 Q3 Report
Hi Patricia,
Attached is a draft of the unedited contributions. I am assuming that Barbara's contribution covered both the Service Desk and the Student & Faculty Experience.
Before our meeting, I will make a copy of this draft and see if I can make some suggestions for the formatting and what should and should not be included.
-----------------------------------------
Elaine E. Aufiero
CSS Administration
Massachusetts Institute of Technology
IS&T-CSS Headquarters
77 Massachusetts Avenue, Building N42-250D
Cambridge, MA 02139
Telephone: 617-715-2448
Fax: 617-258-6875
Email: eaufiero@mit.edu
Attachment to Aufiero's email:
AUX Q3 History
• ATIC hosted Adaptive Technology Open House on January 27, 2010, demonstrating technologies for persons with disabilities to 35 attendees who represented 10 different MIT DLCs.
• Collaborated with Terrascope Radio faculty to designate and successfully implement an alternative accessible sound editing software as part of the course curriculum. (Sony SoundForge was selected as the accessible alternative to Adobe Audition).
• Started development of Accessible PDF Curriculum to provide guidelines and training in creating PDF files that are accessible to users with disabilities.
• Engaged MIT Home Page Redesign to implement accessibility recommendations which positively impacted users with disabilities on campus.
• RAFT2 engagement of usability consulting resulted in an acceptance of more end user requests: e.g., a decision was reversed to include a feature set that could drastically improve efficiencies of PI's to manage their own finances.
• IAP Redesign Project early engagement of usability: 4 initial interviews discovered 3 unique means by which departments prepare, enter, and manage IAP offerings. This will serve as the basis to our recommendations as the IAP office considers doing an incremental improvement or an overall system rewrite to address actual usage needs.
• Implementation of IS&T web site accessibility recommendations have started.
• Accessibility/Usability combined reporting now being implemented on 90% of design reviews.
DS Q3 History
DS Accomplishments
• DCAD assisted a number of DLCs with problems related to hacking, security, and MIT guidelines on web sites and FileMaker databases that were all originally created by external vendors outside of the DCAD development process.
• Revised the DCAD development process adding Development Manager Role and updated DCAD Requirements documents
• Finalized a program with Dell (Custom Factory Integration) which allowed Dell to supply MIT with machines preloaded with an MIT imaged and asset tag.
• Many MDS Team members stepped up to take over work that needed to continue after the retirement of the former MDS Team Lead and while the search for the new team lead was occurring. Specifically, Marshall Spriggs, Albert Wang, Peter Milt, and Justin Fleming did a great job making sure the RT queues and SLA daily assignments occurred.
• DCAD has acquired new Search Engine Optimization (SEO) expertise, applied it on projects for 3 DLCs (New Century Cities, MIT Investment Management Company, and the Center for Real Estate), and presented it to the Web Pub group.
• Finalized the DDM Realignment initiatives and changes to our services in the area of Preventative Maintenance.
• Hired Rashard Bryan as the new Team Lead for the Managed Desktop Services team
• Assisted many of our DLCs and customers prepare their machines for the email migration to the new MIT Exchange system
• Continued analysis on the feasibility of an asset recovery program
• With fewer staff, DCAD achieved total revenue levels for FY10 Q3 that were 38% higher than FY09 Q3. Contributing factors to this increase in revenue include fewer projects that were larger and more complex; and an increase in SLA contracts
• Received training in Windows 7
• Beta tested FileMaker 11 for FMI
FSX AND SERVICE DESK Q3 History
Oliver Thomas' email to Barbara Goguen and cc: Gresham, Sheppard and Aufiero (dated 4/12/2010)
SUBJECT: Re: Q3 Narrative Reminder
Thanks Barbara! I had not submitted anything yet.
Pat, FSX also has one missed/carry forward goal from our list of goals in the Q2 report:
> - Deliver the next release of Debathena, tracking the public release of
> Ubuntu “Karmic”
• Postponed until summer 2010 due to upstream issues and delays in Ubuntu
"Karmic"
Thanks,
Oliver
======
Goals for Next Quarter
Implement process for Asset Recovery for IS&T and community
Complete VIP Exchange migrations
Partner with the Office of the President to develop and implement a
process to ensure future Institute wide publications (e.g., Task
Force Report) are accessible to the entire MIT population
Co-lead an initiative to define a framework (aka menu of options)
for Institute certifications. Partnering with RACC to leverage the
framework to begin developing a certification program around Sponsored
Research Administration
Deliver the next release of Debathena, tracking the public release of
Ubuntu “Karmic”
Deliver W20 and Baker House kiosk-based printing pilots with CopyTech
and student organizations, and assess their effectiveness and potential
for larger deployments
Pilot and assess application delivery through the new KeyServer
infrastructure
Work with OIS to distribute updated Citrix ICA clients for Mac and Windows
from IS&T software download site
Pilot distribution of a VMware image for business help applications
Complete PCI compliance incident response
======
On Apr 12, 2010, at 10:12 PM, Barbara J Goguen goguen@mit.edu wrote:
> Not sure whether Oliver or Chris have submitted anything yet, so thought I would at least send along a collection, slightly edited, that was compiled by the Service Desk Team Leaders last week. Needs some mor editing work, but it at least provides a starting point for SD and FSX.
>
> Barbara
>
>
> On 4/12/10 3:55 PM, "Patricia Sheppard" <pshepp@MIT.EDU> wrote:
>
>> For those teams that have not submitted anything for the Q3 report, could you please share your accomplishments as well as Q4 goals/milestones with Elaine and I by the end of the day tomorrow? The final needs to be submitted to Marilyn’s office by next Tuesday the 20th, so the time line is very short and we want to make sure we have time to turn it around for your review and feedback.
>>
>> Thanks much!
> <SD&FSXQ3.docx>
___________________________________________
Barbara Goguen's email to Aufiero and Sheppard (dated 4/12/2010)
SUBJECT: Re: Q3 Narrative Reminder
Not sure whether Oliver or Chris have submitted anything yet, so thought I would at least send along a collection, slightly edited, that was compiled by the Service Desk Team Leaders last week. Needs some mor editing work, but it at least provides a starting point for SD and FSX.
Barbara
On 4/12/10 3:55 PM, "Patricia Sheppard" <pshepp@MIT.EDU> wrote:
For those teams that have not submitted anything for the Q3 report, could you please share your accomplishments as well as Q4 goals/milestones with Elaine and I by the end of the day tomorrow? The final needs to be submitted to Marilyn’s office by next Tuesday the 20th, so the time line is very short and we want to make sure we have time to turn it around for your review and feedback.
Thanks much!
Attachment for this email:
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
CSS-HQ Q3 History
• established billing working group to brainstorm, validate and move recommendations forward
• ticketing tool business process mapping
o CSS complete
o IS&T complete by end of Q4
• software portfolio v 2.0 will be delivered in April
• VSLS product distributions mapping is 90% complete (process, activities and units)
• IS&T Exchange Migration
o key milestones for Q3 FY2010:
New accounts for incoming faculty, staff and students default to Exchange
Surpassed 7,000 accounts, 1,300 over last 90 days
Started with 13,000 personal Techtime calendars; down to 3,500
Started with over 600 resources, down to 400
o Recent migrations:
Administrative Services Chemical Engineering & MS
Alumni Association (AA)
Consortium on Financing Higher Education (COFHE)
DSL Office of Experimental Learning
Dept of Urban Studies and Planning (DUSP)
Earth Systems Initiative (ESI)
Environmental Health and Safety (EHS)
Libraries
Office of Research Development (ORD)
Open Course Ware (OCW)
School of Architecture and Planning
Dept of Athletics, Physical education and Recreation (DAPER)
o Ongoing weekly/staggered staff migrations:
ChemE
School of Architecture/DUSP
Sloan – all staff are migrated; migrating remaining faculty
o Upcoming migrations for Q4:
Aero/Astro - May
CEE - June
Center for International Studies Apr - May
Center for Real Estate - May
Comparative Medicine - mid May
DAPER - Mar - May
Experimental study group - June
Office of Corporate Relations – May
EAPS - June
Foreign Language & Literature - May
LAI - May
Physics - April 12-13
SOE HQ - Apr 26-28
VIP Executives and Admins - begin mid-April - mid-May
ITSS Q3 History
Tim McGovern's email to Elaine Aufiero and Patricia Sheppard (dated 4/8/2010)
SUBJECT: ITSS Q3 Narratives
Attached is a brief snapshot of our work....let me know if I can clarify anything.
