CSS FY2010 Goals Draft July 2009

Client Support Servies Refresh

• look at 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 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 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 Depatmental 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

Creation and Sustenance of a Culture of Data Governance

• deliver Information Security and Privacy Polcy 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

CSS Process Integration

• create cohesion between teams and functions
• revamp of metrics and business processes
• ticketing tool evaluation and integration

Understanding of CSS Costs

• improved uderstanding of unit costs
• pilot new revenue models
• design business process improvements
• develop understanding of risk management and associated costs