FY10 Q2
Chris Lavallee's email to Patricia Sheppard, Elaine Aufiero and css-managers@mit.edu (dated 1/7/2010)
SUBJECT: DS FY10Q2 report
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Hi Elaine and Pat,
Here is the DS report. I also noticed that there was some overlap with the SD on some of the items. – Chris
IS&T Quarterly Senior Staff Report – for the period 10/1/2009 through 12/31/2009 (Q2 ‘10)
Operational Area
Client Support Services
Accomplishments
CSS Headquarters (HQ)
Service Desk (SD)
Faculty Student Experience (FSX)
Application User Experience (AUX)
IT Security Services (ITSS)
Departmental Services (DS):
• The internal changes to DS have improved coordination, communication, and efficiency between the DS teams.
• The development and implementation of the new tracking database has improved the tracking and reporting for the computer deployments through the Desktop Deployment and Maintenance group.
• Successfully created and maintain standard MIT Mac, Dell, and VMWare images for use in desktop deployments and support. We have also integrated the MIT Dell standard image into the Dell ordering process to allow for an MIT imaged machine to be shipped from Dell that is ready for deployment.
• Deployed a FileMaker Customer Relationship Management (CRM) system for the Deshpande Center. This system will be used as a model for other CRMs in development.
• DS successfully supported MIT’s Accreditation Evaluation committee in partnership with the President’s Office
• Migrated out individual Drupal sites to a Drupal Mulitsite deployment set up.
• Completed migration of all of the DCAD virtual servers from Xen to VMWare
• Upgraded Bomgar to the next version compatible with Windows 7. Started testing WebEx remote desktop support functionality.
• Participated on software release efforts for Windows 7, MacOSX Snow Leopard, TSM, MS Exchange
Goals for Next Quarter
• Meet or exceed revenue goals.
• Finalize the new DCAD and DDM business plans and the Asset Recovery Project.
• Expand the availability of the MIT standard Dell image to more customers and orders.
• Respond to the IT@ MIT recommendations: centralized and standardized purchasing of computer hardware.
Issues and Trends
• Web projects are becoming more complex with new user requirements. Many require functionality beyond what the Athena’s free web hosting environment can provide.
• Meeting or exceeding revenue goals and service levels with more limited resources.
• Requests that begin as a request for assistance on an existing FileMaker database are more frequently ending up with DCAD Managed Hosting and support agreements.
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FY10 Q1
From: Chris Lavallee <lavallch@mit.edu>
Date: Wed, 7 Oct 2009 11:44:26 -0400
To: Patricia Sheppard <pshepp@mit.edu>
Subject: DS Q1 Report info
Pat-
1) Here is the link to the DS accomplishments:https://wikis.mit.edu/confluence/display/deptsvcs/DS+Accomplishments
2) I have attached the DCAD, DDM, and Plus documents with info.
3) On the MDS side: we lost that Team Lead; despite the budget cuts in many DLCs, we held the number of SLAs and expected revenue steady (some areas added and some dropped).
4) Here are the DS FY10 Goals:https://wikis.mit.edu/confluence/display/deptsvcs/DS+FY10+Goals
Please let me know if you need any more info.
– Chris
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Chris Lavallee
Manager, Departmental Services (formerly DITR)
Information Services and Technology, MIT
Office: (617) 253-0195
lavallch@mit.eduhttp://ist.mit.edu/about/org/ds
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