Tim's attachment for this email:
Q3 Highlights for IT Security (such as it's defined)
• INCIDENT RESPONSE & SPECIAL REQUESTS
• MIT Portugal, 'nuff said.
• Continued to provide daily trouble ticket support to other areas in IS&T and to the MIT community at large for security, policy, information protection, and encryption. Situation quite messy during the Q, but getting better after a bunch of effort in OIS, CSS/DS, etc.
• Continued to act as first step in response to issues related to Type D PCI merchants
• Extensive technical support to OGC wrt a MAJOR dispute between MIT and a large, generous financial institution (on the order of 3 weeks of effort just in this quarter; this dispute started in September 2009, and we've been providing help since the get-go)
• In general, tickets (as an approximator for work) volume held steady.
⁃ DMCA notices were down somewhat (vs. year ago, same quarter), as TOR activity was curtailed from a year ago.
⁃ Security tickets were also down (ditto), almost entirely due to the loss of our network traffic feed to our sensors. Note: this is just asking for more trouble down the road as many, many machines that are infected continue on unnoticed.
⁃ Infoprotect saw an uptick, as we took in 18 new data incidents just this quarter – a number of incidents from calendar year 2009 that didn't get full forensics have been closed without producing findings. Regrettably, we've been so inundated with getting these new incidents into our imaging infrastructure, we haven't been able to process many for actual risk assessment.
• AWARENESS
• Co-led multiple IAP and department level courses on Handling Sensitive Data. Partnering with Audit/PII Program.
• Presented at Essentials of Management workshop run by HR on the Current State of IT Security at MIT.
• INFORMATION PROTECTION, RISK MANAGEMENT & COMPLIANCE
• Completed the writing of MIT's WISP in compliance with Massachusetts Law. Communication and outreach to the community around the requirements included in the WISP begun and will continue into Q4.
• Continued support for PGP, and at quarter's end, PGP Rollout was ordained a project.
• Initiated vendor discussion and strategy development for Identity Finder product. Work will continue into Q4.
• Spoke at NERCOMP on evolving collaborative data incident response strategies
• Initiated vendor discussion and product review of McAfee products
• Refined Incident Response strategy for data incidents
• Received, evaluated and rolled out newest version of PGP Whole Disk Encryption software – necessary for Mac OS upgrades to Snow Leopard.
• Attempted to broker deal for PGP with Sloan - Sloan cancelled deal
• Continued to work with DUE and Student Financial Services on implementation of new minimum security standards in SFS to reduce the risk of further data incidents
• Convened working group on p2p provisions of HEOA; compliance data is July 1, 2010. We'll never make it!
• POLICY
• Almost managed to complete the revision of Rule 6 of MITnet Rules; should get done in April, 2010.
• INSIDE COLLABORATIONS
• Continued work within the Identity Management Taskforce (under ISDA tutelage).
• Began meeting regularly with Service Desk to provide better security-related services to users and find areas for collaboration.
• Teamed up with IS&T communications to include security news into the design of the new online IS&T News page.
• OUTSIDE RELATIONSHIPS & PROFESSIONAL DEVELOPMENT
• Attended RSA 2010 Conference – major all-industry IT security policy, tools and technology meeting.
• Participated in IvyPlus IT Security Officers meeting @ Harvard
• Attended NERCOMP workshop on Cyber Security Awareness.
• MAJOR OPERATIONAL ISSUES
• No network traffic being provided to our sensors for incident detection, forensics work, etc.
• No registration/authentication of NG wireless
⁃ Note: this makes incident response impossible in an increasing number of cases (roughly 1/3 of all DMCA complaints cannot be followed up on)
• No netflow data from MIT critical infrastructure (e.g. OC11 datacenter, W91 datacenter, etc.).
⁃ Note: this makes it hard for us to assess what risks might exist in these areas of our infrastructure; we assume that SAIS, OIS or ISDA teams are taking good care of this.
______________________________
Sheppard's email to Aufiero and Gresham (dated 4/13/2010)
SUBJECT: RE: Q3 Narrative Reminder
Thank you
On 4/12/10 11:13 PM, "Oliver Thomas" <othomas@mit.edu> wrote:
> Thanks Barbara! I had not submitted anything yet.
>
> Pat, FSX also has one missed/carry forward goal from our list of goals in the
> Q2 report:
>
>> - Deliver the next release of Debathena, tracking the public release of
>> Ubuntu ³Karmic²
>
> * Postponed until summer 2010 due to upstream issues and delays in Ubuntu
> "Karmic"
>
> Thanks,
>
> Oliver
>
> ======
> Goals for Next Quarter
>
> - Implement process for Asset Recovery for IS&T and community
> - Complete VIP Exchange migrations
> - Partner with the Office of the President to develop and implement a
> process to ensure future Institute wide publications (e.g., Task
> Force Report) are accessible to the entire MIT population
> - Co-lead an initiative to define a framework (aka menu of options)
> for Institute certifications. Partnering with RACC to leverage the
> framework to begin developing a certification program around Sponsored
> Research Administration
> - Deliver the next release of Debathena, tracking the public release of
> Ubuntu ³Karmic²
> - Deliver W20 and Baker House kiosk-based printing pilots with CopyTech
> and student organizations, and assess their effectiveness and potential
> for larger deployments
> - Pilot and assess application delivery through the new KeyServer
> infrastructure
> - Work with OIS to distribute updated Citrix ICA clients for Mac and Windows
> from IS&T software download site
> - Pilot distribution of a VMware image for business help applications
> - Complete PCI compliance incident response
> ======
>
> On Apr 12, 2010, at 10:12 PM, Barbara J Goguen goguen@mit.edu wrote:
>
>> Not sure whether Oliver or Chris have submitted anything yet, so thought I
>> would at least send along a collection, slightly edited, that was compiled by
>> the Service Desk Team Leaders last week. Needs some mor editing work, but it
>> at least provides a starting point for SD and FSX.
>>
>> Barbara
>>
>>
>> On 4/12/10 3:55 PM, "Patricia Sheppard" <pshepp@MIT.EDU> wrote:
>>
>>> For those teams that have not submitted anything for the Q3 report, could
>>> you please share your accomplishments as well as Q4 goals/milestones with
>>> Elaine and I by the end of the day tomorrow? The final needs to be
>>> submitted to Marilyn¹s office by next Tuesday the 20th, so the time line is
>>> very short and we want to make sure we have time to turn it around for your
>>> review and feedback.
>>>
>>> Thanks much!
>> <SD&FSXQ3.docx>
>
–
Patricia Sheppard
Business Manager
Client Support Services
Infrastructure Software Development and Architecture
MIT Information Services & Technology
617-253-3179http://ist.mit.edu
______________________________
Sheppard's email to Barbara Goguen and Elaine Aufiero / cc: to Oliver Thomas and Chris Gresham (dated 4/13/2010)
SUBJECT: RE: Q3 Narrative Reminder
Thank you Barbara! This is plenty for the quarterly
On 4/12/10 10:12 PM, "Barbara J Goguen" <goguen@mit.edu> wrote:
Not sure whether Oliver or Chris have submitted anything yet, so thought I would at least send along a collection, slightly edited, that was compiled by the Service Desk Team Leaders last week. Needs some mor editing work, but it at least provides a starting point for SD and FSX.
Barbara
On 4/12/10 3:55 PM, "Patricia Sheppard" <pshepp@MIT.EDU> wrote:
For those teams that have not submitted anything for the Q3 report, could you please share your accomplishments as well as Q4 goals/milestones with Elaine and I by the end of the day tomorrow? The final needs to be submitted to Marilyn’s office by next Tuesday the 20th, so the time line is very short and we want to make sure we have time to turn it around for your review and feedback.
Thanks much!
–
Patricia Sheppard
Business Manager
Client Support Services
Infrastructure Software Development and Architecture
MIT Information Services & Technology
617-253-3179http://ist.mit.edu
_______________________________
Oliver Thomas and Barbara Goguen's emails (combined) to Sheppard and Aufiero (dated 4/12/2010)
SUBJECT: Re: Q3 Narrative Reminder
Thanks Barbara! I had not submitted anything yet.
