The following is an in-progress work of the CSS management team. We have brainstormed large areas that thematically, or in terms of specific goals need further work and definition. We think that an interesting model is UVA's model of foundational documents for specific areas of development or concern http://www.itc.virginia.edu/org/reports/
We expect to finish this planning and definitions exercise by mid October.
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
Although our clients utilize numerous service delivery services (e.g., Usability, Accessibility, Help Desk, etc.), these services are routinely overlooked or engaged later in the process on internal initiatives. This late engagement leads to a perception (and actually a reality) of these services delaying implementation. The vision is to engage with teams at the beginning of the project life cycle and be considered members of the team. Nobody would say that the development delayed implementation, because it is part of the project. The same should be true for usability, accessibility, and the service desk.
AddTo make
- 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