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h3. *{+}FY2010 Q3{+}*
S
Service Level Agreement
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{color:#1f497d}{*}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)*{color}
{color:#1f497d}{*}SUBJECT: FW: Quarterly Report & Operational Review Meeting - Reminder\!*{color}
{color:#1f497d}Reminder that the Quarterly report is due to me by noon tomorrow. Also that our Operational review meeting is on the 29{color}{color:#1f497d}{^}th ^{color} {color:#1f497d}and materials for that meeting are due to me by noon on Tuesday the 27th.{color}
{color:#1f497d}Dave{color}
{color:#1f497d}\------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------\-{color}
*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\! {color:#1f497d}Hi,{color}
{color:#1f497d}I would like your Operational Review materials (in the proper format){color} {color:red}{*}{+}to me by noon Tuesday 4/27{+}{*}{color}{color:#1f497d}. I’ll put all the review material in 1 handout that everyone can work from.{color}
{color:#1f497d}Thanks,{color}
{color:#1f497d}Dave{color}
*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 {color:#1f497d}format{color} 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. {color:red}{*}Section 1{*}{color} 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
{color:red}{*}Section 2{*}{color} 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.
{color:#1f497d}The{color} quarterly report is due to me by {color:red}noon on the 3{color}{color:red}{^}rd{^}{color}{color:red}Wednesday{color} {color:#1f497d}o{color}{color:red}f the month following quarter end{color} {color:#0070c0}* *{color}{color:#1f497d}*(*{color}{color:#0070c0}{*}4/21 for this qtr). *{color}
{color:#1f497d}{*}We will hold our 2{*}{color}{color:#1f497d}{*}{^}nd{^}{*}{color} {color:#1f497d}{*}Operational Review meeting on Thursday April 29{*}{color}{color:#1f497d}{*}{^}th{^}{*}{color}{color:#1f497d}{*}during 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.*{color}
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|mailto: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
617-253-3179[http://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
617-253-3179[http://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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h1. 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.
| {color:black}{*}Service Desk{*}{color} | {color:black}FY09 Q3{color} | {color:black}FY09 Q4{color} | {color:black}FY10 Q1{color} | {color:black}FY10 Q2{color} | {color:black}{*}FY10 Q3{*}{color} | {color:black} {color}{color:black}Qtr “Δ %{color} | {color:black} {color}{color:black}FY{color} \\ {color:black}Δ %{color} | {color:black}Remarks{color} |
| {color:black}Overall Client Satisfaction{color} | {color:black}4.36{color} | {color:black}4.76{color} | {color:black}4.58{color} | {color:black}4.43{color} | {color:black}{*}4.53{*}{color} | {color:black}2%{color} | {color:black}4%{color} | {color:black}Goal level is 4.5{color} |
| {color:black}Tickets Created Per Day (all queues){color} | {color:black}71{color} | {color:black}55{color} | {color:black}111{color} | {color:black}126{color} | {color:black}{*}133{*}{color} | {color:black}5%{color} | {color:black}87%{color} | {color:black}FY10 added Accounts{color} |
| {color:black}% Resolved in 1st day (all queues){color} | {color:black}62%{color} | {color:black}68%{color} | {color:black}68%{color} | {color:black}71%{color} | {color:black}{*}67%*{color} | {color:black}\-6%{color} | {color:black}8%{color} | |
| {color:black}Calls Offered Per Day, average{color} | {color:black}93{color} | {color:black}79{color} | {color:black}112{color} | {color:black}84{color} | {color:black}{*}86{*}{color} | {color:black}3%{color} | {color:black}\-8%{color} | |
| {color:black}Wait to Answer, average in seconds{color} | {color:black}44{color} | {color:black}37{color} | {color:black}50{color} | {color:black}50{color} | {color:black}{*}50{*}{color} | {color:black}1%{color} | {color:black}14%{color} | |
| {color:black}Call Abandon Rate{color} | {color:black}9%{color} | {color:black}6%{color} | {color:black}7%{color} | {color:black}6%{color} | {color:black}{*}6%*{color} | {color:black}\-1%{color} | {color:black}\-33%{color} | {color:black}10% goal well exceeded{color} |
| {color:black}Agent Availability, Avg Hrs Per Day{color} | {color:black}40{color} | {color:black}37{color} | {color:black}40{color} | {color:black}37{color} | {color:black}{*}39{*}{color} | {color:black}5%{color} | {color:black}\-3%{color} | |
| | | | | | | | | |
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 % | {color:black}Remarks{color} |
| Overall Client Satisfaction | 4.30 | 4.39 | 4.58 | 4.54 | *4.54* | 0% | 6% | well up compared to a year ago |
| | | | | | | | | |
| *Telephone Help* | | | | | | | | {color:black}Remarks{color} |
| 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 % | {color:black}Remarks{color} |
| 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 % | {color:black}Remarks{color} |
| 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 % | {color:black}Remarks{color} |
| 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 % | {color:black}Remarks{color} |
| 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 % | {color:black}Remarks{color} |
| 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 % | {color:black}Remarks{color} |
| 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 % | {color:black}Remarks{color} |
| 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 % | {color:black}Remarks{color} |
| 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 % | {color:black}Remarks{color} |
| 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 % | {color:black}Remarks{color} |
| 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
617-253-3179[http://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
617-253-3179[http://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
617-253-3179[http://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
617-253-3179[http://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
617-253-3179[http://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
617-253-3179[http://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.edu[http://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
617-253-3179[http://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
617-253-3179[http://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
617-253-3179[http://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
617-253-3179[http://ist.mit.edu]
\\
h3. *{+}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
617-253-3179[http://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
617-253-3179[http://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
617-253-3179[http://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: *
[https://wikis.mit.edu/confluence/download/attachments/58242856/SheppardEmailToCSSMgrsCSSQ2ReportDraft011210.docx]
\_____________________________________________________________\_
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*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|http://ist.mit.edu/] |
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