Pat, FSX also has one missed/carry forward goal from our list of goals in the Q2 report:
> - Deliver the next release of Debathena, tracking the public release of
> Ubuntu “Karmic”
- Postponed until summer 2010 due to upstream issues and delays in Ubuntu
"Karmic"
Thanks,
Oliver
======
Goals for Next Quarter
- Implement process for Asset Recovery for IS&T and community
- Complete VIP Exchange migrations
- Partner with the Office of the President to develop and implement a
process to ensure future Institute wide publications (e.g., Task
Force Report) are accessible to the entire MIT population - Co-lead an initiative to define a framework (aka menu of options)
for Institute certifications. Partnering with RACC to leverage the
framework to begin developing a certification program around Sponsored
Research Administration - Deliver the next release of Debathena, tracking the public release of
Ubuntu “Karmic” - Deliver W20 and Baker House kiosk-based printing pilots with CopyTech
and student organizations, and assess their effectiveness and potential
for larger deployments - Pilot and assess application delivery through the new KeyServer
infrastructure - Work with OIS to distribute updated Citrix ICA clients for Mac and Windows
from IS&T software download site - Pilot distribution of a VMware image for business help applications
- Complete PCI compliance incident response
======
On Apr 12, 2010, at 10:12 PM, Barbara J Goguen goguen@mit.edu wrote:
> Not sure whether Oliver or Chris have submitted anything yet, so thought I would at least send along a collection, slightly edited, that was compiled by the Service Desk Team Leaders last week. Needs some mor editing work, but it at least provides a starting point for SD and FSX.
>
> Barbara
>
>
> On 4/12/10 3:55 PM, "Patricia Sheppard" <pshepp@MIT.EDU> wrote:
>
>> For those teams that have not submitted anything for the Q3 report, could you please share your accomplishments as well as Q4 goals/milestones with Elaine and I by the end of the day tomorrow? The final needs to be submitted to Marilyn’s office by next Tuesday the 20th, so the time line is very short and we want to make sure we have time to turn it around for your review and feedback.
>>
>> Thanks much!
> <SD&FSXQ3.docx>
Attached document for Goguen's email:
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
_______________________________________
Aufiero's email to Sheppard (dated 4/12/2010)
SUBJECT: Quarterly Report Update
Hi Patricia,
I will check in with you later this morning to let you know if I received anymore contributions from the managers. I checked my email and the wiki page, but none have come in yet.
-----------------------------------------
Elaine E. Aufiero
CSS Administration
Massachusetts Institute of Technology
IS&T-CSS Headquarters
77 Massachusetts Avenue, Building N42-250D
Cambridge, MA 02139
Telephone: 617-715-2448
Fax: 617-258-6875
Email: eaufiero@mit.edu
IMPORTANT: IS&T IT staff will NEVER send you email requesting your password information. Please ignore any email messages that claim to require you to provide such information.
______________________________________
Aufiero's email to Sheppard (dated 4/12/2010)
SUBJECT: Re: Update on Q3 Submissions
Thanks!
On 4/12/10 4:21 PM, "Elaine Elizabeth Aufiero" <eaufiero@mit.edu> wrote:
Hi Patricia,
As Chris Lavallee mentioned, he will submit the Departmental Services contribution tonight.
We are still waiting on:
Student & Faculty Experience
Service Desk
I noticed you posted the CSS-HQ onto the wiki page.
Sorry I did not respond earlier. I was working on an SLA and then I met with Rashard. Just getting around to checking my emails.
-----------------------------------------
Elaine E. Aufiero
CSS Administration
Massachusetts Institute of Technology
IS&T-CSS Headquarters
77 Massachusetts Avenue, Building N42-250D
Cambridge, MA 02139
Telephone: 617-715-2448
Fax: 617-258-6875
Email: eaufiero@mit.edu
IMPORTANT: IS&T IT staff will NEVER send you email requesting your password information. Please ignore any email messages that claim to require you to provide such information.
From: Patricia Sheppard
Sent: Monday, April 12, 2010 1:35 PM
To: Elaine Elizabeth Aufiero
Subject: Update on Q3 Submissions
Anything new submitted? What are we missing?
–
Patricia Sheppard
Business Manager
Client Support Services
Infrastructure Software Development and Architecture
MIT Information Services & Technology
617-253-3179http://ist.mit.edu
________________________________
Sheppard's email to CSS Managers and cc: Aufiero (dated 4/12/2010)
SUBJECT: Q3 Narrative Reminder
For those teams that have not submitted anything for the Q3 report, could you please share your accomplishments as well as Q4 goals/milestones with Elaine and I by the end of the day tomorrow? The final needs to be submitted to Marilyn’s office by next Tuesday the 20th, so the time line is very short and we want to make sure we have time to turn it around for your review and feedback.
Thanks much!
–
Patricia Sheppard
Business Manager
Client Support Services
Infrastructure Software Development and Architecture
MIT Information Services & Technology
617-253-3179http://ist.mit.edu
______________________________
Sheppard's email to Aufiero (dated 4/12/2010)
SUBJECT: HQ Narrative in Wiki
I usually just add it myself, but I figured I should follow the same process as everyone else
I will send reminder out to managers, as we are still missing some teams.
Pat
–
Patricia Sheppard
Business Manager
Client Support Services
Infrastructure Software Development and Architecture
MIT Information Services & Technology
617-253-3179http://ist.mit.edu
_____________________________
Aufiero's email to Sheppard (dated 4/9/2010)
SUBJECT: Quarterly Report Contributions Update
Hi Patricia,
Here are the sections I am waiting on:
Service Desk
FSX
CSS HQ
DS (Lavallee will submit over the weekend.)
-----------------------------------------
Elaine E. Aufiero
CSS Administration
Massachusetts Institute of Technology
IS&T-CSS Headquarters
77 Massachusetts Avenue, Building N42-250D
Cambridge, MA 02139
Telephone: 617-715-2448
Fax: 617-258-6875
Email: eaufiero@mit.edu
IMPORTANT: IS&T IT staff will NEVER send you email requesting your password information. Please ignore any email messages that claim to require you to provide such information.
___________________________
Sheppard's email to Aufiero (dated 4/9/2010)
SUBJECT: Please advise
How about you let me know by noon and I will email them
On 4/9/10 9:35 AM, "Elaine Elizabeth Aufiero" <eaufiero@mit.edu> wrote:
> Hi Patricia,
>
> If I do not receive the CSS Mgrs. contributions by noon today, should I email
> them? Chris Lavallee let me know he is working on his? Otherwise, I only
> have AUX and ITSS.
>
> -----------------------------------------
> Elaine E. Aufiero
> CSS Administration
> Massachusetts Institute of Technology
> IS&T-CSS Headquarters
> 77 Massachusetts Avenue, Building N42-250D
> Cambridge, MA 02139
> Telephone: 617-715-2448
> Fax: 617-258-6875
> Email: eaufiero@mit.edu
>
> IMPORTANT: IS&T IT staff will NEVER send you email requesting your password
> information. Please ignore any email messages that claim to require you to
> provide such information.
>
–
Patricia Sheppard
Business Manager
Client Support Services
Infrastructure Software Development and Architecture
MIT Information Services & Technology
617-253-3179http://ist.mit.edu
_______________________________________
Chris Lavallee's email to Aufiero and Sheppard (dated 4/8/2010)
SUBJECT: DS Narratives will be submitted to you tomorrow....
Sorry for the delay. I am just waiting for Rashard’s and I will compile them and post them on the wiki tomorrow.
– Chris
----------------------------
Chris Lavallee
Manager, Departmental Services (formerly DITR)
Information Services and Technology, MIT
Office: (617) 253-0195
lavallch@mit.eduhttp://ist.mit.edu/about/org/ds
____________________
Important: IS&T IT staff will NEVER ask you for your password, nor will MIT send you email requesting your password information. Please continue to ignore any email messages that claim to require you to provide such information.
_______________________________________
Timothy McGovern's email to Aufiero and cc: Sheppard (dated 4/8/2010)
SUBJECT: ITSS Q3 Narratives
Attached is a brief snapshot of our work....let me know if I can clarify anything.
Attachment for McGovern's Email:
Q3 Highlights for IT Security (such as it's defined)
• INCIDENT RESPONSE & SPECIAL REQUESTS
• MIT Portugal, 'nuff said.
• Continued to provide daily trouble ticket support to other areas in IS&T and to the MIT community at large for security, policy, information protection, and encryption. Situation quite messy during the Q, but getting better after a bunch of effort in OIS, CSS/DS, etc.
• Continued to act as first step in response to issues related to Type D PCI merchants
• Extensive technical support to OGC wrt a MAJOR dispute between MIT and a large, generous financial institution (on the order of 3 weeks of effort just in this quarter; this dispute started in September 2009, and we've been providing help since the get-go)
• In general, tickets (as an approximator for work) volume held steady.
