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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  

 

 

 

 

 

 

Workflow diagram

excel draft

  Admin 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

 

 

PC Service  

 

Dashboard of Process flow

done.

 

 

  Meeting held.  Notes need writing.

 

Meeting held.  Notes need writing.

 

 

Simple BSC -- operational and financial metrics

 

  Software Licensing

 

 

 

 

 

 

Gap analysis and chart of improvements shared with Business Owners.

begun 5/15/2008 with Jhose.

  Training

 

 

 

 

 

 

Next Steps response scheduled.

 

  Mobile Device services