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  • 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
  • deliver Information Security and Privacy Policy 1.0
Panel

If something doesn’t actually help people get their work done, it isn’t useful, no matter how cool it is.

Why would a project team want CSS members inserted into their team?  Can we convince them that we add value? Let’s enumerate the values we can add. (CSS integration)

Do we have individual staff members who can represent all aspects of CSS (training, usability, support) to a project team? (CSS integration)

With less management turnover, we’d have a hope of finishing well-intentioned initiatives, instead of restarting them over and over, as we do now.

What is the process to get these services from CSS?  Do you have to ask each manager for staff?  Each team? We should have an entry point.

Development of the CSS Workforce of the Future

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  • 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
Panel

More informal social events like the cruise.

A lot of our repetitive work at the Help Desk comes from clients not learning (or being aware of) the tools to help themselves.

Many prefer to chat, humans being social animals.

I thought RT had only been here three years – not six.

RT is currently being used to track metrics and ownership of cases.  These compete with each other.  We’ll get better results for both ends if we separate the two.

Align “build” project process from AUX and DCAD through DS support.

How can we communicate the boring, redundant, and mind numbing work to a broader audience – to some one who might have a solution?  How can the solution-makers be rewarded so that more people will chip in?

Cohesion is easier if people can mingle more…

Wiki Markup
*Is there cohesion between \[teams and functions\] and \[client needs and future growth and considerations\]?*

RT should generate priority levels, i.e. if email is down, why can’t RT notify managers and support people through phone calls, etc?  Also, tracking issues across teams is nearly non-existent.

Understanding of CSS Costs

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  • improved understanding of unit costs
  • pilot new revenue models
  • design business process improvements
  • develop understanding of risk management and associated costs
Panel

What are the products and services?

Cost measurements need to span the entire life cycle of the product/project question.  It’s easy to look at the transaction the client has with one group, and miss how that impacts other group.

Only one: customer satisfaction.

Understanding costs is hard in a culture that values cleverness and elegance more than simplicity and profit.

It should be easier to get funding for a small scale project (say <1K) without jumping through a lot of hoops.