it briefingit.emory.edu/news/it_briefings/documents/2010/2010... · 9/16/2010 · smcc update it...
TRANSCRIPT
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IT Briefing
9/16/10
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Agenda
9/16/10
• SMCC – Config Mgmt• SMCC – Incident Mgmt• Exchange / Eagle Update• Phone Ownership• Security Update
• Luciano Dalla Venezia• Tiffany Kady• Jay Flanagan/Felicia Bianchi• Graydon Kirk• Brad Judy
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Service Management Competency Center (SMCC)Luciano Dalla VeneziaTiffany Kady
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SMCC UpdateIT Service Management: Road Map – August 2010
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Q1 2011
Q4 2010
Q32010
Q2 2010
Q12010
Q4 2009
Change Mgmt
Incident Mgmt
Problem Mgmt
Founda6ons
Discovery
Categoriza6on
Request Mgmt ‘Lite’
Request Fulfillment
Configura6on Mgmt
Knowledge Mgmt
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Configuration Management
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• Discovery– Tested Discovery on 5 Windows and 5 Unix Servers– Performance is good: Network, Server & Applications
• Full Discovery on Service-now Test instance performed on 9/11– Discovered more CI’s than anticipated– Generated huge volume of emails to ListServ which interrupted
service• Next Steps
– Disabled a number of unnecessary probes– Test Discovery on 5 Windows and 5 Unix Servers– Submit change to re-run full Discovery
SMCC Update
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Configuration Management
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• Current Activities– Config Testing and bug fixes– Developing Training Material– Gathering Generic CI’s and relationships– Integration Testing
• Test the changes to change management• Test functionality of Config within Change Management
• Next Steps– Training– Update Change Management Documentation
SMCC Update
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Incident Management
SMCC Update
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• Request Lite:– 7 custom developed forms use Request Module– All other requests in the Incident Module with “Type”=Request
• Current Activities– Routing Rules– Self-Service– Training– Integration Testing
• Test the Incident Management to Change management• Test functionality of Config within Incident Management• Test functionality of Knowledge Management within Incident Management
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Incident Management
SMCC Update
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• Next Steps– Train Service Desk– Begin Pilot #1
• Service-now Incident Management Tool Overview– Tasking – On Behalf Of– Sticky Notes vs. Special Instructions
• DEMO
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Exchange 2010 Project
Jay FlanaganFelicia Bianchi
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Exchange 2010
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Exchange 2010
• Monthly Updates– First set of redundant mailbox servers
complete• 2 real users on system – James and Greg• Jay, Felicia and other Email Team members going next
– EHC VDT testing in progress – Security Review completed and approved– ENID updates complete– BES testing in final stages
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Exchange 2010
• Archiving Update– Autonomy and Capax on site– Implemented and tested OWA for 2010– Working, but a few bugs which are being
reviewed by vendor developers– Still waiting on client code from Autonomy,
hope to have it next week• Unstubbing
– Testing has completed – one issue which is being worked on with the vendor
– Will be unable to unstub everyone in 2007, but will look to do so in 2010.
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High level schedule
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Exchange 2010
June/July Apr/MayFeb/MarDec/Jan11Oct/NovAug/Sept
Blackberry server tes6ng
Exchange 2010 Infrastructure &Applica6on Set up
Archive Service Tes6ng
Healthcare Virtual Desktop tes6ng
Account provisioning for 2010 (ENID) Move accounts with no Modular Messaging
Avaya MM Upgrade
Move accounts with Modular Messaging
System Modifica6ons Based on test results
General move and Project close
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?Ques,ons
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Phone Ownership
Graydon KirkUTS PMO Project Manager
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Overview
• Project origin and charge
• What is staying the same?
• What is changing?
• Q&A
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Project origin
• 3/5/10 Admin Review – Fall 2009
• Included in OIT FY11 budget presentation
• Removed lease rate on 9/10/10
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What is staying the same?
• Customers will still place orders and submit trouble tickets
• Same UTS Coordinators will ensure phones are compatible and meet your needs
• Same UTS Technicians will prep, deliver, install and repair phones
• Phones still have 1-year warranty• Dial tone charges
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Today• Dial tone rate $30.50• Lease rate *varies
* Current leases run between $0.85 and $7.65 depending on phone type. Lease rate was cost of phone spread across four years.
Tomorrow• Dial tone rate $30.50
Customers’ recurring monthly charges
What is changing?
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This reduc,on represents $1M annually across the enterprise
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Customers now own phones so…
• Incentive to keep phones for 4+ years• Pay to replace broken phones* • Plan for/fund future needs• Soon, an easier user interface for
customers to order phones
* Assuming problem is the phone AND warranty expired
What is REALLY changing?
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What is in it for you?
Substantial cost savings over time with no
significant change in support processes
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Ques,ons
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Phone Ownership
Graydon KirkUTS PMO Project Manager
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Security Update
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Security Update
Ques,ons
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IT Briefing
Thank you for coming!