Page History

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Home page of IS&T's Client Support Services

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• list of CSS-specific projects we're all working on 
• working versions of important central documents such as the Operating Plan, Managers Meeting Agendas, etc.
• development plans for shared resources such as the filespace on AFS
• documentation for important business processes.

1. List of Projects Underway in CSS

These projects are the ones not listed in the IS&T Project Database, http://itinfo.mit.edu/work

In the FY07 Q2 offsite, there was pushback against putting all our work into the project DB even with the minor project field set, as it could immediately elevate the visibility of certain work.  Well.

2. Critical Documents Repository

CSS FY07 Operating Plan

See the attachments tab of this wiki page for the CSS07_working_plan.doc, whicih was updated by jfw in preparation for the Q2 offsite. 
It is also available in the the ist locker, //afs/athena.mit.edu/org/i/ist/org/css/managers/ -- use OpenAFS or SecureFX to browse there and get it.

CSS Calendar of Important Management Milestones

This draft Calendar for FY07 attempts a simple tabular view of the milestones we need to achieve and when they are due, for most or all of the major activities that affect the Managers.  It is editable by everyone and contributions are encouraged.

Software Release Vendor Timeline

This document is prepared every so often by Jon Hunt on a quarterly-ish basis.  The latest PDF version is attached to this page -- see the Attachments tab at the top of this window on the wiki. 

Development Plans for Shared Resources

So far what we have here is an experiment in how this kind of wiki space can be used to really enhance the collaborative working style of the css-managers.  To use the wiki is to experiment with use of the wiki. 

CSS Networked File Space

This is the Working Plan for Shared Filespace, under development and to be reviewed at a CSS-managers meeting in September, 2006.   It was fostered by an earlier discussion of Shared document models for CSS Management, starting with financial documents and the staffing resource model.  

Documentation of Important Business Processes 

The idea here is to document for everyone to see some of the idiosyncratic processes used to produce important objectives held in trust by CSS.

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.  Included among the things it organizes are:

• agenda development for the CSS Managers meeting
• work planning artifacts, such as the Strategic Plan, Operating Plan, short-range goals, etc..
• assessment tools and results, such as client satisfaction surveys, process dashboards, etc.

Other CSS Spaces:

HQ Services 

Departmental Services

Service Desk 

Faculty & Student Experience

Information Technology Security Services

Application User Experience

Meetings

1. CSS Managers Calendar and Agendas
Managers should open the calendar and agendas page to add items for the next or an upcoming meeting.  (Posting to the agenda is much preferred to relying on a roundtable offering if time permits.)  Notes from the meeting are entered in-line and stored in the meetings archive, linked to the calendar and agendas page. 

2. CSS Leaders Team
The purpose of these meetings are threefold: to share information, have the opportunity to give input and participate in the decision making process, and leadership development.

FY2010 Goals Development

CSS FY2010 Themes and Goals (Draft)

Presentations

1. CSS All Hands

CSS All-Hands March 13, 2009
Presentation used in the March 13 2009 All Hands session. Please note that this is not for distribution outside of IS&T. 

CSS All Hands October 2, 2009
Presentations from the CSS All Hands October 2, 2009: CSS Team Presentations CSS Conversation Starters

CSS All Hands January 28, 2010   StateofCSS.pptx   CSS All Hands January 28, 2010 Discussion Questions and Feedback

2. Cost Savings Ideas and Realization (CSIR) Update
A roadshow by Rob to various CSS groups in lieu of convening everyone in N42-demo center just for that. The powerpoint slides will download when you click the title above.

Work Plans

1. FY2009 Operating Plan.
The master copy of the CSS Operating Plan is now here in this wiki. 
It began from the "109 Activities" document from Spring 2008. At the 11/25/2008 Managers meeting, we agreed to create an editable wiki version of this plan as the canonical repository of the plan.  (It is possible to export the wiki page in an attractive format into PDF or Word, so there is no particular reason to keep the word version alive.)

The Quality Service Goals document once put forward by Don Montabana early in FY09 has been deprecated in favor of renewed attention to the items already in the FY2009 plan above, generated months earlier and approved by VPstaff.

2. What We're Responsible For...

1. 1. CSS Units and Costs – a joint project of Finance and CSS
   2. CSS Products & Services list
      1. 2009 version in draft form as of 2/2/2009. -- an attachment to this page.
   3. Resource Model View of Staff Allocation
      1. 2/24/2009 meeting agreed on a shared, visible list of task names to allocate against. 
   4. Client Lists ... Managed Desktop Services
      1. DITR SLA clients -- an excel attachment to the DITR page above
      2. DITR Plus clients -- also an excel attachment to the DITR page above
   5. Project Management
      1. XDPP Updates - the latest XDPP spreadsheet is here
      2. Daptiv - project entries, WBS/Task lists, Resource estimation, Timesheets
         

Process Development and Documentation Efforts

1. Vocabulary for Software Support levels in the new download page
Jon circulated a vocabulary precis at the 11/4/2008 managers meeting.  It is posted here.

2. Checklist for Engaging CSS on Project and Service Releases
This work is underway now.
(ISDA has a version they now include in their project planning.) Service Readiness

3. Model of a Release Decision Process
At the 1/13/2009 managers' meeting, we suggested creating a wiki instance of our Working model of a Release Decision Process, for group updating.  

4. CSS-HQ Reporting and Metrics
One component of CSS 2.0 includes a revamping of the Reporting and Metrics system, including process documentation and a redesign to distribute responsibility for it deeper into the teams affected by it. First up ... the Help Desk

5. CSS-HQ Business Process Architecture
Another component of CSS 2.0 includes a detailed documentation of existing CSS business processes, with an eye to solving identified pain points.  Early targets include Billing and Invoicing

Assessment Efforts  

1. Quarterly Reports
The latest official quarterly reports are collated by the VP's office and published in the Reports page of the IS&T web site.  As there is often a lag between the submission of the reports and their appearance on the main site,
Our internal QR development page is here. Draft submissions can be downloaded from the CSS Quarterly Reports page.

2. Metrics ... Metrics Clearinghouse

1. CSS Catalog of Measures - 3 yr comparisons of key variables, using time-series graphs
2. This year to last year -- a more numerical view of this-year to last-year for more variables
3. Quarterly reports metrics -- the metrics section of the CSS quarterly report

Emergency contact info for CSS Managers

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This page is limited-access to members of css-managers-list and css-tl only. 
It has home phone and cell phone info for everyone on that list and is understood to be used only in emergencies.