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Hardware
Repair
Services

Admin
Desktop

Admin
IT

Athena
Hardware &
Laptop Loaner

DITR SLA

Software
Licensing
& Distribution

Training

Mobile
Device Services

Interview with Business Owners

done.

done.

done.

done.

done.

done.

 

 

Inventory of financial and process artifacts, tools

excel draft

 

LOB

Rate Model

Workflow

Operational and Financial Metrics

Tools Inventory

Quality of Service
Promises

Scorecard Complete

 

DCAD

exists before this project

 

 

 

 

 

 

Quality of Service promises identified

  DITR SLA

 

 

 

 

 

 

  Admin

Workflow diagram

excel draft Desktop

 

 

 

 

 

 

 

Staffing model

excel draft Admin IT

 

 

 

 

 

 

 

Dashboard of Financial flow

begun in May 2008.

 

 

 

 

Athena Hardware and Laptop Loaner Program

True FTE per LOB is broadly estimated; splot between LOBs needs refinement.

Awaiting value stream diagram and KPI dev.

 

Waiting for copy of excel spreadsheet from Ryan.  PMATS access is in place

 

 

 

Dashboard of Process flow

done. PC Service

 

Meeting held.  Notes need writing.

 

Meeting held.  Notes need writing.

 

 

 

Simple BSC -- operational and financial metrics

  Software Licensing

 

 

 

 

 

 

  Training

Gap analysis and chart of improvements shared with Business Owners.

begun 5/15/2008 with Jhose.

 

 

 

 

 

 

 

Next Steps response scheduled.

  Mobile Device services