1

Local Readiness Team Lead Meeting

June 6, 2007

2

Agenda

• Requirements Gathering Overview

• Testing Overview

• Training Overview

• Communications Overview

• End User Support Overview

3

Gather, prioritize and determine the best method to deliver requirements for the new systems to the user community

How we did this

• Conduct design sessions with end users to identify system requirements

• Prioritize requirements into ‘critical’, ‘desirable’ and ‘nice to have’

• Determine whether requirements will be met by the purchased software, customization, or process change

• Document each future business process and created a detailed project plan to finish designing the system

Requirements Gathering and Analysis

4

Testing

Deliver a product that meets the needs and expectations of the University

“Quality built from the ground up”• Quality begins long before testing itself--it’s incorporated into

the planning, requirements, and construction phases of the project

• Various forms of testing are conducted during the design and build phase, in the testing phase, and beyond implementation

• Testing is a joint effort, performed by not only Café, but by representative members of the Northwestern community in the form of user acceptance testing

5

Testing Categories

Unit Testing • Definition: Verification that all pieces of the solutions in place work independently.• Responsibility: Cafe Functional Team

Business Process Testing• Definition: Verification of the solutions in place as our end users will use them.• Responsibility: Cafe Functional Team

Security Testing• Definition: Verification of user permissions and system security. • Responsibility: Cafe Security Administrator, Functional Team

Performance Testing• Definition: Verification that solutions hold up under anticipated user load.• Responsibility: Cafe Quality Assurance, Technical Team, Functional Team

Conversion Validation• Definition: Verification that converted data is representative of source data.• Responsibility: Cafe Conversion Team and current system stewards

User Acceptance Testing• Definition: Verification that the new system represents agreed-upon requirements. • Responsibility: NU community members

6

Training Goal and Strategy

Provide Northwestern University’s diverse faculty and staff with role-based training tailored to NU-specific business processes to support new software systems as they are implemented across the institution.

Key components• Instructor-led classes combined with online learning

components • Hands-on computer training• Delivered close to the go-live date to maximize learning

gains• Development and delivery of training will be customized for

the specific audience in each functional area

7

Training Resources and Rooms

Training Resources• Dedicated Project Café training team

• Functional team members will participate in classroom training

Training Rooms• Two dedicated training rooms in both Evanston and Chicago;

can be combined to create one larger training space in each location

• Utilize latest training technology including:

o Macs and PCs

o wired and wireless capability

o Smart Boards (allow printing, saving and posting to the web)

8

Communications Overview

Overall Project-related Communications• Broadcast to University by the Café team

o Newslettero Web siteo Events

Meet-and-Greets Town Hall Upcoming end-of-phase “thank you” event

(tentatively scheduled for July)

Implementation-specific Communications• Provided by Café team to LRTLs for customization and

local distributiono Bulletins, newsflashes, posters

9

Communications Overview

Implementation-specific Communications• Distributed at LRTL meetings

(and/or)• Forwarded to LRTLs by Café team via email • Will be available on the Café web site LRTL section• Should be forwarded on to your area within a reasonable

timeframe (generally within two weeks unless otherwise noted)

We’re always looking for new ideas for giveaways,

communication opportunities and vehicles, and questions

from your area.

10

End User Support Overview

Project Café will use a three-tier support structure• Tier 1: TSS NUIT Support Center• Tier 2: TSS Project Café Consultants• Tier 3: Functional Department (OSR) and Project Café

Benefits of the this approach

• Makes use of existing help desk tools (Remedy), procedures

and personnel to perform non-application related tasks.

• Ensures skilled application resources are focused on

application related issues.

• Provides a consistent approach for all Research and Café

systems.

11

Tier Responsibilities

Tier 1 Responsibilities• Provide first-level triage support

• Assist users with accessing the system (NetId, VPN, Operating System)

• Escalate issues that can not be resolved to Tier 2 or Tier 3

Tier 2 Responsibilities• Accept ownership of Project Café calls and tickets routed to them

• Investigate, attempt to resolve, and communicate the resolution back to the end user

• Escalate issues that can not be resolved to Tier 3

12

Tier Responsibilities

Tier 3 - Functional• Address policy and procedural issues associated with ‘how

should I do this in the system’ and ‘how do I perform my job’• Provide operational and functional assistance• Add and remove user access to the application• Investigate, resolve and communicate the resolution of

functional issues back to end users

Tier 3 - Project Café • Investigate, resolve, and communicate the resolution of

technical and software issues back to the end users• Update system configuration, including security• Maintain the application (patches, bugs, errors, upgrades) and

escalate issues to the support vendors (InfoEd)• Review and modify enhancements, reports, interfaces

13

Questions?

Feel free to contact us with any questions…

Tiffany CleaverImplementation Readiness Team Leadtcleaver@northwestern.edu

Marylou NovakCommunications Specialistmlu@northwestern.edu

Joe TolnaiQuality Assurance Coordinatorjtolnai@northwestern.edu

Ruth RothsteinTraining Team Leadruth@northwestern.edu