FY10 Q2

Barbara Goguen’s email note for the Service Desk contribution:

Hi, Elaine and Pat. Here is a first pass at accomplishments and goals for the Service Desk. In agreement with Steve, and with our Managers’ Meeting discussion, it would be great if we can figure out how to take all the separate team reports and consolidate them into a CSS report that eliminates the team specifics. Also, in case it does not show up on any individual team’s report, might we want to include anything about the work that went into the CSS Project reviews, FY11 budget exercise, and the new contractor approval process?

Accomplishments
Service Desk Tool Enhancements

• worked with OIS to configure and implement eOn acd for Telephone Help group to make customer experience more consistent with Computing Help and to streamline help process; this included adding software to Telephony staff machines, testing configuration, training, adding a report view of telephone help calls to console for viewing in both the N42 Call Center and E19
• updated to latest version of Bomgar remote troubleshooting software which allows for use with Windows 7; began experimenting with remote troubleshooting capabilities bundled with WebEx.
• automated more of the daily trend reporting process while at the same time saving the report data for reuse
• collaborated with AUX Publications staff to publish the student-created Hermes certificates wizard to the IS&T site.

Integrated new services into SD

• successfully coordinated a semester of student loaner laptops, under the new definition of the program; streamlined both the setting up and recovery/reissue of the laptops, allowing us to successfully absorb the program without the people resources previously dedicated. Responses to the new program implementation have been universally positive, from both faculty and students.

Software and Services LifeCycle

• began collaborating with OIS and ISDA colleagues to release first new Oracle client software in 5 years
• participated on release efforts for Windows 7, MacOS X 10.6, new TSM clients for both
• began testing 64-bit VPN client
• began work between SD, CSS Headquarters, ISDA and OIS colleagues to scope the work needed to define a sustainable software lifecycle strategy and process
• began work with OIS and AUX to lay the groundwork to distribute updated Citrix ICA clients for Mac and Windows from IS&T software download site
• began distributing new VMWare client software
• successful supported Benefits Open Enrollment period, despite an unprecedented level of complexity for certificate issues.

Exchange

• tested @exchange vs. @mit.edu transition; documented behavior, shared with OIS, prepared to support users
• with move from IMAP to Exchange saw 21% year to year increase in email related tickets (Oct-Nov. 2008 compared to Oct-Nov. 2009). Also moved from supporting 3 email clients and 1 calendar client to supporting 8 email clients and 7 calendar clients.

Network

• established OIS liaison role that had SD staff member spend time weekly in W92 sharing timely information with OIS colleagues
• worked with OIS Business Manager to capture all the different types of SD/OIS escalations.
• worked with dorm network managers around changes in support procedures due to wireless network upgrades

Looking forward to next 3 months

• relocate Telephony staff from E19 to N42
• use matlab as example to step through entire process of licensing/acquisition, distribution and support with an eye toward streamlining and simplifying
• participate in response to IT Task Force recommendations related to centralized purchasing of computer hardware, centralized purchasing of computer software, streamlining/outsourcing help desk support
• establish small group training to improve knowledge transfer within the Service Desk, and in some cases with other IS&T colleagues
• continue on effort to consolidate more of the student hiring, training and supervision across branches of the Service Desk
• work with OIS and AUX to distribute updated Citrix ICA clients for Mac and Windows from IS&T software download site
• work with DITR to pilot distribution of a VMware image for business help applications.

_______________________________________________________________________________________________

FY10 Q1

From: Barbara J Goguen <goguen@MIT.EDU>
Date: Tue, 6 Oct 2009 15:25:47 -0400
To: Patricia Sheppard <pshepp@mit.edu>
Subject: Quarterly Report narrative

Hi, Pat. For a more refined collection of SD Quarterly Report notes, please start with the info on the Service Desk wiki at:

https://wikis.mit.edu/confluence/display/servicedesk/Q1FY10+Snapshot

Thanks!
Barbara

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