⁃ DMCA notices were down somewhat (vs. year ago, same quarter), as TOR activity was curtailed from a year ago.
⁃ Security tickets were also down (ditto), almost entirely due to the loss of our network traffic feed to our sensors. Note: this is just asking for more trouble down the road as many, many machines that are infected continue on unnoticed.
⁃ Infoprotect saw an uptick, as we took in 18 new data incidents just this quarter – a number of incidents from calendar year 2009 that didn't get full forensics have been closed without producing findings. Regrettably, we've been so inundated with getting these new incidents into our imaging infrastructure, we haven't been able to process many for actual risk assessment.
• AWARENESS
• Co-led multiple IAP and department level courses on Handling Sensitive Data. Partnering with Audit/PII Program.
• Presented at Essentials of Management workshop run by HR on the Current State of IT Security at MIT.
• INFORMATION PROTECTION, RISK MANAGEMENT & COMPLIANCE
• Completed the writing of MIT's WISP in compliance with Massachusetts Law. Communication and outreach to the community around the requirements included in the WISP begun and will continue into Q4.
• Continued support for PGP, and at quarter's end, PGP Rollout was ordained a project.
• Initiated vendor discussion and strategy development for Identity Finder product. Work will continue into Q4.
• Spoke at NERCOMP on evolving collaborative data incident response strategies
• Initiated vendor discussion and product review of McAfee products
• Refined Incident Response strategy for data incidents
• Received, evaluated and rolled out newest version of PGP Whole Disk Encryption software – necessary for Mac OS upgrades to Snow Leopard.
• Attempted to broker deal for PGP with Sloan - Sloan cancelled deal
• Continued to work with DUE and Student Financial Services on implementation of new minimum security standards in SFS to reduce the risk of further data incidents
• Convened working group on p2p provisions of HEOA; compliance data is July 1, 2010. We'll never make it!
• POLICY
• Almost managed to complete the revision of Rule 6 of MITnet Rules; should get done in April, 2010.
• INSIDE COLLABORATIONS
• Continued work within the Identity Management Taskforce (under ISDA tutelage).
• Began meeting regularly with Service Desk to provide better security-related services to users and find areas for collaboration.
• Teamed up with IS&T communications to include security news into the design of the new online IS&T News page.
• OUTSIDE RELATIONSHIPS & PROFESSIONAL DEVELOPMENT
• Attended RSA 2010 Conference – major all-industry IT security policy, tools and technology meeting.
• Participated in IvyPlus IT Security Officers meeting @ Harvard
• Attended NERCOMP workshop on Cyber Security Awareness.
• MAJOR OPERATIONAL ISSUES
• No network traffic being provided to our sensors for incident detection, forensics work, etc.
• No registration/authentication of NG wireless
⁃ Note: this makes incident response impossible in an increasing number of cases (roughly 1/3 of all DMCA complaints cannot be followed up on)
• No netflow data from MIT critical infrastructure (e.g. OC11 datacenter, W91 datacenter, etc.).
⁃ Note: this makes it hard for us to assess what risks might exist in these areas of our infrastructure; we assume that SAIS, OIS or ISDA teams are taking good care of this.
_______________________________
Aufiero's email to Sheppard (dated 3/31/2010)
SUBJECT: DRAFT FOR YOUR REVIEW - Quarterly Report Reminder
Hi Patricia,
Here is the draft email for the Quarterly Report Reminder. When I reviewed my 1:1 mtg. notes, I had written that you wanted to change the due date of 4/22/2010 for submitting the final quarterly report to now be listed as April 20th. However, we also had April 20th listed as the date for incorporating the managers' feedback into the report. Can we discuss this tomorrow morning?
__________
Hi Everyone,
The third quarter is closed as of Wednesday, March 31st.
Marilyn's office has asked us to submit the final Quarterly Report on Tuesday, April 20th. So it is imperative that we stick to this due date.
________________________
Dear CSS Managers,
This is a reminder that the third quarter closes on Wednesday, March 31st. The narrative is due to Patricia Sheppard and I on Thursday, April 8th. Also, please make sure your calendar has the following dates listed:
3/31/2010: Quarter closes
4/8/2010: Narratives are due to Patricia Sheppard and Elaine Aufiero
4/16/2010: Draft out (including metrics and analysis) to managers for review
4/20/2010: Incorporate managers' feedback
4/20/2010: Submit report to Marilyn Smith's office
The official template is attached along with the last quarter's report for your reference.
It would be helpful if the reports were submitted via the following Wiki sites (place your contribution under the "FY10 Q3" section):
Application User Experience: https://wikis.mit.edu/confluence/display/CSS/AUX+QR+History
Departmental Services: https://wikis.mit.edu/confluence/display/CSS/DS+QR+History
Faculty and Student Experience: https://wikis.mit.edu/confluence/display/CSS/FSX+QR+History
CSS Headquarters: https://wikis.mit.edu/confluence/display/CSS/CSS+HQ+QR+History
IT Security Services: https://wikis.mit.edu/confluence/display/CSS/ITSS+QR+History
Metrics: https://wikis.mit.edu/confluence/display/CSS/Metrics+QR+History
Service Desk: https://wikis.mit.edu/confluence/display/CSS/SD+QR+History.
Please feel free to contact Patricia Sheppard <pshepp@mit.edu> or I, if you have any questions.
-----------------------------------------
Elaine E. Aufiero
CSS Administration
Massachusetts Institute of Technology
IS&T-CSS Headquarters
77 Massachusetts Avenue, Building N42-250D
Cambridge, MA 02139
Telephone: 617-715-2448
Fax: 617-258-6875
Email: eaufiero@mit.edu
IMPORTANT: IS&T IT staff will NEVER send you email requesting your password information. Please ignore any email messages that claim to require you to provide such information.
-----------------------------------------
Elaine E. Aufiero
CSS Administration
Massachusetts Institute of Technology
IS&T-CSS Headquarters
77 Massachusetts Avenue, Building N42-250D
Cambridge, MA 02139
Telephone: 617-715-2448
Fax: 617-258-6875
Email: eaufiero@mit.edu
IMPORTANT: IS&T IT staff will NEVER send you email requesting your password information. Please ignore any email messages that claim to require you to provide such information.
__________________________________
Sheppard's email to Aufiero (dated 3/31/2010)
SUBJECT: Re: DRAFT FOR YOUR REVIEW - Quarterly Report Reminder
I think that we change the date to:
4/19 Incorporate managers feedback
4/20 Submit report to Marilyn's office
I am in the project review mtg from 8:30am-4pm, so I will be hard to
reach tomorrow. Call my cell if its an emergency.
Thanks!
On Mar 31, 2010, at 3:50 PM, Elaine Elizabeth Aufiero wrote:
> Hi Patricia,
>
> Here is the draft email for the Quarterly Report Reminder. When I
> reviewed my 1:1 mtg. notes, I had written that you wanted to change
> the due date of 4/22/2010 for submitting the final quarterly report
> to now be listed as April 20th. However, we also had April 20th
> listed as the date for incorporating the managers' feedback into the
> report. Can we discuss this tomorrow morning?
>
> __________
>
> Hi Everyone,
>
> The third quarter is closed as of Wednesday, March 31st.
>
> Marilyn's office has asked us to submit the final Quarterly Report
> on Tuesday, April 20th. So it is imperative that we stick to this
> due date.
>
> ________________________
>
> Dear CSS Managers,
>
> This is a reminder that the third quarter closes on Wednesday, March
> 31st. The narrative is due to Patricia Sheppard and I on Thursday,
> April 8th. Also, please make sure your calendar has the following
> dates listed:
>
> 3/31/2010: Quarter closes
> 4/8/2010: Narratives are due to Patricia Sheppard and Elaine Aufiero
> 4/16/2010: Draft out (including metrics and analysis) to managers
> for review
> 4/20/2010: Incorporate managers' feedback
> 4/20/2010: Submit report to Marilyn Smith's office
>
> The official template is attached along with the last quarter's
> report for your reference.
>
> It would be helpful if the reports were submitted via the following
> Wiki sites (place your contribution under the "FY10 Q3" section):
>
> Application User Experience: https://wikis.mit.edu/confluence/display/CSS/AUX+QR+History
>
> Departmental Services: https://wikis.mit.edu/confluence/display/CSS/DS+QR+History
>
> Faculty and Student Experience: https://wikis.mit.edu/confluence/display/CSS/FSX+QR+History
>
> CSS Headquarters: https://wikis.mit.edu/confluence/display/CSS/CSS+HQ+QR+History
>
> IT Security Services: https://wikis.mit.edu/confluence/display/CSS/ITSS+QR+History
>
> Metrics: https://wikis.mit.edu/confluence/display/CSS/Metrics+QR+History
>
> Service Desk: https://wikis.mit.edu/confluence/display/CSS/SD+QR+History
> .
