Our work in progress...
WHY is this area of concern
WHY the area is important
IDENTIFY themes vs goals
Current state and trends in these areas
Client Support Services Refresh
Understand how resources are being spent and make effective use of the resources we have.
- determine and analyze sourcing models for each function (Service Desk, Departmental Services, etc)
- establish core services for CSS
- sunset non core services
CSS Integration Into and Enhancement of IS&T Service Delivery
- AUX, DS, and SD early engagement in project life cycle
- reduce demand for support by making services easier to use
- ensure services are safe and secure
- pioneer IS&T wide change management v 1.0
- support IS&T wide communication management v 1.0
- establish new staff and faculty technology orientation with HR
Facilitation of the Work of Real People
- enhance IT services delivered to faculty and students
- expand Departmental Services
- streamline software delivery process
- define and deliver software stack in support of GIRs
- improve email/calendaring options
- provide easy access to software tools
- ensure services worthy of MIT
- become home to the strategy for the public student computing experience at MIT
- deliver Information Security and Privacy Policy 1.0
Development of the CSS Workforce of the Future
- develop individual role definitions
- create CSS Leaders group
- provide cross training between staff
- focus on succession planning
- prioritize staff retention
- increase staff professional development and related knowledge sharing
CSS Process Integration
- create cohesion between teams and functions
- revamp of metrics and business processes
- ticketing tool evaluation and integration
- Look at other tools that will reduce manual or redundant work
Understanding of CSS Costs
- improved understanding of unit costs
- pilot new revenue models
- design business process improvements
- develop understanding of risk management and associated costs
This represents our initial brainstorm. One process that we agree has value is