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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

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