>
> Please feel free to contact Patricia Sheppard <pshepp@mit.edu> or I,
> if you have any questions.
>
>
> -----------------------------------------
> Elaine E. Aufiero
> CSS Administration
> Massachusetts Institute of Technology
> IS&T-CSS Headquarters
> 77 Massachusetts Avenue, Building N42-250D
> Cambridge, MA 02139
> Telephone: 617-715-2448
> Fax: 617-258-6875
> Email: eaufiero@mit.edu
>
> IMPORTANT: IS&T IT staff will NEVER send you email requesting your
> password information. Please ignore any email messages that claim to
> require you to provide such information.
>
>
> -----------------------------------------
> Elaine E. Aufiero
> CSS Administration
> Massachusetts Institute of Technology
> IS&T-CSS Headquarters
> 77 Massachusetts Avenue, Building N42-250D
> Cambridge, MA 02139
> Telephone: 617-715-2448
> Fax: 617-258-6875
> Email: eaufiero@mit.edu
>
> IMPORTANT: IS&T IT staff will NEVER send you email requesting your
> password information. Please ignore any email messages that claim to
> require you to provide such information.
_______________________________________
Sheppard's email to Aufiero (dated 3/15/2010)
Re: Follow up to Elaine's email for Q3 Reports
Good idea!
Sent from my iPhone
On Mar 15, 2010, at 8:28 AM, "Elaine Elizabeth Aufiero" <eaufiero@mit.edu
> wrote:
> Hi Patricia,
>
> I hope you don't mind, but I decided to add each group's wiki page
> in the Quarterly Report Reminder email. I figured if we listed the
> exact place on the wiki for them to post their report, then maybe
> that would encourage them to post it there. I am curious to see if
> they do it.
>
> -----------------------------------------
> Elaine E. Aufiero
> CSS Administration
> Massachusetts Institute of Technology
> IS&T-CSS Headquarters
> 77 Massachusetts Avenue, Building N42-250D
> Cambridge, MA 02139
> Telephone: 617-715-2448
> Fax: 617-258-6875
> Email: eaufiero@mit.edu
>
> IMPORTANT: IS&T IT staff will NEVER send you email requesting your
> password information. Please ignore any email messages that claim to
> require you to provide such information.
_______________________________________
Aufiero's email to CSS Managers: (dated 3/15/2010)
SUBJECT: REMINDER - CSS FY2010 Q3 Reporting
Dear CSS Managers,
This is a reminder that the third quarter closes on Wednesday, March 31st. The narrative is due to Patricia Sheppard and I on Thursday, April 8th. Also, please make sure your calendar has the following dates listed:
3/31/2010: Quarter closes
4/8/2010: Narratives are due to Patricia Sheppard and Elaine Aufiero
4/16/2010: Draft out (including metrics and analysis) to managers for review
4/20/2010: Incorporate managers' feedback
4/22/2010: Submit report to Marilyn Smith's office
The official template is attached along with the last quarter's report for your reference.
It would be helpful if the reports were submitted via the following Wiki sites (place your contribution under the "FY10 Q3" section):
Application User Experience: https://wikis.mit.edu/confluence/display/CSS/AUX+QR+History
Departmental Services: https://wikis.mit.edu/confluence/display/CSS/DS+QR+History
Faculty and Student Experience: https://wikis.mit.edu/confluence/display/CSS/FSX+QR+History
CSS Headquarters: https://wikis.mit.edu/confluence/display/CSS/CSS+HQ+QR+History
IT Security Services: https://wikis.mit.edu/confluence/display/CSS/ITSS+QR+History
Metrics: https://wikis.mit.edu/confluence/display/CSS/Metrics+QR+History
Service Desk: https://wikis.mit.edu/confluence/display/CSS/SD+QR+History.
Please feel free to contact Patricia Sheppard <pshepp@mit.edu> or I, if you have any questions.
-----------------------------------------
Elaine E. Aufiero
CSS Administration
Massachusetts Institute of Technology
IS&T-CSS Headquarters
77 Massachusetts Avenue, Building N42-250D
Cambridge, MA 02139
Telephone: 617-715-2448
Fax: 617-258-6875
Email: eaufiero@mit.edu
IMPORTANT: IS&T IT staff will NEVER send you email requesting your password information. Please ignore any email messages that claim to require you to provide such information.
Attachment 1 of 2:
Patricia Sheppard’s email to David Segaloff (dated 1/27/2010)
CC: Robert Smyser, CSS Managers and Elaine Aufiero
SUBJECT: CSS FY2010 Q2 Report
See page two of this document for a copy of the attached FINAL Draft of Quarterly Report.
Hi David,
Attached please find the CSS FY2010 Q2 contribution to the quarterly report.
Let me know if you have any questions or need more information.
Thanks,
Pat
–
Patricia Sheppard
Business Manager
Client Support Services
Infrastructure Software Development and Architecture
MIT Information Services & Technology
617-253-3179http://ist.mit.edu
IS&T Quarterly Senior Staff Report – for the period 10/1/2009 through 12/31/2009 (Q2 ‘10)
Operational Area
Client Support Services
Accomplishments
Automatic Call Distribution
• Worked with OIS to configure and implement eOn acd for Telephone Help group to make customer experience more consistent with Computing Help and to streamline help process; this included adding software to Telephony staff machines, testing configuration, training, adding a report view of telephone help calls to console for viewing in both the N42 Call Center and E19.
Departmental Services
• The development and implementation of the new tracking database has improved the tracking and reporting for the computer deployments through the Desktop Deployment and Maintenance Group.
• Successfully created and maintained standard MIT Mac, Dell, and VMWare images for use in desktop deployments and support. Integrated the MIT Dell standard image into the Dell ordering process to allow for an MIT imaged machine to be shipped from Dell that is ready for deployment.
• Deployed a FileMaker Customer Relationship Management (CRM) system for the Deshpande Center. This system will be used as a model for other CRMs in development.
• DS successfully supported MIT’s Accreditation Evaluation Committee in partnership with the President’s Office.
Loaner Laptop Program
• Successfully coordinated a semester of student loaner laptops, under the new definition of the program; streamlined both the setting up and recovery/reissue of the laptops, allowing successful absorption of the program without the people resources previously dedicated. Responses to the new program implementation have been universally positive, from both faculty and students.
MIT Exchange Migration (collaboration between OIS and CSS)
• Ongoing outreach: The IS&T Community Forum was held on 10/8/09, and meetings were held with the Asst. Deans in November as well as Administrative Advisory Council II and Administrative Officers in December.
• Completed migrations included the VP of Finance, Department of Urban Studies, MIT News Office, Chemical Engineering, Housing, Aerospace Studies, Navy/Army ROTC, Public Service Center and MIT Campus Police.
• Successfully implemented the @exchange vs. @mit.edu transition solution.
• Supported the Exchange Email & Calendaring roll-out through the publication of 80 pages of on-line policy, educational, and procedural documentation, as well as the delivery of 25 training events, scheduled at DLC sites and customized to best meet their needs. Overall, 22% of IS&T training (all courses including Exchange) was delivered off-site at a particular DLC office this past quarter.
Printing
• IS&T is partnering with Prof. Graves (Sloan School), the Baker House executive committee (dormitory) and the Undergraduate Association, and CopyTech on several student printing experiments ranging from an analytics freshman seminar project (Graves) to planned deployments of Pharos printing kiosks in Baker and W20 for the spring semester, to gauge usability and student acceptance of kiosk-based hold-and-release printing.
• IS&T is partnering with the Office of the Vice President for Finance on a pilot project to assess the value and feasibility of a fully managed business printing environment with a per-page rate structure. IS&T provides project guidance, vendor wrangling, sustainability expertise, and technical leadership to the project.
Software
• KeyServer project moved from design and implementation to stable server deployment, ready to support pilot applications during IAP.
• A new approach to student MATLAB delivery wass documented, tested, and readied for “deployment” for spring 2010, which will allow and encourage students to directly leverage the MathWorks download system, eliminating the need for customized MIT installers and local re-delivery of student MATLAB via an MIT download site, as well as providing improved flexibility, support options, and 64-bit support to MIT students.
