Client Support Services Refresh
- look at document sourcing models for each function (Service Desk, Departmental Services, etc)
- establish core services for CSS
- sunset non core services
CSS Integration Into and Enhancement of IS&T Service Delivery
- AUX, DS, and SD early engagement in project life cycle
- reduce demand for support by making services easier to use
- ensure services are safe and secure
- pioneer IS&T wide change management v 1.0
- support IS&T wide communication management v 1.0
- establish new staff and faculty technology orientation with HR
Facilitation of the Work of Real People
- enhance IT services delivered to faculty and students
- expand Departmental Services
- streamline software delivery process
- define and deliver software stack in support of GIRs
- improve email/calendaring options
- provide easy access to software tools
- ensure services worthy of MIT
- become home to the strategy for the public student computing experience at MIT
Creation and Sustenance of a Culture of Data Governance
- deliver Information Security and Privacy Policy 1.0
Development of the CSS Workforce of the Future
- develop individual role definitions
- create CSS Leaders group
- provide cross training between staff
- focus on succession planning
- prioritize staff retention
- increase staff professional development and related knowledge sharing
CSS Process Integration
- create cohesion between teams and functions
- revamp of metrics and business processes
- ticketing tool evaluation and integration
- Look at other tools that will reduce manual or redundant work
Understanding of CSS Costs
- improved understanding of unit costs
- pilot new revenue models
- design business process improvements
- develop understanding of risk management and associated costs
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