• CSS worked with OIS, GovConnection and Procurement to institute changes reflected in the Microsoft Campus Agreement. All Microsoft Office Professional products under the MSCA are now available through IS&T at no cost to faculty and staff, and may be installed on all MIT-owned machines.
• Delivered rich training and documentation in support of new Windows 7 and Microsoft Office releases, in addition to updating documentation related to the Microsoft Campus Agreement.
Student Computing
• First full quarter of public Debathena (Athena 10) deployments. Debathena represents not only a new version of Athena, but also a fundamental re-engineering of many components of Athena. This re-engineering would not have been possible without significant student effort from SIPB.
• Refined existing data collection mechanisms and developed new ones to help inform recommendations to be made by the working group and DUE in Q3 FY2010. As a preview, a summary set of Athena utilization metrics is included in the metrics section of this report.
Issues and Trends
• Web projects are becoming more complex with new user requirements. Many require functionality beyond what the Athena’s free web hosting environment can provide.
• With move from IMAP to Exchange saw 21% year to year increase in email related tickets (Oct-Nov. 2008 compared to October to November 2009). Also moved from supporting 3 email clients and 1 calendar client to supporting 8 email clients and 7 calendar clients.
Goals for Next Quarter
• Implement process for Asset Recovery for IS&T and community
• Complete VIP Exchange migrations
• Partner with the Office of the President to develop and implement a process to ensure future Institute wide publications (e.g., Task Force Report) are accessible to the entire MIT population
• Co-lead an initiative to define a framework (aka menu of options) for Institute certifications. Partnering with RACC to leverage the framework to begin developing a certification program around Sponsored Research Administration
• Deliver the next release of Debathena, tracking the public release of Ubuntu “Karmic”
• Deliver W20 and Baker House kiosk-based printing pilots with CopyTech and student organizations, and assess their effectiveness and potential for larger deployments
• Pilot and assess application delivery through the new KeyServer infrastructure
• Work with OIS to distribute updated Citrix ICA clients for Mac and Windows from IS&T software download site
• Pilot distribution of a VMware image for business help applications
• Complete PCI compliance incident response
*Please note that CSS has initiated an effort to refresh and validate our strategic metrics. Although some of the previously published metrics (FY2009) differ from the current report, the metrics that follow are the accurate numbers for all quarters reported. CSS expects to have additional metrics for FY2010 Q3 as we continue to improve our measures throughout the year.
Summary of Strategic Metrics*
CSS maintained high levels of call center performance in Q2, with Client Satisfaction only slightly below its 4.5 goal, and Abandon Rate well below its goal of 10%.
Repair Center and Telephone Help satisfaction scores show steady improvement over the year and are now above target for the last two quarters. Telephone Analog and ISDN orders are high from requests to remove such phones. Telephone Help kept its recent gain in % of tickets resolved in Tier 1, up 15% this year.
Ticket Topics are assigned by a largely automated process using keyword matching and hinting. Adding User Accounts to the pool for the first time greatly increased volume in the Accounts topic and contributed to the 35% increase in Email tickets, otherwise caused by Exchange-related tickets created in the Call Center. The Backup topic was impacted by the annual cleanup of mostly inactive TSM accounts. Two other lower volume topics – Security and Services – showed large % increases related to phishing and malware, and increased use of our services like wikis.mit. Business tickets are down by nearly half compared to a year ago, and Hardware tickets down by 22%. In those areas, newer hardware and easier-to-use software have a positive impact on our clients.
Adding User Accounts this year nearly doubled Service Desk ticket volume over last year. More than 8300 tickets, or 126 tickets per day, were created by more than 4700 unique IDs in a roughly 3:2 ratio of employees to students.
Training offered 14% more classes and attracted 8% more attendees than a year ago. A third of the training taken in Q2 was about Exchange. Attendees are pleased with their training, as client satisfaction scores remain high.
Accessibility delivered 39% more Adaptive Technology consultations to the community, and showed the same increase in student users of the 24x7 lab. Software Usability consultations nearly doubled over last year as well.
DDM’s Preventative Maintenance visits and Desktop Deployments have surged over last quarter even as DDM looks to revamp the program later in the year. Declines in MDS metrics across the board are consistent with recent DLC belt-tightening. DCAD shows sustained gains in the SLA business, while new projects are down compared to a year ago but rising steadily in the last three cycles. The DS PLUS reporting is new this quarter and shows a 42% increase over last year in activities related to supporting its 72 client individuals.
Athena and Printing metrics are new this quarter. Athena Workstations by Type reveals that 76% of the 1472 known Athena installations are not in our public Student Computing Labs but are privately owned or in DLCs. Our 8 dialup servers account for 28% of total logins, likely from Windows and Macintosh machines running terminal software and an X client. The 27 public Athena printers seem heavily used at over 91000 pages per quarter altogether, but 55% of the pages printed were in paper-saving duplex mode.
Attachment 2 of 2 (the Quarterly Template Form)
IS&T Quarterly Senior Staff Report – for the period 7/1/2009 through 9/30/2009 (Q1 ‘10)
NOTE: This section should be no more than 1-2 pages
Operational Area
NAME OF DIRECTOR’S OPERATIONAL UNIT / Staff Member’s area of Responsibility (for ex: OIS or IT Energy Initiative)
Accomplishments
[INSERT Text and/or bullets relating to key accomplishments/milestones for the current quarter]
•
•
•
Goals for Next Quarter
[INSERT bullets highlighting key goals for the coming quarter]
•
•
•
Issues and Trends
[INSERT text highlighting any key issues and/or trends related to your operational areas core work/services]
Summary of Strategic Metrics
[INSERT 1 to 2 pages of key strategic metrics that relate to your operational area. If available include trends by quarter for 5 consecutive quarters so we have year over year comparisons]
______________________________________
Sheppard's email to Aufiero (dated 3/12/2010)
Re: DRAFT - Reminder - 2010 Q3 Reporting
Elaine,
Looks good. My only change would be:
4/16/2010: Draft out (including metrics and analysis) to managers for
review
We should send this again on 3/31 as well.
Thanks!
On 3/12/10 3:30 PM, "Elaine Elizabeth Aufiero" <eaufiero@mit.edu> wrote:
> Hi Patricia,
>
> Here is the draft email that I plan to send out to the CSS Managers on Monday,
> March 15th (it has the new dates we discussed earlier this week).
>
> Dear CSS Managers,
>
> This is a reminder that the quarter closes on Wednesday, March 31st. The
> narrative is due to Patricia Sheppard and I on Thursday, April 8th. Also,
> please make sure your calendar has the following dates listed:
>
> 3/31/2010: Quarter closes
> 4/8/2010: Narratives are due to Patricia Sheppard and Elaine Aufiero
> 4/16/2010: Draft out to managers for review
> 4/20/2010: Incorporate managers' feedback
> 4/22/2010: Submit report to Marilyn Smith's office
>
> The official template is attached along with the last quarter's report for
> your reference.
>
> I will check in with you Monday before I send it out to see if you want to
> make any changes.
>
> -----------------------------------------
> Elaine E. Aufiero
> CSS Administration
> Massachusetts Institute of Technology
> IS&T-CSS Headquarters
> 77 Massachusetts Avenue, Building N42-250D
> Cambridge, MA 02139
> Telephone: 617-715-2448
> Fax: 617-258-6875
> Email: eaufiero@mit.edu
>
> IMPORTANT: IS&T IT staff will NEVER send you email requesting your password
> information. Please ignore any email messages that claim to require you to
> provide such information.
>
–
Patricia Sheppard
Business Manager
Client Support Services
Infrastructure Software Development and Architecture
MIT Information Services & Technology
617-253-3179http://ist.mit.edu
____________________________________
Sheppard's email to Smyser and cc: Aufiero (dated 3/10/2010)
SUBJECT: Re: Heads up on Q3 metrics analysis check-in meetings in April
Rob,
Elaine will be sending out a schedule for the quarterly narrative, which is on a separate schedule from the metrics. You should probably send a schedule out as well for your stuff. What we discussed yesterday was:
4/7 Teams submit metrics to Rob
4/9 Rob validates the numbers
4/12 Rob and team leads/managers agree on analysis
4/16 Rob submits final to Pat and Elaine to incorporate into quarterly report
Thanks!
On 3/10/10 2:37 PM, "Robert W Smyser" <smyser@MIT.EDU> wrote:
Folks,
This is to let you know that I will be needing to schedule smallish blocks of time with you in early April to look over your metrics and related analysis. That would have to be after metrics are submitted to you and me, and before I have to get them to Pat. So that looks like Monday and Tuesday, April 12 and 13. If you’d like me to try to include your team leads, let me know. If you have any questions or concerns, let me know.
Thanks,
Rob
-------
Rob Smyser, Sr Business Analyst
MIT Information Services & Technology
77 Massachusetts Ave #n42-240t, Cambridge MA 02139
617.253.1358 w
–
Patricia Sheppard
Business Manager
Client Support Services
Infrastructure Software Development and Architecture
MIT Information Services & Technology
617-253-3179http://ist.mit.edu
_________________________________
Smyser's email to Aufiero and Sheppard (dated 3/9/2010)
SUBJECT: Re: Possible Due Dates for Quarter Reports
I would love to join you but I have a school-related delay that will keep from coming to the office that early tomorrow. The schedule can be more like last quarter than I penciled in for this time, but Training will likely need time than they had last time to get it together.
R
_________________________________
Sheppard's email to Aufiero and Smyser (dated 3/9/2010)
SUBJECT: Re: Possible Due Dates for Quarter Reports
Hi guys,
Rob can definitely join us for the quarterly discussion - 9am sharp
I am more interested in CSS having it together to produce this in a timely
way regardless of leeway from Marilyn's office. This report feeds the
operational reports, etc that need to be produced, so the sooner completed,
the better.
We'll chat tomorrow.
On 3/9/10 10:39 AM, "Elaine Elizabeth Aufiero" <eaufiero@mit.edu> wrote:
> Hi Rob and Patricia,
>
> I checked with David Segaloff about when he will want the Quarterly Reports
> submitted to him. He said the third week after the quarter ends. He did not
> have an exact date picked out yet. (I believe he meant the week of April
> 19-23.)
>
> I had estimated our schedule for due dates as:
>
> 3/15/10 - Elaine sends out first email announcing when the quarter ends and a
> list of due dates
>
> 3/31/10 - Quarter closes
> 4/8/10 - Narrative (CSS Managers) due to Pat and Elaine and metrics due to Rob
> Keep in mind: Rob picked his dates before we had any idea of when David would
> want the report submitted to him)
> 4/12/10 - Elaine sends out draft to managers for review (Rob suggested 4/19/10
> for this date - let's discuss)
> 4/14/10 - Incorporate managers feedback (Rob suggested 4/21/10 for this date -
> let's discuss)
> 4/15/10 - Patricia submits the final version to Marilyn's office (Rob
> suggested 4/22/10 for this date - let's discuss)
>
> I have a one-to-one meeting with Patricia scheduled tomorrow morning.
> Question to Patricia - should Rob join our One-to-one Mtg. while we discuss
> the Quarterly Report information?
>
> -----------------------------------------
> Elaine E. Aufiero
> CSS Administration
> Massachusetts Institute of Technology
> IS&T-CSS Headquarters
> 77 Massachusetts Avenue, Building N42-250D
> Cambridge, MA 02139
> Telephone: 617-715-2448
> Fax: 617-258-6875
> Email: eaufiero@mit.edu
>
> IMPORTANT: IS&T IT staff will NEVER send you email requesting your password
> information. Please ignore any email messages that claim to require you to
> provide such information.
>
>
–
Patricia Sheppard
Business Manager
Client Support Services
Infrastructure Software Development and Architecture
MIT Information Services & Technology
617-253-3179http://ist.mit.edu
FY2010 Q2
Patricia Sheppard's email to David Segaloff, cc: CSS Managers, E. Aufiero and R. Smyser
SUBJECT: CSS FY2010 Q2 Report
Hi David,
Attached please find the CSS FY2010 Q2 contribution to the quarterly report.
Let me know if you have any questions or need more information.
Thanks,
Pat
–
Patricia Sheppard
Business Manager
Client Support Services
Infrastructure Software Development and Architecture
MIT Information Services & Technology
617-253-3179http://ist.mit.edu
Document attached to this email:
https://wikis.mit.edu/confluence/download/attachments/58242856/CSS+FY2010+Q2+Draft.docx
________________________________________________________________________________________________
Patricia Sheppard's email to CSS Managers, cc: E. Aufiero and R. Smyser (dated 1/22/2010)
CSS FY2010 Q2 Report Final Draft
For review. Let me know if you have any additional feedback by Tuesday. I would like to send to David by the end of day.
Thanks!
–
Patricia Sheppard
Business Manager
Client Support Services
Infrastructure Software Development and Architecture
MIT Information Services & Technology
617-253-3179http://ist.mit.edu
Document that was attached to this email:
https://wikis.mit.edu/confluence/download/attachments/58242856/CSS+FY2010+Q2+Draft.docx
______________________________________________________________________________________________
Patricia Sheppard and Barbara Goguen's emails (dated 1/18/2010)
SUBJECT: CSS Q2 Report Draft
Great feedback. I can work on the Q3 goal edits. As for metrics, I believe Rob did the first cut on his own and he should follow up with Jozsef as to what these numbers really mean. If we can get consensus by the end of the week, that would be perfect.
Thanks! (P. Sheppard)
On 1/18/10 5:34 PM, "Barbara J Goguen" <goguen@mit.edu> wrote:
Hi, folks. I am finally getting around to reading through this draft thoroughly. In general, I think it looks great! Thanks for all the editing and analysis that I know had to go into it to get it consolidated by service, brief enough to digest, and understandable to readers from outside CSS.
I have just a few questions:
In the Goals for Next Quarter section, there is a a bullet about responding to IT@MIT Task Force recommendations to centralize and standardize purchasing of computer hardware. I believe this was part of Chris’ submission and I believe it relates to our pulling together material in a format developed at Sr. Staff to assist all of Sr. Staff to formulate an overall response to the task force recommendations. This should either be broadened to include the 3 task force recommendations that CSS is working on collecting data for, or should be removed.
And I want to explore a couple of the SD metrics, such as agent availability which dropped dramatically and calls offered per day, which also looks low. Shall I assume that Rob reviewed these already with Jozsef?
Thanks!
Barbara
On 1/12/10 2:25 PM, "Patricia Sheppard" <pshepp@MIT.EDU> wrote:
Hi all,
As discussed in our meeting earlier today, we have some time to review and revise our Q2 report before submitting to Marilyn’s office. Attached is the first draft from which to work from. The narrative has been heavily edited to accommodate space restrictions, and the teams have been pulled out and accomplishments listed by service. Also, new metrics are being piloted, and we will need to do some editing in either the analysis or particular metrics we report as well to reduce it to two pages.
Ideally, we would like to have your feedback by this Friday (Monday at the latest). Please note what you think is missing in your feedback to Elaine, Rob and I - we want to make sure we are representing all the great work that is happening across CSS and IS&T. Thanks so much!
–
Patricia Sheppard
Business Manager
Client Support Services
Infrastructure Software Development and Architecture
MIT Information Services & Technology
617-253-3179http://ist.mit.edu
Document attached to this email:
IS&T Quarterly Senior Staff Report – for the period 10/1/2009 through 12/31/2009 (Q2 ‘10)
Operational Area
Client Support Services
Accomplishments
MIT Exchange Migration (collaboration between OIS and CSS)
• Ongoing outreach: The IS&T Community Forum was held on 10/8/09, and meetings were held with the Asst. Deans in November as well as Administrative Advisory Council II and Administrative Officers in December.
• Completed migrations included the VP of Finance, Department of Urban Studies, MIT News Office, Chemical Engineering, Housing, Aerospace Studies, Navy/Army ROTC, Public Service Center and MIT Campus Police.
• Successfully implemented the @exchange vs. @mit.edu transition solution
• Supported the Exchange Email & Calendaring roll-out through the delivery of 25 training events and the publication of 80 pages of on-line policy, educational, and procedural documentation.
Automatic Call Distribution
• Worked with OIS to configure and implement eOn acd for Telephone Help group to make customer experience more consistent with Computing Help and to streamline help process; this included adding software to Telephony staff machines, testing configuration, training, adding a report view of telephone help calls to console for viewing in both the N42 Call Center and E19.
Loaner Laptop Program
• Successfully coordinated a semester of student loaner laptops, under the new definition of the program; streamlined both the setting up and recovery/reissue of the laptops, allowing successful absorption of the program without the people resources previously dedicated. Responses to the new program implementation have been universally positive, from both faculty and students.
Athena
• First full quarter of public Debathena (Athena 10) deployments. Debathena represents not only a new version of Athena, but also a fundamental re-engineering of many components of Athena. This re-engineering would not have been possible without significant student effort from SIPB.
• Refined existing data collection mechanisms and developed new ones to help inform recommendations to be made by the working group and DUE in Q3 FY2010. As a preview, a summary set of Athena utilization metrics is included in the metrics section of this report.
Printing
• IS&T is partnering with Prof. Graves (Sloan School), the Baker House executive committee (dormitory) and the Undergraduate Association, and CopyTech on several student printing experiments ranging from an analytics freshman seminar project (Graves) to planned deployments of Pharos printing kiosks in Baker and W20 for the spring semester, to gauge usability and student acceptance of kiosk-based hold-and-release printing.
• IS&T is partnering with the Office of the Vice President for Finance on a pilot project to assess the value and feasibility of a fully managed business printing environment with a per-page rate structure. IS&T provides project guidance, vendor wrangling, sustainability expertise, and technical leadership to the project.
Software
• KeyServer project moved from design and implementation to stable server deployment, ready to support pilot applications during IAP.
• A new approach to student MATLAB delivery wass documented, tested, and readied for “deployment” for spring 2010, which will allow and encourage students to directly leverage the MathWorks download system, eliminating the need for customized MIT installers and local re-delivery of student MATLAB via an MIT download site, as well as providing improved flexibility, support options, and 64-bit support to MIT students.
• CSS worked with OIS, GovConnection and Procurement to institute changes reflected in the Microsoft Campus Agreement. All Microsoft Office Professional products under the MSCA are now available through IS&T at no cost to faculty and staff, and may be installed on all MIT-owned machines.
• Delivered rich training and documentation in support of new Windows 7 and Microsoft Office releases, in addition to updating documentation related to the Microsoft Campus Agreement.
Departmental Services
• The development and implementation of the new tracking database has improved the tracking and reporting for the computer deployments through the Desktop Deployment and Maintenance Group.
• Successfully created and maintained standard MIT Mac, Dell, and VMWare images for use in desktop deployments and support. Integrated the MIT Dell standard image into the Dell ordering process to allow for an MIT imaged machine to be shipped from Dell that is ready for deployment.
• Deployed a FileMaker Customer Relationship Management (CRM) system for the Deshpande Center. This system will be used as a model for other CRMs in development.
• DS successfully supported MIT’s Accreditation Evaluation Committee in partnership with the President’s Office.
Issues and Trends
• Web projects are becoming more complex with new user requirements. Many require functionality beyond what the Athena’s free web hosting environment can provide.
• With move from IMAP to Exchange saw 21% year to year increase in email related tickets (Oct-Nov. 2008 compared to Oct-Nov. 2009). Also moved from supporting 3 email clients and 1 calendar client to supporting 8 email clients and 7 calendar clients.
Goals for Next Quarter
• Implement process for Asset Recovery for IS&T and community.
• Respond to the IT@ MIT recommendations: centralized and standardized purchasing of computer hardware.
• Complete VIP Exchange migrations.
• Partner with the Office of the President to develop and implement a process to ensure future Institute wide publications (e.g., Task Force Report) are accessible to the entire MIT population
• Co-lead an initiative to define a framework (aka menu of options) for Institute certifications. Partnering with RACC to leverage our framework to develop and implement a certification program around Sponsored Research Administration.
• Deliver the next release of Debathena, tracking the public release of Ubuntu “Karmic”.
• Deliver W20 and Baker House kiosk-based printing pilots with CopyTech and student organizations, and assess their effectiveness and potential for larger deployments.
• Pilot and assess application delivery through the new KeyServer infrastructure.
• Work with OIS to distribute updated Citrix ICA clients for Mac and Windows from IS&T software download site.
• Pilot distribution of a VMware image for business help applications.
• Complete PCI compliance incident response
Summary of Strategic Metrics
CSS maintained high levels of call center performance in Q2, with Abandon Rate well below the 10% goal and Wait to Answer time the same as a year ago and better than Q1. Agent availability had its usual seasonal decline (as student staffing follows the academic calendar) but it fell 11% more than last year. Overall Client Satisfaction of 4.43 came in just under the goal of 4.5 and is only 3% lower than a year ago.
Repair Center and Telephone Help satisfaction scores show steady improvement over the year and are now above target for the last two quarters. Telephone Analog and ISDN orders are high from requests to remove such phones. Telephone Help kept its recent gain in % of tickets resolved in Tier 1, up 15% this year.
Ticket Topics are assigned by a largely automated process using keyword matching and hinting. Adding User Accounts to the pool for the first time greatly increased volume in the Accounts topic and contributed to the 35% increase in Email tickets, otherwise caused by Exchange-related tickets created in the Call Center. The Backup topic was impacted by the annual cleanup of mostly inactive TSM accounts. Two other lower volume topics – Security and Services – showed large % increases related to phishing and malware, and increased use services like wikis, respectively. Business tickets are down by nearly half compared to a year ago, and Hardware tickets down by 22%. In those areas, newer hardware and easier-to-use software have a positive impact on our clients’ computing environment.
As a consequence of adding User Accounts, Service Desk ticket volume nearly doubled over last year. Over 8300 total tickets, or 126 tickets per day, were created by more than 4700 unique IDs in a roughly 3:2 ratio of employees to students.
Training offered 14% more classes and attracted 8% more attendees than a year ago. A third of the training taken in Q2 was about Exchange. Attendees are pleased with their training, as client satisfaction scores remain high.
Accessibility delivered 39% more Adaptive Technology consultations to the community, and showed the same increase in student users of the 24x7 lab. Software Usability consultations nearly doubled over last year as well.
DDM’s Preventative Maintenance visits and Desktop Deployments have surged over last quarter even as DDM looks to revamp the program later in the year. Declines in MDS metrics across the board are consistent with recent DLC belt-tightening. DCAD shows sustained gains in the SLA business, while new projects are down compared to a year ago but rising steadily in the last three cycles. The DS PLUS reporting is new this quarter and shows a 42% increase over last year in activities related to supporting its 72 client individuals.
Athena and Printing metrics are new this quarter. Athena Workstations by Type reveals that 85% of the 2434 known Athena installations are not in our clusters but are privately owned or in DLCs. A relatively large 14% of total Athena logins occur on the 43 high-turnover Quickstations, while just 8 dialup servers account for 28% of total logins, likely from Windows and Macintosh machines running terminal software and an X client. The 27 public Athena printers seem heavily used at over 91000 pages per quarter altogether, but 55% of the pages printed were in paper-saving duplex mode.
Finally, DMCA notices were in a year-long decline until Q2, up 100% over Q1 and 57% over Q2 of FY2009.
To view metrics table listed in this document, please see:
______________________________________________________________
-->
Patricia Sheppard’s email to CSS HQ (dated 1/7/2010)
SUBJECT: Q2 Narrative Bullets
Hi all,
Below are the big bullets I would propose including in the CSS Q2 Report (remember we have limited space):
Accomplishments
- CSS Billing Project documentation has been completed. For each line of business, CSS has mapped how work is produced, how billing is actually generated, and what records are kept where. The additional benefits of this effort are that it has given CSS insight as to business owners expectations and identified gaps. This information will be used to focus future opportunities.
- Exchange Migration has hit significant milestones in both outreach and transitions. The IS&T Community Forum was held on 10/8/09, and meetings were held with the Asst. Deans in November as well as Administrative Advisory Council II and Administrative Officers in December. Completed migrations included the VP of Finance, Department of Urban Studies, MIT News Office, Chemical Engineering, Housing, Aerospace Studies, Navy/Army ROTC, Public Service Center and MIT Campus Police.
- CSS worked with GovConnection and Procurement to institute changes reflected in the Microsoft Campus Agreement. All products under the MSCA are now available through IS&T at no cost to the customers.
Future Milestones
- recommendations for CSS Billing process improvements
- VIP Exchange migrations
- Software Portfolio 2.0 (delayed from Q2)
- implement new MathWorks licensing model
Also, I added three milestones to our HQ roadmap we worked on yesterday (thanks Elaine!):
- VSLS business planning (Pat and Elaine) Jan thru April
- client satisfaction survey improvements (Rob and Elaine)
- collaboration with Sourcing on procurement/acquisition processes (Paul and Pat)
I realize I should have the team members report accomplishments as opposed to having my fingerprints all over them. We will do that going forward.
For this round, let me know if you have any feedback on our bullets by Tuesday. Thanks!
--
Patricia Sheppard
Business Manager
Client Support Services
Infrastructure Software Development and Architecture
MIT Information Services & Technology / 617-253-3179 / http://ist.mit.edu